Consumer complaint received 2020-11-09
Company: LD Holdings Group, LLC
State: SC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
I switched to MTH mortgage on XX/XX/2020 after having a bad experience with XXXX XXXX XXXX. There was a lack of communication provided to me from XXXX XXXX XXXX. I was told by MTH that communication would be better and that could get me to the closing table. I began signing disclosures on XX/XX/2020. By the first of XX/XX/2020 the conditional approval was made. All conditions were met within 3 days. Our closing date was XX/XX/2020. Our loan officer quit MTH on XX/XX/2020. The regional manager took over and communication was stalled untilXX/XX/2020 after my sales agent reached out to my loan processor. 

Shortly after taking to Sales agent, The loan officer called me. The loan asked me a few questions, and made a few comments that both I and my supervisor thought was disrespectful ( making comments about my student loans being high. My supervisor made a comment that the loan officer would never talk to a man that way. ) During the remainder of this phone call on Tuesday afternoon the loan officer asked me to have my employer provide something showing my pay for the month of XXXX we get paid monthly ( a month after the hours that were worked ). He also asked me to provide him with my student loan repayment plan to help with the XXXX. I followed up with The loan officer on Tuesdaywhen I got off at 3 to learn that he had received all of the requested documents and would send them to the underwriter on Wednesday. He also mentioned that we should know something on Wednesday or we would try to send everything to another preferred lender. 

On Wednesday, I did not hear from the loan officer until I called him at XXXX XXXX. During this time he told me that he has not yet submitted anything that he was trying to wait and see if he had talked or the underwriter, so there was no update. He then proceeded to ask me if I was interested in a house in Phase II. The question upset me for multiple reason. # 1 being we have worked very hard to stay on this lot. # 2 it didnt make sense to me that I was being asked to switch lots when we were in underwriting. After it was all said and done I did apologize to loan officer for the way I handled the conversation, it was completely out of character for me. And I realized he was dealt a bad stack of cards when my other loan officer left MTH. At the end of the conversation the loan officer told me again we should he something tomorrow.

On Thursday, I reached out to my sales agent and he did not have an update. The loan officer called me with an update that the underwriter wouldnt be able to approve my file, and he asked permission to send my documents to the other preferred lender tomorrow ( Friday ). I agreed. He assured me that we would know something by today.

I didnt hear anything from him Friday. After lunch I reached out for an update and he was unable to provide me with an update. When I got off work I reached out again. When The loan officer called he told me that he was unable to get me approved. I said okay and we got off the phone.

I called back to ask for more clarification. The numbers the loan officer were giving me were not accurate numbers and nothing was making sense. I am new to the home buying process and simple would like to better understand, so that I can move forward. We talked for about 3 minutes looking at figures and the loan officer began rushing me off the phone stating that he had other important phone calls to make and he would have to follow up on Monday. I stated to him at this time that I have allowed him to push me to the back burner all week. ( Explained to him that every time he told me he was going to do something it was always followed by tomorrow. Then tomorrow would come and I am having to remind him ). And yet again, instead of taking the time to explain things to me, he began spelling ( literally ) words out for me as if I am not able to comprehend him. This disrespect, and lack of customer service for obvious reasons upset me. During this time I asked the loan officer for the person that he reports too. I firmly believe that if he can not take the time to provide me with update and information on my file, then I would like someone who would. I still dont understand why I did not qualify, especially since the loan officer told me the preferred lenders as able to get me referred eligible and told me today my XXXX is 51 % and I was told that with FHA I have to be below 55 %. I still on Monday XX/XX/2020, do not have an understanding of what happened with my loan. 

This should have been the best time of my life. There have been many moments that I qualify as amazing, however, the last two weeks of dealing with My current loan officer has been the worst. It has definitely been a learning process for me It is my firm belief that anyone in customer service, should never behave in the way that my loan officer has. It is a poor reflection on MTH as a whole. It also discourage new home buyers to pursue homes.

Company response to consumer: Closed with explanation