Consumer complaint received 2021-12-09
Company: HOMESTAR FINANCIAL CORPORATION
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
This company has been unresponsive to assist me with my loan and because of my complaint they have decided to no longer assist me. Ive repeatedly asked to speak to the CEO several times and they just keep sending me to the people that arent helping. I have shown the compliance officer proof that the individuals within their company has a huge lack of communication costing me money time and XXXX They say theyre going to call me and I dont hear anything back and I have to keep trying to contact them. There are three individuals especially that have caused this problem. XXXX XXXXloan processor and daughter of XXXX XXXX, XXXX XXXXdivision manager.and XXXX XXXXcompliance officer. They have ran my and my fianc Credit without our permission. When I made the second complaint Ive never heard anything back from XXXX. She said she would call me back last Thursday or the following dayXXXX. She said if I had any more questions or concerns to dial her number directly and until then she was going to look into the complaint and gather all the information and get my preapproval letter back and move forward. I never heard anything back from her but emails stating that she had received my complaint and would be investigating and to get back with her if needed and to also provide her with any proof of my complaint. I sent her plenty proof that I was being neglected and abandoned by the loan processor and her father. I requested that XXXX not be the one to contact me back on this complaint as he is a part of this complaint. Today, XXXX, I heard back from XXXX he was very aggressive and told me that they would not be giving me any credit. I asked him what was Credit and why is he calling me. He stated they would not be extending a loan to me And he had reviewed the complaint that I made and thats the end of the conversation. He tried to hang up on me but I insisted that that was no way to handle this being in his profession in as a human. I stated I requested specifically for you not to be the one to contact me back or handle this complaint because youre part of the issue. I asked why I have not heard back from the compliance officer XXXX and her boss XXXX and did they agree with this. He said that is my decision and were just not giving you alone and thats the end of the conversation. I said this is no way to do business and I feel some type of way and I need to hear back from the compliance officer who said that they would contact me back and he said in a very aggressive tone Im over them Im their boss and its my decision. He stated he was not going to make no more room for that conversation and that he was getting off the phone. I told him again this is ridiculous and inappropriate and this will not be the end of it since you dont want to make time for this issue and move forward Im going to file a complaint on each persons license. He had no business calling me when the complaint was filed on him and his daughter, XXXX. I never used profanity nor yelled at these people even though they have brought me and my fianc through the ringer. They have ran our credit over three times and I have been dealing with them for over a year. My fianc and I have done everything they told us to do in order to be approved for the loan and they decide because I complained that they are not going to extend us are alone in the meantime were stuck in a hotel in which they knew our situation. I am seeking discipline to all three that I listed above and that they give me someone else or give myself to someone else so that our credit does not have to be ran again. Theyve made me lose our home, money, time. I am a XXXX woman that in XXXX XXXX  XXXX. You cant just drop someone after theyve been working with you for over a year and you repeatedly ran their credit and and the consumer has done everything you told them-paying off things on credit, saving certain amount of money when it their fault! I needed another pre-approval letter due to XXXX non compliance and she tried to request information thats required to complete the loan as of Ive already chosen a house because I called her out on her lack in which youll see. She had already given 3 pre-approval letters without all the info she requested. I advised I have no problem after weve found a home and offer basically accepted because whats the point especially after youve given my pre-approval already to the same realtor. Right before this we had a home ready to get and because of her lack of being informative and attentive, we had to back out at the last minute. Her or her father wouldnt answer my questions before I gave my hard earned money.. This isnt the first issue Ive had with HomeStar. My initial complaint several months ago was similar to this which is how I got in touch with XXXX Im the first place. Even my realtor was frustrated and shes the top 10 % realtor in Georgia. She shared the same feelings.

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