Consumer complaint received 2016-07-06
Company: UNITED SECURITY FINANCIAL
State: UT
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Settlement process and costs

Complaint:
For starters, I was referred to this company by a friend of mine whom had a close friend who used to work for this company. Regretfully, this was not an experience he and I thought we were going to have. To give a brief background, United Security Financial treated me, and everyone involved ( title company, co-borrower, and even their own employees ) with such disrespect, and discrimination that I feel it should be criminal. I do not intend to write down all the instances in which wrongdoing was done, but I do intend to point out one in particular. To sum my experience up. I had applied for mortgages through this company 3 different times. First to buy a home, in which we went under contract and nearly lost the home and our earnest money on the day of closing because United Security Financial failed to complete our loan on time, and made up a reason as to why I suddenly did not qualify. I had to go to extreme measures in 1 days time to complete the contracts deadline and close on the home. After waiting 6 months as I was told to do I reapplied with United Security Financial to refinance the loan I had to scramble to attain. Everything seemed to be going okay, Shockingly I even got the Closing Disclosure sent to me on XXXX/XXXX/2016 to sign in order to set up the closing in the next few days. I was very relieved to hear this. Without any communication at all, I hear that the loan officer and branch that had been working with me had been let go from the company and the whole branch was as well. The loan officer reached out to me and instructed me not to panic, as someone at their corporate building would be following up with me to set up closing etc. That call never came. Numerous attempts were made to contact United Security Financial and none of them would answer the phone, or when they would answer I was told that someone else would be calling me to give me an update, and no calls ever came. Meanwhile my current loan was increasing in interest and becoming very expensive. Weeks turned to months and still no contact. I soon gave up and attempted to refinance with another company. I was told by the other company that United Security Financial would not completely transfer over the appraisal that I had done on my home, therefore costing me {$470.00} more dollars to have another one performed. Oddly enough just when I was about to finish the refinance with the other company, we received a call from United Security Financial urging us to quickly close the loan before the loan approval would expire. The only reason we toyed with the idea of calling them back is because they were able to finance us for XXXX % LTV and because they were not letting anyone else use that appraisal it proved to allow us to bring less money to closing than the other refinance did. It was a significant enough dollar amount that we had no choice but to proceed with United Security Financial. However, we NEVER were sent any other disclosures forms, or updated documents to sign at all. They just had us go to the closing table. It was XXXX/XXXX/2016 when we closed. 3 full months after I got the original Closing Disclosure. I had thought the law required a new CD to be sent out if any changes were made to the loan. When we got to the table it was obvious that there were many changes, but we NEVER received a revised CD to review the changes. I was no longer including my escrows in the mortgage. The Closing Costs and Cash to Close were much higher than the first CD, as was the Origination Fee that was charged. The Loan Officer was different than whom I started with as well. So going 3 months from initial CD to closing without hearing anything from the company, and then to have these things changed and never disclosed to me is the reason for my complaint. However, it should also be noted that this company should be avoided at all costs.

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