Consumer complaint received 2021-05-12
Company: PulteGroup, Inc.
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I spoke to XXXX XXXX at Pulte Mortgage who is the representative at XXXX for XXXX XXXX in XXXX XXXX. The builder uses this company and gives cash towards closing so I spoke with her and she made promises of competing for my buisness with lower interest rates if available when I lock the loan along with a 10 day turn around time for the conditional approval from underwriting. Now mind you I work for a mortgage company and already had a pre-approval and at my employer, they take employee loans at a high priority and I wouldn't have had any issues getting the conditional approval within a reasonable amount of time for the builder to begin on my home. I applied on XX/XX/XXXX with Pulte Mortgage completed the phone interview on XXXX or XXXX and accepted to hear back from them within a 10 day time period. I didn't hear back so by mid XXXX I grew concerned and emailed XXXX the point of contact at that point who replied we should hear something back from underwriting by the last week in XXXX. Now I thought that was strange especially since on our phone interview on XXXX or XXXX she mentioned my loan was going into underwriting that same day and it was now mid XXXX to late XXXX. I emailed XXXX right before my birthday on XX/XX/XXXX for an update and she replied back should hear something soon. On Sunday XX/XX/XXXX I called and left her a message and she called me back stating the underwriter needs more information on about my income. I found that strange since I had to call her but anyway I got her everything she asked for 1099 's, dates or employment, W2, gap in employment letter, social security income I receive for my daughter, social security continuance letter, XXXX tax returns and all. I was told by XXXX my loan would go back into underwriting this was told to me on XXXX I received an email on XXXX requesting documents/conditions and to set up the appointment with the processor. I uploaded the tax returns, social security, XXXX, bank statements, etc and the soonest the processor can speak to me is on XX/XX/XXXX. I called XXXX today for an update on my loan to see if it came out of underwriting with the conditonal approval only to find out my loan isn't in underwriting but my loan is in suspense!!! And that after I speak with the processor on XX/XX/XXXX my loan would come out of suspense and into underwriting and it could be up to 20 days for the conditional approval. I am fed up with the lies and unethical tactics from this company. The 10 day turn around time has turned into a 2 month process to get an answer for a conditional approval. I am told too many different things by the people that work here and I no longer have trust in the ones handling my loan. Not sure why I have to wait until the XXXX of XXXX to speak with a processor and to have my loan into underwriting or why is underwriting taking up to 20 days to 30 days to review a loan file, but someone isn't telling the truth here. I have 40 days from the time I sign the contract with the builder to get them the conditional approval and was promised by XXXX 10 days I would have it and I still don't have it. I leave on vacation on XX/XX/XXXX to XX/XX/XXXX and will not have time to get any addtional documents for this loan which is causing me much stress. I should have had the conditonal approval way before my birthday but I should most definitely have it by now and today is the XXXX of XXXX. Unethical, unprofessional and untrust worthy tactics!!!!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation