Product: Mortgage

On XX/XX/XXXX I went into the XXXX XXXX community in XXXX, CA to look at purchasing a home. After speaking with the sales agent - XXXX we decided to make an offer on a home. XXXX informed me that I had to be approved with their preferred lender MTH Mortgage and if I decided to use them that I would get a {$5000.00} credit. His exact words were " we would provide you a {$5000.00} credit ''. On XX/XX/XXXX I applied thru MTH mortgage website and due to the pressure on timeframe from the sales agent I emailed the Branch manager XXXX XXXX on XX/XX/XXXX and she responded on XX/XX/XXXX telling me her " highly experienced loan officer '' would be reaching out to me. On XX/XX/XXXX around XXXX I receive a call from XXXX XXXX. I advised Jas what I as looking to do, how much down payment I was looking to place and the type of loan I was interested in. She immediately said " we cant do that loan, we don't offer what you are looking for and you need a larger down payment '' I said well that is funny because I am already approved with another bank and I did not have an issue with them. She said I can not do this loan, so I will let XXXX know and you can just use your own lender. So on XX/XX/XXXX I reached out to her manager XXXX XXXX and I explained my disappointment in the conversation I had with XXXX XXXX and informed her that I am also a mortgage lender and she is completely out of compliance by implying denial on my loan. She was not an underwriter, nor did she even submit my loan to an underwriter for review. XXXX apologized and told me that XXXX was incorrect, they did offer what I was looking for and she would be happy to help me. I told her great, she was suppose to get back to me on XX/XX/XXXX and she did, and then I responded to her asking additional questions and I have never received a response since. My loan with them was in limbo after 2 weeks I reached out to XXXX 's manager who was very rude and unprofessional and basically said he would talk to XXXX and never got back to me with an outcome. At this time I have never received any paperwork from them after my application which is not compliant, never have received a decision on the loan which is also not compliant as it has now been 60 days since I applied. I am requesting that MTH Mortgage submits a request to remove the inquiry from both my credit as well as my husbands credit report. Due to their inability to handle my loan transaction I have lost money on this transaction. The builder also refuses to stand by their original statement of providing a credit of {$5000.00} because they now say the credit comes from the lender and not them. I felt due to this issue I should have been given the credit of {$5000.00} as the builder is representing this lender and also FORCING people to apply with them for financing in order to make an offer and they are not performing. I have reached out the management with MTH Mortgage and no one cares about the customer, they don't even return calls. I have also spoken to the builder - XXXX XXXX and their management team and they also do not care about their customers because if they did they would honor what was promised by their sales rep instead of back pedaling and saying the credit comes from the lender when the sales agent never stated that. Also, due to the lender they " RECOMMEND '' not performing on this transaction and taking care of their clients they should have made this right. unfortunately, both companies are at fault and I am a very dissatisfied buyer.