Consumer complaint received 2020-08-10
Company: Fairway Independent Mortgage Corporation
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I applied originally for refinance in XXXX and was told the credit requirements. Weeks later credit requirements changed and I was postponed and recommended I pay a couple of items off. After jumping through all the hoops to get my credit to where they needed it to be in XXXX, I was told I would have a closing disclosure by XX/XX/XXXX. I cant recall what delayed the closing that time, but in XXXX I completed a XXXX withdrawal to pay off a debt at their recommendation. They recorded it incorrectly so I had to ask a family member to borrow {$2500.00} mid XXXX so it would look like the XXXX money was in my savings because they incorrectly recorded it that way instead of being used to payoff debt. I was assured this would allow me to close, this time no later than mid XXXX. They decided to switch me from conventional to FHA a few times, and I wasnt really given a good reason other than this would be a better deal for me and I was told most recently we would definitely close in XXXX. Local office staff members XXXX and XXXX admitted these mistakes in late XXXX and have apologized, assuring me they would be in a position by XXXX to request my loan be rushed to close in XXXX and could be closed by XX/XX/XXXX if approved. They offered me the end of last week around {$2000.00} as pain and suffering ( their offer, their words, not mine ) per XXXX XXXX regional manager and but that the rush was denied and it would now be XXXX before we could close. I asked to speak with XXXX XXXX for an explanation of why we can not expedite the loan closing at this point. Today, XX/XX/XXXX, XXXX XXXX was very condescending and disrespectful blaming my credit for the delays on closing and again offering almost {$2000.00} to make it right as an olive branch but he called me rude and angry, neither of which are true. After almost an hour and him apologizing for his initial tone with me, I agreed to the terms of closing the loan in XXXX and accepting the money offered to make the mistakes right. When I asked for this in writing because in the past few months so many promises had been made only to be broken and have people deny they made them to begin with, he agreed then said instead he was going to transfer my mortgage and not providing the payment offered previously. I expressed a desire to keep our arrangements to avoid the need of starting over completely once again and he refused. I asked if I could speak with his superior or CEO he refused and hung up on me. I am now forced to start the entire process over from the start after waiting almost 6 months to refinance with them. I am a widowed woman with children, working in XXXXealthcare during a worldwide pandemic and this entire process has put undue financial burden and added stress on me. If they did not wish to work with me due to my unattractive credit which was what XXXX blamed for the delays, they should have admitted that and referred me to a lender who could and would help me.

Company response to consumer: Closed with explanation