Roswell Moore, Certified Mortgage Planner NMLS 263779
Complaint 337646 Details

Roswell Moore was hired on October 15, 2014 to process a mortgage, which my brother is applying for, to purchase my house. It is four months later, and even though my brother has excellent credit and has submitted all the documents requested by Mr.Moore, the loan is still in the first stage, where Moore is requesting documents for the Underwriters that he already requested three months ago, and received. My brother has repeatedly requested that he either get someone who has the time and/or the ambition to process this loan, yet Moore has not complied, and sends an email saying, "Good news, you're approved, but we need a few more documents for the Underwriters, so go ahead and order the appraisal."

If the loan was approved, then the Underwriters wouldn't still be requesting documents to review, so obviously he has been sitting on the documents I previously submitted, and thinks that by telling me to order the appraisal, I will be fooled into thinking that the loan is moving along. It is is the same place it was back in October, with four months wasted.

I am the owner of the house that is being purchased by my brother, and I have also written emails to Moore, explaining my need to have this loan processed in a timely manner. He never responded to my emails, and told my brother he is not allowed to communicate with me. Even so, you'd think he would have the professional courtesy to at least tell me that he can't respond, and I need to get the answers from my brother, especially since he is responsible for the unnecessary delay, which is costing my more than $1,000 every month that the house is not sold.

February 13, 2015 at 8:59am, I called New Penn's customer service at 1.888.852.4151, and told them I wanted to be connected to someone in charge who could take care of this problem. I was connected to a voice mail which I left a message stating that I was ready to file a lawsuit for such poor and totally unacceptable business practice, unless I heard back from someone that day. I still have not received a return phone call, or any other communication.

In the meantime, my brother is still sending emails on an ongoing basis to Mr. Moore, stating his complaints and the urgency and importance of action to be taken where the loan process is to move one. The emails from Moore are always the same, some b.s. about how it has been approved and will close shortly, yet he is still requesting documents previously requested and received.

New Penn should be shut down if this is how they treat people, as it should be against the law for them to hold up people's lives, as they do, with no concern. I read another complaint from the couple that said the exact same thing, where the process was stuck with multiple requests for the documents that they have already submitted. There's turned out to be a horror story, which caused them to end up being homeless and spending thousands of dollars.

Why is this allowed? Action needs to be taken and I am going to file complaints with the BBB, AZ Attorney General, and inform The Association of Real Estate License Law officials as well.

Carol Knott
[email protected]
480.980.8156