Consumer complaint received 2020-11-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: GREENTREE MORTGAGE CO. L.P.
State: NJ

Complaint narrative:
On XX/XX/XXXX- I was contacted by XXXX XXXX for XXXX XXXX XXXX XXXX because of a home I inquired about on the XXXX site. I was pre-approved by a lender in California for {$540000.00}, but the lender did not service New Jersey so XXXX informed me of a lender she works with name XXXX XXXX from Greentree Morgage Company. Being a XXXX  resident and relocating to XXXX XXXX, I trust XXXX to link me with a lender that will be professional and get the job done. My first contact with Mr. XXXX on XX/XX/XXXX. I provided in detail that I was relocating and that I was work remotely and would continue until I secured a XXXX position in XXXX XXXX. I asked would there be any issues before I go forward with running my credit. I also email my XXXX  pre-approval and underwrite documents for his review. I did not hear from Mr.XXXX  for a few days, I remain in contact with Ms. XXXX. When I finally was able to reach Mr. XXXX he explains that because I was working remotely, I was not able to secure a loan until received a job offer, but we could continue the loan process, but will not able to close until I secure employment. I informed him I would like to continue moving forward with the process. I contacted XXXX  Lender and inquired about purchasing a home out of state. I was informed that there were two options : I could purchase as a second home at 10 % or purchase as an investment property at a 20 % down payment. I found a townhome for $ XXXX, I immediately contact Ms. XXXX informing her that I want to do the second home option. Ms.XXXX  contacts Mr. XXXX requesting a pre-approval for $ XXXX. She received, made the offer, and it was accepted. On XX/XX/XXXX, I received an email from Mr. XXXX stated he needed my monthly income, I email it to him. I received another email requesting a copy of all bank statements ASAP. I send and text him it was completed and please confirm once received. He did confirm received. I received another email stated he needed a copy of my co-signer retirement. I replied informing him I told him when asked by XXXX whether or not will I use and co-signer, I told her no because the property amount was lower than the property I was purchasing in XXXX. The pre-approval that XXXX received only listed me as the applicant. I expressed to Ms.XXXX Mr. XXXX disrespectful ; insulting questions and inappropriate comments. I expressed that I know each state was different, but his behavior has nothing to do with state real estate. He does not respond to my question on email or text. He asked me about XXXX ( I do not know if that's someone's first or last name ) and my co-signer is XXXX XXXX, I asked did he mean XXXX XXXX or was he confusing me with another client. I received no responses. He emails me requesting documents that he confirmed he received. He stated he is working remotely and can not remember. I asked where my documents following the privacy act, because I had sent the same documents multiply times. I again, express my concern with Ms. XXXX, she agrees to speak with Mr. XXXX and also Ms. XXXX XXXX to ensure we are on the same accord and moving forward. Also, we concerned about working with another lender because of the dissatisfaction with the services, I am receiving. Ms.XXXX spoke with Ms. XXXX and she was going to give me a call letter that day. I received a call and express what was according to XXXX XXXX ( branch manager of Greentree Mortgage ). She informed me she would review my documents and give me a call. I informed her that I was flying into New Jersey that night and feel free to email me if anything is needed. She requests another copy of my XXXX w2, I email and asked her to confirmed received. I did not receive a call so I contact Ms. XXXX for an update. She stated that I would need a co-signer. I asked why, and she stated that they have to consider my rent from my primary residence, I informed her that I am currently in XXXX XXXX residing with family and I do not pay any rent. I informed her the only debt I have is student loans. She stated my car payment and informed her that it was payoff by the insurance company and I have a letter from XXXX and a copy of the transfer of title. It was paid off in XXXX and I was informed it would take a few weeks before it shows paid. I offered to send those documents and because she did not believe I was in XXXX XXXX proof of flight and PODs storage receipt. I asked for a corporate email to express the treatment I was receiving. She stated she would have to find it giving that Mr. XXXX is the branch manager. On XXXX XXXX Ms. XXXX stated that she was sending my file to the underwritten supervisor to review. The next morning I received, an email requesting a letter from my employer the questions are : 1. Will the letter say that she is a fully remote teacher and can work permanently from XXXX? 
2.As far as continuance of income, I assume she only has a 1-year contract. Will the school say the contract can be renewed with her working out of state? 

I do not understand if it's a second mortgage why would it provide a letter indicating permanently resides in New Jersey. How can anything be promised job security for next year? Also, I had informed Mr. XXXX that I will seek employment in the tri-state area. I provide proof of on had monies that could cover the home expensive. 

I asked for the underwritten supervisor 's contact information for letter clarification. Ms. XXXX stated : Hi XXXX, We are not permitted to release their contact information. Underwriters do not speak with borrowers/clients. When you provide the information they requested, we would email it back to them for their review. 
Again, I requested a copy of all my documents : underwritten, credit report, and the pre-approval. I have not received them.

Company response to consumer: Closed with explanation