Consumer complaint received 2023-01-04 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Closing on a mortgage — 
Company: AMERICAN PACIFIC MORTGAGE
State: CA

Complaint narrative:
Hello!!! and PLEASE HELP!!!! 
My Husband and I purchased our home on XX/XX/XXXX On XX/XX/XXXX We received a supplemental Bill That was showing INCORRECT Amounts ... OUR PROPERTY TAXES SHOULD BE {$6300.00} give or take on the change... They are telling us it is {$8000.00} ... NO WAY ...... 
On XX/XX/XXXX We called and spoke to our Broker a man who we processed our Loan Application with at American Pacific Mortgage. We went through the Bill together, He mentioned that the Total Amount was incorrect, and it didn't make sense ... he told us to contact our County and the Tax collector 's office, because they calculated our NUMBERS WRONG ... after speaking to both sets, they are set at a RATE of 1.25 % they clarified it was NOT their mistake. When we went back to the Lender our Broker, however he NEVER called us back. We spoke to XXXX of his counterparts who told us SHE is reaching out on his behalf .... She called us on XX/XX/XXXX and we told HER what happened the CLOSING Department in XX/XX/XXXX when processing our costs and fees etc... to close our loan and have our documents submitted for signing Made a HUGE MISTAKE.!! WE WE'RE CORRECT... We spoke to the Woman who is a Counterpart of our Broker and she mentioned she will speak to her team hat handled our loan and also speak with our Original Broker. She called us on XX/XX/XXXX at XXXX AM The call lasted XXXX Minutes, She ADMITTED!!! on this call that The CLOSING Department made the MISTAKE!! she says When they calculated our total fees and costs they made the mistake and miscalculated all together!!!!! and it's incorrect which is why the Supplemental Bill does not ADD up!! She was quiet for a few moments and then she said to my husband and I that she can't say much it's above her position but, perhaps her Manager a VP could help us and go forward to fix this matter, she told us she will have her call us back to talk to us. Later that day on XX/XX/XXXX at XXXX the call lasted 27 Minutes ... we spoke to the VP as mentioned of the LOCAL office and the SAME team called me, and she said they can adjust the Property Taxes for the Year XXXX and Plus 6 more months but, AFTER that they will adjust and DEFAULT back on us to take responsibility of their Mistake.!!!!! I said NO WAY!!! NEVER!!! .... They need to take 100 % RESPONSIBILITY of their mistake and fix it, The VP said, " I have to ask '' " What are the options or solutions you want me to discuss further? We gave her 2 Options Possible 3 options ... She tells me that she has to take this higher it's also above her paygrade... She says she will have to possibly reach out to their Legal Department... I said... I think you need to do the RIGHT THING!! I told her Mistakes happen but, they need to fix it and learn from this perhaps in a RoundTable and Coaching for their team or Department Staff! The VP called me on XX/XX/XXXX at XXXX AM Left a message saying they are still working on it and she doesn't have more news for me .... We have a XXXX Daughter who is in Kindergarten and Her and I both Have had a bad cold. What a way to spend the XXXX XXXX. I was not able to pick up but, she left a message and I still have it. 

The Big ISSUES are as follows : 1. When we reached back out to our Broker to get more answers, he no longer answered our calls or texts. I believe ONCE he realized THEIR OWN mistake, he chose to no longer have contact with us ... that is why he placed this MASSIVE ordeal on his Coworker/ Counterpart, she says she herself is returning OUR calls on HIS BEHALF .... REALLY??.... We tried for XXXXver a week to reach him and he is ducking and dodging our calls and messages. I also have EMAILS pertaining to this Matter. Please help! We are not getting any answers I had spoken to our Male Broker and his Female Coworker and their Manager the VP, and I told them ... Our ONE Year into this HOME HAS NOT happened yet, Lets reverse this TRANSACTION, they are running out the clock and Not Taking FULL responsibility. We did not create this issue and most certainly did not CAUSE any, miscalculations. My husband and I had hoped they would FIX and CORRECT THEIR MISTAKE but, they are avoiding taking responsibility at all costs.

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 explanation