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Reviews C2 Financial Corporation

C2 Financial Corporation Reviews (19)

Please withdraw the blow complaintIt has been settled to my satisfaction.Regards, [redacted]

In response to the complaint at issue from Mr [redacted] CFinancial would like to state that it takes any and all complaints very seriously and strives to ensure customer satisfaction on all loans and in all circumstancesUnfortunately this situation has become complicated and at this time we seem unable to completely satisfy this borrowerWe are doing our best, and have a strong track record of satisfied customers, but despite our efforts, at this time we do not have a complete resolutionWe are still working on this matter, but are unsure as to whether or not it will come to an amicable resolutionAt this time CFinancial has refunded all out of pocket costs spent by the borrower to obtain the loan originally referenced (this includes appraisal and credit fees), therefore the borrower has been made whole with regards to their costs and expenses in trying to obtain a loanThis check was received by the borrower on 11/12/15.Mr [redacted] additionally asked us to have his contact and personal information removed from any and all vendors used in his transactionCFinancial has contacted everyone they used, requested this be done and has received confirmation from all three sources that the personal information was removed or has been securely maintained when required by state and federal regulationsMr [redacted] has been provided with the emails received showing proof of this, to the best of our abilitiesMr [redacted] would like us to have the credit reporting agencies remove the inquiries with regards to the loanAt this time CFinancial is working on this, but we were informed that while we can request it, it may not be something the are able to doThe requests were made with the permission of the borrower in his attempt to obtain a loan and while his credit score has dropped by about points due to the inquiries, they were inquiries made at his request for financingWe understand Mr [redacted] is not happy that he felt he had to make an additional inquiry, but this inquiry was made at his request, not falselyThe above being said, we are seeing what can be done, but this is not a quick process or an easy process, so we are working on it but do not know if we can or will be successfulWith regards to Mr [redacted] 's request for an explanation on why the fees he was quoted increased, we have reviewed the file, reviewed the communications we have access to and we have been unable to find evidence of this increase in feesThe loan documentation seems to show that the costs of the loan actually decreased, but the loan amount did have to increase by a small amount due to an unforeseen requirement of [redacted] ***, the original lender on the FHA loan, requiring that the last payment have cleared or be included in closing costs and would be refunded after closeOur post QC specialist reviewed this file and attempted to explain all of this to Mr [redacted] but he would not accept this as he is basing his argument on emails, of which are not binding and are estimates, the loan documents are what bind the borrower and there was never any documentation that shows costs to be at $15,We agree with Mr [redacted] that the loan originator did a poor job of communicating, but the loan documents are what are to be relied uponAdditionally, we did our best to show him that the costs did not, in fact, increase and that is all we can doAs stated, the loan documentation shows that the costs of the original loan, per the GFE provided, state total closing costs at $7,for a loan amount of $409,The final GFE after the change of circumstance due to lender conditions has the total closing costs at $with a loan amount at $414,Once the company provided all of the above information, Mr [redacted] then requested further compensation based on a loan application from AprilHe had mentioned that he had a prior issue and was not happy about the loan not being locked, but in the original communications he did not request compensation on this, additionally, it was not mentioned in the original Revdex.com complaintWhile we are investigating this, at this point we know that he has no out of pocket costs with regards to this loan, the loan officer covered the cost of credit and an appraisal was not ordered at the time the loan was withdrawnIf he had had out of pocket costs, the company would have refunded themFrom what we know at this time, the application was received by Mr [redacted] on April 20th, the disclosure package was sent out on April 23rd and the signed application and disclosures were received back from Mr [redacted] on April 28thHe was informed that the rate would not be locked until the complete, signed packaged was receivedThat being said the terms with regards to the loan may have caused confusion as Mr [redacted] referred to an email in which he was told the rate was "fixed" where in fact the loan originator was referring to the type of loan, a fixed rate loan versus an adjustable rate loan, and not referencing the status of the lock The lock was floating, and we are looking into why it could not have been locked beforeBut when the loan originator went to lock the loan, the rates had increased from to 3%, the borrower chose not to move forward at that rateAt that time a compliant was not received by corporate, one was not filed with the Revdex.com and we, at the corporate office, were unaware there was a problemAdditionally, the borrower then chose to use the loan originator again to do his loan a few months later, of which is not the behavior of someone who is upset with the actions of a company/personThat being said, management is reviewing,awaiting responses on follow up questions and may choose to make an offer to resolve this matterThey also may not due to the fact that this was not brought to their attention at the time of occurrence when they may have been able to do something to assistWith regards to the loan originator, the company has a three strike policy for most occurrences, and we have assigned him two for these two instancesHe has been counseled on communication and has been required to attend trainingAs said in the beginning, the company takes borrower complaints very seriouslyWe have a very good track record of resolving complaints with borrowers, but this may be a circumstance where we are unable to do anything that will fully satisfy Mr [redacted] We apologize for this, we have made him whole with regards to out of pocket expenses and we have tried to meet his demands with regards to other aspects of this matterWe are doing our very best, but unfortunately it may not be enoughWe are continuing to spend time and effort on this and will do what we canThank you, [redacted] for CFinancial Corporation

Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below I still have significant expenses that have resulted from the lack of professionalism of the companyJust to get the company to address this issue took several weeks and many e-mailsDealing with this company is very frustratingAlthough they claim that they take these complaints very seriously, their actions actually show the complete oppositeThey have responded on MANY occasions with incomplete and incorrect informationUnfortunately, this was the consistent practice of their General Manager ( [redacted] ***)With this sort of leadership it is not surprising that their staff/agents also have the same practices.? I have had to do the majority of the work to get the details to them for these issues - usually after they have made completely incorrect claimsAlso, I do not see any reference to why their Loan Officer regularly asked us to sign legal documents that were incorrect with the assertion that "we would fix them up later"The e-mail advising the terms/costs of the Loan may not be a "legal document" but it was the basis of the agreement - to them try and "hide" behind a claim that it is not a "legal document" seems to be highly unethicalIt also appears that they cannot get the information they need from their own Loan Officer - this is why I have had to supply most of itSurely, asking people to commit a crime (sign knowingly incorrect legal documents), withholding/hiding information after it is being investigated and putting incorrect info in the document that the Loan was based on would be strikesWhy would you want to employ someone that used these practices and why would any member of the general public want to deal with a person or company that tolerated and encouraged these practices.There has NOT been any offer to reimburse me for anywhere near the costs I have incurred from this company - they have only reimbursed a small portion of my costs Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I still have significant expenses that have resulted from the lack of professionalism of the companyJust to get the company to address this issue took several weeks and many e-mailsDealing with this company is very frustratingAlthough they claim that they take these complaints very seriously, their actions actually show the complete oppositeThey have responded on MANY occasions with incomplete and incorrect informationUnfortunately, this was the consistent practice of their General Manager (*** ***)With this sort of leadership it is not surprising that their staff/agents also have the same practices. I have had to do the majority of the work to get the details to them for these issues - usually after they have made completely incorrect claimsAlso, I do not see any reference to why their Loan Officer regularly asked us to sign legal documents that were incorrect with the assertion that "we would fix them up later"The e-mail advising the terms/costs of the Loan may not be a "legal document" but it was the basis of the agreement - to them try and "hide" behind a claim that it is not a "legal document" seems to be highly unethicalIt also appears that they cannot get the information they need from their own Loan Officer - this is why I have had to supply most of itSurely, asking people to commit a crime (sign knowingly incorrect legal documents), withholding/hiding information after it is being investigated and putting incorrect info in the document that the Loan was based on would be strikesWhy would you want to employ someone that used these practices and why would any member of the general public want to deal with a person or company that tolerated and encouraged these practices.There has NOT been any offer to reimburse me for anywhere near the costs I have incurred from this company - they have only reimbursed a small portion of my costs
Regards,
*** ***

Please withdraw the blow complaintIt has been settled to my satisfaction.Regards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I still have significant expenses that have resulted from the lack of professionalism of the companyJust to get the company to address this issue took several weeks and many e-mailsDealing with this company is very frustratingAlthough they claim that they take these complaints very seriously, their actions actually show the complete oppositeThey have responded on MANY occasions with incomplete and incorrect informationUnfortunately, this was the consistent practice of their General Manager (*** ***)With this sort of leadership it is not surprising that their staff/agents also have the same practices.
I have had to do the majority of the work to get the details to them for these issues - usually after they have made completely incorrect claimsAlso, I do not see any reference to why their Loan Officer regularly asked us to sign legal documents that were incorrect with the assertion that "we would fix them up later"The e-mail advising the terms/costs of the Loan may not be a "legal document" but it was the basis of the agreement - to them try and "hide" behind a claim that it is not a "legal document" seems to be highly unethicalIt also appears that they cannot get the information they need from their own Loan Officer - this is why I have had to supply most of itSurely, asking people to commit a crime (sign knowingly incorrect legal documents), withholding/hiding information after it is being investigated and putting incorrect info in the document that the Loan was based on would be strikesWhy would you want to employ someone that used these practices and why would any member of the general public want to deal with a person or company that tolerated and encouraged these practicesThere has NOT been any offer to reimburse me for anywhere near the costs I have incurred from this company - they have only reimbursed a small portion of my costs
Regards,
*** ***

In response to the complaint at issue from Mr*** CFinancial would like to state that it takes any and all complaints very seriously and strives to ensure customer satisfaction on all loans and in all circumstancesUnfortunately this situation has become complicated and at this time we seem unable to completely satisfy this borrowerWe are doing our best, and have a strong track record of satisfied customers, but despite our efforts, at this time we do not have a complete resolutionWe are still working on this matter, but are unsure as to whether or not it will come to an amicable resolution.
At this time CFinancial has refunded all out of pocket costs spent by the borrower to obtain the loan originally referenced (this includes appraisal and credit fees), therefore the borrower has been made whole with regards to their costs and expenses in trying to obtain a loanThis check was received by the borrower on 11/12/Mr*** additionally asked us to have his contact and personal information removed from any and all vendors used in his transactionCFinancial has contacted everyone they used, requested this be done and has received confirmation from all three sources that the personal information was removed or has been securely maintained when required by state and federal regulationsMr*** has been provided with the emails received showing proof of this, to the best of our abilities.
Mr*** would like us to have the credit reporting agencies remove the inquiries with regards to the loanAt this time CFinancial is working on this, but we were informed that while we can request it, it may not be something the are able to doThe requests were made with the permission of the borrower in his attempt to obtain a loan and while his credit score has dropped by about points due to the inquiries, they were inquiries made at his request for financingWe understand Mr*** is not happy that he felt he had to make an additional inquiry, but this inquiry was made at his request, not falselyThe above being said, we are seeing what can be done, but this is not a quick process or an easy process, so we are working on it but do not know if we can or will be successful.
With regards to Mr***'s request for an explanation on why the fees he was quoted increased, we have reviewed the file, reviewed the communications we have access to and we have been unable to find evidence of this increase in feesThe loan documentation seems to show that the costs of the loan actually decreased, but the loan amount did have to increase by a small amount due to an unforeseen requirement of *** ***, the original lender on the FHA loan, requiring that the last payment have cleared or be included in closing costs and would be refunded after closeOur post QC specialist reviewed this file and attempted to explain all of this to Mr*** but he would not accept this as he is basing his argument on emails, of which are not binding and are estimates, the loan documents are what bind the borrower and there was never any documentation that shows costs to be at $15,We agree with Mr*** that the loan originator did a poor job of communicating, but the loan documents are what are to be relied uponAdditionally, we did our best to show him that the costs did not, in fact, increase and that is all we can doAs stated, the loan documentation shows that the costs of the original loan, per the GFE provided, state total closing costs at $7,for a loan amount of $409,The final GFE after the change of circumstance due to lender conditions has the total closing costs at $with a loan amount at $414,000.
Once the company provided all of the above information, Mr*** then requested further compensation based on a loan application from AprilHe had mentioned that he had a prior issue and was not happy about the loan not being locked, but in the original communications he did not request compensation on this, additionally, it was not mentioned in the original Revdex.com complaintWhile we are investigating this, at this point we know that he has no out of pocket costs with regards to this loan, the loan officer covered the cost of credit and an appraisal was not ordered at the time the loan was withdrawnIf he had had out of pocket costs, the company would have refunded themFrom what we know at this time, the application was received by Mr*** on April 20th, the disclosure package was sent out on April 23rd and the signed application and disclosures were received back from Mr*** on April 28thHe was informed that the rate would not be locked until the complete, signed packaged was receivedThat being said the terms with regards to the loan may have caused confusion as Mr*** referred to an email in which he was told the rate was "fixed" where in fact the loan originator was referring to the type of loan, a fixed rate loan versus an adjustable rate loan, and not referencing the status of the lock The lock was floating, and we are looking into why it could not have been locked beforeBut when the loan originator went to lock the loan, the rates had increased from to 3%, the borrower chose not to move forward at that rateAt that time a compliant was not received by corporate, one was not filed with the Revdex.com and we, at the corporate office, were unaware there was a problemAdditionally, the borrower then chose to use the loan originator again to do his loan a few months later, of which is not the behavior of someone who is upset with the actions of a company/personThat being said, management is reviewing,awaiting responses on follow up questions and may choose to make an offer to resolve this matterThey also may not due to the fact that this was not brought to their attention at the time of occurrence when they may have been able to do something to assist.
With regards to the loan originator, the company has a three strike policy for most occurrences, and we have assigned him two for these two instancesHe has been counseled on communication and has been required to attend training.
As said in the beginning, the company takes borrower complaints very seriouslyWe have a very good track record of resolving complaints with borrowers, but this may be a circumstance where we are unable to do anything that will fully satisfy Mr***We apologize for this, we have made him whole with regards to out of pocket expenses and we have tried to meet his demands with regards to other aspects of this matterWe are doing our very best, but unfortunately it may not be enoughWe are continuing to spend time and effort on this and will do what we can.
Thank you,
*** ***
for CFinancial Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Multiple issues still remain unresolvedThe company has advised they will refund the costs but has not yet done soThis has been the pattern of the company to dateThey have promised many times that the costs should be refunded, but despite multiple requests has not done soThey have also failed to address multiple other issues including investigating a previous incident with the same broker and explaining how the costs increased from $6,to $15,All attempts result in a response similar to "we don't know what happened
Regards,
*** ***

In response to the complaint at issue from Mr*** CFinancial would like to state that it takes any and all complaints very seriously and strives to ensure customer satisfaction on all loans and in all circumstancesUnfortunately this situation has become complicated and at this time we seem unable to completely satisfy this borrowerWe are doing our best, and have a strong track record of satisfied customers, but despite our efforts, at this time we do not have a complete resolutionWe are still working on this matter, but are unsure as to whether or not it will come to an amicable resolution. At this time CFinancial has refunded all out of pocket costs spent by the borrower to obtain the loan originally referenced (this includes appraisal and credit fees), therefore the borrower has been made whole with regards to their costs and expenses in trying to obtain a loanThis check was received by the borrower on 11/12/15.Mr*** additionally asked us to have his contact and personal information removed from any and all vendors used in his transactionCFinancial has contacted everyone they used, requested this be done and has received confirmation from all three sources that the personal information was removed or has been securely maintained when required by state and federal regulationsMr*** has been provided with the emails received showing proof of this, to the best of our abilities. Mr*** would like us to have the credit reporting agencies remove the inquiries with regards to the loanAt this time CFinancial is working on this, but we were informed that while we can request it, it may not be something the are able to doThe requests were made with the permission of the borrower in his attempt to obtain a loan and while his credit score has dropped by about points due to the inquiries, they were inquiries made at his request for financingWe understand Mr*** is not happy that he felt he had to make an additional inquiry, but this inquiry was made at his request, not falselyThe above being said, we are seeing what can be done, but this is not a quick process or an easy process, so we are working on it but do not know if we can or will be successful. With regards to Mr***'s request for an explanation on why the fees he was quoted increased, we have reviewed the file, reviewed the communications we have access to and we have been unable to find evidence of this increase in feesThe loan documentation seems to show that the costs of the loan actually decreased, but the loan amount did have to increase by a small amount due to an unforeseen requirement of *** ***, the original lender on the FHA loan, requiring that the last payment have cleared or be included in closing costs and would be refunded after closeOur post QC specialist reviewed this file and attempted to explain all of this to Mr*** but he would not accept this as he is basing his argument on emails, of which are not binding and are estimates, the loan documents are what bind the borrower and there was never any documentation that shows costs to be at $15,We agree with Mr*** that the loan originator did a poor job of communicating, but the loan documents are what are to be relied uponAdditionally, we did our best to show him that the costs did not, in fact, increase and that is all we can doAs stated, the loan documentation shows that the costs of the original loan, per the GFE provided, state total closing costs at $7,for a loan amount of $409,The final GFE after the change of circumstance due to lender conditions has the total closing costs at $with a loan amount at $414,000. Once the company provided all of the above information, Mr*** then requested further compensation based on a loan application from AprilHe had mentioned that he had a prior issue and was not happy about the loan not being locked, but in the original communications he did not request compensation on this, additionally, it was not mentioned in the original Revdex.com complaintWhile we are investigating this, at this point we know that he has no out of pocket costs with regards to this loan, the loan officer covered the cost of credit and an appraisal was not ordered at the time the loan was withdrawnIf he had had out of pocket costs, the company would have refunded themFrom what we know at this time, the application was received by Mr*** on April 20th, the disclosure package was sent out on April 23rd and the signed application and disclosures were received back from Mr*** on April 28thHe was informed that the rate would not be locked until the complete, signed packaged was receivedThat being said the terms with regards to the loan may have caused confusion as Mr*** referred to an email in which he was told the rate was "fixed" where in fact the loan originator was referring to the type of loan, a fixed rate loan versus an adjustable rate loan, and not referencing the status of the lock The lock was floating, and we are looking into why it could not have been locked beforeBut when the loan originator went to lock the loan, the rates had increased from to 3%, the borrower chose not to move forward at that rateAt that time a compliant was not received by corporate, one was not filed with the Revdex.com and we, at the corporate office, were unaware there was a problemAdditionally, the borrower then chose to use the loan originator again to do his loan a few months later, of which is not the behavior of someone who is upset with the actions of a company/personThat being said, management is reviewing,awaiting responses on follow up questions and may choose to make an offer to resolve this matterThey also may not due to the fact that this was not brought to their attention at the time of occurrence when they may have been able to do something to assist. With regards to the loan originator, the company has a three strike policy for most occurrences, and we have assigned him two for these two instancesHe has been counseled on communication and has been required to attend training. As said in the beginning, the company takes borrower complaints very seriouslyWe have a very good track record of resolving complaints with borrowers, but this may be a circumstance where we are unable to do anything that will fully satisfy Mr***We apologize for this, we have made him whole with regards to out of pocket expenses and we have tried to meet his demands with regards to other aspects of this matterWe are doing our very best, but unfortunately it may not be enoughWe are continuing to spend time and effort on this and will do what we can. Thank you,*** *** for CFinancial Corporation

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
I still have significant expenses that have resulted from the lack of professionalism of the companyJust to get the company to address this issue took several weeks and many e-mailsDealing with this company is very frustratingAlthough they claim that they take these complaints very seriously, their actions actually show the complete oppositeThey have responded on MANY occasions with incomplete and incorrect informationUnfortunately, this was the consistent practice of their General Manager (*** ***)With this sort of leadership it is not surprising that their staff/agents also have the same practices.? I have had to do the majority of the work to get the details to them for these issues - usually after they have made completely incorrect claimsAlso, I do not see any reference to why their Loan Officer regularly asked us to sign legal documents that were incorrect with the assertion that "we would fix them up later"The e-mail advising the terms/costs of the Loan may not be a "legal document" but it was the basis of the agreement - to them try and "hide" behind a claim that it is not a "legal document" seems to be highly unethicalIt also appears that they cannot get the information they need from their own Loan Officer - this is why I have had to supply most of itSurely, asking people to commit a crime (sign knowingly incorrect legal documents), withholding/hiding information after it is being investigated and putting incorrect info in the document that the Loan was based on would be strikesWhy would you want to employ someone that used these practices and why would any member of the general public want to deal with a person or company that tolerated and encouraged these practices.There has NOT been any offer to reimburse me for anywhere near the costs I have incurred from this company - they have only reimbursed a small portion of my costs
Regards,
*** ***

At this time the company is in contact with the complainant and is working to resolve the matterThe company has offered a refund of the out of pocket costs and is attempting to respond to the questions of Mr*** in an adequate manner.? An update will be provided upon resolution or other
disposition of this matter.? Thank you,*** ***for CFinancial Corporation?

At this time the company is in contact with the complainant and is working to resolve the matter. The company has offered a refund of the out of pocket costs and is attempting to respond to the questions of Mr. [redacted] in an adequate manner. An update will be provided upon resolution or other...

disposition of this matter. Thank you,[redacted]for C2 Financial Corporation

Thank you for the information and complaint. C2 Financial Corporation takes issues of this sort very seriously. The borrower contacted the office of C2 and spoke with the general manager around the same time as she filed the complaint with the Revdex.com. The general manager offered her the option to work...

with another mortgage loan originator and sincerely apologized for the actions of Mr. [redacted]. The outcome of the phone call seemed, to the general manager, that she was amenable and she accepted this apology. Additionally C2 Financial sent this borrower a gift card as a thank you for her feedback and assistance. 
Additionally, we are doing an internal investigation into the allegations and the actions of Mr. [redacted]. While this seems to have been a misunderstanding  between Mr. [redacted] and what client he was dealing with, his actions are unacceptable. At a minimum Mr. [redacted] will receive a warning, his personnel file noted and he will be instructed to treat all of his clients regardless of their situation with respect. Depending on Mr. [redacted] cooperation with C2 Financial and his response, he may face further discipline up to and possibly including termination. 
Thank you for your time and assistance in this matter, it is greatly appreciated.
Truly Yours,
[redacted],
Legal Consultant for C2 Financial Corporation

Thank you for the information and complaint. C2 Financial Corporation takes issues of this sort very seriously. The borrower contacted the office of C2 and spoke with the general manager around the same time as she filed the complaint with the Revdex.com. The general manager offered her the option to work...

with another mortgage loan originator and sincerely apologized for the actions of Mr. [redacted]. The outcome of the phone call seemed, to the general manager, that she was amenable and she accepted this apology. Additionally C2 Financial sent this borrower a gift card as a thank you for her feedback and assistance. Additionally, we are doing an internal investigation into the allegations and the actions of Mr. [redacted]. While this seems to have been a misunderstanding  between Mr. [redacted] and what client he was dealing with, his actions are unacceptable. At a minimum Mr. [redacted] will receive a warning, his personnel file noted and he will be instructed to treat all of his clients regardless of their situation with respect. Depending on Mr. [redacted] cooperation with C2 Financial and his response, he may face further discipline up to and possibly including termination. Thank you for your time and assistance in this matter, it is greatly appreciated.Truly Yours,[redacted],Legal Consultant for C2 Financial Corporation

In response to the complaint at issue from Mr. [redacted] C2 Financial would like to state that it takes any and all complaints very seriously and strives to ensure customer satisfaction on all loans and in all circumstances. Unfortunately this situation has become complicated and at this time we seem unable to completely satisfy this borrower. We are doing our best, and have a strong track record of satisfied customers, but despite our efforts, at this time we do not have a complete resolution. We are still working on this matter, but are unsure as to whether or not it will come to an amicable resolution. At this time C2 Financial has refunded all out of pocket costs spent by the borrower to obtain the loan originally referenced (this includes appraisal and credit fees), therefore the borrower has been made whole with regards to their costs and expenses in trying to obtain a loan. This check was received by the borrower on 11/12/15.Mr. [redacted] additionally asked us to have his contact and personal information removed from any and all vendors used in his transaction. C2 Financial has contacted everyone they used, requested this be done and has received confirmation from all three sources that the personal information was removed or has been securely maintained when required by state and federal regulations. Mr. [redacted] has been provided with the emails received showing proof of this, to the best of our abilities. Mr. [redacted] would like us to have the credit reporting agencies remove the inquiries with regards to the loan. At this time C2 Financial is working on this, but we were informed that while we can request it, it may not be something the are able to do. The requests were made with the permission of the borrower in his attempt to obtain a loan and while his credit score has dropped by about 20 points due to the inquiries, they were inquiries made at his request for financing. We understand Mr. [redacted] is not happy that he felt he had to make an additional inquiry, but this inquiry was made at his request, not falsely. The above being said, we are seeing what can be done, but this is not a quick process or an easy process, so we are working on it but do not know if we can or will be successful. With regards to Mr. [redacted]'s request for an explanation on why the fees he was quoted increased, we have reviewed the file, reviewed the communications we have access to and we have been unable to find evidence of this increase in fees. The loan documentation seems to show that the costs of the loan actually decreased, but the loan amount did have to increase by a small amount due to an unforeseen requirement of [redacted], the original lender on the FHA loan, requiring that the last payment have cleared or be included in closing costs and would be refunded after close. Our post QC specialist reviewed this file and attempted to explain all of this to Mr. [redacted] but he would not accept this as he is basing his argument on emails, of which are not binding and are estimates, the loan documents are what bind the borrower and there was never any documentation that shows costs to be at $15,000. We agree with Mr. [redacted] that the loan originator did a poor job of communicating, but the loan documents are what are to be relied upon. Additionally, we did our best to show him that the costs did not, in fact, increase and that is all we can do. As stated, the loan documentation shows that the costs of the original loan, per the GFE provided, state total closing costs at $7,988 for a loan amount of $409,000. The final GFE after the change of circumstance due to lender conditions has the total closing costs at $6359 with a loan amount at $414,000. Once the company provided all of the above information, Mr. [redacted] then requested further compensation based on a loan application from April. He had mentioned that he had a prior issue and was not happy about the loan not being locked, but in the original communications he did not request compensation on this, additionally, it was not mentioned in the original Revdex.com complaint. While we are investigating this, at this point we know that he has no out of pocket costs with regards to this loan, the loan officer covered the cost of credit and an appraisal was not ordered at the time the loan was withdrawn. If he had had out of pocket costs, the company would have refunded them. From what we know at this time, the application was received by Mr. [redacted] on April 20th, the disclosure package was sent out on April 23rd and the signed application and disclosures were received back from Mr. [redacted] on April 28th. He was informed that the rate would not be locked until the complete, signed packaged was received. That being said the terms with regards to the loan may have caused confusion as Mr. [redacted] referred to an email in which he was told the rate was "fixed" where in fact the loan originator was referring to the type of loan, a fixed rate loan versus an adjustable rate loan, and not referencing the status of the lock.  The lock was floating, and we are looking into why it could not have been locked before. But when the loan originator went to lock the loan, the rates had increased from 2.875 to 3%, the borrower chose not to move forward at that rate. At that time a compliant was not received by corporate, one was not filed with the Revdex.com and we, at the corporate office, were unaware there was a problem. Additionally, the borrower then chose to use the loan originator again to do his loan a few months later, of which is not the normal behavior of someone who is upset with the actions of a company/person. That being said, management is reviewing,awaiting responses on follow up questions and may choose to make an offer to resolve this matter. They also may not due to the fact that this was not brought to their attention at the time of occurrence when they may have been able to do something to assist. With regards to the loan originator, the company has a three strike policy for most occurrences, and we have assigned him two for these two instances. He has been counseled on communication and has been required to attend training. As said in the beginning, the company takes borrower complaints very seriously. We have a very good track record of resolving complaints with borrowers, but this may be a circumstance where we are unable to do anything that will fully satisfy Mr. [redacted]. We apologize for this, we have made him whole with regards to out of pocket expenses and we have tried to meet his demands with regards to other aspects of this matter. We are doing our very best, but unfortunately it may not be enough. We are continuing to spend time and effort on this and will do what we can. Thank you,[redacted] for C2 Financial Corporation

Please withdraw the blow complaint. It has been settled to my satisfaction.Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Multiple issues still remain unresolved. The company has advised they will refund the costs but has not yet done so. This has been the pattern of the company to date. They have promised many times that the costs should be refunded, but despite multiple requests has not done so. They have also failed to address multiple other issues including investigating a previous incident with the same broker and explaining how the costs increased from $6,900 to $15,000. All attempts result in a response similar to "we don't know what happened.
Regards,
[redacted]

At this time the company is in contact with the complainant and is working to resolve the matter. The company has offered a refund of the out of pocket costs and is attempting to respond to the questions of Mr. [redacted] in an adequate manner. 
An update will be provided upon...

resolution or other disposition of this matter. 
Thank you,
[redacted]
for C2 Financial Corporation

[redacted] is very unprofessional was having us use old company he worked for papers. Never could give a straight answer. In not so many words again very unprofessional and really doesnapost know what he is doing

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Address: Honolulu, Hawaii, United States, 96813-6400

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