Consumer complaint received 2019-11-16
Company: AMERICAN PACIFIC MORTGAGE
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XXXX XXXX XXXX, specifically XXXX XXXX ( NMLS # XXXX ). I started an FHA streamline with XXXX XXXX over 8 months ago! Yes, it took this man the better part of a year to close a streamline refinance. 
I was lured in on one of those XXXX cash to close refinance ads XXXX had mailed out to houses in the area. Sadly, XXXX failed to complete my loan under the conditions he promised and my deal ended up changing MULTIPLE times. My cash to close went from {$0.00}, to $ XXXX~, to {$700.00} to over {$2000.00}. I was informed on THREE separate occasions we were closing ; those closing dates came and went, and not even a single peep from XXXX. At one point XXXX had failed to keep my loan active, so the lender cancelled and deleted my file entirely, yes, at month six we had to begin this process ALL OVER. 

During this entire process I maybe spoke to XXXX on the phone a handful of times ( he heavily preferred email/text ) and hed only ever call me to give me bad news. Right around month six, I received a call from him letting me know that the lender cancelled the file due to inactivity and we had to begin this WHOLE process over. I think, as most people would be I was furious, though, I stayed calm with XXXX, but I demanded answers. Well XXXX did not have any answers, and in-fact he yelled at me over the phone and tried to shift blame onto me. XXXX was completely unremorseful of the situation. He simply did not care. 

In the midst of all this, we were able to track down the VPs phone number, so we gave him a call. While XXXX is clearly, a well-educated and professional person he remained distant from the actual issue. The position he took was more of a coworker who had no power to discipline XXXX. However, we were told XXXX was yelled at I will say, XXXX explained more about my refinance, and lending in general in two limited phone calls than XXXX did in 8 months. I appreciated that. 

Finally, it is time to close. Documents have published and all I need to do is sign and wait the three days. But wait, my closing cost is showing as $ XXXX~. Well that is not right. Last I spoke to XXXX I was told $ XXXX~. I then received a phone call.. ( if you guessed it was XXXX, you win a gold star ). XXXX did indeed confirm the bad news, but said, I was going to make it right, you have my word. He instructed me to sign the documents so the clock could start and we could close. In my gut, I knew better, but at this point 8 months later, I just wanted this over. I signed the documents, and soon found out that XXXX was going to cut me a whopping {$500.00} check. Well thanks, after eight months of XXXX, multiple cash to close changes, failed closing this what their way of making it right. 

I proceeded to pick up the phone and call XXXX. As mentioned earlier, XXXX is clearly well educated and knows how to talk to people. While the phone call was uneventful, I did ask them to up the amount. XXXX was a master at dancing his away around that, but ultimately he revealed two things. XXXX does a lot of business for us and We have no fiduciary duty to you. So that explains why XXXX gets away with what he does, he makes them money so why possible harm that.

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