Consumer complaint received 09/23/2017 about Mortgage (FHA mortgage) with Envoy Mortgage Ltd. (LA).
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint: I was pre-approved for a loan from Envoy Mortgage by XXXX XXXX with a substantial down payment in excess of {$30000.00} for a {$54000.00} loan. The property that I was attempting to purchase was a HUD owned property. Being a single mother with XXXX young children and only income from child support, my available funds to close were at a minimum. The power was not on during the initial offer period, and upon inspection after I attempted to have the power on, it came to our attention that I would not have the funds needed to close this loan and make the property livable at the same time, but I needed a loan denial letter or professional inspection in order to have my {$1000.00} deposit returned to me. I attempted several times to get in touch with XXXX XXXX to discuss the cash needed to close, and lack of and to explain to her that I was no longer going to be able to use the funds to close. I was never able to get in touch with her. The ratified contract was received on XXXX XXXX, XXXX. After I was unable to get in touch with her, I got my realtor, XXXX XXXX of XXXX XXXX Action Realty involved to contact her starting on XXXX XXXX, XXXX. XXXX XXXX was able to make contact with XXXX XXXX on my behalf via email, but instead of XXXX XXXX contacting XXXX XXXX or myself for discuss the situation, she stated to the title company that we were simply withdrawing the loan, which was not the case, but she had no desire to speak with us. On XXXX XXXX, XXXX, XXXX XXXX once again reached to to XXXX XXXX for me requesting the loan denial letter, and her response was " Did you not do it during the inspection period? '' XXXX XXXX advised her that the inspection was in fact completed during the inspection period, but we needed a loan denial letter. Once again, because of the inspection, we would not have the cash to close and make the home livable. XXXX XXXX then sent over a loan denial letter, but it did not have the lender 's contact information on it or the signature, so XXXX XXXX responded to her by stating that the letter would not be acceptable to XXXX XXXX, and a proper loan denial letter was needed. The letter sent lacked the lender contact information, lender ID #, and signature. XXXX XXXX 's response to XXXX XXXX 's XXXX was " XXXX ''. He explained to her once again that a proper denial letter was needed. She stated " Ok ', but she never got a letter to either of us. This was actually the second letter that was sent by XXXX XXXX, and at this time, it seemed that she began to get an attitude about the letter. On XXXX XXXX, XXXX, XXXX XXXX once again contacted XXXX XXXX requesting the loan denial letter on my behalf since XXXX XXXX XXXX XXXX to release my deposit. Once again, XXXX XXXX was told exactly what was needed on the letter, and her response was that we needed to wait until she met with XXXX XXXX who is her branch manger to get him to sign the letter. By XXXX XXXX, XXXX, XXXX XXXX reached out to XXXX XXXX Envoy Mortgage Branch Manager of the XXXX XXXX, LA offer to discuss XXXX 's actions and attempt to get a proper loan denial letter from her, and she forwarded the email to XXXX XXXX again with no letter from anyone as XXXX XXXX works out of both XXXX XXXX and XXXX Louisiana Envoy Mortgage offices. By this time, approximately a month had gone by, and I was unable to get in touch with XXXX XXXX to explain the situation. She would not return phone calls, text messages, or email. At this point, XXXX XXXX stated that it had been going on for no less than XXXX weeks and they needed to get the property back on the market so my deposit of {$1000.00} was forfeited due to lack of loan denial. At this point, it is approximately, XXXX XXXX XXXX XXXX then created a group email with XXXX XXXX of the XXXX branch and XXXX XXXX of the XXXX XXXX branch and finally got a response from me. He sent a copy of the loan denial letter that XXXX XXXX supplied to us, and XXXX XXXX acknowledged that the loan denial letter was not the proper letter that was needed and XXXX would be sent. He also created a group email that included XXXX XXXX, XXXX XXXX, XXXX XXXX, and himself in which XXXX XXXX says that she had an approval for the loan in the system, and that she did her fiduciary duties for me, and " It is not her job to write denial letters ''. She states that she escalated the issue to upper management to avoid confusion, but she had previously sent XXXX separate loan denial letters. The problem was the format of the letter. If XXXX XXXX would have taken the time to listen to the situation at hand and get the proper letter to me in a timely manner, she had no problem getting me the wrong letter, she would have known that I was financially no longer able to come up with the cash needed to make this deal happen. Instead, communication between everyone stopped, and her lack of communication cause me to lose my deposit. I still have no received my loan denial letter. XXXX XXXX gave us his cell phone number but has n't responded to my attempts to contact him either. I feel that I was unfairly treated by XXXX XXXX because my loan was too small, too hard, and she felt she had more important files to deal with than do her fiduciary duties to me which I feel are those of what is in my best interest as her client. I feel as if once she realized she would no longer make a check off of me, I was n't important enough for her to respond to which caused me to lose my deposit. To make it even harder, I feel that she has no remorse for her actions.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation