Consumer complaint received 05-09-2017 about Mortgage (Conventional home mortgage) with American Eagle Mortgage Co. Inc. (FL) (NY).
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint: I am writing this complaint for a couple of different reasons. My first reason is that I question many of the practices that I encountered recently trying to obtain a mortgage for the purchase of property in Florida. My second reason is to try to prevent a future customer of this mortgage company from encountering the same horrible experience that we had.   I must say that we are  XXXX  residents, purchasing a condo in  XXXX . The loan request was in my husbands name. He is currently retired and not technology savvy. I as his wife, was doing all of the uploading of documents and phone calls.   In order to fully understand my frustrations, you would have to read throug  h four pages of daily events. I have decided not to include that due to the length, but if you need it just let me know. I will try to summarize this and highlight my main concerns.
Below is a brief summary of my nightmare!     We started the mortgage process on  XXXX   XXXX ,  XXXX . We finally did successfully close on  XXXX   XXXX . But I must say it was living  XXXX  to get to that point.   On  XXXX   XXXX , 6 days prior to closing, it had become an issue that my husband was receiving  XXXX . The mortgage company was asking me if that money was taxable. Because this was new to us as of  XXXX   XXXX , I did not know that answer. Our taxes were at our accountants office waiting to be done. Our accountant had our taxes on hold because  XXXX  State had issued incorrect  XXXX  forms for my husband and had sent a letter to us not to file until the corrected version was sent to us. So, all of our  XXXX  tax information was at the accountants waiting to be done.   CONCERNS : All information was given on  XXXX / XXXX / XXXX  to the mortgage broker regarding income. Why would it take that long in the process to become an issue?   I would have thought that  American Eagle  Mortgage would know if  XXXX  is taxable or non-taxable. I am sure this is not the first mortgage that they have done for someone on  XXXX .    XXXX   XXXX , I was informed that my interest rate was changing or we would have to start the process all over. The explanation for the increase was when it was keyed into the system, the system didnt know it was a condo. A condo is the only type of property that we had discussed since  XXXX  ... ..how can this be? Why should we be charged a higher rate due to a computer glitch?   Legally I had until  XXXX   XXXX   XXXX  to file my taxes. It should not be up to  American Eagle Mortgage to force me to file my taxes early.    Additional costs were incurred because they kept sending me back to my accountant for information. Copies of  XXXX , letter explaining why taxes were not filed and additional information. I was told by AEM that I would be reimbursed for the additional charge from my accountant. I sent them the b ill 2  weeks ago, and cant even get a reply on the status of my reimbursement.   Towards the end of the mortgage process, because of the  XXXX  issue, they had required more of our debt to paid off. Initially, we  had 1 boat loan and 1 credit c ard that they wanted paid before we could close. After the  XXXX  issue, the added in  2 more credit cards and required that a truck loan be paid down by {$17000.00}. An additional {$35000.0 0}!   At this point, we had so much invested, what else was there to do but figure out a way to do what they wanted .... so we withdrew money from our retirement accounts ... ..it was the only option that we had and cost us a tremendous amount of money in penalty fees.   After I complained to  AEM offi cers, they did give me a {$2000.00} closing credit, but again it was nowhere near what the early withdrawals from our retirement accounts cost us.   I had to take time off from work in order to make sur e AEM ha d the documents they needed in order for us to close. I was scheduled  for a 24 hour shift and had to call in to stay home to work on documents that AEM was req uesting. I was texting the VP at  XXXX  in the evening to make sure everything was all set because I needed to go to work the following day.   On the day of the closing, I had assumed that I was all set.   Bad assumption on my part!   I did things on this day that normally I would have never done in my entire lifetime!   I was getting calls @ work. What else could I do? It even got to the point where I was giving  AEM  my passwords for my banking account. They were logging on to my husbands bank account to verify balances. They asked for my husbands retirement account log on and password in order to print off documents they needed.   I was on a conference call with  AEM and my retirement company and they ( AEM ) se t up an online account for me, even choosing my password! On a conference call, I had to give my mothers maiden name which again, I would have never ever done. As I look back at it now, I think  XXXX  what have I done!!   In the beginning of the process, I was uploading my documents to their web portal, which I believe was secure. By the end of the process, I was emailing personal documents to individuals rather than the portal. How secure is that information?     But, on  XXXX   XXXX ,  XXXX  we did close. I have no privacy, my accounts could be accessed at any time, but we now own a condo. I sent an email to the Regional VP ( copy attached ) It gets even better, the day after the closing, I had a call from the title company because the money we were loaned by   AEM, did not clear into the sellers account. The seller of the condo was trying to close on a new property and our funding had not arrived. With the help of the title company ( who by the way was excellent! ) that mess was straightened out.
I think that you will be reading this in amazement. There are so many unethical things that have occurred ; I didnt know where to turn. The day after closing, I sent an email to the Regional VP @ AEM with the VP of Sales. He did not even have the enough common courtesy to give me a reply. The VP   of Sales did reply and wanted to set up a time to talk with me. The last thing I wanted to do is spend another day talking with this poorly run company. I have been making some calls and speaking with different organizations, I have decided to file my complaint with you.   PLEASE do not let this happen to anyone else.

Company response to consumer: Untimely response