I applied for a refinance under the Harp 2.0 program with Sun State in February. After the application process and submission of all documentation requested, I was led on for 9 months that I would be refinanced at a rate of 4.25% which they would never officially lock in. During the next 9 months I dealt with at least 6 different people who almost never returned my phone calls or emails. Velma, the loan officer I started the process with in April would barely ever return phone calls and emails claiming she never received them. I have phone records and email records that prove she did. She deleted emails without reading them. I have copies of return receipts of emails that prove this.in July she told me my refi would be done that month. It never happened. The next month I called the owner, Mike Metz to voice my concerns about Velma. He told me I was rated a "D" with Fannie Mae and that's why my refinance was taking so long. He told me she needed additional information (now they wanted child support info) and she would be in contact with me as to what exactly was needed. She never contacted me and when I called Mike Metz back again to complain that because of her disconcern we had lost 2 weeks he told me it was ok because I could not loose my place in the que. He assigned another loan processor to me who I could only contact by email (I'm thinking now, I was still dealing with Velma). I was told she was too busy to speak to me in person. Also at this time, Mike called and left me a voicemail which I still have saying that my rating changed from a "D" to an "A" (all of a sudden, really?) and that "I was so close" and should close soon. I then received an email from the new loan processor, Krysti, saying my refinance would be complete in August. When that didn't happen I was told it would happen the following month. Then 2 weeks later I received an email from ANOTHER completely different person telling me "Great News! Your refi will happen soon!" and that I needed to get "additional information to them so I don't loose my place in the que". (Remember Mike said that I could not loose my place in the que).. This new person actually included his phone number in his email and when I called him and told him that if I did not have a closing date by the following week I was taking my business elsewhere, he promised to call me the following day. He never called me. I called the office a few days later and was told that he and the prior loan processor, Krysti were no longer with the company. I was so fed up that I requested that they call me when my file was ready to be picked up because I was done with them. No one called me back. I called and emailed several time and no one called me back so I just showed up. My file was not ready and I had to wait for them to make copies.in the documentation they gave me all that was included was everything I had submitted to them, which I already had copies of. No documentation on the new rate and new payment info, no credit report information, nothing but my W-2s, bank statements, check stubs etc. The most important thing was that I paid $200 for a Property Valuation Report that was not included and when my agent called requesting it they would not return his calls. Believe it or not this is an abbreviated version of everything that has happened during the last 9 months. I dealt with 6 different people who would NEVER call me back when they stated they would. I have all email documentation including return receipts of emails I sent that were deleted "unread". This company is unethical and I believe they are all about getting a ton of people in the loan process, telling them what they want to hear to keep them on the hook and closing as many deals as they can, not caring about the anguish they cause the ones they are stringing along. I have since found another mortgage company that immediately locked me in at 3.87% where Sunstate told me they would (but never did) lock me in at 4.25%. My new mortgage broker also said companies like this one are unethical and ripping homeowners off by not offering the best rate and options.
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