Consumer complaint received 2025-04-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Loan estimate or other related disclosures
Company: TAYLOR MORRISON HOME FUNDING, INC.
State: NY

Complaint narrative:
Report of Discrepancy in Mortgage Loan Terms and Miscommunication by Loan Officer Property in Question : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I participated in a phone interview with loan officer XXXX XXXX XXXX XXXX mortgage loan for a property by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX Present during this call were my husband, myself, and my parentsall of whom can confirm the conversation that took place. 

During this interview, XXXX XXXX performed a hard pull on my credit and discussed the mortgage terms for which I was under contract. Specifically, she informed us that the interest rate for the loan, categorized as a secondary property, would be 5.75 % with no origination points or fees. Additionally, she confirmed a {$10000.00} seller credit and an extra {$1500.00} credit for being a first responder. 

Encouraged by these terms, I immediately requested an interest rate lock. XXXX XXXX agreed and stated we would soon receive access to the loan portal to upload documents, and that we should expect formal disclosures within three days.

Issue Encountered : When the loan disclosures arrived, the terms did not reflect the previously discussed agreement. While the interest rate of 5.75 % was listed, the documents included several origination feesfees we were explicitly told would not be included.

Upon discovery, my husband ( authorized to speak on my behalf ) contacted XXXX XXXX. She initially claimed it was an error on the rate lock board and instructed us to sign the documents anyway, assuring us the issue would be corrected. My husband refused, requesting the corrections be made prior to signing. 

XXXX XXXX then stated she would message underwriting immediately and even read aloud what she claimed to have sent. However, ten minutes later, she called back and stated that she had originally provided an incorrect quote, and the actual interest rate would be 6.75 % a full 1 % higher than what was previously promised.

At that point, I informed her that I would seek legal advice. Following consultation with my sister, an attorney, I was advised not to sign the documents and to file a formal complaint with XXXX XXXX XXXX and the Consumer Financial Protection Bureau ( CFPB ). 

Conclusion : This experience has caused me emotional stress and potential financial harm, as I am now uncertain about my loan terms, timeline, and the overall integrity of this process. The discrepancy between the verbally promised terms and the official disclosures, combined with the shifting narrative and lack of accountability, is extremely concerning. 

I request a thorough investigation into this matter, an explanation of how this error occurred, and a resolution that honors the original loan terms provided during the initial conversation.

Company response to consumer: Closed with explanation