Consumer complaint received 2025-06-18 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: MortgageOne, Inc.
State: KY

Complaint narrative:
We applied for a home loan through XXXX XXXX XXXX in early XX/XX/year>. My partner, XXXX, was initially listed as the borrower, and we were told nothing for weeks while our loan XXXX, XXXX, vacationed in XXXX. During that time, we received no communication, despite multiple follow-ups, and were led to believe our loan was processing. Weeks later, the processor, XXXX, informed us XXXX had not qualified and that we should have known that weeks ago. This information delay caused the loss of our original XX/XX/XXXX closing date, forced me to be added to the loan last-minute, and completely disrupted our relocation plans. We were then given an XX/XX/XXXX closing date. In reliance on that, we relocated our entire family including XXXX children ( XXXX of whom is autistic ), XXXX dogs, and my business from North Carolina to Kentucky. Despite the revised timeline, closing was delayed yet again until XX/XX/XXXX. During that time, our family lived out of XXXX, spending {$2300.00} out of pocket not including the hotel our realtor paid for when we had nowhere else to go. We hemorrhaged money trying to maintain stability for our children, and my husband nearly lost his job due to the time he had to take off. Throughout this ordeal, communication was unprofessional, delayed, and unclear. XXXX routinely failed to respond to emails or texts. Promises were broken repeatedly from clear to close dates to final cost estimates changing within minutes of signing. We were misquoted several times, with documents and numbers shifting right up to the closing table. At XXXX point, the file was allegedly sent to the title company, but they confirmed they had not received it. The seller was turned away at the title company because there was no file sent. The seller was threatening to walk away and we almost lot our home. Even the sellers agents had to step in to chase basic information. XXXX, the processor, admitted that he didnt understand why XXXX XXXX been so neglectful and acknowledged that this situation was unprecedented. He even sent an apology email acknowledging that everyone dropped the ball after seeing the negative review I left the only acknowledgment we received after XXXX months of chaos. We repeatedly asked to speak to a supervisor and were either ignored or dismissed for weeks. XXXX man we were finally told to contact by text responded that this is the price you pay with bad credit an untrue and inappropriate remark that ignored the actual issues. Worse, our safety was at risk. I told both XXXX and XXXX that I suspected our landlord was stalking us and had access to cameras in our home. There have been police reports filed. I explicitly asked that they not share our new address. Despite this, we were met with indifference. We explained multiple times that we were in danger and needed to leave and no urgency was shown. Instead, our loan XXXX was publicly posting on social media, tanning on the beach asking did you close yet? while we fought to keep our family safe and housed, and we actually were not even approved. XXXX XXXX advertises themselves as VA loan specialists and people first, but they acted with gross negligence, indifference, and disorganization. They caused irreparable emotional and financial harm. What should have been a joyful milestone buying my first home turned into a traumatic and expensive ordeal that could have been avoided if they had acted with even basic integrity. I have extensive documentation of expenses, communications, and timelines, and I am willing to provide it if requested. But I urge the CFPB to investigate this companys practices and lack of accountability particularly their treatment of vulnerable families, military-connected borrowers, and XXXX dependents. 

Additional Note : Weeks after closing and weeks before our first mortgage payment is due XXXX, the same loan XXXX responsible for this entire ordeal, sent a text message to my husband asking if we had made our first mortgage payment. This is wildly inappropriate for several reasons : ( XXXX ) he is not our servicer and has no reason to contact us post-closing, ( XXXX ) our first payment isnt due until XX/XX/XXXX, and ( XXXX ) the timing felt manipulative, as if trying to preempt or retaliate against the complaint we had already filed. Given everything that had already occurred, this unwanted communication crossed a line and is being included in this complaint to document the continued lack of professionalism and boundaries. I am explicitly requesting that no further contact be made through XXXX under any circumstances.

Company response to consumer: Closed with explanation