Consumer complaint received 2019-10-10
Company: WYNDHAM CAPITAL MORTGAGE, INC.
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Upon submitting randing requests for rates on a refi 's, XXXX XXXX from Wyndham Capital Mortgage called me. 
He tried to complete an application via phone during the first conversation which involved pulling my credit ( which, thank XXXX I actually asked about or he would have done it anyway ) to which I told him he was not permitted to. I told him, as I did in multiple interactions, that I knew what my score was already and that I am merely looking for the best rates and understand that if they lock me in under a certain circumstance, that may change following the actual reported credit score at the time it is pulled. 
I was in a rush to take advantage of the low rates and high credits being offered and was doing my best to navigate through the different lenders. While some of the prices being quoted by XXXX were among the top being solicited I was having a hard time getting definitive answers and timely answers from him. Things got so bad after 1 day that I called to complain but I couldn't get anyone to pick up the phone on the company 's main line after literally calling about 15 times. I finally just looked up the name of another rep and got word to have a manager call me. A manager never called me that day and I was panicking as I was ready to move on the rates quoted. 
XXXX called me and emailed me multiple times after my complaint ( even though he had failed to contact me after me trying to get answers from him for 4 -5 hours - suspicious ), although a manager still hadn't. So at this point, its getting later in the day and I knew the rates may  change the next day and so I responded to one of XXXX 's emails and asked him to call me back at which point I told him we should move forward with the loan to which he replied, ... 'great, may I pull your credit score now? ' - and I said, 'yes '. 
Mr XXXX and I stayed on the phone while he tried to run appraisal waivers on my account and said his system was giving him an error so that he would work on it a little and then pick it up again the next day. I said, no problem as Ive gone through this process before and know that we have weeks to get all the # s and documents right. I also would have never said, " ok '' to him " picking up the process '' the next day if I didn't think we were locked into our rate as the rates could change the next day and I had been in a rush to get info and finalize the initial process. With that said, also note that on a previous day during our conversations I asked him to update me on the rates and he said that his company does not post rates twice like other companies unless something really really dramatic happens. And that their XXXX rates are applicable all day. For this reason, I did not ask XXXX to requote me when I told him that we should move forward and did not find it odd that he did not go over that again as we had discussed it multiple times in all kinds of correspondence. 
Come to find out the next day that XXXX had never locked us in and after sending me a text the next morning saying he was working my file, he called me to tell me rates had gone up. I said to him, yes I know that's my I '' m glad we moved forward last night. Then he told me he never locked!!!!! At that point, the credit being provided from the lender had gone down by thousands of dollars. 
We missed an opportunity to get the rate we had been watching very closely for a couple days and also had an illegal pull of my credit score done as the credit was only to be pulled for the loan to move forward. Since without a lock it can not move forward, the credit was pulled illegally. 
We tried to reason with his supervisor XXXX XXXX who finally called back after both my husband and I called XXXX to ask for him multiple times. XXXX said that because I didn't use the words, " lock me in '' it was our fault that the lock was not done. That's unfair as I am not the professional here. This company could have easily corrected this wrong from the night before and provided us the rate and credit promised, especially since if Mr. XXXX had called me the day of the incident, I would have hopefully been reassigned to another more knowledgeable and competent loan officer and avoided this situation all together. Either way, both the company and the loan officer failed in their commitment and even worse in their customer service. they also have not caused financial damage both because we have not been able to take advantage of the rates but also because they pulled my credit report under false pretenses.

Company response to consumer: Closed with explanation