Southwest Mortgage Lending Misrepresented terms of original mortgage signed, then failed to refinance as originally promised Euless Texas

Southwest Mortgage Lending (Texas) website states company's values as "integrity, commitment, professional." Surprised they can post this and maintain a straight face. Organization is dishonest and duplicitous throughout. Approved for a fixed rate loan with a promise that making six on time mortgage payments would automatically qualify us to refinance with them at a lower rate. Original loan term misrepresented. Taxes incorrectly calculated when mortgage was written, so subsequently saw our monthly mortgage payments increase by over 50 percent when taxes were adjusted. Never received adquate explanation how this happened.

Returned to company in mid-April to have loan refinanced as originally promised. First loan consultant was unable to get loan approved, but suggested it would not be a problem. Explained at this time that we were on a time deadline to have problem resolved, and emphasized at this time that if loan could not be approved, that we simply be told this so as to explore other options. First loan consultant alluded that loan could be approved when they had time to work some things out and they would get back to us.

Only they didn't get back to us, we had to seek them out continually for status updates. Began getting mysterious responses such as, "Loan processor wasn't able to work on it this weekend because she forgot to take file home." etc. Pattern of general obfuscation underway in earnest at this point. Original loan counsultant became increasingly difficult to reach via phone (company adeptly screens calls), at which point we were forced to give up this approach and attempt to conduct business via e-mail exclusively. First loan consultant failed to respond to basic, simple, yes-no questions we asked, almost deliberately avoiding these answers. Then, as with phone calls, first loan consultant stopped returning e-mails. Yet, despite repeated requests, first loan consultant never told us that we had been TURNED DOWN for our request.

After approximately six weeks of non-responsiveness, attempted to work with another loan counsultant at Southwest, since, again, the original loan consultant never actually told us we were turned down for the mortgage (which would have given us opportunity to explore other options). Second individual with whom we were working at Southwest began "working" on the file. Soon, it became apparent that the same behaviors exhibited by the original consultant were displayed by the second. Phone calls stopped being returned, requests were made by Southwest for information or documents that had already been provided, e-mails only occasionally responded to, and never directly answering simple yes/no questions, including the most basic of all, had our application just been rejected outright. From our experience, the thing the company truly excels at is stringing people along.

Sad part is that when we signed the original mortgage, we were warned by other mortgage companies we were also considering that they would not be able to put us in a mortgage under the conditions that Southwest was claiming they were going to and that we should be very, very careful about proceeding with them. Wished we had listened.

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Little Elm, Texas
U.S.A.