Consumer complaint received 2024-07-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: FULTON FINANCIAL CORPORATION
State: VA

Complaint narrative:
I am not applying for a mortgage but no other choices in the selection menu seemed more applicable. see below for the details. 

The County I live in is attempting to get an avigation easement on my property. After coming to an agreement they advised that I had to get my mortgage lender ( Fulton Mortgage ) to sign a subordination agreement in the event I defaulted or something similar happened with the mortgage, that they would still honor the easement since it is being added well after the original closing. 

In summary, since XX/XX/XXXX ( nearly 8 months ) I have been trying to get Fulton Mortgage to review the subordination agreement. The current issue is that they are requiring a new appraisal to be done, but it has to be one of their appraisers. The county provided their appraisal but because it was older than 6 months and not done by one of Fultons appraisers, Fulton will not accept it. I understand that Fulton has to do their due diligence to be sure that the easement does not impact my equity. The issue is that they will not provide me with a true cost for the appraisal and go weeks without responding to any requests for acknowledgement that they are checking on my outstanding questions, or any contact at all. 

As you can see below, there are gaps in replies from Fulton Bank and most recently my question asked on XX/XX/XXXX has not been answered and I have had no response from XXXX XXXX. I can not understand why they can not give me a definitive cost, or quote from the appraiser. This is concerning since originally, they told me the fee was {$590.00} then they later confirmed on XX/XX/XXXX with the " competent '' appraiser that the " fee '' was {$2000.00} and now they don't know what it's going to cost. I feel that if you can not get the cost, then advise me of who the appraiser is and let me deal directly with them or let me get my own appraisal and honor it. At least assign someone to this request, as I feel like over time it's getting forgotten about, and they are not remembering what was done previously on this request. 

I need the total cost of the Appraisal, and any other costs associated with having this subordination agreement reviewed and signed. They should be providing the exact cost of the appraisal before I send another check. They already cashed a check for {$590.00} on XX/XX/XXXX. 

Below is a timeline and summary of communications. These emails to Fulton are to XXXX XXXX, XXXX XXXX, and XXXX XXXX. 

XX/XX/XXXX - I emailed XXXX XXXX at Fulton and advised them of what the county is looking for. 

XX/XX/XXXX - I requested an update after some previous back and forth and XXXX XXXX advised he has sent the information to legal to review. 

XX/XX/XXXX - I was notified by XXXX XXXX stating that an appraisal was necessary and that I needed to send a check for {$590.00}. 

XX/XX/XXXX - I sent the County appraisal for them to review and see if it would be sufficient for XXXX needs. 

XX/XX/XXXX - I asked for confirmation that they received the countys appraisal and XXXX XXXX replied that they did, and it has been sent to underwriting for review. 

XX/XX/XXXX - I sent an email requesting an update - no replies. 

XX/XX/XXXX - I sent an email for an update and XXXX XXXX replied asking what exactly the county would be doing. I replied that the Deed of Easement sent back on XX/XX/XXXX had all of those details in it and I resent details. - No reply XX/XX/XXXX - I sent an email asking for an update or reply. - No reply XX/XX/XXXX - I sent an email asking for an update or reply. - no reply XX/XX/XXXX - XXXX XXXX replied that the bank would need to do their own appraisal and that they would need a check for {$590.00}. I replied and advised that I would need to check and see if the county would cover the cost. 

XX/XX/XXXX - After working with the County and they agreed to cover the cost I sent Fulton an email advising that they would be receiving a check from me and requested that they let me know when it was received with a correspondence that was sent with the check. 

XX/XX/XXXX - I sent an email to XXXX XXXX asking if they received the check as I had not heard anything, and XXXX replied that he did receive it and it was forwarded to XXXX XXXX 's Department. 

XX/XX/XXXX - I sent an email asking about the status of the Appraisal order. 

XX/XX/XXXX - XXXX XXXX replied and stated that a XXXX XXXX  form needed to be filled out. 

XX/XX/XXXX - I had some back-and-forth emails for clarification with XXXX XXXX about the XXXX XXXX Form. 

XX/XX/XXXX - I received an email from XXXX XXXX stating that now the Appraisal was going to cost {$2000.00} because they only have one appraiser " competent '' to appraise easement conveyances. The exact words in the email are " The fee is {$2000.00}, and he will deliver in 3 weeks. '' XX/XX/XXXX - I sent an email to Fulton advising that I am checking with the county to be sure that they will cover the added cost. 

XX/XX/XXXX - I sent an email to Fulton advising that I received confirmation from the county for the additional cost but that the county would need something in writing from Fulton stating that {$2000.00} is the max cost for the appraisal and Subordination agreement review. I asked for confirmation and advised that an email would suffice for the countys needs. 

XX/XX/XXXX - I emailed XXXX XXXX to ask if he had an update on confirmation that there would be no other costs associated as well as to advise that I have a check for the remaining {$1400.00} ready to be sent once I receive confirmation. 

XX/XX/XXXX - XXXX XXXX confirmed that he sent the request to XXXX XXXX. 

XX/XX/XXXX - I sent an email requesting and update - no reply. 

XX/XX/XXXX - I sent an email requesting and update - no reply. 

XX/XX/XXXX - I sent an email requesting an update or acknowledgement and requested a potential estimated time of getting Fulton to confirm that there was no more cost. - No reply XX/XX/XXXX - I sent another email to XXXX XXXX seeking an update or status. XXXX XXXX replied he has sent an email to underwriting to confirm that the cost would not be greater than the previously quoted {$2000.00}. Another reply was later received that they can not guarantee the appraisal will come in under {$2000.00} and that there is also an additional {$150.00} review fee. I replied that I was originally told the appraisal was {$2000.00} after I already paid {$590.00} and was under the impression that was the quoted cost of the appraisal after confirming with their 3rd party appraiser. I then asked if they could confirm the appraisal cost with the appraiser before I sent more money. 

XX/XX/XXXX - I sent an email asking for an update or if they had a reply to my previous questions about confirming the cost of the appraisal before ordering it. I received a reply from XXXX XXXX stating that it's a 3rd party and they have no control over appraisal cost. I replied again why they could not obtain the cost of an appraisal from the 3rd party prior to sending money and XXXX replied that he wasn't sure. I then sent another email clarifying that I was seeking the Appraisal cost, the Subordination Agreement review cost, and any other costs that I have not yet been advised of to get this completed. XXXX XXXX then replied that XXXX XXXX will be getting back with me. 

XX/XX/XXXX - I sent an email requesting an update. no reply XX/XX/XXXX - I sent an email requesting an update. no reply XX/XX/XXXX - XXXX XXXX replied back that at this point all we can do is submit another check. I replied with my concerns about sending another check and I still don't know the true cost of the appraisal because it appears that underwriting will not get a quote from the one appraiser that they have is " competent '' to do this type of appraisal. XXXX XXXX then replied asking XXXX XXXX if the Underwriter can confirm the price of the appraisal before it is ordered.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation