Consumer complaint received 2015-07-16
Company: Pacific Union Financial, LLC
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Application, originator, mortgage broker

Complaint:
Starting in XXXX of 2015 my current mortgage company, Pacific Union, began calling me a few times a week to refinance my mortgage and get rid of home owners insurance. They were persistent. I eventually called back one of their loan salesmen. We had a discussion about refinancing my mortgage. I wanted to get cash out to help my son pay for college. I made of him aware of what I had purchased my condo for ( $ XXXX ), what I owed on it ( $ XXXX ) and what units had sold for recently in my development ( at the time pending $ XXXX ) .I asked him to use a value of $ XXXX for my home, knowing the unit mentioned above was selling {$460.00} and had sold the previous year for {$450.00}. I also knew that the exact same unit as mine had sold for {$430.00} 20 months before that. I also made him aware of flaws in my credit, which is average. He mentioned that he could do a conventional loan where credit score is very important or a FHA where a persons credit score does n't matter. He told me that I was rejected for a conventional and that I would have to go the FHA way. He then told me that my credit score might raise my interest rate on the FHA loan. Though he mentioned that my credit score did n't matter for a FHA loan. From there we went thru the regular document providing period. The woman I dealt with, XXXX XXXX, was very professional and helpful, even as they requested more documents that I have never had to provide before. i.e. letter stating what I was using the money for. At about the same time I was talking with the salesman ( XXXX XXXX ) and talking about all the fees that total over $ 9k. I also asked about why my mortgage had jumped up {$280.00} a month. I knew my escrow was short and they were charging me {$190.00} a month to make up the difference, but I asked for explanation for the balance being charged to me. I was never given an explanation. I was quoted {$350.00} for the Appraisal of my home. I was charged {$470.00}. 
The appraiser contacted me and said he could do the inspection on Friday at XXXX. He did not show or call. I left work to meet him. On my XXXX call to him he answered and said he had a car accident. He apologized and said he could meet me the next morning to do the appraisal. He arrived a few minutes late but did the appraisal. I received the appraisal the following week and found numerous mistakes in it. First it stated that I had a special assessment of {$81.00} a month on my home. I do not have any special assessment on my home. Second it stated that no units in my development had sold in the last 3 years. That was incorrect. The exact same unit as mine sold 20 months earlier for $ XXXX another unit had sold the previous year for $ XXXX. That same unit had a contract on it for $ XXXX that has since settled. Also, the comparables he used were over XXXX miles away outside XXXX and did not use the above mentioned units at all. He labeled the area as stable for housing values. Anyone that knows anything about XXXX XXXX know that the XXXX zip code is booming. He appraised my unit at $ XXXX. 
I emailed XXXX XXXX and she responded immediately. She sent my concerns off to her boss, XXXX XXXX and his boss. She mentioned that someone would give me a call. That did not happen. I sent XXXX a final message and left a voice mail for XXXX XXXX. XXXX again apologized for the entire situation. XXXX XXXX never responded. 
Pacific Union contacted me. I was not looking to refinance. It almost seems that they are looking to generate refi business but only if it is easy and makes them money.

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