Consumer complaint received 2021-05-22
Company: Better Mortgage, Inc.
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Our Complaint : We were suppose to close on our refinance loan on XX/XX/2021. Two days prior to closing we asked in writing for full disclosure and explanation of differences of Loan estimate versus closing disclosure : 1 ) change in lenders credits and detail breakdown for what they were for 2 ) Why a Title Settlement fee of {$500.00} was added when the Loan Estimate never had a Settlement fee 3 ) Why 9 months of property taxes were now required versus the 8 months the Loan Estimate showed 4 ) What the aggregate adjustment was for 5 ) Was the original {$460.00} lender credit promised on Loan Estimate included on Closing disclosure as well as the additional {$150.00} credit XXXX promised? 
6 ) Why APR increased .006 from Loan Estimate 7 ) Why my application now shows I'm paying {$1300.00} in points when I locked my rate with zero points. 
8 ) We also wanted to know why we saw a rate extension request saying we asked for an extension and agreed to pay points/fees for it. ( We never agreed or asked to pay fees/points at any time during the loan process ) 9 ) I also asked to see the options for closing from our rate chart so I could make a final decision if we wanted to choose a different rate from our chart so we could receive more cash at closing which XXXX our Loan Agent promised we could have any rate option on our rate chart up till closing. 

We received half answers to some of the items above and no answers to others. We could NOT get our closing expert to call, email, or contact us at anytime within 5 days leading up to closing. Since Better Mortgage had not answered our concerns XXXX ( our prior point of contact at Better ) said he would postpone our closing till we felt comfortable and received answers. But, the closing attorney arrived at our home as scheduled on XX/XX/XXXX. We were uncomfortable signing due to not getting full disclosure on why changes in our terms took place so the closing attorney left without my signing. 

The following week Better Mortgage sent us more clarifying disclosures and offered to remove some fees and offer an additional {$150.00} lender credit for the trouble. They also sent us our rate table options. But, immediately after sending the rate table options our new closing expert told us out entire loan was voided because they accidentally sent Loan estimates instead of just rate options and that we would need to start the entire refinance application over. That was around XX/XX/XXXX. It is now XX/XX/2021 and we still have not closed on this loan. XXXX told us today that he was removed from our file last week and needed XXXX to give permission to him to be reinstated so he could help us. I don't completely understand what is taking so long but in general something doesn't feel right and I'm concerned Better Mortgage and/or its employees are not being forthright and honest. Our credit is almost XXXX and our debt ratio is good with a good income. Most mortgage companies would have been able to provide full disclosure and transparency AND close this loan within 3 weeks. Our Loan rate was originally locked in XXXX and it is now the end of XXXX. Why in the world does a mortgage company need 8 weeks to close a simple refinance?

Company response to consumer: Closed with explanation