Consumer complaint received 2016-11-03
Company: Pacific Union Financial, LLC
State: CO
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XX/XX/XXXX, my home received sever damage from a hailstorm. With that storm, there were hundreds of homeowners affected. I am mentioning this because due to the sheer number of people affected contractors, roofers, widow companies were all substantially backlogged with work. So, once you were able to receive a date of repairs, you dare not try to modify it or you may be looking at the next available date being a month or two out. This is where my issues begin. I received the insurance payment XX/XX/XXXX. There was an issue with the wrong lending company listed so we had to work that issue out with the insurance company. XXXX XXXX XXXX was notified at the beginning of XXXX of the issue. After receiving their requirements for documentation ( Which included XXXX for each contractor, estimate for contracts, contractor 's license or insurance policy, an affidavit to not spend the money on anything else, and the insurance estimate ) I accidently submitted the documents to my mortgagers XXXX address and not the XXXX address where the Lost/ Draft Department is located. They ultimately received the documents and check between XX/XX/XXXX-XX/XX/XXXX. A little over a week later, on XX/XX/XXXX, I inquired about the status of the initial payment. Only then, I was informed I did not submit the insurance est ( I 'm XXXX % sure I did, but anyways ). On XXXX XXXX, I submitted those documents. On XX/XX/XXXX I received an email that the tax ID for the roofers did show up in the IRS website ( or something to that nature ). That was corrected by XX/XX/XXXX. I did not receive the first installment until roughly XX/XX/XXXX. During that month of waiting, I had the house painted. As I mentioned previously about contractors being backed up, I did not have the luxury of waiting for the first check so I paid out of pocket. The first check I did receive was made out to me and the roofer, for which did not even begin work until XX/XX/XXXX. 
On XX/XX/XXXX, after getting the run around every time I contacted PUF, I requested to speak to the manger XXXX XXXX XXXX ( Last name possible misspelled ). He stated he understood my plight and agreed the documents required and the length of time to process things was ridicules. He informed me that he could send a payment for the money I used to pay the painters, but I need to provide a lien waiver. I submitted that the next day. It is now XX/XX/XXXX and I still have not received the money. The roof is done, and they require payment by XX/XX/XXXX. Therefore, when I do receive that money I will have to use it to pay them off the roofers until I can receive the second draft. With their track record that could be another month out. In an attempt to reduce the length if this complaint I have listed other issues I have encountered with PUF. Note, I did not finance with PUF initially, they purchased my loan from another bank. I can only assume because they can not sustain customers off their own stellar performance. Also understand this ; I spent over 20 years in the XXXX, so I am far from thin skinned. I mastered patience and realize things require time. So, when I do complain, you can be assured that there is a serious issue. 
1. Waited 3 weeks to get an inspection scheduled, in which I called at least weekly to remind them and they kept sending requests. Funny story with that I think the senior reps would like to know. The inspector I spoke to stated, of all the house he has inspects that are financed through PUF, every homeowner has complained about the issue they receive from them. He also stated, each one said they intend to refinance when there claims have been completed. 
2. Of the XXXX-XXXX lost/draft associates I have spoken to, only XXXX did not give me the " I do n't care attitude, '' and actually did what she said she was going to

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