Filo Mortgage, L.L.C. CFPB Complaints

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2000 Latest Complaints
Date Received Timely Response Product Issue State / Zip Submitted Via Tags
03/24/2021 Yes
  • Mortgage
  • Conventional home mortgage
  • Closing on a mortgage
  • VA
  • 22031
Web
On XX/XX/XXXX, I first reached out to XXXX XXXX ( Loan consultant, NMLS # XXXX ) to inquire about the process and rates for refinancing my mortgage. After conducting my due diligence and shopping for rates, I decided to apply and submitted requested documentation for my rate lock with Filo Mortgage LLC ( NMLS ID # XXXX ) on XX/XX/XXXX. On XX/XX/XXXX, I was sent initial disclosures and a list of additional documentation required. I submitted the additional documentation on XX/XX/XXXX ( same day ) and signed disclosures on XX/XX/XXXX. I followed up with XXXX on XX/XX/XXXX and confirmed no additional information was required. XXXX informed me that the loan would be submitted to underwriting today ( XX/XX/XXXX ) and initial approval should be received within 48 hours. On XX/XX/XXXX, I was introduced to XXXX To from the processing team ( NMLS ID # XXXX ). XXXX asked me for additional documentation and a signature on borrower authorization. I provided all additional documentation and signatures within 48 hours on XX/XX/XXXX. I did not hear back from XXXX and followed up on XX/XX/XXXX to see if any additional information was needed. On XX/XX/XXXX, he requested a point of contact for my XXXX which I provided within 5 minutes. The following few days, there was some back and forth with XXXX regarding contacting my HOA. I followed up with XXXX on XX/XX/XXXX no rpely. I followed up again on XX/XX/XXXX and he replied and confirmed that documents were ordered by the team on XX/XX/XXXX I thanked him for his response. On XX/XX/XXXX, I followed up for an update and received a response that documents were received and uploaded to underwriting for review I thanked XXXX for the update. On XX/XX/XXXX, I received a Loan Estimate from XXXX XXXX XXXX XXXX ( attached ) that noted the interest rate ( 2.75 % ), cash to close ( {$3200.00} ) and total closing costs ( {$4700.00} ). I signed the document and returned it within 24 hours on XX/XX/XXXX. This is the last formal communication that I received from XXXX XXXX XXXX XXXX or Filo Mortgage. On XX/XX/XXXX, I followed up with XXXX for an update no reply. On XX/XX/XXXX, I followed up with XXXX for an update no reply. On XX/XX/XXXX, I followed up with XXXX and CCd others from the organization. XXXX replied I am having my team lead escalate a review from underwriting for the condo documents. This shouldve been done last week. I do apologize for the delay. I did not hear back for several days. On XX/XX/XXXX, I followed up with XXXX and the team for an update no reply. On XX/XX/XXXX, I followed up with XXXX and the team for an update and expressed my frustration for not receiving a status update and copied the COO of Filo Mortgage, XXXX XXXX ( NMLS # XXXX ). XXXX responded and asked XXXX to reply to me. On XX/XX/XXXX, I received an update from XXXX that he was working on getting my loan relocked and that we should be cleared with underwriting. He asked me for updated paystubs. I responded within 15 minutes with the requested documentation attached, and asked for an update on timeline, what steps and remaining, and why it was taking so long to close no response. On XX/XX/XXXX, I followed up with XXXX and team for an update no reply. On XX/XX/XXXX, I followed up with XXXX and team for an update. I did not hear back from XXXX, but received a response from XXXX who noted he was having internet outages and was unable to access my loan. He said he would contact me ASAP. After not hearing back, I escalated the issue to XXXX XXXX ( Director of Customer Experience, NMLS ID # XXXX ) She said she would follow up to help me receive a response and status update on my loan. After not hearing back again, I sent XXXX a follow up email on XX/XX/XXXX. He replied that he finally had his internet back and asked if we could speak over the phone. I called XXXX on XX/XX/XXXX. During this call, I was informed that the terms originally agreed upon for the refinance could not be honored due to fault of Filo Mortgage and an inability to address issues with underwriting in a timely manner, which ultimately lead to a rate lock expiration. XXXX explained to me that the first underwriter he approached requested additional documentation. He noted that Filo Mortgage deemed it unfair to ask me for additional documentation, and thus I was not informed of the issue and the company made a decision to work with a second underwriter without informing me. While XXXX and team were working with the second underwriter, the timing for the rate lock extension expired. We also recapped that during this 2 month process, I reached out to the team several times to ask for the status of my loan, confirm if anything additional was needed from me, or if there was anything I could do on my end to help. XXXX agreed that during the process, I never received noticed a notice of action, mortgage commitment or denial, change of circumstance, or was informed of any issues with my loan. He apologies and accepted responsibility, mentioning the company dropped the ball. In response, I explained my frustration and refused to pay the additional amount given that the fault for delays was not mine. I requested the issue be escalated for resolution and that concession be provided so that the original terms would be honored. XXXX agreed to escalate the issue directly to his CEO. I did not hear back. On XX/XX/XXXX, I received Closing Disclosures via email without any email/phone call/explanation to follow up on our escalation conversation. The documents included the rate ( 2.75 % ), closing costs ( {$13000.00} XXXX, and cash to close ( {$17000.00} ). Thrown off that these numbers were further different from my conversation with XXXX, I emailed him to document our email phone conversation and ask for context surrounding the closing disclosure I received via email. On XX/XX/XXXX, XXXX responded that the disclosures were wrongfully sent as a compliance function, were incorrect, and should be disregarded. I thanked him for his response and reminded him that I was awaiting an update on the escalation of my loan. On XX/XX/XXXX, I received an email from XXXX To that my loan was ready for closing. He requested 2 months of bank statements to evidencing sufficient funds estimated at {$14000.00} yet again a new number. I replied to question the nature of the request and the number. No reply from XXXX. On XX/XX/XXXX, I received a reply from XXXX asking if I was available for a phone call. I replied that I had a busy day and would rather communicate via email. 8 hours and 2 follow up email later, I received an email from XXXX that the XXXX pledged he will be able to offer a concession totaling .75 % of the loan XXXX {$3900.00} towards closing cost ). He outlined that my new estimated closing costs were {$9200.00} yet a new number without paperwork or disclosures to back it up. On XX/XX/XXXX XXXX yesterday ), I replied to XXXX email to express my frustration and confusion with the various numbers and sources for information. I also articulated my original request to see a concession made in full to honor the terms of our original agreement on the basis that Filo Mortgage took responsibility for the delays leading to rate lock expiration. I called XXXX later that day to communicate the same. He apologized and informed me that the decision is above his pay-grade and if it were up to him, he would provide the full concession and work towards closing. I am filing this complaint after that conversation on the basis that Filo Mortgage did not appropriately communicate with me throughout the process of applying and closing on my refinance. I was not made aware of any issues with my loan, delays, or changes of circumstance that would cause my loan not to close on time. Furthermore, I have not received any notice of actions including a mortgage commitment, conditional approval, or denial in the over 90 days since when I completed my application. To date, I do not have an understanding of the changes in cost that Filo Mortgage intends to charge me as a result of their delays. *Please note, I've attached key communications to the complaint but am happy to provide and further materials and full conversation records as needed.
10/26/2021 Yes
  • Mortgage
  • Conventional home mortgage
  • Applying for a mortgage or refinancing an existing mortgage
  • CO
  • 80016
Web
On XXXX XXXX, my mortgage refinance rate 2.625 % locked by XXXX XXXX, Senior Loan Officer ( NMLS # XXXX ) FILO MORTGAGE, LLC ( NMLS ID # XXXX ), XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, PA XXXX ). I submitted all documents as they asked me to submit in first week of XXXX. Since then, I have been asking them to complete the process and do the refinancing closing. At that time, I had multiple offer of refinancing my mortgage in 2.625 %. But after 3 months, today they said my locked rate expired on XXXX XXXX and they asked me to lock higher rate. But, all the process has been completed after XX/XX/XXXX and they also told me my refinance loan is cleared to closing on XXXX XXXX. If it was expired, why they did all analysis and other processing after XX/XX/XXXX without informing me? They informed me that it is taking longer time than usual because someone made mistake on address. Despite of my regular communication, they always made excuse to extend the time. They were saying my refinance loan was clear to do closing on XX/XX/XXXX and today they wanted me to higher rate. They said my rate was expired on XXXX XXXX. If interest rate was locked on XXXX XXXX, How come Senior Loan Officer XXXX XXXX, sent me email on XXXX XXXX as below : On XX/XX/XXXX, at XXXXXXXX XXXX, XXXX XXXX XXXX wrote : Hello XXXX, XXXX XXXX is finishing up getting everything corrected on the new loan. You should see a new disclosure sometime this weekend or early next week. XXXX XXXX XXXX XXXX XXXX XXXX | NMLS # XXXX FILO MORTGAGE, LLC | NMLS ID # XXXX a XXXX XXXX XXXXXXXX XXXX , XXXX XXXX, XXXX XXXX , PA XXXX i XXXX d XXXX XXXX XXXX If locked rate was expired on XXXX, how come Production Director, XXXX XXXX could sent below email to me on XX/XX/XXXX : On XX/XX/XXXX, at XXXXXXXX XXXX, XXXX XXXX XXXX wrote : Hello XXXX, You loan is cleared for closing. Thanks. XXXX XXXX Production Director FILO MORTGAGE, LLC | NMLS ID # XXXX a XXXX XXXX XXXX XXXX, XXXX XXXX | XXXX XXXX PA XXXX XXXX XXXXXXXX XXXX XXXX =========================================================== But today ( XX/XX/XXXX ), XXXX sent me email and saying need to relock the rate as per today 's rate which is 2.99 %. She mentioned that, my locked rate was expired on XX/XX/XXXX. Please see her email below : -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Tue, XX/XX/XXXX at XXXX XXXX Subject : Re : Closing Cost To : XXXX XXXX Cc : XXXX XXXX XXXX Hello XXXX, To finalize your loan, we will need to relock your rate. As you know, your rate expired on XX/XX/XXXX, so the lender needs the loan to be relocked based on today 's rates to close the loan. The best rate today is a 2.99 % with {$1700.00} in lender credits ( {$2100.00} monthly payment ) or if you want to keep the 2.625 %, it will cost an additional {$8100.00} in points. Please let us know how you would like to proceed. XXXX XXXX Senior Loan Officer | NMLS # XXXX FILO MORTGAGE, LLC | NMLS ID # XXXX a XXXX XXXX XXXX XXXX, XXXX XXXX, XXXXXXXX XXXX, PA XXXX XXXX XXXX XXXX XXXX XXXX XXXX Low Rate Guarantee IF YOU HAVE ANY CONCERNS OR NEED ADDITIONAL ASSISTANCE, PLEASE REACH OUT TO OUR ESCALATIONS DEPARTMENT AT XXXX They extended time until mortgage interest rate remain low. Now Mortgage refinance rate is high and they want me to lock the new higher rate and also want me to pay for interest buy down. In XXXX XXXX, interest rate for mortgage refinancing was low. I had multiple offer at that time with low interest rate. Filo Mortgage LLC locked my refinancing interest in 2.625 and I did not have option to shop around because they ran my credit score and if I go to other lender my credit would be impacted. Now, Because of Filo Mortgage LLC ( Because of Senior Loan Officer XXXX XXXX and Production Director, XXXX XXXX, Filo Mortgage Company ), I lost my mrtgage refinancing in low interest rate ( 2.625 % ). Their this action will cost me {$50000.00} over thirty year period to pay my current mortgage {$500000.00}.
09/16/2022 Yes
  • Mortgage
  • Conventional home mortgage
  • Closing on a mortgage
  • WA
  • 98664
Web
I applied for a 30 year conventional loan with Filo Mortgage. I was approved after signing all the documents and giving them all what they demanded. As part of the application, I asked for and was given a rate lock form, which both ( loan officer ( XXXX ) and I both signed ). This is a XXXX XXXX XXXX mortgage interest rate lock agreement form. I locked in the rate XXXX with the option to float down for free if the rates drop. This was essential to the whole process. We signed the rate lock form on XX/XX/2022 My closing date for the loan is on XX/XX/2022. On XX/XX/2022, XXXX asked me to call him in the morning which I did. He told me he " forgot '' to lock in the interest rate even though we signed an agreement form to this effect. He felt bad about it and offered to send me a personal check each month for the difference in what the closing rate will be when compared to the XXXX that we locked in. I asked him to provide this in writing but he said he couldn't since this was a personal thing he was doing to make up for his mistake. At the same time, he told me I could pay for points to get to the XXXX. I then asked him to instead make that payment to get me to the XXXX since there's no guarantee he will continue to send that personal check after we close the loan. If he wins the lottery after we close the loan, leaves Filo Mortgage LLC and decides not to send me a check, there's nothing I can do about it. He also offered to enroll me in a Filo program which will pay for all fees for me to refinance when the rates go down. He called it Filo forever or so. The lender doesn't trust me when I applied for the loan. They had to get a credit report on me, plus reach out to my HR to verify my pay and a whole lot of checks. Yet, XXXX wanted me to believe he will send me a monthly check to cover the difference without any contract to this effect. It might be genuine but without legal backing, it's unenforceable. I've reached out the Loan processing officer ( XXXX XXXX, via email and a phone call ), to the CEO of Filo Mortgage via XXXX XXXX. I haven't heard back from them. I let my realtor know what is going on. Apparently the seller or my realtor had reached out to XXXX to make sure all was good to close on XX/XX/2022 to which he said it was. To get this sudden surprise on XX/XX/2022 wasn't good. It's almost as if the plan was never to honor the rate lock agreement. I stand to loose my earnest money and all if this process fails. I will appreciate it if CFPB can reach out to Filo Mortgage to right this wrong.
03/31/2021 Yes
  • Mortgage
  • Conventional home mortgage
  • Closing on a mortgage
  • AZ
  • 85021
Web
Loan costs for townhomes are lower than loan costs for condos. I am writing this complaint because my lender knowingly provided a Loan Estimate based on artificially low townhome loan costs to entice an Intent to Proceed, then increased them to condo loan costs only after I had already paid a non-refundable fee. I applied for a cash out refinance loan through XXXX XXXX ( a broker, but hereinafter referred to as " Lender '' for the purposes of disclosures ) for my primary residence, which was a condominium in Arizona. The Lender delivered a Loan Estimate, and based on that Loan Estimate, I gave the Lender an Intent to Proceed. After conditional loan approval, the Lender delivered a Closing Disclosure with loan costs that were the same as those in the Loan Estimate. The disclosure of a Condo Certification fee confirmed in my mind that pricing was based on the property being a condominium. But after the appraisal, the Lender delivered a revised Closing Disclosure that increased loan costs by more than {$2000.00} by reversing lender credits and adding points. By this time, I had already paid a non-refundable {$500.00} fee. When I asked why loan costs increased, the Lender admitted to having deliberately disclosed lower townhome loan costs in the Loan Estimate while I was still shopping for a loan, then later increasing to the higher condo loan costs after I had paid a non-refundable fee. I told the Lender I was unaware that the loan costs were based on townhome pricing and could increase, but the Lender still did not reverse the additional costs. The loan costs disclosed in the Lenders Loan Estimate were not in good faith, and the Lenders conduct was unfair, deceptive, and abusive. I did not know, and had no way of knowing, that the loan costs the Lender disclosed were artificially low and that the Lender would increase those costs. By the time the Lender disclosed the higher costs, I had already paid a substantial non-refundable fee. Moreover, because interest rates had increased in the meantime, starting over with a different lender would have been even more costly. If I had known the Lender would have increased costs, then I would have made a different decision. The Lender was not transparent in the Loan Estimate, and I was deceived. ( I am aware of this happening with at least one other lender, so this might be a regrettable industry practice. )
03/10/2021 Yes
  • Mortgage
  • Conventional home mortgage
  • Applying for a mortgage or refinancing an existing mortgage
  • FL
  • 339XX
Web Older American
applied for mortgage from Filo mortgage co in early XX/XX/XXXX, and complied to a myriad of requests for records that were repetitive. I complied for 6 months of a variety of requests that had nothing to do with my mortgage. I wanted to borrow {$250000.00} on a paid in full {$550000.00} home I bought with cash years before. I have a credit score of 800+ and absolutely no bills except daily living expenses. We have a combined retirement monthly payment of $ XXXX month and felt fully qualified to receive a loan easily. That did not happen, we were asked about simple stupid stuff that went on for 6 months culminating in a loan closing on XX/XX/XXXX. The problem is that I received a loan credit of {$1000.00} reducing my closing costs, during my initial application. At closing it was reduced to {$410.00} which is {$600.00} less than the quoted credit. I asked for an explanation and they explained it was due to an extended time limit for loan accepted. Loans in the past for me were loan to value based and we were totally fully covered for the loan amount, but Filo kept asking for address change for a property also fully paid for and in my history. Also I sold a home 35 years earlier that continued to have my name on the deed with the person who purchased the home. I can prove what I own but how do you prove you dont own it? There were so many crazy requests asked of us even though we did provide the extensive responses from agencies, and communities and court houses etc that we begged for an answer if we were going to get the loan. I had to do the calling to them to see what they now needed. It was frustrating and I called the home office, her supervisor everyone I could to get this off dead center. Filo mortgage is totally incompetent with an office full of inexperienced flunkies. I should not be penalized for {$600.00} that they caused. My loan to value is substancial in my favor, and despite this Filo staff kept asking for more including a family spat between father and daughter that had no basis in the courts but somehow Filo needed an explanation before approving the loan. They ARE A TOTAL JOKE AND i PLAN TO CALL THE XXXX XXXX XXXX to prevent this happening to others. Please help I deserve to not be penalized for there incompetence
03/29/2022 Yes
  • Mortgage
  • Conventional home mortgage
  • Improper use of your report
  • Reporting company used your report improperly
  • FL
  • 33570
Web Older American, Servicemember
On XXXX XX/XX/2022, I started the home refinance process with FILO Mortgage. Seventy-five e-mails from XXXX through XX/XX/2022, with FILO mortgage XXXX All e-mails had the same message this loan application is progressing it is approved while at the same time asking for numerous repeat information and documents previously provided. On XX/XX/2022, I was notified by FILO Mortgage it had requested a new credit report a second report from the initial credit report obtained with the start of the process. This was conducted without my approval ( a clear violation of the fair credit and reporting act ). The results of that report indicated a change from the first request and based on that unauthorized report, On XX/XX/2022, I was notified that the loan application was being cancelled, FILO mortgage was cancelling my loan application based on the unauthorized credit request. I am in the process of filing a complaint with the Consumer Financial Protection Bureau and the Federal Trade Commission and will work with the XXXX XXXX XXXX. The whole two-month experience with FILO mortgage has left me with one conclusion. In my judgement, Filo Mortgage is a company that one should be very leery about doing business with. In my view they clearly have poor case file management and unqualified individuals working the refinancing process.
09/16/2020 Yes
  • Mortgage
  • Conventional home mortgage
  • Applying for a mortgage or refinancing an existing mortgage
  • AZ
  • 85224
Web
XX/XX/20 - Initial Contact with XXXX of Filo Mortgage asking for a quote XX/XX/20 - Underwriting, this step took ages with a lack of response from XXXX Mortgage on multiple occassions XX/XX/20 - Closing begins, Filo sends documents with incorrect closing fees and takes a few days to fix the issue. XX/XX/20 - XXXX XXXX signed in AZ, Filo to coordinate signing with title company and XXXX XXXX in CA ; XXXX wires closing costs from XXXX account to XXXX ( title company ) which posts the next day XX/XX/20 - Filo reschedules, multiple contacts from XXXX asking about rescheduling with no response XX/XX/20 - Closing coordinator reaches out to XXXX and says title is having issues and won't be able to move forward ; advises to reach out to XXXX for more information XX/XX/20 - XXXX reaches out to XXXX, no response XX/XX/20 - XXXX reaches out to XXXX, no response XX/XX/20 - XXXX XXXX XXXX at XXXX. XXXX places XXXX on hold and tries for XXXX. Rep advises XXXX is with another customer and will contact XXXX tomorrow. XX/XX/20 - No contact XX/XX/20 - XXXX calls Filo at XXXX. XXXX places XXXX on hold and transfers to someone named XXXX which goes straight to voicemail.
10/11/2023 Yes
  • Mortgage
  • Conventional home mortgage
  • Closing on a mortgage
  • Closing disclosure or other related disclosures
  • IL
  • XXXXX
Web
I was processing a loan with FILO MORTGAGE. I had a preapproval with Filo and I have locked my rate. Lock Date was XX/XX/2023 with Expiration of XX/XX/2023 with maximum discount points to be Paid : {$1000.00}. During underwriting process this company was asking me to pay {$2200.00}. So I raised my concern to the loan officer, he agreed my valid concern and he informed his management several times to adjust that fee. Fuinbally he suggested to write an email to the CEO so that it gets solved. I have written an email to their CEO including the proof ( rate lock document ). CEO never replied to my email. To complete the house buying process due to short inventory of the house I was forced to close the loan with their imposed fee. Also Due to their communication issue my attorney charged {$150.00} ( {$650.00} instead of {$500.00} ) more as the underwriter helping lady and loan officer was providing different answers to the attorney which took more time from attorney and I was charged additional {$150.00}.
06/25/2022 Yes
  • Mortgage
  • Conventional home mortgage
  • Applying for a mortgage or refinancing an existing mortgage
  • CA
  • 96003
Web
I was attempting to do a mortgage with filo mortgage, since they offered the lowest interest rate. XXXX was working with me but completely stopped communicating. He wouldn't answer my calls or texts. I eventually called to get a new loan agent to work with me. He at first sounded interested, but then said XXXX 's supervisor said it looked too complicated. They discriminated against me, because we had rental properties, which would be a lot of work for their company. They didn't send a 'not approved, ' they just completely cut me off ... so that they wouldn't have to work with me, since my file was more complicated than someone with a w2 for instance. Btw, we closed with a different company within 60 days, so it was very much doable. I didn't like being cut off ... and discriminated against. I can also pull up call logs and show the refusal to answer.
12/18/2020 Yes
  • Mortgage
  • Conventional home mortgage
  • Applying for a mortgage or refinancing an existing mortgage
  • OR
  • 975XX
Web
on XX/XX/2020 I faxed all requested documents, bank statements, curent loan stetements, property tax and ins. papers, copy of drivers licence, etc. to XXXX XXXX @ Filo Mortage of XXXX Az. XXXX XXXX XXXX. & th floor, XXXX Az. XXXX www.filomortgage.com phone XXXX fax XXXX after she received my personal information, she dissapeared into thin air. she had my phone number blocked and I phoned other avenues connected to her and got nowhere. she could possibly be a I D scammer.her nmls # is XXXX and I D # is XXXX she told me that I was approved for my refi. loan and all I was doing was following her directions. Please look into this.Thank you
12/29/2020 Yes
  • Mortgage
  • Conventional home mortgage
  • Closing on a mortgage
  • VA
  • 20105
Web
I was guranteed in writing a refund for origination fees i.e. {$980.00} within 7-10 days of loan funding by FILO MORTGAGE , L.L.C . ( NMLS # XXXX ). However, they only send me partial refund of {$320.00} claiming there was an error in system and have stopped responding to my emails. I was working directly with FILO 's CEO XXXX XXXX ( NMLS # XXXX ), last I heard from him was XX/XX/2020, my loan was funded on XX/XX/2020. They also ripped me off on the rate, the prevailing rate at the time was 2.125 %, they jacked it up to 2.25 % which increased the payments by {$20.00} amounting to {$3600.00} in extra payments over 15 yrs.
01/07/2021 Yes
  • Mortgage
  • Conventional home mortgage
  • Applying for a mortgage or refinancing an existing mortgage
  • IL
  • 60014
Web
Filo Mortgage ( broker ) is intentionally delaying our closing by asking for last minute documentation. The day before our closing I received an email request for documents, which I promptly provided. They cancelled my closing only a few hours before the scheduled time and did not even contact me directly. The sent an email to inform me that the closing was being rescheduled. I believe they are intentionally trying to run out past my lock date to increase the interest rate on my loan.
03/29/2022 Yes
  • Mortgage
  • Conventional home mortgage
  • Applying for a mortgage or refinancing an existing mortgage
  • NJ
  • 07869
Web
FILO Mortgage NMLS : XXXX not willing to honor pricing shown on XXXX XXXX XXXX and attempting to bait and switch. Showing a note_rate//APR//Fees of 3.99 % //4.003 % // {$390.00} but then via email only offering 4.00 % //4.222 % // {$6300.00} which is a huge difference in price.
12/15/2021 Yes
  • Credit reporting, credit repair services, or other personal consumer reports
  • Credit reporting
  • Improper use of your report
  • Credit inquiries on your report that you don't recognize
  • CT
  • 06611
Web