| 05/25/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Information belongs to someone else
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THIS COMPLAINT IS FOR ME. IT IS NOT A THIRD PARTY COMPLAINT. I have been trying to get XXXX and XXXX to remove the erroneous information reported by XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX from my credit report. The information reported by XXXX XXXX XXXX and XXXX were positive but I also wanted these removed from my credit report because they also were not valid. I decided that the only logical thing I could do was learn the Fair Debt and Collection Practices Act ( FDCPA ) because of their continued refusal to remove the information. The FDCPA referenced other Federal Acts and Statues. Eventually and inadvertently I found out about numerous violations of state and federal laws. They include but are not limited to : The Real Estate Settlement Procedures Act, ( RESPA ), Fair Debt and Collection Practices Act, Secure and Fair Enforcement for Mortgage Licensing Act of 2008 ( SAFE Act, Dodd-Frank Act, Illinois Notary Public Act 5 ILCS 312/Art. I, The Sherman Act and other anti-trust laws, TITLE 86 : REVENUE CHAPTER I : DEPARTMENT OF REVENUE PART 120 REAL ESTATE TRANSFER TAX, etc. XXXX XXXX XXXX XXXX XXXX., XXXX XXXX XXXXXXXX Guaranteed Rate, Ravenswood Title, XXXX XXXX XXXX Ravenswood Title, XXXX XXXX etc. filed Instruments ( Deeds, Mortgages, etc. ) that violated both state and federal laws with the XXXX County Recorder of Deeds. Numerous unknown employees of the XXXX County Recorder of Deeds accepted these void instruments for filing also in violation of law. I decided to check to see if the alleged mortgages were legal before, during and after the alleged mortgages were issued. Had the credit reporting agencies removed the information as they are legally required to do and if the Title was not clouded, I would have never found about the number violations committed by : XXXX XXXX XXXX XXXX, XXXX, XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Guaranteed Rate, Ravenswood Title , XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and others. One of the most important things I learned was 5 ILCS 312/1-101 ) ( from Ch. 102, par. 201-101 ) Sec. 1-101, Illinois Notary Public Act particularly ( 5 ILCS 312/6-104 ) Which states as follows : ( h ) NO NOTARY PUBLIC SHALL BE AUTHORIZED TO PREPARE ANY LEGAL INSTRUMENT, OR FILL IN THE BLANKS OF AN INSTRUMENT, OTHER THAN A NOTARY CERTIFICATE ; however, this prohibition shall not prohibit an attorney, who is also a notary public, from performing notarial acts for any document prepared by that attorney. To check to see if the Legal Instrument such as a HUD-1 Settlement Statement was prepared by attorney go to the Illinois Attorney Registration and Disciplinary Commission ( ARDC ) website and type in the name of the Settlement/Closing/Escrow Agent listed on the HUD-1 form. Sometimes a name will not be listed in that case check to see if the person who signed on the line that states, Settlement Agent is an attorney. After doing this you will find that legal Instruments such as the Mortgage, Note, HUD-1, etc were filled out and signed by a Notary meaning the none of the alleged documents are legally binding and are void without legal effect. What I have learned if one document fraudulent other documents are fraudulent too. FRAUDULENT MORTGAGE PROCEEDINGS At the time of this alleged mortgage closing allegedly took place Title Company, XXXX XXXX XXXX XXXX used a fraudulent form that : ( i ) that was not a valid HUD-1 Settlement Statement form, ( ii ) lacked an OMB Approval Number ( iii ) was not completed according to law ( iv ) is dated 3/86 ( XXXX XXXX ) ( in a tiny font ) ( v ) the pages are not numbered, etc. as EXHIBIT 4. This form was approximately 23 years old at the time the alleged XX/XX/XXXX mortgage was obtain. This would serve as a Red Herring because no legitimate title company would use a 23-year-old form. It should be noted that the HUD-1 Settlement Statements all contain a footer that states, previous edition are obsolete as shown below : Even if XXXXXXXX XXXXXXXX XXXX form was valid and it was not even a second grader know that an obsolete form can not be used. It is common practice for people engaged in corrupt activities to use obsolete forms, therefore I checked the date. A check of the OMB website shows that between XXXX XXXX XXXX* that they were no 2502 HUD Settlement forms issued in XXXX. Form ( iii ) lacked page numbers, etc. I was not aware of the foregoing and following information for many reasons ( i ) I had an attorney. I recently found out that my attorney XXXX XXXX also works for XXXX XXXX XXXX as title agent, which is conflict of interest. He received money from me and from XXXX. Attorneys that buyers and sellers have to have at closing are a waste of money. Most are affiliated of XXXX XXXX XXXX and get kickbacks. Further, because of the fraud committed by the Title Insurance Companies and the banks they are required by law to pay for the cost of the home and any other costs incurred. THE SETTLEMENT PROCESS Settlement means the process of executing legally binding documents regarding a lien on property that is subject to a federally related mortgage loan*. This process may also be called " closing '' or " escrow '' in different jurisdictions. *Federally related mortgage loan means : ( 1 ) Any loan ( other than temporary financing, such as a construction loan ) : ( 2 ) Any installment sales contract, land contract, or contract for deed on otherwise qualifying residential property is a federally related mortgage loan if the contract is funded in whole or in part by proceeds of a loan made by any maker of mortgage loans specified in paragraphs ( 1 ) ( ii ) ( A ) through ( D ) of this definition. 