Consumer complaint received 2026-03-11 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: PARAMOUNT RESIDENTIAL MORTGAGE GROUP
State: NC

Complaint narrative:
b'We recently sold our home and our buyer got her mortgage through PRMG with XXXX XXXX The buyer was using gov assistance programs to purchase the home which was going to require extra time, 60 days to be exact. The home should have closed on SXXXX XXXX XXXX after going under contract XXXX XXXX XXXX. After reaching out to the lender XXXX XXXX XXXX, she stated everything was good to go the following XXXX XXXX XXXX XXXX XXXX XXXX she reaches out and says she needs more time. It was Labor day so we don\'t see the email till the following morning on the 2nd. She is requesting more time, 2 weeks to be exact. No biggie, two weeks is not so bad. She said they were waiting on the HOA approval for the buyer. We contact the HOA and they said it should be approved in a couple days. Buyer gets approval the following week and the Lender is silent this whole time. We reach out again and the Lender needs more time. They are pending one of the assistant programs approval. We contact the assistant program for more information and they said the completed packet to proceed is not even completed and was only recently started. It can take 30 days for this packet to be approved and this buyer was using two programs, each can take up to 30 days to approve and the second cannot begin the process until the first is complete. Here we are passed our 60 day closing timeline and the Lender has not even finished the first approval. Lender has stopped giving meaningful updates about what is going on and just states she is working DAILY on this account and will put a rush on it. The assistance program states they are pending several documents needed to approve. The seller (us) get with the buyer to inform her of this. She is a first time buyer and is a little lost on this process. We pass along the information to buyer with what she needs to submit. She submits it herself, bypassing the Lender since the Lender either had the information she sent already or never requested certain things. The buyer and the sellers pretty much take over submitting all the documents ourselves. We get approval from the first within 2 weeks. The lender is upset she is being bypassed at this point and tells the buyer to stop communicating with the sellers. The buyer continues to reach out to us and is welcoming our help. Our realtor has helped the buyer more than her own side has at this point. We are about 30 days past our initial closing date at this point and the Lender is no longer communicating with the buyer side when asking why we are still delayed, she is not requesting more time. The realtors are going back and forth each week trying to figure out what is even going on anymore. We sign 4 or 5 extensions during the next couple of months trying to keep the house under contract with very little information being given by the Lender. An extension will come to the end of the time frame and the lender has not reached out to ask for more time, the buyers realtor has trouble contacting the Lender at times. It is a whole mess. There were several times we sent emails asking if the Lender was even still working. The sellers side reaches out to PRMG management and work our way up the chain of command there asking for help and accountability until we reach the President of the company who steps in and assigns another Lender. The lender takes over some of her other cases so she can figure this one out I assume. I believe this was in early XXXX for a house that should have closed in XXXX after already being a 60 day close. XXXX comes and goes, thanks to the holidays the Lenders were off or on vacation while my family struggled to put food on the table esp. with a government shutdown over out head for little bit. December comes, everything has been approved and we are still not closed. The lender sends 5 emails since XXXX We have every single person with their hands in the pot or working on this account in a group email chain. Every single person is giving an update when something moves along or answering questions for us and the buyer except the Lender. We were mad by XXXX and absolutely livid by XXXX. One of the assistance programs reaches out to the group email saying the whole process will have to start over as the income information is changing because the Lender wants to add another person to the loan. Chaos breaks out and the Lender is denying everything but everyone communicates in the chain email since it is very clear the Lender is withholding information from both sides. The seller and buyer are even in these emails as both sides want answers. There is also an issue with a Section 8 voucher the buyer needs and the Lender "is in constant communication with the case worker". The buyers goes to the section 8 office to see what the hold up is and they have no clue what she is even talking about. The buyer finds out the person who the Lender was in her words, constant contact with quit working there a month prior and no one has been working on this voucher at all. How did the Lender not know this person quit a month ago if she was in constant contact with this person. We eventually get the document in before Christmas and but are waiting on the Lender to update all the information for that second person she "did not add". We can eventually close Jan 8th I believe after months of lies, false deadlines, sever lack of communication that required a president of a company to step in and general shady practices. The closing was so rushed and no one even though it was going to happen as everyone was informed the day before. We never even received the Alta as the buyer till after if I remember correctly. We initially did our closing documents back in August before the delay. We ended up having to pay double cost on some times because they expired, like estopals etc. We have no issues with the PRMG company and the others we reached out to were appalled to hear our story but our issue is with Isaura specifically. She never once apologies for the delays that were clearly her fault, she never seemed to care the stress she was putting both parties in nor did she actually seem to ever take it seriously until her President was involved. We are a military family and were selling due to orders to move. Our family had to report to our new duty station in late August. For the children to start school we moved mid August, so we knew there would be an overlap in having to pay for double housing for the end of august and Sept. We were already under contract and paid escrow for another house to close Sept 8th, the following week of this initial close. We did not expect this sale to be drawn out for 6 months while having to pay $4,000 a month on a home in Miami as well at $6,500 a month on Airbnbs in our new duty station. The lender kept promising 2 more weeks is all I need, another 2 more weeks etc. or just not say anything leaving us with no realistic timeline. We could not even get temporary housing either due to our credit to debt from the house or not finding a place that would rent to us monthly since we had no idea when this house would eventually close. We would have been homeless and starved if not for our entire life savings. We lost over $35,000. We moved when it was summer and since we had no home, we had to access to our house hold goods in storage this whole time. We had to not only pay for airbnb, a mortgage on a house that was empty but purchase all new clothes for the changing weather, pants, shirts, coats etc for 5 people while struggling to even make do. Every single thing that could go wrong with this sale did go wrong and I 100% believe it had everything to do with the way Isaura delayed submitting information, mixed up information that was needed and her general lack of actually working on things. She does not work in an office but a shared building thing and I 100% believe she almost never went to work. We must have called her office number 2000 times and she answered maybe 10 times in those 6 months, okay maybe slightly more but not much more. She ruined our trust in accountability for Lenders as there seemed to be nothing that could be done from the Sellers side to remediate this situation. She ruined our savings and put my children, myself through so much stress and anguish that could have be resolved if she had be forth coming with how delayed she was. We could have planned better if she from the start just said "things are backed up, I might need another month or two". Instead she tried to hide it and lie about it. There was absolutely no way she would have been able to close by any deadline she gave us before she eventually stopped asking for more time. Every person involved in this stated they were still pending paperwork from her days after every deadline. She should not be involved in a job where she has the power to ruin families and ruin she would if we had not already had a savings account for this sale to absolutely destroy. She was delayed on other accounts according to the buyers realtor and they had substantial delays so it was not just us she dropped the ball on. I hope she was dealt with by her company but I cannot sit by and do nothing if they did not fire her. I hope an investigation into her over the events of this summer finds the truth and while we wont receive compensation for this, closure in knowing this information is out there to warn others will have to do.'

Company response to consumer: Closed with explanation