I told Carl I was interested and he started entering in my current mortgage information and quoted me the amount the refinance would be able to save. I don't recall the exact amount but it was approximately $300 a month. I asked Carl how was it possible that they could save so much (since the refinanced interest rate only dropped 1.5%). Carl stated that we wouldn't have to pay mortgage insurance anymore (this was later confirmed by Steve Govia, Carl's boss) because we would do lender paid mortgage insurance. After hearing all this, I told Carl I was interested and he sent over a package for me to sign (by e-mail). I also authorized Carl to have an appraisal on the house done.

The next day, 5/17/2011, Carl called me because I hadn't yet finished the paper work. I told him I would finish but also expressed some concerns about the appraisal coming in too low. Carl again stated that since we are doing a 125% loan-to-value mortgage, as long as the appraisal didn't come in at $130,000 or less, we would be fine. Carl also told me I would get a full refund for the appraisal if by some chance we were unable to refinance. In addition, Carl stated that we could get the loan closed out by 6/1/2011.

A few days later the appraiser came to my house and performed an appraisal. After a few more days, I called Carl Jamison to verify that the appraisal was in, but I couldn't get a hold of him. I called Steve Govia, Carl's boss, but couldn't get a hold of him either. I finally called the Reliance First Capital operator and was told that Carl Jamison was on disability leave. I asked who would then be handling my loan. The operator stated that R.K Wilson, Carl's Team Manager, would be handling my loan.

On 6/2/2011, R.K Wilson called me about the appraisal. He stated Carl no longer worked at Reliance. He also stated that the appraisal came in at $149,000, which is $18,000 less than what we owed on the mortgage and we would have to come to closing with that amount to close the refinance. I told R.K that Carl had us on the 125% loan to value refi+ program. R.K stated that, while Reliance has a Refi+ program, it only goes to 105% loan to value. I told him that is not what Carl Jamison sold me over the phone. Unsure why Carl would offer a loan they don't have, R.Kl said he would call me back. After not hearing from R.K for 6 days (and multiple phone calls) I e-mailed R.K asking for a refund that Carl had promised and if I didn't hear anything soon I would report this to BBB. I received a phone call that day. R.K stated he wasn't authorized to give refunds and would turn my file over to Steve Govia, a Manger at Reliance First Capital.

After several days of trying to reach Steve, I finally got a hold of him the first week of July 2011. As Steve was looking over my file I asked him why Carl offered me a 125% loan to value mortgage if Reliance does not offer it. Steve stated that they do offer a 125% loan to value (contrary to what R.K Wilson had stated) but I didn't qualify because I currently have mortgage insurance. I told him Carl knew I had mortgage insurance when he first called me on 5/16/2011. I reminded Steve that not having mortgage insurance anymore was one of the cost savings mentioned on 5/16/2011. I also reminded Steve that he was the other person who called on the evening of 5/16/2011 and touted the lender paid mortgage insurance (Reliance has another mortgage analyst call to ensure the client has multiple contacts, in my case, it was Steve that called). Of course he didn't remember stating it but it was clearly in my notes from that night.

After almost a month of trying to resolve the refund, I finally got a hold of Steve again in late July. He stated that the legal department was going to issue a refund and would be calling me that day. The phone call never came. I gave Reliance a week to call me. They never called. After another week, I called Steve again and got a phone message, this time it was different. Steve was no longer the manager; someone named Ron Tobin had taken over for Steve. I left a message for Ron. Ron called back the next day and looked in my file and told me why I was disqualified from refinancing under HARP (due to the mortgage insurance this time, not the appraisal).

I told him I understood but explained how on 5/16/2011, one of their mortgage analysts (Carl Jamison) offered me a 125% loan to value refinance and that I wouldn't have to pay mortgage insurance anymore. I told him that was a misrepresentation of contract (offering a product they don't have to get me to sign a contract). Ron apparently agreed and stated he would call me back after he spoke with the legal department. He never called back. After a week of trying, I finally got a hold of Ron and he told me I should get a call from the legal department that day. The call never came. After two more weeks and 8 messages later, I finally got a hold of Ron again on 8/31/2011 at approximately 2:30 MST. Ron acted surprised that no one had called me. He assured me someone would call me within 45 mins. It is now 3:45 MST, and no one has called.

This company cost me $475 in an appraisal and then declined to offer the original refinance program offered on 5/16/2011 by Reliance First Capital, LLC mortgage analysts Carl Jamison and Steve Govia.