Consumer complaint received 2016-03-17
Company: PLATINUM HOME MORTGAGE CORPORATION
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Settlement process and costs

Complaint:
Dear CFPB : I had the worst experience with Platinum Home Mortgage ; delays in communication and Internal Revenue issue that was brought to our attention on XXXX/XXXX/XXXX, this was literally 10 days prior to finalizing and closing escrow. Platinum Home Mortgage ran our XXXX as of XXXX/XXXX/XXXX, which they had ample time of 43 days to address this issue. 

I truly believe Platinum Home Mortgage is in violation of TRID. 

I have attached my letter to XXXX XXXX XXXX, XXXX of Platinum Home Mortgage, sent on XXXX/XXXX/XXXX, seeking resolution and assistance. I have attached corresponding e-mails from XXXX XXXX, XXXX XXXX XXXX and XXXX XXXX XXXX , In-House Counsel of Platinum Home Mortgage. 

XXXX XXXX XXXX sent me an e-mail on XXXX/XXXX/XXXX with an attachment letter from Platinum Home Mortgage, as noted below : Responding to my letter on XXXX/XXXX/XXXX, including in the spirit of customer satisfaction, " We are willing to offer you {$500.00} to compensate you for any confusion that may have caused you. Please sign the below acknowledgement and email or return to me at the address shown in the upper left hand corner. A check will then be issued and sent to you via certified mail. 
You acknowledge that acceptance of such reimbursement forever releases and discharges Platinum Home Mortgage Corporation and its successors, assigns of any and/or other compensation of any nature whatsoever, both known and unknown, against Platinum Home Mortgage Corporation, including any and all claims under federal and state law. '' I did not sign. Platinum Home Mortgage has not addressed my issue concerning my Buyer/Borrower Escrow Closing Statement, which list IRS Payment of {$1600.00} which legally states on the Escrow Closing Statement, which we legally signed a binding agreement of Escrow Fees, my husband and I executed the Escrow Closing Statement Agreement on XXXX/XXXX/XXXX. 


Platinum Home Mortgage never revised IRS Payment from {$1600.00} to {$4400.00} a difference of {$2700.00}. Platinum Home Mortgage was to make a wire deposit of {$25000.00} into our checking, as promised by XXXX XXXX, Mortgage Consultant of Platinum Mortgage and XXXX XXXX, Notary of XXXX. 

We also received a generated Closing Disclosure sent by Platinum Home Mortgage Corporation in XXXX, XXXX, which stated IRS Payoff of {$1600.00}. 
XXXX XXXX indicated, if we wanted to close on XXXX/XXXX/XXXX, we said, yes. XXXX XXXX confirmed our loan was recorded on Fri, XXXX/XXXX/XXXX and funds would be available on Monday XXXX/XXXX/XXXX. We confirmed with our bank Mon, XXXX/XXXX/XXXX, Tues, XXXX/XXXX/XXXX and the morning of Wed, XXXX/XXXX/XXXX and no funds?? No communication given by Platinum Home Mortgage. 
We then receive a call on Wed, XXXX/XXXX/XXXX from XXXX XXXX, Escrow Assistant & Office Manager of XXXX XXXX in XXXX XXXX, XXXX - indicating our funds were wired and payoffs were completed. We inquired as to why the payoffs and monies were n't wired until Wed, XXXX/XXXX/XXXX to our account as promised?? 
XXXX XXXX indicated Platinum Home Mortgage did n't want to send the pay-off to the IRS of {$4400.00}, they were going back and forth with XXXX, as to whom was going to send the IRS payoff?? XXXX XXXX still had the IRS funds and had n't sent out for payment. We were verbally told by XXXX XXXX on a conference call. 
As XXXX had our Escrow Closing Statement- fully executed by us, which stated IRS Pay-off of {$1600.00}, which XXXX XXXX confirmed the stated pay-off amount. 
Platinum Mortgage did not mention this conversation on their corresponding e-mail/letter to us on XXXX/XXXX/XXXX. XXXX XXXX held the payment to the XXXX XXXX due to my instructions, until we resolved, but clearly due to Platinum Home Mortgage hesitation. 
I communicated with XXXX XXXX, I would be reaching out to XXXX XXXX XXXX, CEO of Platinum Home Mortgage and I would be seeking legal counsel for resolution and XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation