Consumer complaint received 2020-10-13
Company: Movement Mortgage LLC
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I called XXXX XXXX from Movement Mortgage when looking to buy my first home through FHA XXXX. I had an initial phone conversation and he asked me to send him all the required documents to run a pre-approval which he did and gave me the green light to move forward. 

I then started looking for homes and for each home I was about to put an offer on, I got confirmation from XXXX that it meets ALL requirements for the XXXX. My first offer was for $ XXXX which I got an approval letter from XXXX and submitted to the seller, however i was outbid and so we moved on to the next one. 

A week or so later, I put an offer on another property for $ XXXX which XXXX gave me a verbal confirmation for because the seller did not require a pre-approval. Offer was approved on XX/XX/XXXX and mortgage contingency was set for XX/XX/XXXX and closing for XX/XX/XXXX. 

XXXX then walked me through each step of the process to proceed starting with referring me a HUD consultant to do the inspection report and provide me with a contractor bid form. I paid the HUD consultant {$1000.00} for the report from my own money and the inspection was done. This was then approved by XXXX and I got the green light to now look for contractors to bid on the work for the XXXX. I even got a zoning certificate from the sellers which confirmed that the building was zoned as a legal 2 which we all approved before moving forward.

I contacted 3 different contractors and had a walkthrough with each of them. They all provided me a  BOR quote for the entire project. I then narrowed it down and even visited the current projects of the contractors to see the quality. Throughout this entire process I was in contact with XXXX giving him updates and getting approvals. I then confirmed the work needed to be done by contractors and got it signed off by the HUD consultant as well. Although this process took a few weeks, XXXX followed up with me a few times to see how the process was moving which I gave him clear updates Next, I submitted the final contractor-HUD consultant report to XXXX on XX/XX/XXXX and XXXX told me the next steps are underwriting and setting an appraisal and for me to wait on updates from him. After 2 days on XX/XX/XXXX, I followed up and he gave me a reassurance that it is currently in the underwriting process and he's working on it and will need a few more days. I then followed up again on XX/XX/XXXX and thats when XXXX started to avoid all contact with me. I called him, emailed him, texted him for the next few days and I heard no response. I then emailed his loan assistant XXXX XXXX who replied to my email on XX/XX/XXXX telling me that they are almost through with the underwriting and will give me an update later that evening. I received no update or call. 

The next day on XX/XX/XXXX, XXXX calls me and leaves me a message that he's decided to drop me as a client because his plate is too full and he is traveling for 4 weeks and will not be able to handle my application. His words were " the office is all chaotic right now with the amount of applications, no one can take my case '' He hung up and then avoided all communication after. I was 5 days away from my mortgage contingency and 15 from my closing and I had no loan officer now. 

I have emails and all supporting documents to prove his unprofessional work ethic. I reached out to his superiors and XXXX from the HR department to help me resolve this issue for a week. They provided no help as they kept mentioning " its unclear what the real story is '' even after I provided them all supporting documentation including emails and reports form XXXX. 

When I reported it to his supervisor and he tried looking me up in the system, it was found that XXXX had not even STARTED my loan application and so the system didnt even have a loan number for me! He was stringing me along the entire way! He gave me no disclosure forms or Loan estimates either for the entire process! This was my first time buying a home and so I was not aware of the entire process. 

I put {$3000.00} ERM and spent {$1000.00} for the inspection report which are all now in jeopardy. I was able to get an extension from the seller but it has been extremely difficult to find another lender.

Company response to consumer: Closed with explanation