Consumer complaint received 2026-01-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: SUN WEST MORTGAGE COMPANY, INC.
State: TX

Complaint narrative:
It all started with the loan officer. From the moment we started working with her, we made it clear that client needed down payment assistance, however she kept expressing how the buyer had $ XXXX in her business bank account and did not need XXXX. We repeatedly expressed to her that the {$65.00} k was not completely hers since she was in a partnership, and that alot of those funds were used for monthly living expenses. THe LO would not let that go. We originally started working with the lender based on an FHA program they had, that would allow buyers to have the down payment covered, and the closing costs as well. The lender expressed that buyers would only need a score of XXXX, which the buyer had. The first few credit pulls allegeldy showed that the buyer did not auto qualify, eventually after a couple of months they did. However, when we started actively looking for homes, and selected one to submit an offer, we asked for a Loan Est. The purchase price on the home was around $ XXXX or $ XXXX, but the estimated cash to close was in the high {$20000.00} 's almost $ XXXX if not higher. We learned that the XXXX was charging 2 % OF and no lender credits which is not what she had told us. Weexpressed our disappointment in the deceit and went to another lender. When we could not close with that lender, we went back to the orignal LO. in question. THis LO asked for extensions on financing and clsing since we under contract, which we were able to do. She waited until the final moment to let her know we may have had trouble with approvals. She lied to us and told us XXXX needed another week ( Originally the Buyer did not qualify for tshac because her income was miscalculated ). The buyer and I spoke with XXXX and that was not the case. Since we blew through the financing deadline we had no s=choice but to close. We asked for another extension, and at the end the kept promising a XXXX. It never came, instead day after day they began to ask for a series of docs that had been sent to the LO several times. As the realtor I was trying to help my cleint understand what the UW was asking for. The LO kept referring us to the UW notes and for us to speak with the Processor. In the end, we missed the closing deadline, which everyone was aware of. The buyer and I both tried to speak with the Mortgage Co directly, that was an epic fail. In the end the mortgage co expressed the Buyer 's XXXX was too high ( when the Buyer 's income was miscalculated twice ) and they would not accept the documents submitted for the IRS repayment. The lender received all of these docs, and the buyer feels she could have advised what was acceptable and what was not. However, the Buyer feels as if she was not reviewing these docs. There are a few key factors in this file : The LO mismanaged it, gave false hope by telling us she knew this investor and their Underwriters and had a relationship with them. Then when it went downhill she said that they were not handling things correctly. Why did the LO and mortgage company carry on for so long? There are more documents of screenshots of emails and texts avail if needed, because there is definitely more to the story.

Company response to consumer: Closed with explanation