Consumer complaint received 2017-09-24
Company: DHI Mortgage Company
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I 'm wholly dissatisfied with the DHI mortgage experience. I was promised a 30 day close and given CD paperwork to reflect that deadline. I was also assured that we would close at the end of XX/XX/XXXX, then the excuses started rolling in ; first they blamed that my other house had not sold, that was taken care of, then I needed 3 letters of explanation from my employers, I had to change bank account information, I needed no less than 15 different letters of explanation and some were provided multiple times to multiple parties, and at least 70 pieces of supporting documentation.
I would return all documentation promptly and often wait 2 to 3 days to even hear back from DHI employees. When they would call, it was often at XXXX on Fridays with the statement that additional documentation was needed immediately and this would further hamper my loan process if not immediately received. After returning the documentation, I would not hear back until the middle of the next week. Also, when contacted, more than once I was contacted by one individual and then when re-engaged that person was off for the next week and would be shuffled to another. No consistency on who was actually handling my loan at any given time.
In addition, I paid for a mortgage lock, but since DHI continued kicking the loan down the road, that was extended multiple times and I was charged for it. DHI should have at least eaten that cost.
Every step of the process it was stated it would only be a few more days, whereas by XX/XX/XXXX ( 20 days later than originally promised ) and several mysterious layers of approval, my loan was finally turned back on ( apparently it was shut off ) and the process started again to finally close on theXX/XX/XXXX. Many times I had asked and had another lender waiting ready to approve my loan, but was told it would be only a few more days. In truth I was being strung along to keep me at DHI. I should have followed my intuition and pulled out of the situation at the first sign of trouble and moved onto the original lender Integrity. I stayed because I believed DHI and their employees would be looking out for my families best interest. Clearly I was mistaken.
Although we received a large credit, it did n't make up for the additional {$4000.00} in expenses incurred due to DHI 's mortgage process. We incurred expenses for a month of lodging ( week at a time, due to being strung along ), additional storage truck rental, storage space rental, additional POD rental, purchasing day to day living supplies, added fuel charge, flight rescheduling, additional airline travel, and missed work for my spouse due to transportation challenges. This does n't even address the rescheduling needed for buses, a fence install, internet install, furniture delivery, to name a few. Pushing it back 3 different times also caused additional fees ( {$750.00} ) for a mortgage lock that I needed to pay although DHI was the reason for the delays.This almost drove us entirely from the home to start looking elsewhere. The irony of the situation is I was counseled by members of DHI on fiscal responsibility, but yet they were the very institution causing fiscal stress on my family. Is this standard practice!?!
Overall I ca n't remember a time I was treated worse by a service provider, let alone as a veteran. We were misled, strung along, lied to, belittled, and treated overall like our business did n't matter. This being said I would never put my name behind DHI and would tell anyone that asked that they should be avoided at all costs. The fiscal promises fall short and do not even go on to compensate for the emotional and XXXX stress caused by your organization.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX day XXXX other

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation