Consumer complaint received 2026-01-24 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Fees or costs during the application process
Company: Casa Finance, LLC
State: UT

Complaint narrative:
Though I qualify, XXXX XXXX, working as loan officer for XXXX XXXX, is refusing to give me a VA purchase mortgage guaranteed loan. He is on offering a conventional loan with a bad interest rate that requires {$19000.00} in cash to close even though VA loans usually require between {$0.00} and a small funding fee ( at the high end ). The loan analysis for this supposedly VA loan actually indicated " conventional '' under loan type. There has been no mention of a VA funding fee, whether or not I have to pay one as a 100 % XXXX veteran, or whether or not I want to roll it into the loan. He has argued that I can not use my Certificate of Eligibility as provided by the VA, and has even told the bold face lie that when my original VA loan was paid off in 2011, the mortgage lender never reported it to the VA, so unless the VA and previous lender resolve that, I can not use the .My wife and I are looking at a new home built by XXXX XXXXXXXX located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, a sales agent from XXXX XXXX, indicated that they only use one lender, XXXX XXXX. I filed an application for a loan with XXXX XXXX but had not heard back. The loan application website assigned me to a random loan officer, somebody with the name of XXXX or XXXX. When I informed XXXX XXXX that I had not even heard a peep from XXXX XXXX, he called XXXX XXXX at XXXX XXXX  and XXXX subsequently took over as Loan Officer. Over about a week, my wife and I provided submitted multiple documents and completed the Loan application on the XXXX XXXX website and as directed by XXXX XXXX. Today, I received a Loan Analysis from XXXX XXXX which approved the loan. The closing costs listed on the Loan Analysis identify that we as buyers will have to pay {$9600.00} for discount points to by XXXX XXXX going rate down to a rate of 5.750 %, and a total of {$19000.00} in cash to close even though some VA loans require {$0.00} to close. I proceeded to check the current rate for VA mortgage purchase loans on a website, XXXX XXXX XXXX. The website is designed to aid veterans in getting help finding a VA loan. It does have some links to mortgage lenders but does not offer loans. It solely provides information that helps Veterans, who qualify to get a VA guaranteed loan, use that information to obtain a VA loan from a legitimate mortgage lender. According to the website, today 's current VA mortgage purpose rate is 5.781 %, but it does not offer loans. I also checked the mortgage rates for a 30 year VA purchase mortgage at XXXX XXXX XXXX XXXX. Their website indicates that their current rate is 5.375 %. 
When I explained to XXXX XXXX by phone that I received a Loan Analysis from XXXX XXXX at XXXX XXXX but I did not like the closing cost numbers, he claimed, that although he used to be a Loan Officer, he did not know that there was a publicly available post as to what the current VA purchase mortgage loan rate show be near. He did however offer to pay {$1000.00} from his fee to pay for closing costs, but emphasized that if I did not make a move that day, the possibility existed that another buyer could come in and get the home. When I asked about getting another lender in order to reduce my closing costs, he insisted that it is XXXX XXXX policy that I go with their designated lender, XXXX XXXX, in order to get the house at the published price. He indicated that I could a lender at a different bank, XXXX XXXX would likely raise the price of the home. He went on further to explain that XXXX XXXX  has to either make money up front with the ridiculously overpriced closing costs or had to get it in the long run by having a higher rate. He said that his experience with XXXX XXXX is that they intend to get it up front in closing costs because the be sold to another loan servicer within a month of closing, possibly even before the first payment is due. Because we want the home, I agreed to provide a check for {$10000.00} to be able to sign a home reservation legal document. It basically cost me {$10000.00}, which would be used to pay closing costs when the loan settles, in order for XXXX XXXX  to take the house of the market. The document indicates that XXXX XXXX will pay {$1000.00} in closing costs ( from the sales agent commission ), I provide the {$10000.00}, and the home will be taken off the market for 7 days while the Loan Officer hammers through any issues with settling the loan. I told him that I was not willing to work with XXXX XXXX any more. He indicated that he would find me a different Loan Officer. I called XXXX XXXX multiple times starting at XXXX until I was able to find someone that would take my complaint against XXXX XXXX . I was supposed to talk to XXXX but she wasn't available. I ended up providing details of the complaint with XXXX XXXX and the valid Certificate of Eligibility for a VA loan, which the VA provided just this week. VA loans don't even have discount points that a person can buy. You can choose between 3 interest rates based on down payment. A 20 % down payment gets the best rate while 0 % gets the worse. Even then, the interest rates are really competitive.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation