Consumer complaint received 2021-08-20
Company: SUN WEST MORTGAGE COMPANY, INC.
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
This is an ongoing dispute with my current Sun West Mortgage Company leading to a dangerous denial of my prospective mortgage company. XXXX XXXX has been patient for a long, long time ; but time is running out with the rate they qualified me for! XXXX sent me a short form to fill out for only a signature and date to proceed with my refinancing. I contacted Sun West and they are being uncooperative, fraudulent, and discriminatory with 2 severely XXXX seniors! First their form for the 2nd lien was submitted to me as an image but not as text. I repeatedly and tried to convert it to text. I spent an entire week trying it! My computer and printer do not recognize images to print or copy as text. I had to wait for them to mail me a hard copy of the document, after repeated emails and phone calls. But because they are so incompetent, they ended mailing me two copies. I then contacted them about the short form required to only sign and date in order to proceed with the refinancing to include my second loan of {$5000.00}! They denied to signing it and said that I must pay if before I refinance with the new mortgage company! And the last two months my payment increased to about an additional {$60.00}! The more reason I need to refinance at a lower rate and get refunds after the new refinancing. Last month I had to borrow just to meet my payments because I also have a dispute going with IHSS for my son. I'm in re-appeal with them for 2 years. XXXX was a very corrupt city until our current elected mayor and is doing great and greatly improving the city! 
But no matter what I do to comply with SWM, now SWM keeps stopping me with pettily stuff and made-up requirements! I will copy the email from my current pending lender telling me that SWM demands that my {$5000.00} loan must be paid off BEFORE THE REFINANCING. However, I spoke to the supervisor, XXXX says that the second loan of {$5000.00} can be including with the refinancing. I called the CFPB because I could not login ; however, CFPB said I could file a new complaint. SWM seems to come up with repeated new excuses for not letting me refinance! They have become rogue and totally abusive and discriminatory. They sure have a funny way of showing they want to keep me! I have not once missed my payments within allotted payment period time ; however, they just charged me with late charges for the {$5000.00} loan as being late. I did not even know that I did not have an allotted period to pay it like the main loan. 
I tried to contact them this morning and it took 4 phone calls. I called to the number they included on an email with an extension of XXXX. However, if I would ask for the spelling of their name or repeat the name they would hang up. I finally went online and found another number for customer service. I also asked XXXX for the email for their CEO, XXXX and she said it is XXXX. 
I am explaining SOME of their incompetence details to demonstrate how incompetent, discriminatory, abusive, uncooperative and Bad Faith intent they display! Please help me! I will email them this complaint immediately, because my need is URGENT! Please help me! Since, it's certainly financial abuse of a grant financial offence!

Company response to consumer: Closed with explanation