Consumer complaint received 2021-04-22
Company: Fairway Independent Mortgage Corporation
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
We made an application for refinancing our home through Fairway Independent Mortgage The XXXX XXXX XXXX with XXXX XXXX, Mortgage Planner NMLS # XXXX on XX/XX/XXXX. 

All documentation was supplied that was requested. I was informed that closing would happen on XX/XX/XXXX. I was in Florida the weekend prior and cut my vacation short to be home for the closing, which did not happen. 

On XX/XX/XXXX I was told that I would need a letter of distribution, in an email from XXXX : So the easiest way to get your loan approved would be a letter from your financial advisor setting up a distribution as follows : - XXXX XXXX XXXX XXXX IRA XXXX - $ XXXX/month distribution - XXXX XXXX XXXX XXXX and XXXX - $ XXXX/month This will be enough to keep the loan approved and make it work. 
A personal withdrawal plan was set up at the time I received his message, for the above amount but it would take 2-3 weeks to have it processed through XXXX. A letter of documentation was provided to XXXX on XX/XX/XXXX via text message.. His last communication with me was XX/XX/XXXX, after which he stopped returning all calls, emails and text messages. 
On XX/XX/XXXX, I was told that I would need a letter of unrestricted access to a joint account which was completed through docusign. 
His colleague, XXXX XXXX, Loan Officer NMLS # XXXX sent one last e-mail on XX/XX/XXXX, after all documentation had been received stating " I will be sure to follow up with you as soon as I have an update or by mid-week at the latest. My apologies for the delay in response, I will ensure I stay firm to my commitment '' and that was the last I heard from him. He, too, stopped responding to all forms of communication - text, email and phone calls. 

I received a letter of denial from the company on XX/XX/XXXX stating my income could not be confirmed, despite the fact that I did provide exactly what they said was necessary to keep the loan approved and make it work according to XXXX. I continue to receive a " weekly update '' from the company, which notably, still does not have a date noted for lock in, nor does it have a date for submission to underwriting. 

I would like to note that we repeatedly asked if we had everything we needed for the loan to go through and each time we were assured that we did ... until they then needed documentation of unrestricted access to the joint account, which was provided, then confirmation of distribution, which again was provided after multiple assurances that they had everything necessary for the loan to be approved. 

I feel that this whole process was managed in an extremely unprofessional manner. And I have no way of knowing if underwriting ever did get the documentation that I provided to XXXX. I feel extremely unsettled that anyone with the full knowledge of all of my finances treated me this way. 

Since I received no further response to my repeated attempts to communicate with either loan officer/processor after XX/XX/XXXX, as rates continued to rise and I could get no response from XXXX or XXXX after three weeks, on XX/XX/XXXX, I reached out to another company, and began the application process anew, however, I had supposedly a locked in rate of 2.75 % with Fairway ( with whom I had processed my previous 4 loans ) and by this time, the best rate I can get is 3.1 %.

Company response to consumer: Closed with explanation