Consumer complaint received 2016-12-21 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Pacific Union Financial, LLC
State: KS

Complaint narrative:
Around XX/XX/2016 I was behind one month on my mortgage with Pacific Union Financial , LLC due to reduction of income. In an attempt to remedy the issue, I requested a refinance to possibly lower my monthly payment. My loan officer XXXX XXXX was helpful and accessible throughout the refinance process. The process was completed and my old loan was paid off.The new loan paid for my past due balance for XX/XX/XXXX, the old loan and the closing fees which brought the principal from {$130000.00} from {$130000.00}. I received a paid in full letter as well as a statement advising me that my next payment was not due until XX/XX/2016. A week or so later, XXXX XXXX me to request my husband 's signature because according to him, if you'r married in Kansas, your husband 's signature is required in order to register the deed. At the time my husband was living in XXXX where I could only send him the paperwork via email and he would sign, notarize and scan them to an email and send them back to me to give to Pacific Union Financial , LLC. But unfortunately, they demanded that he goes to the U.S embassy in XXXX to have the paperwork notarized and sign which delay the time they would have received the signed documents back from him because he had to wait for over a week before he would be able to meet with a consular officer to notarize and sign the papers. When he finally made it the the embassy, he was informed that each page that the consular officer had to notarize would cost {$50.00} U.S. The whole thing ended up costing {$250.00} U.S because there were XXXX pages which needed signature and notary. After my husband went through XXXX to get the paperwork back to me, when I sent them to the title company, I never got a reply from XXXX ( a representative from XXXX ). I contacted XXXX to inform her of the email I sent with the requested signature. That 's when she asked me to contact my loan officer. When I contacted XXXX XXXX, he told me oh by the way the fund that paid off the old loan was taken back because the paperwork was not received by the title company in a timely manner. I later received a statement requiring me to pay for XX/XX/XXXX, XX/XX/XXXX, as well as the regular XX/XX/XXXX payment. when I explained to him that I could n't get them the paperwork any sooner because XXXX is not a very structured country, everything takes a long time, especially legal documents. He told me there was nothing he could do. I asked him why he did not tell me from the very beginning of the refinance process that my husband 's signature would be needed on the paperwork, and why he waited until the title company caught up with the discrepancy to ask for the required signature, he simply said he did n't think they would need it since he lives in XXXX. Now instead of getting a break to catch up on my past due balance, I now have an even bigger mess to clean, because XXXX told me that I would be receiving over {$2000.00} from my escrow, so the money I had to pay for XXXX was spent on other circumstances that arise in my life, including paying for my husband 's medical exam for immigration process to come to the United States, as well as purchasing a plane ticket for him to come here once his visa was granted. The same XXXX XXXX who failed to properly inform me regarding the refinance process is the same one who started screening my calls and reject my calls every time I called to ask that the fund be put back. When he finally answered my call, he was really rude and as I tried telling him that he 's the reason why I 'm in this mess now, his answer was you should have paid your mortgage on time, do n't you blame me for your failure to pay your mortgage. I asked to talk to his supervisor XXXX XXXX to inform him about what happened, he was even more arrogant. So was XXXX 's supervisor XXXX XXXX. Now I have XXXX loans with PUF

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