Consumer complaint received 2021-01-22
Company: INTERCONTINENTAL CAPITAL GROUP
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Back in XXXX of XXXX I decided I wanted to refinance my house due to the low rates. XX/XX/XXXX they started my process, XXXX XXXX - Mortgage Loan Officer ( Intercontinental Capital Group , Inc. ) | NMLS : XXXX XXXX XXXX XXXX XXXX, # XXXX, XXXX, FL XXXX was taking care of my documents and my rate was locked and submitted over to processing ( according to XXXX XXXX all seemed smooth. I then scheduled my appraisal ( {$540.00} ) and was conducted on XX/XX/XXXX. From there on, I emailed them each time the proper documents that I was even asked for. I then realized that a few times I was getting asked over and over for duplicate documents. I then kept in touch with my Loan officer - it is then after 65 days I started to reach out to her more often as things did not seem to add up. I would touch base with her and simply she would express that they were having difficult with some documents. The clock was ticking - this went on for a few months. XX/XX/XXXX gets here and I am already frustrated, I am asking questions. I then get an email, from my loan officer that I closing was approaching and I could skip my XXXX and XXXX payment. I still made sure I asked about how it would affect me if this would not go through and she reassure me that I would be closing soon. Well, XX/XX/XXXX gets here and I get an email from XXXX that she was resigning and that she was not aware why this was taking longer then expected - the following is XXXX Email, by then when I was asked to give my mortgage payment it was already late and they added a fee and i was reported to the Bureau of Credit causing my score to drop. ( Hey XXXX, I wanted to shoot you a quick update, I have decided to leave XXXX so I just wanted to make sure you were prepared for the next steps before I leave. They are still waiting on the desk review to come back on your appraisal I have no idea what could possibly be taking so long a refinance shouldnt take more than 45 days and yours Is coming up on 4 months. 
Tomorrow if you dont receive your closing disclosure call into to your mortgage company and make your XXXX payment. Touch base with XXXX if you need anything at all she will help get you to the finish line so you can finally be done with all of this. 

Thanks for all of your time and patience it was a pleasure working with you! ). This then went on up to just now XX/XX/XXXX and until this day I have not closed. I have then decided that I am going refinance with a local mortgage company, but the problem here is that my appraisal had expired and I am asking Intercontinental Capital Group , Inc. to refund me the cost of my appraisal which is of no use now with the other mortgage company plus the late fee that was applied from my bank for my late payment. I have reached out the supervisor and the closing agent and they all do not reply and I have proof of emails and when they do they state that in the few days all will go smooth ( that is every month ) up to this day they all blame each other and not anyone has even returned my call. This is the email that I got today from XXXX XXXX and her reply was not even clear as each month it is the same thing - ( I do apologize you havent been contacted, I did reach out to my supervisor with your contact information the same day you requested to speak with them. I wasnt aware you werent contacted by them and I do apologize. Your loan is in resubmittal at this point because we were able to gain the final documents needed for the Underwriter to fully clear your loan. The great part is our Underwriter previously cleared everything else so we dont have anything additional that would hold your loan up. 
I do understand your frustration, as I have been pushing your loan for the time that Ive had the pleasure of working it through but I know that this is still upsetting. If you are willing, we can wait for our Underwriter to confirm their decision, which we are looking to get it cleared to close, and once done, we can finally wrap up this transaction. Since we have been working this long, I want to make sure we can follow through and wrap this all up for you. ). 

I do not understand why they can do this, I missed on so many months of trying to save money and now I need to pay a second appraisal in order for me to refinance. I can provide all emails of where each month was the same thing of which i was lucky they would reply. At this time I am frustrated about all this and I feel as if I was a joke to them.

Company response to consumer: Closed with explanation