1024.8 USE OF HUD-1 OR HUD-1A SETTLEMENT STATEMENTS HUD -- 1 or HUD -- 1A settlement statement ( also HUD -- 1 or HUD -- 1A ) means the statement that is prescribed in this part for setting forth settlement charges in connection with either the purchase or the refinancing ( or other subordinate lien transaction ) of 1- to 4-family residential property. ( a ) Use by settlement agent. The settlement agent shall use the HUD-1 settlement statement in every settlement involving a federally related mortgage loan in which there is a borrower and a seller. For transactions in which there is a borrower and no seller, such as refinancing loans or subordinate lien loans, the HUD-1 may be utilized by using the borrower 's side of the HUD-1 statement. THE SETTLEMENT PROCESS Settlement means the process of executing legally binding documents regarding a lien on property that is subject to a federally related mortgage loan. This process may also be called " closing '' or " escrow '' in different jurisdictions. Settlement service means any service provided in connection with a prospective or actual settlement, including, but not limited to, any one or more of the following : ( 1 ) Origination of a federally related mortgage loan ( including, but not limited to, the taking of loan applications, loan processing, and the underwriting and funding of such loans ) ; ( 2 ) Rendering of services by a mortgage broker ( including counseling, taking of applications, obtaining verifications and appraisals, and other loan processing and origination services, and communicating with the borrower and lender ) ; ( 3 ) Provision of any services related to the origination, processing or funding of a federally related mortgage loan ; ( 4 ) Provision of title services, including title searches, title examinations, abstract preparation, insurability determinations, and the issuance of title commitments and title insurance policies ; ( 5 ) Rendering of services by an attorney ; ( 6 ) Preparation of documents, including notarization, delivery, and recordation ; ... ( 9 ) Conducting of settlement by a settlement agent and any related services ; ( 10 ) Provision of services involving mortgage insurance ; ( 11 ) Provision of services involving hazard, flood, or other casualty insurance or homeowner 's warranties ; ... ( 13 ) Provision of services involving real property taxes or any other assessments or charges on the real property ; ( 14 ) Rendering of services by a real estate agent or real estate broker ; and ( 15 ) Provision of any other services for which a settlement service provider requires a borrower or seller to pay. BACKGROUND REAL ESTATE SETTLEMENT PROCEDURES ACT The Real Estate Settlement Procedures Act ( RESPA ) was a law passed by the United States Congress in 1974 and codified as Title 12, Chapter 27 of the United States Code, 12 U.S.C. 26012617. The main objective was to protect homeowners by assisting them in becoming better educated while shopping for real estate services, and eliminating kickbacks and referral fees, which add unnecessary costs to settlement services. RESPA requires lenders and others involved in mortgage lending to provide borrowers with pertinent and timely disclosures regarding the nature and costs of a real estate settlement process. RESPA was also designed to prohibit potentially abusive practices such as kickbacks and referral fees, the practice of dual tracking, and imposes limitations on the use of escrow accounts. RESPA was created because various companies associated with the buying and selling of real estate, such as title insurance companies lenders, real estate agents, construction companies were often engaging in providing undisclosed kickbacks to each other, inflating the costs of real estate transactions and obscuring price competition by facilitating bait-and-switch tactics. RESPA outlines requirements that lenders must follow when providing mortgages that are secured by federally related mortgage loans. This includes home purchase loans, refinancing, lender approved assumptions, property improvement loans, equity lines of credit and reverse mortgages. Under RESPA, lending institutions must : Provide certain disclosures when applicable, including a Good-Faith Estimate of Settlement Costs ( GFE ), Special Information Booklet, HUD-1/1A settlement statement1 and Mortgage Servicing Disclosures. Provide the ability to compare the GFE to the HUD-1/1a settlement statements at closing Follow established escrow accounting practices Not proceed with the foreclosure process when the borrower has submitted a complete application for loss mitigation options, and Not pay kickbacks or pay referral fees to settlement service providers ( e.g., appraisers, real estate brokers/agents and title companies ) Good-Faith Estimate of Settlement Costs For closed-end reverse mortgages, a lender or broker is required to provide the consumer with the standard Good Faith Estimate ( GFE ) form. A Good Faith Estimate of Settlement Costs is a three-page document that shows estimates for the costs that the borrower will likely incur at settlement and related loan information. It is designed to allow borrowers to shop for a mortgage loan by comparing settlement costs and loan terms. These costs include, but are not limited to : Origination charges Estimates for required services ( e.g., appraisals, credit report fees, flood certification ) Title insurance Per diem interest Escrow deposits, and Insurance premiums The bank or mortgage broker must provide the GFE no later than three business days after the lender or mortgage broker received an application, or information sufficient to complete and application. A person may not give or receive a fee or anything of value for a referral of mortgage loan settlement business. This includes an agreement or understanding related to a federally related mortgage. Fees paid for mortgage-related services must be disclosed. Additionally, no person may give or receive any portion, split, or percentage of a fee for services connected with a federally related mortgage except for services actually performed. Permissible Compensation, Fees, salaries, compensation, or other payments. ( 1 ) Section 8 of RESPA permits : ( i ) A payment to an attorney at law for services actually rendered ; ( ii ) A payment by a title company to its duly appointed agent for services actually performed in the issuance of a policy of title insurance ; ( iii ) A payment by a lender to its duly appointed agent or contractor for services actually performed in the origination, processing, or funding of a loan ; ( iv ) ... In XXXX XXXX Congress amended RESPA to cover subordinate lien loans. Congress, when it enacted the Economic Growth and Regulatory Paperwork Reduction Act of 1996, it further amended RESPA to clarify certain definitions, including controlled business arrangement, which was changed to affiliated business arrangement. 1024.8 USE OF HUD-1 OR HUD-1A SETTLEMENT STATEMENTS ( a ) Use by settlement agent. The settlement agent shall use the HUD-1 settlement statement in every settlement involving a federally related mortgage loan in which there is a borrower and a seller. For transactions in which there is a borrower and no seller, such as refinancing loans or subordinate lien loans, the HUD-1 may be utilized by using the borrower 's side of the HUD-1 statement. ( b ) Charges to be stated. The settlement agent shall complete the HUD-1 or HUD-1A, in accordance with the instructions set forth in appendix A to this part. ( 1 ) In general. The settlement agent shall state the actual charges paid by the borrower and seller on the HUD-1, or by the borrower on the HUD-1A. The settlement agent must separately itemize each third party charge paid by the borrower and seller. All origination services performed by or on behalf of the loan originator must be included in the loan originator 's own charge. Administrative and processing services related to title services must be included in the title underwriter 's or title agent 's own charge. The amount stated on the HUD-1 or HUD-1A for any itemized service can not exceed the amount actually received by the settlement service provider for that itemized service, unless the charge is an average charge in accordance with paragraph ( b ) ( 2 ) of this section ... ( ii ) The settlement service provider shall define the particular class of transactions for purposes of calculating the average charge as all transactions involving federally related mortgage loans for : ( A ) A period of time as determined by the settlement service provider, but not less than 30 calendar days and not more than 6 months ; ( B ) A geographic area as determined by the settlement service provider ; and ( C ) A type of loan as determined by the settlement service provider. ( iii ) A settlement service provider may use an average charge in the same class of transactions for which the charge was calculated. If the settlement service provider uses the average charge for any transaction in the class, the settlement service provider must use the same average charge in every transaction within that class for which a GFE was provided. ( iv ) The use of an average charge is not permitted for any settlement service if the charge for the service is based on the loan amount or property value. For example, an average charge may not be used for transfer taxes, interest charges, reserves or escrow, or any type of insurance, including mortgage insurance, title insurance, or hazard insurance. ( c ) Violations of section 4 of RESPA ( 12 U.S.C. 2603 ). A violation of any of the requirements of this section will be deemed to be a violation of section 4 of RESPA. An inadvertent or technical error in completing the HUD-1 or HUD-1A shall not be deemed a violation of section 4 of RESPA if a revised HUD-1 or HUD-1A is provided in accordance with the requirements of this section within 30 calendar days after settlement. VIOLATIONS OF SECTION 4 OF RESPA ( 12 U.S.C. 2603 ) A violation of any of the requirements of this section will be deemed to be a violation of section 4 of RESPA. In 2008, HUD issued a RESPA Reform Rule ( 73 Fed. Reg. 68204, XXXX XXXX XXXX ) that included substantive and technical changes to the existing RESPA regulations and different implementation dates for various provisions. Substantive changes included a standard Good Faith Estimate ( GFE ) form and a revised HUD-1 Settlement Statement. TechnicaXXXX changes, including streamlined mortgage servicing disclosure language, elimination of outdated escrow account provisions and a provision permitting an average charge to be listed on the GFE and HUD-1 Settlement Statement, took effect on XXXX XXXX XXXX. Key XXXX RESPA Reform Enhancements to the HUD- 1/1A Settlement Statement While the XXXX RESPA Reform Rule did not include any substantive changes to the first page of the HUD-1/1A form, there were changes to the second page of the form to facilitate comparison between the HUD-1/1A and the GFE. Each designated line on the second page of the revised HUD- 1/1A includes a reference to the relevant line from the GFE. With respect to disclosure of no cost loans where no cost refers only to the loan originators fees ( see Section L, subsection 800 of the HUD-1 form ), the amounts shown for the origination charge and the credit or charge for the interest rate chosen should offset, so that the adjusted origination charge is zero. In the case of a no cost loan where no cost encompasses loan originator and third-party fees, all third-party fees must be itemized and listed in the borrowers column on the HUD- 1/1A. These itemized charges must be offset with a negative adjusted origination charge ( Line 803 ) and recorded in the columns. To further facilitate comparability between the forms, the revised HUD-1 includes a third page ( second page of the HUD-1A ) that allows borrowers to compare the loan terms and settlement charges listed on the GFE with the terms and charges listed on the closing statement. The first half of the third page includes a comparison chart that sets forth the settlement charges from the GFE and the settlement charges from the HUD-1 to allow the borrower to easily determine whether the settlement charges exceed the charges stated on the GFE. If any charges at settlement exceed the charges listed on the GFE by more than the permitted tolerances, the loan originator may cure the tolerance violation by reimbursing to the borrower the amount by which the tolerance was exceeded. A borrower will be deemed to have received timely reimbursement if the financial institution delivers or places the payment in the mail within 30 calendar days after settlement. Inadvertent or technical errors on the settlement statement are not deemed to be a violation of Section 4 of RESPA if a revised HUD-1/1A is provided to the borrower within 30 calendar days after settlement. The second half of the third page sets forth the loan terms for the loan received at settlement in a format that reflects the summary of loan terms on the first page of the GFE, but with additional loan related information that would be available at closing. Secure and Fair Enforcement for Mortgage Licensing Act The Secure and Fair Enforcement for Mortgage Licensing Act of 2008 ( SAFE Act ) was enacted on XXXX XXXX XXXX and mandates a nationwide licensing and registration system for residential mortgage loan originators ( MLOs ) The SAFE Act prohibits individuals from engaging in the business of a residential mortgage loan originator without first obtaining and maintaining annually : For individuals who are employees of covered financial institution, registration as a registered mortgage loan originator and a unique identifier ( federal registration ), or For all other individuals, a state license and registration as a state-licensed mortgage loan originator, and a unique identifier ( state licensing/registration ). The SAFE Act requires that federal registration and state licensing and registration be accomplished through the same online registration system, the Nationwide Mortgage Licensing System and Registry ( Registry ). The objectives of the SAFE Act include aggregating and improving the flow of information to and between regulators ; providing increased accountability and tracking of MLOs ; enhancing consumer protections ; supporting anti-fraud measures ; and providing consumers with easily accessible information at no charge regarding the employment history of and publicly adjudicated disciplinary and enforcement actions against MLOs. On XXXX XXXX XXXX, the OCC, Board, FDIC, OTS, NCUA, and FCA ( collectively the Agencies ) published substantively similar regulations implementing the SAFE Act federal registration requirements for the institutions they supervise and the institutions MLO employees ( SAFE Act regulation ). On July 21, 2011, Title X of the Dodd-Frank Wall Street Reform and Consumer Protection Act ( Dodd-Frank Act ) transferred rule-making authority for the SAFE Act from the Agencies to the Consumer Financial Protection Bureau ( CFPB ). On December 19, 2011, the CFPB restated the implementing SAFE Act regulations to 12 CFR 1007 ( 76 Federal Register 78483 ), establishing a new Regulation G, SAFE Mortgage Licensing ActFederal Registration of Residential Mortgage Loan Originators. These examination procedures lay out the background and requirements of the SAFE Act and the SAFE Act regulation concerning federal registration. Mortgage loan originator or MLO means an individual who ( 1 ) takes a residential mortgage loan application and ( 2 ) offers or negotiates terms of a residential mortgage loan for compensation or gain. Registry means the Nationwide Mortgage Licensing System and Registry, or NMLS system, developed and maintained by the Conference of State Bank Supervisors and the American Association of Residential Mortgage Regulators for the state licensing and registration of state- licensed MLOs, and through which federal MLO registrations must be accomplished. Registered mortgage loan originator or registrant means any individual who ( 1 ) meets the MLO definition ; ( 2 ) is an employee of a covered financial institution ; ( 3 ) is registered pursuant to the regulation with the Registry ; and ( 4 ) maintains a unique identifier through the Registry. Residential mortgage loan means any loan primarily for personal, family, or household use that is secured by a mortgage, deed of trust, or other equivalent consensual security interest on a dwelling ( as defined in Section 103 ( v ) of the Truth in Lending Act, 15 U.S.C. Section 1602 ( v ) ) or residential real estate upon which is constructed or intended to be constructed a dwelling ( including manufactured homes ) and includes refinancings, reverse mortgages, home equity lines of credit, and other first and additional lien loans. Unique identifier means a number or other identifier that : ( 1 ) permanently identifies a registered MLO ; ( 2 ) is assigned by protocols established by the Registry and the Bureau to facilitate electronic tracking of MLOs, as well as uniform identification of, and public access to, the employment history of and the publicly adjudicated disciplinary and enforcement actions against MLOs ; and ( 3 ) must not be used for purposes other than those set forth under the SAFE Act. ; TILA, GSE, and HUD Requirements Title XIV, Section 1402 of the Dodd-Frank Act amended the Truth in Lending Act ( TILA ) to require ( 1 ) MLOs to include on all loan documents any unique identifier of the MLO provided by the NMLS, and ( 2 ) the CFPB to issue implementing regulations requiring depository institutions to establish and maintain procedures reasonably designed to assure and monitor compliance with the SAFE Acts federal registration requirements. Illinois Notary Public Act ( Source : P.A. 86-1475 ( 5 ILCS 312/Art. I heading ) ARTICLE I ) to promote, serve, and protect the public interest. XXXX XXXX and XXXX XXXX both work for Illinois Secretary of States Office XXXX XXXX XXXX is employed as the Chief Judge for the Illinois Court of Claims. XXXX XXXX is XXXX XXXX boss. XXXX has donated hundreds of thousand dollars to his campaigns. XXXX has also been CEO of the XXXX XXXX XXXX XXXX XXXX attends XXXX parties, etc. XXXX XXXXe was elected as the XXXX County Recorder of Deeds in XXXX and XXXX. The foregoing is important because the Illinois Secretary of State is responsible of issuing notary licensees and disciplinary actions against. Needless, to say the notaries that work for most of these banks and title agencies are fully aware that, XXXX XXXX Attorney General XXXX XXXX and so many others work for the interest of the banks and XXXX XXXX XXXX. ( 5 ILCS 312/1-104 ) ( from Ch. 102, par. 201-104 ) Sec. 1-104. Notary Public and Notarization Defined. ( a ) The terms " notary public '' and " notary '' are used interchangeably to mean any individual appointed and commissioned to perform notarial acts. ( b ) " Notarization '' means the performance of a notarial act. ( 5 ILCS 312/2-102 ) ( from Ch. 102, par. 202-102 ) Sec. 2-102. Application. Every applicant for appointment and commission as a notary shall complete an application in a format prescribed by the Secretary of State to be filed with the Secretary of State, stating : ( a ) the applicant 's official name, as it appears on his or her current driver 's license or state-issued identification card ; ( b ) the county in which the applicant resides or, if the applicant is a resident of a state bordering Illinois, the county in Illinois in which that person 's principal place of work or principal place of business is located ; ( c ) the applicant 's residence address, as it appears on his or her current driver 's license or state-issued identification card ; ( c-5 ) the applicant 's business address if different than the applicant 's residence address, if performing notarial acts constitutes any portion of the applicant 's job duties ; ( 5 ILCS 312/3-102 ) ( from Ch. 102, par. 203-102 ) Sec. 3-102. Notarial Record ; Residential Real Property Transactions. ( a ) THIS SECTION SHALL APPLY TO EVERY NOTARIAL ACT IN ILLINOIS INVOLVING A DOCUMENT OF CONVEYANCE THAT TRANSFERS OR PURPORTS TO TRANSFER TITLE TO RESIDENTIAL REAL PROPERTY LOCATED IN COOK COUNTY ( b ) As used in this Section, the following terms shall have the meanings ascribed to them : ( 1 ) " Document of Conveyance '' shall mean a written instrument that transfers or purports to transfer title effecting a change in ownership to Residential Real Property. ( 3 ) " Notarial Record '' shall mean the written document created in conformity with this Section by a notary in connection with Documents of Conveyance. SEE THE ATTACHED PDF 'S
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| 03/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Timeline of events : ( Short version ) XX/XX/XXXX : I emailed XXXX XXXX to get started on the pre-approval process See start of loan-1 XX/XX/XXXX : XXXX was notified of us putting {$11000.00} down See start of loan-1 XX/XX/XXXX : Framework Certification completed and emailed to XXXX XXXX question asked about value of home after doing the homebuyers class I learned that you didnt have to PMI if you have 20 % invested into the home through a down payment or sweat equity. Our home needed to appraise at around {$170000.00} to not have PMI.
See Framework Certification : Conditional approval was received and our attorney was emailed to begin the process See XXXX Purchase - Conditional Approval!
: Inquiry was made about getting appraisal scheduled, homebuyers class completed etc, XXXX said the appraisal company would call me and that we would get a copy of the invoice. Told once we heard from appraisal we would get final approval from XXXX in 48 hours See Initial Appraisal Questions XX/XX/XXXX : Asked for any ideas on how to keep the current homeowners insurance policy because it would save us moving from our previous annual rate of XXXX to the re-written rate of XXXX.
See exceptions for homeowners insurance question XX/XX/XXXX : Asked about renewing my homeowners policy instead of re-writing it to save {$410.00} a year, it was never offered to me to waive escrow and put the 20 % down in order to do so. It was even offered to pay the premium in full to keep the lower homeowners premium. I asked for an exception. I was told there was NO WAY they could use the current policy, that it would only be acceptable during a refinance, but truth is it could have been an option if we waived escrow as well.
See Homeowners Insurance XX/XX/XXXX : Still no word from the appraisal company See No word from appraiser XX/XX/XXXX : XXXX XXXX, trainee came out for 15 minute appraisal See First appraisal XX/XX/XXXX : My attorneys office is having trouble getting the title commitment from XXXX XXXX See Title commitment needed XX/XX/XXXX : XXXX needs updates to appraisal report, was originally told the appraisal report would be to us by XX/XX/XXXX.
See updates from appraisal still needed XX/XX/219 : Appraisal made the mistake about sending out a trainee, was told we would get a copy of the invoice. Promised compensation for the appraisal difficulties.
See Appraisals Mistake See Appraiser comes back out compensation promised for lost time XX/XX/XXXX : Concerns about the appraisal arise due to appraisal lacking looking into the actual worth of our home. Appraisal company had to come out twice because a trainee was sent out the first time. My husband lost 1.5 days of work because of this and I lost .5 days. Both times appraisal trainee and appraiser were only at our home for 15 minutes top each time.
XX/XX/XXXX : Corrections to appraisal were still needed, questioned if we could still close on the XXXX or not because I had already taken time off work See Corrections to appraisal needed XX/XX/XXXX : XXXX needing cancelled checks from the beginning of the rent to own contract when a screenshot proved, and after I had asked multiple times about being sure XXXX had everything from me that they needed. There was a {$49.00} fee paid, in this email thread XXXX said she would reimburse for it, she never did. I was still getting stuff for closing together at this point, so there was still no closing documents provided to me. XXXX pushed back to UW after I made a big deal about it due to the multiple times inquiring about any more needed info etc. This is the day I was told by XXXX that I should have final figures for closing the next day at XXXX and that I would have them on XX/XX/XXXX by XXXX. Was told I would have time to ask questions because they just got final approval from UW. Also in this thread was reminded that XXXX hadnt forgotten about the {$300.00} credit, said appraisal was {$600.00} but invoice given me showed {$600.00}. I was personally concerned about closing on the XX/XX/XXXX with so many unknowns one day before closing. Promised reimbursement for bank charges of {$49.00} See UW Screenshot- still no closing paperwork See Final figures by XX/XX/XXXX am See Time to ask questions See Promised reimbursement for bank charges See Advance Fee Agreement XX/XX/XXXX : TODAY IS CLOSING DAY SCHEDULED FOR XXXX XXXX : Emailed at XXXX XXXX asking about closing paperwork, got a message back at XXXX XXXX stating, Im also ordering some sandwiches to be delivered to say thank you to your attorneys and the title closers. And also so you guys can eat for lunch. Typical closings are about 1 hour. But no answer on closing paperwork so I emailed back at XXXX asking again about closing paperwork then got told at XXXX XXXX that, Just spoke with them. Making a small change but looks like you wont need to bring anything to closing!! Dont quote me I want to see the final but looks good. Cash to close was XXXX! so I still did not have an answer on when I was going to get closing paperwork. Was also told I would have paperwork closer to XXXX, was told I would have time to review them.
