Consumer complaint received 2019-07-22
Company: GUARANTEED RATE INC.
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
We entrusted Guaranteed Rate to lead us through processes in gaining a mortgage for the purpose of helping our dream come true of home ownership. 
We had started the process in XX/XX/XXXX time.frame of this year. 

There were three purchasing parties involved in this mortgage my Fiance, his Mother and myself. We had also informed lenders, title company and realtor the last date we would be able to stay in our current property situation as we were at time residing in a rental. 
The lease was over on XX/XX/2019. We had put all finances in this dream and could not afford storage costs nor another months rent which would be sue if we were not out of premesis by XX/XX/XXXX. We would be at risk of being homeless. 
During the process of attempting to close on XXXX XXXX property in XXXX Florida, We had been mislead in the trust that this company was regarding our livlihood as valued.. 
My first point of concern was when the lending agent would mostly converse with my fiance and not myself. 
The guaranteed rate company had problems verifying our employment for almost three weeks and did not notify me of this, which I in turn could have helped with. 
Second point Appraisal person refused to unscrew attic access to finish inspection which pushed closing date later almost two weeks Again I was not contacted. To help follow up with this.. 
Third point It was relayed to Guaranteed Rate Agent that one of the purchasing parties would be out of state on vacations while these interactions continued. 
We asked our trusted lender if there was a specific real estate signature power of attorney for signatures on allowable contracts which would help legally expedite this process again we were worried about homelessness if dares went too far out. 
I recieved no response from trusted lender agent. 
Point 5 escrow payment was mistakenly turned in by cash with receipt..we were advised by our realator since we could not get hold of our trusted Guaranteed Rate Lending agent..to submit highlighted bank statements containing funds utilized to pay escrow. 
After this time I asked if Finances were ALL good to close. 
Our lending agent left the country on vacation..And forwarded files to an associate. 
Again I asked associate..I was emailed that funds were good to go The lack of communications was so bad that our realtor had to contact their supervisor for help. 

24 hours before our closing date which we were assured would go through the supervisor from Guaranteed Rate called me and told me that ( and this was closing date of XX/XX/XXXX. ) We had to find someone to gift us XXXX dollars accompanied by their bank statements and form for gifting. 

I am a threXXXX time XXXX XXXX survivor..the normal stresses of buying a house i was expecting. 

Because of the continued uncertainty and XXXX i became ill. 
I was so certain and promised everything was in line to close before homelessness that I also signed to pay for survey of property and an addendum presented by realtor to help by having the owner put another XXXX towards closing costs. But if sale did not go through it would forfeit. 
I had been crying and sick attempting to find someone to come up with XXXX dollars. 
Escrow was not counted as part of the cash to close because of how it was paid. 
As we were told be Guarenteed rate all was good and no one had followed up on if the previous highlighted statements sent to Lender would be get a green light. 

I was told and was miscommunicated that finances were good to go by Guaranteed rate. 
I gave emailed the supervisor at Guaranteed rate regarding any type of refund and have heard nothing Thank you so much for your time. 

XXXX XXXX

Company response to consumer: Closed with explanation