Consumer complaint received 2021-08-31 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: SUN WEST MORTGAGE COMPANY, INC.
State: CA

Complaint narrative:
On approximately XX/XX/2021 I submit an application to refinance my home to SunWest Mortgage Company. Initially I spoke with someone named XXXX XXXX who was very helpful and answered all my questions. After receiving my application and running credit, XXXX assured me they would be able to proceed with an FHA refinance. I informed MrXXXX XXXX I was wanting to go conventional rather than FHA. He told me they could rerun my credit once it goes through underwriting and then perhaps switch it to conventional. I had recently paid off some medical debt that was affecting my credit score and needed a little more time for that to update and reflect a better score. Even if I was not able to go conventional, SunWest had already sent a conditional pre-approval on XX/XX/XXXX, for a 3.75 % interest rate which was significantly lower than the existing rate. 

On XX/XX/XXXX, I was not able to reach Mr. XXXX via email or phone. I sent an email to XXXX XXXX the loan coordinator and also called her. She informed me XXXX XXXX was no longer with the company and she would be assisting me until they could find a replacement for XXXX. She emailed me XX/XX/XXXX telling me again the loan had been conditionally approved and the next step was to obtain an appraisal. XXXX sent the link for the vendor who would perform the appraisal so I could pay {$530.00} and schedule. I paid the fee and sent in any other documents requested at that time. Several days went by and I tried to reach XXXX for an update several times without response. Finally on XX/XX/XXXX, she responded to an email requesting more employer information and to say everything was going smoothly. 

On XX/XX/XXXX, XXXX sent an email saying they are still looking for an appraiser and trying to verify employment. I also received an email from someone named XXXX XXXX who told me he was taking over the loan and would be in touch soon. After speaking with XXXX, I learned the appraisal had never been ordered and the loan was in disarray. He promised me he was going to work to get everything resolved and would stay on the case until it was taken care of. He ordered the appraisal and I set the appointment for that to take place XX/XX/XXXX. I spoke with MrXXXX XXXX several times over the next couple days working through the application and documents I had already submit. He asked me to resubmit everything. On XX/XX/XXXX, I sent XXXX an email asking if he needed anything else and to express my concern ; I received an out of office reply. 

On XX/XX/XXXX, I spoke with XXXX and he apologized. He said he was sending more disclosures for me to sign and we should be able to finish things up quickly. On XX/XX/XXXX, I received an email from XXXX asking for more documentation and telling me they needed payoff information from HUD regarding a lien in the amount of approx. {$6300.00}. This was the first mention of this and I was not aware I had a lien. 

After a lot of back and forth, I was told on approx. XX/XX/XXXX that SunWest would not be able to fund the loan. The reasons given were the HUD lien and the expiration of the application and other things set forth by SunWest. 

During this period of time, I had also submit applications with other lenders as I was assured it would not affect my credit. 

Because of SunWest, I have not been able to secure lending to refinance my home which has left me in a very bad situation financially.

Company response to consumer: Closed with explanation