Consumer complaint received 2024-02-15
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: CMG MORTGAGE, INC (VA)

XXXX XX/XX/XXXX, I toured a home and ultimately, made an offer on the property and entered into a contract to purchase the property via an assumable VA loan program. The contract date was XXXX XX/XX/XXXX. An email was sent to the XXXX department with a automated response saying that they would provide a response within 5-10 days. On XX/XX/XXXX, we received an email apologizing for the delay and instructions and a letter of instruction for the documents that were required to apply. Although the sellers and I are in different states all documents that needed to be signed and consolidated were completed in less than 30 days and mailed via XXXX  to CMG. My credit report was pulled on XX/XX/XXXX with a score of XXXX. There were some minor corrections that needed to be made and they were completed and mailed back, early XXXX. Several more times documentation was requested, that had never been requested before. They required that I supply my Certificate of Eligibility. Even the VA was confused why they wanted me to provide it since the mortgage company can pull it themselves. Although I XXXX  all requested documents, it continually takes two weeks for them to go back through underwriting. I have yet to be approved/denied, but I am told that if I don't reply with the requested documents by the date on the letter, no further consideration will be given. When I have emailed or called and left messages for the specialist assigned to my file, I usually do not receive responses. The file was returned from XXXX  saying my file was incomplete on XX/XX/XXXX requesting my XXXX and a letter explaining different names on my credit report. It was emailed XX/XX/XXXX. Also, rather than emailing me the request for information along with the letter, they only mail the letter. I provided my latest divorce decree on XXXX XX/XX/XXXX, I did not hear from CMG until I called/emailed the Specialist on XXXX XXXX, requesting to know an update/status. I was informed that it was still being reviewed. Then on the Morning of XXXX XXXX, I received an email with a letter dated the XX/XX/XXXX, with another list of things underwriting needed. This is where I feel as though things were starting to get away from my creditworthiness. There were requests for contract addendums, non realty addendums, and septic disclosure, Escrow analysis on my current home mortgage, Recent statement for XXXX XXXX loan, Signed and dated letter explaining addresses on my credit report and a letter to clarify if I would be living in the property I was applying for. Document to show my current employee location, Provide VA Statement of Service, and my XXXX statement from XXXX XXXX. All documents were printed out and mailed via XXXX  on XX/XX/XXXX with a XXXX XXXX am guaranteed arrival. I called my specialist because the sellers were not wanting to just continuously extend the closing date as they have moved out of the house and out of the country. I informed her that we had extended the closing date to XX/XX/XXXX, and they wanted to see if I would enter a short term lease pending the sale/closure. I did not hear back and was unable to reach the specialist until XX/XX/XXXX when she emailed me telling me that they couldn't discuss the process with anyone other than me. Additionally, they were requesting additional documentation. This time it was duplicate information from the previous request and nothing that was necessary to approve/deny me. This time the information requested was as follows : -Provide seller signed Loan Assumption Addendum and Non realty items Addendum -Homeowner 's insurance declaration page for my current address -Satisfactory documentation from my credit union regarding a vehicle loan -Satisfactory documentation of current employment location. Application shows XXXX, but XXXX provided still shows XXXX, provide current XXXX  to show current employment location along with signed and dated letter of explanation of current XXXX residency. Are you occupying the subject property? Are you paying rent? 

Please provide the requested information no later than XX/XX/XXXX, or no further consideration will be given to your application. 

So, I emailed the seller assumption addendum and non-realty again, my declaration page, I called my back and requested a 10 day pay off that listed the description of the vehicle. ( although the vehicle in question was awarded to my ex-husband in the divorce and the balance is only {$730.00} ). I resubmitted my Statement of Service, which listed my unit of assignment and its address. I also explained that I am a resident of XXXX  and my XXXX is reflective of that so that I don't pay taxes in the state that I am assigned. Shouldn't someone working with these types of loans, already know this. Additionally, I provided the line on the XXXX  that show the duty zip code.