Consumer complaint received 2016-06-19
Company: Styner Enterprises, Inc., Menifee, CA Branch
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Application, originator, mortgage broker

Complaint:
Good Afternoon, Everything started when we initiated the process of purchasing a home. We went to a realtor and she provided a list of documentation require to start the process. We submitted our paperwork she then contacted Eagle Platinum Mortgage. Everything went down the hill when the mortgage company got involved. My realtor had explained to them by email and phone that unfortunately my husband would n't qualify due to tax issues. So I will be applying by myself. On XXXX XXXX, the loan processor called me in the morning to introduce herself and implied guaranteed and promises of how she will be the one that will make sure she will place me in a home with my family. On XXXX XXXX, 2016 by XXXX, she sent me an email Congratulating us on the approval of our FHA loan. She then, asked me for additional paperwork. I submitted the documentation once more. On XXXX XXXX, 2016 at XXXX, she sent me an email stating that I no longer qualify for FHA, since she ran my husband 's credit and some tax liens came up on his credit report. In the same email it stated that I can qualify for a conventional loan. On XXXX XXXX, 2016 at XXXX, she asked me for my husband 's pay stubs. I asked her what for since he was not going to be on the loan and she said that if we use the Home Ready program we can use the non-borrower 's income to qualify. After I submitted everything she turned into a ghost. We did n't hear from her at all. In the mean while, my family and our realtor started looking for homes and visiting properties while we received the letter of approval. A bit over a month passed by and my realtor contacted the loan processor to find out what was going on. No return phone calls, emails or text messages from her. So my realtor contacted the office and made a big deal of the situation. Due to this the loan processor sent me an email on XXXX XXXX at XXXX with an attachment of the APPROVED HOME BUYER CERTIFICATE for the FHA XXXX. We got really excited since by this time we had already invested time and money traveling from XXXX XXXX to XXXX XXXX every weekend looking at properties. We already had chosen properties to submit offers. The only thing pending was that letter. But literally 2 minutes later, she sent another email stating to disregard the email. We were so upset and devastated and turned again into our realtor demanding her for explanations. She does another follow up and was able to transfer our file to another loan processor. This new loan processor called and promise the same thing as the first. She then sent us an email on XXXX XXXX, 2016 at XXXX with the XXXX XXXX Attached stating that we were good to go and should n't worry about anything. My realtor sent me an email stating that now we can move forward and everything is now taken care of. In the meanwhile, my realtor had to leave the country and returned on XXXX XXXX, 2016. In the meanwhile, we had a peace of mind knowing that we can finally look into some properties with no worries and ready to go upon my realtor 's returned. When she returned we started visiting properties once more. On XXXX, 2016, we found out that unfortunately, the old loan processor did n't enter correct information into their system so the new loan processor verify all the paperwork and stated we did n't qualify for the loan. Mind you that she first had said we did back on XXXX XXXX. As you can see this has been a roller coaster ride. What is the most upsetting is that I let go of my children program for the XXXX and XXXX since we were not going to need this services anymore since we were moving counties.Now, we are left with no baby sitting for XXXX kids and no after school program. This programs are hard to get into. We will like for solution in regards to this matter since we are the ones suffering and left with the burden. We have been lied, made false promises and modify our lives

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 non-monetary relief