Consumer complaint received 2021-03-01
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: INTERCONTINENTAL CAPITAL GROUP (TX)

I'll start by saying I'm trying to refinance two properties. They are next door to one another. 

XXXX XXXX XXXX XXXX  XXXX loan # XXXX XXXX, Tx XXXX and XXXX XXXX XXXX XXXX XXXX loan # XXXX XXXX, Texas XXXX Both are being handled by loan officer XXXX XXXX. 
I started the refi process back on XX/XX/XXXX with Intercontinental Group ( ICG ).

It's now been over 4 mos and we haven't closed. The delay has been in my opinion a severe lack of knowledge, communication, poor management, lack of process and inadequate working equipment. This is no way to run a business. I understand we are in a pandemic but this pandemic has been here for 6 plus months. ICG should have it's employees informed trained on new processes or guidelines and give them the equipment they need to do a job efficiently, correctly and deliver good customer service. But these employees and ICG don't seem to care. 

For example when I first applied they asked me for my personal info to include job, work, pay, purpose of loan, credit score and debt. I'm guessing this is to determine if on paper I qualified and met their min standards without going through the whole process of underwritting. This way the company doesn't spend time and money on an application that doesn't meet min company/ FHA requirements and the customer also doesn't waste time. This is probably LENDING 101! 

Well it wasn't until XXXX XXXX ( almost a month later ) that XXXX Counts sends me an email introducing herself as my loan processor. She was asking me for my income information and their supporting documents. When I tried calling her to respond and clear up some things, I could not reach her by phone despite me leaving msgs for days. It wasn't until a week later that she called me to explain she had not had a working phone at work. So now I explained to her that i had already emailed/uploaded to the portal ALL this information already the same day I applied, she just asked if i could go ahead and resend as she was JUST ASSIGNED to my loan that day. Just that day? So in other words my loan was not being worked on for a full month? I questioned her then how was I given a preapproval a month earlier and told that i qualified with my income and debt information. She had no answer. 
I also asked how to submit this information to her since the portal did not work half the time. She said just to email her the info and that she would get it on the loan. This is not safe delivery method for the client nor the company but it was routinely asked of me to do it this way. Btw, her phone situation was never rectified according to her as of late XX/XX/XXXX. 

Well since then I continue to receive monthly ( sometimes weekly ) request for the same documents that have either been misplaced or for expired documents because of how long its taking them to continue to process my refi. They have asked me to get payoff quotes on 3 separate occasions because the validity of these payoffs expire. 

As of XX/XX/XXXX I now have been assigned a new loan processor TRAINEE. Her name is XXXX XXXX. This processor has been just as hard to get a hold of as the last one. XXXX unfortunately on Fri XXXX XXXX has also gotten me and another ICG client confused and has included both of us ( clients ) on the same email chain ( potentially compromising personal info ). This client appears to be an employee of ICG ( XXXX XXXX ) that apparently is also TRYING to do a refi. In the email she also is expressing a level of frustration at the length of her refi. Apparently, I'm not the only one with the opinion of a lengthy process. 

My loan received final approval and was cleared to close a month ago late ( XXXX ) yet no date had been set for this to happen because according to my loan officer XXXX XXXX and XXXX XXXX a closer had not been assigned to my loan. On XXXX XXXX I was told by XXXX XXXX that because the the state of Texas was declared a disaster area after the recent snow storm that I now had to get an appraisal ( despite that in the state of Texas you don't need an appraisal for a non cask out refi ). So I asked for his Managers name and number so that I could complain. 

That same day I called his mgr XXXX XXXX and expressed my frustration and explained everything that had been happening. I explained if my loan would have been assigned a closer within a reasonable amount of time from the time it was cleared to close this would be a mute point. He agreed and said that 4 mos was embarrassing and costing the company money. He said he would look into it and promised to get back with me even if it was XXXX that night ( as he expected a very busy day ). Well he did not. It wasn't until the next day after I had to call him that he spoke to me. This is not showing leadership or caring for his clients. Nor is it trying to rectify a TERRIBLE situation by his own words. Anyway, Mr. XXXX says that a full appraisal is not needed but that I do have to pay for a 1004D form that needs to be done by an appraiser. The cost is {$250.00}. 

Now I have to wait and schedule this 100eD from an appraiser. Which at this point has still not been ordered or scheduled to be done. I know this because my card has yet to be charged the {$250.00} and nobody has call me to schedule a day and time to come to my house. Despite me paying for it 5 days ago and me asking Mr. XXXX, XXXX XXXX and XXXX XXXX for the name and telephone number of the company they use to get this done. They all say " they don't know, we are on the sales side of things, that's done by service team ''. This might be true but as a frustrated client you don't want to hear that. As a manager Mr. XXXX should have said I'll get you this information or better yet I'll handle this myself and make sure its done correctly for you. 


In closing I also want to mention that EVERY DOCUMENT AND PIECE OF INFORMATION that has been asked of me to deliver/upload, has been done within MINUTES of the request. So none of this delay is fault of mine or due to waiting for me to respond.