Consumer complaint received 2022-08-26
Company: Movement Mortgage LLC
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
1. I was solicited after disclosing an issue I had that was preventing approval, and that I would not be able to move forward with the application process. I was told directly that I could be approved as well as going through the motions and receiving an approval from you during this process. 
2. When I applied for the first house ( single wide ) I was told I was good to go by XXXX and submitted offer only to have someone completely different from the office come back and say noand then it took over 24 hours to get resolution on what the ACTUAL answer was, which was a no, causing a need to withdraw 3. As referenced in 1, you stated that you would send my pre-approval all the way through underwriting to be sure there would be no issues at closing, and it was approved. When I received the update after you had to run everything again for the most recent home, it would be my assumption that the same process would have been done given the situation. 
4. When there was indication that I was not going to actually be approved through you I received the following guidance from you stating that I would be able to get approved through them. With that document they would honor not counting the student loan against you. I had already been denied for that issue, but after your guidance reapplied with them. And the loan officer I spoke with said that has never been there policy for at least 7 years since she has been with XXXX. 
5. Referencing the above email from you and below, you stated that the appraisal had been put on hold and I would receive a full refund, and that you would cancel the order and the fee would be refunded back to me. Later, you contracted all that by saying that the appraisal had been completed thats why I didnt get a full refund. Then you contradicted that when I asked for a copy of the appraisal that it had not been completed and I did not receive a full refund. 6. While not a monetary issue, the overall inconsistency of communication, delays in responses, and conflicting responses significantly impacted not only my ability to purchase a home, but cost me thousands of dollars. I am not the finance expert. You and your people are trained and paid to do this and know all the ins and outs of the process. Any actions I took were based on your professional guidance and assurances. 
In total the experience with you cost me {$2600.00} dollars, not to mention the emotional toll. All of the issues that I ran into were thoroughly discussed and disclosed to you prior to you approving me, giving me guarantees, etc regarding the Loan, XXXX XXXX, and the appraisal. I am unable to afford an apartment my family fits in ( as I was in temp housing during the closing time of the home ) without liquidating resources that were meant to purchase a home. 
I am requesting compensation for cost of {$2600.00} that was lost due to unsatisfactory services I received through your company. 
I have email correspondence, some texts, and my realtor who expressed concern with how they handled the entire process of my attempts to purchase.

Company response to consumer: Closed with explanation