Consumer complaint received 2016-08-10
Company: Guild Mortgage Company LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Application, originator, mortgage broker

Complaint:
I am writing to file a complaint with Guild Mortgage ( specifically the XXXX XXXX in Texas ). I was a first time homebuyer and the process of completing my mortgage and purchasing my new home was beyond challenging. I selected Guild b/c they were on the list as a lender for the Texas Homebuyer programs and Mortgage Credit Program ( and they supposedly could do both ). The process was extremely tedious and although I realize i was to be an active participant in the process, the amount of time that I had to dedicate to contacting my mortgage officer and team was extreme. 
It always seemed as if my file had not been looked at until I either called or emailed ( mostly emailed ). I was ill informed of the process and had to research extensively in order to get information regarding the process and some things were never explained to me. I was upfront about the programs that I wanted to use, however Communication was non-existent unless initiated by me, which made it beyond stressful b/c I have a Full Time job! I had XXXX closing dates, was not able to do a walk-thru on the house and did not get the Mortgage Credit Certificate, which I did n't find out until AFTER I got to the closing table and did n't see mention of it. Because of the lack of communication between my mortgage team and my realtor, I missed XXXX closing dates ( did n't even come close ) and almost missed the last one. The seller of my home was in a rush to sell and was eager to put the home back on the market, which the entire team knew. However, it still seems as if that was not urgent enough to meet the deadlines that we had throughout the loan. I was faced with homelessness each week because I had given up my lease thinking that I would be closing on my home. AND after I convinced my landlord to let me stay another 30 days, pushing back the new renters move in date, I had to pay rent for a month on a place that I did n't even live in anymore! When all was said and done, by the Grace of God, I did get my house, however, the money that I had to spend due to the missed deadlines/closings has placed some financial strain on me and my daughter. Even after I closed on the home and had moved in, the manager from Guild contacted me to ask for more paperwork, that I had ALREADY sent to them before closing. Not to mention the, the fact that Guild did n't even apply for the Mortgage Credit ( that I can no longer qualify for b/c I 'm no longer a 1st time homebuyer ) which, would have helped me by giving me a financial safety net for years to come. To top this off, After completing the survey for Guild, which I was reluctant to do because I did n't have much to say that was positive, I received an email from the manager of Guild XXXX BERATING me for giving her a negative review, after all of the stress that my loan put everyone else through. Not an apology for the stress that I was subjected to as a result of the mishandling of my file. However, I am not surprised because it is further evidence of the lack of professionalism with which my loan was handled. I am not sure if this is how your company handles all loans or, just people who use down payment assistance programs, but I 'm I am certain that this kind of behavior is not that of someone in leadership positions and can only hope that no other consumers have to endure the same issues that I have endured with this company on the road to home ownership. I believe that because I was fairly calm during the process that XXXX XXXX assumes that It is ok to berate me regarding her " disappointment in me '' regarding my comments on the survey that I completed. The proper response from her should have been an apology or no response at all. I am filing the complaint so that Guild can look into these issues and prevent further customer issues with this manager/comp in the future

Company response to consumer: Closed with explanation