Consumer complaint received 2016-05-02
Company: WATERSTONE MORTGAGE CORPORATION
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Application, originator, mortgage broker

Complaint:
I started with will XXXX " XXXX '' XXXX on XXXX/XXXX/2016 originally of XXXX XXXX XXXX on or about XXXX XXXX transferred to Waterstone Mortgage. During that time XXXX pulled my credit twice once while with XXXX and again when she went to Waterstone. During this process I asked them why did n't they do my rescore before and I was told because if they would have done that, they would have had to leave me with XXXX as their client and they did n't want to do me like that. So I continued to march forward with searching for a home and on XXXX XXXX I found my dream home for my son and I. Being a XXXX veteran and a single XXXX mother I was finally able to realize the XXXX dream so I thought. On XXXX XXXX I submitted my earnest money check, along with my option fee and my inspection fee. Per XXXX, we could close on XXXX the XXXX. On XXXX XXXX XXXX runs my credit again then on XXXX XXXX I receive an email from XXXX XXXX. I was a bit confused I reached out to XXXX but she was unavailable as usual and XXXX advise because my score dropped they had to send me to XXXX. I was furious to say the least. Yes it dropped you 've only pulled my report 3 times. So I still marched forward because XXXX reassured me there would be no problems and I could get financed with XXXX. Well they pull my report on XXXX XXXX for a fourth time. During this time XXXX has advised myself, my Agent and the Sellers Agent we are still good to go and we will close on XX/XX/XXXX. The time comes and goes and no XXXX. She 's avoiding phone calls and barely returning emails. So we push the date back to the XXXX. XXXX tell the seller Agent on XXXX XXXX we have a clear to close and her clients can go ahead and sign their documents Wednesday XX/XX/XXXX and I can complete mine on Thursday XX/XX/XXXX with a mobile notary. I was advised I could go ahead and do a final walk through on the XXXX. Upon my return from doing my final walk through I receive an email from XXXX advising I do not have the clear to close and we need to push it back another week. At this point we are 41 days into this process and I need answers so on XX/XX/XXXX I started making phone calls only to find out that XXXX has been untruthful through this entire process. On XX/XX/XXXX after speaking with XXXX XXXX of Waterstone Mortgage who told my Agent that we would not be able to close this week on XX/XX/XXXX or XX/XX/XXXX, but we could close the week of XXXX XXXX, 2016. I received a phone call from XXXX XXXX advising that XXXX chosen to deny me and she was unable to disclose why and they would send me a letter in the mail I 've yet to receive. After all the deceit, gross negligence, incompetence and failure to perform in a timely manner I 'm out of thousands of dollars. The seller 's kept my earnest monies due to a clause in the contract. I 'm confused as to why I 'm losing out on so much and this was out of my control. Had I and my agent known the truth, we would have cancelled this process within the 24 day time period allotted. But because XXXX continued to reassure all parties involved everything was going smoothly and I had a clear to close on 2 different occasions we kept marching forward.

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