Consumer complaint received 2017-12-22
Company: Lenox Financial Mortgage Corporation
State: WA
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
I contacted XXXX XXXX Rep. XXXX XXXX around XXXX XXXX about starting a VA home loan on our house. XXXX said that here would be no closing costs due to the fact that I am a XXXX XXXX XXXX XXXX. XXXX said that we could also pay our taxes and home insurance ourselves. XXXX was wrong from the start. The VA does not allow these options! XXXX XXXX was a terrible rep. from the start of this process. XXXX then told us that we had to give him a credit card number to get our home appraisal and the charge would be XXXX. He said that XXXX XXXX would pay us back because XXXX said that because I am a XXXX veteran I would not have to pay any closing costs or appraisals. XXXX had us sign electronic documents and these documents stated the loan will be at 3.83 %! We finally got the appraisal done and XXXX said that by XXXX XXXX we will close the loan! We got a extension from the home owner in Florida to extend the deal till XXXX XXXX because we flew to Florida on XXXX XXXX. From XXXX XXXX thru XXXX XXXX nobody called us from XXXX XXXX even thou we called them every day! XXXX XXXX XXXX - XXXX XXXX 's manager called us only again after we called XXXX XXXX to tell us that XXXX XXXX had medical issues! Why in the world did XXXX not transfer everything 7 days earlier while we are in a hotel with a rent a car! Again nobody called us during this time! XXXX XXXX said he would help us then he went on vacation and again nobody called us! Finally XXXX XXXX took over and again only after we called them! XXXX called us and said he messed up the electronic documents and said he laughed and said that the loan is now 4.25 % and I told him to never call me again and that he and XXXX XXXX are liars and cheaters. We called XXXX XXXX again and said how in the world do you people run a bank that treats people like this and he said the president would help us out. The next day XXXX said that they had to put closing costs in the loan and it would still be 4.25 % and this is terrible! XXXX said that we had to sign electronic doc 's again and wait 3 more days! Then on Saturday XXXX XXXX a notary came to our hotel and we signed doc 's for 1 and 1/2 hours! Then XXXX said we had wait 3 more days!! We were told again by XXXX XXXX that we could close by Wed XXXX XXXX this after we extended the purchase contract 3 times!!! I called XXXX XXXX personnel and said where in the world is the money and they said by Friday and I said that if we do not have the money Thursday morning the seller will not sell us the house! We had to go thru all of this due to XXXX XXXX  personnel were very poor workers and terrible management! We finally got the money to the title company FRIDAY at XXXX XXXX - Florida time! Only after I called them many times to get this done! How in XXXX 's name does any bank treat their so called customers like this! We extended our plane tickets, we had to pay hotel bills rent a car, food etc. We had to do everything in 4 days before we flew home to keep my job! We had to pay people in Florida thousands of dollars on work we could have done ourselves. XXXX XXXX personnel were absolutely worthless! We were lied to about the loan being 3.83 % now 4.24 % - we need it to be 3.83 %! We were charged XXXX for a home appraisal and had XXXX XXXX fight XXXX XXXX to get this charge back! XXXX XXXX added another XXXX to the loan for another charge from the original appraisal and Lenox said they put that in the loan and we need that taken out - we are not supposed to pay appraisal or closing costs! We stayed in a hotel for over 2 weeks and we were told by XXXX XXXX 3 days - we want reimbursement for this and rent a car food etc. XXXX XXXXXXXX has told us XXXX XXXX terminated from XXXX XXXX! 
XXXX XXXX quit or was fired! 
XXXX XXXX XXXX XXXX XXXX XXXX had us sign ELECTRONIC DOC 'S! 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I sent all of this to her to get XXXX XXXX to address all of these problems! 
XXXX XXXX again told us in XXXX that XXXX XXXX would look into all of this! 
So far now XXXX XXXX nothing has been done and this all needs to be addressed so no one will have to go thru this XXXX again!

Company response to consumer: Closed with explanation