Consumer complaint received 2018-09-17
Company: Mortgage Research Center, LLC
State: TN
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
XX/XX/2018 Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX, IA XXXX Dear Sir or Madam : I am requesting you to investigate Mortgage Research Center LLC d/b/a XXXX XXXX XXXX XXXX. 
Too many unscrupulous lenders are in the business of defrauding home buyers in particular Veteran home buyers ; Men and Women that have fought and was wounded for this country of the " American Dream. '' I am one of those Veterans. XXXX XXXX XXXX XXXX know they are wrong about defrauding and mistreating and Veterans but they also know there is little accountability. XXXX XXXX XXXX XXXX knows it is much cheaper to continue to break the law than to obey the law. ( See XXXX XXXX XXXX ) The above fraud went on for a while and violated many Veterans, until the XXXX decided to do something about it. I am hoping that the CFPB do something about my case and so many other cases that I have read on your website where people have been violated by Mortgage Research Center LLC d/b/a VXXXX XXXX XXXX XXXX. 
I am a XXXX XXXX Veteran. I am well qualified with my credit worthiness to receive a mortgage loan and purchase a home. For home ownership is the " American Dream ''. 
I chose XXXX XXXX XXXX XXXX because of their advertisement on the internet claiming to be connected with the VA. I applied to XXXX XXXX XXXX XXXX for a Mortgage Loan on XX/XX/2018 and I was preapproved. I got a contract on a home on XX/XX/2018, unfortunately the contract fell due to a defective Roof. During the home purchasing process I was assigned XXXX XXXX, Loan Officer and I told her I was a XXXX Veteran with XXXX XXXX XXXX XXXX. She acknowleged my conditon. I made XXXX aware of what " XXXX  '' my condition and when I am 'XXXX '' my thinking gets XXXX and I have XXXX XXXX, I become XXXX, and I become XXXX XXXX. The tXXXX happen when XXXX XXXX raised her voice at me yelling, when she talks over me, when she ignores my request to include me with my home buying process. Many times when XXXX XXXX did not include me in emails when she discussed my information with my real estate agent or the seller agent. When the Appraisal came back lower than the sale price I asked XXXX XXXX for a Reconsideration of Value. She said that I could not get a Reconsideration in Value because the house appraised lower than sale price. Also I thought it odd that the Seller Agent could give Comps to the VA Appraisal. ( Exhibit 2 ) The real estate agent, XXXX XXXX called me and said she was not suppose to get the appraisal because that is my business not hers. XXXX said she did not know why XXXX sent the appraisal to her and not me. The emails below verify communications between my agent, the seller agent and the loan office. The seller agent was given the appraisal and communicated with the VA Appraiser. The Seller agent provided COMPS to the VA Appraiser. This is a conflict of interest when the Seller agent communicates with VA Appraiser. My Loan Officer included correspondence to the Seller Agent, XXXX XXXX. This is a Conflict of Interest. ( See emails ) From : XXXX XXXX [ mailto : XXXX @ XXXX XXXX ] Sent : Monday, XX/XX/2018 XXXX XXXX To : XXXX XXXX Subject : Re : XXXX XXXX Appraisal XXXX-did you receive the ones I sent you? 
XXXX the listing agent says she has sent them direct ( t ) o appraiser Sent from my XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- On XX/XX/2018, at XXXX XXXX, XXXX XXXX XXXX @ XXXX. com> wrote : Hey XXXX! 
The assigned VA XXXXppraiser has issued XXXX on this appraisal report. This means the appraiser is having trouble establishing an appraised value in the amount of the purchase price. Therefore, we have a 24 hour window for you and the other realtor to provide additional comparable properties to support the sales price. These comparable properties must be sent to the loan officer and then will be forwarded to the appraiser. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - from : XXXX XXXX XXXX to : XXXX XXXX XXXX , " Mrs XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX cc : XXXX XXXX XXXX, " XXXX '' XXXX date : Thu, XX/XX/2018 at XXXX XXXX   subject : RE : Great news!

Hello everyone, Ms. XXXX would like to know if it's a possibility for the roof to be replaced prior to closing. 
Please reply all with any correspondence. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - I was not an active participant or decision maker in the bidding of the contract on XXXX XXXX XXXX, my agent XXXX did not discuss the contract with me. She took it upon herself and put it together and did not include home warranty, reinspection after repairs and other things that I should have been made aware of as a buyer by my agent. When XXXX wanted me to sign the contract I was driving at night out of town. XXXX demanded that I " pull over to the side of the highway and sign the thing ''. She said if I don't then I may lose the house. I began to have a XXXX XXXX and felt very XXXX after XXXX told me that. So I used my cell phone and signed the forms but I could not read them on the small cell phone. I did not know what was in the contract since I was not included in putting it together. I did what my real estate agent demand I do or else. Of course this XXXX  my XXXX symptoms. When I finally had the chance to view the contract ; I was shocked at what I read. I asked XXXX to change some things like add the home warranty for the seller to pay for it and I choose the home warranty company. XXXX refused and said, " Well you signed it! '' She could care less about me or what I wanted. XXXX was looking out for XXXX. No one cared about me the buyer. ( See Below ) From : XXXX [ XXXX ] Sent : Thursday, XX/XX/2018 XXXX XXXX To : XXXX XXXX Subject : Re :  fee sheet, as requested I feel that none of the players in this home buying process is on my side. The agent certainly is not. She is being nasty and greedy and unprofessional. 
XXXX, XXXX Veteran -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- The home inspection discovered that the roof on the home was defective and needed to be replaced. The seller went back and forth about the roof and it was confusing at times. She want to pay for the roof at closing, then give me a check for the roof, then put the roof in escrow, then replace the roof with a cheap roof and she picked the roof and color. I signed all the addendums and still did not get the house.

I became ill after having a verbal disagreement with XXXX XXXX, XXXX XXXX Loan Officer, about going behind my back and discussing my business with my agent and others without includng me. XXXX XXXX told me, " The Goal here is to close on the home. '' I told her that is not my only goal but she said that is our goal. I felt so unincluded and demoralized with this home purchase situation. I want to be happy with my first home purchase. I want a home for my family. I want a part of the " American Dream ''. I want a move in ready home that I can enjoy with my family. Not just to close on something that is dangerous and unsafe to live in like the house at XXXX XXXX XXXX. I felt pressured by the loan officer, my agent and the seller agent to close on a house that was dangerous to live in. No insurance company would give me insurance on a home with a defective roof. XXXX XXXX knew I could not get home owner insurance with the roof condition. And the seller did not want to pay for a quality roof prior to closing. The seller agent, buyer agent, loan officer wanted the low grade roof with choice of roof and color decided by seller. They bullied me to go for that. I wanted to choose the type of roof and color. I got a second quote for the roof. XXXX XXXX gave me a quote for a 3 dimensional roof for {$7000.00} which was a {$90.00} difference than XXXX XXXX which had a lower grade 3 tab roof quote. The contract failed due to the roof. 
After this I continued to look for a home ; I drove around looking and looked via websites. 
I called XXXX XXXX XXXX XXXX customer service and requested a change in loan officers. I was referred to XXXX XXXX of XXXX XXXX Advocate Team. I was told by XXXX XXXX that he was the point of contact. I emailed him and requested a different loan officer. On XX/XX/2018, received an email from XXXX XXXX saying this will be the last time I can change loan officers. ( See Below ) from : XXXX XXXX XXXX to : '' XXXX '' XXXX date : Fri, XX/XX/2018 at XXXX XXXX subject : XXXX, XXXX - New Loan Officer mailed-by : XXXX signed-by : XXXX Hello Ms. XXXX, I left a voicemail for you and wanted to follow up with email as well. Senior Loan Officer XXXX XXXX will be taking over your file and will be reaching out to you. Shes on a different loan officer team than both XXXX XXXX and XXXX XXXX. With moving forward, we need to do so with a clean slate. XXXX and her team will work to provide the financing once you find an suitable property and will protect your privacy. We are required to interact with different parties in the transaction at times to coordinate inspections, closing times, etc. We are here to represent your interests and not of other parties. This will be the last loan officer change that we can offer. 
Please let me know if I can help with anything else, XXXX XXXX Client Advocate, NMLS XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - On Mon, XX/XX/2018 at XXXX XXXX, Home XXXX wrote : To : " XXXX XXXX '' XXXX What XXXXolicy are you quoting from says I have to be locked in with a particular loan officer. I dont want the one you chose. We do not click. 
XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Date : XX/XX/2018 XXXXXXXX XXXX   Subject : Re : XXXX, XXXX - New Loan Officer To : " XXXX XXXX '' XXXX To XXXX XXXX ; I do not want the person you set me up with. 
I am requesting someone that I can work with and not try to charge me fees that is suppose to be waived. 
XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - from : Home XXXX to : XXXX XXXX XXXX date : Tue, XX/XX/2018 at XXXX XXXX   subject : Re : XXXX, XXXX - New Loan Officer From : " Home ''  XXXX Is there a policy with XXXX that says a buyer can not change loan officers more than once? 
Is there a poiicy with XXXX that says if a client decides to relocate to a different state that they can not get a loan officer that is license in that state? 
XXXX XXXX, XXXX XXXXXXXX Veteran -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - from : XXXX XXXX XXXX to : Home XXXX cc : XXXX XXXX XXXX date : Tue, XX/XX/2018 at XXXX XXXX   subject : XXXX, XXXX - Update mailed-by : XXXX Ms. XXXX , Based on your statements expressing continued dissatisfaction and distrust with XXXX XXXX XXXX XXXX, evidenced through complaints , frequent demands and accusations of collusion with involved realty agencies, we are no longer able to assist you with loan financing. We have done our best to satisfy your requests to be re-assigned to multiple licensed loan officers and realtors. We have outlined reasonable expectations regarding availability during evening and weekend hours and several supervisors have listened to and responded to your concerns to the extent of what is reasonable. 
At this stage the necessary dialogue and trust to complete a loan transaction do not appear to exist. The loan process requires frequent communication and honest disclosure to involved parties. We realize you have options and may be able to work with an agency that better satisfies your expectations. XXXX XXXX XXXX XXXX wishes you the best of luck. 
Respectfully, XXXX XXXX XXXX XXXX XXXX XXXX Client Advocate,  NMLS XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Exhibit 1. Contract on XXXX XXXX XXXX and Preapproval Exhibit 2. Appraisal and Emails Exhibit 3. Inspection Exhibit 4. Roof Repair Addendums and Roof Quotes Exhibit 5. Request for Loan Officer change Exhibit 6. XXXX XXXX email terminating services Exhibit XXXX. Request for Complete File Exhibit 8. Other Violations against Veterans by XXXX XXXX XXXX Loans : XXXX XXXX XXXX Sincerely, XXXX XXXX XXXX

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