Consumer complaint received 2024-07-16 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: CITY CREEK MORTGAGE CORP.
State: UT

Complaint narrative:
I applied to City Creek Mortgage to refinance my home into my name and remove someone else 's name due to a court order. At first things were going well, the loan officer was very nice and helpful. I did have to tell him all of my information a few times such as where I worked, how much I made, how long I've been there, etc. I was also including payoffs in my refinance. I sent in the update payoff amounts, account numbers, how much I was responsible for, and my court documents to show it, but this was never updated until AFTER closing. I sent this information in before closing multiple times. Through the underwriting process, I asked where or who the lender would be because they kept telling me that their lender needed this and that. I mentioned that I did NOT want to work with XXXX XXXX because of legal issues I had with them in the past on the same property. They would not tell me who it would be with. I assumed it wasn't with them because I had already voiced my concern with the company and because they didn't say I thought it was someone else. 
They ended up sending pre closing disclosures to someone who was not on my loan and I had a restraining order against this person. This person was not to know where I was currently staying, and my application stated that information, as well as the disclosures. I called my loan officer right away to ask what and why they were sent. I was terrified. All of my loan information, personal information, and address information was just sent to this person who I had just been to court to keep away from me. My loan officer said it shouldn't have been sent and he was going to speak with someone to have it recalled and he just said sorry. My information was compromised. Later, the next day I think it was, they were resent to me and this person. I called back and asked what was going on. He said they didn't have a record of them going out again. I just received the email again. The disclosures were also wrong. They did not have the correct loan amount, payment amount, rate, and the payoffs were wrong. My documents said I was still paying off more than what I needed to. He said he would update them, but they never got updated. I felt like no one ever read my documents, emails, or listened to me when I called. After this I never got another set of closing disclosures. 
My loan got to the point where my loan officers job was coming to an end and I needed to start working with a loan closer. I started working with " M ''. She was rude from the start. I did not like speaking to her at all. She spoke to me like I was stupid every single time. I used to process and fund mortgages for the company I used to work for and she would tell me things that didn't even make sense. After a while I started reaching back out to my loan officer because she wasn't working my loan, she was just being rude to me. He at least tried to help me the best he could. I needed to have a specific document signed at closing and she was telling me it wasn't required. But to transfer names on the deed, it is. Also, my lawyer agreed and my court documents stated I needed to remove someone off the deed. After she checked with someone, she called me back and told me I was right. I didn't tell her I knew already because I have been telling her for the last 3 days that this document was needed, but I was beyond frustrated. I got to closing and that document was not prepared, I still did not know who my lender was going to be, and my payoffs were still wrong. I drove an hour and a half to the title company, later to find out it was because the owner of City Creek owns them as well so they only use the this title company. The title agent told me I just needed to send her my updated payoff amounts when I got home and she would send them the updated amounts. I called my lawyer and my loan officer. They both said sign and we can adjust and review before funding. I was told by the title agent my documents would be scanned and sent to me right away instead of making paper copies for me, but it was a few days later that I got them. My recision period was almost up. How am I supposed to have time to review things if I don't even have my documents? I was also confused because I was told the entire loan process I would be paying the creditors, except for my current mortgage because I was also putting cash down out of pocket. She then wanted me to send her that. She said if I didn't sign then, I couldn't reschedule until next week, but I needed to fund asap, I was already behind. I felt pressured into a mortgage that was wrong and not updated despite all my efforts of giving the updated information. My information hasn't been updated since XX/XX/XXXX, and I closed XX/XX/XXXX. 
I called in and spoke to XXXX She told me we can't update my payoffs and any overpayments will be sent back to me. I told her I can't have that happen because the money will be sent to my ex and I am the one overpaying, from my loan. I have no contact with him. If they money is sent to him, I have no way of getting it back. The payoffs should have been updated since pulling credit in XXXX and I have sent in updates throughout the application process. The title company shouldnt be able to change how my loan is being paid. If it was already approved to be paid a certain way, it should be stuck that way. They mailed the checks to me, and then I had to mail them to the payoffs. If they wanted to send checks, they should have sent them to where they needed to go. I was told the money would be given to me and I would pay them online because of the deadlines and because I already had my down payment in my account. Underwriting approved this. The loan was funded XX/XX/XXXX, my deadline to pay everything off was XX/XX/XXXX. My Mortgage was not paid off until XX/XX/XXXX. With the payoffs being mailed twice, they were also late, they were paid off at various times. I called before funding and XXXX  would not let me speak to anyone else. She told me that because she is assigned to my loan I am not allowed to speak with anyone else. I told her she has not been updating my loan, I am behind, I have a court order to get this done, it's already approved, I don't understand the issue. She wouldn't let me. I hung up and called City Creeks main line, I explained how unhelpful she was and frustrated I was, I spoke with another agent in loan closing. She was very nice. She worked on updating my payoffs. She worked with the title company to make it so I didn't have to send them my money down because it wasn't part of the approval. She updated my payoffs within an hour once everything came through. I don't understand why it took so long and that it wasn't done anytime before. 
I left a bad review on XXXX for City Creek. " Mortgage XXXX '' reached out to me. At first he was nice and apologetic. He was offering to help, but I didn't think there was anything for him to do. I had to pay fees because things were late. I explained to him everything that happened. I told him how horrible XXXX and XXXX XXXX are and he told me that they aren't related and he was just with the owners. He said they are huge competitors. I told him when I log into my account of XXXX and the bottom of the page it shows affiliate XXXX XXXX. I sent him a screenshot of the page where it shows that the site is ran by XXXX XXXX, because I didn't want to send him one of my account. I have a secure email with a letter from XXXX that says thank you for reaching out to XXXX XXXX on it. He started to speak to me rudely. He told me he doesn't have upset customers. He kept asking me how he could help and that he would make it up to me, but his companies have caused me so much stress, money, and time. How do you make that up to someone? He started arguing with me, so I told him to leave me alone and stop talking to me, but he kept texting me. He told me that he could help me remove a late reporting, but it wasn't reported late. They paid it late, and it caused me a fee because my due date was XX/XX/XXXX, and if they would have done what they told me they were going to do none of my payments would have been late. I'm trying to refinance to get away from the horrible company they put me with after specifically saying that's the one company I didn't want to be with. If I knew earlier I would have cancelled my application and went elsewhere. Maybe that's why they didn't tell me and why they delayed giving me my documents, because I told them I would cancel. I feel like they screwed up my mortgage. They charged me fees that are ridiculous. They caused me to pay fees because their title company wouldn't follow instructions. They gave out my personal information to someone not on my loan, putting me in danger. I'm now having issues with XXXX, as expected. I dealt with it before. I am tired, stressed, and overwhelmed. They made everything harder for me than it already was. Mortgages are already stressful enough when everything is correct. I wanted to reach out to make others aware because they ask you to remove bad reviews on XXXX. They want to only show when their customers are happy. Sending an honest review of what happened and how you were treated, shouldn't mean being texted and treated badly even more. I didn't reach back out to them once my loan was processed because that was it, it was done. He reached out to me, spoke to me rudely, tried arguing with me, and made me feel even worse because I was honest about my experience. I feel harassed, ignored, tricked, and burnt out dealing with issue after issue because of working with City Creek Mortgage. XXXX asked me to refinance with them again and " he can make it up to me. " But he couldn't tell me how. I'd have to re-pull credit again, repay closing costs again, get another appraisal, repay their title company for not following instructions that were already approved. Even with him waiting all of that, I don't know if it would be worth it. Things that went wrong, were things that I tried to fix throughout, but I was ignored. They could have fixed the issues before when I was working with them, when I was asking them to fix them. They did not care, they just wanted money and to close a loan. It hurts to know it doesn't matter to others when their actions cause massive amounts of stress and problems on you.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation