Consumer complaint received 2026-05-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Loan estimate or other related disclosures
Company: eMortgage Funding LLC
State: OR

Complaint narrative:
Formal Complaint Regarding Refinance Practices and Consumer Harm Dates of Incident : XX/XX/XXXX XX/XX/XXXX To Whom It May Concern, I am submitting this letter as a formal complaint regarding my recent refinance transaction with eMortgage. I believe I was misled during the refinancing process through verbal promises and representations that ultimately were not honored, resulting in significant financial harm and loss of home equity. Individuals Involved XXXXXXXX XXXX XXXX XXXX emtg.com XXXX XXXXXXXX XXXX XXXX emtg.com In XX/XX/XXXX and XX/XX/XXXX, I was contacted by XXXX XXXX regarding refinancing my mortgage. Initially, I declined because I had already completed a prior refinance that increased my mortgage balance from approximately {$130000.00} to {$190000.00} on a home valued near {$240000.00}. I ultimately agreed to proceed with the refinance only after being assured that I would also be able to obtain a HELOC following the completion of the refinance. I made it very clear throughout the process that obtaining access to additional equity through a HELOC, along with lowering my monthly mortgage payment, were the primary reasons I was willing to move forward. Additionally, I paid approximately {$730.00} for XXXX separate appraisal services. Before making those payments, I specifically advised the loan representatives that I could only afford the appraisal costs if those funds would be reimbursed through the loan proceeds. I was expressly told that I would receive the appraisal money back in full. That reimbursement was never provided. Toward the conclusion of the closing process, my calls and text messages regarding the reimbursement and HELOC were largely ignored. I have documentation showing multiple unanswered calls and messages. Following the refinance closing on XX/XX/XXXX, the following occurred : I never received reimbursement for the {$730.00} in appraisal fees. I received little to no meaningful communication regarding the promised HELOC until after I escalated my concerns to the companys Human Resources department weeks later. My monthly mortgage payment remained essentially unchanged despite representations that refinancing would improve my financial situation. My mortgage balance increased by approximately {$20000.00}, bringing my total mortgage debt to roughly {$210000.00}. Despite the substantial increase in debt and reduction of my available equity, I personally received only slightly more than {$400.00} from the refinance transaction. The refinance failed to provide the benefits that were represented to me during the sales and application process. The transaction appears to have primarily benefited eMortgage while leaving me in a significantly worse financial position. As a result of this refinance, I have suffered a major reduction in home equity and increased financial strain. The situation has become so severe that I may now be forced to sell my home and could potentially be left with little or no remaining equity after satisfying my debts. Although I accept responsibility for relying on verbal assurances and not fully understanding every aspect of the loan documentation, I believe I was pressured and rushed throughout the process. I was repeatedly told that I needed to move quickly to avoid missing deadlines that could complicate or jeopardize the loan approval process. At no point do I feel the long-term financial consequences were adequately explained to me. I respectfully request that eMortgage take corrective action to address the harm caused by this transaction, including : Reimbursing the promised {$730.00} in appraisal fees. Reviewing available options to reduce my monthly mortgage payment to the level represented during the refinance discussions. Reviewing whether compensation, loan modification assistance, or additional relief may be appropriate due to the substantial equity loss associated with this refinance. Conducting an internal review of the sales and lending practices involved in this transaction to ensure that other consumers are not subjected to similar conduct. I am requesting a full review of this matter and sincerely hope appropriate action will be taken to address the financial harm and misrepresentations involved. Thank you for your time, attention, and consideration. Sincerely, XXXX XXXX

Company response to consumer: Untimely response