Consumer complaint received 2015-06-09 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Credit decision / Underwriting — 
Company: PRIMELENDING, A PLAINSCAPITAL COMPANY
State: TX

Complaint narrative:
I XXXX made contact with XXXX XXXX from Prime Lending in XXXX, TX on XXXX/XXXX/15. XXXX has asked for a letter in reference as to why we had to short sale so he could turn this into his " top '' underwriter to see if we even had a shot. This was emailed the same day and he was unable to open it so a copy of it was faxed on XXXX/XXXX/15. He called me on XXXX/XXXX/15 to say he needed to have all docs together from the list on his website to give to him such as paystubs, bank statements, tax info, etc. as the underwriter was unwilling to look at anything without it. I went to his office on XXXX/XXXX/15 to personally hand everything to him and he made copies as I always make sure incase someone loses something I do not have to reprint. On that same day XXXX then wanted us to do a loan application and disclosures, etc. This was faxed on XXXX/XXXX/15. I called occasionally in reference to our pre-approval and I finally heard from him on XXXX/XXXX/15 and he said the underwriter had pre-approved us for the amount we were looking for-dated on XXXX/XXXX/15. When asked what we will need to do once we find a house ; an address-sales contract, appraisal and if it is over 3 months, new statements, credit reports, etc. He first emailed me a pre-qualification letter in which I called him back asking him why it said that and not a PRE-ARPPROVAL. He turned around and send a PRE-APPROVAL letter and applogized, as this is why I turned in all docs prior to us looking for a house. 
We started to look for a house but in the meantime I had asked XXXX a question in reference to XXXX. I had left several messages until I reached him the end of XX/XX/2015 and states it was to roll out XXXX/XXXX/15 but it had been postponed and he would get back to me in the next week or so. Time went by and no call. I then attempted to call XXXX XXXX around the XXXX, XXXX and XXXX of XXXX with no luck. At this time I was fed up. I asked for his supervisor XXXX XXXX to call me on XXXX/XXXX/15 to ask for a new loan originator as XXXX never returned calls, etc. XXXX/XXXX/15 XXXX called and he stated at this time that it appeared it never went to underwriting as he does n't even see the documents that I gave XXXX. He was going to look into this further but in the meantime he had sent my information to a XXXX XXXX whom would be my new loan originator and she would call me. She called me on XXXX/XXXX/15 and told me XXXX was looking into the application and she was unable to access XXXX files. 
On XXXX/XXXX/15, XXXX emailed me and responds to question on a house we were thinking of bidding on. She responded to tell me the her supervisor, XXXX, he was able to recover our credit documents ( never stated about the papers I personally gave XXXX on bank statements, etc. ) and was trying to find the confirmation of the underwriting review. Later she called and she requested another set of bank statements, paystubs, etc and ANOTHER loan application as no one could locate the ones I personally handed to XXXX XXXX on XXXX/XXXX/15. All of this was faxed to her on XXXX/XXXX/15 as well as a letter of explanation that she requested as that was not located either. A total of XXXX pages were faxed to her that day. She confirmed she received this and stated her and XXXX will try and expedite this as to the previous problems we had. 
On XXXX/XXXX/15 XXXX called and congratulated us on the pre-approval and states it is conditional approval on the house we find now. I had n't received an email from her by XXXX so I emailed her and asked for the pre-approval letter. She sent email congratulating us on the loan qualification and sent an attachment XXXX pre-approval. I thought we were all good again! 
On XXXX/XXXX/15 XXXX called me and stated that the underwriters wanted a copy of my previous taxes not provided and if I could sign another doc to do this. WE ended up being denied after a pre-qualification XXXX. We have been treated unfair

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