Consumer complaint received 2015-03-29
Company: HOUSTONIAN MORTGAGE GROUP, INC.
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
Hello : My wife and myself started the process to buy a house. Our realtor was able to find the proper house for us. 
We submitted all the documents to the following company : K & G Capital Mortage. K & G Capital mortgage is a division of Houstonian Mortgage Group Inc. 
They offered to us a financial option using FHA system since the very beginning as the best option for us. 
As we are part of a relocation program ( XXXX ) when we started to provide all the documentation needed at the beginning, we notice that they were asking for XXXX card ( XXXX ) to which we explained and asked multiple times, to the FHA officer, XXXX XXXX ( Branch Manager ) about our XXXX necessary documentation. We explained that we did not have the XXXX card but that instead, we had a valid XXXX sponsored by XXXX XXXX and which is valid to XXXX in the United States ( while our permanent residence is being processed ). 
He did a quick check for the requirements and he said we had everything needed for the FHA loan. 
We started this process around XXXX month ago, and it has been an emotional roller coster, apparently they di n't check correctly and due to our " migratory conditions '' we never were able to obtain a FHA loan, which forced us to get a regular loan, with unexpected expenses, that added to the monthly payments and closing\down payment. 
Even worse, as we have a contract to close on XXXX XXXX, and the process has been so delayed due their lack of communication and commitment and poor response, we are about to loose the house, given the fact that the seller is in no obligation to accept the amendment for an extension while the process a regular loan. 
This is not our fault, as we already provided to them everything needed and on time ( sometimes working late at night ). 
Aside of that, my wife has had a very hard time, getting fair and respectful customer service. There was never a commitment with the customer, as they never even took the time to really check the necessary documentation ( once he said that we came from XXXX, when we actually came from XXXX XXXX ). They never explained with details all the process and must of the times, were very unresponsive to my wife when she asked for details on each item charged, while she was trying to understand the options ( by the way never meet the budget we asked for ). 
We believe that we have been put through unnecessary emotional stress and has affected directly the process of buying the house while we had been compliant with absolutely everything we had been asked for to provide. 
As a FYI, our XXXX in the United States allows an individual to buy a house. It would have been helpful to know our real options from the very beginning and not just a few days prior to closing. More emotional damage was caused due the fact that looks like we are going to loose all the time invested, effort, money required ( inspections, etc ).

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