Consumer complaint received 2023-01-17
Company: CONTOUR MORTGAGE CORPORATION
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XX/XX/XXXX My husband and I were attempting to refinance our mortgage Through Contour Mortgage Corporation. Our Senior Loan Officer name was XXXX XXXX, person documents were going to was XXXX XXXX The manager name is XXXX XXXX. We submitting our paperwork electronically through the bank 's app and faxing because some of the documents had to be printed and signed. XX/XX/XXXX Received a text message on my cellphone that they received the documents. XX/XX/XXXX Received a text message that they were preparing the file for the underwriter. XX/XX/XXXX Received a text message that they submitted the loan to the underwriter. When we signed the documents on XX/XX/XXXX we signed for appraisal of our property @ {$600.00} to be charged to my XXXX XXXX credit card. On XX/XX/XXXX I received an email with wanting us to sign another document for the appraisal, so I text XXXX XXXX explaining I received the email and that I already signed and sent the document back to them. He replied by text on XX/XX/XXXX it is an auto email that goes out and that we will receive another one that says completed and that he wish it was a better system on the appraisal network process and not to worry his processor will take care of it. XX/XX/XXXX I sent a text to XXXX XXXX because our Credit Card was charged {$750.00} instead of the {$600.00} we signed for. XXXX XXXX responded by text saying thats not right and he will address the issue. XX/XX/XXXX XXXX XXXX texted stating the difference is being credited back to your card that there was increase in appraisal fee for our area which will be included in the loan. Our appraisal appointment was set up for XX/XX/XXXX and the appraiser would send the report to the bank by the end on week. On XX/XX/XXXX Received a text message from XXXX XXXX that the appraisal was being reviewed for Quality Control should be released to him by Wednesday. Had heard anything until XX/XX/XXXX received an email from XXXX XXXX with an attachment that our loan was denied because our credit history. On XX/XX/XXXX Responded to email asking why our loan application would deny now over our credit history after we went through the appraisal process. I also text XXXX XXXX the same question on XX/XX/XXXX No response back from either one. On XX/XX/XXXX email XXXX XXXX again requesting answer from my question I submitted on XX/XX/XXXX, also sent a text to XXXX XXXX. Didn't received a response from my email, but XXXX XXXX text stated he would call in the morning, never received a call back. On XX/XX/XXXX Text XXXX XXXX stating you were suppose to call and haven't heard from. On XX/XX/XXXX I texted XXXX XXXX that i am not receiving the answers. This shouldn't of happened that they did an appraisal and we were charged and then denied due to our credit history, this shouldn't of happen and I am requesting a refund of our appraisal fee of XXXX XXXX.On XX/XX/XXXX I sent an email to XXXX XXXX and XXXX XXXX about the denial and the appraisal fee. On XX/XX/XXXX I received a text from XXXX XXXX that he emailed the appraisal to me, but no answer to my questions why we were denied due to credit history after the appraisal was already done. Didn't hear anything so on XX/XX/XXXX emailed XXXX XXXX & XXXX XXXX again and since I haven't heard from them that I was taking this complaint higher in their bank. On XX/XX/XXXX I also email XXXX XXXX and added XXXX XXXX and XXXX XXXX concerning the denial due to credit history and being charge for appraisal and it the appraisal shouldn't of happen if being denied for credit history and stated i should be refunded for the appraisal and that they also over charged the credit card.. Didn't hear anything from my email on XX/XX/XXXX emailed then all again on XX/XX/XXXX. Still haven't heard anything from any of them. I think this is unfair practice that we were denied due to credit history after we were charged and appraisal was done on our property. Also we signed to have our credit card charged {$600.00} and our credit card was charged {$750.00}. They should issue a refund for the {$750.00} as this shouldn't of happen. Tried several times to resolve the issue with the bank, but didn't receive any response back from them to resolve the issue. Thank you XXXX XXXX

Company response to consumer: Closed with monetary relief