Consumer complaint received 2025-04-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Changes in loan terms during the application process
Company: INDEPENDENCE HOME LOANS LLC
State: OH

Complaint narrative:
I initially reached out to Independence Home Loans on XX/XX/year>. I began this process with a banker named XXXX XXXX. I completed a XXXX XXXX application with him on XX/XX/year>. XXXX instructed for me to pay and have an appraisal completed. On XX/XX/XXXX the appraiser came out and completed the appraisal on XX/XX/XXXX I received a copy of the appraisal. XXXX mentioned that the appraiser stated there were chips in the paint on the deck as well as the shed that needed to be fixed. I went out and purchased paint and fix those items. I took pictures and return them to XXXX. XXXX then reached out to the appraiser and told him that the fixes were completed. Once the issue with the appraisal was resolved XXXX began communicating less and less with me about closing my refinance, then reached out to others in the company via email and requested for someone to provide me an update. I was then contacted by XXXX XXXX. XXXX acknowledge that XXXX more than likely could not get the numbers. He had promised to me to work through the lender and therefore could not close the loan for me and stated he had mishandled the situation. XXXX then transferred my case to a supervising banker by the name of XXXX XXXX. This began on XX/XX/XXXX so I had been working with XXXX home loans for a period of XXXX months at this time. XXXX also promised and provided information about closing, but there was no follow through. I then reached out to XXXX XXXX again XXXX at that time stated he would take over my refinance. I am now going on six months with this company with no solid information or set closing date. When I reach out to request updated information, I am receiving less and less responses and no answers at times so when I reach out when I dont hear back, I am met with tense responses or degrading responses. At one point, XXXX had left to go on vacation and hadnt notified me that I should be receiving initial closing disclosures. He did not tell me he was going on vacation so I continued to reach out until I got a response which intern led to him calling me on a Saturday in a manner that was inappropriate. He discriminated against me as a woman, and as an individual who makes less than him, he said he had earned that vacation, as if he were smearing it in my face. I told him that I have no background in how Mortgage processes work, and he speak to me as if I were ignorant. This company has now pulled my credit three times has made me pay for an appraisal and has wasted six months of fluctuating mortgage rate time which has placed me in a position of financial stress and has caused more emotional distress. I still as of today do not have any solid answers of when I will close. I have also been instructed by their company several times not to make my mortgage payment for the month because they say that I can skip the month because I should be closing soon and it never prevails. Each time I am late on my mortgage payment I accrue a {$48.00} charge on top of what my mortgage payment is currently.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation