Consumer complaint received 2025-09-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Loan estimate or other related disclosures
Company: Modern Mortgage Financial, LLC
State: VA

Complaint narrative:
I completed an application with the company on XX/XX/year>. I requested a loan estimate from XXXX XXXX and was told on XX/XX/year> that I could not receive one without providing copies of my ID, most recent mortgage statement, last two years W2s and last 30 days of pay stubs. After having provided the documents, I requested the loan estimate again and was told that I would not receive it unless I spoke to the loan officer first, so he could walk me through it and I would sign the documents/disclosure during the walk-through. I stated that I wanted it to be emailed to me so that I could review it on my own to determine if I wanted to move forward, but XXXX refused to send it to me. He stated it was company policy that it could not be sent to me unless we reviewed it together. So at XXXX that night, I was finally provided the XXXX while on the phone with the officer. However, the XXXX XXXX for XXXX FHA loan, which was not the program I requested. My credit score is well over XXXX and I specifically requested a conventional loan- wasn't interested in paying the mortgage insurance, excessive fees, etc. There were also numerous errors on the application he prepared, including my social security number, incorrect addresses, etc. I requested a new XXXX with the correct program and corrected application. On XX/XX/year>, I was told that I could not receive an new XXXX until I provided mortgage statements for all my properties. I requested to be at least told what was on the XXXX, because if the loan officer did not put me in the requested program and there were still errors, I did not want to move forward. While he stated he did have the XXXX and and assured me that his team lead ( XXXX XXXX reviewed everything, he refused to even tell me what was on the XXXX I attempted to send the documents to him and when I expressed frustration about re-sending documents, not getting information, unread text messages and disruptive calls, his team lead, XXXX, took the phone and chastised me. He told me that they only requested the documents from me because they needed them and not just for the sake of requesting them. He did not listen to or address my real concerns, which was about the overall sloppiness of the work that was being done on my application. By that point, I had received numerous texts from the loan officer to call him, even though I told him that I was in work meetings and then a class, and gave him the times I was busy and available, asked him to simply send me the XXXX and that I would call him if I had questions. Despite this, he called me after XXXX XXXX night and before XXXX then next morning, to talk instead of giving me what I believe I was legally entitled to get. XXXX was clearly annoyed with me and did not address my concerns. I should mention that I had spoken with XXXX the day before because another loan officer, JXXXX, was contacting me and I got confused ; I wasn't sure who was processing my application. Apparently, my application was left in the que and she was not aware that I was working with someone. After XXXX realized the snafu, he told me he resolved it with her. However, she continued to call me and express frustration that she lost the opportunity to work on my loan. I considered this unprofessional behavior and conveyed my frustration to XXXX. However, he didn't seem to think it was an issue and basically, blew me off. 

All this said, to date, I still have not received a XXXX  and my texts, calls and emails have gone unanswered. I believe that not only was the company unprofessional, my rights were violated by forcing me to provide all the documentation that actually would be needed to close a loan without providing me a XXXX. It was a waste of my time and caused undue stress. This company has all of my private information and I am concerned about how it will be used.

Company response to consumer: Closed with explanation