Cendant Mortgage services had our VA loan application folder and all required documents as of 6/11/03 with our closing date set for 8/29/03. Our loan supervisor was Barry Bachman and he never returned any of our phone calls. We were then assigned a new counselor, Jason, and he also failed to return many of our calls and did not answer e mails.
We did speak to him a few times, he requested some documents be sent to the company and we complied. We called on numerous occassions to get our loan status and it was only then did we find out that yet another document was needed. This started in early August. We asked that our loan date be changed to Aug. 22, and the Cendant said that should be fine, although they could not guarantee it. Cendant then told us that there were documents missing that we had to sign. They faxed it to us and it was incorrect.
We called and told them the errors, they said they would fix it and fax it again. It took four times (faxing and then us calling Cendant) for them to finally get it corrected. This was a document that was in our original loan package which they had. He also claimed to not have our sales agreement which was in our original loan package which he later claimed to have found. Jason then said that there was a problem with my credit report, which had been fine for months. No answers were given from Cendant as to the problem.
I then had my own credit reoprt done at my cost, there were no discrepencies, and had it faxed to them and that issue was no longer mentioned—saying whether it was or was not resolved. On the evening of 8/20 Jason yet again said something was missing and we pressed him on whether we would indeed be closing on Aug. 22 and he would neither confirm nor deny it. We had to know for work, electric hook-ups, school registrations, phone, etc. The title company and our real estate agent complained because no one at Cendant had contacted them as to the closing, in spite of messages being left to call.
We complained to Jason and he had no reply. My husband e mailed a supervisor at Cendant to complain. Shannon Fisher sent a brief reply to his e email and we were then assigned yet another loan counselor, Dianne Bonner. She also claimed to be missing items that we had already sent to Jason, as well as in our loan package. On Weds. At approx. 4;00P.M. Dianne called here stating that she knew there had been some confusion as to our loan and it was going to underwriting and should take 24-48 hours.
We had been told the same by Jason the previous week. Thursday again Dianne said paperwork was missing and Friday A.M. My husband faxed her 54 pages of all the documents which we had already faxed and mailed weeks and months before. She then stated that there was a problem with the water test which was done In June, and my husband called the lab was told that lead testing was NOT required for our loan, it wasn't done and wasn't necessary. Dianne assured us she would take care of it.
My husband told her that he would be out of town on MOnday and to keep us informed. On Tues. August 26, my husband called, Dianne wasn't in yet and Jason said our package was back from unerwriting and good to go. Dianne called a few hours later stating that we needed to get an inspector to go out to the house and get a water sample and have it tested for our loan to go through.
My husband reminded her that she said it would be taken care of, and why didn't she let us know this Friday as at least 24 hours is needed for the test. He asked why she did not call on Mon., 8/25, to inform us and she said she did but got no answer. That is untrue. I was here for the entire day, and neither our caller ID nor answering machine show any calls from Cendant.
My husband told her it was not possible to immediately have an inspector get a water sample and bring it to the lab, have it tested and close by friday Aug. 29. He ssked why this wasn't an issue sooner. He demanded documentation for this requirement and she said "Do you want the number to the VA?" My husband said "yes" and she said he was being awnry and she was ending the converstion. He asked to be patched through to her supervisor. She hung up, without giving us any number or connnecting us with her supervisor.
My husband finally got through to the supervisor, Shannon Fisher, after again being on hold for 30 minutes. Ms. Fisher said she would try to get this problem waived, and promised to call back. Several hours passed and no phone call came so my husband called her. She stated that this test would be waived but neeeded to be done within 120 days and we complied. My husband asked her several times if anything else was needed. She stated nothing else was needed and she was going to contact the title company today, Aug 26.
We completely understand that tha mortgage process is complex, lengthy, and stressful, but we feel that this company has done an inadequate job in handling our loan application. No one seems to have any organizational skills or proper knowledge of this process. We feel we have jumped through hoops for absolutely no reason and we also believe that this company is trying to stall our loan, perhaps to get us to pay a higher interest rate.
We also beleive that we have been discriminated against because of our request for a VA loan, which several employees there have mentioned is NOT a desireable type of loan to be working on.
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