Consumer complaint received 2022-03-30
Company: HILLTOP HOLDINGS, INC
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
The loan officer I am working with a Prime lending has not been up front about the process and she also did not ensure that the paperwork was correct. 

I reported my concerns but instead of replacing the loan officer they had me work with a loan processor and operations manager and the list of documents keeps changing and growing. 

The loan officer contacted me while I was working with another loan officer stating she is an expert on programs in XXXX. 

It's been a frustrating process : The loan officer was not responsive. I told her that an account would be paid off on my credit report and somehow she left off another mortgage account. I told her about it and it was on the bank statements I provided. 

She sent me disclosures which I signed and she left me an email that I needed to call her back to let her know we should proceed and lock the interest rate. I called her back. She called me after XXXX on the following monday stating she did not lock the interest rate because she needed to talk with me about needing to put 5 % down. That was in the disclosures and the emails. The whole premise was ridiculous. 

The realtor contacted me to find out why the appraisal hadn't been ordered, I told her that the loan officer had not been in touch since we finished the home inspection that thursday. She told the Real estate agent that she had been unable to contact me. 

Bottom line I asked for a new loan officer. The action taken was to assign a loan processor and operations manager. The previous loan officer 's narrative was that I was not responsive to her requests for information and I had not told her to correct the documents to add one loan and take off another. When the loan originator contacted me she explained that the loan was left off because it did not appear on the credit report. I wasn't aware of that but I did tell the loan officer ( that's how she knew about it ). 

Now I'm working with a processor who seems to still be working with the loan officer. The bank has not responded in anyway about my concerns with the loan officer. The loan officer is sending misleading documents to my realtor indicating documents that I did not complete. I did complete those documents, I was telling her about the other documents. She also sent this information to the realtor without my permission. Prime Lending did not assign another loan officer, she is still the assigned loan officer. 

The documents that were sent to the realtor are not the documents that were needed to process the loan. The whole process is misleading and I'm stuck in the middle. The documents that were sent to the realtor are not the documents that were needed to close the loan. She was made aware that she did not list all the debts properly by me. It did not " come to light '', I told her. 

The realtor I am working with also said in her contacts with her she usually responded with she was unable to get certain information because she was not at her computer, etc .... Whatever was going on with that loan officer, it is clear that her narrative is not accurate. There is not excuse for waiting 5 days to lock an interest rate after I have done what she asked. She just fell off the face of the earth for 5 days and then told everyone that I was holding up the process. Same with the mortgage and income she did not add to the application, she was told and it was on the bank statements provided. I didn't know it was not on the credit report, but it is not a new debt. 

I wanted a new loan officer, and I wanted them to acknowledge that something went wrong in the process. 

Now, they just keep changing the list of things they need for closing, which is on the XXXX. And my realtor was told by them that they only needed 4 things so she believes that I am holding up the process. If I pull out of the process I will lost my security deposit but the fault is with the bank.

Company response to consumer: Closed with explanation