Consumer complaint received 2022-06-30
Company: Celebrity Financial, Inc.
State: FL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Closing on a mortgage

Complaint:
The closing date for my home was stipulated in my contract from XX/XX/2022 as Thursday, XX/XX/2022. I was moving from about XXXX miles away and the evening of XX/XX/XXXX asked my lender if we could move the closing date up to XX/XX/2022 since Im a XXXX XXXX and that was a federal holiday. My loan officer responded that we were all set for the XXXX, which turned out to be untrue. 

The Lender called me late in the evening on XX/XX/2022 to describe to me that his team had me pay out of pocket ( {$260.00} ) for something that they in fact didnt need for the loan. That in fact, XXXX Bank wants a second questionnaire, as he said, and that theyve never asked for that before. I wasnt buying it and knew then that he and his team had dropped the ball and didnt submit the correct paperwork the government wanted for my loan. He told me he was going to get with the loan processor and the HOA the next morning to get things out. They got the questionnaire back Friday, XX/XX/2022 after ignoring my communications for nearly two days. 

Between him and my realtor during this period, I have gotten misleading information that feels like its all carefully chosen to be vague and manipulate me into not ending my contract, which his team breached due to their incompetent negligence. If someone makes a mistake, there our consequences that must be paid for such an error. 

Tomorrow will be a full 7 days since closing was scheduled to have happened. We still havent closed in the home. When I inquire about how long things take or generally take, I receive vague non-answers and the lender reiterates how theyre working hard. 

The lender caused this delay. The lender should pay for this delay. Had I not been told that we were alls eat for our XX/XX/2022 closing, I would have discussed with my employer to start work with them during the week of XX/XX/XXXX. That was an option, but didnt happen because the lender dropped the ball. They are the ones who gave me the okay that things were on track for the XX/XX/2022 closing and only told me that things indeed were not okay hours before I was due to close, and days after booking lodging. It is my firm belief that the lender should compensate me my full expenses for their error and incompetenceespecially since we are not out of the danger zone for missing the funding deadline. 

I reached out to my loan officer asking them to compensate me for the financial loss they caused and received no reply to this request. Furthermore, the Loan Officer 's Branch Managerwho is an older sibling of the loan officercalled me on Monday, XX/XX/2022. During this 5+ minute long conversation, he stated that they didnt tell me to stay in a hotel for those days, so they were not paying any hotel expense fees or any expenses for me even though they caused the mistake which triggered me to find alternative lodging than my own home that I was trying to close on. Moreover, its worth nothing that any reasonable person who, in the totality of the circumstances moved XXXX miles ( XXXX XXXX XXXX, or XXXX XXXX XXXX ) away from their previous home for a new one in a new region of the country and in a new state would seek to find lodgingregardless of if the lender told him or her to do so. It is important to note that I came here with my dog, and its illegal in the state of Florida to sleep in ones car for more than 3 hours. What were my other options? The lenders sibling admitted during our conversation that there was a mistake and stated, how did we not know about this paperwork that the government needed, to which I fully agreed. He didnt answer how they didnt know about it and I believe they should have as theyre not a newly established business and they have senior loan officers on staff. Additionally, I was sent a document to sign during the week of XX/XX/XXXX that had a {$15000.00} figure listed on it. My loan is for {$10000.00}. I asked the loan processor about it and was told it was the wrong document. Had I signed that document I can't imagine what would have happened. 

Currently, I have wasted {$2600.00} of my savings that I was going to use for closing and to survive during the first few weeks in my new home. This includes food, lodging including pet fees, the payment for the paperwork they wrongly said they needed, and 2 months rent for a storage unit. This doesnt include the movers fee to move me into storage, or their food, gas, and lodging, which the lenderCelebrity Home Loans should pay. They split the movers and I up and made us pay separately for a trip we could have only had one set of expenses for. At present, I may not have money to close the home and certainly not to live on.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation