Consumer complaint received 2024-06-25 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: OPEN MORTGAGE LLC
State: IL

Complaint narrative:
I first reached out to XXXX XXXX and his assistant XXXX XXXX on XXXX XXXX XXXXXX/XX/year>, via email to refinance my current commercial rehab loan ON MY 4 UNIT BUILDING IN XXXX IL. In XXXX, during a phone call with the VA, they made me aware that they had no documentation in the system of me trying to refinance, and that there seemed to be something wrong since I hadn't closed yet. I then reached out to XXXX. He explained that was not how the process worked ; first, they collected all the documents and then sent them to the VA. He was constantly asking for documents. The VA said the normal process is that the lender, XXXX XXXX, should be sending the documents over as they receive them, and some type of progress should have been made within 45 days. I then called three other lenders, and they all said it didn't sound right. After sending them all the documentation that I sent to XXXX, they told me there was no way I was ever going to be able to refinance with the VA given that the property was in my LLC, not my name, and that it shouldn't have taken four months for an outside lender to tell me that. 



The current mortgage with XXXX XXXX XXXX XXXX XXXX came to maturity on XX/XX/year>. My current mortgage servicer at the time XXXX, I found out, is XXXX XXXX 's close friend. The current servicer started charging double the mortgage amount so that the loan wouldn't go delinquent, increasing the payment from {$3200.00} to {$6900.00}. This caused me to waste months of time and now has cost me over an additional {$20000.00}, burning through my savings, causing me to default and almost lose the property. I started the process with a new lender, and we were set to close. The final hiccup was that we needed the appraisal from XXXX XXXX at Open Mortgage. 



From XXXX XXXX XXXX, since we needed the appraisal from the previous lender, I called and emailed XXXX XXXX and his team member XXXX XXXX XXXX but got no response. They finally replied to my text on Friday, XXXX XXXX XXXX. XXXX informed me she no longer worked for Open Mortgage and directed me to XXXX XXXX at Open Mortgage. I emailed XXXX but got no response. I looked online at the Open Mortgage website and called the main office on XXXX XXXX XXXX. They informed me that XXXX XXXX was no longer with the company, which is why he wasn't responding to my emails, and that they didnt know why I was given XXXX XXXX email because she hadn't worked for the company in a long time. I asked why there wasn't an automatic reply from their emails indicating they were no longer in use, and why no one had reached out to let us know. She said she didn't know, but an hour after the call, XXXX XXXX emailed us from his Open Mortgage email stating he no longer worked for the company. if he didnt work there why does he still have access to the email account still. We never recieved a pre approval never got the rate lock just the run around OF NEEDING MORE DOCUMENTS. it makes no sense our new lenders were able it get it done it less that 45 days only XXXX XXXX constant action leading to further derailment. 


We were set to close with my new lender on XXXX XXXX XXXX, when my loan processor said we had a problem with the appraisal. XXXX XXXX, XXXX XXXX, and Open Mortgage ordered the appraisal with my dad 's social security number under my name as a refinance. The property was in the ownership of my LLC, never in my dads name. He shouldnt have been able to order an appraisal for a refinance for a property he does not own. Their negligence caused even more delays and more default interest in the process of the sale of the property, costing more money now to pay for an additional appraisal. AND HOW CONVENIENT THAT XXXX AND XXXX QUIT RIGHT AS EVERYTHING HAPPENS. BUT I RECEVIED A LETTER IN THE MAIL SAYING THE LOAN WAS DENIED FROM XXXX BUT I CONVENIENTLY RECEIVED IT XXXX XXXX XXXX. THEY HAVE SEVERALLY MISLEAD US AND DERAILED MY PROCESS. THEY SCAMMED US OUT OF SO MUCH MONEY. BUT WITH THE DOCUMENTS I SENT TO XXXX AND OPEN MORTGAGE I SENT TO A NEW LENDER AND HAD NO PROBLEM XXXX WAS NOT HAPPY TO HEAR I WAS SELLING THE PROPERTY TO GET OUT OF THE LOAN XXXX I looked into my email and received an update from XXXX of a payoff of {$11000.00} more than it should have been. The day before closing which is scheduled for XXXX XXXX XXXX The next day. I reached out and asked for an explanation and he was not trying to send over a payoff break down i had to reach out to an attorney to request a breakdown and still he would only provide a loan transaction log. I even had a friend on the call with him to understand where he got the numbers, he said I can charge double the default interest as i want. i told him this isnt how it works you have to go by the contract. He said it's not in the contract but this is how he's been doing it for 15 years. XXXX XXXX and XXXX have caused me to lose more and more money to steal my property XXXX XXXX PHONE NUMBER XXXX XXXX XXXX PHONE NUMBER : XXXX XXXX XXXX XXXX XXXX

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