Consumer complaint received 2021-06-10
Company: CountryPlace Acceptance Corporation
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Where do I start? My wife and I decided to build our forever dream home however this was ripped away from us. We have been in contract since XX/XX/XXXX for the land we've always wanted. I submitted all my paperwork to XXXX XXXX of country place mortgage shortly after. My credit score wasn't where he wanted it to be but " we had time and will pull at a later time '' is what he stated because we had a closing date of XX/XX/2021, ( well over 90 days ). At the beginning of XXXX, my credit was where it needed to be so we started the process for approval. I was approved by XXXX with XXXX having all the documents he needed. About 45 days out is where we started to run into issues with XXXX. Specific timelines for items he needed to get done were not being met to which XXXX made several excuses. His lack of communication on what he needed and the response times of email averaged 3-4 days and he hardly ever answered his phone. This became a trend throughout the whole process. We had several issues with the appraisal but were able to get that worked out. Underwriting then sent all items to the VA for approval. Everything was approved by the VA and sent back to underwriting one week before XX/XX/XXXX. A few days prior to XX/XX/XXXX ( closing date ) XXXX states we will not make the XX/XX/XXXX it is " still at final underwriting ''. We have to extend our buyer 's agreement with the seller since we have now gone past XX/XX/XXXX. After several back and forth emails, on XX/XX/XXXX XXXX says we will be clear to close by Thursday, XX/XX/XXXX. Everything is good to go finally. Thursday goes by and we do not hear from XXXX. We email and call several times with no response. Friday he finally answers late in the afternoon that there is now a denial from the VA. XXXX states on Thursday the VA denied it but failed to tell us until Friday. The original submission went past its date and " underwriting had to send it back to the VA ''. XXXX says " there's a problem with the system and it's giving us a denial. '' Monday comes and still no word from XXXX on what's going on. Several questions were asked by several people in an email chain to which XXXX does not answer. Eight days later, XXXX continues to not answer any emails on what the denial is. Throughout the whole process, XXXX took several days to reply to emails and hardly ever answered his phone. I can forward all emails for all the conversations we've had with him and his response times and excuses he would continually make. XXXX mislead, lied, had a lack of communication, lack of transparency, and was unprofessional during this whole process. XXXX is clearly incompetent in his job. Throughout most of the process, we included the regional manager XXXX XXXX in the email traffic to which he NEVER responded. I started looking up reviews on country place mortgage and found several complaints about XXXX specifically and his lack of communication, lying, and several other issues. I am not the first person he has done this to. My wife and kids now sit here with no answers and no dream home. For XXXX to do this to a XXXX veteran is disgraceful.

Company response to consumer: Closed with explanation