Consumer complaint received 2021-12-13
Company: Mortgage Research Center, LLC
State: KY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
In XXXX of XXXX, I received a pre-approval letter from Veterans United ( attached ) stating that I was approved for an FHA Loan for {$400000.00} with a down payment of 3.5 %. Although I'm a veteran, I do not qualify for the VA home loan because my time was most XXXX status even though I did have XXXX XXXX time during XXXX XXXX XXXX, I was XXXX and got out of the service early, with an XXXX XXXX. I did not have enough time on XXXX XXXX to meet qualification for the VA Home Loan although I am a XXXX veteran. This is another separate issue that is wrong on so many levels. 

I went under contract with a builder in XX/XX/XXXX and put down a total of about {$22000.00}. In mid-XXXX XXXX, I received notification from the builder that my scheduled closing date would be XX/XX/XXXX so I notified Veterans United immediately. On XX/XX/XXXX, I sent and email to my Loan Officer, XXXX XXXX, to let him know that I noticed many inaccuracies on the information that was not there before. One of which was the fact that it was requiring me to put down over an additional {$20000.00} ( I don't have the exact amount anymore because when I logged back into my Veterans United account, all of my information was no longer there including communication, documents that I uploaded, and documents that they shared with me ). XXXX XXXX stated that he would get back with me but did not immediately but instead a received an email stating that I needed to verify how I was going to pay the additional down payment. I was confused and when I finally did talk to XXXX he was extremely rude and said very unhelpful. He told me that the information had been like that for the last six months however it was never communicated to me and I could've have easily made them aware that I did not have that type of money. I received several calls from Veterans United, from other employees checking on my status of my house and checking in and no one mentioned additional money needed towards down payment. After all, from my understanding, the pre-approval stated 3.5 % down and I had already given the builder more than that which would be used for the down payment but it was still less than the nearly {$40000.00} that was needed. XXXX treated me like XXXX and then stated that I should have known that there was a cap for FHA Loans, which I had no idea and never even heard of until he mentioned it. He stated that he would look at conventional loans but then stated that I did not qualify and did not give me a reason why. And there was no proof that anything was formally filed for the conventional loan as when I did still have access to my account, it stated that the loan was an FHA loan. I then received an email, stating that my loan was denied. When I read the attached letter, it stated that I spoke with XXXX over the phone and that the reason was : Applicant 's decision. I never talked to XXXX on that day as he wasn't returning my phone call. When I did talk to XXXX, he explained that because I wasn't able to bring the additional money to the table, then that's why it was my decision ( see email below ). Which I totally disagreed with and he continued to be rude to me. I asked to speak with a supervisor and he refused to give me his supervisor 's information. 
I then called into to customer service and tried to get XXXX XXXX supervisor 's information but instead I was transferred to the Client Advocate, XXXX XXXX, who stated that he was XXXX 's boss but I later found out that this was inaccurate. I spoke with XXXX on XX/XX/XXXX and told him the situation and he stated that he would get back to me within an hour. He did not and did not immediately return my calls or emails. I finally received a call back from him and he stated that my options were to : 1. ) get a second loan for the down payment 2. ) get money from family members 3. ) go with a different lender ( see email below ). At no point was there any accountability from Veterans United Home Loans for their actions nor any true attempt to rectify their mistake. I talked to XXXX over the phone and I asked him if I could talk to his supervisor. He told me that he didn't have a supervisor. He then said that he and his boss looked over the file and that's how they came up with the suggestions. I then asked XXXX, " I thought you said that you didn't have a supervisor? '' He said that he mentioned that he was referring to his colleague which they work together in the same department. I continued to ask to speak with his supervisor as he adamantly stated that he didn't have one. I then mentioned contacting the President of the company and he stated that I could do that but it doesn't matter because the President doesn't talk to their customers and would only send the complaint back down to him for him to look into and they would give the same response so I would be wasting my time. After a long conversation of getting no where, XXXX was obviously frustrated and did not want to talk with me anymore nor give me any additional options. He then said that he would have his co-worker contact me on Monday so that he could tell me the exact same thing that he had been telling me. I told him that I wanted to hear from the president or CEO and refused to give me that information but repeated that his co-worker would call me. 

On Monday, XX/XX/XXXX at XXXX am, I received a text " Good Morning XXXX, XXXX her ( XXXX ) your concierge. Just wanted to touch base and see how you were doing. -XXXX XXXXXXXX XXXX I responded back five minutes later, " Good Morning XXXX XXXX I'm still waiting to hear back from Mr. XXXX XXXX or either XXXX or XXXX XXXX as I asked to speak with the next level supervisor. '' I have not received any further communication from Veterans United Home Loans. Below are email correspondences and I have attached my corresponding documentation. 





Email : XXXX XXXX XXXX Fri XX/XX/XXXX XXXX XXXX I report to XXXX XXXX here at our company. The list of options I provided to you was the list we both came up with. 



I will have him reach out to you on Monday. 



XXXX XXXX Client Advocate XXXX | XXXX ext XXXX | XXXX ( fax ) | XXXX ( cell ) From : XXXX XXXX XXXX Sent : Friday, XX/XX/XXXX XXXXXXXX XXXX To : XXXX XXXX XXXX Subject : [ EXT ] RE : Veterans United Client Advocate Information Can you please call me when you get a chance? 







Sent from my XXXX -- -- -- -- Original message -- -- -- -- From : XXXX XXXX XXXX Date : XX/XX/XXXX XXXXXXXX XXXX ( XXXX ) To : XXXX XXXX XXXX Subject : RE : Veterans United Client Advocate Information I apologize for the delayed response. I have a few suggestions to help our situation : -A second loan for the down payment ( I am working with your Loan Officer on this ) -Gift funds.Do you have any family members that could help? 

-Builders preferred lender Each lender has different qualifications. You are welcome to check to see who the builder recommends as well. They may have a better option for you. 



Have a great weekend. Talk soon, XXXX XXXX Client Advocate XXXX | XXXX ext XXXX | XXXX ( fax ) | XXXX ( cell ) From : XXXX XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX  To : XXXX XXXX XXXX Subject : [ EXT ] RE : Veterans United Client Advocate Information Hi XXXX! I just wanted to touch base with you to see if there were any updates? 







Sent from my XXXX XXXX- -- -- -- Original message -- -- -- -- From : XXXX XXXX XXXX Date : XX/XX/XXXX XXXX XXXX ( XXXX ) To : XXXX Subject : Veterans United Client Advocate Information cid : XXXX Connect with us cid : XXXX cid : XXXX cid : XXXX cid : XXXX XXXX XXXX Client Advocate XXXX XXXX ext XXXX XXXX VeteransUnited.com XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX Veterans United Home Loans XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, MO XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent XXXX Wednesday, XX/XX/XXXX XXXX XXXX To XXXX XXXX XXXX XXXX Subject : Re : XXXX XXXX XXXX  purchase Well, it depends on what you need. If you want to purchase the home then Im happy to get that done for you. And I would be who you should talk to. Is there something else, your needing? 

On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX XXXX wrote : Who is your supervisor? 



Sent from my XXXX  -- -- -- -- Original message -- -- -- -- From : XXXX XXXX XXXX Date : XX/XX/XXXX XXXX XXXX  ( XXXX ) To : XXXX XXXX XXXX XXXX : XXXX, XXXX XXXX XXXX XXXX : Re XXXX XXXX XXXX 's purchase I am a supervisor. What can I assist you with. 

On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX XXXX wrote : XXXX, Can you please provide me with your supervisor 's information? 



Sent from my XXXX  -- -- -- -- Original message -- -- -- -- From : XXXX XXXX XXXX Date : XX/XX/XXXX XXXX XXXX ( XXXX ) To : XXXX, XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX : XXXX XXXXXXXX XXXX purchase XXXX, I know you reached out concerned about the withdrawal notification. As I mentioned. You are definitely qualified to complete this purchase as an FHA. However, you let us know that you were not able to make the downpayment. So I withdrew your file after asking you if youd like to check out a conventional loan and the downapyments associated with that. 



Unfortunately, your file does not qualify as a conventional file. So we would have to go with an FHA loan if we want to qualify for this purchase. 



I am more than happy to open your file back up as an FHA file, but the loan estimates would be very similar to where they were on all the previous loan dislcosures. 



Please let me know if youd like to proceed. 




XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX ext XXXX XXXX VeteransUnited.com XXXX ( fax ) XXXX ( cell ) Veterans United Home Loans XXXX XXXX XXXX XXXX XXXX, MO XXXX XXXX Email : XXXX XXXX XXXX Fri XX/XX/XXXX XXXX XXXX Im in meetings today. You can email me today. Or you can call your loan coordinator to go over any changes you need. 

On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX XXXX wrote : I went through the loan review document and I noticed several inaccuracies or things that I have questions about. I would like to discuss this as soon as possible.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation