Consumer complaint received 2021-03-29
Company: Social Finance, Inc.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My experience with XXXX Mortgage XXXX has been the worst experience with a mortgage company to date. I was lied to on multiple occasions and now I learn I was lied to in the most foul way that could cost my family {$30000.00}. The origination process with Sofi Mortgage was easy but starting early in the process I had many misgivings about extra fees but went through with the process. Once the time came to process the loan I went through multiple " member specialists. '' They did not complete tasks they said they would, did not follow up in a timely manner and outright lied about stipulations of the loan. We ended up having to bring more money than expected to closing. During the time of acquiring the loan I let it be known that my husband and I were in dealings with the State and would be negotiating the price of a portion of our land for the road widening happening in front of our home. I was told that our loan would have no issues with our dealings with the State and they did not conflict with each other as long as our loan was in good standing. After initially being told our loan would close in early XXXX, the loan did not fund until XXXX due to issues with Sofi. Currently, my husband and I have made an agreement with the State of Texas for a portion of our property to be bought for road expansion. The last needed document for the transaction to close is a partial release from Sofi. I contacted Sofi for this document who then sent me an email address to request the form from. I received a denial letter a week later stating that it was due to our loan not being seasoned for 12 months. I then contacted the Partial Release Department and learned that that part of Sofi is actually serviced by XXXX. I was advised that I could ask for an exception for the partial release from XXXX  XXXX. I THEN had to contact XXXX  XXXX  and asked what needed to happen in order to request the exception for the partial release. I was then referred back to the " servicer '' in order for a Form 236 to be filled out. Once I contacted Cenlar back in regards to this form I was told that they could help with this request but the form would need to be filled out, I would have to acquire appraisals and a lot of other tasks that would be forwarded to me. I am beside myself to put this plainly. We trusted a company to help us get the best mortgage possible for our family and it has turned into one issue after another since XXXX of last year. I have raised my concerns with Sofi through the mortgage process and I simply given an " I'm sorry '' and we will get this fixed to which the issues were never fixed. I feel like this loan was predatory in nature. My husband and I are hard, honest workers. We work hard for the home we have. We pay our mortgage and take care of our responsibilities but I feel like we have been trampled all over by Sofi Lending. Had I known the truth and knew that not having a loan for 12 months would make this process with the State come to a head then I would not have signed the loan agreements. If we do not get a partial release then we can run the possibility of eminent domain proceedings starting and our land being taken by the State.

Company response to consumer: Closed with explanation