Consumer complaint received 2021-08-10
Company: Security National Financial Corp
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
In XXXX, XXXX, we applied for a mortgage with Security National Mortgage Company in XXXX, XXXX Everything went well and we were pre approved. We couldnt find a home we could afford in XXXX so we decided to move to XXXX Our loan was transferred to a relocation team with the same company. This team was in XXXXXXXX XXXX. From the beginning of being transferred we were treated badly. XXXX and XXXX were very rude and degrading about the amount of money we had in our accounts. They even made me cry because I was so humiliated. My husband called them and wanted to know what was going on that they made me cry. He told them that was not professional. They said it was our imagination that they were rude. NO! I donor cry easily. We had just spent a large amount to move to XXXX We decided to work and save some money before looking for a house. We received a call from XXXX telling us that we were pre approved and should be looking for a house. On XX/XX/XXXX our offer on a house was accepted and a closing date was set for XX/XX/XXXX. At this point they were upset that we actually found a house so fast and told us there was no way they could have us ready for that date. We changed the closing to accommodate the lender. We had wanted a USDA loan because we couldnt afford a down payment and the lender discouraged us because it would take too long. Without telling us ahead of time they started working to get us another loan that would leave us with a down payment. Several times they told us that we cant have this house and better start looking again. At this point we were deep in a contract with the seller and at risk for losing {$3300.00} in escrow money that we cant afford to lose. The closing date was changed two more times for the lender which made the seller upset because he was paying for the house and rent at the same time. We were now suppose to close on XX/XX/XXXX, six weeks after the original closing date. We werent given a full list of all the documents we needed, only a small list. As the weeks went by we were told they needed certain documents we didnt know about which prolonged the process more. A week after they had an appraisal done we learned about it. For a week we had no idea the appraisal was {$25000.00} less than our offer. A week after! We only found out about the appraisal because we asked when it was going to be done. He knew we didnt have money to pay the difference so that should have been something to tell us. Once again we were at risk to lose our escrow money. They never offered and suggestions to us and just said, what are you going to do? We felt all along that we were not a priority to them and that they were putting us off on purpose.they have their home but felt no urgency to help us get one. Our realtor suggested we talk to a lender here in XXXX to see what he could suggest. We did and they have taken us on and are moving at lightening speed. Even to a point where we will be able to close a week early. The problem is XXXX would not give our new lender the FHA case number to proceed. This was after I informed XXXX that we were switching lenders AND the new lender emailed him twice about it and talked to him on the phone. XXXX was not easy for our new lender to talk to. The new lender believes XXXX is delaying us once again so we dont get the house. We feel that they didnt ever want to help us in the first place. At one point they even made my husband feel they were accusing him of being dishonest on his documents. 

Our new lender has our loan sent to processing after 2 days. Our new lender got together with both real estate agents and the seller and negotiated for us a price we could afford. Security National Mortgage would have never done that for us. During the whole process they never offered any help, just waited for us to ask questions. We are very dissatisfied with XXXX XXXX, XXXX XXXX and their whole team at Security National Mortgage.

Company response to consumer: Closed with explanation