Consumer complaint received 2017-09-09
Company: Guild Mortgage Company LLC
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
RE : GUILD MORTGAGE CLOSING FOR PROPERTY : XXXX XXXX XXXX XXXX XXXX FL XXXX I RECENTLY APPLIED WITH GUILD MORTGAGE FOR A VA LOAN : XX/XX/XXXX. I RECEIVED PRE-APPROVAL AND UTIMATELY RECEIVED CONDITIONAL APPROVAL ON THIS LOAN APPLICATION IN PROCESS. I HAVE FULLY COMPLIED WITH ALL INFORMATION & DOCUMENT REQUESTS REQUIRED OF MY WIFE & I, TO DATE. WE WERE DUE TO CLOSE ON : XX/XX/XXXX ISSUES AT HAND : I HAD NOT RECEIVED ANY COMMUNICATION / CORRESPONDANCE FROM MY LOAN MANAGEMENT XXXX ( XXXX XXXX ) IN EXCESS OF A WEEK PRIOR TO THE PLANNED CLOSING. AS OF XX/XX/XXXX, I NEVER RECEIVED ANY FORM OF COMMUNCATION REGARDING THE STATUS OF MY LOAN APPROVAL COMPLETION OR HOW TO PROCEED, FROM MY LOAN MANAGER. THE UNDERWRITER TEAM AT GUILD MORTGAGE ( CONSISTING OF THE UNDERWRITER-XXXX XXXX, THE UNDERWRITER 'S MANAGER AND THE UNDERWRITER ASSISTANT-XXXX XXXX ) TO DATE, I HAD ONLY RECEIVED COMMUNICATION WITH XXXX XXXX. ANY ATTEMPTS TO SPEAK DIRECTLY WITH THE UNDERWRITER OR MANAGEMENT ARE DENIED. I HAVE ONLY PREVIOUSLY RECEIVED STALLED OR VAGUE EXCUSES IN REPLY TO MY REQUESTS FOR STATUS UPDATES. NO REPRESENTATIVE FROM GUILD MORTGAGE HAS TAKEN THE TIME TO EXPLAIN OR ADDRESS THE HARDSHIPS IMPOSED ON THE PARTIES INVOLVED IN THIS CLOSING PROCEDURE OR HOW ANY POTENTIAL ISSUES/PROBLEMS COULD HAVE BEEN AVOIDED OR RESOLVED MUCH EARLIER ( 3-4 WEEKS AGO ) IN THIS PROCESS. 

I MADE MULTIPLE ATTEMPTS TO SECURE A TIME FOR ALL PARTIES TO CLOSE. THE CLOSURE DATE WAS POSTPONED BY ONE WEEK ( XXXX ) AND ULTIMATELY CANCELED BY GUILD DUE TO AN UNDERWRITER " DENIAL ''. XXXX XXXX DISCLOSED TO ME THAT THE MANY MISTAKES MADE REGARDING THIS APPLICATION PROCESS WERE MADE BY GUILD MORTGAGE. THE SELLERS RE-LISTED THE PROPERTY FOR SALE AND RETURNED OUR EMD. 

ON XXXX, I WAS PROMISED TO HAVE MY EXPENSES REIMBURSED TO ME ACCORDING TO THE GUILD MORTGAGE CREDIT APPROVAL CERTIFICATE GUARANTEE. AT PRESENT ( XXXX ), I HAVE NOT RECEIVED ANY REIMBURSEMENT OR BEEN CONTACTED BY A REPRESENTATIVE OF GUILD WITH THEIR INTENTIONS. FURTHER EXAMPLES OF THEIR UNPROFESSIONAL BEHAVIOR. 

OTHER NAMES OF INDIVIDUALS AT GUILD THAT WOULD NOT RETURN OUR CALLS OR EMAIL REQUESTS : XXXX XXXX, CEO GUILD MORTGAGE XXXX XXXX, ASSISTANT ( XXXX ) EMMY XXXX XXXX XXXX XXXX XXXX XXXX, STAFF ACCOUNTANT, SOUTHEAST ( XXXX ) XXXX XXXX, MANAGER ( XXXX ) AS A XXXX XXXX XXXX VETERAN, I HAVE NEVER EXPERIENCED THIS TOTAL LACK OF CUSTOMER SERVICE FROM A MORTGAGE LENDER OR ITS AFFILIATES. MY WIFE AND I WERE HANDLED UNFAIRLY, UNPROFESSIONALLY AND UNETHICALLY. THIS TEAM DOES NOT LISTEN TO THE NEEDS OF THE CUSTOMER. I WILL PROVIDE ADDITIONAL DETAILS UPON REQUEST. 

MY OBJECTIVE IS CLEAR : TO CLOSE THE LOAN ON THIS PROPERTY ( WHICH WAS TO BE MY PRIMARY RESIDENCE ) IN AN EXPEDIENT & PROFESSIONAL MANNER. TO RECEIVE REIMBURSEMENT FOR MY EXPENSES IN AN EXPEDIENT MANNER, AS PROMISED. 
PLEASE MONITOR AND PROHIBIT COMPANIES LIKE GUILD MORTGAGE FROM USING THESE BUSINESS PRACTICES WITH OTHER POTENTIAL CUSTOMERS IN THE FUTURE. 
PLEASE PROVIDE US WITH THE ASSISTANCE TO ACCOMPLISH THESE TASKS? TY!

Company response to consumer: Closed with explanation