Consumer complaint received 2018-08-28
Company: Movement Mortgage LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Loan Process/Getting Approved/Documents & Understated Costs : My wife, XXXX XXXX XXXX, and I were initially declined with our first lender due to her being self employed. We had to use XXXX because the listing agent saw an opportunity to send business to a friend as a negotiating tactic to give us time to find a new lender and complete underwriting our loan. 

XXXX instructed my wife she couldn't be on the new loan with them due to her being self employed. I and my mother-in-law were eventually approved as the applicants for the home loan. XXXX sent all documents for signature to my wife 's email and spoke with my wife throughout the mortgage process. He was secretive in his dealings with us and made us feel very uncomfortable. He yelled at my wife and threatened to not close our home loan because she was asking too many questions. 

During the process with XXXX, initial docs understated the PMI by 250 %. His assistant, XXXX, was very inexperienced and caused multiple delays ( i.e. not submitting documents according to standard procedures supplied by the bank, not submitting documents on time ). Neither he nor his assistant would answer our questions along the way ( i.e. updates on the status of the loan, why numbers didn't match in multiple documents, were documents submitted, questions concerning the type of conventional loan we were underwritten for, etc. ). Frequently we were told " we don't have an answer for you yet '' or " Unfortunately all I can say is that we are still working on the loan. '' XXXX understated deadlines for completion ( i.e. mortgage insurance underwriting being able to be completed in a couple hours ) to our Realtor. The morning of closing was when he and/or his assistant submitted insurance documents for approval ( avg turnaround for approval is 24-48 hours ). Our closing was delayed multiple times due to this. Early on in the process his assistant would give false information, my guess is due to lack of experience and knowledge in the industry or with our loan type which caused additional delays and frustrations. He expressed frustration with our asking questions throughout the process including legal jargon within his contracts. He stated we were taking time away from him working on our loan. My wife sent him a message stating until he answered a question about why the loan amount was changed, I was not submitting a signed form. He called and yelled at her. During that phone conversation he threatened to not finish the loan intentionally ; my mother-in-law, who was on 3-way, heard the entire conversation. He was incredibly unprofessional and made sure that all three of us felt uncomfortable and in the dark throughout the majority of the process. We had to call Movement to speak with a colleague in his office to get answers to what the agent said " were reasonable and normal questions '' and he apologized profusely on behalf of Movement Mortgage for our experience. XXXX had the VP of Movement Mortgage, XXXX, call my wife, XXXX, to try to intimidate her over the phone 3 times ( prior to her blocking his contact number ) to remove her review from XXXX versus asking about her experience. He stated " XXXX is a good guy and your review would hurt his business '', which was more important than customer relations and the liability to the company he was in his actions towards my family.

Company response to consumer: Closed with explanation