Consumer complaint received 2017-05-09
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: HUNTINGTON NATIONAL BANK, THE (AZ)

I submitted a complaint before. The resolution was not quite what I asked for ; but I compromised and agreed to it. However,  Huntington B ank did not do what they stated to both you and I that they would do as part of the dispute resolution. They were to refund me sums of  XXXX ,   XXXX   and  XXXX . they did not refund the  XXXX .     I sent a letter to the Huntington " Customer  Advocacy Team  '' who responded to me and issued the other refunds. I called them  five  other times ; leaving messages with the person that the response letter was from. I called  three other times to the main Huntington office and they stated that they could not find the  person or office I was referring to.   My number is  XXXX  The case number is  XXXX  and the resolution narrative went like this.     Acknowledged with customer that we are still in the process of researching and we will be in contact shortly with our response Closed case with letter to customer and resolution comments to the CFPB. Explained to customer that according to our records, he called our Mortgag e Phone Bank c ustomer service in    XXXX   XXXX     , in order to make a loan inquiry. At that time, he spoke with   XXXX   XXXX    ( M ortgage loan  Direct Officer ) a nd we determined that our loan  officer  was unable to provide him with a written estimate at that time, because we had not completed the application at that time. Advised customer on   XXXX   XXXX   XXXX    , his inquiry was reassigned to our Mortgage Loan  Officer   ( MLO  )   XXXX   XXXX   at which time he authorized us to submit his loan application. Consequently, on   XXXX   XXXX   XXXX    , we sent him a  Loan Estimate ( LE ) which provided him with important information, including the   estimated interest rate, projected monthly payment as well as estimated total closing cost for your loan. Explained to customer according to the information we have on file the estimated closing cost at the time was in the amount of {$2600.00} and that this amount included {$2000.00} in loan costs, plus {$640.00} in other costs. Explained to customer that on   XXXX   XXXX   XXXX    , we notified him via mail that a change he requested in his loan structure resulted in a change to his LE. Consequently we provided him with updated loan documents and an updated LE. Advised that, on   XXXX   XXXX   XXXX    , we provided him with his Pre Closing Disclosure ( PRE CD ) which included an updat ed LE ref lecting Title Fees in the amount of {$490.00} paid to   XXXX   XXXX   XXXX   and   XXXX   XXXX   XXXX  , neither of which are an Affiliate or Preferred Provider o f Huntington,  to coordinate your loan closing. Explained that further that, this LE provided to him on   XXXX   XXXX   XXXX     also reflected the final amount of the title insurance premium in the amount of {$600.00} which had initially been estimated at {$430.00}. We also determined that the recording fee in the amount of {$35.00} charged on the PRE CD provided to him on   XXXX   XXXX   XXXX     was not initially included in the  LE provid ed to him on   XXXX   XXXX   XXXX    , but was included in his final CD on   XXXX   XXXX   XXXX     Based upon our review, we are providing him with a refund totaling {$690.00}, which is intended to reimburse him for the {$490.00} fee, the difference in title insurance premium of {$160.00}, and the {$35.00} recording fee. This amount will be sent to him by check under separate cover. Explained to customer that on   XXXX   XXXX   XXXX   we issued the final closing disclosure to him which is a  five- p age form that provides final details about his mortgage loan and includes his loan terms, his projected monthly payments as well as how much he will pay in fees and other costs to get his mortgage. We determined total closing cost on his final CD was in the amount of {$3700.00}. Advised customer unfortunately, Huntington is unable to validate the amount of {$170.00} referenced in his correspondence. However, we determined that due to extensions resulting from a change in circumstance on his loan, the initial origination charges increased from {$680.00} to {$940.00}. However on the final closing disclosure instead of paying the increased amount of {$940.00} he paid an amount of {$760.00} in origination fees due to discounts that Huntington applied to his loan to offset some of the cost charged for extensions. Apologized to customer for any inconvenience caused and provided customer with  XXXX  contact info