Consumer complaint received 2021-04-28
Company: Brightfunders, LLC
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I have attempted to obtain a conventional mortgage through XXXX XXXX of Homeside Financial since officially XX/XX/XXXX and throughout the process I have experienced the highest level of unprofessionalism, lack of business acumen, lack of communication and most recently blatant lies told by VP level personnel. This entire experience has negatively impacted the livelihood of two families and XXXX 's lack of communication and willingness to give false information is something that needs to be identified and addressed in the short term. From day one I made it clear to my then loan officer XXXX XXXX that the reason I was going with XXXX -vs- XXXX XXXX because XXXX stated that XXXX could have the loan closed in 21 days. I expressed to XXXX several times via email, text message and phone conversations the importance of closing at or before the contract date of XX/XX/XXXX. During the entire process I promptly provided info XXXX and the loan processor XXXX asked for and repeatedly asked if they saw any roadblocks to prevent closing and every time the answer was " no news is good news '' or " its all good ''. The entire process was plagued with lack of communication to the point that I had to send an email outlining my disappointment with the lack of communication and forcing the issue with daily check-ins with XXXX/XXXX  for transparency. On XX/XX/XXXX I received the Closing Disclosure ( CD ) which my wife and I promptly signed and thought all was fine. On XX/XX/XXXX at XXXX I received a text from XXXX asking for a call during which I was told I needed to show 6 months of reserves. I feel that that was a conversation that should have come up well before receipt of the CD and at the very least been part of the loan contingency discussion with XXXX. I then escalated the situation to XXXX CEO XXXX XXXX who I assume passed follow up responsibility to XXXX XXXX, VP of Lending. XXXX called on XX/XX/XXXX stating that he would be taking over for XXXX ( who I had asked to be removed my loan ) and that they would fast track the loan ; which now included my wife to remedy the reserves issue and stated that it should close on XX/XX/XXXX or XX/XX/XXXX. Then the following week XXXX ( via text ) says it should close on XX/XX/XXXX. At this point I did not have much faith based on XXXX 's preference to communicate via text rather than pick up a phone. On XX/XX/XXXX I sent an email to XXXX requesting a time to talk via phone regarding the status of the loan and initially got no reply. I then texted XXXX to ensure he received my email and to stress the importance of the call and received what I perceived as a brush off ( XXXX Text log ). I then responded to XXXX via email ( XXXX Email log ) and his response was we would receive the CD on XX/XX/XXXX. This did not happen and when I texted XXXX to inform him he responded via text message ( XXXX Text log ) that his underwriter contacted my realtor and informed her of the process and that the loan would close on XX/XX/XXXX. I literally had just spoken to my realtor 30 minutes prior to XXXX 's text and she stated she had zero communications with any underwriter only the loan processor and that the processor gave no indications of when the loan would close and was also unresponsive. Now I feel that XXXX lied and said what he felt I needed to hear in order to string me along which is unethical, highly unprofessional and unacceptable. I welcome a phone conversation with senior leadership of XXXX  and/or Homeside Financial to share my very disappointing experience. This has revealed an incredible lack of urgency and due diligence from XXXX. From a closing attorney/relator perspective XXXX looks and operates like a startup company and word has already spread to other buyers to look elsewhere for financing.

Company response to consumer: Closed with explanation