Consumer complaint received 2020-05-29
Company: LoanFlight Lending, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XX/XX/20 - Initiated refinancing mortgage application with LoanFlight Lending. In email communications with Mr. XXXX XXXX, I submitted documents and provided forms to rate lock at 3.125 %. Mr. XXXX indicates no cost to lock ( Chain 1 XX/XX/20 - XXXX XXXX PST email ). There was understanding that LoanFlight was a backup lender as I also was in the process of rate shopping and receiving a Loan Estimate with 3.000 % rate at another lender ( Chain 1 XX/XX/20 - XXXX XXXX  PST email ). Mr. XXXX acknowledges that they may be a backup ( Chain 1 XX/XX/20 - XXXX XXXX PST email ). Additionally, I provide a locked Loan Estimate at a lower rate of 3.000 % from another lender to Mr. XXXX the following morning ( Chain 1 XX/XX/20 - XXXX XXXX  PST email ). At this point, Mr. XXXX has indicated NO COST to lock with LoanFlight at 3.125 %, and I have also provided a locked Loan Estimate with a different lender at a lower rate of 3.000 %. 

XX/XX/20 - Pending charge for {$380.00} from XXXX XXXX XXXX ( XXXX  ) shows up on my credit card account. I called Mr. XXXX ( XX/XX/20 - XXXX XXXX  PST ) to inquire why my card has already been charged since LoanFlight is my backup lender. He indicates he'd check with XXXX as it wasn't supposed to go through yet. I did not hear back. 

XX/XX/20 - Pending charge from XXXX posts to my credit card account. I again contact Mr. XXXX to inquire why the charge had posted and when it would be reversed ( Chain 1 XX/XX/20 - XXXX XXXX  PST email ). It shouldn't have posted since I had inquired and he had followed up with XXXX on XX/XX/20. I never hear back from Mr. XXXX. 

XX/XX/20 - Receive email confirmation from XXXX that an appraisal has been completed ( Chain 2 XX/XX/20 - XXXX XXXX  PST email ). I immediately email Mr. XXXX asking what is going on since I had already inquired on both XX/XX/20 and XX/XX/20 as to why the appraisal had already been charged to my card ( Chain 2 XX/XX/20 - XXXX XXXX  PST email ). 

XX/XX/20 - Try calling Mr. XXXX. Mr. XXXX sends text message ( Screenshot XX/XX/20 XXXX XXXX PST text ) indicating he is following up with XXXX again. On the phone with Mr. XXXX ( XX/XX/20 XXXX XXXX  PST ), I decide to cancel application with LoanFlight as I have a better 3.000 % rate with another lender. Mr. XXXX indicates I should see a refund for the appraisal charge. 

XX/XX/20 - I waited over 5 business days and still do not see a refund. I inquire again with Mr. XXXX ( Chain 1 XX/XX/20 - XXXX XXXX  PST email ). He follows up with XXXX, who indicates the appraisal was already completed and that the 3rd party appraiser ( XXXX  ) should have contacted me to authorize the appraisal. ( Chain 1 XX/XX/20 - XXXX XXXX  - XXXX XXXX  PST emails ). This did not happen. I again explain that I had been in touch on both XX/XX/20 and XX/XX/20 regarding why an appraisal was charged to my card and got no response from LoanFlight. Then on XX/XX/20 with no notice from XXXX I have an email indicating an appraisal was completed ( Chain 1 XX/XX/20 - XXXX XXXX  PST email ). 

XX/XX/20 - I follow up again ( Chain 1 XX/XX/20 - XXXX XXXX  PST email ) and Mr. XXXX indicates I should contact a XXXX at XXXX who is listed on the appraisal report in the mail/email ( Chain 1 XX/XX/20 - XXXX XXXX  PST email ). I never received a copy of the report in the mail and the email link does not work. There is no information for a XXXX on the email, just a general XXXX email. Mr. XXXX again indicates XXXX should have contacted me directly and they're the one who does the appraisals ( Chain 1 XX/XX/20 - XXXX XXXX PST email ), despite the fact that the XXXX email states any questions should be forwarded to LoanFlight, not XXXX  ( Chain 2 XX/XX/20 - XXXX XXXX  PST email ). I again explain the sequence of events ( Chain 2 XX/XX/20 - XXXX XXXX  PST email ) and receive no response through XX/XX/20. 

XX/XX/20 - I have not heard back from LoanFlight and my calls and messages left on XX/XX/20 are not returned. I take it upon myself and contact XXXX  ( XX/XX/20 XXXX XXXX  PST call ) since I still can not get in touch with Mr. XXXX nor LoanFlight. XXXX indicates LoanFlight ordered the appraisal. XXXX also indicates that it was a drive-by appraisal with no entry so no contact with me or entry was needed. This contradicts what LoanFlight indicated on XX/XX/20. Additionally, XXXX indicated they did not hear anything from LoanFlight regarding holding on the appraisal order once it was ordered, despite the fact I followed up with LoanFlight on both XX/XX/20 and XX/XX/20. XXXX indicated they would follow up with the LoanFlight as of XXXX XXXX  PST call. 

XX/XX/20 - I followed up with XXXX ( XX/XX/20 - XXXX XXXX  PST call ). XXXX indicates they followed up with LoanFlight and that LoanFlight states that signing the credit card authorization form authorized the appraisal when I submitted the form. This contradicts Mr. XXXX 's XX/XX/20 - XXXX XXXX  PST email indicating locking would be no cost. Additionally, this contradicts Mr. XXXX indicating on XX/XX/20 and XX/XX/20 that XXXX would contact me to authorize an appraisal. Per XXXX, XXXX at LoanFlight states they did not see anything regarding holding anything until the application was cancelled on XX/XX/20. This is contradicts the fact that I inquired with Mr. XXXX on both XX/XX/20 by phone call and XX/XX/20 by email and did not hear back when inquiring twice ( XX/XX/20 and XX/XX/20 ) about why the appraisal was going through when LoanFlight was a backup lender since I had a locked rate with another lender at 3.000 %.

Company response to consumer: Closed with monetary relief