Consumer complaint received 12/29/2016 about Mortgage (Conventional fixed mortgage) with Integrity First Lending LLC (VA).
Issue: Application, originator, mortgage broker

Complaint: Sent from my iPad Begin forwarded message : From : XXXXXXXXXXXX Date : XX/XX/2016 at XXXX GMT+10 To : XXXXXXXXXXXX Subject : Loan We were quoted 3.75 on a refinance through Integrity Lending. We have an email from the loan officer stating this rate was locked, but as the process went on and we started questioning him, our loan officer made several conflicting statements on the rate lock and requirements that had to be met before the rate was locked : that it could n't be locked until all documents were in, not until it went to processing, and later that he was unsure of the status, because an 'old document ' was 'removed ' from the file. After we paid {$750.00} for the appraisal, we went into the system and saw 1.89 points had been added. There was no email or voice discussion of this change, someone just went in and changed it. The initial letter from Integrity Lending stated rates are locked for 30 days, but when we questioned the points we were told they " were sorry '' no one told us the lock was only for 14 days. The following is a timeline of events : on XX/XX/XXXX email stating the rate is locked. XX/XX/XXXX all forms submitted, then XXXX more forms requested. XX/XX/XXXX all forms submitted. XX/XX/XXXX we were informed the loan was moving to processing. XXXX XXXX we were then told the company changed systems and the file needed to be re-started in the new system. We were told the documents were 'the same ' and the loan officer 's email stated, " This does n't mean you have to send us everything again, we simply have to get a couple disclosures resigned with today 's or later date. '' When had n't heard anything and requested an update, we 're told they are " unsure of the lock status '' and that " we generally ca n't lock until we move to processing. '' But we were told the loan moved to processing on XX/XX/XXXX. XX/XX/XXXX on-line forms reaccomplished and we ask about closing on XX/XX/XXXX. XX/XX/XXXX informed closing can not be scheduled until the appraisal is completed & we remind them appraisal was completed two weeks prior, then are told that closing would be in 14 days. On XX/XX/XXXX, the processors ask for additional forms, which we send back. At this point we see 1.89 points were added to loan rate without any telephone or email notification. We were told the forms were the same, just a different format and that was blatantly untrue. In a teleconference with our loan officer and his supervisor, we were told the loan was only locked for 14 days, and that they 'were sorry ' they did n't tell us that and they 'could offer ' us 4.75, I full point higher than the original terms. We lost {$750.00} in appraisal fees and the chance to refinance at a beneficial rate. At best, this company is poorly managed. At worst, the changes, misinformation and delays are intended to avoid closing when rates are increasing. The supervisor sent an email stating they have strict deadlines, but we were never informed of those deadlines. The majority of delays were clearly on the part of Integrity Lending. We were told, 'not to pay our XX/XX/XXXX payment ' because we were going to close before then, so based on the letter about the 30 day lock and the date of the original lock email, the fact that we were never quoted another rate or informed of a deadline, we thought everything was on track. There clearly was a breakdown in Integrity 's process. This is especially concerning when the people affected are XXXX military XXXX. They continue to remind us that they will give us the {$750.00} back if we still go with them and that we can benefit at nearly our current rate by rolling the escrow into the principal, continuing to try to take advantage of the loss they caused. We acted in good faith and expect the original conditions to be honored.

Company response to consumer: Closed with explanation