PA Capital Mortgage, LLC

The following facts (call records and email records) have been turned over to our compliance attorney for record keeping, due to the required Consumer Complaint - Policies and Procedures that we have to follow in our mortgage industry.The customer is upset that we both missed each other’s attempted contacts several times, and I understand thatIt was also frustrating for me on my end when I attempted to contact him but he did not respond quickly as wellOur schedules seemed to simply not match up, we continued to miss each otherI made attempts after hours as well as the weekend.Thurs 2/8, alter business hours, I received his initial phone callWe spoke on the phone about the loan application process (again, this was after regular business hours) and he applied on our website that evening.Thurs 2/6:23pm and 7:39pm he called and left messages, Thursday nights I have my son’s soccer game and then we come home and do bath and bedtimeI told him while we were on the phone that I was literally walking out of the office as we were speakingWhen I saw his missed calls I didn’t feel it was appropriate to return his call at -10pm.Fri 2/10am I ran the application12:06pm we spoke for minutes about the loan application,I requested that he send me his excel document which detailed his list of properties and their corresponding mortgages12:40pm he emailed his excel doc to me1:26pm I replied with a series of questions since the data in his document did not match the data in his credit reportFie replied requesting a phone call, I had already begun my travels to Philadelphia for the weekend.I apologize that I was not available to accept this phone call at this specific time on this specific day(I missed calls from him in a hr window)Monday morning at 2am he emailed me saying he left messages (which again were all over the weekend while I was out of town)I replied asking when would be a good time for us to talk again, and I gave him my schedule for the next hrs so he could match it up with his, and I even reiterated that I just needed the few answers to my few questions that I emailed him and he could reply back with those answers so I could continue with the processing (I was just asking which mortgages were attached to which properties).Tues 11:36am he replied saying he was available at that moment (I was not) or Wednesday 8am-10am.I have a standing meeting every Wednesday morning that I’m required to attend, so we could not talk then.Wed 6:19pm he emailed frustrated that we haven’t been able to connect via phoneI replied back at 7:36pm saying I was available now and throughout the evening if he wanted to talk this evening, and I apologized and explained that today we received the call that our last remaining grandparent is in process of passing away so we were tied up with that for todayUnfortunately sometimes real life situations do get in the way of business, and we all have to be understanding of some things in life that occur.Thurs 10:51am I sent him an email again asking what time he has available to talk, and again gave him my schedule for the day so he could compare it to hisI didn’t get a reply.Saturday 10am he emailed me saying he would be filing the complaint, siting “negligence”3:39pm I replied reiterating my apologies, and that I was by no means “negligent”, and I still attempted to let him know I was available to talk now and throughout this weekend in case he wanted to speakHere is a copy of that email:Hello,I do admit and apologize that I myself had a family situation occur this past week which took me out of the office a good bit (we all have that at times), we do have a staff of here handling files as others are unavailableOur first phone conversation was after business hours which shows I do work all hours, even weekends, as I am even working right now (and many of my attempts to reach you were after hours)Personal tilings do come up at times and I do not consider that to be negligenceYou and I reached out to each other back and forth several times during that week, our schedules continued to conflictI apologize that I had this personal family matter come up this week and understand your decision to look for another company.Credit inquiries from mortgage companies within a 45-day window do not affect your score negatively, the credit bureaus understand the need to shop around so they updated their scoring models to “count” multiple mortgage inquiries that occur in a 45-day window as oneSo you can apply with a few companies to obtain quotes without damaging your scoreAttached is an excerpt from MyFico.com and Equifax with those details (attached)

The following facts (call records and email records) have been turned over to our compliance attorney for record keeping, due to the required Consumer Complaint - Policies and Procedures that we have to follow in our mortgage industry.The customer is upset that we both missed each other’s attempted
contacts several times, and I understand thatIt was also frustrating for me on my end when I attempted to contact him but he did not respond quickly as wellOur schedules seemed to simply not match up, we continued to miss each otherI made attempts after hours as well as the weekend.Thurs 2/8, alter business hours, I received his initial phone callWe spoke on the phone about the loan application process (again, this was after regular business hours) and he applied on our website that evening.Thurs 2/6:23pm and 7:39pm he called and left messages, Thursday nights I have my son’s soccer game and then we come home and do bath and bedtimeI told him while we were on the phone that I was literally walking out of the office as we were speakingWhen I saw his missed calls I didn’t feel it was appropriate to return his call at -10pm.Fri 2/10am I ran the application12:06pm we spoke for minutes about the loan application,I requested that he send me his excel document which detailed his list of properties and their corresponding mortgages12:40pm he emailed his excel doc to me1:26pm I replied with a series of questions since the data in his document did not match the data in his credit reportFie replied requesting a phone call, I had already begun my travels to Philadelphia for the weekend.I apologize that I was not available to accept this phone call at this specific time on this specific day(I missed calls from him in a hr window)Monday morning at 2am he emailed me saying he left messages (which again were all over the weekend while I was out of town)I replied asking when would be a good time for us to talk again, and I gave him my schedule for the next hrs so he could match it up with his, and I even reiterated that I just needed the few answers to my few questions that I emailed him and he could reply back with those answers so I could continue with the processing (I was just asking which mortgages were attached to which properties).Tues 11:36am he replied saying he was available at that moment (I was not) or Wednesday 8am-10am.I have a standing meeting every Wednesday morning that I’m required to attend, so we could not talk then.Wed 6:19pm he emailed frustrated that we haven’t been able to connect via phoneI replied back at 7:36pm saying I was available now and throughout the evening if he wanted to talk this evening, and I apologized and explained that today we received the call that our last remaining grandparent is in process of passing away so we were tied up with that for todayUnfortunately sometimes real life situations do get in the way of business, and we all have to be understanding of some things in life that occur.Thurs 10:51am I sent him an email again asking what time he has available to talk, and again gave him my schedule for the day so he could compare it to hisI didn’t get a reply.Saturday 10am he emailed me saying he would be filing the complaint, siting “negligence”3:39pm I replied reiterating my apologies, and that I was by no means “negligent”, and I still attempted to let him know I was available to talk now and throughout this weekend in case he wanted to speakHere is a copy of that email:Hello,I do admit and apologize that I myself had a family situation occur this past week which took me out of the office a good bit (we all have that at times), we do have a staff of here handling files as others are unavailableOur first phone conversation was after business hours which shows I do work all hours, even weekends, as I am even working right now (and many of my attempts to reach you were after hours)Personal tilings do come up at times and I do not consider that to be negligenceYou and I reached out to each other back and forth several times during that week, our schedules continued to conflictI apologize that I had this personal family matter come up this week and understand your decision to look for another company.Credit inquiries from mortgage companies within a 45-day window do not affect your score negatively, the credit bureaus understand the need to shop around so they updated their scoring models to “count” multiple mortgage inquiries that occur in a 45-day window as oneSo you can apply with a few companies to obtain quotes without damaging your scoreAttached is an excerpt from MyFico.com and Equifax with those details (attached).

The following facts (call records and email records) have been turned over to our compliance attorney for record keeping, due to the required Consumer Complaint - Policies and Procedures that we have to follow in our mortgage industry.The customer is upset that we both missed each other’s attempted...

contacts several times, and I understand that. It was also frustrating for me on my end when I attempted to contact him but he did not respond quickly as well. Our schedules seemed to simply not match up, we continued to miss each other. I made attempts after hours as well as the weekend.Thurs 2/8, alter normal business hours, I received his initial phone call. We spoke on the phone about the loan application process (again, this was after regular business hours) and he applied on our website that evening.Thurs 2/8 6:23pm and 7:39pm he called and left messages, Thursday nights I have my son’s soccer game and then we come home and do bath and bedtime. I told him while we were on the phone that I was literally walking out of the office as we were speaking. When I saw his missed calls I didn’t feel it was appropriate to return his call at -10pm.Fri 2/9 10am I ran the application. 12:06pm we spoke for 20 minutes about the loan application,I requested that he send me his excel document which detailed his list of properties and their corresponding mortgages. 12:40pm he emailed his excel doc to me. 1:26pm I replied with a series of questions since the data in his document did not match the data in his credit report. Fie replied requesting a phone call, I had already begun my travels to Philadelphia for the weekend.I apologize that I was not available to accept this phone call at this specific time on this specific day. (I missed 3 calls from him in a 3 hr window)Monday morning at 2am he emailed me saying he left 3 messages (which again were all over the weekend while I was out of town)... I replied asking when would be a good time for us to talk again, and I gave him my schedule for the next 24 hrs so he could match it up with his, and I even reiterated that I just needed the few answers to my few questions that I emailed him and he could reply back with those answers so I could continue with the processing (I was just asking which mortgages were attached to which properties).Tues 11:36am he replied saying he was available at that moment (I was not) or Wednesday 8am-10am.I have a standing meeting every Wednesday morning that I’m required to attend, so we could not talk then.Wed 6:19pm he emailed frustrated that we haven’t been able to connect via phone. I replied back at 7:36pm saying I was available now and throughout the evening if he wanted to talk this evening, and I apologized and explained that today we received the call that our last remaining grandparent is in process of passing away so we were tied up with that for today. Unfortunately sometimes real life situations do get in the way of business, and we all have to be understanding of some things in life that occur.Thurs 10:51am I sent him an email again asking what time he has available to talk, and again gave him my schedule for the day so he could compare it to his. I didn’t get a reply.Saturday 10am he emailed me saying he would be filing the complaint, siting “negligence”. 3:39pm I replied reiterating my apologies, and that I was by no means “negligent”, and I still attempted to let him know I was available to talk now and throughout this weekend in case he wanted to speak. Here is a copy of that email:Hello,I do admit and apologize that I myself had a family situation occur this past week which took me out of the office a good bit (we all have that at times), we do have a staff of 18 here handling files as others are unavailable. Our first phone conversation was after normal business hours which shows I do work all hours, even weekends, as I am even working right now (and many of my attempts to reach you were after hours). Personal tilings do come up at times and I do not consider that to be negligence. You and I reached out to each other back and forth several times during that week, our schedules continued to conflict. I apologize that I had this personal family matter come up this week and understand your decision to look for another company.Credit inquiries from mortgage companies within a 45-day window do not affect your score negatively, the credit bureaus understand the need to shop around so they updated their scoring models to “count” multiple mortgage inquiries that occur in a 45-day window as one. So you can apply with a few companies to obtain quotes without damaging your score. Attached is an excerpt from MyFico.com and Equifax with those details (attached).