Consumer complaint received 2022-02-15
Company: ALTERRA GROUP, LLC
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
It first started XX/XX/XXXX when XXXX recommended a Lender XXXX XXXX. He told us that base upon the information we gave that he can send us a pre-approval letter so we can start searching for a home. He started off as a great guy and would help us best as he could. He would even be available to help us at late nights if needed, he was always there to go over everything with us. I asked if he think based on the documents we gave if we would qualify for a XXXX loan and he said yes and I should go higher if I wanted to, he told me after checking everything hes confident that we would qualify for up to {$250000.00}. We found few house that we were interested in that are over {$150000.00} and he quickly sent over estimate and pre-approval letter to get those but one time I found a small home that my husband and I would be happy with for XXXX and I asked XXXX to send over and estimate and necessary documents and he didnt seem interested in a smaller loan and he did not send over anything on the property. 
On XX/XX/XXXX I told XXXX that I found another property and wanted to make on offer before it goes on the market. While under contract for this property everything started changing. XXXX wouldnt pick up for 2 or 3 days at a time, or sometimes when I call he would text me that hes on a call and would call me back and never did. I later found out that based off my husbands income we could barely even afford a XXXX home after XXXX told us we could qualify for {$250000.00}. 
I realized that everything is being done last minute for example XXXX was suppose to other an appraisal since XXXX XXXX but he order them XX/XX/XXXX which means it would have to be rushed to be done before closing, which turns out that I had to pay the extra for the rush because XXXX failed to do his job on time. 
Before we were under contract XXXX told me he could get me a {$10000.00} FHA grant. At the time our closing was supposed to be XX/XX/XXXX but he then explained he needed more time to get the grant so I asked the sellers for 2 weeks extra to give us time to get the grant. The sellers agreed to move closing to XX/XX/XXXX. After we were under contract and sign the sales contract XXXX told us that he ran out of time and could no longer get us the grant but XXXX help us to get XXXX a DPA. I was told by XXXX that I dont have to repay XXXX since it is Government funded and they will provide a 3.5 % DPA to First time homebuyers. 
XXXX first gave me and estimate Cash to Close that I would have to pay is {$6800.00} until 3 days before my closing they said I now have to pay {$10000.00} then they send over the XXXX saying they changed it to {$11000.00} and I was told that I can no longer close on XXXX XXXX. No one called me to go over these changes or even ask if I was okay with them even though XXXX knows that Im now XXXX because I gave up my old apartment under the impression that I would get the house on XX/XX/XXXX. I asked for a manager 3 times during this process and I didnt get one, XXXXXXXX provide a phone number that does not work, the phone wont ring nor accept a voicemail. I asked XXXX to have his manager call us ( my husband and I ) and he never did. 
Today XX/XX/XXXX after being in the dark about what caused the sudden changes I spoke to XXXX senior Manager XXXXXXXX, She was very rude she basically talk over me when Im saying something and then proceed to tell me that if I cant afford a house I shouldnt buy a house. I told her if I didnt think I could afford it I wouldnt buy it and all Im asking for is for her to go over the XXXX with me because the numbers to do not add up. She then move on to say that her company did not charge us anything which I then pointed out all the origination charge which she said those charges are made by XXXX. After I got off the phone with her I immediately called XXXX they told me that the do not charge the fees XXXX claimed they did, which are origination fees, commitment fees and application fees which means XXXX is lying as I Suspected. She said even though XXXX failed to do his job on time I have to pay almost double for an appraisal. 

I honestly feel like discrimination is a big factor in this case because a few weeks ago XXXX comment on how young my real estate agent is he said I didnt realized that your agent was so young, I hope that he can negotiate on your behalf because hes just a kid. Me, my husband and Our agent is in our early XXXX which means to me that he just see us as kids he can do anything to. 

I was pretty much forced a few times into signing documents one time was when something didnt look right and I spoke to XXXX about it and he said I need to sign it then XXXX update it, and then I was told today that I need to sign another document as is if I wanted to continue the process even though it was incorrect. They put me in an unfortunate situation last minute where Im now XXXX and really need this home so I would have to pretty much do what they said. On multiple occasions they try to get us to sign documents to waive our rights to receive important information. 

XXXX told me that the money from XXXX was money from her company because shes trying to help me. XXXX gave us {$4700.00} but they only gave us {$2200.00} from that money. They also wanted me to sign that the gave me the opportunity to lock in a low interest rate that I refused. Which was not true because no one spoke to me on that day. 

I even found out after I was under contract that someone made a review on XXXX about XXXX tell the he can get them the same FHA grant and then last minute he told her he couldnt do it and that she would have to pay way more out of pocket that she just couldnt afford and she had to walk away from her house losing thousands of dollars she already put in. 


Due to the stress and frustration cause by XXXX XXXX XXXX my husband punched the floor after we were told that we were deceived by XXXX and had to do XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. 

I understand that legally Alterra home loans was supposed to send over our closing Disclosure 3 business days before we closed which was Wednesday XX/XX/XXXX. I spoke to XXXX that day he said he need to Clarify and my husband and I was supposed to sign two more documents. He told me that after we signed that he would send over the closing disclosure in a couple hours. He failed to do so so I called him back the next day which he told me that he needed more bank statements, which I then sent to him within 5 minutes and he told me again that I would get the closing disclosure in a couple hours. The day after that was Friday XX/XX/XXXX my agent called me to inform me that XXXX XXXX messed up and will be up charging me an additional {$4500.00} and my closing date is moved. XXXX didnt even bother to call me I had to call him to get some clarifications which he told me that he doesnt know what to tell me and he was waiting to speak to his manager that was out traveling. 


I want to point out that When I first met XXXX he was working with a Company called XXXX XXXX when we were pre approved but he left that company to go work for XXXX XXXX XXXX d.b.a XXXX XXXX  and he took our files with him without our permission. We didnt know about the change until we could no longer reach him by email so I called and he told me his email changed. 

Since we lost our apartment we have to put our furniture and stuff in a storage and pay to stay with someone. Each time they push our closing date back it cost us more than we paid for our apartment and they really dont care not one time did they even apologize. I called over work today so I would be able to be at closing which never happened.

Company response to consumer: Closed with explanation