Consumer complaint received 2023-05-23
Product: Mortgage — Other type of mortgage
Issue: Closing on a mortgage — 
Company: Lil' Wave Financial, Inc. (CO)

I paid off a loan with Superior Loan Servicing and they withheld over $ XXXX for interest from another loan on a different property address that has nothing to do with this loan. I have been emailing them since XX/XX/XXXX and they will not respond back to me. They said my loan is closed and all I can do is email them to resolve this. They don't have a phone number to talk with them. When I call the company Im on hold for over 30 min and then leave my number. I left my number 5 times and they finally returned my call once. When I do get them, they say they can't help me, that all I can do is email them ( XXXX ) and I have sent several emails and they have been ignoring my emails. 

They charged over {$520.00} ( need to see final breakdown for exact amount ) in closing fees just to pay off the loan. I believe these are excessive. There was a forwarding fee of {$160.00} which they say was for processing ; however, they charged an additional {$360.00} + for processing the paperwork. Again, they couldnt explain what that fee was for on the phone. They said I have to email the request in. 

They also charged a {$75.00} rush fee when they didn't rush the payoff. I had asked to pay the loan off on XX/XX/XXXX so when I did receive the payoff it was for XX/XX/XXXX ; however, they didn't send that payoff to me until XX/XX/XXXX ( 4 days later ) so that was not a rush as they did not honor that payoff because they charged interest for the 4 extra days plus the {$75.00} rush fee. All I could do was to send in extra money as they didn't give me the payout breakdown for XX/XX/XXXX, I wanted to make sure everything was covered and so I wouldnt be charged more fees. 

When they sent the check refund they did not include a breakdown of the charges. All I had received was the incorrect payoff, and the check amount does not match with the payoff they sent me. I need the true breakdown for taxes and to find out what extra charges they added. They have not yet sent it to me despite all my emails to them. They kept {$190000.00} on a {$190000.00} loan. I had sent an excess amount in order to make sure they didnt charge any more fees. I wired in {$190000.00}. They only returned {$330.00}. Fees themselves of $ XXXX ( need final breakdown to get exact fees ). 

I called in when I got the check and she said the loan is closed and I have to email the " demand '' dept. I cant even talk with the people who are providing the charges. 

When I bought the property they charged excessive fees then, too. They kept adding endorsements to the closing and kept stalling and ended up causing my closing fees to be {$20000.00} and XXXX pages of several guarantees and redundant paperwork, which seems excessive. I didnt get all this information until the closing so it was either sign the paperwork or lose the deposit and property. 

I finally received a very brief reply this morning after my XXXX request. They said The demand was requested within 24 hours which is why the rush fee applies as the turn time is 3-4 business days. My email request was sent on Wed, XX/XX/XXXX at XXXX XXXX and requested payoff for XX/XX/XXXX. I received a payoff for XX/XX/XXXX on XX/XX/XXXX at XXXX XXXX  so the 24-hour request did not happen. I received the payoff in their normal turn time of 3-4 business days. Besides, they should have honored that price on XX/XX/XXXX if they sent it on XX/XX/XXXX! They then said The other fees you are referring to are in regards to release of the liens on your property and are non-negotiable. I had asked for explanation of fees as they seemed the closing fees are $ XXXX ( need final breakdown to get exact fees ). I expect to get an explanation of fees I pay for! And they said the fees for the other property is in review. They did not send the breakdown and they did not address the XXXX questions I had. They expect me to trust them that their fees are fair. I do not trust them after all the fees they have collected on this loan. I do not believe them to be fair. I also believe I have the right to have the fees explained. 

I will attach the HUD from the purchase closing to show the closing fees of {$20000.00} and the payoff for XX/XX/XXXX. I wont be able to attach the loan package as that is XXXX pages and over the amount allowed to send in. Let me know if you need any other information.