Consumer complaint received 2020-08-31
Company: PulteGroup, Inc.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
We filed a previous complaint with the CFPB which was closed when Pulte Mortgage responded, although it was closed before we received the response. The previous complaint ID with the CFPB is XXXX

A couple days after the complaint was closed we received the response from Pulte stating they didn't agree with us, so I called to discuss the letter provided. The response to the CFPB is factually incorrect and when speaking with the Pulte representative who responded to the CFPB, she stated that Pulte controls/chooses the timing of when an application starts by intentionally withholding six pieces of information and that this process is OK with the CFPB. They consider the application process " started '' when you speak with a loan consultant, even though after multiple attempts over 3-4 days we couldn't get in touch with anyone. 

When speaking with the loan consultant on XX/XX/XXXX, he stated they do not get property addresses as part of their " loan questionnaire '' and hold that to delay TRID timing. Our loan questionnaire required us to input our purchase agreement number which does tell Pulte mortgage exactly what property we were purchasing. They had the information and intentionally withheld that information. The representative who responded to the CFPB told me they only ask for community ID which is not correct, our Pulte Homes sales rep confirmed in an email we needed the Purchase Agreement number which we provided on the loan questionnaire.

Speaking to the Pulte rep ( XXXX ) who responded to the CFPB complaint, she stated that a Pulte Mortgage rep from the scheduling dept was only calling us on XX/XX/XXXX to setup a time to complete the loan interview with our loan consultant who would confirm all 6 pieces of information. We never spoke with a scheduler from Pulte Mortgage that I recall, I called back and left messages but did not receive a call back. Pulte mortgage states the person who called to set an actual closing date prior to us ever speaking to a loan consultant was actually from Pulte Homes, their affiliate. When we finally connected with that person on XX/XX/XXXX, she set the close date and she told us who our loan consultant was and he would reach out. We finally spoke with him on the XXXX, 7 days after we applied online. 

XXXX from Pulte told me by phone that THEY ( Pulte Mortgage ) choose the application to be complete when the loan consultant reviews the information with you, not when the 6 pieces are provided. I have worked for 4 different banks in the mortgage field  and none of them ignore information provided on online applications until you speak with someone. 

I am attaching screenshots of the loan questionnaire that confirms Pulte Mortgage has access to all 6 pieces of TRID required information from the online questionnaire. Their attempts to say they do not, is intentionally trying to obfuscate the fact through the way the questions are structured. They also provided a completed copy of our original questionnaire to the CFPB on our last  complaint, you can see it included all 6 pieces of information.

Although Pulte Mortgage and Pulte Homes are affiliated under the same parent, they intentionally try to blur the lines between who does what steps.

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