Consumer complaint received 2022-11-15
Company: VICTORIAN FINANCE, LLC
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
We bought a new home and contacted our previous Loan OfficerXXXX XXXXXXXX XXXX XXXX the time he worked for Victorian Finance XXXX XXXX XXXX XXXX XXXXE and the interest rate was XXXX, he locked it in to XX/XX/2022 and, extended it to XXXX XXXX, 2022. Abruptly, he resigned approx. end of XXXX, early XXXX if he had not informed us and advised us to call, we would not have been made aware. We would have gone with him however, at that point~ interest rates were beginning to climb and since we were some weeks away from closing with our home ready to be appraised, we stayed with Victorian. After receiving no call to inform us of his resignation and the assignment of a new loan XXXX, we called them and was told that a XXXX XXXX, processor would assist with our closing. She said that she was not a loan XXXX and would need all of our documents sent to her again so that she could make a new file as she had " NOTHING '' on record for us!!! We panicked and sent the docs and explanations as required immediately, only to be asked for the docs XXXX to XXXX more times! She was with us for approx. XXXX weeks and when I sent her the last of the documents for the XXXX time, I got an " out of office '' reply stating to call the main number, when I did, I was transferred to XXXX XXXX, at the time, his title stated that he was also in processing, and he would take over. When we asked what happened, he simply said she was fired!!!!!!! At this point we were done! However, in order to keep our interest rate, and we told him that in writing and each time we spoke with him that that was the " only reason why we stayed '' with Victorian. He began to ask XXXX for all of our documents again and of course, we sent them because we were VERY STRESSED OUT ''! It got worse because he informed us that he was not licensed in Georgia, his boss was, and we would have to ask all questions to XXXX XXXX XXXX XXXX, he resided in VA and XXXX " NEVER '' available when we called~ he finally put in an email that we would not lose our XXXX rate and so we calmed down. However, it got worse before better, and they blamed " everything on the VA XXXX and the XXXX ''. Stated that they were not responsive, that the home wasn't done, when we knew it was and then finally, after we found out from VA ~ they did not submit the required documents to VA on time and felled to keep us on schedule ~ thus causing us to lose our interest rate by 2 days! " XXXX XXXX '' did not keep his word, in the end, as Victorian continued to lay the blame at the XXXX 's feet, we had to negotiate and argue to attempt to make them keep their word, despite the 2 days! We PANCIKED, STRESSED, HURT, BETRAYED, we manage to get them to XXXX!!!!!!!!!!! We had nowhere to go and were trapped, if we didn't close the builder would have sued us until the end of time, we are both in ouXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX. They mislead us to keep our loan until it was too late. This increase had added approx. {$1500.00} over what we planned and trusted that we would be paying. This only leaves us with enough to live but not truly enjoy the rest of our lives that we worked for and deserve. We want the difference in the loan that we have paid on time since XXXX refunded and we want our original XXXX interest rate back and we want to ask that you report them to whomever can stop them for working with XXXX and XXXX XXXX  and we do not want anyone to have to suffer as we are doing. And, if you can't stop them, please ensure that they are made to confirm they have the appropriate, certified staff, etc. in each state to service mortgage loans. *** Victorian Finance, XXXX XXXX XXXX MORTGAGE " SOLD OUR LOAN '' before we could even make the first payment to Planet Home Lending and we have been paying them since the beginning of XXXX, via bank auto pay.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation