Consumer complaint received 2020-09-18
Company: Empire Mortgage (NV)
State: NV
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
I began the process of purchasing my first home on XX/XX/XXXX with going to Empire Mortgage to find the right mortgage lender. after sending all the appropriate paper work I was pre approved for a {$270000.00} Loan. On XX/XX/XXXX my offer was accepted for a home for {$250000.00} and delivered a {$3000.00} earnest deposit check the next day. I signed the Initial Loan disclosure and the escrow process preceded as normal. I had an inspection on XX/XX/XXXX ( {$370.00} ) and on the XXXX our paperwork was sent to the Underwriter. as I started signing more loan disclosures I had to send in more bank statements. each time I asked if the loan was still on track and we were assured there were no problems. 
on XX/XX/XXXX the house appraised upon conditions are met by the seller ( {$550.00} ). On the XXXX empire inquired about a previous business that I had not reported any income from since XXXX. I explained that this was a previous business that I had closed and was no longer collecting income from as I had switched over to doing business as my self. They drafted a letter for the Underwriter and had me sign it on the XXXX again assuring us that this would not be a problem. I continue to sign more disclosures and send more bank statements. I prepare for a close date of XX/XX/XXXX but due to a misprint of my legal name on a document as well as the completion date of the follow up appraisal it is moved to XX/XX/XXXX. I received phone call mid day on XX/XX/XXXX from Empire telling me that I had to dissolve the previously mentioned company to move forward with the loan. Due to it being close to a holiday weekend I had to pay for an expedited process to ensure that I would not experience delays ( {$220.00} ). I had submitted all the paperwork requested by Empire when I asked if we had a problem I was again reassured and told that this was not a big issue and that as long as I met my income requirements we were still on track. on XX/XX/XXXX our Real estate agent got in touch with Empire explaining that we had approached the 20 day mark and that the seller was asking to Release the EMD. He asked if we were good to close and Empire told us " yes ''. again reassuring me that we were on the right track. I signed to have the check released on the XXXX and order of the Second appraisal cleared on XX/XX/XXXX ( {$150.00} ). on the XXXX I am told to send my Final bank statements, then I waited. I didn't hear anything back until I called repeatedly on XX/XX/XXXX. 
I was told by Empire that the underwriter needed approval from his manager because of a COVID-19 related issue. on the XXXX we receive word that our first loan was denied, but that our broker can get me another loan and still be able to able to get the same house. He asks the Seller if they would be willing to wait 2 weeks for him so secure another loan. he even agreed to pay the fees involved. the seller agrees to these terms on the condition that we share the loan documents with their lender. I don't hear from Empire at all on the XXXX. on the morning of XX/XX/XXXX I see the house back up for sale on the market and I call Empire. the agent with empire tells us the second loan was still in process and would take another month for approval with my income. He says I lost the Loan SOLEY because of Covid related issues. he claims I can still get my Earnest money back from the seller. He says he had no knowledge that the Homeowners backed out and that he has no knowledge of me signing over the EMD. I call my real estate agent and he tells me that he received documents from 2 loan denials and that our agent knows that I can not get my EMD back due to a prior discussion. when I call back empire the agent continues to lie to me. Stating that he never told us to sign over the EMD, and that we did not lose our loan due to his negligence. I asked Empire to help resolve this issue and get me my money back on the XXXX and they still have not given me any new information on the matter. They have now rescheduled phone meetings with me 3 times. 
I have since gone to another Lender and was informed that my loan denial was not due to covid but due to dissolving my company. because it happened only a few weeks ago, my income is now ineligible for any loan approval. Empire has had all my personal information from the begging of this process. Not only did they cost me my home and {$4300.00}, but they also told me to make improper business decisions that have made it so I do not qualify for ANY home loan for the next few years.

Company response to consumer: Closed with explanation