Consumer complaint received 2020-12-22
Company: Fairway Independent Mortgage Corporation
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
We tries several times to resolve this and the problems continue without resolution. Reason continues to be that they are too busy. 

Initial closing set for XXXX XXXX at XXXX. I took off work to come home and lender and title company ( selected by lender ) arranged for Notary to come by my home and sign our loan documents. Received call from Notary that documents had not been sent. Documents finally completed and Title company wanted to send Notary to my home at XXXX. We opted for the following day at XXXX. 

XX/XX/XXXX - Notary arrived at XXXX and we signed documents with the Notary. Later that day I was informed by Title company that documents signed were incorrect and we had to resign that night. 

See below ______________ From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXXXX/XX/XXXX To : XXXX XXXX ' XXXX ; XXXX ' XXXX ; XXXX XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX Cc : XXXX XXXX XXXX Subject : RE : XXXX : XXXX : XXXX XXXX XXXX XXXX XXXX, MD XXXX : XXXX XXXX XXXX : XXXX XXXX XXXX : XXXX XXXX XXXX, XXXX XXXX MD XXXX : E-Close Instructions I am showing that this was canceled last night and then the notary went out to the borrowers home today with the wrong set of docs. I am working right now to get a notary that can print and go. I am trying to see how fast I can get someone to the borrowers home. 

Thank you, XXXX XXXX Scheduling Manager XX/XX/XXXXXX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Phone # XXXX Direct Line XXXX XX/XX/XXXXFrom : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXXXX/XX/XXXX To : XXXX ' XXXX ; XXXX XXXX XXXX XXXX EClose XXXX ; EClose XXXX Cc : XXXX XXXX XXXX Subject : RE : XXXX XXXX XXXX : XXXX XXXX XXXX, XXXX, MD XXXX : XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, MD XXXX XXXX E-Close XXXXnstructions Please everyone take a moment to double check what is going out. Updated docs were dropped last night with todays date. My customer is having to reclose a 2nd time today alone on a reschedule from yesterday. If your docs dont have todays date ( which is why we are having to reclose a 2nd time today ) then you are using the wrong set. Please verify! 

XXXX XXXX XXXX NMLS # XXXX ] | Loan Originator | XX/XX/XXXX[ NMLS # XXXX ] | Office : XXXX | Cell : XXXX | Fax : XXXX | Licensed : AR, GA, IA, LA, MD, NE, TX From : XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XX/XX/XXXXTo : XXXX ; 'EClose ' XXXX ; XXXX XXXX Cc : XXXX XXXX XXXX ; XXXX XXXX XXXX Subject : RE : XXXX : XXXX XXXX XXXX XXXX XXXX, XXXX, MD XXXX : XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, MD XXXX XXXX E-Close Instructions Importance XXXX XXXX XXXX, Are these documents correct? The email below still says XX/XX/XXXX. When I go in to complete them it says they are already complete. 
____________________________ XX/XX/XXXX - XXXX Another notary was sent out with the correct documents. We were drained but signed the second set of documents by about XXXX. Are ability to properly review these documents was greatly reduced. 

We were told everything went through and the loan funds were not dispersed/wired until XX/XX/XXXX which was an very long time. 

We received this apology from the lender : ____________________________ From : XXXX XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXXXX/XX/XXXXTo : XXXX ' XXXX ; XXXX XXXX ' XXXX Cc : XXXX XXXX XXXX ; XXXX XXXX XXXX XXXX : XXXX XXXX Automatic reply : XXXX : XXXX XXXX XXXX XXXX XXXX, XXXX, MD XXXX : XXXX XXXX XXXX : XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX MD XXXX : E-Close Instructions Good morning XXXX XXXX 

You are absolutely right. It was a horrible comedy of errors that led you to experience the most disorganized closing Ive ever seen happen, and completely atypical. I have put together a timeline of events I will be reviewing with my leadership team and the corresponding departments and 3rd parties involved. I can not apologize enough to you both for the last few days. I understand it doesnt matter how good things were handled up to that point, if we cant get the closing done with the same excellence, it is a failed overall experience for you the customer. 

As for your wiring instructions, 3rd party Title will have to get that to you directly for compliance reasons. I have copied in XXXX  at XXXX to see if she can get those instructions to you ( or know who could ). 

XXXX you and XXXX were amazingly kind during this whole ordeal. Our jobs dont see much grace when things dont go exactly perfect, but you guys ( while frustrated understandingly ) handled it with such grace. Our industry has been running 400 % capacity all year, and our teams have been pushed beyond limits previously thought impossible in volume and hours worked, and we strive to make each transaction 5-star without excuse. While we fell short of that mark in the end, you guys treated everyone that touched your file with kindness and respect. I cant thank you enough for that. 

XXXX XXXX XXXX NMLS # XXXX ] | Loan Originator |XX/XX/XXXX [ NMLS # XXXX ] | Office : XXXX | Cell : XXXX | Fax : XXXX | Licensed : AR, GA, IA, LA, MD, NE, TX _______________________ XX/XX/XXXX XXXX We were in bed and I start receiving text messages from a notary wanting to come over that night to re-sign documents. We had no notification from the lender or Title company prior so we thought it was a scam. 

After emails to the Lender we find out the the documents signed at the third closing were sent to the wrong location and destroyed. 

The Lender and title company are now demanding that I setup a 4th closing to fix their errors.

Company response to consumer: Closed with explanation