Consumer complaint received 2016-04-07
Company: Prospect Mortgage, LLC
State: WA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Settlement process and costs

Complaint:
We bought our first house and closed XXXX/XXXX/XXXX. We used a Loan Officer, XXXX XXXX, from Prospect Mortgage to do our loan for us. We had been in contact with this loan officer in XXXX but had put our home search on hold. A realtor friend had highly recommended her when we had started looking for a house a couple years ago. She had taught a first time homebuyers class and we were so impressed in her ability and willingness to explain and teach us that we sought her out again XX/XX/XXXX to work with her. In the beginning of our search she was great - always answering the phone, returning emails, after we lost out on a couple offers she became very difficult time getting a hold of and barely followed up on email or was willing to explain anything to us. We finally got an offer accepted and hoped it would get better rather than worse ... but it got worse. We had a very difficult time closing and had to keep filing for extensions because of the lender 's side but never really got much explanation. We were jerked around by Prospect and were left in the dark. We just found out that they never filed for our Mortgage Credit Certificate ( A program through Washington State Housing Finance Commission ) - which would have allowed us to save a lot through a tax credit ( XXXX ). The MCC application is supposed to be submitted by the Lender. We notarized the application and returned it to the Lender but it never got filed. Our biggest regret was not changing loan officers and companies once we started getting a bad feeling. But this was our first house and we did n't want to XXXX so we did everything we were told. We thought it was all behind us since we closed XX/XX/XXXX but now with taxes we wanted to follow up on the MCC since we had not received the certificate which we thought would come during tax document season. The lender 's response was to follow up with the state because she knew for sure she had filed everything and when I talked to the state they said it did n't look like they had a MCC application from us ( which we had sent to the loan officer twice which meant we had to have it notarized twice! Attached is a copy of the MCC application dated XXXX/XXXX/XXXX and a screenshot of the email in which the document was provided to the loan officer ) but would follow up with our loan officer to see where things went wrong. The next day XXXX emailed and said " Thank you for reaching out to them for clarification. I did hear from them and happy you got better clarification that I had received. I am forwarding this to my operations manager and area manager to figure out what to do and what happened. I wanted to make sure that I emailed you right away that I am working on it. '' And I responded that we had n't heard back and were still in the dark. She did n't respond so a week later I emailed her again and said that we have not heard from her or the state and she finally confessed that it was on them that they did n't turn in our certificate application. Our realtor that we worked with spoke very highly of her in the beginning and as time went on we could tell he was also confused by the lack of communication and frustrating extensions. It was nothing short of a nightmare experience for us!

Company response to consumer: Closed with explanation