Consumer complaint received 2019-11-26
Company: DISCOVER BANK
State: LA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Good morning all I am sending this so you ( XXXX XXXX ) have an idea of how this new process is already going downhill. I will be calling you at XXXX Arizona time and will wait on hold until you can come to the phone. 

Since you told me back in XX/XX/XXXX that you would hand walk this package forward, and it is now almost three months later, I need you to stand by that process and the revised rate you offered me back in XX/XX/XXXX and again two days ago. You can see based on the issues below that nothing has changed and Im actually in a worse place than I was when we started. Im losing contractors left and right. I need this to move at lightning speed at this point. I expect Discover to act with some ethics here considering the circumstances that are now severely affecting my ability to move forward and to be treated fairly. 

I need answers to the following from XXXX XXXX : Interest Rate The rate originally quoted to me was XXXX and XXXX back in XX/XX/XXXX. Discover had made an error in its quote apparently. So my rate became XXXX. I accepted that. 

Then on XX/XX/XXXX I redid my app as requested and Discover again quoted a rate of XXXX as evidenced in my screenshot. Discover confirmed that rate again the next day in an email from my loan officer. 

I expect Discover to honor the XXXX latest rate quote received just two days ago on XX/XX/XXXX and confirmed in an email on XX/XX/XXXX by my loan officer. You can not and should not feel it is ok to continuously gouge me and hide behind lending guidelines as the reason. The only reason the rate is different here is because of Discovers delays. 

Even if you hadnt quoted me the rates above, the interest rate was supposed to be based on my initial credit score of XXXX. My score dropped immediately after Discover made their inquiry, and now isnt being used because of your repeated errors and delays??? My understanding was that the new inquiry was only used to determine my debts and LTV not my rate. These delays have been repeatedly caused by Discover, not me. Why should my interest rate change because your company has made repeated errors and caused unnecessary delays? It seems very unethical to me that this is happening. 

Income You keep saying I have not earned overtime for the past two years, when I have been earning overtime for both XXXX and XXXXfor the past two years. According to my employer it is expected to continue. The guidelines Pia said Discover follows Appendix Q and it clearly states overtime and bonus income for two years which I satisfy per my : -Consistent bonus income in XXXX -Consistent overtime income in XXXX -Consistent overtime income in XXXX All of which youve verified with my employer is on the upward trend and expected to continue. 

I meet the guidelines for consideration of overtime per Appendix Q. 

Questions : What is the monthly income you are using as a total to determine DTI? 
What is the exact dollar amount ( TOTAL ) of other debt ( not housing related ) that you are coming up with that I need to pay off to be within the 43 % based on the above? 
Which years of income are you using in the income calculation? XXXX and XXXX? XXXX and XXXX? Since XXXX is basically complete XXXX should be considered.

Company response to consumer: Closed with explanation