Consumer complaint received 2021-12-05
Company: Geneva Financial, LLC, Chandler, AZ Branch
State: NV
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
To whom it may concern, I have a complain against a mortgage company/lender ( XXXX XXXX XXXX XXXX XXXX  ) that I started a home buying process with as well as the XXXX mortgage company ( XXXXXXXX XXXX XXXX which pulled my credit without authorization. The lender provided me an inaccurate preapproval. Which stated I had been pre approved for a mortgage so, I completed the process and paid a {$7000.00} earnest payment to the seller .... which I was fully aware was only refundable within 3 days period. I was not concerned due to the fact I was " preapproved ''. I've come to find out that the pre approval was not valid or I should say the preapproval amount was not correct which put me in a dilemma because based on the pre-approval I was advised of I completed the paperwork with the builder and also provided to earnest payment. I was confident that this lender had provided the accurate information which is why I moved forward and as well why the seller moved forward with me completing the documents. Days later after the lender was unresponsive I found out this lender moved on to a new company as well as running my credit XXXX weeks later from the initial pull, which I did not agree to. I did not sign any documentation with the new company, so that illegal. I had to call her to find this out after seeing my credit was run via a credit alert. She then advised, oh I forgot to tell you I'm with a new company. I didn't agree with moving on with her nor did I agree with her running my credit again XXXX weeks after initially pulling it. I had no idea this lady was moving she never advised me again I had to contact her to find out she was with the new mortgage company. I then proceeded to follow up with the initial company asking them if I could continue with them since I was already preapproved they were totally unaware that she was leaving the company at that time. Moving forward the seller tried to assist me with getting Approvals through different lenders to no avail, which now at this point because I was missed advised I'm at a loss. 

The XXXX new lenders were not able to finance me which I totally understand but now because of all the errors and misinformation from the initial lender, I'm losing out on my earnest payment???!!! I completely understand that the seller has no obligation to refund my earnest payment but the lender created this mess and I want my money refunded. I've contacted the initial mortgage and spoke with XXXX in servicing and the branch manager XXXX XXXX advising them of what the agent has done. The branch manager advised they were aware she was making mistakes stating this is XXXX of the reasons she is no longer with the company and they advise they would try to help as best they can. He also provided me the direct contact of the President if the company XXXX XXXX... this is a formal complaint against this agent XXXX XXXX and company XXXX XXXX and XXXX XXXX. This has been a horrible experience, XXXX lenders later to be told they have no idea how she got me preapproved?? Basically the earnest payment would have never been made if she didn't give this inaccurate information to me and the seller. Now I'm out of a large amount of money because this agent did not know what she was doing! 

Thank you.

Company response to consumer: Closed with explanation