Consumer complaint received 2020-08-25
Company: Better Mortgage, Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I was going to refinance my condo with better.com starting the online process on XX/XX/2020. As we neared the finish line for my refinance. They had extra amounts on the final papers that the notary brought on XX/XX/2020. I apologized to the notary who had came and let him know those were not the numbers I had agreed to with better.com so I was not going to sign. I reached out to better.com and they reassured me that they would fix it and send a second notary for me to sing the right paper work. XX/XX/2020. I took another day off to sign with the second notary that should have had the " correct information ''. I signed all of the papers that the second Notary XXXX brought trusting Better Mortgage fixed the extra money charged upon our verbal agreement. After signing all of the paperwork the notary gave me a copy of all the paper work I had just signed. XXXX the notary lady left to her next appointment. As I began to read through the documents I found that Better Mortgage lied to me and had not in fact fixed the wrong information. They had just sent a new face for me to sign the paper work on the XXXX of XXXX with several of the papers still reading XX/XX/XXXX. I immediately attempted to reaching out to better.com again. Because not only did they not fix the extra monies added to the amount I owed. Several of the papers that I had signed on the XXXX of XXXX read the old date of XX/XX/XXXX, which was inaccurate. They did not respond to me after I signed. After read through the whole packet of papers I knew that I only had three days to cancel and that I was on a time constraint. What was worst was that my grandmothers funeral was at XXXX XXXX on the last date I had to cancel. Which is why I had worked on the cancellation the night before on XX/XX/XXXX and had it ready to drop in the mail and send the cancelation on the XXXX. I exercise my right to cancel refinancing with better.com. Doing so via mail as prompted to perform by XX/XX/2020 with a cut off time of XXXX. This in the final paperwork I had signed and agreed to. Sending a cancellation letter to the parties working with better.com to also  informing them of my cancellation. I went above and beyond what was asked of me to cancel my refinance with better.com. I sent a written paper to disclose my notice of cancellation to the companies that worked with better.com and the NOTICE OF RIGHT TO CANCEL to better.com sent out of the XXXX post office at XXXX XXXX  on XX/XX/2020 to the following companies bettermortgage.com XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX, XXXX  XXXX XXXX  XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, XXXX, and Mortgage Posting - Closing ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX. The same day of XXXX XXXX at XXXX XXXX  I also sent an email to XXXX XXXX and XXXX with a picture of my signature on better.coms NOTICE OF RIGHT TO CANCEL letting them know I did try reaching out, and scheduling an appointment with questions about the closing papers. In reached out again to inform Better Mortgage via email of my canceling this transaction is when I finally received a call from Better Mortgage. " Asking me why did I cancel with them? '' Let XXXX from Better Mortgage know that I would like to take this phone call as an opportunity to cancel via telephone. I have tried to cancel by phone, email, and US Postal Service, even though I was only asked to cancel via US Postal Service. Thinking I had Gone above and beyond to cancel the refinance with better.com on XX/XX/XXXX. I continue to shop for rates, and attempted to continue to pay my mortgage payment with my original loan company of XXXX XXXX XXXX. When XXXX XXXX XXXX broke the news to me that my loan did exist with them anymore. Thats when I started to find out about the nightmare that better mortgage.com is as a company with no regard for rules or the law. Better mortgage refused to cancel the refinance by reached out to the title company that they work with at XXXX XXXX XXXX telling them to closed and funded on the XXXX of XXXX. I find this to be concerning that the Title company would also not even allowing a 2 to 3 day window for a NOTICE OF RIGHT TO CANCEL to be delivered. Reaching out to question this action to fund by better.com. The response that XXXX XXXX gave me. XXXX : I am reaching out because unfortunately it appears that there was an oversight regarding the funding of your loan and we did in fact fund the loan despite you sending in the request to cancel. I know you had previous issues with the long process in general so this only adds more frustration, and I want you to know that Im sincerely sorry this has happened and we want to make it right. If you are willing to reconsider your cancellation and choose to move forward with us we would love to make it up to you by sending you {$1000.00} check. I let them know that I was not interested in staying with them asking better.com correct the wrong that they did. I have been sending emails and making phone calls to the original loan company XXXX XXXX XXXX, XXXX  XXXX XXXX, and Better Mortgage trying to see this through and get my loan back to its original state before I started the refinance. I have not heard back from XXXX at Better Mortgage since XX/XX/2020 and it is now XX/XX/2020. Not sure what to do next because the last email opened from them to day is from XXXX XXXX XXXX and I don't understand what it means. 

Hi, This email is in regards to your Post-consummation closing disclosure, which has been uploaded for you on our website. Kindly review and acknowledge the receipt of the document. 

The Post Consummation Closing Disclosure is just for your perusal, which reflects the final disbursement figures for your loan. Kindly note that there is no further action required from your end. 

Following are the changes which have been done on PCCD as compared to Final CD : 1.  Section B : Paid to party name updated for Lenders ' title insurance as XXXX from XXXX ( Better mortgage escrow ). [ CD Page 2 ]. 
2. Section B : Paid to party name updated for settlement fee as XXXX XXXX  from XXXX ( Better mortgage escrow ). [ CD Page 2 ]. 
3. Section E : CA senate bill amount added under Deed. [ CD Page 2 ]. 


Please let me know in case of any concern. 

Thank you for working with us. 



-- Thanks & Regards, XXXX XXXX | XXXX  | Closing - Disclosures Audit Team | Better Mortgage | XXXX XXXX, XXXX XXXX, XXXX XXXX NY XXXX Please help?

Company response to consumer: Closed with explanation