Consumer complaint received 2015-04-06
Company: F&M Mortgage Group, LLC
State: DC
Product: Mortgage
Sub-product: Other mortgage
Issue: Application, originator, mortgage broker

Complaint:
On XXXX/XXXX/15, I sought a mortgage refinance on my primary home with XXXX XXXX of F & M Mortgage Group, LLC. Once the loan was underway, I began working with XXXX 's employee, XXXX XXXX. On XXXX, at XXXX p.m., I got an email from XXXX stating that underwriting had been suspended on my loan and he had put the appraisal order on hold. The appraiser had already come that day at noon to do the appraisal. I called XXXX immediately to ask what was happening. As I sought an explanation, XXXX verbally abused me and hung up on me! XXXX started yelling at me and told me I could just talk to XXXX and hung up on me! Upset and shaken, I immediately called XXXX and left a voicemail in which I explained what happened and lodged my complaint. XXXX called me back and was snarky and argumentative and less than conciliatory in his tone. I asked if I would be able to get a refund of the appraisal fee since the loan was being put on hold. XXXX explained that at a minimum, the appraiser would charge a trip fee for coming out to the property. When I expressed my concerns about proceeding with the loan, XXXX said that if I was n't going to proceed with the loan then he was n't going to do anything about getting me a partial refund of my {$410.00} appraisal fee despite the fact that the appraiser had just come that day and could not have had the opportunity to commence the appraisal evaluation. I felt like he was trying to extort me into proceeding with the loan or he would not help me get a refund. On XX/XX/XXXX at XXXX XXXX called and left a voicemail in which he apologized for yelling at me and stating that he had a lot of things going on and I caught him at a bad moment. He accepted full responsibility for his actions. On XX/XX/XXXX at XX/XX/XXXX., XXXX sent me an email which stated that it made sense that the late payments reported occurred prior to the modification going into effect. He based his opinion on my credit history he reviewed. He also concluded that the late payments reported should not impact my application. Unable to overcome my disgust at how I was treated, on XX/XX/XXXX I sent XXXX an email stating I would not be proceeding with the loan and requesting that he take steps to process a refund of my appraisal fee less the {$100.00} trip fee for the appraiser. On XX/XX/XXXX at XX/XX/XXXX., I got an email from XXXX which had attached a Notice of Action letter which indicated I was being denied credit. The letter stated had XXXX boxes checked : 1 ) Lates from date of modification, and 2 ) withdrawn by applicant. I sent XXXX an email requesting that he change the Notice of Action letter to properly reflect ONLY that I had withdrawn my application. XXXX refused to correct the letter. XXXX XXXX and F & M Mortgage retaliated against me terminating my loan application with them. They improperly reported that they denied me credit because I had late payments reported on my credit report. Their own analysis reflected that the late payments reported on my credit report occurred before my loan was modified and should not have impacted my application because they occurred prior to the time I obtained a mortgage modification. 
I want to have the Notice of Action Letter revised to reflect only that I withdrew my loan application. I do not want any reason indicated on the Letter.

Company response to consumer: Untimely response