Consumer complaint received 2019-10-11
Company: Better Mortgage, Inc.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I have been working with 3 persons from Better. All the 3 gave me different responses to my questions. I have been acting like a coordinator between them to make things in sync. I dont know if there is a proper structure being followed in Better. 

I completely lost my hope with Better, fully frustrated on how the things went and I wanted to reach out to someone in the higher authority to make sure my concerns are heard and to get a confidence about my refinance. 

When I initially talked toXX/XX/XXXX for the rate, I was told that I didnt qualify for the appraisal waiver according to XXXX XXXX guidelines and the estimated property value which I see in Loan Estimate is not correct and an appraisal will be done to get the value of the house. 

No appraisal was done and then comes the second stage where I was told to sign an appraisal waiver with no mention of the property value. I asked XXXX the same question about the wrong estimated property value then I was told that I see only the estimated value and once the process is all completed I will get the actual amount and I should refer to loan estimate only for the rate and closing costs. 

Then it goes to the third stage when XXXX XXXX talked to me and I asked the same question then she said she will ask XXXX how this number is determined. 

Before receiving the response from XXXX, XXXX XXXX, closing person from Better sends me the initial closing disclosure and says this number is final. I was completely lost and realized If I dont get an answer at this stage then I will never get. Thats why raised this as the main concern. Then XXXX calls me and says she will update the value to XXXX   because of the docs and renovation list I did in my home, which at least goes in line with the market trend of my neighborhood. My profile was updated and everything was looking good. Then she said XXXX will call and finalize the closing date. XXXX calls me next day and says he cant go by that value. 

I am totally frustrated. 

I was tricked by the loan officer XXXX when she asked me the estimated property value which was later manipulated to actual property value and I was intentionally given wrong hopes that an appraisal will be done and corrected at all stages. I feel like I have been totally cheated by Better and manipulated to get my application withdrawn from other lenders. 

All that Better did through out the process was giving me false promises and hopes and made me withdraw all my applications from other lenders and after making sure am not tied with any other lender, they are trying to make me nod to whatever they say. 

On top of all this when I tried to resolve this with a higher authority, I was contacted by XXXX XXXX XXXX XXXX Refinance Manager NMLS # XXXX Who made the situation even worse by giving me wrong information and accusing me without any base. At a point he accepted the mistake from Better but didnt take any steps to resolve it.

Company response to consumer: Closed with explanation