Consumer complaint received 2016-02-21
Company: Movement Mortgage LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Credit decision / Underwriting

Complaint:
Company provides false advertisement and mishandles loan process. 
My husband and I was pre-qualified for a home loan by XXXX XXXX with Movement Mortgage on XXXX. The loan papers was signed by us on XXXX got them back to XXXX on XXXX he even praised us for getting everything to him so quick, my husband ask XXXX about the loan because we wanted to know before we put money out on an appraisal ( and Inspection XXXX said we were good. I emailed XXXX the homeowners insurance information on XXXX. All was going good XXXX emailed us XXXX and told us our file will go to the underwriter shortly and he would call us later that day. Next thing we know we got an email from a XXXX XXXX on XXXX saying that the appraisal went up to {$500.00} she emailed us the form to sign for the change ask if I email to XXXX or her she said to her. At that time we did not know XXXX was no longer with the company. On XXXX email from XXXX appraisal show no repairs needed we are good to move towards closing. On XXXX got email from XXXX saying congratulation you have received conditional approval on your mortgage file just need XXXX XXXX, evidence of homeowners insurance ( which she already had been sent ) and explanation of deposit for {$3700.00}. Faxed all of that to her the same day. We were told to have utilities turn on for our closing date of XXXX all seem to be going good had to pay {$310.00} for that, had given our notice then the night mare started everyday several times a day we would get an email from XXXX mostly asking for things we had already faxed to her. We got an email from her again saying need to refax bank statement which was not clear and XXXX job verification not received once she got that she could clear our file took care of that the same day. Then she sent email saying homeowners insurance doc missing it was always something then we got denied. Excessive obligations in relation to income. They say they exist to love and value people and that they underwrite in 7 days. They stole our dream retirement home because someone was incompetent. XXXX was great, XXXX did n't even have the guts to call us to tell us we did not get approved we had to hear it from XXXX she called him he do n't even work for the company any more. XXXX could not understand why she did n't call us she would not even answer my emails. This is a horrible nightmare. They even extended the closing date with XXXX knowing we would loose {$1000.00} to the sellers if we did not close by XXXX. We were so frustrated because she kept emailing asking for stuff we told her we were done she told us oh no we have come so far last thing we need is for you to file XXXX taxes we did exactly what she said and agreed to changing the closing to XXXX we had no ideal we would not be approved we are out of so much money, {$500.00} for appraisal, {$280.00} Inspection, {$1000.00} deposit to sellers {$1100.00} deposit on the place we rent and funds to find a place and more. The CEO XXXX XXXX said in the video on their web site they exist to love and value people that is not true its all a sham and our dream was snatched from us and was sent into a night mare. XXXX said when he left Movement Mortgage he thought our loan was in good hands if he had of know this was going to happen he would have stayed until our loan was done he said our loan was good to go when he left. Somebody screwed up and we got messed over. XXXX told us the underwriter would not us my husband overtime then she said they would but he would need XXXX and XXXX check stubs to show consistence, my husband jumped up in the middle of dinner drove to his job printed out some check stubs from XXXX through XXXX which all show his over time we faxed over to her when he returned home. That still was n't enough she then told us to have XXXX taxes done to show rental income have IRS stamp. We had taxes done denied after all

Company response to consumer: Closed with explanation