See Closing papers when will it come See Closing papers by XXXX XXXX XX/XX/XXXX : Noticed I never received a settlement sheet, inquired about the {$100.00} appraisal fee credit that was promised and the {$300.00} credit that was promised.
See Broken Promises XX/XX/XXXX : Received the appraisal invoice for {$600.00}, but XXXX email said the appraisal was {$610.00} and the advanced fee agreement that I signed stated the amount I agreed to pay for the appraisal was {$500.00}, I was never notified of the increase in costs. Was told the reason I didnt see the {$300.00} promised credit was because XXXX was not able to and shes sorry, even though those were promised pre-closing. Received final closing documents.
See Broken Promises See XX/XX/XXXX : Now being told the appraisal was {$600.00}, was told that I could have waived escrow if I had put 20 % down, but this is the first time I was even made aware of that and that was after I had questioned it. She admits that the {$300.00} and the {$49.00} was a bummer and the appraisal is what it is, was told to speak with the customer service team from here on out because I should just be thankful for the exceptions that were made and her pricing me below what she is supposed to do. Email was sent showing how upset I was about being told something and not getting what I was told/promised.
See Post closing questions See upset about lies XX/XX/XXXX : Supposed to have a resolution by Friday concerning the items I had problems with regarding the mortgage. I confirmed with XXXX XXXX on the resolution date and followed up again on Friday at XXXX XXXX when I didnt hear from XXXX concerning the alleged Friday deadline, once again I was told something that didnt happen. I tried to be patient and was told I would hear more on Monday regarding info from the appraisal department and resolutions to my other complaints.
See Resolution now Monday XX/XX/XXXX : I had to reach out because I still hadnt heard anything regarding my concerns from XXXX XXXX. She agreed to write me a check for the promised {$300.00} but nothing else was addressed. I followed up with XXXX on XX/XX/XXXX @ XXXX regarding the rest of the issues I was having and asked for resolution.
See Resolution still needed XX/XX/XXXX : Emailed CFPB on the issue at hand and suggested the following as a resolution Another appraisal- paid by GR to get an accurate assessment of our home at the picking of a non-biased party PMI to be taken off if new appraisal shows home worth gets us to the 20 % mark of having enough equity built up in the home to not need it The difference in increased homeowners insurance cost over the life of the loan due to lack of communication even after questions from myself arose as we will now never be able to get that lower premium back The previous appraisal total to be refunded- as I was given misleading information on how much the appraisal even was so the {$100.00} that the appraisal company took off only brought those costs down to a little over what I agreed to pay per the advanced fee agreement The promised {$300.00} to be refunded to us A copy of my final appraisal report The {$49.00} that was promised There are currently 298 complaints against GR on the CFPB site, something needs to be done about them I need to have information on how to even pay my loan, even after attempts to getting this figured out I still do not have that information.
A copy of the final and updated closing papers as the first time I received them was at the closing table.
According to my research Guaranteed Rate has many violations of the TRID law.
o Violation : The rule requires customers to have in their possession final closing figures on the new Closing Disclosure ( CD ) at least 3 business days prior to closing. An Electronic Closing Disclosure must be e-signed ( not just accepted ) and in-person Closing Disclosures must be wet signed in order to schedule the closing. U.S. Mailed Closing Disclosures must be placed in the mail 6 business days in order to comply with the 3-business review period and schedule the closing. ** After delivering the Closing Disclosure, a new 3 business day review period is required if the consumer changes the loan product or term, if a prepayment penalty is added or if the APR changes by more than XXXX from the previously disclosed APR. Other changes required a new CD to be delivered but do not require a new 3 business day waiting period. ** Never got closing papers until it was time to close that day even after asking multiple times about them.
o Violation : The new Closing Disclosure ( CD ) must include all the identical line items and names of fees that were included in the Loan Estimate ( LE ). These fees are subject to the Changed Circumstance rules under RESPA, but this means that settlement service providers, in particular, must coordinate with lenders to properly identify fees from the start. ** The appraisal fees and lenders fees were not identical, I was to not pay any lenders fees due to my place of employment o Violation : A Revised Loan Estimate ( LE ) can not be issued once the Closing Disclosure ( CD ) is finalized. This means all rate lock activity must be finalized one business day prior to issuing the CD. In the case of U.S. Mail disclosures which go out 6 business days prior to closing, the Revised LE must be delivered to the consumer 7-8 business days prior to closing giving the consumer enough time to accept the disclosures after which the CD can be delivered. ** Never got closing papers until it was time to close that day even after asking multiple times about them and even after things changed.
