Consumer complaint received 2016-06-02
Company: PulteGroup, Inc.
State: MI
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
My wife and I bought a house from Pulte XXXX in XXXX XXXX MI on XXXX. I financed that house through Pulte mortgage LLC and I was very pleased about the entire process. On XXXX XXXX, my wife and I decided to move to a new location. Based on our past experience, we decided to purchase another house from Pulte XXXX. Pulte Mortgage LLC Company contacted us as a part of their process regarding financing the mortgage for the new house XXXX in XXXX, MI. After extensive review of rates and terms of financing from different companies and based on the terms that Pulte mortgage offered at time of negotiation, we decide to sign up for mortgage financing through Pulte Mortgage company. XXXX XXXX XXXX was the loan consultant for the Pulte Mortgage LLC. At the time we were assured that in addition to {$1500.00} discount that was indicated on the purchase agreement document, Pulte mortgage will waive the closing cost if we finance through Pulte Mortgage LLC. I asked XXXX XXXX specifically about waving the closing cost and he confirm that. Based on this fact and the fact that they offered us a very competitive mortgage rate we chose Pulte Mortgage LLC to be the financier. 
I received multiply emails from XXXX XXXX regarding the total cash due at the losing date ( {$90000.00} ) and XXXX specifically two days prior to closing date XXXX XXXX XXXX, XXXX ). However, On XXXX XXXX, I received an email from XXXX XXXX who is Sr. Settlement Officer at XXXX XXXX ( a subsidiary of Pulte Mortgage LLC ) indicating the due closing cost is {$96000.00}. I sent an email ( attached ) to XXXX regarding this discrepancy. She assured me that XXXX XXXX has made a mistake. I tried to contact XXXX XXXX. However, I was told he is out of office and another individual from Pulte Mortgage contacted me to tell me that the condition and terms of agreement had changed. 
After two weeks trying to reach XXXX XXXX, he finally contacted me and he assured me he would talk to the regional manager ( XXXX ) to find out what is going on. Finally he sent me an email indicating and his reply was : " Hello XXXX, I have finally had an opportunity to speak with XXXX and get to the increase in closing costs. Our initial interview was on XXXX/XXXX/XXXX. At that time I was calculating the Tax Transfer Fee to be a common and customary fee 100 % paid by for by the seller. XX/XX/XXXX, we were informed that this fee was no longer paid 100 % by the seller and would be 50 % split between the seller and the borrower. I had assumed that this was from XXXX on and would not affect any of my clients that started this process in XXXX, this was incorrect. The XXXX communication was in retrospect from XXXX XXXX on. Please accept my apologies for this error. 
I hope this message finds you well and enjoying you new home. 
Sincerely, XXXX '' I reply to him via email and mentioned if that is the case then % XXXX, would have been half of difference ( {$2900.00} ). In addition, I told him that Pulte can not change the terms of loan conditions at the closing date regardless if he was aware of it on XXXX XXXX or not. They need to honor what it has been agreed upon when I signed the documents for the loan with Pulte because I was told how much I would save if I signed up with Pulte mortgage compare with other company. 

I believe Pulte Mortgage LLC needs to refund me for total of {$5900.00} regardless of what they have decided on XXXX/XXXX/XXXX. Whether this was an honest mistake or not I made my decision based on the numbers and amounts that was discussed with me through the entire process and I believed that was the correct amount until the closing date.

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