Consumer complaint received 2019-03-14 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — 
Company: CITYWORTH MORTGAGE LLC
State: GA

Complaint narrative:
On XX/XX/XXXX, we received a flyer from CityWorth claiming my husband had been approved a mortgage loan. I called and reached XXXX XXXX. While my husband 's credit is better than mine, I make more so I needed to be on the loan. I was completely honest with XXXX about my credit and our financial situation. XXXX assured me that CityWorth specializes in this type of thing and could make the loan work. I told XXXX I didn't want to falsely get my hopes or the hopes of my family up. He asked we send over our important documents and we did. XXXX then pulled our credit and had me submit an LOE for a late payment. I did that and he told me he was getting our file approved by the underwriter before he issued a preapproval letter. Great! Via email he stated the processing team would be reviewing it. By XX/XX/XXXX XXXX issued a preapproval letter for XXXX, and told us to go house shopping. Now at this point XXXX had stated the underwriter had reviewed our file and by email the processing team had done so as well, and he wouldn't issue the letter without both parties approval. We went under contract shortly after, paid for a home inspection {$450.00}, earnest money cost {$1000.00}, and appraisal {$430.00}. Also during this time XXXX is increasingly harder to reach, completely unprofessional. XXXX has me verify some information with their third party XXXX. Done. Then I am put in contact with the loan processor who brings up a multitude of things that XXXX failed to communicate to us and ask us for before issuing the pre-approval letter. But again I am under the impression our file had been approved prior to getting the letter. Not the case. XXXX lied to me and my family, we paid money, some of which we have contractually forfeited, because as the buyer it was on us to get the loan, nevermind our mortgage banker was deceptive in his communication. The week we are to close, under file can not make it through underwriting, even though not a single thing had changed, my income actually increased. After calling his supervisor several times, XXXX finally called back ... this is a recap of that event : " I want to file a complaint about the performance and professionalism of XXXX XXXX. Today was the longest conversation XXXX and I had, which resulted in him hanging up the phone on me because I am adamant that he was not honest with me. I have been transparent throughout this entire process, only to be accused of " trying to absolve myself '' of responsibility and asked " why were you seeking a loan? '' My question is why issue a pre-approval letter AFTER stating in email that our file, which included our credit reports and an LOE, was REVIEWED by the processing team and via phone conversation that it was reviewed by an underwriter. I understand I have too many OD fees on my bank statements, XXXX didn't request my bank statements ... XXXX did. I would have told XXXX that had he asked. He didn't. The child support that he threw in my face that " popped up '' is included on the adverse credit report that XXXX had in his possession when asked for my first LOE BEFORE issuing the pre-approval letter, so I am not entirely clear how the claim is being made that it just popped up. I wasn't aware of the amount or that it existed, but he had access to that information on XX/XX/XXXX. When I first made contact with XXXX, she had a laundry list of things I needed to provide and explain, things that she had expressed to XXXX, but was NEVER communicated to me before speaking with her TWO weeks before our closing date. No, problem, I gave XXXX everything she asked me for. Again why was I provided this information two weeks away from our projected closing date when again XXXX stated he had our file reviewed by both the underwriter AND the processing team. He didn't issue the approval letter until XX/XX/XXXX, with my understanding and his " word '' that those things had happened. Maybe if XXXX answered the phone like a professional throughout this process, return text messages, or emails in a timely manner or just any thing someone who is conducting business would normally do we wouldn't be this deep in this process and in a world of disappointment. I have never had someone act so recklessly with something so important ... flippant actually. I have the emails of the documents he requested and him stating that the loan processing team would REVIEW our file, I don't have proof of the underwriter conversation because that via telephone. It's my belief that had XXXX asked for the documents needed to approve a loan, then we wouldn't be at this point. I know we wouldn't be. CAUSE WE CAN '' T GET APPROVED. Maybe if he had addressed the things that XXXX had concerns about, we wouldn't be at this point. There are a lot of maybes .... but a definite trail of unanswered emails, texts, and call logs ... from myself, my realtor and the seller 's realtor. '' My husband is a veteran who proudly serviced and protected this country, he ... we deserve better than this. I have included his first email communication which shows he did not ask for all the documents needed on the loan. I included the email that shows he view our adverse credit and asked for an LOE before sending it to processing and issuing a pre-approval letter. And I included a text communication that shows he lied when asked what the additional documents meant regarding the loan. Finally there are at least two emails that show he's unprofessional. I am being told all my money is not coming back to me and that is unacceptable.

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 monetary relief