Consumer complaint received 2021-04-16
Company: GSF MORTGAGE CORP
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I've submitted my formal complaint to XXXX XXXX. They're very aware of my situation, but I would like other consumers/borrowers to be aware of this lender and its employees -- I HIGHLY RECOMMEND AVOIDING XXXX XXXX/GSF MORTGAGE CORP AND ITS EMPLOYEES AT ALL COST! 

I had submitted my refinance application to XXXX XXXX/GSF Mortgage Corp on XX/XX/XXXX. All the documents requested were uploaded by XXXX. The two loan officers I worked with, XXXX XXXX and XXXX XXXX, became unresponsive when I would try to call or email them. I would receive a response from one of them every other week. When I finally got ahold of them, they would never mention that anything was missing or still need nor would they be able to give me an accurate response as to where my loan application stood. It was apparent that they were neglecting my application. If you'd send them something, they'd never acknowledge or confirm receipt of the file you sent them ; then you'd bring it up to them that you sent them something and they clearly never saw it and would ask for it to be sent again. The one loan officer, XXXX, had promised me the closing would be the week of XX/XX/XXXX. Well, the end of XXXX came and went. 

After 2 months of following up with them to see when my closing date would be, it was not until I threatened to contact the New Jersey Department of Banking for illegal and unfair lending practices that I was contacted by one of their VPs ensuring me the closing date would be by XXXX XXXX ; she tried to blame the poor customer service and poor communications and lag in progress with my application due to COVID even though other mortgage lenders are completing refinances in 30 to 35 days. I don't even know how my rate was still locked in after 2 months. 

Just days leading up to my closing date, these two loan officers could still not get it together and coordinate with their underwriter to meet the XXXX XXXX closing date. XXXX still had the nerve to try to push back the closing date. So I contacted their VP to inform them what was occurring and wanted to understand why the underwriter was needing additional time ( to which she never returned my voicemail, but must have received it since I was ultimately able to close by XXXX XXXX ). They disregarded the payment receipt for the home insurance provided and still had this incorrect in the closing cost ; only corrected the morning of the closing date since I had to remind them about this AGAIN! 

On the day of the closing, I found new charges that were never mentioned to me under the closing costs! I was originally given the appraisal cost of {$550.00}. An hour before the notary was to arrive at my house for me to sign the closing documents, I found that the appraisal fee actually cost {$75.00} more and I only found this out because I closely reviewed the closing cost! When I asked XXXX why this was never communicated to me, he was offended by my question and began to speak to me aggressively. It was clear he was irritated and annoyed instead of owning responsibility for his mistake at which I decided to end the call. The sneaking of additional fees didnt catch me off guard since I caught both XXXX and XXXX in various lies throughout the process of my application which was why I was adamant with them about seeing the disclosure document prior to the notary 's arrival. This was not my first refinance, but I did just give birth to a newborn and should have paid closer attention to all of the red signs! 

AVOID the stress and aggravation from my experience ( along with plenty of others that you'll find under XXXX XXXX and go with another lender that will be honest with them about their application and close in 30 to 35 days ; youll receive much better customer service than going with XXXX XXXX/GSF Mortgage Corp and having to deal with their poorly trained employees.

Company response to consumer: Closed with explanation