Consumer complaint received 2020-11-05
Company: Commerce Home Mortgage, Inc
State: VA
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I am a Veteran, I submitted and applied to refinance by streamlining with XXXX. I signed all the negotiation papers and went into the online portal to sign papers required. I also had credit pulled and verification of payment made to my mortgage company by XXXX XXXX in care of XXXX  and others, which was locked. I started this process XXXX 2020. 

Jus before everything was supposed to go through I get a text from XXXX XXXX XXXX asking me to pay {$920.00} to the new mortgage company in order to get financed. 

I responded No deal. My problem is with streaming when did they required any money down or toward financing as a Veteran. I am also curious as to why wait days before processing everything and have me sign and fax so many papers in the contract agreement. 

I submitted my problem back to someone from the XXXX XXXX in hopes that I could get an answer. The reply I received was asking me to work something out as if they wanted more money. I also felt that if I call the original processor he would tell me anything with an attitude as if he did not want my business, because I had a problem like this before and I had to write his supervisor or someone to get his attention. lso who could have told me from the beginning it there was a problem and instead he sent me a text, as an after though for me to pay something in advance on a contract that was agreed to already. 
Not sure why he could not have explain things out front from the beginning any changes that were made regarding Streaming for Veterans. I have been a customer for year and got my family to do business with XXXX as well. 

I also want to know why Commerce Home Mortgage Company underwriting or someone changed and wanted money under streamline after I did all the paperwork. I have included them in my complaint. 


XXXX XXXX XXXX Motto A Veteran-Whether Active Duty, Retired, National Guard or Reserve-Is Someone Who, at one point in their Life, Wrote a Check made payable to " The United States of America '', for the Amount of " Up to and Including My Life ''. 


XXXX Headquarters XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, Utah, XXXX, United States. 
Phone : XXXX XXXX XXXX XXXX. 

Commerce Home Mortgage XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX The name of the Company 's Agent is : XXXX XXXX XXXX  XXXX XXXX XXXX  XXXX  XXXX XXXX, CA XXXX I feel violated and taken advantage as a XXXX  veteran because my credit was pulled, I gave them access to my information as it was not needed for processing. This was a lawful contract made and then they wanted money to refinance on a streamline. Then to cover it up they made it appear that I decline the offered when I did not want to have to pay anything, so I was told to close it out until I spoke to someone or XXXX XXXX who would explain everything because of the deadline anything not in the original negotiation. I was tricked, he never called to explain anything further.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation