Consumer complaint received 2020-08-28
Company: NORTH AMERICAN FINANCIAL CORP
State: NV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XX/XX/XXXX I called XXXX XXXX at North American Financial, XXXX, NV from a referral. He quoted rates and costs within that 20 minute phone call. 

When I uploaded documents they could not be found or retrieved from the link provided by XXXX. He subsequently provided another link and I uploaded doc 's again. This time he said the doc 's were found, but couldn't be used. They refused to convert them to pdf 's. 

XXXX advised I must either fax or email. I told him I would not email my personal sensitive doc 's. While discussing faxing doc 's he claimed I would NOT have to send pages that were either blank or stated, " this page intentionally left blank '' which I know to be untrue with bank statements. When I told him my credit score was XXXX, he scoffed and said credit scores only go to XXXX and I told him they go to XXXX. He told me I could take my doc 's to a bank to do business with them and then complained about working on Sunday, XX/XX/XXXX. 

Since the rates quoted by XXXX were favorable, I left several messages XX/XX/XXXX and XXXX with XXXX for the CEO, XXXX XXXX XXXX, who goes by the name XXXX. He never returned my call so I could advise the situation and get direction. 

I made a cold call to XXXX XXXX XX/XX/XXXX who was listed on the North American Financial website. He advised he needed all documents before he would quote rates. I told him no one else  required that ... ever! Nonetheless, I told him I would send the information, but I would not allow him to run the credit, after all, had I allowed it every time I spoke to someone new, it would damage my credit rating. He conceded he would quotes rates without pulling credit. When advising XXXX the experience with XXXX, he said, " he doesn't know what he is doing ''. I believe the rates quoted by XXXX were bait and switch. 

However, after struggling to get my XXXX tax return to XXXX ( that the XXXX still needed to review ) in a rapid fashion XX/XX/XXXX, his assistant XXXX called at the end of the day and said they still needed more doc 's to be able to quote the interest rate. This, after I had provided both XXXX and XXXX returns, mortgage statements, insurance declaration statements, HOA document, SSI income, 2  months of bank statements, additional informative emails, and she said they could not quote any rates or costs until they had my i.d . and the borrowers authorization signed. I told her XXXX agreed to quote rates without pulling credit, which the borrowers authorization would allow. She said they needed W2 's and I don't earn W2 income. Besides, I told her, you have everything when you have my complete XXXX 's! Still they refuse to provide rates and costs. I told her NEVER in my lifetime has this been the case with any lender at any time, including present. 

My experience with this company is that it acts in a rogue fashion, not caring to serve clients, return calls, or be reasonable or consistent. I do not trust anything I am hearing, or from what I've seen, and wish for the company to be investigated. I now do not trust them to be in possession of my sensitive documents. Meanwhile, they have wasted two weeks of my time while trying to find a legitimate lender and they have crushed my trust.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation