Consumer complaint received 2020-09-04
Company: INTERFIRST MORTGAGE COMPANY
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
REFINANCE APPLICANT : XXXX XXXX XXXX XX/XX/XXXX Saw the advertised mortgage rates from Interfirst on XXXX and I emailed them to inquire about refinancing my home loan based on their advertised rates and associated fees. 
XX/XX/XXXX Spoke with XXXX XXXX on the phone after calling me. I was told the interest rate was 3 % for a 30-year fixed refinance with zero discount points, and the only costs involved would be the appraisal fee. I agreed to proceed forward with the application. 
XX/XX/XXXX I submitted all of the requested financial documentation requested from me. 
XX/XX/XXXX Interfirst followed up with a request for additional documentation. 
XX/XX/XXXX I submitted to Interfirst their requested additional documentation. 
XX/XX/XXXX Interfirst sent me a request for an {$1100.00} payment ( along with an associated weblink for me to pay it ) for the appraisal fee. 
XX/XX/XXXX I emailed XXXX XXXX explaining that I received Interfirsts request for the {$1100.00} appraisal fee and asked him if I should just pay that at closing? On XX/XX/XXXX, XXXX XXXX replied, No, please pay it directly on that site and you will be credited at closing. Later on XX/XX/XXXX, I respond back to XXXX thanking him and asking him, Do we have any idea when closing might be, or does the XXXX still have my file? On XX/XX/XXXX, XXXX replied back, As soon as we get the appraisal back we will request your clear to close so we can close asap. 
XX/XX/XXXX I requested a copy of my Loan Estimate document from Interfirst. On XX/XX/XXXX, XXXX XXXX sent me the Loan Estimate. The Loan Estimate shows that my appraisal fee is {$620.00} ( listed under " SERVICES YOU CAN NOT SHOP FOR '' ) and it is mandatory that I use the appraisal company that Interfirst designates. I instead sent a weblink to give them {$1100.00} for the appraisal fee, not {$620.00} as the Loan Estimate states. 
XX/XX/XXXX I paid Interfirst the {$1100.00} appraisal fee via the weblink they sent me. 
XX/XX/XXXX House appraiser, XXXX XXXX ( XXXX ) shows up at my house at XXXX MST to conduct an appraisal of my house and leaves at approximately XXXX MST after completing her walkthrough. At XXXX MST I receive a text message from XXXX XXXX stating, I just got notified that your appraisal was canceled by your lender Interfirst . They did not tell me why. I immediately email XXXX XXXX to ask what is going on. 
XX/XX/XXXX I receive an email from XXXX XXXX stating that the underwriter is asking for more information regarding my work history. I then immediately provide the requested information that same day. I then receive an email from the loan processor, XXXX XXXX, that they have forwarded your documents to the underwriter for review. We will advise as soon as possible. 
XX/XX/XXXX I emailed XXXX XXXX and XXXX XXXX inquiring, Its been a couple weeks now since I last heard from anyone. Any word from the XXXX yet? On XX/XX/XXXX, I receive a response from XXXX XXXX stating, Your file is in Underwriting for approval so we can get this closed asap. Will advise again in the next few days. 
XX/XX/XXXX I receive an email from XXXX XXXX stating, Your loan is currently suspended due to income. The underwriter has informed it does not appear you have sufficient self employment income. I immediately respond the same day with, XXXX, Im confused. Why would I show self-employment income in XXXX? Was the XXXX not provided my Explanation of Income document that I sent you at XXXX on XX/XX/XXXX? On XX/XX/XXXX, after not receiving a response to my question, I email XXXX XXXX again asking for a response. On XX/XX/XXXX, XXXX XXXX responds with, You are of course correct in that your XXXX tax return does show a significant w2 income. However, when we calculate income it must be made up of current income figures. Your current income is in the form of personal checks and shares. This is viewed as contractor or independent or self employed income. You do not have a 2 year history of receiving this type of income therefore we can not use it to qualify. There is presently no w2 income to calculate. This is why the income was declined. 
XX/XX/XXXX I text messaged the appraiser, XXXX XXXX, asking when my {$1100.00} appraisal fee was going to be refunded to me. XXXX responded with, I am not involved in the financial portion of the transactions. You will have to take this up with whoever you made the payment to. Sorry I can not be of more help to you. They keep appraisers completely out of that part of the process. 
XX/XX/XXXX I emailed both XXXX XXXX and XXXX XXXX asking, XXXX, could you please ask the underwriter the following questions for me : 1. After two months now, can we finally get this refinance closed if I have my live-in life partner co-sign on the refinance? She has been, and will continue to receive, alimony in the amount of {$11000.00} every month. She also receives additional earned income of {$2500.00} every month from her job. 
2. If the above still does not satisfy my creditworthiness at Interfirst, could you please have the XXXX supervisor contact me? 
XX/XX/XXXX After not receiving any kind of response to the above questions, I email XXXX XXXX and XXXX XXXX again asking, Since I havent gotten a response on the below, should I assume that my application has been rejected and is now closed? If that is the case, could you please let me know when my credit card will be refunded for the appraisal fee you had me pay? 
XX/XX/XXXX I email XXXX XXXX and XXXX XXXX again asking for a response as I have yet to receive one. 
XX/XX/XXXX I email XXXX XXXX and XXXX XXXX yet again asking for a response as I have yet to receive one and explain that I plan on filing a formal complaint with the CFPB if I still have not received any kind of response from Interfirst by end of day on XX/XX/XXXX. 
XX/XX/XXXX ( evening ) Formal complaint filed with the CFPB after still no response, nor even an acknowledgment, from Interfirst after many attempts.

Company response to consumer: Closed with explanation