Consumer complaint received 2021-03-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: MUFG AMERICAS HOLDINGS CORPORATION
State: CA

Complaint narrative:
My mortgage lender is Union Bank and after speaking with a Mortgage consultant I filed for a refinance process that started in the end of XX/XX/XXXX as everything seemed to be in place for a successful refinance process First week I XX/XX/XXXX I received an email from the mortgage consultant from Union Bank indicating that the appraisal came in at same price I purchased the home in XX/XX/XXXX, and that the max allowable total Loan to value ratio is 80 %, which means I need to being in cash to close for this refinance to work. This was never informed to me before we started the process. Then I replied back expressing that this was never communicated about such an important criteria. And that we were shocked and disappointed to learn about this now, especially after the credit inquiries and paying the appraiser. 

Should we have not been informed about such an important point earlier if this was a prerequisite? 

Also the home appraisal - we are quite surprised to see the appraisal figure that indicates the home value has not grown since we purchased the place 1.5 years ago given the real estate boom and that also literally every single real estate website shows a significant increase in price for our property. 

There was no response after that for close to a week after repeated emails and I get a real shocker - a denial notice I replied back looking for a response and after many emails I received a note from the initial mortgage consultant that the loan was already denied even before he sent you the email and it was his effort to try to save the loan from denial. This was unbelievable. 

When a company states if you'd like to continue please bring in 'x ' amount of cash it seemed to imply an option was still on the table and the loan was not disapproved. Also the reason being cited about not having enough reserves doesn't make sense. We showed enough cash in our banks and XXXX to meet the capital requirements. Also, the statement of credit denial states a different reason. 

I reached out to his bosses but no response. Finally, a sales XXXX replied back on XX/XX/XXXX we spoke about other possible options to refinance and I agreed. But then, he never returned by calls later. I then sent an email to him indicating that I'd like to file an appeal to the mortgage appraisal process to which he replied on XX/XX/XXXX stating the loan has been declined and is no longer in process, we would need a new loan open and in process in order for us to conduct a new appraisal. How can I appeal the appraisal before closure when the load was closed without my knowledge? 

Somehow the way this process was dealt with has been unfair, unprofessional and borderline dishonest especially since the denial for refinance was made without discussion, not providing information upfront ( about LTV XXXX or discussing options. And not to mention since my credit was run, and I paid the mortgage appraiser. And my biggest disappointment is the time I have spend in this process and the mortgage rates that have increased since my initial request As your existing customer I thought I deserved better treatment from Union Bank but I am giving up on that expectation. I will appreciate your help with this matter

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 non-monetary relief