Consumer complaint received 2020-11-04
Company: PARAMOUNT RESIDENTIAL MORTGAGE GROUP
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX- XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX VP of XXXX XXXX XXXX  XXXX- XXXX  The above listed individuals ruined the opportunity of homeownership by being unscrupulous, unethical, and engaging in deceptive practices to close my home loan. I went under contract with the seller on XX/XX/2020 and have yet to close the loan as of today. My mortgage loan originators were XXXX XXXX and XXXX Mortgage. The original mortgage product was the XXXX XXXX program and was switched to FHA without my consent. My realtor began raising the issue of getting items such as title work, appraisal, and conditional underwriting being completed before my due diligence period ends on XX/XX/2020. XXXX XXXX became defensive and argumentative and reported that the only date that I should be concerned about was XX/XX/2020, my closing date. The appraisal was completed 2 day before due diligence ended and my loan was never submitted to underwriting even though I was assured that it was in underwriting. Around of the end of XXXX, my realtor filed a complaint with the corporate office due to combative behavior from XXXX XXXX and the lack of movement of the loan process. My realtor received a call from XXXX XXXX who revealed that XXXX and XXXX did not get along and that XXXX XXXX had requested his assistance to expediate the loan process my making XXXX XXXX do her job, but he ( XXXX XXXX ) was too busy to address the issue. XXXX XXXX was unreachable for an entire week via email and would not return any of my telephone calls during this time period. I was informed that she had quit. In actuality she transitioned to a different Paramount Residential Mortgage office and had no intentions of completing my file. A week or two later she began communicating with me again via email requesting documents. Those documents were submitted in a timely manner. The closing date of XX/XX/2020 arrived and my loan had not been submitted for underwriting. There was no explanation or apology. My loan was sent to underwriting on XX/XX/2020 and I received conditions on XX/XX/2020, eleven days after my closing date. This is where I also learned that our rate was never locked. XXXX XXXX provided me an extensive list of conditions with no instructions. I submitted the conditions the same day. I was informed the next day that the conditions should have been on a company form that was never provided to me which wasted another critical day. I constantly requested updates and was told blatant lies. 
I received the closing disclosure on XX/XX/2020 with a closing date of XX/XX/2020. The closing was scheduled, and my loan packet was never submitted to the closing attorney. XXXX XXXX contacted the closing attorney after closing time had passed. When I reached out to XXXX XXXX, I was told that it was still in underwriting. I informed the entire team that my family would be displaced if this deal does not close. I received additional conditions that I satisfied. On XX/XX/2020 I contacted the team to get the status of underwriting and was told there was a glitch with the system that they had to resolve. Paramount Residential Mortgage contacted the closing attorney and scheduled the closing for XX/XX/2020 in the afternoon. The seller showed up and signed their forms and once again my loan packet was never submitted. My numerous emails to XXXX XXXX and XXXX XXXX went unanswered. I call XXXX XXXX and he informed that he thought the glitch was resolved and that he would look into and update me. I contacted XXXX XXXX later that evening and was told that my loan was approved but kept switching from approved to a different status when XXXX XXXX would attempt to submit the forms. XXXX XXXX then informed that could not use the funds in my account for closing and needed a gift of {$6700.00}. This was at the last minute. Thankfully I was able to obtain the gift, submit the letter, and the banking statements within a matter of hours. I continued to request status updates and was given the same lie about it being in underwriting again. XXXX XXXX then requested a new gift letter that stated {$8000.00} and the {$12000.00}! My gifter was reluctant and I requested more information as to why the gift amount needed to reflect an amount that was not accurate. XXXX and XXXX informed me that the new amount showed the reserves in my account. I was dumbfounded due the gift account not being my account. No one on the team could make this make sense to me or my realtor. When requesting another status update, XXXX requested a {$20000.00} gift letter and credit card statements. This is the point where I refused to produce fraudulent documentation and requested clarity on the request. Needless to say, no one on the team responded, and as I type this letter on XX/XX/2020, my family and I have been displaced. Paramount Residential Mortgage does not care about my familys displacement and have effectively ghosted and abandoned my family and me. Paramount Residential Mortgage has made It almost impossible to get approved by another lender due to pulling my credit over 7 times during this process which caused my score to significantly drop. There were multiple people in leadership on these correspondences which included XXXX XXXX, Vice President, XXXX XXXX XXXX manager, XXXX XXXX, regional manager, and XXXX XXXX, divisional manager. None of the members in leadership appeared to care that the deal was not working and that my family and I was about to be displaced. We are heat broken. 
Major issues : File did not go to underwriting in a timely manner Rate was not locked before closing date PRMG was not honest about my conditions PRMG attempted to force me to engage in deceptive practices ( inflated gift letters ). 
Causing my family and me to be displaced Not closing the loan Being out of {$3500.00}

Company response to consumer: Closed with explanation