Capital One Mortgage Complaint

Capital One Mortgage department,

Conventional fixed mortgage Application, originator, mortgage broker Kentucky

I called a bank to get information about rates and policies after an offer was accepted on a home that my wife and I were looking at. I liked the rates and costs that were presented to me by the loan officer, but however I was not ready to commit because my home inspection had not yet taken place. The loan officer then offered to get the loan process started and get my rate locked in with the condition that I would be able to cancel without charge if something turned up in the inspection. I agreed and got the process started. The condition that I would not be charged a fee if I canceled due to inspection issues was repeated to me on a recorded line. Our inspection took place a few days later and it turned up major issues such as a bad roof on the house and detached garage, high radon levels, old galvanized plumbing, water damage, and possible foundation issues. After a few days of negotiating with the sellers, we walked away from the deal because we were not able to come to a resolution. I called the bank to cancel the loan. I spoke with


cleared up. A week later I saw a $450.00 charge on my credit card by the bank. I called the loan officer back and he said he would escalate the issue to management. I emailed him another copy of the inspection as he requested and waited for the charge to be refunded. However, after 10 days no refund showed up. I called the loan officer back and left a voicemail. After a couple days of no response, I called the bank 's general number and requested to be transferred to a manager. I was finally able to speak to a manager who said he would look into things and would try to get the charge removed. He also stated that he would call me back the next day. However, I did not hear back from him, and still have not heard from him at all 1 week later. I called the loan officer again after not hearing from the manager. I managed to reach the loan officer. He said he thought it was taken care of and was surprised that the charge was n't cleared up. He said he would have his manager call me back within the hour. No one ever called. I emailed my loan officer again today with no response. So I am now filing a complaint to get this issue resolved.