Consumer complaint received 2021-02-05
Company: Liberty Home Mortgage Corporation
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I applied for a mortgage through Liberty XXXX and talked to a Loan Officer, lets call him E. He reviewed my financials, and he provided a letter on XX/XX/XXXX, for XXXX which I clearly understood the pre-approval was no guarantee. I advised this was going to be my primary address as I did not have a primary address. I started uploading the required docs days prior, on XX/XX/XXXX, to their online portal. At that time, all they required was XXXX, and paystubs which I provided, and he stated they had everything that they needed. He advised he was going to write a letter to my broker to confirm that I was placing 20 % down. On XX/XX/XXXX, he returned asking for additional information and to quote, I appreciate your due diligence and fantastic communicationHis loan officer then asked to verify employment wow, weeks after this started and only now he wanted to verify employment. He called my work, and they sent over letters, he called again, and they followed with more letters. On XX/XX/XXXX, I quote. my apologies, I mixed up the conditions that are my responsibility which once again, delayed this provider from their basic tasks. As he stated on XX/XX/XXXX well over a month since this process began, I am sorry for the confusion to me, having dealt with other loan officers for previous properties, E. is definitely not properly trained and the underwriters cant keep their files organized. On XX/XX/XXXX, he stated that he has everything that they need ready for closing. However, as common with this company, on XX/XX/XXXX they then pulled the rug and ask for additional paperwork. On XX/XX/XXXX, I locked my rate. XX/XX/XXXX, another letter to underwriting confirming my fully owned condo address which they had for a month, perhaps lost. 
XXXX XXXX asking for more proof of funds. On XX/XX/XXXX he stated in an email that the rate changed as corporate and I quote, unbeknownst to me changed the residence from primary to investment which I never authorized. However, although E stated nothing could be done due to time, I advised that I was going to be living in the unit, and continued with more documents. I had 30 % free and clear in my account and over an XXXX score for credit. He started he was ready to close and I faxed over a notarized POA due to Covid-19, I could not be at the signing. He agreed. However, then he asked for more funds. Due to time that it would take to transfer the money from another investment account, I called in a family investment and received a gift to cover the excess well over anything I had to do for my prior properties. He asked for more documents and then stated he only needed one more statement and he was good to approve and ready for closing ( not the first time I heard this from E ) I provided that statement. After a day of not hearing back from him, I received an email after messaging my real estate agent and Es response, he stated that sorry, the property was put through as an investment not primary and gift funds are not allowed. One day prior he had me, along with my family member, scan and email him the 60 days worth of statements, and yet one day later he decides to tell me, the rules once again have changed! Now, the seller is rightly frustrated, and E claimed it was my fault and Im out my escrow. I was clearly misled at every step of the way with E and Liberty Mortgage.

Company response to consumer: Closed with explanation