Consumer complaint received 2021-05-06
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: INTERCONTINENTAL CAPITAL GROUP (CA)

In XXXX of XXXX I applied to Intercontinental Capital Group ( ICG ) for 5 mortgage refinance loans for 5 separate properties. I paid out-of-pocket for appraisals on all 5 properties. ICG ultimately closed 3 of the 5 loans, but they, to this day, have not rendered a decision on the last 2. I have emailed multiple people over the course of the last several weeks and no one will respond to me. 

I dont know the exact dates of application but the known milestone dates of the unclosed loans are : Property A : Locked : XX/XX/XXXX Appraisal : received from lender XX/XX/XXXX Property B : Locked : XX/XX/XXXX Appraisal : received from lender XX/XX/XXXX I was receiving communication with various ICG individuals ( mainly the processor ) about my files until about XXXX Everything seemed slow, but progressing. I thought it was odd that it was taking so long to close the loans, but rates were low and lenders were inundated with refinance requests, so it was fine. I could be patient as long as we were working toward the finish line. Then something went off the rails and they have become completely unresponsive. 

XX/XX/XXXX - Processing supervisor emails that hes working on Property B ( this was an appraisal issue that I was aware of, but asking them to help resolve ). Supervisor pledged to update in " a couple of days XX/XX/XXXX - I emailed processing supervisor for an update on Property B because update promised on XX/XX/XXXX ( two weeks prior ) never came. Supervisor never replied to this XX/XX/XXXX inquiry XX/XX/XXXX I emailed processor asking how close we were to closing Property A. ( All documentation had been submitted and the appraisal was received 2-months earlier. ) Processor replied same-day saying Property A file was now being handled by management. No other details given. I replied immediately and asked why. They had already closed three other loans for us ( all locked on the same day, XX/XX/XXXX ) and there were no credit issues brought up for those loans. Property A appraisal came in at value. What is the problem? Process replied again, same-day, saying the underwriter is being difficult. This was the last time I heard from the processor XX/XX/XXXX I emailed processing supervisor AGAIN for an update on Property B, noting that my last inquiry had gone unanswered. 

XX/XX/XXXX - Processing manager replied that he should have an answer shortly. This was the last time I heard from him XX/XX/XXXX - I emailed the manager again. I said its been 2 full weeks since he said hed have an answer shortly. I asked for an update on both Property A and Property B. I received no response to this email XX/XX/XXXX - I emailed manager AGAIN. Please reply with an update. This is unacceptable. My files are completely stalled and all my attempts at clarification and communication are being completely ignored. At this point I really just need to know if youre going to close the [ Property A ] loan or not. I received no response to this email XX/XX/XXXX - I emailed the processor to ask the specific date Property A had gone to the underwriter ( I knew it was in the hands of the underwriter on or before XX/XX/XXXX per her earlier email but wanted the exact date. ) I received no reply to this email XX/XX/XXXX - After my last XXXX consecutive attempts at getting an update failed, I emailed a formal complaint to XXXX customer experience group regarding lack of underwriting decision AND lack of response. I requested the complaint be forwarded to ICG Compliance department because I am aware of regulation B and that they are required to render a decision on my files. Instead, my files and my attempts at figuring out what is happening were both being ignored. I requested in my complaint a written response to the complaint and resolution within two weeks XX/XX/XXXX - I received a telephone call from who I believe is the branch manager. I was unable to take the call at the time but the individual left a message with his name and phone number XX/XX/XXXX - I returned the branch managers call, but with the time zone difference it was after hours in his time zone. I left message requesting a return call. He did not call back again XX/XX/XXXX - I called the branch manager a second time, again after hours with the time difference. Left a message that I was out of patience. The last communication Id had about my files had been more than 30 days ago and all my recent attempts at making contact had been ignored. I included specific times I could be reached the next day for a call back. He did not call me back the next day. Or the next. Or the next To recap : the last reply from the processor was 3/18. The last email received from the processing manager was XX/XX/XXXX. I received no written response to my customer experience complaint, and the branch manager never made phone contact after one single attempt This is both unacceptable from a customer service perspective, and from a regulatory perspective. I am still waiting for a loan approval, decline, or counteroffer for both of these loans. 

Any assistance in resolving these matters would be greatly appreciated. 



Thank you.