Consumer complaint received 2016-02-15 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: SIRVA WORLDWIDE INC.
State: PA

Complaint narrative:
I applied for a pre-approval with Sirva Mortgage on XXXX XXXX, I received approval for $ XXXX - I advised that I did not plan to buy until XXXX as it is a relocation through my job promotion. We agreed we would put down XXXX % of the loan as the deposit and my company would pay for the closing cost and i would be responsible for prepaids. A couple days later we ended up finding a property for $ XXXX, my relator reached out to XXXX asking for a preapproval letter and with the offer we planned to make asking for $ XXXX in prepaids. We spoke with XXXX XXXX a loan relocation counselor and she stated it was illegal for us to ask for the seller to pay anymore than $ XXXX - my relator challenged her and explained the amount of the takes - she was admit that the prepaids would not be more than $ XXXX - this conversation took place with her on XXXX XXXX - from that moment on, we knew we had to show up to closing with 5 % minus the deposit we put down which meant we would need to come to closing with $ XXXX. On numberous different occasions we received a new loan disclosing document - in speaking with our processor, she stated they were not accurate and as it got closure we would have a more accurate document. After our home inspection, there were some repairs that needed to be fixed, we agreed with the seller to accept a $ XXXX seller credit for repairs. On XXXX XXXX, we received what was supposed to be our " final '' loan disclosure showing what we needed to bring to closing. The amount was about $ XXXX different than what Iwe were previously told to bring to closing - with a remaining $ XXXX and the difference of the $ XXXX for repairs we were under the impression coming to closing would be reduced meaning e would need to report to closing with about $ XXXX - I called into the processor that day - mid-day, I did n't get a response back from the processor until about XXXX and she was asking where we were going to get the remainder of the funds to close - I explained again as I had XX/XX/XXXX XX/XX/XXXX it would come from my husband and I pay as at this time we had $ XXXX - I asked why the $ XXXX repair credit was not listed and she stated she did n't know but would call me back - she also stated that I would need to have 2 months of reserve prior to closing - I explained that at no time did anyone ever tell us this and now 7 days prior to close they are saying we owe more than anyone had ever told us. She returned a call to me about XXXX stating that they corrected the error on the sheet and now we only need to come to closing with $ XXXX - I explained that was never shared with us - she then explained she understood why we thought the numbers were different but the issue was that the loan counselor XXXX gave us the wrong number she stated that pre-paids were actually {$6900.00} and the $ XXXX repair credit was used to offset that - I explained that no one has ever shared that and she then explained that aalthough my job was paying all my closing cost that {$980.00} could not be paid by my job and had to be added to the prepaids. I sent an e-mail of complaint that Friday night, on Mondday I continued the conversation with the processor who then sent me another statement reporting we needed $ XXXX - I stated this did n't make since, she asked did n't ehce closer call you 10 days ago, I explained I received an e-mail from the closer asking if we were going to be at the closing but no conversation. Later that day, we received another closing statement, then a different on Tuesday and a different one on Wednesday and then I received a call from the CEO - " XXXX '' attempting to explain the issue and advised they were going to give a lenders credit so we would be at closing with the $ XXXX but we are still short $ XXXX for repairs, my conversation with him was on Thursday about XXXX where he then advised our prepaids were not identified at $ XXXX

Company response to consumer: Closed with explanation