Consumer complaint received 2019-10-19
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: PARAMOUNT RESIDENTIAL MORTGAGE GROUP (CA)

I selected PRMG XXXX XXXX to refinance my existing home loan during the month of XX/XX/2019. I explained to her I want to refinance my home and have my husband who passed away off the loan, and have my XXXX children put on the title. She said no problem. As the processed started I provider her with my husbands death certificate, Deed to the home, Home Owners insurance, and Flood Insurance. All the information a mortgage loan company would need to proceed with a refinance. XXXX XXXX was not inform-able on this process and I had to keep asking questions on what was happening. Many times I was bothering her and she had no time to answer my questions. 

At the time of signing the closing documents I sit down in her office on Monday XX/XX/2019. As I'm sitting with the notary I see the monthly payment has jumped from what was e-mailed to me from {$1600.00} a month to {$1700.00} a month. I asked why is this? This is not was e-mailed to me prior to me coming to this office to sign the closing documents. XXXX XXXX said h we FORGOT about your flood insurance '' I cried knowing I could not pay this new monthly payment. I then went outside to collect my self and called a friend. I went back into office and XXXX XXXX said to me and I quote " if you can find a cheaper flood insurance in three days before the loan closes we can put this into the loan '' I did find a new flood company the next day Tuesday XX/XX/2019 and XXXX XXXX told me the loan is ready to fund and I will not be able to move forward with the new flood insurance, that I can change it after at a later date. I then called her repeatably asking why did she say this at the time of signing or I would of never signed the closing documents. So as days went by I did not hear anything from XXXX XXXX and I continued to call her to no avail. On Thursday XX/XX/2019 I called her boss XXXX XXXX he is the Manager. I told him what has taken place and he said he would get back with me. On Friday XX/XX/2019 I told him that XXXX XXXX promised me if I got new flood insurance she would put this into my closing documents. In the mean time my loan closed not with my new flood insurance and now I will have to get a hold of the New loan company since PRMG sold my loan in five days after closing. After speaking with XXXX the manager on Friday XX/XX/2019 he did say that the new loan company will re-do my loan and he will check the status and get back with me. I also did advise to him I no longer wanted to work with XXXX XXXX and she is to stop texting me. In the mean time XXXX XXXX has continued to text me unprofessional and immature comments, which has cost me loss of sleep and wages. If she had only been this vigilant when working on my loan and answering my questions that would have been great. 

Today is XX/XX/2019 almost a month after signing the closing documents and I still have no idea how much my monthly mortgage will be. 

XXXX XXXX did not do the right thing by keeping her word about adding in my flood insurance before the loan closed, and she very unprofessional, and now to add harassment into the mix. She closed my loan without having the correct paper to do so and she closed this loan early. 

Getting back to having my kids on the title she said oh no problem. Well needless to say she said for me to go to a place called loan doc 's, and after I called them it will cost me over {$300.00} to have my kids on title. When I bought this up to her because I paid over {$110000.00} for documents, oh and I provided most of the documents, she said that this could not be done during this process that the loan was closed, so she lied again. 
My title of my home had to be changed anyway due to my husband passing so I do not understand why she could not do this since we were changing the title. 

After her text last night Friday XX/XX/2019 I called her boss XXXX this morning and left a message and so far have not heard back. 

I also have received a bill from the Local records office of {$89.00} and XXXX told me to throw away. I don't feel comfortable doing this and want to make sure this is not another bill I have to pay. 
I also received a form from the assessors office both XXXX and XXXX told me to throw away, well after calling myself to the assessors office I needed to fill this form out anytime there is a change in title. Once again XXXX gave me wrong information.

PRMG needs to make good on my loan as promised to me and in front of the Notary person.