Consumer complaint received 2023-01-23
Company: Lennar Financial Services, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
When I was in the closing process with Lennar Mortgage, the loan XXXX, XXXX XXXX was the worst loan officer/person I had to deal with during the entire process. 

Lennar had a promotion going where they would pay XXXX dollars of closing and that was a selling point for me. It was also a brand new home from Lennar and was not ready in XXXX when I gave my purchase agreement. I knew it would not be ready until XXXX timeframe. 
I was informed my closing cost would not be more than XXXX verbally. Multiple times confirming that prior to giving my purchase agreement. Once I signed and gave money down on the purchase agreement, the closing costs jumped up to XXXX dollars. Not once did XXXX call me and explain the changes from purchase agreement to the new loan estimate amount. 
I had to call him and confirm why it jumped and gave me a runaround response that he never saw the purchase agreement. I told him to work on getting it lower and once he was able to, to call me back. XXXX weeks go by and received nothing. I called him again and brought up the situation and he had no recollection of that conversation from XXXX weeks prior. He quickly worked on it after the call showing my displeasure and came back with " buying a XXXX percent of the interest rate '' where that was an additional XXXX added back into the closing. He removed XXXX other costs and the number came in roughly the same amount as it was prior. Due to lack of understanding and being really frustrated with him, I did sign and moved on because I really wanted the house. Mind you, the XXXX closing costs were still showing as XXXX dollars on the closing estimate. 

Once I signed, multiple times over the next few months, he made changes to the loan estimate and never once tried to call me to explain what changes he was making. We did not speak again until a few weeks before the closing date when everything really unraveled for me. 

XXXX weeks prior to closing ( Closed on XX/XX/XXXX ), I receive a final closing disclosure. I reviewed it thoroughly after learning from experienced lenders/officers and knew he was really messing with the numbers. 
The new closing disclosure showed my loan estimate dropped by XXXX and closing costs that I would owe dropped to XXXX dollars. I was pretty pleased to see that number until I realized he moved money around to show my closing cost incentive I was receiving was only XXXX instead of my XXXX dollars. Honestly, I signed it because the XXXX dollars I would owe at signing was good enough for me. 4 days later, I get another " final '' disclosure at XXXX XXXX and the closing costs jumped back up to XXXX dollars. Now, I was pretty upset and tried to get a better understanding why it jumped back up and then why my XXXX dollar incentive went from XXXX to XXXX. They moved my money around and gave me more " XXXX '' on where the other money was going towards. 
I ended up having XXXX long conversations with XXXX and was a waste of time. Multiple times on the call was unprofessional, laughing and saying he did nothing wrong. He then said he was doing XXXX loans a month and does not remember my loan. Later I called him out on that knowing XXXX a month is impossible. 
Furthermore, he kept giving me a runaround on the phone and was not changning anything for me. I asked for his XXXX and he would not provide me their name. 

I still did not sign the document at this point and explained to others in their company that I would like to speak to someone other than XXXX from the loan officing team before signing anything. After XXXX attempts of trying to get someone else, they finally gave me someone else to contact the day before closing. I still did not agree with their response, but finally gave me more information than XXXX XXXX did. 

The day of closing, the saga continues. XXXX nor anyone on the team from Lennar gave me any indication that my closing would be virtual/remotely. I drove over an hour in the pouring rain to get there and they say it is remote. Very frustrating throughout the entire process.

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