Consumer complaint received 2023-09-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Application denials
Company: Zillow Group Inc.
State: NC

Complaint narrative:
I was researching mortgage loans online when I received a call from Zillow regarding my request. I was told by the agent they would like to discuss with me further what I was looking for in a new home as well as the process for completing an application. I was told I would be receiving a call back from one of their agents. On XX/XX/2023, I received a call from XXXX XXXX Mortgage Loan Officer NMLS ID # XXXX. The information pertaining to income, identification, cost of home I was interested in as well as documentation had been uploaded in the Zillow application portal prior to the agents call. XXXX informed me he would be reviewing the information and getting back to me. I was contacted the next day XX/XX/2023 and issued a pre-approval in the amount of {$380.00}. XXXX requested the information of the real estate agent I was working with so they would be able to communicate throughout the home buying process, which was provided to him. XXXX then sent out an email to my real estate agent with me cc 'd on the email confirming the pre-approval. On XX/XX/2023 I put in an offer for a home for {$360000.00} ( {$20000.00} less than the amount of the pre-approval ). My offer of purchase was accepted by the seller and upon the acceptance my agent reached out to XXXX. It was at this time XXXX contacted me via phone and told me he didn't think he could approve the loan. When I questioned why, he had no real response, simply saying " Zillow Mortgage loan does not work with self-employed people ''. When I reminded him, we had spoken about this in detail he assured me he " would try to work something out and give me a call back in a few minutes '', I never heard back from XXXX. I learned via my agent he had contacted her and told her my loan request was denied. I am heartbroken not only was I issued a pre-approval but once I placed an offer, I was told it was in error. I wasn't even given the courtesy of being told it was denied by XXXX, but he provided no written proof surrounding the determination. I would not have made the offer for the home if XXXX had not assured me he reviewed the documents and " everything was good ''. I already paid for an inspection. I would have been the first person in my family to own a home. I am completely humiliated. '' Since this incident occurred, I was told multiple time by Zillow another Zillow agent XXXX XXXX that Zillow would be working with my real estate agent to identify other options. Zillow did not reach out to me until I posted a negative review on XXXX. Since speaking with XXXX XXXX, I have received nothing but conflicting information, excessive urging to sign an agreement stating I am willing to accept {$610.00} for the cost of the home inspection I paid for and this will settle the " dispute between the parties ''. I refuse to sign the agreement as I feel what has happened to me by Zillow is not resolved nor has it been resolved with the payment of an inspection fee. Zillow has emailed me, however, most of it seems unintentional as the email exchange seems to be intended for its staff as they refer to me as " XXXX '' and the need to put " XXXX in training ''. There is no mention of the harm that this has done to me nor a potential resolution to this issue. XXXX XXXX informed me during a phone call, the manager XXXX XXXX would be reaching out to me to discuss my case. To date I have never received a call or acknowledgement from XXXX XXXX.

Company response to consumer: Closed with monetary relief