Consumer complaint received 2022-09-26
Company: VYSTAR CREDIT UNION
State: FL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XX/XX/XXXX : Contacted Vystar and started an application with XXXX XXXX, an inquiry was also made on my credit. 

XX/XX/XXXX began providing documents to XXXX as well as upload to portal as it became apparent certain files were to large to send via email. 
XX/XX/XXXX : Was the last non automated email received from XXXX ; this was also the date I received notification that my loan had been conditionally approved and informed that my XXXX XXXX was XXXX XXXX XXXX. 
XX/XX/XXXX XXXX : XXXX and I were in frequent contact as she gathered documentation everything seem to be going well. 
During this time I also paid for an appraisal and had flood insurance set up. XXXX advised early in the process that she was going to be on vacation at the end of XXXX, so we worked with that deadline in mind and ensure all requests had been completed ; I was also told that XXXX XXXX was the contact in her absence. 

When XXXX went on vacation, I got a request notification stating that there was a message in the Vystar portal ; I went to review the request but they were asking for additional documents. I reached out to XXXX via email to see if he knew why I was being contacted for additional information ; no response. I expected to hear from XXXX within a couple of days with a closing date ; when I didn't hear back, I called and emailed. After making several calls I eventually received a call from XXXX who said she wasn't able to tell me much but, that the person handling it should be in contact with me. By now I was totally fed up with what was going on, had it not been so late in the process I would have made other decisions, I also kept giving Vystar the benefit of the doubt, I think they would have dragged this out so far to decline me at this point. 

At this stage not only had I wasted my time but money too. My credit had been pulled 3 months prior by Vystar ( going elsewhere would mean yet another inquiry ), I had paid for a Vystar approved Appraiser and made other financial commitments as I didn't see a reason, I would not get the loan with Vystar. 

XX/XX/XXXX ( or thereabouts ), I received a call from XXXX stating that I had left her a message to call me, I explained that I had left several messages over a week ago but never heard from her ; as I had her on the phone, I wanted a status on my loan. She advised that the reason I had been denied was because the property was a townhouse and Vystar does not do loans on townhouses. At this time, I let her know that this was the first I had heard that I had been denied. I did not receive any communication written or verbal. In fact, all I kept receiving was requests via the portal for additional documentation. She apologized and explained that they don't always know certain things about the property. I am having a difficult time in just accepting this " matter of fact '' attitude from Vystar. I was denied on the basis of information that was available from the very beginning of the loan application. Asking the customer or conducting a simple XXXX search could have disclosed the property was a townhouse ; and would have allowed me to go elsewhere and if necessary, use one of my other properties. 

I need to make it clear that it is not getting denied that is bothering me, it's the backward way in which the process is set up and everyone is just willing to go along with it instead of putting things in an order that makes sense and doesn't negatively affect customers. I don't believe this is the 1st time this has happened. 

At the time of my application the list of exclusions for this product should have been reviewed and the process would have ended there. The house didn't change from a detached home to a semi-detached townhouse property during the application. 

There are gaps in your process and it negatively impacts loan applicants. A number of your staff are non-responsive. During this process I found XXXX to be professional and responsive to emails or voicemails. 

XX/XX/XXXX I reached out to her to XXXX to let her know that I was disappointed with the way my application has been handled, she apologized and asked for the opportunity to reach out to her supervisor ; XXXX followed up 7 days later to find out if a member of management had been in contact, I told her they had not she again apologized. 

XX/XX/XXXX : I decided to make 1 more attempt with Vystar so I reached out via Chat and messaged with XXXX XXXX, a week later I received a call from XXXX XXXX who was very helpful and professional. She sent an email and within a short space of time I receive a call from XXXX XXXX ( I am not certain of his last name ). He apologized and said that he was looking at the notes and it shows that the property is a Townhouse and not zones residential, so it was denied. I told him how I had been impacted, my score affected, at a financial loss for an appraisal payment etc, and that it has all been handled poorly by Vystar and that only time had prevented me contacting the CFPB. I went on to tell him I felt that at the time of them becoming aware that the property didn't qualify one of their loan officers could have discussed alternatives. His response was that the process don't always allow them to know what's going on prior to an appraisal or land survey, that he looked at the file, there was nothing Vystar could do for me and with regard to me contacting the CFPB he can't tell me what to do that was up to me.

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 monetary relief