Consumer complaint received 2016-10-25
Company: U.S. BANK NATIONAL ASSOCIATION - SAN FRANCISCO MAIN BRANCH
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Settlement process and costs

Complaint:
I completed an application to refinance my home in XX/XX/XXXX with Union Bank. I worked with XXXX XXXX in Arizona who was unprofessional during the process. 
I originally requested a loan to reduce my mortgage payment but switched to a cash out loan. I was provided an estimate of the closing cost for the original loan but not when I requested the cash out loan. I was told by XXXX that no additional fees would be charged to me if I switched loans. The closing estimate for the cash out loan was sent via email on union bank secured website which I was unable to obtain. I spoke with XXXX XXXX manager XX/XX/XXXX as I was complaining about additional documents requested that I felt were not necessary. During this call I requested the estimate be sent to me for my review. XXXX stated that XXXX would email the estimate. When XXXX called me the same day he told me that he could not provide the estimate as it needed to be updated. Based on the treatment received from XXXX I felt something was n't right. I requested the estimate again the day before my closing docs were sent for signing around XX/XX/XXXX. I never received the requested docs. The next day I received a call from the title company to sign the docs. I requested the estimate from the title company at that time. I was charged additional fees of {$700.00} that I was not aware of. I contacted XXXX to discuss the issue and was unable to resolve the issue. I requested his managers contact information and he refused to provide the information. XXXX insisted on disconnecting the call. I had to contact the title company to receive XXXX manager number- XXXX XXXX . 
I complained to XXXX XXXX about the treatment and information received about fees. XXXX stated that he would review the calls and contact me within 24 hours. XXXX verified that XXXX told me no additional fees would be charged and verified XXXX unprofessionalism. I requested that the {$700.00} fee be removed as I was not aware and I never received an estimate. XXXX worked diligently to have the fee removed. The fee was removed and all docs were updated XXXX/XXXX/16 for my signature. 
At this point I was close to the expiration of my rate lock. I was told that I needed to sign asap to avoid additional fees {$650.00}. I signed at XXXX at my home on XXXX/XXXX/16 on my fiancs birthday to avoid the fees. I had an FHA loan which requires payment no later than the first to avoid the full month interest and PMI fee. My loan was funded on XXXX/XXXX/16. I was charged {$490.00} interest and {$52.00} PMI in XXXX by XXXX. I thought that I would be okay since we signed in XX/XX/XXXX. My first payment is due XXXX XXXX to union bank. I am very upset because I did not get a chance to skip a mortgage payment which I looked forward to. I was charged by XXXX in XX/XX/XXXX and now I need to make a payment to union bank in XX/XX/XXXX. I advised XXXX of the situation but he was unable to assist. I requested if my first payment could be due in XX/XX/XXXX and I was told no. I have loss money due to the union bank employee. I was unable to sign timely due to additional fees I was unaware of. It took additional time for XXXX XXXX to resolve the issue which delayed signing. Had I been aware at the beginning of XXXX when I requested the estimate this issue would have been avoided. I did not have an issue with signing in XX/XX/XXXX but I was told that I would receive additional fees so I signed. This was outside my control. 
I would have loss money either way due to XXXX and his unprofessionalism. I could have signed in XX/XX/XXXX and received lock rate fees of {$650.00} and made my first payment in XXXX. I could have signed timely when the docs were sent originally and paid an additional {$700.00}. I signed in XX/XX/XXXX and avoided the {$700.00} fee but was charged {$490.00} & {$52.00} by XXXX in XX/XX/XXXX and in essence did not skip a payment.

Company response to consumer: Closed with explanation