Complaint and request for reimbursement from U.S. Bank Home Mortgage.
My husband, Richard and I paid U.S. Bank Home Mortgage $416.00 for an appraisal we never received.
Summary of incident:
My husband, Richard and I wrote a check for $1000.00 in earnest money to 1st Financial Title to buy a property located in Mountain View Estates, Casa Grande, AZ. 85239.
We contacted U.S. Bank Home Mortgage to apply for a loan package for the property and Palm Harbor home package. Ms. Brenda Temerowski, mortgage consultant was assigned responsibility for our loan. There were multiple delays and errors with the transactions that were conducted by Ms. Brenda Temerowski which forced us to request an extension from the sellers on more than one occasion. As a result of these and other errors we contacted Ms. Temerowski and ended the contract.
On November 7 we met with Cascade Financial Services to apply for a new loan. We contacted U.S. Bank and requested a copy of the appraisal for use with our new loan to expedite closure on our loan. During review of the appraisal there were multiple deficiencies identified and the appraisal was deemed unacceptable for submission to the underwriter. Cascade contacted the sellers to set up an appointment to conduct a new appraisal. The sellers stated that they were frustrated and would not allow the needed extension to accommodate the new appraisal. The contract ended.
I contacted the U.S. Bank Ethics Board to inquire about reimbursement from U.S. Bank for the appraisal that never took place for the property that we were trying to purchase and for the lost funds that resulted from the errors and delays on the part of the Bank. The U.S. Bank Ethics Board directed my request to John Edwards, Regional Manager V.P. For resolution.
I had dealt with Mr. Edwards by phone on more than one occasion during the time all of the above noted issues were going on. During our phone conversations Mr. Edwards, acted in a manner that I considered unprofessional and unacceptable for his level of responsibility. On one occasion Mr. Edwards had just finished a phone conversation with Donna Graham from 1st Financial. According to Mr. Edwards Donna had threatened him with the statement that the owners would end the contract if U.S. Bank did not expedite the U.S. Bank portion of the contract.
Mr. Edwards informed me, in a raised tone of voice that Donna needed to quit making false threats. Mr. Edwards also informed me that the activities that they were responsible for would be completed as soon as possible.
When Mr. Edwards received my request for reimbursement from the U.S. Bank Ethics Board he called me however I was not available at the time. He then responded to my request via email and immediately refused to reimburse any costs stating that my husband and I were not entitled to a refund. I responded to Mr. Edwards and urged him to please review the appraisal that we paid for and technically did not receive since the appraisal was not performed on the correct parcel.
Mr. Edwards responded back with the claim that the appraisal had been corrected as required prior to the scheduled closure date. He also stated that it was our choice to end the contract with U.S. Bank and use the services of Cascade therefore we were not entitled to any refund. He ended the email stating that he did not expect me to understand how the mortgage process works since I lacked knowledge of the mortgage business processes.
My husband and I have retained records of all transactions including a copy of the appraisal that was faxed to me by Gloria Stapelman a processor at U.S. Bank. If the appraisal was corrected as Mr. Edwards claims then why didn't the Bank fax the corrected version since this would be the appraisal that we paid for.
Mr. Edwards has made it clear to me that his final decision is that we are not entitled to reimbursement for any lost funds.
My husband and I do not agree with this decision. I have provided detail of the amount of money that was paid to each organization which is also the amount of money that my husband and I are requesting as reimbursement.
Thank you for your time. If you have any questions or would like copies of any of the transactions listed above please contact me.
Regards,
Karen
Maricopa, Arizona
U.S.A.
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