Consumer complaint received 2021-05-28 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: HILLTOP HOLDINGS, INC
State: VA

Complaint narrative:
In XXXX of XXXX my husband XXXX veteran ) and I went to XXXX XXXX on XXXX XXXX in XXXX Virginia to begin the steps to build a house. They use a preferred builder and we both completed the paperwork to get pre-approved. It was at this time that both mine and contact information was taken and provided to the lender to begin the process. My husband informed me that he had received a call from a XXXX XXXX XXXX from PRIME Lending stating that he needed documents sent over for the process. Okay I thought no big deal he didn't call or email me, I'll give it a day or so maybe he got busy. On XX/XX/XXXX XXXX XXXX emailed only my husband asking about the documents, my husband forwarded me the email and i found it odd since its really easy to add another email address especially considering that both of us are making this purchase. The next day I start sending over our information and now there is no question that he has my email. Fast forward to XXXX we get loan disclosures and immediately i see that the information provided was for a conventional loan and we had made it clear from the beginning that we wanted a VA loan. On XX/XX/XXXX I email advising that we are looking for a VA loan and XXXX responds that he would need to see if he can get the certificate of eligibility. On a joint call XXXX XXXX was advised that all communication should be with both of us via email. From that point the only other communication from XXXX XXXX I receive are in reference to signing the loan disclosures that are for the wrong type of loan. A few days pass and I receive a message from a XXXX XXXX stating she is assisting XXXX XXXX and needs more information from me and from this point XXXX XXXX began to interact with me. She advised that she needed to document which type of leave I was on and a document that was not signed was needed. I did not advise of my leave type as that was not relevant as I was not longer on leave as goes against the FDICs policy on discrimination in lending and advised that we did not want that loan. XXXX XXXX responded that she would stop the loan process with her company and was satisfied with knowing that I was no longer on leave. XXXX XXXX did not comprehend that we did not want the conventional loan and took that as we will not be using them as a lender. I sent a clarifying email advising that it was again the loan type as we wanted a VA loan. In XXXX my husband received calls and emails from XXXX XXXX again he chose to only communicate with him even after being advised that communication with both of us was necessary. In XX/XX/XXXX i received an alert that my credit report had a hard inquiry and which I checked in with that company it was determined that PRIME lending had initiated the inquiry it seemed odd as XXXX XXXX 's last contact advised that we needed to find a new lender to meet our needs stemming from a phone call and email follow up. On XX/XX/XXXX XXXX XXXX was asked to show his work in reference to the VA loan as he continued to steer us towards the conventional loan and stated that the VA Loan is good for first time buyers but not beneficial after that. 
I have attached several emails for review the first documents XXXX XXXX making contact with my husband, the second calls out again XXXX XXXX talking to my husband and outlines how in depth the conversation was including him telling my husband what is best for HIM not us. It is my perception that XXXX XXXX never had any intentions of assisting us with a VA loan it was in his best interest to us to sign for a conventional loan. I have also included the email chain where he advises that we need a new lender to me then responds to my husband as if it had not happen. It is also my perception that XXXX XXXX does is extremely prejudice and sexist.

Company response to consumer: Closed with explanation