Consumer complaint received 2023-10-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Castle Rock Mortgage, LLC
State: TN

Complaint narrative:
My husband and I had started working with XXXX when we moved to XXXX XX/XX/XXXX. We have since bought two primaries and two rental properties with him without any issues. When my husband and I started our divorce, I sought XXXXXXXX XXXX help with the refinance of our primary ( to be in my name ) and the rentals ( to be in my ex husband 's name ). 

We started the process in XX/XX/XXXX with getting the information together and explaining how we wanted everything divided. When they requested documents, they provided a portal that didn't work 90 % of the time. I constantly sent messages, emails, and screenshots explaining how it wasn't working and I was met with zero response. I had to keep trying throughout the day over several days to hopefully get my documents submitted. Sometimes I sent personal identifying information over email just to get it submitted to move the application along. 

Throughout the process of the refinances I had multiple questions that were never answered and left ignored for up to a week. I asked my ex husband if he was receiving the same treatment and he said no, that XXXX was very quick to respond to him. I made several requests for updated disclosures that reflected actual information so I could financially plan. I asked several times if we were doing okay on our timing because our rate lock was set to expire late XXXX. On the off chance I received a response, I was told we were okay. While I was sending payoff letters to him, the title company was ordering payoff faxes costing {$30.00} each to a total of 5. Some were unnecessarily a day apart and wracked up an additional {$180.00} in fees. 

We were set to close, we had successfully refinanced my ex husband 's rental properties and were scheduled to close on my primary the following Monday, XX/XX/XXXX. I was told signing on Monday was fine. Late in the afternoon on Friday XX/XX/XXXX, I was sent an email that our rate was expired and we had to pay an additional {$3000.00} at closing or {$50.00} a month for a higher rate. I was never made aware this was a possibility until it was impossible for me to react. 

Our situation was definitely more complex than a typical loan and I understand why it took months to compile the necessary information for underwriting. I chose not to continue my refinance with Castle rock mortgage because of XXXXXXXX XXXX inability to treat my refinance with the same respect that he treated my ex. Whether intentional or not he treated me as a less important client. His response to my unhappiness was to pay a tiny portion of the rate extension, but I had already decided I couldn't work with someone who showed that level of favoritism towards XXXX clients. I have yet to receive a response on how to get my bank fees returned from the unauthorized payoff faxes. 

XXXX XXXX XXXX Castle rock mortgage TN. XXXX XXXX XXXX XXXX XXXX TN. XXXX XXXX XXXXXXXX

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 monetary relief