Consumer complaint received 2018-01-05
Company: ROYAL UNITED MORTGAGE LLC
State: IN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XXXX XXXX I was contacted by Royal United Mortgage via a Request I submitted via XXXX XXXX.At the time XXXX XXXX contacted me and we discussed options for a cash out refinance. He stated he could lower payments, and provide cash back for me and beat others costs etc... I questioned him on costs and rates he would not send everything. On XXXX XXXX I asked again and stated I needed it in writing the best he would do was send one word emails "XXXX" and "Opt1. 4.250%,Opt2, 4.250%, Opt3. 3.625%" in separate emails as we were discussing costs and options.  I agreed to go with Royal Mortgage to perform a Cash-Out Refi and selected option 1 of his 3 options.  This was a cash-out refi at 4.25%, XXXX  origination fees, XXXX closing costs (including appraisal XXXX) for a 30 year mortgage, 75% LTV pending appraisal #'s.  My estimate was XXXX (Actual appraisal came in at XXXX).  We also discussed paying off the $7100+/-  due on a truck I own.  I also stated several times from the beginning that this is an investment property and not my residence that NO mail should be sent to this location and gave him my current address (since then multiple items have been mailed to the property).  When the initial appraisal and paperwork was time to sign he wanted to call and discuss as I was signing and kept insisting we just do it as he talked me through it.... There were several very high costs associated with appraisal, total fee's over $7100 dollars!  He assured me that he had to report the highest possible fee's but the rate was locked and those numbers would come down substantially.  I again pointed out this was an investment property since the previous form said personal residence, I was reassured it was corrected and just a typo.  (Dodd-Frank was mentioned during this call as reasoning for all of this hassle.)After the appraisal I was sent two different closing cost statements nearly back to back... I tried to question XXXX, and his coworkers (XXXX XXXX, XXXX XXXX, XXXX XXXX) via the phone however 'XXXX' was unable to locate any of them in the office on XXXX XXXX when I had tried to call.   So I sent XXXX a text message (since he has answered those in the past rapidly), in the text I asked XXXX to review his  numbers as they were not what was stated to me previously.  He said he would and this morning at XXXX eastern XXXX.XXXX, he called and apologized for the couple of fee's that were not taken out. These fee's amounted to around $350  dollars which still didn't add up to my XXXX appraisal fee.   I asked him about the XXXX and other large sums listed on the closing documents, he stated that because my loan wasn't as large now that the appraisal was XXXX lower, that I was being forced to pay more, and also that it was an investment property.  I disagreed that this should never be the case and said that's not what he stated earlier and quoted the previous XXXX in fees total (XXXX origination, XXXX  closing) and that the rate should be 4.125%-4.25% APR as was also mentioned previously, not 5.253% as stated in the closing disclosure.  He kept reiterating the same thing saying yes but your payments are exactly what I told you they'd be... In order to get off the phone I told him I'd think about it, and after thinking about it, I feel I was outright lied to.  In my opinion this amounts to fraud, and illegal deceptive banking practices.When XXXX called back the next day he again tried to get me to agree to sign the document to complete the loan, I disagreed with the extra points & fees they were now charging and listed the terms I was told.  He didn’t seem to remember anything he told me and since I stated our communication from this point will be solely via email so that it is documented and excused myself from the call while he stated he would see what he could do on the numbers. I said unless it is exactly as I was told it would be, I’m not interested.Since I declined I was harassed with up to 7 calls and texts messages per day for several days until I threatened them that I would report them to the Consumers Financial protection Bureau.Then on XX/XX/XXXX I received a text from “XXXX  XXXX, Assistant Vice President of Client Experience Team” I instructed XXXX. XXXX that I was on vacation and if he wanted to discuss the issues I would be available at XXXX on Thursday, XX/XX/XXXX.  He did not call at that time while I blocked out calls and waited for him to contact me as he stated in his text he would.   Just another case of a Royal United employee not following through with what they stated they would!Since XX/XX/XXXX I have received two missed calls from Royal United when I have stated numerous times to only contact me via email and only if they'll put what they promised to paper.

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 monetary relief