Consumer complaint received 2016-02-03
Company: PHH Mortgage Services Corporation
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Credit decision / Underwriting

Complaint:
Trying to find a lender has been the most difficult thing. The first lender was setup through my realtor from XXXX, and she was very unfriendly and had no knowledge of first-time homebuyer programs. She gathered some information from me, then told me she would call me back with pre-qualification information. I was told by her my credit was good ( above XXXX ), and when I went to ask questions, she was very short with me and unpleasant. I gave her 48 hours and never heard back from her. So I told my realtor I no longer wanted her as my lender. I then looked for lenders under different programs that I qualified for, and that was a headache. I went onto the website for NHF Programs and called the number present on the website. They have no clear listing on the website of participating lenders, so after calling the number, the lady I spoke with, again, unpleasant to speak with, she tells me I have to first choose a lender, at which she rushed thru the list of lenders. After I researched the different lenders, I then contacted XXXX of the lenders, only to be told " well first you have to find a loan officer ''. This being my first time having to go through this process, I would 've assumed the lender company would be the ones to assign me an officer. Several of the offices had recordings or sent you to a voicemail, as if they screened calls. But I finally found a location of XXXX XXXX, that answered calls. An unfortunate surprise there, was when I thought I 'd found my 'loan officer ', it was their assistant that gathered the information. She told me the LO would contact me the following day, needless to say, this did not happen, so after 3 days I called and followed up and he returned my call. By this time, it 's been about a month into my house hunting, and all of the potential homes I was looking at were disappearing off the market. He wanted to setup a time/date to meet up, but when I offered the weekend, ( which is the only time a working person that has to pay for the loan their asking for would have ) he was unavailable. So again, I dismissed this lender ( but after he gave my realtor a pre-qualification letter ) During my time of waiting, there was a home I 'd found, but by it being a " new-build '' they had a preferred lender, Guild. I gave her a call on a Sunday, at which we spoke and I 've given my information a 3rd time. She told me she 'd give me a call first thing Monday after landing ( which gave a clear understanding she was traveling ) She did n't call, but she did email me Monday requesting tax info, and some other personal info. I gave her a call Tuesday to follow-up, only to speak to her assumed assistant, be told she would be in a conference and in and out of meetings. Now I 'd think this would be something vital to be told before exhausting my information with yet another person that would not be available ( especially when I could 've been linked with someone who would be available ). So now, again, I 'm stuck just waiting. I 'm getting very irritated with hearing how great my credit score is, and having all these good qualifying things, yet no one is taking me seriously or putting me on the back burner. Yes, this is my first time buying a home, but my realtor has gave me more information then the actual loan officers, and it 's becoming a frustrating ordeal, making me feel as if I 'm being discriminated against because of this. Not sure what to do other then keep looking, but in the mean time, I 'm taking all these hits to my Credit Score with hard inquiries for a total waste of time. I 'm also losing my potential dream home.

Company response to consumer: Closed with explanation