Consumer complaint received 2021-03-21
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: American Financial Resources, Inc. (AZ)

On XX/XX/XXXX yes, almost 1 year ago I applied for a refinance and have been patiently communicating with various individuals at Elend Mortgage LLC with no resolution. I received a formal loan estimate on XX/XX/XXXX with a rate of 3.5 % and a 2nd loan estimate on XX/XX/XXXX with a rate lock of 2.75 % During the start of this process there was a two months delay, at fault of your company, where my Loan Processor missed vital information in her email that further delayed my refinance and inevitably caused a second hard pull of my credit. My Loan Processor repeatedly claimed the appraisal company had never submitted her the report and that she would follow up, and get back to me. This statement is one I found myself hearing every time I called and often it left me waiting for extended lengths of time with never any return phone calls as promised. On XX/XX/XXXX, I took direct action myself and called the appraisal company to find out that they had completed the appraisal on XX/XX/XXXX and actually submitted the report in a timely fashion. It has been in my Loan Processors email the whole time. Following that confirmation I called back my Processor to only hear her brush off accountability for the delay. Later on during this refinance process, as my appraisal expired due to lapsed time, my Loan Processor promised she would have your company pay for the re-appraisal but to this date there has not been a second appraisal requested, further delaying my process. 

After the initial appraisal delay was resolved, your company indicated there was an issue with the XXXX XXXXoad Maintenance Agreement ''. Again and again I was told by my Loan Processor " I'll follow up and give you a call back '' at which again, often left me waiting for extended lengths of time with never any return phone call. It was only after I myself emailed XXXX County and submitted images off the public GIS system did this get resolved. 

Now, for the last two months there has been a hold up because of " Proof of Owner Occupancy ''. I have submitted everything they have asked, including written explanations. But still Im being told that Its my responsibility to prove I live at the residence with no further guidance on what other documentation I should be submitting. I have lived in this home as my sole residency since XX/XX/XXXX, renting it for a year before purchasing the property with XXXX XXXX in XX/XX/XXXX. Aside, I have worked at the XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX that borders my property for 6 years. I feel as if your company is directly calling me dishonest. 

For the last two weeks now, I have left emails and voicemails for my Loan Officer, Loan Processor, and Processing Manager with 0 return calls. I am now getting 0 responses from your company representatives. I am under the full assumption that your companys representatives are trying to brush me off and just get rid of me. 

I was provided loan estimates with rates locks on 2 different occasions within the last year. I have continued to pay my mortgage payments of which approximately {$380.00} every month is interest on the current interest rate of 5.125 %. 

At this point I feel I am being discriminated against for being a single father living in a rural area. I have been subjected to severe neglect, blatant dishonesty, and unfair lending. 
In addition, I have been under severe financial hardship through the current pandemic crisis in America ; I need this new interest rate. Yet your refinance process has been the single most emotional and stressful burden I have faced. 

Representatives Include XXXX XXXX, Lender Representative ( XXXX XXXX XXXX XXXX, Loan Processor ( XXXX XXXX XXXX XXXX, Processing Manager ( XXXX XXXX