Consumer complaint received 2018-10-17
Company: PulteGroup, Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Short Summary : This complaint is against Pulte Mortgage, more specially, the loan processor : XXXX XXXX, XXXX # XXXX. 
I purchased a new property built by XXXX XXXX, and financed through Pulte Mortgage. 
Purchase contract was signed in XX/XX/XXXX. I have been working with Pulte Mortgage on the loan afterwards. 
I have no significant material change since then. 
Original closing date was XX/XX/XXXX, and changed to XX/XX/XXXX later. But Pulte Mortgage was not able to close on XX/XX/XXXX and delayed for a week. I have been charged by XXXX XXXX for a late fee of {$2100.00}. 

A list of communications between me and Pulte Mortgage :  Loan Discussions & Confusions XX/XX/XXXX, Loan Estimate and other few docs were sent to me through XXXX. 
XX/XX/XXXX ( Thursday ), I signed the docs. 
XX/XX/XXXX ( Tuesday ), I emailed about questions on the loan interest. In the same email, I asked about the relationship between signing the doc and locking interest rate. No response. 
XX/XX/XXXX, I called Pulte Mortgage ( XXXX XXXX ) about the same question. Pulte Mortgage ( XXXX ) suggested providing an interest quote from another lender and see if Pulte Mortgage can match it. 
XX/XX/XXXX, I sent the quote from another lender in email. No response. 
XX/XX/XXXX, I pinged the email thread to follow up again. 

XX/XX/XXXX afternoon, XXXX and I discussed about rates on recorded line. We confirmed to lock the rate at 4.375 % over the phone. XXXX also asked me to return the signed acknowledgement form by the next day to meet the closing date ( which I did ). I received the form at XXXX XXXX. 

XX/XX/XXXX, I emailed to XXXX the scanned signed acknowledgement. 
I sent email on XX/XX/XXXX XXXX, XX/XX/XXXX XXXX, also called >=3 times on XX/XX/XXXX to XXXX to follow up but got totally no response and no one answered the call. I was not able to reach out to XXXX until Friday afternoon ( XX/XX/XXXX ) at XXXX XXXX. In short, I was not able to connect to XXXX on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX morning, over 3.5 days. 

XX/XX/XXXX ( Friday afternoon ), Pulte Mortgage ( XXXX ) told me : my rental history couldn't be verified due to cash payment ; an exception was granted on that, but due to the exception they wouldnt be able to use gift funds in my loan application. XXXX said he knew it on XX/XX/XXXX but didnt explain the reason that he didnt let me know until XXXX on XX/XX/XXXX. XXXX said he would work on it on Saturday and gave me updates. I didnt hear anything over weekend. 

XX/XX/XXXX, I emailed to XXXX to follow up and received Out Of Office autoreply. I wasnt informed about his OOO. At XXXX XXXX   XXXX ( XXXX # XXXX ) contacted me and proposed a new loan of less downpay and 4.875 % interest rate, with a new closing date XX/XX/XXXX. XXXX said we need to decide on the same day about taking this option, in order to close on XX/XX/XXXX. In a follow up call, XXXX said making decision today is not for closing purpose, just for locking interest rate. I agreed to take this option on phone chat with XXXX. 

XX/XX/XXXX At XXXX XXXX, XXXX emailed me Preliminary Closing Disclosure, and stated in email that I need to sign and return tonight in order to close this month. I had questions on the forms and called XXXX and XXXX but didnt get answered. I emailed saying there are confusions on the forms that needs clarification at XXXX. I didnt get email response neither. 

In the forms from XXXX, there is one called " Notice of Change in Mortgage Terms '', where it says : " You are hereby notified that there has been a material change in the terms of the residential mortgage loan that PULTE MORTGAGE LLC is  able to originate on your behalf. The terms have changed in the following way ( s ) as set forth below. Reason for Change : Primary Disclosure Reason is RATE LOCK/PRICING '' I disagreed with this statement but was not able to connect to XXXX. Pulte Mortgage failed to allow sufficient time for me to review and understand the documents. 

XX/XX/XXXX, I had phone call with XXXX in the morning regarding some questions and emailed signed doc back at XXXX XXXX. During the conversation, I questioned about the reason for the change of loan program and some details in the form. ( I disagree with the stated reason about loan program change due to pricing ). I was told to expect turntime of 24-48 hours and hear back by end of day Friday ( XX/XX/XXXX ). I was told the expected closing time will be Friday ( XX/XX/XXXX ). 

XX/XX/XXXX, I made 4-5 calls to Pulte Mortgage ( XXXX ) from XXXX and finally got a call back at XXXX PST, and was told still waiting. I was also told the closing date can be Monday ( XX/XX/XXXX ). 
XX/XX/XXXX, Pulte Mortgage ( XXXX and XXXX ) requested some documents. I sent them within hours. No clear answer on closing time. 
XX/XX/XXXX, Pulte Mortgage ( XXXX ) I was requested about documents about paying off two credit cards to make my DTI >= 45 %. I faxed them within hours. 

Rent History Verification Docuemtns Year XXXX XX/XX/XXXX, Scanned Copies of Leases for past 2 years were uploaded to pulte mortgage system. 
In following days I was asked to provide payment docs. I made it clear that rent was paid by cash. I was asked to provide withdraw history. 
XX/XX/XXXX, Rent payment/withdraw/transfer histories were uploaded to pulte mortgage system. 
Year XXXX XX/XX/XXXX ( 1st time since XX/XX/XXXX ), XXXX asked me about contact information of my previous landlords. 
XX/XX/XXXX XXXX, XXXX told me she was in the process of reaching out to my previous landlords. 
XX/XX/XXXX XXXX ( Friday ), XXXX told me she was waiting for the response for one of my landlords. 
XX/XX/XXXX ( Monday ), all rent verification forms had been completed and emailed to XXXX. 
Note : No discussion on rent history between me and pulte mortgage after XX/XX/XXXX and before XX/XX/XXXX. 


Work Authorization & CitizenShip Documents Year XX/XX/XXXX XX/XX/XXXX, I uploaded XXXX regarding my H1B. 
Year XX/XX/XXXX Around XX/XX/XXXX ( 1st communication after Sep 2017 ), XXXX asked about docs on work authorization extension. 
XX/XX/XXXX, I sent printed page from BAL law firm system on the status of my H1b extension. 
XXXX? XXXX, XXXX asked for something else. 
XX/XX/XXXX, I emailed I140 approval notice ( for green card application ) from USCIS. 
XX/XX/XXXX, XXXX asked again. 
XX/XX/XXXX, I emailed e-recipt from USCIS to my lawyer of h1b extension application. 
Note : No discussion on h1b visa between me and pulte mortgage after I uploaded Form i-797 in XX/XX/XXXX until XX/XX/XXXX. 

At closing, I was charged XXXX per day, 7 days late fee, which is {$2100.00}. 

I contacted Pulte Mortgage through XXXX. They refused to cover the late fee.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation