Consumer complaint received 2022-07-07 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — 
Company: FBC MORTGAGE, LLC
State: KY

Complaint narrative:
Our closing process was very stressful and the lack of communication almost made us not able to close on our home. We reached out repeatedly asking if we had everything needed and if we were clear to close. We got so many different mixed answers. Our loan officer was constantly out of the office including our week of closing so she was unavailable to help. We had to reach out to her supervisor multiple times due to lack of response throughout our process. We received our final closing disclosure on XX/XX/XXXX. Despite signing that and thinking we were done we were still confused because the processor kept reaching back out saying we were not. Our loan officer and her supervisor had said we were clear and notified our builder as well. 

During our process they forgot to verify 2 years of rental history, they said it was the last thing needed so the week before closing I provided all of my former apartments contact information including 3 years of payment history to ensure nothing further would be requested. We didnt hear anything else after that so we reached out to confirm we were set to close. Our processor said no your file is still being reviewed and I never said you were clear to close. We started to panic because at this point we were just 2 days out from closing. Closing was supposed to be at XXXX XXXX XXXXXX/XX/XXXX and we heard we still werent clear on XX/XX/XXXX. On XX/XX/XXXX the processor said she needed to know about an XXXX  payment I made XX/XX/XXXX, she said it didnt show up on my credit as open credit. XX/XX/XXXX was my last payment on a 6 month term through XXXX. I provided the truth and lending disclosure and my full 6 month payment history. The morning of XX/XX/XXXX the day we were supposed to close I received a call from the credit company FBC utilizes who did a conference call with me and XXXX and confirmed I was paid off and all payments were on time. We reached out to make sure we were clear to close and that was the last thing needed. The processor still said things needed to be reviewed and wouldnt give a straight answer. Our builder was just as confused as us because they had already been notified we were good and they didnt understand why we were still being asked for items. I could have provided my rental history and XXXX payment history in early XXXX. They dropped the ball and waited until the very last minute to do things leaving our family stressed and worried. 

Our closing ended up being pushed to XX/XX/XXXX by our builder. We got an automated email from our loan officer saying we were clear to close. My husband emailed asking if this was correct and the processor still said no and said they needed a final inspection and appraisal pictures. This was confusing because we signed a final appraisal in early XXXX. So many times we were left confused and not understanding what was happening. We were terrified throughout our time working with FBC we wouldnt get our home. I reached out often reminding them I am a first time homebuyer and confused on what is going on. I would either be ignored or met with a rude, vague response. 

We received an updated final disclosure to sign 2 hours before closing and our closing costs went from XXXX to XXXX. This was a big unexpected change for us and we were in the process of packing to move. We called and were told we wouldnt be closing if we didnt come up with the new amount so I ran to the bank and got a second certified cashiers check. I already had one for the original amount we were told. We had to push our closing from XXXX to XXXX because of scrambling at the last minute to get the money. We never did get any confirmation from anyone at FBC that we were clear to close. We showed up at closing hoping for the best that everything was complete and worked out. We signed all of the documents at closing and afterwards the woman verified our closing costs were correct. She said we were short XXXX dollars. We double checked the math. Come to find out they said FBC sent the disclosure over to us prematurely before the HOA fees were calculated. Luckily they accommodated us and said I could bring the XXXX in cash on Tuesday XX/XX/XXXX due to it being late on Friday before the holiday. 

Our online portal still hasnt been updated and shows they need a task completed from XX/XX/2021 and account statements that were provided and are on file. We still do not show as clear to close even though we closed and we never heard directly from anyone there that we were able to move forward with closing. Our builder will no longer work with our mortgage loan officer due to the complaints received about her by us and others that used her. I am extremely disappointed at how we were treated, the misinformation and the lack of clear communication or communication at all in many instances. FBC ruined my experience buying a home. I cried so many times and felt sick from stress constantly. Even the title loan company was in shock at how things were handled and said our experience was horrifying. 

I do not want any further contact with XXXX XXXX or her team and I hate she received any commission from our home closing. It was not deserved and she did not work the file properly. If I had known prior I would have asked for her to be removed from the loan. A month before closing I did try to check into swapping lenders but was told that would delay our closing. XXXX XXXX, the processor was often rude or wouldnt answer my questions clearly in emails and never answered a single phone call from us in months or returned any of our messages. She left us confused up to the very last minute. I hate that our loan is with FBC and ideally Id like to deal with another mortgage company altogether but I cant until we refinance I am assuming. If I have any further questions about my new mortgage or need to make changes to our homeowners insurance I need a reliable point of contact at FBC. I refuse to speak to XXXX again and do not feel comfortable continuing to work with her or any of her team due to the mistakes made. Please assist any way possible!

Company response to consumer: Closed with explanation