Consumer complaint received 2019-08-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: DHI Mortgage Company
State: NC

Complaint narrative:
My family has been held up from from being approved for an FHA loan. My XXXX credit report showed a credit boost service offered by XXXX to help boost consumer credit legally. My utilities bills such as ; XXXX XXXX XXXX and XXXX were being paid on time. I was told by DHI Mortgage representative, XXXX XXXX that the FHA does not allow this type of feature on my credit report. I did ask questions because I was under the assumption that this was to help consumers build and boost their score. 

There has been so many miscommunication and misleading information we have received from their representative, until we decided to switch lenders. XXXX also advised our realtor and myself that switching lenders be the best idea. We did switch lenders and went to a company named XXXX XXXX XXXX. Our loan officer XXXX XXXX, ran our information in the FHA system and received an automatic approval. But by the time it went into underwriting, they learned that there was a credit reject on our file. I never received any information on this reject. And we still have no valid information on FHA not accepting your utilities being reported to the credit bureaus. 

I emailed DHI Mortgage rep XXXX, who failed to give me answers on what happened. Why our credit file was rejected in the FHA systems. Our credit scores were within guidelines. We had completed DHI 's Home Buyers Club Program. We have a healthy downpayment, have been on our jobs for nearly 10 years and have the monthly income with debt ratio being within the guidelines. 

After sending a follow up email to XXXX on XX/XX/2019, I then received a call from another DHI representative, XXXX XXXX on the same morning. She informed me that we were rejected because I failed to removed the credit boost feature. This was false information. I emailed XXXX during the process and asked a few questions but I did comply and remove the feature. Our current loan officer asked me to see if they would remove the credit reject from the FHA system and they have failed to do so. 

XXXX mentioned that she left me a voicemail at the end of XXXX. I have 102 deleted voicemails dating back to XXXX. I listened to them all and not one was from a DHI rep named XXXX. I'm considering having my cell phone company pull my call log activity. Upon our conversation, XXXX told me that she would be in touch by the end of the day. I forwarded emails to her in reference to this matter. She told me she would contact me by the end of the day. It's currently XXXX  ( EST ) and I have yet to hear anything from her. She has also failed to confirm that she received my emails. 

This is clearly a mistake on their end, which have caused my family headache and heartbreak. We are ready to move forward and although there are other ways to get a loan, we were advised that FHA is the best loan for us at this time. We have worked extremely hard and have did ever thing these companies have asked us to do. DHI refuses to remove this and it's not fair. Prior to all of this, my wife was approached by a neighbor that told her ( my wife ) that she heard we was having issues with our loan. I don't know if the neighbor was just being nosey, but all of this happening doesn't seem right. I don't want to think they are intentionally holding us back but from the responses and actions we have received from them, it appears that way. 

I have attached screenshots of emails and a copy from XXXX XXXXn when the boost was deleted.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation