Consumer complaint received 2021-12-29
Company: AMERICAN PACIFIC MORTGAGE
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
My name is XXXX XXXX and my husband XXXX XXXX were in contact to purchase a home this fall XXXX as 1st time home owners with American Pacific Mortgage Corp. ( XXXX XXXX XXXX XXXX XXXXXXXX XXXX, XXXX, CA XXXX. Our loan officer was XXXX XXXX # XXXX ( phone : XXXX email : XXXX ). Her managers name is XXXX XXXX XXXX XXXX | XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX ) ( phone : XXXX email : XXXX. 

Through XXXX we were pre-approved XX/XX/XXXX with XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, CA XXXX ). On XX/XX/XXXX with the help of our realtor XXXX XXXX ( XXXX XXXX, phone : XXXX, email : XXXX ) we were in contract for a home at XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX. On XX/XX/XXXX we put {$5000.00} in escrow for our Earnest Money Deposit with XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX ). On XX/XX/XXXX we paid XXXX XXXX XXXX {$390.00} to conduct a home inspection on the property. The same day we also paid XXXX XXXX XXXXXXXX {$150.00} to perform an inspection. Our expected date to close was XX/XX/XXXX. On XX/XX/XXXX the deadline to close escrow was extended to XX/XX/XXXX. On XX/XX/XXXX the sellers sent a document demanding to close escrow by XX/XX/XXXX at XXXXOn XX/XX/XXXX the contract was cancelled by the sellers due the inability to close. 

The problems we experienced were lack of detailed and timely communication pertaining to our loan, the loan process, and the financial obligations such as our down payment costs, mortgage payments and interest rates and poor customer care. 

Through this experience XXXX and I never had a clear understanding of what loan program we were actually in. We both expressed several times to XXXX that we wanted to know the details of our loan in order to understand how much we were expected to pay for our down payment and mortgage and either, we didnt get a response from her or when we did the numbers and information fluctuated from {$8000.00}, {$15000.00}, {$3000.00}, {$7500.00} and so on to where we never got a clear understanding. 

A week before escrow was suppose to close she said her assistant XXXX XXXX ( phone : XXXX email : XXXX ) was going to send me an email of the final documents XXXX and I needed to submit. I called frequently that week to see if it had been sent and it eventually came XX/XX/XXXX which is after the date we were suppose to close. 

Due to the communication challenges we faced with XXXX, my husband took action to complain to her manager XXXX XXXX in attempt for better service. So, we began communicating with XXXX more and had less communication with XXXX. Whatever information was required we provided to him and were ensured we would close and that it was okay to put a 30-day notice in at our current apartment, which we did XX/XX/XXXX. However, our experience with XXXX got worse. Our close date continued to get pushed back every week and it got harder to get in contact with either XXXX or XXXX. Due to the problems we were experiencing, our realtor XXXX XXXX got more involved and became our primary source of contact as she tried to communicate with XXXX and XXXX in regards to closing, but she experienced the same treatment which resulted in her company XXXX XXXX filing a complaint against XXXX XXXX and Pacific American Mortgage Company as well. 

XXXX and XXXX were not upfront or honest nor on the same page about the loan figures which caused extreme confusion and frustration. Both of them relayed different information to us as if they werent working together or communicating with one another. When the sellers demanded on XX/XX/XXXX for escrow to close by XX/XX/XXXX at XXXX, that same day XXXX reached out and said they needed one more day to close. 5 more days went by and the transaction did not close forcing the sellers to cancel the contract XX/XX/XXXX, thus leaving our family of XXXX ( including XXXX children ) with 1 week and 4 days to find a place to stay because our 30-day noticed expired XX/XX/XXXX. 

This experience was extremely stressful and heart-wrenching for our family. There was no sympathy or apology from XXXX or XXXX, we never heard anything else from them. We would like this matter to be resolved with a refund of {$5500.00}, which is the money we lost from this transaction. 

Your help is greatly appreciated. 

Thank you, The XXXX XXXX

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