Consumer complaint received 2022-02-27
Company: Angel Oak Home Loans LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Name : XXXX XXXX Mailing Address : XXXX XXXX XXXX XXXX XXXX XXXX Sunrise, FL XXXX Lender Name : Angel Oak Home Loans Lender Staff Involved : XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XX/XX/2022 : I established communications with XXXX XXXX ( XXXX ID # XXXX ) and made my application ( I was buying a portfolio of 3 condo units located at XXXXXXXX XXXX  XXXX XXXX XXXX XXXX TX Units XXXX, XXXX and XXXX ). 
- XX/XX/2022 : I was impressed by the extraordinary performance of XXXX ( sometimes he worked with me until XXXX XXXX ( until landing me ) and we together completed uploading all the required documentations ( as per him and the the portal ) and I signed all the disclosures. 
- XXXX XXXX handed me over to a very incompetent lady called ( XXXX XXXX ) that she doesnt know what she is doing and what type of documents she is looking for and her incompetence created a lot of ping ponging that I needed to contact XXXX XXXX times asking for his help and XXXX started to brag that it is not his job anymore and XXXX should do thatetc. but XXXX is not capable to service the requirements. To the level that she doesnt recognize tax transcript from 1099 or Condominium insurance from XXXX XXXX. 
- XXXX XX/XX/2022 : We reached to the Appraisal part, I paid for XXXX separate appraisal ( XXXX USD each, XXXX USD ). 
- XXXX XX/XX/2022 : Appraiser requests information and no response from XXXX. 
- XXXX XX/XX/2022 : I followed up and pushed XXXX XXXX then he replies no appraisal is received yet : I call XXXX ( the appraisal company ) and they inform me about the above unanswered information request from XXXX XXXX 2022. 
- I pressured XXXX and XXXX and they responded to XXXX and appraisals were shared at XXXX XX/XX/2022. 
- XXXX said XXXX will need 5 business days after the appraisal is received. 
- The closing date was initially scheduled to XXXX XX/XX/2022 and we hardly managed to convince the seller to extend until XXXX XXXX ( based on feedback from XXXX above ). 
- XXXX and XXXX went offline and at XXXX ( after wasting 3 business days XXXX came to say she doesnt have HOA insurance documents ) subject documents were sent to her at XX/XX/2022 ( over emails ) ( XXXX XXXX was engaged in this with insurance while XXXX XXXX the document sitting at her inbox ). 
- I ping ponged with them a lot for 2 days then XXXX came to inform me the Conditional approval is there, and the case is with another person called ( XXXX XXXX ). 
- I emailed XXXX right away and then called her, the phone number that is she using is disconnected and not working ( documented over emails )- I pressured XXXX a lot on XXXX XXXX afternoon : then he came back to say it is XXXX and she will share the list of needs ( he was talking about 15 items needed as XXXX didnt know how to collect required items ), XXXX also stated that XXXX says XXXX XXXX is impossible to close at and we will need a second extension. 
- Brittni First reached me out ( by email ) at XXXX ET XXXX XXXX evening ( which was a Friday ) - Following Monday XXXX sent a long list of requirements that discards everything was shared, collected earlier... I re-uploaded everything to XXXX portal and completed everything at XX/XX/XXXX. 

- As the scheduled XXXX XXXX became impossible to catch : I requested XXXX XXXX and XXXX XXXX ( over the phone ) to inform how long it'll take her to close so make the extension. and the answer from both was should not go beyond XX/XX/XXXX. 
- We -myself and my realtor- hardly convinced the seller to extend until XX/XX/XXXX on the condition of that he will take the earnest money ( XXXX USD ) if we don't close. 
- XX/XX/XXXX, XXXX went offline and never replied me after that. 
- XX/XX/XXXX, I got a shocking email from XXXX XXXX requesting me to do everything from the scratch ( for the third time ) and XXXX is not there anymore and he will be the point of contact. 
- Everything was emailed to XXXX again the same day ( XXXX XXXX ) - XXXX XXXX became hard to reach and demanded to keep everything over email. 
- I was running out of time and the only question that I wanted them to answer : are you going to catch up the closing date or not : they rejected to answer. 
- I tried to reach everybody in this company : Nobody takes the responsibility to answer or reply. 
- for 3 days : XXXX XXXX : XXXX XXXX only answered ( I don't have feedback ) over emails and blocked me from calling him by phone. 
- at the afternoon of XXXX XXXX, I came to know that they are still ping ponging emails with appraisal company and appraisals are still not finished ( I was copied in an email from appraisal company to the lender ). and when I faced XXXX XXXX with that and told why you are not transparent with me ( over emails ) he called me by phone and told me ( You should be you afraid of picking my phone ) ( you XXXX  don't understand, it is not rocket science, I don't know why I'm dealing with a XXXX  like you... etc. of unnecessary badmouthing ) then he he hung up on my face before I make it to respond to him and then he never picked up my calls after that. 
- During the period XXXX XXXX till XXXX XXXX I sent dozens of escalation emails about lack of timely response, unprofessional attitude and behavior to XXXX XXXX and XXXX XXXX, left tons of voicemails in their phones... they never responded. 
- The voice tone and way of behavior of XXXX XXXX, XXXX XXXX and XXXX XXXX left no doubt that they are acting because of my name ( XXXX ) which gives a clear idea about my background and religion and also they knew that I'm an XXXX  ( I shared my XXXX XXXX with them as part of the required papers ). another proof was the total ignoring from their line managers ( XXXX & XXXX XXXX who -both- didn't bother to respond to any of my emails or calls during 45 days of this suffering. 
- I didn't leave them because I'm stuck : XXXX USD in Earnest money, XXXX USD in appraisal fees, XXXX USD inspection and XXXX in HOA Transfer fees : All will be gone from my pocket. XXXX doesn't care about this significant financial damage for an XXXX  who is trying to build a life like me. 


It was a exhausting process, I decided to end it up without further damage to my psychology and health. I'll do my best to get a way to be compensated for all this financial damage and it might ring a bill at your end to address the unprofessional performance of these companies. All what I requested was an answer : I wouldn't mind even a decline if it came in a timely manner.

Company response to consumer: Closed with explanation