Consumer complaint received 2020-03-15
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Fairway Independent Mortgage Corporation (TX)

XX/XX/2020 Conventional loan ( with a renovation loan wrapped in ) sent to processing XX/XX/2020 Loan company receives appraisal on home XX/XX/2020 Loan sent to underwriting XX/XX/2020 Loan approved with goal date of closing on XX/XX/2020. Email from loan officer at XXXX XXXX   stating " We are approved and our renovation team is going to be sending your initial closing disclosure later today. So we are well on track for closing on the XXXX. '' XX/XX/2020 Email from loan officer and/or team " initial closing disclosure '' at XXXX XXXX. Document does not have 20 % down, does not have seller 's credit of $ XXXX, and has PMI XX/XX/2020 Client emails loan officer regarding seller 's credit of $ XXXX not being shown XX/XX/2020 Client emails loan officer requesting 20 % down ( previously told via phone ) XX/XX/2020 Email from loan officer and/or team " change of circumstance closing disclosure '' at XXXX XXXX. " This document must be reviewed, e-signed and accepted by XXXX  tonight. If you have any questions, please contact your Loan Officer directly. '' And " A delay in signature could require a change in your closing date ''. Loan officer contacted and not available via phone. Client felt pressured to sign to keep closing date of XX/XX/2020. Document did not include requested updates, i.e. 20 % down, seller 's credit, etc. 
XX/XX/2020 Client emails loan officer and " customer care '' on separate emails to voice concerns re : repeated failure of loan officer to make necessary corrections to documents, the pressuring of signing incorrect documents with the potential of delaying closing. Client 's spouse cc 'd on both emails. 
XX/XX/2020 Loan officer calls client at XXXX XXXX, apologizes and says the next document will have the updated changes XX/XX/2020 Loan officer asked to reply to all from " customer care '' regarding complaint at XXXX XXXX, however, loan officer does not include client on email as requested by " customer care ''. In his reply, the loan officer indicated the borrower is " skiddish ''. The loan officer 's " customer care '' team closed the ticket " with the information [ the loan officer ] provided '', including " Once I [ the loan officer ] explained everything he calmed down and we are good ''. The client wasn't included on the email to contest or counter the loan officer 's repeated failures of a " smooth loan process ''. It was later discovered on XX/XX/2020 that the client 's spouse received the email from the " customer care '' and loan officer. 
XX/XX/2020 Loan officer emails client at XXXX XXXX, and states that the underwriter added as a condition after reviewing the appraisal ( XX/XX/2020 ) that " both bathrooms '' be in working order - 5 business days before closing XX/XX/2020 Email from loan officer and/or team " change of circumstance closing disclosure '' at XXXX XXXX. Document still contained errors, including the addition of mortgage insurance. Loan officer notified of error via email, and replied at XXXX XXXX  that " I can confirm you will not have MI and that it is not currently in the file ''. However, client still signs incorrect document to keep closing date of XX/XX/2020 XX/XX/2020 ( Saturday ) Email from loan officer at XXXX XXXX that " the other two bathrooms be brought to a functioning condition '', and that the " reno [ vation ] desk reached out to [ the ] contractor yesterday '' which was estimated to cost the client an additional $ XXXX - 4 days before closing