Consumer complaint received 2018-06-14
Company: CITYWORTH MORTGAGE LLC
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My husband was applying for a mortgage loan through XXXX XXXX XXXX   everything was going well they said the mortgage officer said he did not foresee any  problems processing the loan. My husband has sufficient income, credit, and down payment. We had an extension for closing and originally the mortgage company said they could process the loan without doing XX/XX/XXXX taxes ( which was what we were looking for because our personal and business accountant usually takes a long time to do all the taxes ), but we ended up having to file XX/XX/XXXX taxes anyway. At this point we were so far in we had to pressure the accountant to do them very quickly which she did. 

The mortgage processor looked through all our documents and we had everything we needed to submit to underwriting. I was very stressed with the extension which extended into our spring vacation. I was running around getting additional paperwork requested ; however, we got everything done and received a conditional approval upon submitting five documents which we did. 

The problem came in when the underwriter said she could not process the loan. The mortgage broker informed us her reasoning was because my husbands company makes too much money to be a car wash ( which it is not ). The company did not have a website, social media, or physical location ( which it does ). I was very shocked because the information she stated was incorrect so, I called and informed the broker she had the wrong information the broker said great I will tell her. He looked up the company, website, and social media etc. She said she did not feel comfortable processing the loan even after we shared the website and submitted legal documents from the NC Secretary of State and Tax documents for the business she said she just did not feel comfortable and would not process the loan. 

We were not told anything was wrong until the last second the mortgage company was even involved with the sellers realtor. The extension was only approved because the seller was assured the loan would be processed they just needed time. My husband called the original broker and asked if there was another underwriter the loan could be processed through because there is not a legitimate reason for the loan not to be processed. He told my husband the underwriter processing our loan was over all the underwriters. My husband asked is there a reason why the loan should not have been approved. The broker said no and my husband said well that leads me to believe there is some type of discrimination. He said he would have to agree, but he works there and told my husband to pursue it. 

In the middle of XX/XX/XXXX when the incident occurred we were in the process of uprooted and moving our lives to another city one hour away. My husband and I take care of my very ill grandmother that broke her hip in the middle of XX/XX/XXXX and was in the hospital for over a month. She was released when we were in the process of moving. She goes to dialysis which was transferred in lieu of the move. We submitted the transfer request for our son to go to XXXX. When everything changed and the loan was not approved by the deadline they told us we were in a bad place. We were commuting three times a week over one hour one way to XXXX to take my grandmother to dialysis for about a month. We had to wait until a spot was available at her old dialysis center before she could transfer back. My son missed out on things at his school because we were not supposed to be in the city. It was and unnecessary strain on our family. 

I also had to quit my job because of the move and there was not anywhere to transfer in XXXX or the surrounding area. My daughter was pulled out of pre-school because we were moving and her spot was filled. We had already put our notice in at our Rental. Luckily, our Landlord had not found any tenants yet. During this time my XXXX had XXXX XXXX   because of the extensive XXXX and emotional strain. The process was just a mess and with no good reason. 

We were approved for our mortgage loan through a bank in 6 days after this fiasco. It took the bank we used only 6 days to approve our loan. The mortgage officer at the bank told me the documents I sent over were way more than he needed. We sent him the 42 documents the other company requested. He approved the FHA loan no problem, but we still have not found a house ( the other home was exactly what we needed ) and are living in limbo with boxes everywhere. 

The incident occurred in the middle of XX/XX/XXXX. The both our Realtor and the sellers Realtor said the same thing and they had never experienced something like that. Additionally, we have documentation for the majority of the information above.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation