Consumer complaint received 2025-12-03 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Village Capital & Investment LLC
State: FL

Complaint narrative:
I am attempting to complete a VA XXXX refinance from Village CapitaXXXX to another company. Since submitting the paperwork to refinance, we have been bombarded by calls and some emails ( XXXX with a threatening tone ) from Village Capital each day. My phone call history reinforces this statement. I've answered a few, requested support with my getting my payoff statement, only to be left frustrated, without the statement, and losing hundreds of dollars in interest on the loan each day I wait for Village Capital to send the payoff statement. Almost all of the calls are from loan officers seeking to put forward an offer to beat anything I'm currently considering. When simply asking their help with getting the payoff statement, every single one has said they can't help unless I initiate a quote with them. Otherwise, I would have to call customer service. Interesting they can help sell, but can't provide help with an existing customer. I originally called to request the payoff statement on XX/XX/XXXX. Was told by the customer service rep this could only be done via email and that it would take up to XXXX business days- seems like a business practice seeking to keep you as a client and make money on interest while frustrating the customer. Much different than XXXX or XXXX XXXX who allow their customers to pull the payoff statements down on the day requested. Below is a copy of the email I sent on XX/XX/year> after speaking to customer service, their official response I received on XX/XX/year>, and my follow-on email on the same day. I called VC after receiving this email on XX/XX/XXXX to express my deep frustration and the significant cost and emotional strain this is placing on me and my family. The loan XXXX apologized, acknowledge the bureaucracy, but in the end, could do nothing to help other than recommending I initiate a competing offer with him so he could get the payoff statement or calling customer service. Ironically, I work for the Department of Defense ( XXXX XXXX XXXX XXXX ), am on work in XXXX, and just got another call from VC at XXXXXXXX XXXX  I answered it assuming it would be a customer service rep helping me get the payoff statement. No, it was another loan XXXX offering to run a competing estimate. Same circular patter, same frustration, same loss in income, no resolution. I am now seeking CFPB support to look into this predatory behavior as it is not unique to me ( see XXXX and other reviews of Village Capital related to payoff statements from other veterans ) and determine if there is anything that can be done legally to protect the customer. Thank you in advance for your support in seeking to enhance this process and hold Village Capital accountable to professional standards of practice they would want for themselves and their family members. People, especially veterans, deserve better. 

Dear VC, This is very disappointing. If it was sent to the email on file ( email address ), I would have the payoff statement in hand. I am an alumni and currently teach at ( name ) University. These XXXX email addresses are linked hence why it was sent from this account. I just spoke to both a VC loan XXXX and a customer service representative. This email has been added to my account by the representative. I was advised to reply to this email stating so and requesting the payoff be sent. Given each day this passes by, I lose hundreds of dollars in interest - a XXXX in a week I would appreciate it if you would send the document tomorrow. Otherwise, I will be contacting the CFPB and seeking their support. As a customer, this is not how we should be treated and Id XXXX you would feel the same way with this delay. 

Thank you for your help in resolving this issue. I have cc : d both of my email addresses for the record. Please call me at the number below if you require anything further. 

( Name ) ( Phone number ) On XX/XX/year>, at XXXX, Payoff Requests XXXX wrote : This message was sent securely using XXXX Thank you for contacting Village Capital & Investment LLC in regards to your Payoff Request. 

We are unable to process your payoff request due to borrower confidentiality. The following email ( email address ) does not match our records and we are unable to proceed with your request. Please note, you must email us directly from the email that is on file for your loan. Please reach us at XXXX ( XXXX ) XXXX to authenticate your account and make the necessary updates. 

Thank you, * * * WIRE FRAUD IS ON THE RISE * * * PLEASE VERIFY ALL WIRING INSTRUCTIONS BEFORE WIRING ANY FUNDS TO VILLAGE CAPITAL & INVESTMENT BY CALLING XXXX On Wed, XX/XX/year> at XXXX ( name ) wrote : Dear Village Capital, I am writing to request a payoff statement. 

I could not locate it online in my account. I called the company and the representative stated I have to formally request the statement via email and the turnaround time is up to XXXX business days. This is a bit odd as other banks I have accounts with ( XXXX and XXXX ) both have these forms online available for download. 

Either way, if you could please send the payoff statement for my home loan at ( home address ) I would greatly appreciate it. 

Please call me if you have any questions. 

( Name ) ( Phone Number )

Company response to consumer: Closed with explanation