Consumer complaint received 2016-07-25
Company: FIRST MORTGAGE COMPANY
State: NM
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Settlement process and costs

Complaint:
I would like to submit a complaint against XXXX XXXX at First Mortgage Company in XXXX, NM. XXXX XXXX was in charge of handling my loan on the purchase of a new home. Despite our agreement that I would make a XXXX % down payment to avoid escrow and PMI, it took XXXX XXXX over 10 tries to remove the escrow fees on the loan despite my repeated corrections and warning that she was dangerously close to missing the closing deadline. 
XXXX XXXX finally informed me that their computers were unable to create the correct loan documents. She also told me that she could no longer use her email account this close to closing and had to use a colleague 's email address. This resulted in my coming to her office to sign the documents in person. This meeting occurred on XXXX XXXX. As my closing was scheduled for XXXX XXXX, this resulted in the postponement of my closing. XXXX XXXX claimed she made a mistake and misread the closing date despite my repeated reminders to her in the preceding weeks of the imminent closing deadline including my attempt to arrange a meeting with XXXX XXXX XX/XX/XXXX, which she refused. 
It was only on XXXX XXXX, when XXXX XXXX finally realized that I was to close on XXXX XXXX and that she was in default of submitting the final loan numbers to me that she agreed to a face-to-face meeting. On XXXX XXXX, in her office, when she finally produced the correct figures for my loan, she told me to pre-date my signature to XXXX XXXX, since, apparently, federal law required her to have the final numbers to me three days before I closed, and she missed that deadline. I expressed uneasiness at putting a false date on the documents, but XXXX XXXX strongly intimated that I would not receive my loan if I did not falsify the signing date. My realtor, XXXX XXXX, with XXXX XXXX in XXXX, was witness to this event and indicated that if I did not get the loan at this late date, the seller would sue me for breach of contract. I felt greatly pressured, therefore, to sign the documents with the incorrect date indemnifying XXXX XXXX of negligence in missing the closing date deadline. 
An additional complaint arises from not receiving the escrow written policy from XXXX XXXX. On no fewer than three separate occasions during the loan application and processing, XXXX XXXX told me she could n't correct the escrow numbers on the form due to " federal law. '' When I asked her for the citation of this law, she was suddenly able to change the forms. The final time occurred late in the afternoon on XXXX XXXX, and XXXX XXXX flat out refused to give me the New Mexico citation stating more than a XXXX % down payment was required to waive escrow. I called XXXX and was directed to a citation requiring the lending agency to send me their escrow policy, in writing. I forwarded this citation to XXXX XXXX, who finally responded on XXXX XXXX with the actual New Mexico statute. I told XXXX XXXX, in light of this statute, that I would put XXXX % down on the loan to which she replied that " their computers could n't do decimals '' and that I would have to put XXXX % down. She then said she turned this matter over to their legal department. 
I finally closed on this loan on XXXX XXXX, having had it postponed twice because XXXX XXXX was unable to correctly generate the final closing numbers. I ended up dealing the Title officer, XXXX XXXX, who fixed XXXX XXXX 's mistakes and got me to closing one week late. The delayed closing resulted in increased financial outlay and a marked delay of work on my home with a variety of contractors. XXXX XXXX suggested I file a complaint with your office.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation