ComplaintsforAmerican Pacific Mortgage

• Initial Complaint

  06/25/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am not liable for this debt with charter communications, I do not have a contract with Southwest Credit Systems,LP, they did not provide me with the original contract as i requested.

  Business response

  06/26/2024

  Please be advised, this complaint does not appear to be pertaining to our company, American Pacific Mortgage Corporation. We are not affiliated with ******* Communications or **************** Systems, LP, which the individual submitting the complaint referenced. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On March 19, 2024, I was alerted by a credit monitoring company that a hard credit inquiry was done by American Pacific Mortgage on March 18, 2024. I have not applied for any type of loan at all and immediately called the company. I was transferred to multiple people before being told to speak to ***************************. I have left numerous messages stating the urgency of this matter and possible identity fraud with a loan application by their company. I have yet to hear back from them to address this issue. I have done my due diligence with the three credit reporting agencies but really need this company to explain how and who did an application in my name. They also need to correct the hard inquiry on my report as that directly effects my score. My next recourse will be calling the *** for a mortgage fraud investigation into American Pacific Mortgage.

  Business response

  04/09/2024

  We have worked directly with the customer and resolved their concerns. Feel free and reach out with any additional questions or comments.

  Customer response

  04/09/2024

  I am rejecting this response because: The hard inquiry is still listed on my credit report and I am waiting for that to be removed. This is also effected my credit score due to the hard inquiry. This is not resolved until the hard inquiry is removed and my credit score goes back. 
  

• Initial Complaint

  09/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  American Pacific Mortgage Company frauded me and refuse to rectify the situation despite acknowledging they are at fault. As a first time homebuyer using an FHA-government program through this lender, my partner and I signed multiple closing documents for our home on 5/01/2023 where the interest rate for our second mortgage (covering down payment) was ****%. The day after we closed, American Pacific Mortgage Company and their subsidiary Element Mortgage Company sold my mortgages to US Bank, in a deal that said our second mortgage has a ****% interest rate. This will result in over $11,00**** in charges and dinged credit score to us as we wait for this company to rectify their error with US Bank. Despite multiple pieces of evidence to prove American Pacific Mortgage Company/Element Mortgage Company is in the wrong, they refuse to rectify the issue or even answer my calls or my government-assigned mortgage counselor's calls. From their lack of communication, I can only assume American Pacific Mortgage Company/Element Mortgage Company is attempting to profit off me and the government using predatory and fraudulent, illegal lending practices. Avoid doing business with this company. I hope they do the right thing and fix this issue asap, considering my only home and well-being depend on it.

  Business response

  10/05/2023

  Please note that we are currently working directly with the consumer regarding the above referenced complaint. We will not be posting any public response with confidential details.

  Customer response

  10/13/2023

  I am rejecting this response because:

  Hello,

  Regarding my complaint ********, for the record I want to state that American Pacific Mortgage is NOT working directly with me to resolve the dispute. They actively avoid my phone calls and only once reached out to say they are coordinating a response to my CFPB complaint. Over *************************************************************** at all. American Pacific Mortgage is negligent. 
  Thank you,
  A *******
  

  Business response

  10/16/2023

  Good afternoon. American Pacific Mortgage is working directly with the consumer investigating their concerns and has offered a resolution.

  Customer response

  10/17/2023

  I am rejecting this response because: the issue had not been resolved and I've recieved very little contact from American Pacific Mortgage. 
  

  Business response

  10/18/2023

  We are actively working directly with the consumer towards a resolution to their concern.

  Customer response

  10/19/2023

  I am rejecting this response because I am still waiting to hear back from APM. Hopefully by the end of this week. Thanks
  

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 04/17/23 I made a $2500 principal only payment to my mortgage. It was mistakenly reversed on 04/25/23, and "refunded" to me.06/01/23 I realized this when I noticed the discrepancy with the remaining balance. I called and explained what I was seeing, the mistake of the reversal was acknowledged, and they told me I should have received a check for the refund. I absolutely did not receive a check. I requested that the money be re-applied to the principal like I originally wanted, instead of sending another check. They agreed, and said it would take 3 weeks (wow! that's a long time) for the request to process.07/07/23 I realize that the money was never re-applied to my principal. I call to figure out why, and they tell me that they aren't allowed to re-apply it, they need to return it to me. But they didn't follow up with me to let me know or send me another check, they just let it sit in limbo for more than a month. They offer to send the money through ACH debit, and I agreed. I was surprised to verbally give my account number over the phone for this, usually a secure portal would be used. They said the money should be in my account by 07/17/***** wasn't there by then, and I called 07/18/23 to figure out why. They said it takes 10 business days ******* search says 1-3 for ACH debit?), but that the previous person gave the estimate on days not business days. So it should be in my account absolutely no later than the morning of 07/21/23.Surprise surprise, it's not there. And I need to call a 4th time, to continue pursuing this. It's been three months and counting.What I would like is for the $2500 to be returned to me, along with the interest that I've payed directly due to this gross incompetence.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The Problem started since 2022 of how our loan mortgage case was handle, the way you people have ** going around in circle, you people don't seem to be in sync by not communicating with each other, one of you would tell me one thing the other would tell me something else and the third one would have no clue. At times, time will go by, and I haven't heard from anybody, therefore I will try to contact them. ************************* told me he gets us a home and we believed him, now we found ourselves with no house, loss of money, mental and emotional distress and the only thing to show for is about a year and a half lost. They ask for **** dollars, in addition of the **** dollars we had before. the truth is we didn't have the money they knew this. Since the beginning ****** told us we just needed a letter saying the money was gifted, we gave that letter to them, now it's a problem asking where the money came from, they even ask my kids grandparents where they get their money. They said ***** from *********************************** was not doing what she needed to do, we took out a cashier's check and gave **** to ******* homes, then they said that that money cannot be used any more. in the meantime, ****** keeps saying not to stress out that everything was going to be ok, when realistic everything was not. At that point we have decide to leave everything and back off the Loan. We no longer want to continue we are hurting, we are disappointed, and emotionally we not good. We are even scared to go for a house again after this. This was a really bad experience for us, People supposed to be excited to buy a house all this give us was headaches. I am under the impression the ***********************************, knew that we were not going to get the loan, and still ask for money for the Down Payment and $650 for Appraisal. for a total of $2150, I think is more to this but is hard for me to explain. I have all the paperwork, email, text, and a lot of them does not make any sense. I don't know what to do.

• Initial Complaint

  11/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I got a mortgage through American Pacific Mortgage in August and was told to make payments via the website. Unfortunately for two consecutive months (October and November) the website has failed to process the payments and the company is trying to charge me fees for this even though I made sure to give them the correct information in back to back months by making the payments on the phone. When I reported the concern to numerous parties within the company and asked for them to waive the fees they all claim they can't reverse the fees, but the issue is not due to my fault. They're demonstrating what I view as predatory lending behavior by having a faulty website and charge fees for such nonsense. As a result I would like BBB to help me to get them to stop charging me fees. I will clearly never use their website to make payments but this is just simply an unethical situation they've created due to being a poorly organized company.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I began the process of refinancing a 3-unit residential building I own in March of 2022. I am currently still in the process and have received an appraisal that is $64k-$104k under current market value (this is another complaint I will likely be filing against the appraisal company). Due to their inability to find an appraiser who charges market cost ($700-900 in my area vs. $1200-1400 their appraisers charge), and them dragging this process along, I have had to lock in my rate multiple times, costing me thousands more. The initial quote I was given was approximately $2500 in points, I have since gone up to over $8000 in points and it looks like that will continue to climb. This is all due the the company not getting things done in a timely manner. I believe they have done this purposefully in order to drive up the amount they can charge me and is predatory lending.

  Business response

  07/21/2022

  We are working directly with the customer to resolve.

  Customer response

  07/28/2022

  I am rejecting this response because: the business has not yet provided me with a new rate.
  

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I applied and was preapproved for a mortgage with American Pacific Mortgage group in March or 2022. They provided misinformation advising that my ******* money was never and would never be in jeopardy as long as they issue a denial letter. We scheduled closing more than 4 times and completed 6 amendments with the sellers keeping the home off the market for over two months. We terminated the contract as of 5/15/2022 due to their underwriting issues and the seller not being willing to wait any longer. At which time the mortgage company advises that I will not get any of my money back even though the denial was no fault of my own. I requested to pull out of the contract several times through the process due to their underwriters getting upset with me for contacting their offices. They knew I am a first time home buyer. I wasn't aware I am not allowed to contact their office. Instead of telling me they decided to punish me by drawing out the process. There is no reason it should take them over two months to underwrite a loan when are being provided all requested documents in real time. The broker later advised my realestate agent that the initial loan officer was taken off the loan processing due to him accidentally leaking the underwriters information and the underwriters decided to "punish" me this way and probably in causing me to lose the home I was under contract for also. This was a nightmare of an experience for a first time home buyer. I attached the communication between myself and the broker as proof of my complaint.

  Business response

  06/17/2022

  Responded to consumer directly. 

  Customer response

  06/21/2022

  I am rejecting this response because: I have not received any correspondence from this company not by phone not by mail none of any sort
  

  Business response

  06/22/2022

  Response to consumer was sent via e-mail to the e-mail address on file and provided in complaint on 6/17/22 and today 6/22/22.

  Customer response

  06/23/2022

  I am rejecting this response because:the information in the response is not factual and disregards the fact that their broker explicitly advised me on several occasions that my ******* money was not in jeopardy. Please see attached messages for reference. If they are not willing to take responsibility for their employees errors well just have to escalate the matter. When I shared this information with his superior all he said was wow. This cannot be how they are expected to do business
  

  Business response

  07/01/2022

  Response has been provided to consumer directly. 

  Customer response

  07/01/2022

  I am rejecting this response because: this does not address the core of the issue. However inaccurate yes explanation of what transpired your broker verbally advised me and confirmed through text message that my ******* money would never be in danger. He advised me that if he or mortgage company were not able to get it approved or get to closing all that was required was a denial letter and my ******* money would be returned rather we were inside of the due diligence Or not this is what he told me this is what I expected I have lost over $4000 in this transaction. We can resolve it here amicably  or we can resolve it in a legal setting which is going to cost more money which ever is fine I just need to show that I attempted to settle this matter prior to litigation. 
  

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  My original mortgage was with American Pacific Mortgage. They sold my loan to another company. I was supposed to get an escrow refund. I have contacted the company multiple times since January 2022 in regards to this issue. Initially I was told they had sent the refund to an address in another state. I clarified the proper address in one of my phone calls. I have still not received my escrow refund check.

  Business response

  05/19/2022

  We have worked directly with the consumer to respond to this complaint. 

  Customer response

  05/19/2022

  I am rejecting this response because:

  This problem has not been solved.  I have been working to get it resolved since January 2022.  American Pacific used a 3rd party to handle certain parts of their mortgages.  They know this company has caused issues for others, but do not take responsibility for the issues their customers are experiencing. 

• Initial Complaint

  05/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In February 2022 American pacific mortgage switched payment collection providers to Service macSince then. They have refused to accept my mortgage payment, going on 3 monthsWrongfully reported me 180 days late. Tell me they have escalated my problem every week to higher management, and nothing happens. They wrongfully damaged my credit by 120 points. And are sending me foreclosure letters. I have been making my payments on time and never late. Since they switched. The new company service mac has destroyed my credit and sends me Foreclosure letters. I need someone to help me resolve this. They have not been able to fix accepting monthly mortgage payments from me And Im tired of the lip service and run around. I need immediate resolve

  Business response

  05/31/2022

  **************** worked directly with our ******************** and Servicer to resolve this complaint. I was advised this morning that this complaint is resolved.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