Consumer complaint received 2025-09-17 00:00:00
Product: Mortgage — USDA mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: OFG BANCORP
State: PR

Complaint narrative:
In XX/XX/year>, the claimants went to see the property, but because it was occupied by the owners, they were not allowed to inspect the house from the inside. XXXX XXXX XXXX proceeded to send the contract to the claimants. On XX/XX/year>, XXXX XXXX XXXX contacted the claimants to question why they had not yet signed the contract. The claimants indicated that whenever they tried to inspect the property, XXXX XXXX XXXX would change the date, delaying the process. On XX/XX/XXXX, the claimants agreed to sign the contract under the promise that XXXX XXXX XXXX would give them the opportunity to bring an expert to inspect the property before closing. After this, XXXX XXXX started canceling all the visits to inspect the property, limiting himself to sending the claimants some images of the upper part of the house and the land.taken from a drone. On the closing day, XX/XX/year>, the bank 's attorney, XXXX XXXX XXXX of XXXX XXXX XXXX XXXX XXXXXXXX XXXXXXXX XXXX, sent the plaintiffs an email questioning whether they had read and signed the deeds. The plaintiffs responded that they would not do so given the fact that XXXX XXXX never allowed them to inspect the property. Subsequently, XXXX XXXX contacted the plaintiffs by phone to inform them that it was already too late to inspect the property and they had to sign the closing. XXXX later, XXXX XXXX contacted the plaintiffs by phone and in an intimidating and aggressive manner indicated to them that it was too late to inspect the property and that if they did not sign the closing, they would lose the {$2000.00} deposit they had given for the property and would also be sued. The defendants, frightened since it was the purchase of their first home, felt compelled to sign thethe closing, digitally on the way to the bank, since XXXX XXXX asked them to send the documents before arriving at the bank to expedite the process. At that moment, the plaintiffs saw for the first time photos of the inside of the property provided by the XXXX XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX. These photos are very different from the current reality of the property. When the plaintiffs arrived at the property, they not only found XXXX abandoned dogs and XXXX abandoned cats, but also that the kitchen cabinets are rotten, there is garbage everywhere, the windows are broken, there are water leaks all over the roof of the property, XXXX of the bathrooms has no door, the fence is broken, exposed electrical wires, the cistern has no cover, there is no electricity in part of the house, the bathroom plumbing is broken, the terrace roof is rotten, ton the walls, the ceiling is cracked, XXXX In short, the house is not suitable for living in, which was initially the purpose of the purchase. The next day, the plaintiffs contacted the closing attorney requesting to cancel the contract, but received no response. They then tried to contact XXXX XXXX, who was unavailable. They communicated with her assistant, XXXX XXXX XXXX, but also received no response. The following day, they managed to speak via phone with XXXX XXXX, who informed them that it was too late to cancel the contract because they had already signed, and that she would let XXXX XXXX know. XXXX later, they received a call from XXXX XXXX informing them that, to the best of his understanding, they had inspected the property the day they saw it from the outside and that requirement had been fulfilled. Regarding the animals, he limited himself to informing them that they were stray and that he had no knowledge of them. However, the dogs appear in the photos taken by the appraiser and in response to the plaintiffs ' questions, the neighbors have certified that the animals belong to the previous owner of the property and that they were abandoned.

Company response to consumer: Closed with explanation