Shellpoint Partners, LLC Mortgage Complaint

Shellpoint Partners, LLC Mortgage department,

Conventional fixed mortgage Application, originator, mortgage broker Ohio

Our loan officer, - -, lied to us on two occasions. The first occasion began when my wife and I asked for our rate to be locked at 3.75 %. She responded the next day by saying that our rate was locked as of that day and that we would be receiving a form to sign to that effect. We waited a week before emailing again to inquire about the form as we had not yet received it. She responded that day by saying that our rate was locked but at 3.875 %. She wrote in her email to us that she thought that " we had discussed this. '' Of course, that had not happened. We had no email notification and no phone contact with her. I will apologize and withdraw this complaint if - can provide so much as a phone record stating that she spoke with my wife or I during the week since stating that our rate was locked while referencing a document listing 3.75 as our rate.


On the second occasion that - lied, our realtor was reviewing disclosures a week prior to closing and noticed that some closing costs were being billed to us. Our realtor emailed - ( while cc'ing us ) to ask for an explanation as the understanding was that no closing costs were to be billed. As I saw no response from - to our realtor, we emailed her asking for an answer. - emailed back to say that she had already responded to our realtor in stating that they would be removed just prior to closing. This was a lie and our realtor immediately noticed and wrote her back to say that she had received no such response. When I emailed again ( while cc'ing - 's supervisor ) - responded by rudely stating that it was n't her responsibility to explain things to our realtor - completely ignoring the fact that she had just lied to our realtor, my wife, and I. Further, it was our understanding that we were to have received a final loan disclosure document 10 days prior to closing. We did n't see the final document until we were at the signing. We had to check whether or not - had changed the terms of the loan at the signing. Our experience with - - and - - was extremely unpleasant. We will make sure that everyone we know and who will listen will know about our experience.