Consumer complaint received 2018-04-08
Company: WYNDHAM CAPITAL MORTGAGE, INC.
State: FL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Closing on a mortgage

Complaint:
Wyndham Capital Mortgage : We are having a big problem with Wyndham Capital Mortgage. They are not delivering as they claim. We were scheduled to close on the house we are buying on XX/XX/XXXX at XXXX XXXX. We went to our closing appointment as notified. On the afternoon of XX/XX/XXXX, XXXX XXXX XXXX informed us that since I wasn't going to be able to attend to the closing, I needed to execute a POA authorizing my son, XXXX XXXX XXXX to act for me and sign. And that Wyndham Capital Mortgage was going to release said document when we were approved for the closing and that the original, already executed, should be at the XXXX XXXX XXXX offices at the moment of the closing on XX/XX/XXXX at XXXX XXXX. 

On XX/XX/XXXX, I called the Title Company and they did not have the POA yet. XXXX XXXX XXXX, representative of XXXX XXXX XXXX emailed XXXX. XXXX XXXX from Wyndham Capital Mortgage asking for an update on the POA for the scheduled closing the next day. XXXX XXXX reply " Yes, I just received the approval. Please also send me a copy once is executed. '' I was urged to execute the POA and have it in the title offices before the closing at noon the next day Friday the XX/XX/XXXX at XXXX, which I did. The document arrive on the aforementioned day at XXXX XXXX, my son and his wife XXXX XXXX arrived on time for the closing and to our surprise, the Title company do not received from Wyndham Capital, the CD package for our closing nor even inform with a call or an email. XXXX XXXX XXXX from XXXX proceed to call and tried to talk to XXXX XXXX XXXX but she was nowhere to be found, couldn't reach her. Again, called and talk to XXXX XXXX XXXX who also was working with our closing. XXXX XXXX said that the closing wasn't going to be today ( XX/XX/XXXX ) but on Monday, XX/XX/XXXX. If XXXX from the Title Company doesn't call, nobody would have known that there wasn't going to be a closing on the scheduled day. 

In view that Title Company Representative was informed right there about the postponing of the closing, she requested XXXX XXXX from Wyndham to talk to XXXX and explain the reasons. My son overheard XXXX saying she did not have anything to talk with him and hang up the phone. Very, very unprofessional and bad attitude towards the other industry business and us clients. 

I have to say that XXXX XXXX from the Title Company walk the extra mile trying to complete the closing transaction but never received support from Wyndham Capital. They left her without the CD ( paperwork ) and without an explanation to give us. They set us and XXXX XXXX XXXX for FAILURE. 

We would like to claim what they offer in their guarantee. When XXXX contacted Wyndham Capital Mortgage to work with us in buying the house they gave us a document regarding the ir guarantee. It says : " On-time Closing Guarantee '' stating that their loan process was seamless and that if Wyndham is at fault for missing our closing date, they would pay up to {$5000.00}. 

XXXX XXXX XXXX talked with XXXX and he did not had a clue of what was going on. As a matter of fact he said, he was going to talk to his boss to see if he could award us some money for this hardship. Right there, XXXX XXXX accepted they did it all wrong, if not how in the world he was going to intercede for us? 

Now, after he consulted his boss, he and also XXXX XXXX are trying by all means to make us look like we did not comply and we do not deserve the money offered by Wyndham Capital if their " seamless closing process '' doesn't go through on the appointed day. We comply with everything they ask from us within 24 hours. 

We have every email sent from Wyndham to us and to the Title Company and every statement XXXX XXXX and XXXX XXXX sent. We refuted their communications with their own emails. It is obvious and clear, somebody dropped the ball along the line and it wasn't us. Why Wyndham release the POA if it was not approved? Why did XXXX XXXX XXXX said to Miss XXXX XXXX from the XXXX XXXX XXXX and I quote I just received the approval, send me a copy once is executed Why was I rushed to produced an executed POA and put it in XXXX, FL in a matter of hours if the closing wasn't going to be the next day ( XX/XX/XXXX? Why we were invited to the Title Company office for said closing?

We were schedule for our closing on XX/XX/XXXX at XXXX XXXX because yesterday ( XX/XX/XXXX ), the Title Company received an email from XXXX XXXX stating and I quote I just received the approval, send me a copy once is executed This in reply to a previous email from the title company requesting the POA which was going to be released by Wyndham when the closing was approved. So we were approved. XXXX and XXXX went to the office to finalize the deal. 

Wyndham Capital Mortgage messed up big time. This is the second closing going to the third we missed with you. We let pass the first time but not this one. Enough incompetence is enough. 

I regret very much starting this business with you. It is clear you dont know what you are doing. You are making it really hard to the customers and to the Title Companies in the industry too. Now we know we can't also go to XXXX XXXX for that matter. They are the same. They certified Wyndham.

Wyndham Capital Mortgage has to get their act together or be singled out in this industry. Period. 

Hurt customers, XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation