Product: Mortgage

This was our first time buying a home and we put our mortgage needs in the hands of American Financial Network in XXXX XXXX with the help of XXXX XXXX which is a great broker. He helped us with every paperwork that had to get submitted and wrestled with the incompetent loan processors at the branch and the arrogant branch manager XXXX XXXX. 
The basic facts about the dis-service of this branch to us was the fact that the file went through at least XXXX different loan processors requiring that it goes through underwriting XXXX times. We had made all moving arrangements with our landlord and the moving company since the file was approved and XXXX had assured us that everything was going great. On Wednesday, XXXX XXXX at XXXX the day before our closing ( XXXX XXXX ) we find out that we can not close until next Wednesday ( XXXX XXXX ). 
This was mostly due to a few items that were skipped on our file and fell through the cracks. Our realtor sent a complaint email to XXXX XXXX ( President ) and XXXX XXXX ( CEO ). Please read email below : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX, I am a realtor and all concerned parties are having a big issue with your branch office AFN in XXXX XXXX, FL. 

I referred my client to your company in order for them to purchase a house in the XXXX, FL area. The contract was signed on XXXX/XXXX/15 with a closing date for tomorrow XXXX/XXXX/15 which should have allowed you plenty of time for your personnel to perform their work. 

For weeks we have been trying to make sure everything was going smoothly and were told even yesterday that it was closing tomorrow. Then today I receive notice that due to your branches merging and numerous personnel changes ( we have been through XXXX underwriters ) that they just dropped the ball and due to their inability to perform their function they want to delay closing until next Wednesday. 

Frankly, this is completely unacceptable. I am writing to you to see what you can do as the President of the company before recommending to my client to seek legal counsel as they will be harmed if this does n't close. The address of the property is __________________, XXXX, FL XXXX and the loan number is # _______________________. 

Please advise what, if anything, you can do before this goes as a complaint to the FTC. I trust you will look into this personally. I thank you for your time and consideration in this matter. I look forward to your response. 


Thanks & Regards, To this day we have not heard anything back from the president or CEO. Instead we heard back from XXXX XXXX, the branch manager who called us to give us excuses as to what happened with our file. He was very reluctant to apologize and take any responsibility for the matter. What made matters worse is that he tried to do the good deed of providing a {$200.00} credit to our account for " the trouble we had '' which was actually entered into the system by him at XXXX that night. This occurred after the loan had gone through the Quality Control stage and when the credit was applied the loan had to go through the same Quality Control a second time. How would a branch manager not know that his actions can delay a process further?!