Consumer complaint received 2024-12-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: Barrett Financial Group, L.L.C.
State: AZ

Complaint narrative:
In the beginning of XXXX loan officer/originator XXXX XXXX XXXX XXXX : XXXX ) from XXXX XXXX asked for our business to assist with a refinance we wanted to do on our home. We told XXXX that we felt more comfortable sticking with doing our refinance with our current lender and he asked for a copy of their loan estimate to compete and give us a better offer. He pointed out all the errors in our current lenders estimate and persuaded us to do business with him. After doing multiple application with other lenders we completed an application with the company he worked for XXXX XXXX. After completing the application I immediately emailed him all of mine and my fianc 's paystubs, W-2s, and all documents he requested on XX/XX/year>. Our application was submitted on XX/XX/year>. I had a verbal conversation with XXXX advising him that my fianc recently started a new job. I advised that he made commission ( which was seen on the pay stubs we provided him on XX/XX/year> ) and that for 2 years his company was also giving him " assistance '' pay ( which is also seen on his paystubs ). XXXX asked if my fianc was XXXX employee and I told him with his new job he had a XXXX but wasn't sure and advised XXXX to contact my fianc to confirm. Shortly after this, XXXX XXXX and his colleague XXXX XXXX asked for our credit card information to order the appraisal. At this point we still haven't gotten any update from XXXX regarding our application, the XXXX, paystubs, and everything we submitted and what underwriting has communicated. I told XXXX on XX/XX/year> that I did not want the appraisal ordered without a response from underwriting. XXXX called me to discuss. I told XXXX on the phone that XXXX started a new job a couple months ago and I wanted to make sure everything was good with underwriting regarding his employment before an appraisal was charged on my card. I told him we received a conditional approval from underwriting with our current lender and wasn't sure if his company also provided anything yet. XXXX responded on XX/XX/year> via email " Ok let me get you 100 % approved before the appraisal goes out!... we have an approval now but will make sure we are good to order appraisal. '' With this statement I assumed him and underwriting would review our application, make sure everything was accurate, ask us any questions they had, review our most recent paystubs we submitted on XX/XX/year>, XXXX, along with all other documents they had requested from us. On XX/XX/year>, XXXX XXXX gave my credit card to XXXX XXXX company to order an appraisal for us. The appraisal was then scheduled with the assumption based off XXXX 's email we were approved 100 %. The appraisal was completed on XX/XX/year>. A week or two later, XXXX started asking us about XXXXXXXX XXXX employment. Come to find out we were not 100 % approved and the lender denied our application because XXXX didn't make base pay and they verified pay with his employer. XXXX told us it was our fault the application got denied because my fianc indicated he made base pay on the application but his employer confirmed he made commission and assistance from the company. I asked XXXX why they didn't verify this information before when we submitted the paystubs and all our employee information. He couldn't answer questions. He just continued to blame us, was unprofessional and rude. He told us " no base, no loan. '' I requested all documents from underwriting and he ignored my request. I requested receipts from the appraisal. He ignored my request. I asked to speak to his manager. He ignored my request. I asked for a refund for the appraisal since he lied and mislead us to believe we were 100 % approved and he ignored my request. XXXX told me XXXX XXXXXXXX XXXX XXXX XXXX would call me and its been over a week and no call. I emailed XXXX XXXX on XX/XX/year> requesting the XXXX XXXX to contact me and I have not had a response. I have reached a road block. XXXX XXXX refuses to take accountability. Instead he blames the consumer although him and underwriting had all the information to verify and paystubs confirming my fianc made commission. They never informed us that he needed 2 years of commission history. XXXX lied to us stating he wouldn't order an appraisal until we were 100 % approved and refuses to take accountability for his misleading and lies. The company also refuses to respond and answer any questions about what happened in our loan application process.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief