Consumer complaint received 2024-07-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: DHI Mortgage Company
State: NC

Complaint narrative:
I started my loan application with DHI mortgage in XX/XX/year> for a new build by XXXX XXXX that was scheduled for completion around XX/XX/year>. DHI mortgage was the builders preferred lender and the builder was offering money towards closing if I went with their preferred lender and closing agent. I was pre-approved through DHI mortgage and my loan officer was XXXX XXXX ( XXXX # XXXX ). DHI mortgage utilizes a document portal for uploading documents for your loan. All of my outstanding loan items where complete and my loan was sent to underwriting for review. As my closing date became closer I tried reaching out to my loan officer numerous times to request an updated loan estimate with the current market rate and information on when I would be able to lock in my rate. XXXX XXXX generated a loan estimate for me in the online system on XX/XX/XXXX. As rates started to decrease, I contacted XXXX XXXX via phone on Thursday XX/XX/XXXX. He did not answer so I left a message regarding my request for the loan estimate. XXXX XXXX returned my call Monday XX/XX/XXXX and stated that he would send the updated loan estimate over. I did not receive this estimate so I emailed XXXX XXXX on Tues, XX/XX/XXXX to formally request the loan estimate. With less than 30 days out I have never heard a lender not being able to lock in your rate. However, XXXX XXXX said he was waiting on the builder to advise on closing dates on the new homes before I could lock anything in. 

On XX/XX/XXXX, the builder notified me of my upcoming new home orientation scheduled for XX/XX/XXXX. At this time, i'm thinking as their preferred lender he is aware of the upcoming home closing as he mentioned since he advise me he was waiting on this list from the builder before being able to lock me into a rate. On Monday, XX/XX/XXXX at XXXX XXXX  I give XXXX XXXX another call since the builder has advised that my closing date has moved up to XX/XX/XXXX. At this time, i left another message with XXXX. The closing email was sent by the builder on XX/XX/XXXX, around XXXXXXXX XXXX ; where XXXX XXXX was also cc 'd. 

As of today XXXX XXXX I have not received any communication from XXXX XXXX since XX/XX/XXXX and still had not received the loan estimate I request. Due to the lack of communication and the new closing date I had to choose another lender to try to be prepared to close on time. And go through regathering all the documents I had previously supplied to DHI mortgage. Additionally, since I am now choosing to go with a different lender than the preferred lender I no longer qualify for the builder credit. Lastly, me going with only about 14 days til closing my lender may cause a delay in closing if they can not get the information they are requesting from the title company and DHI mortgage regarding the appraisal in time. If closing is delayed then I will further be penalized XXXX.

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