Consumer complaint received 2017-10-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: HARBORONE MORTGAGE, LLC
State: NH

Complaint narrative:
-In XX/XX/XXXX we started the application process with XXXX XXXX XXXX XXXX/Merrimack Mortgage for the purchase of our new home. 
-On XX/XX/XXXXXXXX had emailed the pre-approval letter. 
-On XXXX/XXXX/XXXX we notified XXXX that we had accepted an offer on our home that was listed for sale so that we may proceed with the new purchase. During the pre-approval stage, XXXX said he would not be able to use my income since I became self-employed almost a year prior to, even though it was the same line of business, which I have been doing for almost 12 years. 
-Our purchase was new construction and the builder had estimated the home to be completed around the middle of XXXX XXXX, to which XXXX was made aware of and then suggested to push it out to beginning of XX/XX/XXXX so that we can get our taxes done. The builder had agreed on XXXX/XXXX/XXXX closing and XXXX was well aware of this also. 
-On XXXX/XXXX/XXXX, I asked XXXX for advise on if we should be locking in a mortgage rate and he recommended doing a 90 day rate lock -On XXXX/XXXX/XXXX I sent over the P & S to get things started on application. 
-Heard from XXXX XXXX at XXXX XXXX XXXX Office on XXXX/XXXX/XXXX with list of information needed for the application. We notified XXXX and XXXX that we had some debt to pay off and we did as soon as we closed on our primary residence in XXXX XXXX. 
-By mid-XXXX we sent XXXX all of the info  needed to send to underwriting excluding my profit/loss report ( sent XXXX/XXXX/XXXX ) since we were moving in a temporary location and then had a previously planned vacation. 
-On XXXX/XXXX/XXXX, XXXX sent over our letter of approval with conditions, the 2 XXXX balances we notified him that we would be paying off, but he listed a {$50000.00} gift of money where we never once said we were getting so I 'm not sure why he listed that. The Interest Rate on this letter dated XXXX/XXXX/XXXX is 3.75 %. 
-On XXXX/XXXX/XXXX I emailed XXXX to confirm that we  were locked in with a rate, he replied no due to not being able to lock in long enough and he then asked what the latest date would be in order to close ... .-this confused us at this point since we had the builder agree to a XXXX XXXX closing per XXXX 's suggestion/request so that we could get our taxes done. 
-Around XXXX we got locked in to a rate of 4.75 %, I questioned this since both my husband and I have high XXXX credit scores, XXXX did n't have a clear answer for us on this but we still continued to proceed with him. 
-On XXXX I started to follow up with XXXX XXXX XXXX office to make sure we were on track with the nearing XXXX closing date and XXXX replied with needing bank statements again along with a list of paid off debt showing XXXX balance and recent pay stubs, which we sent over. 
-On XXXX XXXX re-requested all previous info that we had already sent on XXXX ( also have confirmation that it was received the first time ). 
-On XXXX I sent XXXX our Tax transcript that were needed. 
-On XXXX called XXXX to go over down payment since we had to pay for some upgrades out of pocket and would have liked an idea of what our mortgage was going to be. Also as to why we got locked in to such a high rate when online the market rates were low 4 's. 
-The builder had agreed to a closing on XXXX, which was about a month and a half past the builders estimated date of the house being complete, but we went with XXXX XXXX request to push for the beginning of XXXX and yet XXXX is no where to be found or heard of. So at this point we are out of contract, luckily our realtor was able to get the builder to agree to an extension of XX/XX/XXXX.
-On XX/XX/XXXXDid not get a call back from XXXX, nor anyone from his office, until XXXX and I, unfortunately, missed his call because I was with a client. 
-Spoke with XXXX on XXXX on the phone and he was notifying me that we were locked in to that 4.75 % rate regardless and had no way out, saying he was showing credit card balances-in which we paid off and I sent them proof of XXXX balances, he then proceeded telling me that " I do n't even have this approved yet '' along with " You will need to pay off your car in order to get this loan ''. This came out of no where and at this point and by all means very stressful to hear, the only debt we did have was the one vehicle. Our primary and only residence had been sold back in XXXX and we were living with our in-laws, therefore leaving us with no bills that needed to be paid. I told XXXX I would be in his office first thing that Monday morning. 
-I called my realtor as soon as I hung up with XXXX XXXX feeling very mislead and strung along for a ride of what was us potentially losing this home. 
-On XXXX I notified XXXX that we were not going to be able to make it to his office on XXXX ; we felt very insecure after his extremely concerning comment of not having our loan approved yet, especially when he 's had it since the end of XXXX. 
-On XXXX we sent an email notifying XXXX XXXX XXXX XXXX that we wish to withdraw our application with him and Merrimack Mortgage. 
-We proceeded with XXXX XXXX and they were able to get us closed in 15 days with no hassle or troubles, we were able to use MY INCOME as well and we DID NOT have to pay off our vehicle in order to get the loan. 
-The down side of this is that we will never do business with XXXX XXXX and Merrimack Mortgage again and due to their carelessness we had to pay twice for an appraisal along with having to pay a total of {$1200.00} in per diem fees with the builder since he had a certificate of occupancy dated XXXX and we did not close until XXXX/XXXX/XXXX, a month past our original closing date with XXXX XXXX/Merrimack Mortgage. 
Up until today, we still can not understand as to how or why XXXX XXXX/Merrimack Mortgage dropped the ball after having our loan application for almost 6 months during the building process and us giving them all documents requested and required.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation