Consumer complaint received 2026-03-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Home American Mortgage Corp
State: UT

Complaint narrative:
Application Background and Initial Guidance XXXX XXXX initially began the loan application process with HomeAmerican Mortgage Corporation XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX He was informed that he would likely be denied based on work history. Following this, I was added to the application in order to strengthen the loan profile, as I have nearly XXXX years of stable employment history at the same place of employment. We proceeded with a full joint application based on this guidance. Application Submission and Credit Inquiry On XX/XX/year>, we completed a full mortgage application. My credit was pulled on XX/XX/year>. Representations and Loan Expectations We chose to work with this lender based on representations that they could offer more favorable financing terms, including a temporary interest rate buydown. Based on these representations, we evaluated a higher purchase price than we had previously considered. Lack of Clear Preapproval Decision After submitting a complete application and documentation, we expected a timely and clearly communicated preapproval decision. Instead, we received inconsistent and informal statements that we would likely be denied, without any formal preapproval decision, written explanation, or breakdown of how our application was evaluated. Unclear Debt-to-Income Explanation We were informed that the loan would not qualify due to a high debt-to-income ratio. However, we were not provided with a written breakdown of the income and debt calculations used or a clear explanation of how this determination was reached. XXXX does not carry significant ongoing debt obligations, as his vehicle is paid off, he has no student loans, and his credit card balances are paid in full each month. While we understand that income and underwriting guidelines may affect eligibility, we were not given sufficient information to understand how our application was evaluated or what factors led to this conclusion. Attempts to Contact the Loan XXXX On XX/XX/year>, I made multiple attempts to contact the loan XXXX XXXX XXXX XXXX : called directly, no answer I then called company support lines and spoke with a representative who was unable to provide meaningful assistance regarding our loan The loan portal chat feature was not functioning Assurance of Action Without Follow-Through Shortly after these attempts, at approximately XXXX XXXX, I received a message stating : Im working on your loan today and will get your preapproval out today. However, no preapproval was provided. Abrupt Call Termination At approximately XXXX AM, the loan XXXX called me. The call lasted approximately XXXX seconds and ended abruptly when I attempted to document the discussion. No Formal Credit Decision Provided Despite representations that the loan was being actively worked on, no preapproval decision was ever provided. No written approval, denial, or formal explanation was provided. We did not receive a formal adverse action notice or written credit decision following submission of our application. Confusing Loan Status The loan portal continued to show Application in Review, which created confusion about whether any meaningful review was occurring. Good Faith Efforts to Resolve We made multiple good faith attempts to obtain updates, clarification, and a preapproval decision before escalating this matter. Despite these efforts, we were not provided with clear, consistent, or complete information regarding our application status or evaluation. Impact of Delay Due to the lack of a timely and clear decision, we lost valuable time in a rising interest rate environment and were unable to proceed efficiently with alternative financing options. Our credit was also impacted as part of this process.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation