Consumer complaint received 2020-08-10
Company: TOTAL MORTGAGE SERVICES LLC
State: CT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Total Mortgage in XXXX CT pre-approved me by XX/XX/XXXX for a home loan by XXXX XXXX ( Senior Mortgage Banker ). We finally decided to put an offer on a property on XX/XX/XXXX and the offer was accepted. By XX/XX/XXXX, the process was started and we were redirected with XXXX XXXX ( Senior Loan Officer ). We received two emails and one phone call from her from then ( XXXX ) to now ( XX/XX/XXXX ). Everything they asked for, we gave the right documentation and I was on top of everything to make sure every paper and information i submitted was 100 % correct with no delay. I was a little worried not hearing back from XXXX after submitting everything because I sent 3 emails to her just asking to confirm if the documents I sent were in order. I did not hear from her so I was in consistent contact with XXXX XXXX and he kept giving me the same answer about XXXX that she was slammed with work because of the influx of people moving to CT from NYC because of the Pandemic. He kept telling me that he would try to get my case submitted to CHFA  by XX/XX/XXXX the latest because CHFA is only working from the XXXX to XXXX of each month because of the Pandemic.  I completely understand the situation. I backed off and after the XXXX, XXXX told me that the case was not submitted to CHFA  by XX/XX/XXXX because XXXX had not processed my case yet because my closing date was put for XX/XX/XXXX and there were cases that were closing before that. Again, I am a reasonable person. XXXX contacted me on XX/XX/XXXX to " speed up the process '' he sent me the loan agreement and to ask for one more letter needed because a address for a different house came up under my name but it was my fathers ' ( my father and I share the exact same name ). But that same day I did the letter, signed and sent. I called him on XX/XX/XXXX because my lawyer and realtor were asking for updates. I called him and he said that everything takes time and we are okay with the process. So with this " speed up '' the case should have been submitted to CHFA by the XXXX of XXXX which was the first monday of the month hence when CHFA started to process cases again. I contacted XXXX on the XXXX Tuesday because again my realtor asked me for an update because the seller wanted to know what it going on with the mortgage lender. I talked to XXXX on XX/XX/XXXX @ XXXX XXXX  to see where we were in the process and he said that his processing department is slammed with work and have not yet come around to my case file to submit to CHFA. On XX/XX/XXXX Wednesday @ XXXX he texted me saying they had lost power since Tuesday at XXXX XXXX ( before we spoke and he said he would see where my case was ) and this would delay my process a couple of days. Friday XX/XX/XXXX, my realtor advised me that the seller will not give anymore closing extensions. I advised my realtor to please contact my lender XXXX because at this point, i did not know what else to do when XXXX kept giving me the same run around. So I let the week finish and contacted him Monday XX/XX/XXXX, he said that my case has not yet submitted to CHFA because they are slammed with work. Honestly, we did everything right from the beginning and now the last day that the seller is giving me in Wed XX/XX/XXXX. I have two days, hoping that CHFA will review approve by Wednesday IF TOTAL MORTGAGE has even submitted my case. I might loose out on this property because someone else failed to submit paperwork about 2 weeks late. I understand the influx of people but someone has to be made accountable for a client.customer loosing out on a property for negligence or lack of people on payroll. I did everything they asked, submitted everything right away and for what? to end up with nothing, no home, no mortgage and no results. 

Process started XX/XX/XXXX, I submitted all paperwork on XX/XX/XXXX, XXXX and lastly on XX/XX/XXXX. Then was contacted on XX/XX/XXXX for additional paperwork, and i submitted that paperwork the same day. Now it is XX/XX/XXXX and I can not close or even attempt to make arrangement because Total Mortgage refuses to move any quicker and i am on a verge on missing out on this property.

Company response to consumer: Closed with explanation