Consumer complaint received 2021-06-30
Company: InstaMortgage Inc.
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Hello Mr. XXXX, I am writing in regards to your employee that works in your XXXX, WA office. His name is XXXX XXXX, his NMLS # XXXX. 
We have entered in to a contract with XXXX XXXX on XX/XX/2021 for the purchase of our home at XXXX XXXX XXXX XXXX, WA XXXX. 
We were told on XX/XX/XXXX that the appraisal had been ordered, it was to be completed by XX/XX/XXXX and due back in XX/XX/XXXX in time to close on XX/XX/XXXX. 
After MULTIPLE requests and follow up from our agent we were told yesterday XX/XX/XXXX that he had actually looked at the wrong file and that the appraisal had not even been picked up yesterday. 
At this time XXXX  level or professionalism was completely unacceptable and down right rude. If he was an employee of my company I would most defiantly want to be made aware. You can see attachments for the lack of professionalism we are dealing with. 
At XXXX suggestion we were told the contact XXXX XXXX the XXXX that this appraisal was put out though. I spoke to XXXX there both yesterday as well as today she stated the appraisal request through them was not actually made until XX/XX/XXXX, which is about 3 weeks later than what we were told by Mr. XXXX. She again stated that there reach of appraisers in our area was minimal and that it looked like one appraiser had picked this up but not until the very end of XXXX. We are waiting on the close of this sale to close on the purchase of our new home the home owners we are purchasing from are unwilling to wait this long. Is XXXX XXXX the only XXXX you are able to work with?? If this buyer is putting 20 % down as stated by Mr. XXXX can this appraisal not be waived. Can we please see the borrows XXXX findings? I have a contact at another lender that is willing to help if you guys need to further understand the proprietary data fields that need to be completed to potentially get this appraisal waived. ( and yes I do fully understand that this is not always an option but it seems like it should at least be looked into ) We really hope that we are able to get this transaction completed by XXXX but quite honestly we are not overly confident that Mr. XXXX is capable of getting the job done in a timely fashion. 
I am being told that the processor on this loan is someone by the name of XXXX XXXX the file # is XXXX and the last four of the load number at XXXX. 

*** In addition to this the following has transpired. 
After Mr XXXX called myself asking if I wanted to go through with this loan.. well I am not his client we were simply the home owners trying to sell our home. I told him this was not my decision and he would have to take it up with his client. 
Later that same afternoon he called me and told me his clients phone was no longer in service and he could not reach her. After several minutes is problem solving with him we hung saying we would wait and see. My husband and I then called the number we had for Mrs. XXXX and had no problem getting through. She confirmed that she had not recieved any phone calls from him and as far as she knew all things were going fine. She confirmed that she did want to purchase our home and when asked what I thought she should do I suggested getting in touch with Mr XXXX and then finding a new lender. At the conclusion of this phone call we sent them the financing contingency to sign. They has 5 days to do so. They opted to not sign the deal. In the mean time we had an appraiser get back to us telling us she could do the appraisal on XX/XX/XXXX and have it back in a couple of days. This was great news, however before we agreed to wait any long we asked that we get a letter from the underwriter stating that if we waiting that this load would indeed go through.. they opted to not produce this document and we forfeited the contract. Mr XXXX was not only extremely unprofessional but I feel is operating outside of the guidelines. His wife and his son act as the Relators on this transactions. He also has been feeding in correct information not only to us as the sellers of our home but also to his clients.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation