Consumer complaint received 2019-09-03
Company: Supreme Lending
State: PA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XXXX XXXX Compliant XXXX Submitted XX/XX/2019 - This is a follow on to include Supreme Lending as the initial initiator of the process. 

Please note additional documentation is being attached here within this additional compliant. Both Mr. XXXX XXXX and Mr. XXXX XXXX were aware of what was transpiring behind the scenes and made no attempt to fully advise me of the process which was swapping to a new lender and nor did provide me a choice of staying with Supreme Lending or going with XXXX XXXX. 

I am requesting re-imbursement of extra money my client, XXXX XXXX XXXX, made in good faith for closing to successfully complete the process on or before XXXX XXXX, 2019. All communications indicated this was possible and would happen as indicated. Please note that this was after the initial closing date was missed on Wednesday, XXXX XXXX, 2019. Total loss of funds at this time is {$3900.00}. 
- Rent : Wednesday, XXXX XXXX, 2019 Monday, XXXX XXXX, 2019 : {$1900.00} - Deposit : Additional good faith deposit on XXXX XXXX, 2019 {$2000.00} showing desire This process was not a smooth transition from start to finish for my client and it is littered with inconsistencies from the Supreme Lending/XXXX XXXX process to which is of no fault to him. Mr. XXXX has been more than cooperative and submitted all documentation and answered any and all requests asked of him. His only fault was be patient with Mr. XXXX XXXX during the time frame of his employment while with the broker ( correct term? ). From day one, Mr. XXXX was not fully advised and unable to make informed decisions with respect to the loan process and instead, trusted the professional to serve his best interests as a customer. In the end, it is a customer service orientated putting the needs of the client before the organization. The organization and named individual failed to serve the client in their best interest. 

The initial real estate agreement of Sale for property XXXX XXXX XXXX XXXX XXXX, PA XXXX was signed by all parties on XXXX XXXX, 2019. Indication of the proposed settlement date was for Wednesday, XXXX XXXX, 2019. On this same day, XX/XX/XXXX, the Uniform Residential Loan Application for Supreme Mortgage was signed and entered into the record. 

Over the course of the next two weeks, Supreme Lending changed to XXXX XXXX. This was noted and no official communication was given to the client. During the time frame from XXXX XXXX, 2019 until XX/XX/2019, the client performed all actions requested of him to include providing statements and required documentation to both our office as the agent ( XXXX XXXX ) and to XXXX XXXX. Home inspection, XXXX XXXX documentation ( Bids and proposals ) were all received in a time manner. One XXXX XXXX, 2019, Mr. XXXX finally received his first loan invitation from XXXX XXXX for loan XXXX. 
On XXXX XXXX, 2019, the closing date of XXXX XXXX, 2019 at XXXX XXXX for XXXX XXXX XXXX property was provided, thus allowing to schedule closing times for the property ( XXXX XXXX XXXX ) later that afternoon. Additional, during the next two weeks, any and all updates requested for XXXX XXXX Loan and advised client to update bank statements, paystubs and mortgage statement for XXXX XXXX XXXX Property. Loan number XXXX were provided. 
On XXXX XXXX, 2019, XXXX XXXX advised We are looking good at the moment, renovation loans are always just a little bit harder Can you please resent the estimate and finally, tomorrow I will have to collect the appraisal fee ( {$500.00} ) XXXX XXXX. The same day, Ms. XXXX XXXX of XXXX XXXX Assigned and becomes new loan Transaction Coordinator. Ms. XXXX engaged the customer and all processes appeared normal. On XXXX XXXX, 2019 : All documentation signed by client and received from XXXX XXXX as requested by XXXX XXXX. This was less than a 24 hour turn around for both. 
Mr. XXXX was requested to pay the appraisal fee of {$500.00} on XX/XX/2019 and did so as soon as possible. On XXXX XXXX, 2019, Mr. XXXX advised that the loan was submitted to underwriting. 
Then, on Friday, XXXX XXXX, 2019, a new Loan Access invitation sent from XXXX XXXX and borrower now must resubmit all information previously sent before on loan XXXX. The new loan number is XXXX. My client was not informed by anyone that was not normal and he carried on with the process while oblivious and uniformed of what was happening. During this timeframe, of the next few days, the promises were made to ensure a clear understanding of what was happening and when the closing date of XXXX XXXX, 2019 was to occur. 
Monday, XXXX XXXX, 2019 : Sellers of XXXX XXXX XXXX XXXX agree to Rent until closing. Terms are with the expectation of no later than Monday, XX/XX/2019. XXXX XXXX representative Mr. XXXX XXXX advised this is not a problem and we shall make the date. A note from Transaction Coordinator to XXXX XXXX advised XXXX XXXX can not commit to a closing date of Wednesday, XXXX XXXX, 2019. At this time, the client was unaware this would not happen. Once he was made aware, on Tuesday, XXXX XXXX, 2019 : Buyer wrote rental check for {$1900.00} and XXXX XXXX XXXX to XXXX XXXX as an additional deposit. 
Wednesday, XXXX XXXX, 2019 : Closing on XXXX XXXX XXXX, XXXX, PA XXXX Monday, XXXX XXXX, 2019 : Client Notified XXXX XXXX ( XXXX XXXX and XXXX ) of Rental and Deposit ( from Tuesday, XXXX XXXX, 2019 note ) and stressing the importance of closing on or before XXXX XXXX, 2019 or the loss of funds will occur. Still, my client was trusting the process and was not being informed of all circumstances. XXXX XXXX, 2019 the Home appraiser Cancelled. Note the client had XXXX XXXX {$500.00} on XXXX XXXX, 2019. 
On Monday, XXXX XXXX, 2019 Conditional Approval Received and notified by MrXXXX XXXX XXXX. There was a listing provided to the customer from Mr. XXXX with reference to the listing of items requested of him. This was relayed to the customer. On Thursday, XXXX XXXX, 2019, the AFR Loan Lock rate for client secured. 
From Tuesday, XXXX XXXX, 2019 until Friday, XXXX XXXX, 2019, Mr. XXXX mainly dealt with Ms. XXXX XXXX. Updates to documentation, bids, proposals and or other pertinent information was received, and a vast amount of correspondence occurred. 
Ending this sage, on Friday, XXXX XXXX, 2019, the client closed on property XXXX XXXX XXXX Street. During this time, XXXX XXXX advised that the borrower will loose extra {$2000.00} deposit since they were not closed on XXXX XXXX, 2019 as indicated. Seller and XXXX XXXX indicated they will not entertain re-imbursement of funds due to the factors surrounding the closing and the inability to close on specified date. 
Mr. XXXX isnt seeking anything other than the additional monies he had pursue his dream of owning the XXXX XXXX XXXX street property. Without compliant, without arguing, he remained being 100 % supportive of a process that was anything but helpful to him and his family. If this were any other client, would they be so understanding and or supportive, or would they simply walk away from all the hard work that was put into what is now his home.

Company response to consumer: Closed with explanation