Consumer complaint received 2021-03-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: IMPAC MORTGAGE HOLDINGS, INC.
State: CA

Complaint narrative:
XX/XX/XXXX The lies stop today. The deception and the fraudulent practices stop today. I initially contacted CashCall Mortgage ( DBA Impac Mortgage, XXXX XXXX XXXX, XXXX, CA XXXX ) on XX/XX/XXXX to apply for the refinancing of three of my properties. My credit was run but I was not contacted until three weeks later on XX/XX/XXXX by XXXX XXXX, to let me know that the processor assigned to me was XXXX XXXX. A week later, XX/XX/XXXX, XXXX XXXX also emailed me to tell me the same information. I waited until XX/XX/XXXX and when I heard nothing from Ms. XXXX, I reached out on XX/XX/XXXX to ask if we were on track to close on XX/XX/XXXX. Again I heard nothing so I reached out again on XX/XX/XXXX. Mrs. XXXX said she would call me on XX/XX/XXXX to review my 3 files. She assured me all ( 3 ) files were in order and even set up a notary appointment for Saturday XX/XX/XXXX. That appointment never happened as she claimed that she needed to " fix some things. '' And since that date it has been a non-stop endless cycle of asking for documents, promising me we were ready to sign, asking for documents that I already sent, telling me the files were in Underwriting, asking for more documents, telling me Underwriting needed more ( even though ALL documents were immediately supplied ). Finally, on XX/XX/XXXX, upon XXXX telling me that Underwriting had decided that they needed an appraisal after all, I demanded that I be sent a copy of the appraisal that was ALREADY done on my property on XX/XX/XXXX. She seemed to have no idea that the appraisal - ordered by Cashcall in XXXX was ever done. She found the appraisal and sent it to me, as well as cced a copy to a Manager named XXXX XXXX, whom I had insisted form a part of all emails since nothing had gotten done for 90 days XXXX 3 months XXXX time. 
The appraisal came in at {$290000.00} and I was told we were good to go now. But yet no signing dates were set. The comments from Ms XXXX were always It is in Underwriting. 

On XX/XX/XXXX I was sent an email at XXXX XXXX from a XXXX XXXX stating that she was my new processor assigned to my case. She also sent me a list of REQUIRED documents and when I stated that those documents had already been sent XXXX multiple times, even ) she stated that she had NO access to XXXX files and therefore I would have to resubmit all the required documents. At this point I became very suspicious of a request for additional documentation and demanded to know where all of my HIGHLY CONFIDENTIAL documents were and why she was not able to access them. She alluded to the mental state of Ms. XXXX XXXX ; leaving me even further concerned. Mrs XXXX took a tone with me and told me that if I did not supply the documents then I was essentially backing out and did not want to proceed. She stated that there was a looming deadline of XX/XX/XXXX and time was of the essence to finalize the loan or else we will need to run your credit again. I stated, again in no uncertain terms, that I would absolutely NOT be running my credit again due to their inaction and sitting on my 3 loans for 100 days. 
She also wanted a copy of my divorce proceedings to which I absolutely said I would not send over. I asked why in the world anyone would want to see my divorce papers when I have been divorced for 17 years and during that time have purchased 8 properties and even refinanced properties without ANYONE requesting divorce papers. I became suspicious that my identity and financial documents were being stolen and/or not protected. I immediately contacted the supervisor I was working with, Ms. XXXX XXXX, and she assured me that they would NOT have to see my divorce papers. At that point she said all that was needed was my XXXX W2- a document that I had submitted multiple times already, and did so again. I was told that was it and my files would go back to Underwriting and be done. 

Enter XXXX XXXX on XX/XX/XXXX who said he was brought on to close the deal. I explained to him that absolutely nothing had been done and no deals were finalized because of unknown reasons. He assured me that he would get to the bottom of it and that the deals would close. He explained that Underwriting has decided after all that they NOW needed an appraisal of the XXXX property. I explained in no uncertain terms that once again that appraisal had been done over 3 months ago. I also explained that Ms XXXX had a copy as did Ms. XXXX XXXX. He claimed there was nothing documented and wanted me to send him MY copy, which I did. He then entered it into the portal on XX/XX/XXXX. 

I thought that would be the end of it, as promised, and that we would indeed finally be signing our documents today. But NO. I just received a phone call today ( XX/XX/XXXX at XXXX XXXX  ) from XXXX XXXX who informed me that my file can not be finalized until I RUN MY CREDIT AGAIN. I told him that my credit is frozen, and that I would absolutely NOT be running my credit again due to their own ineptness and inaction. They have literally sat on my loan for FOUR MONTHS ( 120 DAYS ) and at this point they have lost all credibility with me. 

But it is worse than that. I can only think at this point that it goes beyond ineptness and inaction. At this point I am concerned about the privacy of my financial documents, as well as the very real threat of fraudulent and deceitful practices on behalf of CashCall Mortgage ( DBA Impac Mortgage ). Their misleading actions have now caused me to miss out on refinancing all 3 of my properties at rates that are lower than the current market rates. This deal should have been done FOUR months ago, as I am someone with impeccable credit, access to all of my documents at my fingertips, and someone that has answered every single email, phone call, document request immediately and accurately. 
I want answers and I want action. NOW. 

Thank you in advance, XXXX XXXX

Company response to consumer: Closed with explanation