Consumer complaint received 2021-02-09
Company: Security National Financial Corp
State: UT
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
We are writing this complaint a year after getting into our home because we were afraid of the repercussions after reporting this issue. However we find ourselves knowing more people that this happened to and we find ourselves with the obligation to report this so it doesn't continue to happen to others. XXXX XXXX was the first loan officer we spoke to when we were thinking about selling our home and upgrading to a new one. We started with a great credit score. However, our daughter ended up being late with a car payment while we were in the process and by this time had already sold our home. We are of XXXX descent and speak little to no XXXX. We trust that people in this profession are ethical. She re-ran our credit when we were closer to our purchase and came to find out the terrible news of our credit being impacted. As you can imagine in such a uncertain time we were desperate for help and turned to her as the professional to help us figure out a way out of this mess not knowing she was about take advantage of us and our lack of understanding how the credit bureaus work. All our lives we have worked hard to maintain our credit and grow our investment with 20 years in our home without ever borrowing against it. She told us in XX/XX/XXXX that our credit had dropped so low that the only way to qualify was to pay her {$1000.00}. dollars for her to change our credit score in 48 hours. We told her that we were not able to make such a payment so she stated that she would pay {$500.00} out of her pocket to help us out and that we could give her just {$500.00} dollars. The same day she told me I gave her cash in her office for the promise of being able to fix my credit within 48 hours. She mentioned to me that we shouldn't tell anyone including my real estate agent because she was paying a third party person to fix it for us. She kept dragging us along for a while with no results. This eventually led us to finding another Loan Officer who when she pulled our credit we were fine to purchase with no problems. Opposite of what XXXX had told us repeatedly for weeks. Now we come to find out that we have a mutual friend XXXX XXXX who has given XXXX around XXXX out of pocket to buy a home. At the time she had a radio show in which she has the access to a ton of people who's dream of owning a home is one of the most important things in their lives. It's not right that someone that takes advantage of a minority unrepresented group continues to conduct business using her position to rob people and be unethical. In the end when she found out that we were going with another loan officer, she sent us a a message telling us that going with another loan officer would impact our credit because it would another inquiry, full and well knowing that people can shop their loan and be protected. We would not have known this unless our Real Estate agent informed us that it was ok. I have text messages that I can provide if needed. Please note, messages are in XXXX. Additionally she put a Home Owners insurance under our name without our authorization on a home we never bought a, d now we are in collections because we didn't find out until 3 months ago with XXXX XXXX.

Company response to consumer: Closed with explanation