Consumer complaint received 2015-08-11
Company: Flatonia Investments, LLC
State: SC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Settlement process and costs

Complaint:
Envoy Mortgage had delays in processing our mortgage which caused a delay in closing resulting in additional moving expenses and severe inconvenience. 
Envoy mortgage had our loan since XXXX of 2014. When we stressed to XXXX XXXX on NUMEROUS occasions ( verbal, email and text ) that we wanted this closing to go smoothly. XXXX XXXX assured us that everything would be on schedule. We would check in with him often to make sure things were on track and he always assured us all was good. We were scheduled to close on our house XXXX XXXX at XXXX. On XXXX XXXX which was a Saturday we received an email that said that Envoy had just submitted our loan to the underwriting process. Now considering this is my XXXX house that I have purchased I know that an underwriting department needs more that 3 business days ( monday the XXXX-Wednesday the XXXX ) to give final approval and get docs prepared for an attorney to close. My wife and I were immediately concerned when we received this email. My wife XXXX started contacting XXXX and he said they are cutting it close but he said it should all work out on time. By Wednesday the XXXX we were still under the impression that we would close on time at XXXX on the XXXX. XXXX XXXX was asking us for all types of documents to be provided during these last few days. All of which could have been provided at any point during the 7 months that they had our loan. We have XXXX XXXX children ages XXXX, XXXX XXXX, and a XXXX month old baby. We had babysitters lined up for our children for the original closing date on the XXXX and the planned moving times on the XXXX. Since nothing took place at the planned times, our children were with us for the closing and the entire moving process. Every appointment that we had lined up to deliver refrigerator, install blinds, internet, satellite tv, garage door opener, alarm system, etc had to all be rescheduled for later times. Again I want to stress that Envoy had our loan since XXXX of 2014 and had ample time to make sure this happened smoothly as promised. Someone clearly made mistakes and we were left to deal with the stress and expense. Our moving company is called XXXX out of XXXX NC. They had about XXXX of our belongings in their storage warehouse since XXXX XXXX when we moved into an apartment to wait for our house to be built. In early XXXX we locked in the dates that we wanted them to pull our belongings out of their storage and load it onto their trucks for our move. The dates we chose were for them to load our belongings into their truck on the XXXX of XXXX and then on Friday morning the XXXX they would arrive at our apartment at XXXX to load those belongings and then we would drive to the new house ( only XXXX minutes away ) and they would begin to move us in. So on the XXXX our moving company had already filled their truck with our belongings from their storage. When the XXXX came to an end I realized that we had to make this closing happen on the XXXX since our stuff was sitting on their truck so I contacted XXXX XXXX with XXXX. He made a few phone calls that I 'm sure that helped to get us closed on the XXXX. Around XXXX Friday the XXXX we finally got the clear to close so at that point I told XXXX at XXXX that her men and the trucks could finally be on the way to the apartment. XXXX XXXX told us we could close at XXXX. After hours of waiting at the attorneys office we finally closed at XXXX. The movers were on the clock from XXXX since that day was booked as OUR moving day. They bill at {$190.00} an hour for XXXX men. From XXXX they sat at the warehouse waiting for us to give them the go ahead and then from XXXX when they finished loading the apartment until approx XXXX when I arrived at new house they were waiting on us. We had no notice ahead of time that could have prevented us from getting billed

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with monetary relief