Consumer complaint received 2025-06-02 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: DHI Mortgage Company
State: SC

Complaint narrative:
XXXX at XXXX EST, D R Hortons Sales Agent XXXX XXXX XXXX me and my realtor a D R Horton new construction home in the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX SC XXXX The house was listed for {$490000.00}. Immediately after the tour of the house I offered to buy the house for the listed price. Due to my mothers current XXXX, XXXX XXXX XXXX offered to show me the same house without the basement. After I saw the property at XXXX XXXX XXXX, I reiterated that I wanted to buy the house at XXXX XXXX XXXX. Notably, my realtor knew XXXX and other XXXX XXXX XXXX agents because she had done business with them. Sellers XXXX XXXX XXXX said that she would draft purchase agreement/contract and email the pdf to my realtor. My realtor reiterated that XXXX would write the purchase agreement, and I would have time to talk to my current lender ( XXXX XXXX ) and switch to DHI Mortgage. Again, XXXX XXXX asked if I felt good with the {$5000.00} deposit. I said that I was fine with the deposit. Again, XXXX XXXX reiterated that I had XXXX days to decide if I wanted to use DHI but emphasized that soon as I had availability, complete the application because the XXXX interest rate and {$10000.00} closing costs could go away. Sellers XXXX XXXX said the way to get it locked in is to get a VA case number started with their loan XXXX. XXXX said the loan officer/originator would be XXXX XXXX XXXX XXXX Both Sellers Agent and realtor stressed that I only had three business days to decide if I wanted to switch lender and get with DHI. My realtor said that we would write on the pre-qualification that I already had. On XXXX, I was prequalified for {$520000.00} through XXXX XXXX. XXXX said that I would be required to deposit {$5000.00} XXXX XXXX  on XXXX. I set up my financial account for the {$5000.00} XXXX XXXX  on XXXX. Sellers Sales Agent asked if I wanted a washer and dryer, blinds and a refrigerator. I agreed to the blinds and refrigerator. XXXX XXXX XXXX XXXX showed me a map of the lot so I would know my property size and where my property line would be. Sellers Sales Agent said they ( D R Horton ) would send it to me in a separate email, and I would need to sign the document. I received, signed and submitted the document on XXXX ( Exhibit A, House Location Plan, Lot XXXX, XXXX XXXX, XXXX ). Sellers XXXX XXXX XXXX asked if I would be comfortable with giving her a copy of my drivers license. She said that she needed proof of my current address and correct spelling so she could prepare the purchase agreement contract. She took a picture of my Drivers License and VA ID with her cell phone. Sellers XXXX XXXX suggested the close date of XX/XX/year>, but my realtor was unavailable. We agreed on the close date XXXX, but XX/XX/year> is the CLOSING date stipulated in the purchase agreement contract. On XXXX I submitted my DHI application at XXXX EST and submitted purchase agreement at XXXX EST. Please note that DHI Mortgage, D R Horton and other financial institutions were not open for business during those times. My Realtor said that we should receive a response to my purchase agreement between mid-morning or midafternoon. The following day ( XXXX ) at XXXX I called XXXX XXXX XXXX XXXX XXXX inform that I was in the process of buying a home and there would be a request for my XXXX money in the amount of {$5000.00}. She said they would be on the lookout for that transaction. I spoke with my realtor mid-morning who said that she had called D R Horton several times and had not received a response from D R Horton. She said that we should hear something mid-afternoon. Around XXXX, I received a call from my realtor who said that I did not get the house, and no reason was provided by D R Horton . My realtor said that she was sure I would get the house and was disappointed that I did not. Also, Sellers XXXX XXXX said that she was certain that I would get the house and was surprised that I didnt. The XXXX XXXX did not know anything about the other buyer or that another buyer was involved in the process but assumed that it was a multi-offer transaction since the property was sold to another buyer. She opined that management decided to go with the transaction that made better sense for the company. Late afternoon, I drove past the house and saw a SOLD sign posted on the front lawn. After seeing the SOLD sign on the front lawn, I texted my realtor the following : Hello, Please pardon the imposition. I noted that DHI did not review my application. My application is still pending review. I wasted my time submitting an application and documents that they knew would not be reviewed. DH gave the appearance that the process was fair. They had already made a decision. My realtor reached out to XXXX and XXXX who responded with the following : Please let her know that it was reviewed. The Dhi manager was on the phone with me at XXXX this morning and sent me an internal prequal. It was reviewed. Notably, on XXXX XXXX said the DHI manager was on the phone with her at XXXX and sent her an internal prequal but the purchase agreement was canceled by Sales XXXX XXXX at XXXX, which begs the question, how could management have reviewed both offers if management had no prequal information to consider when it made its decision to cancel my purchase agreement on XXXX at XXXX? My realtors response : Just for my own info, once you got the prequal, was that when both offers went to management for determination? 
Notably, Sellers XXXX XXXX failed to answer whether both offers went to management for determination after she got the prequal? Instead, XXXX responded : I can find out what ( why ) the status still shows pending and it may just be because it wasn't completed. I spoke to XXXX managers this morning on the seller side. Notably, on XXXX XXXX said the DHI manager was on the phone with her at XXXX and sent her an internal prequal but the purchase agreement was canceled by Sales XXXX XXXX at XXXX, which begs the question, how could management have reviewed both offers if management had no prequal information to consider when it made its decision to cancel my purchase agreement on XXXX at XXXX? I replied to my realtor with the following : The DHI system indicated that the application has not been reviewed, and they will contact me when it is reviewed! The application shows pending review and asked for my drivers license and SS statement which I have not submitted. If they reviewed it this morning, why didn't they contact me or you? It's apparent that the " decision maker '' made a subjective decision. Internal review = subjective review. Notably, on XXXX my DHI account showed that I needed to submit my SS statement and drivers license, but I did not receive a notification from DHI. I did not receive any notification from DHI Mortgage regarding the documents until XXXX, Saturday. Please note that I submitted my DHI mortgage application on XXXX, Thursday at XXXX EST. DHI was not open and did not open until XXXX on XXXX, Friday. Based on D R Hortons Final Audit Report dated XXXX, my purchase agreement was canceled without notice by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX on XXXX at XXXX PM XXXX which is XXXX AM EST. The reason given for the cancellation is Submission Rejected ( Exhibit B, D R Horton Final Audit Report, P. XXXX, XXXX ). Notably, the Audit Report shows XXXX Mean Time ( XXXX ), not EST. Also concerning is that D R Hortons Final Audit Report shows that transactions were created on XXXX. All transactions, including the purchase agreement and DHI Mortgage application were created on XXXX. Also note, at that time I had not provided any documents, nor had I been asked to provide any documents to support my income, financial assets and credit worthiness, etc. Moreover, my most recent VA pre-qualification approval letter for {$520000.00} had not been provided to DHI Mortgage. 
I was told that the house was sold to another buyer. At no time did the Sellers XXXX XXXX or any other agent ever give notice that another buyer was involved. Actually, D R Horton agents only claimed that another buyer was involved after I started asking questions about their process and their lack of notice to me. On XXXX, at XXXX pm EST I drove past the house and saw a SOLD sign on the front lawn. Not a pending under contract sign but a sign that showed that the house was sold. Also, I noted that my DHI Mortgage application was still pending. This was too quick, and I knew that something was wrong. I checked my DHI account and discovered that my purchase agreement had been canceled without notice. On XXXX, I found D R Hortons Final Audit Report and discovered that my purchase agreement was canceled on XX/XX/year> at XXXX by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX On XXXX, I submitted the requested pending loan documents, i.e., SS Statement and Drivers License to XXXX Mortgage. At XXXX, I received the notification that I was caught up on my tasks. Notably, on XXXX, at XXXX I received a XXXX notification from Branch Sales Manager/Loan Originator XXXX XXXX XXXXs stating the following : You have new disclosures that are time sensitive and need your signature. To move your loan forward, please review and sign the disclosures timely. I logged into my DHI account and found that there were no time sensitive disclosures that needed my signature. Instead, it was a DHI Mortgage Withdrawal Letter that stated the following, Thank you for your interest in financing your home with DHI Mortgage. Although you have elected to withdraw your application, we would love the opportunity to earn your business in the future. XXXX XXXX XXXX XXXX knowingly lied when she sent me an email stating that in order to move my loan forward, I had new time sensitive disclosures that required my signature. Apparently, DHI Mortgage Branch Sales XXXX XXXX XXXX XXXX was also complicit in the coverup and XXXX discrimination. I DID NOT WITHDRAW MY XXXX Mortgage application! In my conversation with D R Hortons District XXXX XXXX XXXX on XXXX and XXXX I was told that Sales XXXX XXXX XXXX XXXX XXXX XXXX Mortgage XXXX XXXX XXXX XXXX ) that I had withdrawn my application. I was not provided any notice that my purchase agreement would be canceled, and my application would be withdrawn. Moreover, I was never made aware that I was competing with another buyer. My realtor asked the reason why I did not get the house and the Sellers Sales Agent did not know the reason, but assumed it was a multiple offer situation, and the Seller D R Horton went with the better offer. I am very concerned with D R Hortons process and how quickly it made its decision. On XXXX I submitted the purchase agreement and DHI application late evening/night, so there was nothing open at that time. So, it is beyond me how D R Horton could have reviewed and made the decision in such a short time frame ( less than XXXX hours to be exact ). Moreover, I was not even aware that I was competing with another buyer. This was not a multiple-offer situation. Apparently, another buyer who was only known to D R Hortons Sales XXXX XXXX XXXX XXXX offered him more money or better terms and he accepted the offer. Notably, D R Horton XXXX XXXX XXXX had no documents before him to consider before deciding to sell the house to the other buyer. Both application and purchase agreement were signed and submitted on XXXX late evening. DHI Mortgage , DR Hortons business office and other financial institutions were closed during this time. Based on D R Hortons actions and what is stipulated in the purchase agreement dated XXXX that D R Horton intended to sell me the home located at XXXX XXXX XXXX and I intended to buy that home ( Exhibit C, Purchase Agreement, XXXX XXXX XXXX XXXX ). D R Horton Sales XXXX XXXX was supposed to ratify or sign off on the purchase agreement showing that he agreed with the terms of the agreement but instead without any explanation or justification made the unilateral decision to sell the home to another buyer at XXXX and then went to great lengths to conceal his unethical and discriminatory actions. I provided my drivers license and VA ID to D R Hortons Sales Agent on XXXX. I am a XXXX minority, and I believe that D R Hortons Sales XXXX XXXX XXXX XXXX actions were due to my so-called race and XXXX. XXXX XXXX XXXX XXXX XXXX knew my racial identity and sex when he made his decision. On XXXX, I was told by D R Hortons DXXXX XXXX XXXX XXXX that they could have communicated better with me. XXXX XXXX said that she would do further investigation into the matter and that she would contact me. But I did not receive a response from XXXX XXXX regarding my matter until XXXX. And this response was in response to my contact with D R Hortons XXXX, Texas XXXX XXXX, who said that they would escalate this matter and make sure that XXXX XXXX called me. When I spoke with XXXX I was told that her couple of days delay was due to XXXX XXXX, and she got behind. Notably, after I received the XXXX Mortgage Withdrawal Letter on XXXX, I spoke with XXXX XXXX on XXXX which is more than XXXX days. Apparently, XXXX XXXX would not have called on XXXX had I not escalated the matter to her corporate office. She was arrogant, so full of herself and reprobate. She said that She was with her VP of Sales, and she can definitely confidently say that I knew that I was in a multiple-offer situation and that we had talked about that. XXXX XXXX alluded that I had admitted knowing that I was in a multiple-offer situation when we spoke on XXXX. 
XXXX XXXX lied and thankfully I recorded the call. Moreover, XXXX XXXX said that the Sellers Sales Agent XXXX told me that I was in a multiple-offer situation. And that if I didnt know that my realtor should have known. Moreover, she said that my realtor and I should have known that we were in a multiple-offer situation when the blinds and refrigerator were removed. XXXX XXXX XXXX Sales XXXX XXXX XXXX XXXX, District XXXX XXXX XXXX, DHI Branch Sales XXXX XXXX XXXX XXXX and other agents actions are despicable and have caused me severe anxiety and emotional distress.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation