Consumer complaint received 2017-07-09
Company: Cornerstone Home Lending Inc.
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Monday, XX/XX/XXXX I contacted XXXX XXXX ( XXXX XXXX ) with Cornerstone Home Lending, INC. by phone ( XXXX ) to ask about how to submit a pre-qualification application for a home loan. Over the phone he directed me to his website XXXX. He stated once that is completed he will call back within a few hours with if I am approved or not. I went online and the website said results in a few days, so I gave it a few days. It is now XX/XX/XXXX, and XXXX will either not reply to communication we take to contact him, or he will briefly answer and say he will call back, yet he does not follow through with it. I am very frustrated that he will not let us know whether we have been approved or not, what the terms are, or at the least remain in contact with us. I did not submit a loan application for someone to not follow through with the process like he has. The limited interaction we have had with him is as follows : Wednesday XX/XX/XXXX : I called XXXX and the call went to voicemail which directs you to send him a text for a quicker response. So, I text XXXX at XXXX to check on the status of my pre-qualification application. After 10 days with no follow through or communication about our pre-qualification I called XXXX and inquired about the status of the loan. He said he was confused by who the referral source was and that he placed a call to XXXX XXXX and never heard back from him so he was at a standstill. He said he would make a phone call to XXXX XXXX to find out the perimeter of the program we are interested in and get back to us within 24 hours, and never returned my call. ONLY communication I had received from XXXX within these 10 days was a default email to set up my online portal to check loan status. <P/>Thursday XX/XX/XXXX : After 24 hours and no communication back from XXXX like he stated I send him a text message at XXXX, which ne never replied to. Later that evening I also sent him an email- which I did not receive a response from either. <P/>Friday XX/XX/XXXX : I sent XXXX a text at XXXX stating that I still had not received a call back from him within 24 hours like he stated on Wednesday, nor did I receive a response to my text messages or emails. In the meantime, I found out XXXX XXXX discontinued that build on your own lot program that I was initially interested in. XXXX finally made contact with me when he called at XXXX, and claimed that he told me they were up in the air about this program so that left him in limbo of not knowing what to tell me so thats why he was stand-off-ish ( which he never did inform me of ). He told me that he was confused on who XXXX was ( who we listed on as who referred us to him ) and told me XXXX XXXX never returned a phone call of his. Our pre-qualification application was submitted before they terminated the program, yet it wasnt received due to XXXX lack of follow through. <P/>On this day after I spoke with XXXX, he placed a call to my husband as well. He informed my husband he would follow up with him with additional information on home loans on Monday, XX/XX/XXXX, yet it is XX/XX/XXXX and he still hasnt. <P/>This has been an extremely frustrating process as we are very serious about obtaining a home loan, which we made clear to XXXX. He has not followed through in one way to help us obtain a loan, and if I had known that I would never have submitted my application or allowed my credit to be ran, for absolutely no reason. I need to know the status of my pre-qualification ASAP so that I can continue this process.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation