Consumer complaint received 02/18/2017 about Mortgage (Conventional fixed mortgage) with Pacific Union Financial, LLC (TX).
Issue: Application, originator, mortgage broker

Complaint: On XX/XX/XXXX my wife and I contacted Pacific Union Financial ( our current FHA lender ) to refinance to a 30 year conventional loan. Our loan officer was XXXX XXXX and we sent all of the requested paper work and filled out all of the requested forms and locked in ( 60 days ) our rate on XX/XX/XXXX at 3.75 %. The next step was to get an appraisal done which we paid for ( {$490.00} ) and received a copy back on XX/XX/XXXX. The next contact was from a new person XXXX XXXX on XX/XX/XXXX which was to let us know that she was the processor assigned to our file. My wife sent an email reply on XX/XX/XXXX asking for additional information regarding the next steps and the time frame since we never heard anything since having the appraisal done. Its now been 30 days. On XX/XX/XXXX I sent XXXX an email asking for a status since we never got a response from the previous email that was sent on XX/XX/XXXX. Its now been 42 days. On XX/XX/XXXX XXXX replied saying that the underwriting department has been backed up issuing approvals and she now estimated the closing XX/XX/XXXX. On XX/XX/XXXX we received an email requesting additional docs which we sent all docs promptly back. After not hearing anything I emailed XXXX asking for an update on XX/XX/XXXX as I was concerned and the time frame this was taking. Its now been 58 days. After two voice messages and emails and not received a response I called Pacific Union in XXXX, NV which I was sent to XXXX XXXX on XX/XX/XXXX who told me that XXXX was no longer with the company and our file was just sent to her XXXX minutes prior to my phone call around XXXX cst. XXXX requested the documents that we previously sent to XXXX on XX/XX/XXXX since she was n't able to locate them. Its now been 62 days. On XX/XX/XXXX XXXX advised that they were waiting on an employment verification for my wife ( which was previously sent on XX/XX/XXXX and XX/XX/XXXX ). On XXXX/XXXX/XXXX we received an email from XXXX XXXX our new loan processor. Its now been 76 days. On XX/XX/XXXX XXXX XXXX advised that he submitted our loan to underwriting. On XX/XX/XXXX XXXX XXXX advised us that XXXX XXXX was our new loan processor. Its now been 96 days. On XX/XX/XXXX XXXX asked for XX/XX/XXXX XXXX, pay stubs and bank statements ( XX/XX/XXXX and XX/XX/XXXX XXXX, pay stubs and bank statements were already sent back in XX/XX/XXXX ) Which I sent her XXXX XXXX and the two months bank statements on XX/XX/XXXX at XXXX. On XX/XX/XXXX at XXXX my wife sent XXXX her last XXXX pay stubs. On XX/XX/XXXX at XXXX XXXX asked for the pay stubs again. On XX/XX/XXXX at XXXX my wife replied advising that she sent them with the previous email. On XX/XX/XXXX at XXXX XXXX XXXX asked for pay stubs which were already sent on XX/XX/XXXX. As of this wrighting on XX/XX/XXXX its been 99 days since we LOCKED IN and were originally told we were going to close before XX/XX/XXXX and then XX/XX/XXXX. We are now going to be in the last week of XXXX with no closing date set. We also just found out earlier this week that we have been overpaying our escrow account by {$110.00} a month for the past two years ( XX/XX/XXXX & XX/XX/XXXX ). All of this has caused a lot of distrust and XXXX and we would like to get what was promised to us back in XX/XX/XXXX so we can get this behind us and move on with our lives.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation