Consumer complaint received 2025-05-03 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: Mortgage Choice LLC dba: Motto Mortgage Choice
State: TX

Complaint narrative:
I listed my home for sale over a month ago and went under contract with a buyer who is working with this company for their purchase. Everything was functioning smooth until we reach the final week of closing set for XX/XX/XXXX. Two days before the closing date, we were informed by the buyers Loan Officer, XXXX, that she did not have everything together and we need to push it until Wednesday, XX/XX/XXXX. Although we were frustrated, we did agree that that would be fine, and she advised my designated realtor to contact the title company and schedule an appointment to sign closing papers. Following this, she began to stop answering any phone calls from myself, my Realtor, and the buyers Realtor. She would only communicate once per day with a short text or a single email saying that they still were not ready to get us to closing. Now mind you, my husband and I are moving from XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX, so this move had to be timed very strategically and everything needed to fall into a plan to ensure that our baby was comfortable with this long move. It is also very hard to find accommodations when you have too large dogs. On the morning of XX/XX/XXXX, she then advised my Realtor that theres no way we would be closing XX/XX/XXXX, but that we would be able to close by the end of the week. That same day she also advised her buyers that she should be able to issue the clear to close by the end of the day. We then did not hear from her for roughly 5 to 6 hours to confirm what was taking place, and by that point, my husband and I had already hit the road to head towards our new home, under the direction that we would be OK to close on Friday, XX/XX/XXXX in the afternoon after arriving in Texas. Well, the following day, Thursday, XX/XX/XXXX, we were then informed that now the buyers loan was only conditionally approved and they still did not have the Clear To Close. We then got in touch with her broker at the main office in XXXX, and he assured us that he was going to do everything he could to rectify the situation and to allow us to all sign papers by Friday. However, nothing actually ended up happening and we have not been able to get in touch with him since Thursday, XX/XX/XXXX. My husband and myself has probably called the office roughly 50 times combined to try and get back in touch with her broker, but no one will answer our calls. XXXX has now also blocked my phone number and anytime I call it goes straight to voicemail. She also still will not speak on the phone to my Realtor directly. My new lender and her broker did force her into a conference call to try and get details on this closing. She was very wishy-washy on that conference call, but they did manage to pull some very brief information out of her to try and determine when this closing would take place. At this time, we are still under contract with an addendum that states we were closing on XX/XX/XXXX, yet that has not happened. She refuses to communicate effectively, and has put my family with a XXXX XXXX XXXX XXXX in a very hard position. We are all the way in XXXX and are having to find places that will accommodate the XXXX XXXX XXXX with no assistance from her and no true guidance on when this closing will take place. We are now also out thousands of additional dollars that we did not plan for in this move because of her lack of concern for anyone in this situation. This has been the worst real estate experience I have ever taken part in, and being a Realtor myself, this a disgrace to the Real Estate community and to the buyers as well. The only thing she keeps saying is Im turning over every rock and stone we can. 
The issues that are taking place this late in the contract are concerns that shouldve been addressed when the pre-approval was issued. For the issues that weve been made aware of to just now be addressed is completely out of practice. And to many, seem to be breaking some code of ethics in lending. 
All we want is a resolution at this point.

Company response to consumer: Closed with explanation