Consumer complaint received 2025-10-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Closing disclosure or other related disclosures
Company: INDEPENDENCE HOME LOANS LLC
State: CA

Complaint narrative:
I am submitting this complaint regarding my recent refinance experience with Independence Home Loans, specifically involving Executive Loan XXXX XXXX XXXX, Loan Processor XXXX XXXX, and Loan Assistant XXXX XXXX. 
On XX/XX/XXXX, I contacted XXXX XXXX regarding a potential refinance of our FHA mortgage after receiving a notice by mail indicating we might qualify. At the beginning of the process, communication with XXXX XXXX and his team was timely and professional. His staff guided us through initial paperwork and scheduling the home appraisal. 
In XXXX, XXXX XXXX informed us that an appraisal was required, costing {$600.00}, which he stated would be refunded after closing. We were also told that we would not be responsible for XXXX or XXXX mortgage payments, and that our XXXX payment would be refunded as an overage, making our first new payment due in early XXXX. 
By early XXXX, we were informed that we were at the pre-closing stage, with closing expected at the end of the month. At that point, XXXX XXXX became our primary point of contact. On XX/XX/XXXX, he confirmed a closing appointment for XX/XX/XXXX at XXXX p.m. The next day, he notified us that the notary was unavailable and that closing would need to be rescheduled. He also informed us that we now needed to pay our XXXX mortgage due to the delay, even though we had previously been told otherwise. XXXX XXXX reassured us that we would not need to make XXXX or XXXX payments and that we would receive a XXXX refund after closing on XX/XX/XXXX. 
After paying the XXXX mortgage and associated late fee, we experienced significant communication delays. From XX/XX/XXXX through XXXX, our inquiries received minimal or no response. Despite multiple text messages, emails, and voicemails, both XXXX XXXX and XXXX XXXX failed to provide clear updates. 
On XX/XX/XXXX, XXXX XXXX informed me for the first time that the refinance could not proceed due to an outstanding HUD claim. I immediately requested documentation confirming this information. She admitted she did not know about it either and promised to send proof but never did. 
Following continued silence from both XXXX XXXX and XXXX XXXX, I contacted XXXX XXXX directly via phone and email. I explained my concerns regarding the lack of disclosure, the absence of communication, and the unnecessary financial burden caused by their actions. I also noted that if a HUD XXXX was indeed present on the original title report, XXXX XXXX team should have known from the outset that our loan was ineligible for refinancing. The appraisal and the {$600.00} expense associated with it should not have been ordered under those circumstances. 
XXXX XXXX responded only after I mentioned that I would be filing a complaint with the Consumer Financial Protection Bureau ( CFPB ). In his response, he stated that his team was unaware of the HUD XXXX and that the {$600.00} appraisal fee was non-refundable because nothing fell through in bad faith. 
As a result of Independence Home Loans lack of diligence and transparency, my wife and I have suffered : XXXX consecutive late mortgage payments, which have impacted our credit. 
Unnecessary financial hardship, including late fees and the non-refundable {$600.00} appraisal fee. 
XXXX months of wasted time and misleading assurances that the loan was proceeding as planned. 
I believe the companys representatives failed to exercise due diligence, and possibly misrepresented our eligibility for refinancing despite having access to documentation ( such as the title report ) that should have revealed the HUD XXXX. 
I am requesting that Independence Home Loans : Refund the {$600.00} appraisal fee that was collected under false pretenses. 
Acknowledge the errors in handling our refinance process. 
Provide written confirmation regarding the origin and discovery of the HUD XXXX. 
I am submitting this complaint so that appropriate action can be taken to prevent other consumers from experiencing similar negligence and financial harm. 
Thank you for your attention to this matter.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation