Consumer complaint received 2020-08-22 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — 
Company: eMortgage Funding LLC
State: TX

Complaint narrative:
To whom it my concern, My name is XXXX XXXX XXXX and this message is regarding the terrible service I received from a broker working for eMortgage Funding LLC in Michigan. My assigned LO ( Loan Officer ) was  XXXX XXXX. In the beginning, working with XXXX was okay. That changed shortly after I went under contract on a home I fell in love with. I noticed a communication problem when I was asking a question ( through text message ) and he didnt respond to it, yet replied 3 days later about my loan. My question was answered WEEKS later and my husband was the one that ended up just asking him. He called to let me know I had to mail in a check ( {$500.00} ) for the appraisal but he told me his company is paying for it and it would only be cashed if I did not close on the home. I ended up paying for it which is fine but why say that?? He didnt send me the address for the appraisal check ( like he said he would through email ) until a week after my last phone call with him and that is only because I asked for it. 
There were issues with the mail so they ended up ordering the appraisal anyway and XXXX also told me due to me not being happy with working with him, he would pay for the appraisal himself. Again, that was false. I could sense he was upset that I contacted another VettedBroker regarding him but as a veteran I try to follow the chain of command. XXXX communication was not only poor with me, but my realtor as well so I contacted another individual who is one of the leaders of the XXXX XXXX. In this business emotions should be left at the door and I should have not received reprisal because I was dissatisfied with XXXX. It went downhill from that. Communication was terrible. Me nor my realtor would hear from him for days. Clearly, he has an issue with my realtor because he ignores his calls and texts. How I know this is because I see XXXX posting several times on XXXX answering several different peoples questions yet isnt replying to me nor my realtor. Also, he would only contact when he wanted to instead of responding. That is highly unprofessional, so I decided well I must do this on my own. I called several different people ; other brokers, the underwriter, the appraiser ( nobody told me LOs arent allowed to speak to appraisers ). I let XXXX know that I gave him authorization to discuss any and everything with my realtor. I know nothing about buying a home, so I dont see as to why XXXX continued to ignore my realtor. My realtor has plenty of texts, emails and calls trying to reach XXXX with no response. Also, talking on the phone is much better and more professional than wanting to text all the time. Things become misunderstood and confusing via text/email, so it is best to talk on the phone, but it seemed XXXX didnt want to do that. 
Yes, XXXX just had a daughter, but if he was too busy to handle my loan he should have communicated that with me so I couldve chosen someone differently or he should have passed it along with someone else. Later I realized that I had to buy down my rate in order to get the home I wanted and I wasnt expecting that. When I got my preapproval, it should have been an amount I am approved on WITHOUT having to buy down my rate. That way I could have looked for a cheaper home or make the decision on my own instead of waiting until Im already under contact and close to closing. Not to mention on my closing disclosure it showed that I would be responsible for covering the re lock fee ( rate had to be re locked due to closing delay which comes with a large fee ). That is highly unfair considering the delay was not my fault AT ALL. My husband asked XXXX if I would be responsible for that fee ( the CD wasnt final ) and no response of course and I even told him I am refusing to cover that. Again, the communication was terrible so if something happened due to no fault of him, I nor my realtor would not have known because he did not communicate that. A lot of this could have been avoided with the proper communication skills and not having emotions as a barrier because I decided to call multiple people to try and help me with getting this home. Throughout this I did some research and talked to MULTIPLE professionals and they all agree I was treated poorly, that I should have been compensated in some way, that this is not my fault, that XXXX did a terrible job, etc I even explained COVID and XXXX having a baby, but it is still highly inexcusable. I hate for this to have happened to me. Ive seen 2 other bad reviews online ( after all of this ) about XXXX and I can relate to them especially the review from XXXX XXXX. The other is from a disabled veteran and I too am a disabled veteran, so I feel for him.

Company response to consumer: Closed with explanation