Consumer complaint received 2025-08-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: TJC Mortgage, Inc.
State: WA

Complaint narrative:
I was looking to do some refinancing on my home to take care of some home construction projects. I started this process in XXXX to finance my home construction project I was looking at various companies to refinance with. In my research in early XXXX, I came across a company by the name of XXXX XXXX  One of the things that attracted me to XXXX XXXX  was that they promoted their process would be done within three to four weeks. This aligned perfectly with my timing because my home construction project was going to start sometime in XXXX. So, as I started the process with XXXX  XXXX, I provided all my necessary paperwork credit application mortgage information 1st and 2nd and exchanged multiple text messages with the staff at XXXX XXXX  as well as emails with the staff at XXXX XXXX I spoke with XXXX XXXX branch manager for XXXX  XXXX he was my main contact. I also spoke with XXXX at XXXX XXXX and XXXX at XXXX  XXXX. These individuals were responsible for retrieving all the necessary paperwork as well as my correspondence with all of them either individually or in several group messages both e-mail and text. During my original exchange with XXXX my initial asks as to how much I wanted to retrieve I asked for between XXXX and XXXX. XXXX assured me that this could be done. So, with the combination of the reassurance that this could be done as well as the short time frame of three to four weeks that was promised to me, I felt like XXXX XXXX  was the correct company to go with. As I started to engage with them, I quickly realized they did not call back when they said they would they did not text back when they said they would and often I was left to be the one asking questions and following up with them for answers that they either promised or were not clear about. This early on caused concerns for me, however, for the sake of the process what I needed the funds for and the time that I had already spent working with them I figured I would see the process out. As they began to get to the beginning and middle of XXXX, I asked questions around what the process with my current mortgage my second mortgage was when I would have to pay, and they assured me that there would be two months where I would not have to pay on the mortgage because of the process that the refinance was taking. This conversation happened several times. So as the weeks went by it started to get closer and closer to the month of XXXX, granted we started having conversations in early XXXX, I wanted to make sure I was managing my money so that I can pay my mortgage if needed to be paid but again more reassurance that it would be done here shortly and then that the month of XXXX and XXXX I would not have to pay so. So, as it got closer and I'm seeing Mortgage Right order payoff reports from my mortgage company for the 1st and 2nd mortgage, I'm getting a little bit more reassurance that it was going to be done and I didn't have to again pay the mortgage for the month of XXXX and in XXXX because XXXX XXXX were going to pay it off for the refinance. Nonetheless it gets closer to the end of XXXX I'm asking hey what's going on should I pay this mortgage payment, and they again told me no it's happening and by that time it is now XXXX and they're telling me that they're still working on it. Now by this time it is the month of XXXX and now I have a 30 day late on my credit report because of the process that XXXX XXXX was taking me through. XXXX XXXX says that they now can not do the loan because I have a 30 day late on my credit report but that is only because I was listening to them and their guidance. My request is that with my payment history over the last two and a half three years there are no late payments, and I would request that the XXXX 's payment not be charged 30 days late due to the inaccurate information that I was receiving and the hesitancy from XXXX  XXXX. I have text messages and emails to document the conversations I was having attached to this request thank you. 

The document details a customer 's experience with a mortgage refinancing company, XXXX  XXXX, highlighting delays and communication issues that affected the refinancing process and led to a credit report late payment. 
Initial refinancing plan and timeline : The customer began refinancing in XXXX to fund home construction, attracted by XXXX  XXXX 's promise of a XXXX to four-week process aligning with a XXXX project start. XXXX Communication challenges : Despite initial assurances, XXXX XXXX  staff, including XXXX XXXX, XXXX, and XXXX, frequently failed to return calls or texts promptly, requiring the customer to follow up repeatedly. XXXX Payment reassurances and delays : The customer was told multiple times that mortgage payments for XXXX and XXXX would be covered during refinancing, but as XXXX arrived, XXXX XXXX  delayed the process and advised against making payments but acted shock when my credit report showed a 30 day late, even though I was constantly asking them throughout the month the status and should we pay. 
Credit impact and dispute : Due to the delay and guidance from XXXX XXXX the customer incurred a 30-day late payment on their credit report, which XXXX XXXX  cited as a reason to cancel the loan, prompting the customer to request removal of the late payment based on their prior good payment history and unfair and unrealistic advice being provided from XXXX XXXX

Company response to consumer: Closed with explanation