Consumer complaint received 2022-02-01 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Closing on a mortgage — 
Company: Cstone Mortgage Inc
State: CA

Complaint narrative:
In XX/XX/XXXX I paid the deposit and upgrades ( XXXX dlls ) of a house that was going to be built in ( XXXX XXXX XXXX  ) XXXX XXXX XXXX CA. The seller was XXXX XXXX But he left that job approximately in XX/XX/XXXX and XXXX XXXX arrived. it was a desperate disaster and with almost 1 year of waiting nobody gave us an explanation. my husband was eligible for a first time home buyer loan with USDA. the house would be in XX/XX/XXXX but it was not ready until XX/XX/2021.in XXXX we were recommended to XXXX XXXX Loan Officer at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX We realized that XXXX XXXX. now works for Cornerstone First mortage Address : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA. 
he convinced us and we decided to start the loan with him and his company Cornestone. On XX/XX/XXXX they ( XXXX XXXX XXXX XXXX XXXX gave us the certificate of occupancy, the sellers of the house told us that we had to have all our documents ready, that we be in contact with our lender so that everything is ready before XX/XX/XXXX, this was the deadline to close after a year of waiting we were very excited since we had everything in order from our side everything was fine that's what the lender told us. 
Our credit was fine, it just had too many readings, the lender checked it in XXXX, then XXXX, then XXXX  times in XXXX. We questioned him, we told him that this affected us and lowered our points. he said no, that everything was fine. After XX/XX/XXXX. Everything got very strange because he did not answer our calls and messages anyway, by XX/XX/XXXX we constantly asked him when we would close. on the XXXX he told us that we would close until the XXXX which seemed wrong to us it was the last day. 
It arrived on XX/XX/XXXX and we received an email from " approved loan '' and told us that we were advanced. On the XXXX, he did not answer us all day, he kept us on hold until he told us that we would not close, perhaps on Saturday. 
All day Saturday he did not answer us, until Sunday morning and said that my social security needed verification. He told us that he had covid and that in his house he did not get a good signal. 
On Monday, he contacted XXXX XXXX, a seller of XXXX 's houses in XXXX Ca, and told him that he needed an extension of time because the social security needed to verify my social security number. 
the seller said yes. That's how it went all Tuesday XXXX this day he told us to leave the deposit of the closing costs to advance ( XXXX dlls ), Wednesday XXXX, Thursday XXXX, he told us that it didn't arrive, on Friday he told us that they sent the verification wrong again and asked for another XXXX  days The seller said yes, but that it would be the last time he would give us. XXXX XXXX assured that the only thing missing was to verify my social security and that's it. Monday the XXXX he said that it was ready, and he made us sign papers like at the beginning we asked him why? and he told us that he had to do it all over again, we were very confused. he kept saying that he had covid and that he couldn't see us in person.Then he told us that our credit had gone down too much, we explained that this happened after signing the loan for XXXX cents on a card that we had just finished paying off we did not realize the interest payment, but that was long after the day XX/XX/XXXX. 
On the XXXX we went to sign with his boss XXXX XXXX from the same Cornestone company in XXXX XXXX CA, there we saw that the interest on the loan was 3.6 % not the one that froze us we had 3 % and the payment went up by XXXX dlls. we were upset but we signed we wanted our house.That day I was very upset, crying I did not understand what was happening so they told us that XXXX no longer worked there that we were his last dealings and they forced him to come to face us. He came and told us that the interest went up because our credit went down ( from XXXX to XXXX ) that he started the loan again and that the one we started was no longer worth it. HE NEVER WARNED US he didn't tell us. He told us that the documents would be 3 days in review time but that early Friday we would sign and they would give us the keys. 
We waited 3 days and we were calling and seeing if they could advance the time a little because again Friday was our last day. on Friday XXXX around XXXX pm they tell us NO, that the credit score is low and that it is not possible. It was another explosive moment because for 2 years we had impeccable credit and by the time we had to close our credit was still good. 
We told them that they had started loans XXXX  in the same month, and they had read our credit many times, they ( XXXX and company ) blamed XXXX because he made a mistake in my date of birth. And that he did not tell us that we were no longer eligible for USDA but we told him that he had been aware of the case since XX/XX/XXXX. 
He said that he could start us another loan with FHA but he gave us interest of XXXX for the credit score but that he needed to ask the seller for XXXX more month Which was too much. 
The seller XXXX XXXX said that it was too much XXXX month that he would try to help us ( he is also a lender XXXX MORTGAGE ) on Saturday he asked us for all the documentation and told us that he would verify if they ( XXXX ) gave us more time But until today, Tuesday, XX/XX/XXXX, he has not answered the phone I would not want to lose my house, and my illusions. and above all I want XXXX and cornestone to have a punishment after this nightmare that they are making us go through, I have not slept the whole month of XXXX, nervous, and with too much stress this is terrible. They are incompetent, I would not want another family to go through this

Company response to consumer: Closed with explanation