Consumer complaint received 2019-06-04
Company: ClearPath Lending
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I currently have a VA mortgage loan with XXXX XXXX. In early XXXX, 2019, I contacted Clearpath Lending about refinancing my loan. I began working with Mr. XXXX XXXX, a branch manager at Clearpath. I was offered the rate of 4.125 % to refinance. In mid-XXXX, an employee of XXXX XXXX, contacted me to notify me about the VA streamline refinance. He informed me that XXXX XXXX could offer me a rate of 3.875 %. I decided to take this offer. On XX/XX/XXXX, I emailed Mr. XXXX to inform him that XXXX XXXX had made me a better offer, and I was going to accept it. Mr. XXXX emailed response seemed to indicate frustration, as he urged me to do more research on XXXX XXXX, and chided me for falling for this bait and switch. He stated that he would cancel the loan, and his manager XXXX would get in touch with me, as Mr. XXXX was currently on vacation out of town. I replied that I had done my research, and when I analyzed the numbers, it was clear that XXXX. XXXX offer was the better one, but, if Clearpath would be willing to beat XXXX. XXXX offer, I would be willing to listen. Mr. XXXX next emailed response was Thanks buddy what an XXXX XXXX guy FYI. I emailed back Are you referring to me? to which Mr. XXXX replied Sorry wrong person Im on vacation at a beach and then No apologies going back and forth with both work and personal emails on my phone I just replied to your email. In the next email, Mr. XXXX continues to discuss the possibility of a loan with Clearpath, emphasizing the risks taken by Clearpath in offering me an extended lock for 60 days, and their commitment and loyalty to their customers. The last email I received from Mr. XXXX was a profuse apology, in which he attempted to assure me that his XXXX XXXX guy comment wasnt about race, but instead, The email was meant for my manager and we always email a description of the borrower Male, Female, XXXX XXXX XXXX speaking old or young so management can get a better idea of who they are speaking with. Mr. XXXX also stated that his manager, XXXX, would call me the next day in regards to what we can do to make this right. Mr. XXXX also stated that he had been suspended, and the president of the company had gotten word about this situation. The next day, I received a call from Mr. XXXX XXXX. Mr. XXXX identified himself as Mr. XXXX manager, and basically reiterated Mr. XXXX emailed apology, and stated that the president of Clearpath authorized him to extend to me an offer of 3.25 %, to make this right. I told Mr. XXXX that I would consider this offer, and call him back later. When I called him back, I reached his voice mail, and his recorded voice mail greeting stated that, in case of urgent matters, call his manager, XXXX XXXX. Needless to say, this entire situation has left me shocked and appalled. Until the time that I mentioned to Mr. XXXX that I had shopped around and found a better offer, I felt that we shared a good rapport. What other provocation, if not racism, would cause Mr. XXXX to so quickly resort to name-calling, referring to me as an XXXX in the email that was intended for his coworker? Is it possible that Clearpath has an internal policy of identifying their clients using ethnic, gender, and age-based descriptions? Was the president of Clearpath really notified, and Mr. XXXX suspended? Or did Mr. XXXX and Mr. XXXX devise this plan to mitigate any damages caused by his egregious, inappropriate comments? In referring to me as an XXXX XXXX guy, Mr. XXXX clearly exhibits his disrespect for, and willingness to insult his XXXX-XXXX clients when things dont go his way. It also appears that Mr. XXXX was involved in this deceptive situation, which indicates a culture of dishonesty at Clearpath. For this reason, I am filing this complaint of misconduct against Clearpath Lending.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation