Consumer complaint received 2020-12-18
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Paramount GR Holdings, LLC (AZ)

I have had an extremely poor experience with my recent home refinance with LoanPal. I have attempted to work with the company but am now being told that nothing will be done for me even though leadership at the company admitted that errors were made on their part and are clear that there is a negative financial impact for me as their client. 

To summarize : 1. The county taxes ( {$930.00} ). I brought up my initial concerns a few weeks before the loan even closed when I was reading through the estimates, stressing the fact that my taxes had just been paid in XX/XX/XXXX and did not need to be paid again until XX/XX/XXXX. 
- I was told ( again by the loan processor ) that the XXXX county website shows that the XXXX amount it still due even though a payment had already been sent and they probably just hadnt processed it yet ( because of Covid they are behind ) so it would have to be paid again at closing. My new escrow would also be funded, and I would continue to pay via my normal monthly payment and they would cover next payment when its due like normal - I was told that I would need to wait on XXXX country to get caught up ( no idea when that would be ), and I would get a refund from them - I spoke with XXXX county on two separate occasions and they said that information was not correct! 
a ) The amount shown on their website is just the remaining balance for the entire XXXX tax year, which is NOT due until XXXX b ) They will NOT refund me, they will refund LoanPal ( whomever sent us the check on your behalf ) and I will have to then work with that entity ( LoanPal ) to get a refund. Additionally, I can not even request a refund, LoanPal would have to make that request and then it will take 6-8 weeks to refund it to LoanPal, then I will have to get the refund from that point. They said that information is clear to most in the industry as well as how the displayed amount due on the website works. They went on to say that if anything was unclear, someone should have simply called them. 
2. Having to pay another mortgage payment because it took so long for the loan to fund. I was told by the initial representative and loan processor that I would be able to skip two payments. I understand, that all depends on timing but based on the additional details below, I was misled and had I not ignored the advice given by the loan processor with the company, I would also be expressing frustrations due to a late payment on my credit report. 
- The loan closed in late XXXX but took several days to fund. I reached out to the processor multiple times who assured me that everything was fine and I did not need to worry about making my payment. Thankfully, I did not take her advice and went ahead and made the payment. My Mortgage company did not get the payoff until a few days later and would have reported a 30 day late had I followed the direction provided by LoanPal ( I also have email correspondence to confirm the incorrect direction I was given ) - So now, I am out {$1700.00} for the next month or two, going into the holidays not to mention me getting married, until my old mortgage company reconciles everything and HOPEFULLY refunds the full amount 3. I escalated to LoanPal leadership and was essentially told nothing will be done to assist in making me whole - I began working with leadership at LoanPal in early XXXX to address the issues above, although the primary focus was only on the taxes. I will not mention the persons name here in the interest of privacy but can provide those details directly if needed - The manager looked into the issue, spoke with the manager of the loan processor mentioned above and admitted that the taxes should not have been paid. He went on to say that the individual in question had since been fired ( not sure if it was related or not ) and that he would assist in getting the taxes refunded to me. He reached out to the title company who said they placed a stop payment and that I would get the refund check in just two days. Time passed and I didnt get anything in the mail. I followed up a couple of times and then was told that the stop payment was too late and no check was ever even mailed - I then reiterated what I mentioned above : They will NOT refund me, they will refund LoanPal ( whomever send us the check on your behalf ) and I will have to then work with that entity ( LoanPal ) to get a refund. Additionally, I can not even request a refund, LoanPal would have to and from that point it will take 6-8 weeks to refund it to LoanPal, then I will have to get the refund from that point. 
- I asked that LoanPal just refund me now, make me whole and then the company can wait the several weeks to get the refund from XXXX county. I also mentioned that with everything that has happened I should also be compensated for my time and inconvenience but at the very least they should make me whole on the taxes. The manager said he would check with his boss and would have to get back to me. His response, received yesterday was exactly this : Hi XXXX, I got with my bosses and Loanpal isnt able to send you a check for the taxes. The county has your money and the refund has to come from them. It would be highly unusual to take 6-8 weeks for a refund and county should be able to expedite for you. I know its not the news you hoped for - I replied back, again highlighting what is mentioned above and have not yet heard back. The associated loan number is XXXX Regards, XXXX