Consumer complaint received 2016-05-19 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: Movement Mortgage LLC
State: IL

Complaint narrative:
My husband and I used XXXX XXXX XXXX of Movement Mortgage while trying to get a mortgage on a new home. We were referred to him by a former realtor, XXXX XXXX, of XXXX XXXX XXXX. Even though we decided to no longer work with XXXX, we decided to use him with our new realtor for a home. XXXX gave us information about getting a rehab loan for a home and felt he was the best candidate. Since we were doing a Homestyle rehab loan we were told by XXXX that we would have to get quotes for the problem areas which were mold in the garage and a roof that needed repairing so the home could be livable. That way when we received an appraisal we would already have the rehab quotes together with the asking price. XXXX was available at the time and if he did not pick up when we called he would always call back. After we received the quotes, XXXX mentioned that we might have to get a contractor which was something new to us because we discussed what the issues were on the house before he even discussed what type of loan we wanted. Later on he recanted and said he would try to see if he could avoid us having to purchase a contractor to oversee the mold and roofing repair. He did not even mention that we would have to get the same contractor for both services like our new loan officer recommended. After we signed the paperwork where we wanted to move forward with the loan, he asked for paperwork that we already gave him again such as our tax returns, pay stubs, XXXX information, etc. Then a few weeks later he asked for more information that he seemed to have forgotten that we sent him and we had to resend again. He stated that his assistant was missing a couple of things but now my husband and I are thinking that he probably never even had an assistant. After everything seemed good with our paperwork he sent out an e-mail to our realtor, my husband and me stating that the appraisal was sent to the agent, the appraisal was ordered and received, the loan was approved, closing package was sent to HUD and the wire was sent to the agent. I called him the next week because our debit card was not charged and we never received an appraisal review. XXXX stated that the appraisal was not completed and as soon as the information arrived, he would send it. XXXX weeks later nothing and we were to close in XXXX weeks. We tried calling him and no answer for a week. My mother in law called from an unknown number to and he finally answered. My mother in law discussed herself as wanting to do business with XXXX and mentioned my name as a reference and informed my mother in law that he would call her back and never did. When I told the realtor what was going on XXXX picked up the phone for the realtor and explained that he was having issues with the appraisal company which we had no idea this issue was going on. Our realtor said XXXX would call us later on that day and never did. We called him from two different phone numbers the next day and no answer. Two days later he sends an e-mail stating there was something wrong with the contractor and that he needed more paperwork. We decided to no longer contact him and went with another loan officer hoping the bank would give us another extension. The bank denied the extension and we lost the house even when we tried to offer a higher bid. A week later, XXXX called my husband with an unknown number. My husband answered and every excuse did not make any sense. He stated an appraisal would take 60 days but then we never even got an appraisal and nothing went into underwriting so that could not have been the issue for us. If we knew it would have taken longer for an appraisal then we would have asked the bank for a longer time. XXXX was dishonest to our attorney, realtor and us. We have e-mails and voicemails. This man should not be in possession of peoples personal information

Company response to consumer: Closed with explanation