Consumer complaint received 2016-07-27
Company: SUN WEST MORTGAGE COMPANY, INC.
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Settlement process and costs

Complaint:
I currently have a home loan with Sun West Mortgage Company Inc. that I am refinancing with the same company. I started the process around the beginning of XXXX. Everything started off smoothly, recently however, the process has been severely delayed by Sun West and it 's service providers. I have a number of questions, all of which I have addressed to Sun West, and none of which have received any sort of satisfying response ( if any at all ). I have a number of concerns regarding the process ; 1 ) My original loan processor mysteriously changed after my appraisal and I was given absolutely no understanding of why - or prior notice that it would happen. 
2 ) My appraisal took forever to order and complete - and after it was finally done in XXXX, I was advised it had passed with an evaluation of XXXX 3 ) I was contacted the next week and advised my appraisal did NOT pass and that I needed to put 40 hours worth of paint work into my garage. I had to complete that work in two days! Despite asking multiple times - no explanation was provided for why I was told it passed and why I had to wait days longer to find out it did n't. 
4 ) I was told by my original and newly assigned processor not to pay my XXXX or XXXX mortgage as these would be rolled into my new loan, however, the same company has ( as of today ) contacted me 3 times to threaten my credit if I do not immediately post a payment. Each time I call my processor they assure me everything is fine, my credit wont be affected and they will get the collection dept to stop calling - but they are still threatening me and I fell an extreme amount of pressure to sign my loan docs asap so as to avoid the credit hits for payments that Sun West advised me to skip and then further delayed due to their own mistakes. This seems to be a deliberately deceptive practice meant to financially obligate me into signing - even if I am uncomfortable. B/c otherwise my credit is irreparably damaged and I wo n't be able to get a loan anywhere. 
5 ) Once the garage was fixed and the correction was approved ( 5 days later ) I was set to close for Saturday, XXXX. I was informed it was critical to sign by that day b/c it would only leave me with 1 day at the end of the month to fund my loan and avoid credit implications!! However, upon arrival the loan docs had multiple errors and incorrectly listed my brothers name as owning my home and being married to my wife. Despite being positively terrified that my credit was going to be affected - could not sign something that said my brother and wife were married and owned my house - that is absurd!!! 
6 ) The error was correct the following Monday of this week XXXX and all closing docs were to be signed @ XXXX. I took off work early so I could be there to sign and end this mess, however Sun West again made a mistake which caused me to miss work for no reason! Finally at 7pm someone arrived to oversee the signing and it was completed. 
7 ) I am now sitting in Limbo with no guarantee that my loan will fund in time to prevent any adverse credit action that was due to a series of delays and errors that were in no way related to things within my control. 

I want someone from Sun West to call me and explain all of this! I want a guarantee that my credit will not be affected in the slightest due to this mess and I want it in writing that they will assume all responsibility required to fix my credit - should their incompetence adversely affect it! I also do n't believe ANYONE should ever have to pay for a service that threatens it own customers and forces them into signing loans at risk of loosing all credit worthiness - but XXXX knows that 'll never happen!

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