Consumer complaint received 2017-07-28
Company: PRIMARY RESIDENTIAL MORTGAGE
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
I began my loan with Primary Residential Mortgage in XXXX, 2017. I was working with XXXX XXXX, who is the branch manager in the XXXX, OH area. XXXX was confident about his ability to get my loan done quickly, although we had an extended close time of 70 days. I was preapproved and prequalified and shortly found a home. I provided all needed documentation promptly and myself and representatives from my realtor 's company regularly checked in to request status updates. The first problem was with the promptness of the home appraisal, which was not done in the timeframe we expected, although it was completed. The real problems started as we neared our closing date of X/XX/17. The week before, my realtor, her assistant, and I all requested updates, and we were told that there were conditions that needed to be cleared for the loan to move forward ; however, we were assured we would close on time. I had already submitted information to clear conditions that were sent to me about a week before this ( around XX/XX/XXXX ), and I had heard nothing more. I was still waiting for funds to transfer into my account for closing ( there were several transactions involved, and each required 2-3 day processing time ; so the date the notification that funds needed to be available was not adequate for me to ensure availability right away ). On X/XX/17, XXXX . XXXX contacted me and told me he was waiting for a copy of my lease agreement and the funds - once those were received, we would be ok to close. But, he also asked me if my credit score had improved to a point that we could avoid the FHA loan. He wanted to cancel the FHA application and push the loan through without the need for conditions. I was putting 20 % down on the home. At the same time, there were several more conditions to be cleared, and I was, at this point, taking time away from work to get the paperwork sent to the mortgage company. I escalated the issue to XXXX XXXX, who is in PRMI 's corporate office. She assured XXXX . XXXX and me that she could push the loan through faster and we could wrap up as soon as possible. In the days that followed, I learned that XXXX XXXX, the processor who was working on my loan, had left the company, and nobody told me. In the past couple weeks, I had been sending her emails, and XXXX . XXXX finally said that she was no longer working on my loan, and that I should send everything from that point forward to him. There was no mention that XXXX XXXX had left the company. XXXX . XXXX continued, during that time, to assure me that the loan was on track to close in time. During the week of XXXX, my realtor and I emailed and called several times a day to get updates. On XX/XX/XXXX, I was told I needed to take a homebuying course online ( {$99.00} fee ). I stayed up until XXXX XXXX to complete the course, which was intended for potential homebuyers to become educated about the homebuying process before they decided to purchase a home! I continued on XX/XX/XXXX to send documentation requested to clear the conditions. Just before XXXX Eastern time, on XX/XX/XXXX, I spoke with XXXX XXXX. She said the loan was with the underwriter for the second time, and then it would go to the FHA underwriter, and then onto the committee for approval. She said she " did n't see why not '' when I asked her if we could expect the CD on XX/XX/XXXX. She also said that this sort of thing happens on a regular basis with her company because there are so many loans that are processed each month. So much for the " Our Primary Focus is on You '' slogan and other company promises of an excellent experience without worry! On XX/XX/XXXX, at XXXX XXXX, I requested an update, timeline for completion, and a firm closing date. The week-long delay in closing has impacted not only me, but the seller of the home I 'm buying, as his new home purchase is contingent on this sale, and he was also forced to change his moving date ( {$200.00} charge ). I called XXXX XXXX at XXXX because I had n't heard from her. She emailed back a short time later to tell me that the loan was with the second underwriter, and that she had n't started work yet. She said she noticed more questions on my file. I asked her what they were so I could begin working on them. She told me she was n't at liberty to tell me. I asked her why not, as it 's my loan, and she never responded. She also said that she would not rush the FHA underwriter and not to expect to hear anything for hours. This experience has been one of the worst of my life. I have no idea if and when this loan will close. I have been lied to, been made to feel like I 've done something wrong, and the incompetence and absurdity with which this loan has been handled has inconvenienced and overwhelmed not only myself, but my realtor and the seller.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with monetary relief