Consumer complaint received 2020-10-08
Company: THRIVE MORTGAGE, LLC
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
To Whom It May Concern : Please advise that this is a formal complaint against Thrive Mortgage- specifically the XXXX XXXX, SC office . 

I previously used Loan Officer XXXX XXXX to originate my mortgage and based on the great work that she did I reached out on XX/XX/XXXX, in regards to refinancing my mortgage. The refinance process through Thrive Mortgage has been an utter disaster with horrible service by multiple parties. As of this date ( XX/XX/XXXX ), my refinance still has not closed. 

Before providing details and documentation below I am requesting the following : Cease the refinancing process with Thrive Mortgage An investigation into the Thrive Mortgage loan process ( Origination, processing, closing, etc ) so that other consumers do not go through the same process that I did Refund of all fees and services paid throughout the process Removal of all credit inquiries immediately At a minimum, be paid the difference in interest rates from what I was quoted at Thrive and a new loan closing rate as rates may have changed after this 3-month process. 
Details : On XX/XX/XXXX XXXX and I had our initial conversation where I expressed my interest in refinancing my mortgage. At this point, I literally asked for your opinion on if I should wait until I started my new job at XXXX. I also disclosed that it would be less base but more bonus. You asked me when it would start and I said it would be the end of XXXX. You told me I should do the refinance sooner rather than later because rates were so low. 

On XX/XX/XXXX I called and let you know that I was ready to move forward. We ran numbers on the phone and you let me know that I would have to do another FHA due to the debt ratio. I asked if this was based on the salary I gave you for the new job and if so I could decline the offer. You told me that it was based on the current one. On XX/XX/XXXX, XXXX confirmed through email that my debt ratio was too high based on our previous conversation. 

XX/XX/XXXX appraisal completed with horrible service ( Copy of email below ). 
Good Afternoon, I wanted to give you all an update that the appraisal appointment was just completed. I know that it is water under the bridge now but should we get another loan through Thrive in the future or for any other clients, please use anyone except XXXX Appraisal. 

Please see the below notes from the interaction with my wife : - They came with no masks on and it had to be requested that they put one on before entering our home with our XXXXyear-old daughter. More frustrating is the individual who didn't have one on was coughing and sneezing - no gloves - The representative would ask a question then start walking off on my response. Super rude. 
- My daughter had to use the restroom and the representative came up the steps after he said he was done up there. 
- The man in change never got back out the car to say anything or acknowledge me The interaction was completely unprofessional, uncomfortable, and absolutely not a respresentation of the great service I've received from Thrive Mortgage throughout this process. 

I received initial approval on XX/XX/XXXX. On XX/XX/XXXX I received an email asking me to explain new inquiries on my report ( There were none and the reply is below ) The auto loan was done in XXXX ; I'm not sure why it showing for this month as it's the same loan from the Credit Inquiries report. The 2 credit cards are also the same ones from the Credit Inquiry report from XXXX and don't have balances on them. Also, I'm not sure if this matters but the old XXXX XXXX has been listed as a total loss and is being paid off by XXXX. I have attached the letter. 
I heard nothing back until I proactively reached out on XX/XX/XXXX requesting an update. At this point, I was informed that my file went back to underwriting based on the previous information that I provided documentation to show that it was inaccurate. 
XX/XX/XXXX per request I provided more paystubs for " final approval ''. 
XXXX XXXX the next time I heard anything in regards to my loan and now per email, I needed to have a call with Credit Plus that day in order to verify XXXX  balance accounts. I didn't get a call until the XXXX. 
XXXX XXXX received clear-to-close email XXXX XXXX after not hearing anything for almost another week, I again had to proactively reach out for an update. I was told that the earliest that I could close is XX/XX/XXXX and confirmed the date with the attorney. Had I not reached out on my own ( again ) it seems that I may have never gotten the closing disclosures.

I received and signed the closing disclosures which also confirmed what I was told in that there would be cash to me at closing. 
XXXX XXXX the closing attorney had to reach out due to not receiving the closing disclosures. 
Friday, XX/XX/XXXX at XXXX XXXX  I received an email that not only would there not be cash received at closing but I needed to bring {$1300.00} to pay for Monday 's closing. 
XX/XX/XXXX at XXXX XXXX I closed on the loan at the attorney 's office. 
XX/XX/XXXX at XXXX XXXX  I received an email stating that my employment information couldn't be verified. 
I replied that I had started the new job and that I disclosed this before we even began the process and asked if I should apply before or after I started. 
Response : I need the information regarding your new job. This has been such a long process that we never could have guessed it would be. I really thought we would have closed prior to your new start date. 
I'm happy to forward this correspondence XXXX XXXX I am now filing this official complaint at having to provide even more documentation on a loan that I signed for, with information that I was completely upfront on, and after having to pull teeth to get updates throughout this entire 3-month process.

In less than a week I have had to pay {$1300.00} for closing that was disclosed to me 1 business day before while also having to pay my existing mortgage payment after being told that I wouldn't have to. 
I am completely embarrassed that I didn't stop this loan process when the first reg flags occurred and can not believe that companies are treating customers this way. For 3 months I continued in good faith throughout this process even after it became apparent that Thrive Mortgage didn't want or need my business. Furthermore, through this process Thrive and its employees have shown that they only care about money and not the actual people whose most important asset they are hired to help with. As a result of this negligence,  misrepresentation, and honestly- fraud, I now have to start the refinance process over while costing myself potentially thousands of dollars due to payments to vendors throughout the process, changing interest rates, and the impact the credit pulls have had on my credit. Because of this, I am seeking the aforementioned remedies. I will also be filing this complaint with the appropriate regulatory agencies.

Company response to consumer: Closed with explanation