Intercoastal Mortgage Company takes all customer complaints very seriously as we pride ourselves on exceptional customer service We are sorry to hear that [redacted] is unhappy with her service as we did go above and beyond to try and satisfy any concerns she had prior to closing We are confused as to the comment that we are excessively collecting insurance premiums, taxes and condo fees These fees are not dictated by the mortgage company but regulatory standards ICM prides themselves on trying to accurately reflect correct fees on the initial Loan Estimate to better inform their consumers It appears that the months of escrows collected actually went down from the Initial Loan Estimate and met or were less than the three months she is requesting The dollar amount of these figures went up slightly but this was due to the borrower chosen homeowner’s insurance, tax figure from the attorney and condo association fee charged from the borrower selected property The total figure collected was still under the amount originally estimated and disclosed to the borrower on the initial Loan Estimate and matched the Initial Closing Disclosure given prior to closing After the borrowers review of the Initial CD, she did indicate to the Loan Originator that she was not happy with the condo certification charge In a measure of good faith, the loan originator gave the borrower a lender credit on her final closing disclosure to satisfy her concerns, although this condo certification fee had been disclosed to the borrower throughout the entire mortgage loan process In regards to the multiple inquiries into [redacted] ’s credit, ICM only made the one required loan inquiry for this transaction and one in spring when borrower was looking to apply, we refute the allegation that we made multiple inquiries into the borrower’s credit As far as continuing to ask for documentation, we cannot divulge details of this due to privacy issues but will be more than happy to discuss the timeline with the borrowerICM worked hard to make sure that we met the borrower’s scheduled closing date Intercoastal Mortgage takes pride in serving the military/veteran community and is a large VA lender We are very sorry to hear that [redacted] is unhappy but we feel that we went above and beyond to satisfy [redacted] ’s concerns and we lowered her closing cost from original figures by a figure that was over and above any amounts that she had expressed concern over
Intercoastal Mortgage Company takes all customer complaints very seriously as we pride ourselves on exceptional customer service We are sorry to hear that [redacted] is unhappy with her service as we did go above and beyond to try and satisfy any concerns she had prior to closing We are confused as to the comment that we are excessively collecting insurance premiums, taxes and condo fees These fees are not dictated by the mortgage company but regulatory standards ICM prides themselves on trying to accurately reflect correct fees on the initial Loan Estimate to better inform their consumers It appears that the months of escrows collected actually went down from the Initial Loan Estimate and met or were less than the three months she is requesting The dollar amount of these figures went up slightly but this was due to the borrower chosen homeowner’s insurance, tax figure from the attorney and condo association fee charged from the borrower selected property The total figure collected was still under the amount originally estimated and disclosed to the borrower on the initial Loan Estimate and matched the Initial Closing Disclosure given prior to closing After the borrowers review of the Initial CD, she did indicate to the Loan Originator that she was not happy with the condo certification charge In a measure of good faith, the loan originator gave the borrower a lender credit on her final closing disclosure to satisfy her concerns, although this condo certification fee had been disclosed to the borrower throughout the entire mortgage loan process In regards to the multiple inquiries into [redacted] ’s credit, ICM only made the one required loan inquiry for this transaction and one in spring when borrower was looking to apply, we refute the allegation that we made multiple inquiries into the borrower’s credit As far as continuing to ask for documentation, we cannot divulge details of this due to privacy issues but will be more than happy to discuss the timeline with the borrowerICM worked hard to make sure that we met the borrower’s scheduled closing date Intercoastal Mortgage takes pride in serving the military/veteran community and is a large VA lender We are very sorry to hear that [redacted] is unhappy but we feel that we went above and beyond to satisfy [redacted] ’s concerns and we lowered her closing cost from original figures by a figure that was over and above any amounts that she had expressed concern over