Consumer complaint received 2019-08-13
Company: PRIMARY RESIDENTIAL MORTGAGE
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
XX/XX/2019I went under contract to buy a home. 45 days to close we put on the contract because we didn't want to have issues with closing. We were sent disclosures from the lender and were told we were waiting for the appraisal. Purchase price was XXXX. Primary Residential Mortgage out of XXXX XXXX AR was our lender. We had great communication with the loan officer and then nothing. If you call the office and push 0 to speak to operator you are disconnected. If you transfer to one of their extensions their voicemails are full. After repeated calls I finally got hold of someone and found out what was being done with my file. Nothing. No appraisal was ordered and we were not yet through underwriting. I was then told our loan officer was no longer with the company and I was being assigned to a new loan officer, XXXX XXXX NMLS# XXXX. He was on it, he negotiated with the seller to get an extension, through the end of this month. Yesterday I was notified that my XXXX a year salary can not be counted because I am self employed. That makes sense to me I can understand that, however that is something I should of been told weeks ago when I had time to make other arrangements and time to shop for other loan products. I understand loan officers leave, but my issue was nothing was done with my file when that happened, my file was left in no mans land now I'm trying to switch to a different loan product but I doubt the seller will grant a third extension. When the first loan officer left there was nothing done to my file till I kept calling found out I didn't have a loan officer and quickly assigned me to a new loan officer. 1 week before closing and he pretty much had to start from scratch. When I attempted to contact the corporate office, tired of the run around, upset for the time period my file was neglected I was told they close a lot of files each month and can't be expected to look into each case. I tried to go up the chain of command and was told manger is on vacation. This is the message sent by their customer service department when I requested to speak to corporate.XXXX,I’m not sure what you think talking to one of the Executives can possibly do for you.  We close over 3000+ loans a month and they don’t really have the time to look into individual loans that’s why I am here.   You have not got final approval at this point and unfortunately cannot be two days from closing.  What resolution are you looking for so I can review your file.  We take all complaints very seriously and I am trying to understand what it is you are asking for when the file as you say is incomplete and without an approval. I need to understand what you are looking for. *That's really great they close a lot of loans each month, I only care about one. I am without a home at this time, not their problem. I have 4 children and no home, again not their problem. I get why the XXXX a year can't be counted. I just needed to know that weeks ago and not 2 days before closing. There are other investor friendly options I could of looked into. And when I want to address it with corporate, I want to speak of the business loss, loss of time and hardship their neglect has cost my family, that's fine if they are to busy to discuss. When my family is treated as a number I will find other ways to address it. Again my issue is not with second loan officer XXXX XXXX  # XXXX he sent a list of documents and was all over it when the file was assigned to him. My issue is the transition and the time period that no one was working on my file. Then I want to speak to corporate, because I'm tired of the run around and their to busy to look into it, because I'm  just another number. Their customer service agent was fine, she didn't have much time with the file, but I at this point want to speak to corporate. I already lost to much time trying to go up the chain.  I wanted to speak to corporate to see if see how I was going to be compensated for loses.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation