Consumer complaint: Initiated contact with XXXX ( XXXX Oregon branch ) XX/XX/XXXX to inquire about a loan to purchase the home we live in and rent from my mother in law. At the request of the loan specialist, we provided initial infornmation XXXX DOB, SSN, paystubs ) in XXXX. Provided remaining documentation XX/XX/XXXX including paystubs, tax returns, XXXX, and bank statements. A fee statement was provided and based on those numbers myself, husband and XXXX met with the loan specialist in person to begin the process. Three weeks went by with no contact despite emails and voicemails from me inquiring about the status. Finally received a call from the " newly hired assistant '' stating that the holdup was getting a credit report that showed my married name ( which does not take 3 weeks and would not effect the loan anyhow ) and that documents would be ready by the end of that week. 4 more days passed and we had no contact again. I sent another email, this time including the senior loan officer XXXX XXXX XXXX XXXX, and was told by him that the documents were " on the loan desk '' waiting for signature, but then a day later he was requesting tax documents, XXXX and other things they had already received 5 weeks ago! I pointed this out and he said he 'd ask about it. I responded by saying we were concerned that he did n't seem to have information we had shared alread and also that he did not seem to be familiar with what our meeting had entailed, as though he had not even had a conversation with the loan specialist about our situation. Later that day we got another email from him with completely new figures way above the original fee statement both for the loan amount and the monthly payments, which were out of our affordable range ( and which had been clearly delineated by us in prior emails ). At no time were we ever given a good faith estimate. We were continually given excuses for the ongoing delays about staffing issues, voicemail system not working and then when the numbers were off he tried to say that " maybe the person who gave you that did n't have the square footage of the house and the comps for the area '', which was untrue- she had all of that. As of yesterday we told the company we were taking our business elsewhere and to shred our documents. Today I was speaking with a friend who has experience in the industry who told me about the law requiring lenders to provide a GFE within 3 days of obtaining your information. We never got XXXX at all. I think their business practices are questionable and honestly I am uncomfortable knowing they have all of my personal information. To be fair- I feel like the loan specialist was trying her best and that she was taking her direction from her supervisor as far as time allocation and being able to process our loan. Once contact was made with XXXX XXXX she was included in the emails but at no time had further contact with us. In the very beginning of the process she had mentioned that their staffing problems were becasue several people had recently quit all at once. Given how our application was handled I would not be surprised if people quit because of how poorly run that office is. 

I have email strings documenting all of the statements I have made. 

Company response: Company believes it acted appropriately as authorized by contract or law