Consumer complaint received 2019-08-26
Company: PulteGroup, Inc.
State: KY
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Pulte Mortgage : XXXX XXXX from Pulte was sent documents via a " secure email '' and uploaded online to their secure mortgage server but she stated she must have misplaced the documents. The documents contained PII such as DOB, SSN, banking information, address, and other information of me and my partner XXXX XXXX. Information was uploaded onto the secure website portal but she still stated she did not receive documents. Additionally, XXXX XXXX told me over the phone that {$610.00} would be taken out of my checking account after final approval but that she would call me before it was taken out of my account. The amount was taken out prior to final approval. I called XXXX 's phone and received her voicemail. An email was sent to which both XXXX and XXXX were out of office. Company has not apologized or offered me reassurance about my documents just that my loan was in underwriting. I told the manager to withdraw my application from the company. In addition, I had to cancel my contract with the builders of Pulte because I do not feel confident that they can maintain the security and privacy of my information. {$3000.00} good faith deposit to the construction company was not refunded from today 's date ( XX/XX/2019 ) and the money for closing costs in the amount of {$610.00} has not been refunded. I would like my refund amount and for the credit inquiry to be taken off both of my and my partners credit reports. I have all emails and application information stating she has lost our documents. 

Pulte : Pulte 's construction field manager XXXX XXXX has been incredibly unprofessional. His office hours are from XXXX to XXXX and he refused to meet with us for our new construction meetings during that time. He only would meet with us from XXXX. We live over an hour away and are new to our jobs so we have to leave 2 hours early to make it by XXXX. XXXX has stated that " I have 25 other homes besides yours I am taking care of that need my attention. In addition I have a family so I can not accommodate working past XXXX. '' I told XXXX we hired your company 's services and I don't understand why we can't meet at XXXX if it is still within your workings schedule. He refuses to accommodate us despite the potential we lose our jobs if we continue to leave work early for meetings. This has been relayed. We had to give {$3000.00} as a good faith deposit. They will not refund us this amount because we are unable to maintain the contract if they are not able to meet with us and accommodate a little with our work schedule. I have all emails about him not willing to accommodate us. People in attendance of the meeting was XXXX XXXX, Pulte sales consultant, and our realtors XXXX XXXX and her husband XXXX XXXX. 

I have more files to upload than this but they will not upload - please contact me for the rest of the files.

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