Consumer complaint received 2026-04-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: PulteGroup, Inc.
State: FL

Complaint narrative:
This notice will serve as a Qualified Written Request and complaint of my experience with the loan origination practices of Pulte Mortgage. I am filing this complaint against Pulte Mortgage for repeated failures in communication, underwriting practices, and loan processing practices during my FHA mortgage application that caused substantial financial harm. XXXX. Direct Financial Harm and UDAAP Complaint Lack of Communication Resulting in Direct Financial Harm. On XX/XX/2026, XXXX XXXX and XXXX XXXX XXXX XXXX ( hereafter known as the Buyers ) entered into a purchase agreement contract for a property purchase amount of {$430000.00} with Pulte Mortgage ( hereafter known as Sellers ) for a new construction townhome, subject property located at : XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX It was determined during the loan application and credit review process that the borrowers would add a third-party to the title only with vested interest, identified as XXXX XXXX XXXX The Seller agreed to the change and submitted a formal Change Order to the purchase contract, including XXXX XXXX on title but not as a guarantor to the mortgage. During the loan application, pre-approval, and XXXX XXXX XXXX, the loan closing date was originally estimated to be on or around XX/XX/2026. On XX/XX/2026, the Seller advanced the closing date to XX/XX/2026 at XXXXXXXX XXXX and this date was confirmed by the title company ( XXXX XXXX ) by way of email and phone calls to both Buyers. In reliance on that confirmation, XXXX XXXX arranged international travel from XXXX, XXXX, and XXXX XXXX arranged travel from California, returning to Florida and accommodating the closing date. The Seller failed to correctly submit title vesting information in the Change Order to the purchase contract, now requiring the addition of XXXX XXXX per Florida law as spouse to XXXX XXXX. XXXX XXXX advised that XXXX XXXX would need to be vested on title and be present for the closing appointment, resulting in last minute additional travel for XXXX to Florida, also from XXXX, XXXX. Travel costs incurred : XXXX XXXX : {$1100.00} ( initial ticket purchased for XX/XX/2026 ) XXXX XXXX : {$1100.00} ( changed to XX/XX/2026 for closing ) XXXX XXXX : {$410.00} ( Purchased XX/XX/2026, due to closing reschedule ) XXXX XXXX : {$1200.00} ( purchase ticket for XX/XX/2026 ) XXXX XXXX : {$230.00} ( Purchased XX/XX/2026, due to closing reschedule ) XXXX XXXX : {$160.00} ( return to Florida from California, XX/XX/2026 ) Total travel : XXXX On XX/XX/2026, all parties arrived at XXXX XXXX by XXXX XXXX as scheduled and were notified that the loan was not ready to fund and closing had never been scheduled. While at the title company, Pulte Mortgage Loan Processor XXXX XXXX called XXXX XXXX to apologize for the miscommunication and, for the first time, to review pending conditions over the phone, to determine how to satisfy each. Simultaneously, Loan Officer XXXX XXXX was attempting to call XXXX XXXX and XXXX XXXX XXXX, successful in his attempt with XXXX, having previously left a voice message with XXXX, also apologizing for the miscommunication of not reaching out regarding the lack of a closing date but offering no resolution to the circumstance. Clearing the pending conditions required no additional documentation from the Borrowers. Within three ( 3 ) days, all conditions were cleared and the closing was rescheduled for XX/XX/2026. This demonstrates that the Borrowers had submitted all required documents timely during loan application and credit approval review, but the Seller neglected to review, address, or clear the conditions in advance, or to properly communicate with the Buyers of any open issues, or the inability to schedule a proper closing date, thereby causing the entire failure and direct financial harm, for which no remedy was provided or offered. Unnecessary Financial Risk to Borrower In addition, Pulte Mortgage violated the Real Estate Settlement Procedures Act ( RESPA, 12 U.S.C. 2601 et seq. ) and Regulation X by requiring the borrowers to pay cash-to-close amounts or related fees directly to XXXX XXXX prior to final loan approval and before the loan was ready to close. This demand to pay closing costs to XXXX XXXX was requested despite the loan not being fully underwritten, conditions not yet cleared, and approval letter not received exposing borrowers to unnecessary financial risk and out-of-pocket expenditures on a transaction that Pulte Mortgage itself could not complete. RESPA and its implementing regulations are intended to protect consumers by ensuring transparency, proper timing of settlement cost disclosures, and prevention of abusive or premature collection of settlement-related charges in federally related mortgage loans. Requiring advance payment to a third-party settlement provider ( XXXX XXXX ) before the Pulte Mortgage had approved the loan and cleared all conditions constitutes an unfair and improper practice that contributed to the overall financial harm, including the wasted travel, living expenses, lost wages, and additional per diem interest detailed elsewhere in this complaint. The cash-to-close was requested by XXXX XXXX and paid by the Borrowers at XXXXXXXX XXXX on XX/XX/2026. Approval of the loan and letter were not provided until XXXX XXXX on the same day. Prior to XX/XX/2026 despite complete documentation being provided at application, there was no meaningful communication or updates from Loan Processor XXXX XXXX or Loan Officer XXXX XXXX. Responsiveness only began on the failed closing day in reaction to the miscommunication. The delay from XX/XX/XXXX to XX/XX/2026 caused additional financial harm to the Buyers through additional per diem interest accrued to close the loan and travel costs. XXXX Unfair Underwriting Conditions on XXXX XXXX ( W-2 Employee ) : XXXX XXXX provided full dissolution agreements for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( releasing him from all financial impact and tax liabilities ), plus two years of personal tax returns and K-1s. Per HUD Handbook 4000.1, he qualifies solely as a W-2 wage earner. Yet, Seller required and demanded full business tax filings, including all schedules, business income and/or Profit & Loss statements, and company tax transcripts at the borrowers expense even though lenders are responsible for ordering IRS transcripts via Form 4506-C. Financial Harm : Travel costs : XXXX Lost wages for self-employed XXXX XXXX XXXX XXXX XXXX ) : {$3300.00} ( 10 days at $ XXXX ) Groceries for 2 adults in XXXX for 10 days : {$200.00} ( based on 2026 averages of ~ {$560.00} $ XXXX for a couple, adjusted for Florida/XXXX costs ) Additional per diem interest charged due to the lender-caused delay Total minimum harm : Estimated {$7700.00} plus unquantified lodging/transportation costs These acts constitute unfair, deceptive, or abusive practices under UDAAP and violate responsible mortgage servicing/origination standards. What I want Pulte Mortgage to do : Refund all additional per diem interest and reimburse all documented harms ( minimum {$7700.00} ). Provide a full explanation and apology for improper underwriting conditions to qualify XXXX XXXX as a XXXX employee despite already-submitted documents. Provide a full timeline and explanation of the communication and condition-clearing failures, with followup of feedback and training for Processor and Loan Officer. Copies of all internal notes showing when conditions were actually reviewed and by whom. A complete explanation of why pending conditions were not reviewed or clarified until the day of closing while borrowers were at the title company.

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