Consumer complaint received 2025-04-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Changes in loan terms during the application process
Company: SATORI FINANCIALMORTGAGE GROUP LLC
State: TX

Complaint narrative:
I connected with XXXX XXXX to see if she was still working for XXXX. She moved to Satori Mortgage. 
XX/XX/XXXX : We applied for a mortgage loan and emailed XXXX XXXX from Satori Mortgage when I received an email that XXXX was assigned to our loan and said that we wanted to work with XXXX. XXXX responded and said not to worry that XXXX would be assisting us through this loan. 

XXXX XXXXReceived a text from XXXX that we were approved at 6.25 and that she could possibly do better, once property was selected. No point buy down was ever discussed. Her goal was to beat another mortgage lender that we had looked at. 
XX/XX/XXXX XXXX sent pre-approval at 5.750 interest rate. No point buy down was listed, emailed, or discussed. 
XXXX reached out to XXXX XX/XX/XXXX. She told XXXX that the 5.75 interested was with {$26000.00} buy down of points. I tried to speak her as well but she tried to blame XXXX or quoting us 5.75 with buy down of points and that she would never quote us with buy down points. I told her that XXXX was the only reason I was even working with Satori. 
XX/XX/XXXX : I reached out to XXXX and she called me with XXXX on the line. We went over options that were to put down a larger down payment to get a lower interested rate, but none of the options were worth it. XXXX said it didnt make sense to buy down any points. XXXX agreed and I said that we didnt want to buy down any points. XXXX and XXXX told me that our rate was at 6.499 with no buy down points. XXXX also told me that he worked with XXXX lenders and that if the interest rate dropped down significantly after locking in that he would cancel our loan and go to another one of his lenders before closing. We all agreed including XXXX that we were locking interest rate at 6.499 with no buy down of any points. An email was sent the next day and XXXX outlined the loan details in his email which didnt list any buy down of points for the interest rate of 6.499. 
After that day XXXX disclosed over the phone that XXXX was going through medical issues and being in and out for doctors appointments and that XXXX would be helping on the loan for XXXX. I was surprised he would disclose the health issue. I really didnt want to deal with XXXX because she was always rude on the phone. We had multiple issues on how she would respond to me. Because of being XXXX, I just couldnt take the way she was speaking to me. 
A week before closing, XXXX kept asking for final disclosure paperwork. No one ever called us to walked us through the cost of the loan at all. 
XX/XX/XXXX : XXXX sent a letter we received from XXXX XXXX XXXX, XXXX. The letter stating that our application was closed with this lender. XXXX told us to disregard that it was a back up. 
XX/XX/XXXX : After multiple attempts of XXXX trying to reach XXXX because he wanted to follow up on a lower interest rate since XXXX said he would move us to another lender is there was a lower interest rate closer to closing. XXXX told XXXX that the interest rates didnt change. 
XX/XX/XXXX : You asked for the 3 day prior final disclosure paperwork. XXXX just said that they didnt need to send the disclosure only the initial that was already sent. 
XXXX also stated that we didnt have enough insurance through XXXX XXXX XXXX She responded via email and told me that the insurance would possibly be increased. I told her that there needed to be transparency with the communication of information and what was needed. Also that we were not going to just be okay with a price increase on the insurance without understanding why since we were the ones paying for the loan. She told me that she was the one trying to get us closed. I called XXXX immediately and he told me that it was an issue was with the lender misreading the information sent by XXXX XXXX and blamed unqualified employees at underwriting. 
XXXX : Closing Day : XXXX didnt know how much money to bring to closing. XXXX gave an estimate. 
We sat down about 20 minutes late because the title company still didnt have paperwork from Satori . Present at the table was XXXX, XXXX XXXX ( agent ), XXXX, and I. XXXX gives us the final disclosure and asked if we had seen it. We said no because we didnt receive a final disclosure or cash amount to close or had anyone walk us through line by line at Satori . I noticed a {$6100.00} for a point of a buy down. This was never agreed on. 

Called and spoke with XXXX on speaker : We explained what was going on. He lied and said he had explained the buy down of the point. Which was false : XXXX is witness and even his email where he explains the detail of the loan there no note on the buy down of the point. He told me that we had two options. Not to buy down and the interest rate would be 7.125. Or the other option was that he was trying to get us to negotiate to sign and close on the house buy paying for the buy down point and that he would refinance our loan later with a discount and not charge us the fees on a point. He also was going to refund {$800.00} for appraisal of the loan and tech fee. I asked XXXX to pay for the buy down of the point since it he falsely represented the information and said that he couldnt do that. 
Observation : We were never told at any point or in any form of communication that about a 7.125 without points. In addition the non steering form that I felt that we were forced to signed was false. That that was the first time we had seen those rate and the outrageous buy down of point fees. It was never disclosed or discussed on XX/XX/XXXX in any of the conversation we had. During closing, I sent XXXX a text because I was so uphappy with Satori. She called me and I told her about the buy down of a point. She said that it was no true and that she was witness to that call with XXXX. She also told me that she was removed from our loan and was told by XXXX that we didnt want her on our loan. When in fact, the person I didnt want on the loan was XXXX because of the continuous was of addressing the information and myself via text, phone, and email. 

Additional Observation : The entire disclosure paperwork had incorrect information from double charging us for our flood insurance that was already paid for to the commissions of the agents involved. This was all information that Satori had sent to the title company. Our lender had to come back and make corrections post-closing on the disclosure. 

XX/XX/XXXX : I was extremely upset of the feeling like I was push against the wall to close on a loan with false information only to keep the home that would allow my husband and I to grow our family in later this year. I decided to email XXXX XXXX the president of Satori according to XXXX and linked in. I shared the information and asked for an investigation into our loan. I never received a response and I send a delivery receipt and used the same email address XXXX used to try to negotiate to get us to sign. 
XX/XX/XXXX : Spoke with XXXX and had an agent look up our application. I asked for the interest rate at the time we locked in. He said that he could only tell me the retail rate and that mortgage brokers get better rates. The retail rate was 6.375 interest rate with no buy down points with XXXX XXXX the day we locked in which was XXXX XX/XX/year>. 

We believe that XXXX and XXXX steered our loan to the lender they pick for us. Instead of using the one with the best rate. Non of the options listed on the non steering disclosure was ever discussed or presented to us as options. Plus we have a excellent credit score that would have guaranteed the best rates available with the best terms. 
XX/XX/XXXX : We received a check in the mail for {$700.00} from Satori instead of {$800.00} that they agreed by email to send us to help with the cost they incurred us on the buy down of the point. 
XXXX the president never responded to our inquiry regarding an investigation.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with monetary relief