Consumer complaint received 2021-05-21
Company: Fairway Independent Mortgage Corporation
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/2021 I began to research housing assistance programs offered by the State of Florida. Their website, XXXX listed XXXX XXXX as a loan officer working for Fairway Independent Mortgage Corporation as a XXXX XXXX XXXX Member with a " Silver Tier '' rating. That same day I attempted to contact XXXX in regards to getting prequalified for a VA home loan. I reached her voicemail and left a message requesting a callback. After not hearing back from XXXX for a few days I attempted to contact her again on XX/XX/2021. Again unable to reach her I left a message requesting her to contact me. As of today, XX/XX/2021, I have never received a response from XXXX. 

On XX/XX/2021, I submitted a loan application using Fairway Independent Mortgage Corporation 's website. Later that day XXXX XXXX contacted me regarding my application. I expressed my interest in utilizing a Florida homebuyer assistance program titled 'Salute our Soldiers PLUS '. XXXX informed me that she would include that information in my application but as she was not a loan officer, I would need to wait to speak with an officer for more information on that program. XXXX requested additional information and financial documents from me before she was able to schedule a call between me and a loan officer, XXXX. This call was scheduled for XX/XX/2021. 

On XX/XX/2021, the loan officer, XXXX, contacted me on my cell phone. After answering his questions regarding my loan application I again inquired about the XXXX XXXX XXXX XXXX  program. XXXX stated that he was not familiar with that particular program. He also mentioned how VA loans and homebuyer assistance programs are not always compatible with each other. I requested that he take the time to research this program further as the information I was able to obtain from the XXXX website was limited. XXXX agreed to looking further into it and would call me back when he had an answer. 

Approximately XXXX XXXX after that call ended XXXX calls me back. He advises me that he was unable to determine if the housing assistance program and VA loans could be used together. His recommendation is that I should contact other lenders and that XXXX would not be moving forward with my application. While speaking with him I acknowledged that him being based in California has limitations on how much he knows about Florida specific programs. XXXX mentions that his " Vice President '' is licensed in Florida but would not be able to assist me either. I question him about the local branch that is listed on XXXX 's website as being in the same city I currently reside, XXXX, FL. XXXX says I should contact that agent. I respond that I have attempted to contact XXXX multiple times but never received a response. XXXX and I agree that XXXX is not the best choice for my mortgage needs and that we should end the business relationship. I inquire about what will happen to the financial documents that I have submitted. He was unable to answer but said he would contact his compliance department to find out more and contact me back. 

Approximately XXXX XXXX later XXXX calls me. He begins the conversation by apologizing for being so 'direct ' in the previous call. And then he begins to backpedal on his recommendation that I seek out other lenders. XXXX mentions he can get me in contact with a loan officer based on the east coast that would have a better understanding of Florida specific programs. I respond that my confidence that XXXX is able to meet my needs has wained and that I no longer wish to continue with the application process. I request that my loan application be withdrawn.

Company response to consumer: Closed with explanation