DHA Financial, Inc.

I am sorry to hear that *** *** feels like she has received poor customer service from DHA Financial, Inc. As *** *** has acknowledged in her complaint, this refinance transaction has been going on since the beginning of August. There have been many factors that have
contributed to the length of time, many outside of our control. DHA Financial, Inchas been unable to obtain an appraisal in our desired timeframe, due to the property location and appraiser availability. Unfortunately, this timeframe is not in our control and is dependent more on market supply/demand with regard to Appraisers. DHA was unable to obtain adequate Home Owner's Insurance on *** ***' house, as *** *** would not provide the necessary authority to her provider to increase the amount insured, despite numerous requests In addition, *** *** was often unavailable throughout the days, weeks, and months needed to communicate accordingly in order to get her loan closedWhile *** *** was upfront about her availability challenges, and apologetic, it made progression on the loan application process very difficult. I understand that *** *** is a hard working woman with very little time to spare. Unfortunately, she is a vital piece to getting her loan approved. Without her effort and dedication to refinancing her home, we will not be able to get it closed. *** ***' loan officer, *** ***, has been very patient over the last couple of months attending to getting her loan locked, submitted to processing, in addition to an underwriting approval with conditions. ***'s suggestion to *** *** that we may not be a good fit, was a result of what he perceived as a disinterested and unengaged Borrower. It is unfortunate, but at times when a Borrower will not take direction on what is needed to fulfill their obligations in the loan process, without which we cannot help the Borrower achieve their goals, it is best to part ways. We are truly sorry that *** *** felt offended by this conversation, as that was not the intention. In a circumstance where the Borrower is demonstrating difficulty with the loan process or relationship, we look to see if management can take over the relationship and contact with the Borrower, to see if a change in personnel can influence progress. I reached out to *** *** in hopes that we could move forward with her, my being her new contact, accountable to her through the remainder of the loan process, and unfortunately, it seems that she is unwilling to continue with DHA. Upon reviewing our conversations and discussing the specifics with the entire team, we feel that DHA Financial, Inchas done everything in our powers to accommodate and provide *** *** with the best customer service possible. I have attached our communication log that documents the level of communication and work on our team's part, as well as the challenges that were presented to us. Again, in response to her grievance expressed, I have personally taken over *** ***' file and I have given her every opportunity to complete her loan refinance. I have included the most recent text and email communications between *** *** and myself. It will be up to *** *** to decide if she wishes to continue to work directly with me or not. In conclusion, while I am not discounting her feelings regarding this recent conversation, I do disagree with *** ***' complaint that she has received poor customer service, as our team had spent the last three months working with her to move her forward. *** *** is requesting that she does not have to pay $for her appraisal. The cost of an appraisal is part of the credit review, and therefore is approved by the Borrower up front, early in the loan process. We obtained approval from *** ***, and ordered the appraisal on her behalf. *** *** will be charged for her appraisal accordingly.I sincerely hope that *** *** will work with me directly to personally see her loan application through to completion. Regards, *** *** ***

I am very sorry that *** *** did not have the ideal experience and outcome on his loan application We strive to make every loan experience a positive one I am also sorry that after several conversations, including a recent call to *** *** to resolve this issue, that
his discontent remains directed towards DHA It's important to have a platform to air grievances, however, it comes with the responsibility of a factual representation of what occurred *** *** and his realtor were never informed that he had Loan Approval from DHA Financial. Notification of loan approval would indicate that a loan to purchase a house has been secured. His complaint indicates that he provided DHA with an earnest deposit of $4,000. The deposit was not given to DHA Financial; it was given to his realtor, which is the standard practice for all real estate purchase transactions. The realtor will then forward the deposit to either the listing agent (the seller’s representative), or the title company that the listing agent selects DHA Financial never received or managed those funds. There are claims made by *** *** that DHA mismanaged contract dates and/or, advised on dates. As a mortgage lender, DHA does not prepare the purchase contract or outline the timing of a purchase transaction. This is the responsibility of a realtor. We managed the loan application process and provided the appropriate communication to both *** *** and his Realtor. We did not schedule a closing date (as referenced July 7th). The Realtor’s responsibility was to manage, and amend if needed, the purchase contract dates and deadlines, so as to protect her client. Both *** *** and his Realtor were aware that we did not have loan approval and unfortunately, failed to request contractual extensions accordingly. If a Borrower is up against a loan commitment deadline, and they have not received loan approval, it is the Realtor’s responsibility only to take action and negotiate a date extensionIt is unfortunate that his Realtor misinformed him of her role and responsibility in this transaction, as I believe that is where this grievance truly lies. While DHA does not manage contract deadlines, we made every effort to process his loan application in a timely manner. We had a team of people dedicated to his loan. We moved forward with the loan application based on the information that was provided at initial loan application. As the loan progressed, circumstances and information changed. We found solutions to challenges and worked hard to re-adjust accordingly for *** ***, with the continuous goal of moving the loan application forward *** ***’s feedback did not go unheard, and gave us the opportunity to take a good look at our performance in this process. In fact, although we practice “over communicating”, we wanted to review our records to understand if there was indeed a breakdown on our side. We did our own investigation on our correspondence with both *** *** and his realtorOur phone records support 4 phone conversations with *** ***, and 15 phone calls with his realtor between the dates of July and July 13, We also have copies of several emails to *** *** and to his realtor, detailing the communication surrounding the loan application status, including the loan status on the Real Estate contact’s loan conditions deadline date The email sent to *** *** on July clearly stated that additional information was needed from him and that we did not have loan approval On July we have system record of a phone call with his realtor as well, in which we communicated that he did not have an approved loan to purchase a home at that time At that point his realtor did not request to extend the Loan Conditions Deadline and amend the contract dates, despite not having an approved loan, as would have been expected from any Realtor representing a Buyer. The realtor had the appropriate level of information to manage the contract deadlines and secure the earnest fundsJust to clarify, this is a Realtor’s function and responsibility in a purchase transaction If there is no receipt of loan approval at the particular deadline date in the contact, they must amend the contact. The lender has no ability to amend purchase contracts. Over the course of this loan application, DHA had many resources working to assist *** ***. We were faced with the challenge that *** *** went into contract on a property prior to getting pre-qualified, something we advised highly against, as it could create unnecessary challenges to multiple parties in the transaction. We continued to move forward with the process, provided solutions and had a team of multiple contacts accessible and available to him and his realtor After the work our team had put in, all with the common goal to provide *** *** with financing for a home, DHA was disappointed that he chose to terminate his purchase contract with the Seller, withdraw his loan application, and consequently forfeit his earnest money. I hope that this response clarifies our role in this transaction, versus that of the realtor, and properly depicts the level of support and service that we provided to *** ***. With regard to the desired settlement of $4,requested from DHA Financial, we will not indemnify *** *** for his loss. It would not only be improper, but irresponsible, for DHA to assume the responsibility and penalty of decisions made outside the scope of our own authority, and by other parties to the transaction. *** ***
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