Consumer complaint received 2020-01-29
Company: SIERRA PACIFIC MORTGAGE
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
The end of XX/XX/XXXX, I applied for and was under the impression that I had been approved for a loan with Sierra Pacific Mortgage located at XXXX XXXX  XXXX XXXX XXXX, North Carolina XXXX, with XXXX XXXX Sr Loan Originator NMLS # XXXX. 

Three days before scheduled closing on XX/XX/XXXX, Mr. XXXX said that I did not qualify for my loan and that I would need to show more income, suggesting I manufacture a lease for my home, which I was not selling, to purchase a second residence, and put my adult daughter as tenant so that I could falsify the income. I refused. 

Mr. XXXX indicated that my loan would not go through and this forced me to secure cash to perfect my closing, which was held on or about XX/XX/XXXX without a lender. Then on Friday, XX/XX/XXXX, Sierra Pacific Mortgage sent via email the following " Expired : Your Mortgage Loan Estimate Disclosure with Sierra Pacific Mortgage - XXXX '' Sierra Pacific Mortgage via XXXX  <XXXX> Fri XX/XX/XXXX XXXX XXXX. 

This statement from the Corporate Office led me to believe that I had in fact been approved for the loan and they and I were for whatever reason misled by XXXX XXXX. I spoke to XXXX after the failed mortgage with the intent to collect my documents. We remained on speaking terms and throughout the rest of XXXX and into XX/XX/XXXX, had difficulty meeting up so that I could pick up my loan papers. 

Finally, on XX/XX/XXXX, I visited the office of Sierra Pacific Mortgage and the receptionist tried without success to contact XXXX XXXX, who was not in at the time. 
Since he failed to respond, She was not able to give me my documents and I left without them, instructing her that I expected them to be sent by overnight courier to my home address. Soon after leaving, I was contacted by the company 's sales manager XXXX XXXX NMLS # XXXX, who said he would not courier the package to me, however he would hand deliver them to my office which was in close proximity to mine. 

Mr. XXXX did deliver the papers and when I returned to my office and opened them, I found, commingled with my own documents were another presumed client 's XXXX and XXXX tax returns, and some of my documents, including leases and an award to my minor child from her deceased father 's social security were missing. 

These circumstancesrepresent a complete breach of not only my confidentiality, but that of the other party involved.. I was met with hostility from both XXXX XXXX and XXXX XXXX when I complained to the local branch. I wrote an email to XXXX XXXX of the Virginia office, NMLS ID # XXXX, who responded to my complaint as follows : XXXX XXXX <XXXX> Fri XX/XX/XXXX XXXX XXXX  XXXX, Thank you for bringing this to my attention and I apologize for your experience with Sierra Pacific Mortgage. Consumer protection and customer service are very important to us and this will be addressed immediately with the XXXX XXXX. 

I informed our CCO of this matter today and she will be sending a letter to the borrower whose documents were in your envelope to determine if we need to set up credit monitoring for him. 

XXXX XXXX NMLS # XXXX Company NMLS # XXXX XXXX Regional Manager Sierra Pacific Mortgage XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, VA XXXX XXXX www.sierrapacificmortgage.com https : //www.sierrapacificmortgage.com/XXXX This electronic email message contains information from Sierra Pacific Mortgage Company , Inc. which may be confidential or privileged. The information is intended to be for the use of the individual or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. The recipient should check this email and any attachments for the presence of viruses. The Company accepts no liability for any damage caused by any viruses transmitted by this email. If you have received this transmission in error, please notify me by telephone XXXX or by electronic email at XXXX immediately. 

Not only am I dissatisfied with the nonchalant manner which this company has handled my complaint, I would like a remedy. I feel that all of the files in the Sierra Pacific Mortgage Branch located at XXXX XXXX  XXXX XXXX, XXXX, North Carolina XXXX, should be audited, the other party included in my breach should be notified. Also, the two of us, my daughters, whose social security numbers have been breached, and any other party involved here should have at least 5 years of identity theft protection paid for by Sierra Pacific Mortgage. I do not know of any other way this egregious error can be corrected.

Company response to consumer: Closed with monetary relief