Consumer complaint received 2021-11-24 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: INTERFIRST MORTGAGE COMPANY
State: IL

Complaint narrative:
Interfirst Mortgage appears to be a scam. I have never experienced such inept behavior, such a long underwriting process ( currently XXXX weeks ) or the massive exodus of it's employees. They have NOT approved my loan, yet have changed Mortgagee on my Homeowners insurance without my approval. I am now being charged for insurance from my original mortgage company. Please see below for the series of events. Please contact me at any time for added context. 

XX/XX/21 Applied ; assigned to XXXX XXXX XX/XX/21 XXXX requested completion of documents. In turn, I emailed request for additional information before proceeding XX/XX/21 XXXX sent a XXXX request for completion. I emailed XXXX request with list of questions. 
XX/XX/21 XXXX sent a XXXX request ; I responded with request to answer my questions XX/XX/21 I sent another request for additional information ; email bounced back saying XXXX is not an employee XX/XX/21 XXXX sent a XXXX request ( still using XXXX 's name ) XX/XX/21 I called and received a return call from XXXX XXXX ( Also no longer with the company ) XX/XX/21 Received an email from XXXX XXXX saying she has been assigned as my processor ( Also no longer with the company ) XX/XX/21 I provided all requested information via their portal XX/XX/21 Received notice that loan is being underwritten XX/XX/21 Received noticed that the loan is " initially '' approved XX/XX/21 XXXX requested Prop Inspection Waiver, Spouse info, XXXX XXXX XXXX XXXX, letter explaining credit inquiry. Immediately provided all XX/XX/21 XXXX requested XXXX XXXX contact information. I immediately provided XX/XX/21 Requested explanation of credit inquiry ( which was provided 4 days earlier ). I emailed XXXX to confirm. 
XX/XX/21 XXXX emailed to tell me they do have information XX/XX/21 XXXX emailed XXXX for the explanation of credit inquiry XX/XX/21 Emailed XXXX again to tell her I provided. Received an " Out of Office '' notice XX/XX/21 After not receiving a response, I emailed Tyra again XX/XX/21 Tyra confirms her XXXX " satisfied the request '' XX/XX/21 XXXX changed my mortgagee in my insurance without my permission. Emailed XXXX to inquire. 
XX/XX/21 XXXX confirmed they did change it XX/XX/21 Emailed XXXX again for status of loan XX/XX/21 XXXX again requested XXXX XXXX contact information that I provided on XX/XX/21. Emailed to confirm they have information XX/XX/21 XXXX emailed - did not acknowledge that they already had the info ; just said the underwriting dept was wait for documents XX/XX/21 I emailed XXXX to assure she had correct information. Received out of office XX/XX/21 Received another email asking for condo association contact information; sent a screen shot of the contact info from the Association 's billing statement. ( Same information I had already given ) XX/XX/21 XXXX emailed again for XXXX XXXX contact information. I provided the number again XX/XX/21 XXXX emailed to tell me they are still awaiting information from the association. I asked for specific information needed so I could get it myself XX/XX/21 Received email from XXXX XXXX saying they are now my new contact. Also asked for XXXX information again. 
XX/XX/21 I contacted my association and they provided me update that XXXX was looking for proof of payment status. Though they provided, I asked that they forward to me. I promptly sent to XXXX XXXX at XXXX. The email bounced back saying the email does not exist XX/XX/21 Emailed XXXX for status of application XX/XX/21 Received an email from XXXX XXXX that the loan XXXX left the company and I am now assigned to XXXX XXXX. Also said they are having " issues '' with the XXXX XXXX XX/XX/21 I emailed XXXX and asked for SPECIFIC info needed from condo assn. XXXX responded asking someone named XXXX to provide me the info needed. 
XX/XX/21 I received another email from XXXX XXXX saying that my file has now been assigned to her. Said they are working on " items internally '' and will continue to update me on the process. Fact of the matter is that they NEVER provide an update unless I ask.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation