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Complaint Details
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Initial Complaint
05/01/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I was contacted by *************************** regarding a refinance of my mortgage loan. Documents were sent to me but they were incorrect so I emailed ********************. New documents were sent to me. (SunWest Mortgage Company). They were also incorrect so I emailed ******************** again. I also mentioned that I saw his company could have a lower interest rate. He never sent the corrected mortgage documents back to me. When I emailed him about this, he said he thought I was going with a different company but he never emailed me back. I asked again for the corrected mortgage documents and he said that the interest rate had gone up. I have been trying to find another mortgage company at that first interest rate quoted by ******************** and in the documents and have been unable to get the same rate.
Business response
05/02/2022
Hello ****************,
We apologize the experience wasn't to your satisfaction. In conducting further research, initial loan disclosures were sent to you but we had not heard a response from you for a couple of weeks after the revision was sent. It was to our understanding that you were shopping interest rates as it's always encouraged for all consumers to do. However, once we lock an interest rate on a mortgage transaction, we cannot keep the loan active in our system for an indefinite period of time with no response from the customer. We would need some form of communication from you that you have intent to proceed. Our company offers the lowest rates we can possibly do and not sure where you received information of a lower rate we could offer you, without being presented already. As I'm sure you're also aware, the interest rate environment has been very volatile in the past few months. This is why we encourage everyone to lock their rate as soon as possible, which is to avoid situations like this where rates dramatically increase and can no longer be secured.
I apologize for the inconvenience, but would love to re-look at your situation and see if there is any benefit. Or we could have ******************** reach back out to you asap and go over any options along with today's pricing. Feel free to reach out to me directly at ************, my name is ****.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.