Consumer complaint received 2025-01-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Changes in loan terms during or after closing
Company: NVR INC.
State: NC

Complaint narrative:
On XX/XX/2024, I had a meeting with NVR Mortgage at their XXXX location to go over the mortgage application. During this meeting we discussed the loan terms, what I needed to pay off prior to closing, what my {$5000.00} Earnest Money deposit would be applied to. I was told that because I had a personal loan account with XXXX XXXX, my {$5000.00} Earnest Money deposit would be used to pay that off at closing. There was a delay in the release of XXXX XXXX XXXX XXXX assistance to XX/XX/2024. During this time a collection account appeared on my credit, that needed to be cleared before I could move forward with XXXX program. I was told by NVR Mortgage XXXX that they would refund me my Earnest Deposit to pay the collection settlement. If they did that, I would still have the XXXX XXXX account, that wouldn't be paid off. I chose to pull money from my IRA account to pay off the collection, to keep the original loan terms. I took care of that quickly and still was delayed in getting a final closing approval from NVR Mortgage. Around XX/XX/XXXX, I received an email that I needed to sign an updated Closing Disclosure from XXXX XXXX, and that he would call me in XXXX hours to answer any questions. That never happened, but I did finally get a final closing approval and was told I needed to wait for the final XXXX approval, which took a little longer because of the XXXX holiday. I finally got a closing date of XX/XX/2024. In that time between final approvals, I never got a new Closing Disclosure, a call from XXXX, nothing happened. I get to closing under the pretense that the original loan terms were still in place. XXXX weeks after closing I received a statement from XXXX XXXX and the balance hadn't been paid off. I didn't think too much of it because of the holidays, but I did reach out to XXXX, who was my go-to during this process to ask when the account would be paid off. I didn't hear from her, sent an email to XXXX XXXX, XXXX XXXX XXXX XXXX 's supervisor ), and left a voicemail for XXXX regarding this issue. I couple days later I received an email from XXXX stating that they didn't need the money to pay off the account because of income, and other things. I asked where the Earnest Money went, because this was not communicated to me and now, I have accrued another bill I didn't anticipate having and didn't plan for. I then reached out via email to XXXX 's supervisor XXXX XXXX and have heard nothing. I received an email from XXXX stating she is going to have XXXX look into this and provide me with context into what happened. I requested that the account be paid off, because that is what was agreed to, and I wasn't notified otherwise that anything was changing. A day or so later, I received an email from XXXX with an explanation of why he didn't use the Earnest Money for the XXXX XXXX account pay off as agreed. However, the problem is that I was not notified of a major loan change like this, that would impact my finances. I would have NEVER closed on this loan knowing of these changes. My choice was taken away to make a decision that was best for me and my finances. What is by far worst is that my loan was sold to another company quickly, in the hopes I wouldn't realize what happened until well after the transition to the other loan company. NVR Mortgage has refused to rectify this situation, don't return calls, and are barely responding to email.

Company response to consumer: Closed with explanation