Consumer complaint received 2017-03-23
Company: Lennar Financial Services, LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Settlement process and costs

Complaint:
This was an issue in loan closing for the house we bought from Lennar in XXXX. My wife and I felt that pages of signed Loan Documents we signed from the assigned Mobile Notary were lost. XXXX was the designated title company for this particular deal and they contracted a mobile notary to come to our residence in XXXX to sign the loan documents. This procedure was meticulously undertaken and took over an hour to complete. Thick duplicate copies ( loan documents ) were left in our possession wrapped by a rubber band when the notary left. We were also told that she will review these signed documents, stuff it in an envelop and mail it overnight to XXXX. The following day, we got a call from the loan officer who informed us it can not be recorded since there are missing loan document pages and he was told that these pages were retained by borrower. Since my wife and I were in XXXX on XX/XX/XXXX, we drove to the office of XXXX to sign the alleged missing paperwork that day. Much to our surprise, the in-house notary brought out more than 10 loan forms that needs to be re-signed and most it, based on our recollection, were presented and signed in our residence in the presence of mobile notary. It presented a big red flag since it now appears somebody has these missing documents with our signatures. It was also discovered by the in-house notary that the Loan documents we were signing were in error since only my wife 's name should be in the loan and the Title will be in both our names ( underwriting error? ). This precipitated the re-drawing of a new loan documents. So we ended up signing 3 loan documents for this purchase. 
But recent email sent to me by the Title company contains a flimsy excuse to close this issue. They have accepted the mobile notary 's explanation that in the course of printing the second set of loan documents, the printer run out of ink and has to go to an errand to buy replacement. This caused skipping pages, thus the missing documents. However, due diligence will dictate that one has to compare the pages on computer file and the printer output. Another way is to compare the last printout with the first set that was complete ( We were told that we have the first batch that is why it is complete ). Surprisingly, the notary came to our residence without counter-checking the integrity of these loan documents. Finally, after leaving our house, the notary went to the office where an audit could have been performed prior to mailing these documents. 
I know that an admission for losing pertinent credit information, deliberate or accidental, is a serious matter since it put borrower 's information in jeopardy. In today 's technology age, one can not just ignore being victimized by fraud. This is our biggest concern regarding this matter and there has got to be an acceptable explanation to keep borrowers at ease.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with non-monetary relief