Consumer complaint received 2024-06-07 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: DHI Mortgage Company
State: FL

Complaint narrative:
On XX/XX/XXXX I began the process of purchasing a home with XXXX XXXX at XXXX XXXX XXXX XXXX XXXX, FL XXXX. In selecting the lender I chose to proceed with DHI Mortgage. I exchanged initial information with XXXX XXXX staff on the property staff and was advised that their lending team would follow up. I did not receive follow up communication until I reached out to the same staff advising that no follow up from the lending team was received. 

On XX/XX/XXXX I received made contact with my loan officer XXXX XXXX XXXX XXXX. In describing my purchasing plans I advised that I have no current credit score or active credit tradelines present and that I was willing to put down a large down payment. XXXX advised that DHI Mortgage would be able to do manual underwriting and establish alternative tradelines for credit reporting. Furthermore, she described that a FHA loan would be an option. I also noted to XXXX that I currently have a housing lease that is expiring on XX/XX/XXXX. With this information provided to XXXX, she affirmed that DHI would be able to meet the needs of the circumstances described. I then promptly completed the application documents promptly within the following days. 

Between this time I did not receive any further communication from XXXX until I sent on XX/XX/XXXX her an email asking if any follow up documents were needed. In a following phone call she then stated the need for documents to assist in establishing alternative credit tradelines. These were furnished in full by XX/XX/XXXX. 

I did not receive any further communication and my real estate agent made contact with XXXX on XX/XX/XXXX who in reply stated that the alternate tradeline credit report was completed on this date and that my file was being submitted for underwriting. My agent in reply emphasized that I was in a urgent timeline due to my housing lease expiring on XX/XX/XXXX. 

On XX/XX/XXXX I spoke with XXXX who advised that the credit reporting was not complete and that further follow up with a credit reporting company XXXX XXXX would need to be completed. Between this time I was under the impression based upon previous correspondence that I was in underwriting and that all credit matters were completed. 

On XX/XX/XXXX XXXX notified me that I needed to complete a conference call with XXXX XXXX to contact my alternative tradeline entities to assist in verifying my accounts. This was completed the same day and XXXX was notified of such. In this time I was also advised that the lending team was aiming to close by XX/XX/XXXX. 

On XX/XX/XXXX I was contacted by DHI Title to schedule a closing date. I tentatively chose XX/XX/XXXX and advised that things appear to still be in progress with the XXXX XXXX. On this same day I was CCd on email correspondence between the lending team and title team. The lending team requested to again move the closing to XX/XX/XXXX. I then attempted to contact XXXX who in a email auto reply stated that she is out of the office until XX/XX/XXXX and that XXXX XXXX XXXX XXXX can assist. I promptly emailed XXXX to inquire about the status of the loan and stressed that I'm in a urgent situation regarding my housing living in a now expired lease. In reply XXXX affirmed that the credit reporting is still with XXXX XXXX and suggested that I try to be added as an authorized user on someone's lending accounts. 

In further replies with XXXX and contacts via my realtor towards XXXX 's supervisor I advised that I am at an impasse and very concerned regarding the conflicting information regarding the direction of the loan process and the lack of urgency and non acknowledgement concerning the hardships that I am dealing with because of the multiple delays. Since the beginning of my interactions with XXXX XXXX I was aware that I would need alternative tradelines and that it would take some time outside of the norm and was under the belief that I gave them sufficient time. I also explained to them my timelines to which it was affirmed to me that XXXX XXXX would be able to meet them. I have provided prompt response to any information or documents requested. Communication with the XXXX team as of XX/XX/XXXX has since broken down to them being non-responsive. 

The delays have caused significant hardships. I am currently living in my apartment under an expired lease. The landlords and new tenants have executed a new lease effective XX/XX/XXXX with an informal handshake agreement that I may reasonably live in the apartment until the purchase closing is finished. Based upon timelines with XXXX XXXX continuing to spiral forward I am in fear of potentially being homeless and or having to scramble to find temporary housing along with the expenses moving of my items into storage. In addition to this, I have a roommate that was planned to move into the property being purchased who is having to live in temporary housing arrangements as a result of the delays. Throughout this process the lending team at XXXX XXXX has not acknowledge the hardships incurred nor taken ownership for them.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief