HSBC Mortgage Complaint

HSBC Mortgage department,

Home equity loan or line of credit Application, originator, mortgage broker Utah

I 'm attempting to refinance my mortgage to pay off my first mortgage with - - and a Home Equity Loan with HSBC that I 've had for more than nine years. My broker has submitted - different requests via fax to HSBC for pay-off, verification of mortgage and transaction history, starting on - -, 2015, and as of - -, 2015, we have not received the necessary documentation from HSBC for the underwriter to approve the loan. HSBC has not been responsive to me or my broker with the request for information about my loan with them. After more than one month of trying to get this information, I just talked - - -/-/2015 at - - - at HSBC and she is telling me they are still researching. Her answer to my question of how long does it usually take to respond to these type of requests. " She said it normally took 30 days and it was pointed out that it had been more than 30 days. We have urged that this a time sensitive issue as we had planned a closing on the new loan within a month of the application, but it 's been more than a month since the original request for information went into HSBC and still getting the same answer that I received on my previous call to HSBC on -/-/15. The time frame indicated by the HSBC representative today and how long it has taken to respond to consumer 's needs is unacceptable.