o Violation : Once the Closing Disclosure ( CD ) is confirmed to be in the hands of the consumer either via signature or U.S. Mail, last minute changes to the CD can be handled between the lender and settlement agent without further delaying the closing. A Revised CD can be created and sent to the closing table for most adjustments and unanticipated costs. However, the lender remains liable for delivery a Final CD with accurate numbers, and retaining that document for the file, even if new information is discovered after closing. ** Am still having trouble getting accurate numbers and we closed on the XX/XX/XXXX.
o Consequences : The Truth In Lending ( TILA ) penalties on lenders who do not comply with the new Loan Estimate ( LE ) and Closing Disclosure ( CD ) rules are severe. An honest error or mistake on the CD comes with a {$5000.00} per day fine. A reckless or careless error ( defined as the lender should have known better or a reasonable lender would not have made the error ) is a {$25000.00} per day fine. A knowing, intentional or ignored error is {>= $1,000,000} per day. ** XXXX was aware that the appraisal fee changed but never conveyed that with me, that is an ignored error XXXX was aware that I was wanting closing documentation and that they need to be given to me 3 days prior to closing so I would have time for questions, again a known error XXXX promised the {$49.00}, and a {$300.00} credit to be placed into the figures of my loan which I trusted that she would do only to find out that it was a bummer that it didnt happen. This is a careless or reckless error.
We are now 9 business days past closing and I still do not have all the paperwork, nor do I know where to pay my loan even after multiple emails have been sent questioning this.
I keep being told that resolution will be one day and then it doesnt happen, I was told that through the process that we will have an answer by a certain day and then never getting the answer by that day. I always had to be the one checking the status of something.
**This information was found on : XXXX XXXX XXXX Problems Promised {$49.00} for reimbursement but never received.
Was told the appraisal was three different amounts, none of which were what I agreed to pay on the advance fee agreement and I was never once notified of an increase in appraisal cost and they did not match up with the actual invoice from the appraisal company.
The appraisal invoice was not received until after closing which is when I realized I paid more for the appraisal then I originally agreed to so all the {$100.00} credit from the appraisal company did was take the fees down to close to the original amount that I agreed to, it did not credit me much if any.
Was told I would get {$300.00} compensation then it was brushed off until I escalated my concerns with XXXX in which she said a check would be mailed on as of XX/XX/XXXX.
Still have not received the final appraisal report The first time I saw closing paperwork was at the closing table even after I inquired on them multiple times, and according to TRID these are to be provided 3 days prior to closing which I see this problem as a known violation of TRID I have a total of 353+ emails to show back and forth and constant problems from everything starting with UW to the appraisal to the closing, nothing about this was fair or easy.
Since I was not offered to waive escrow by putting 20 % down or even given the knowledge base to do so I am now looking at paying an extra {$9900.00} in PMI ( XXXX payments ) and an extra {$12000.00} in homeowners insurance ( the difference of {$410.00} from my previous policy to this current one at {$1400.00} over the course of 30 years ) All the fees included I was manipulated into having to pay at least an extra {$22000.00} over the course of this loan all because of lack of communication and guidance on GRs part as proven by emails.
I feel like GR was being a snake in the water when I was made promises prior to closing that did not come to be true and when I inquired about exceptions or ways to make something work and wasnt given the opportunity.
I believe there were many violations in accordance with the TRID law : o Still no final appraisal report ( supposed to be to me three days prior to closing ) o Closing paperwork was not received as promised and definitely not three days prior for me to ask any questions before closing o Promises were made and not fulfilled o GR took me for granted by not educating me on different laws/options that could have been made available to me even after I inquired and made XXXX aware that I had access to funds if need be.
o GR was extremely unethical when it came to closing this loan and has now created financial hardship that was not needed.
Please let me know if you need further documentation as I have taken extremely good notes and have all my emails saved in its entirety from open to close of this loan.
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| 06/28/2020 |
Yes |
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Regarding our recent application process with Guarantee Rate, pertaining to Loan Application # XXXX, the following is only a small excerpt of the most unprofessional and unethical Mortgage Lending Company, that has experienced multiple, multiple complaints through XXXX, CFBP, and many others, and require an immediate investigation into their current practices.
The mortgage for our home was initially provided by Guarantee Rate, having already been approved through our bank, Guarantee Rate became involved shortly into the purchase process as a result of a referral from our Realtor, due to the fact the Realtor XXXX XXXX with XXXX would receive a referral fee from Guarantee Rate.
The prociess with GR became increasingly confusing and stressfull, and we nearly did not close on XX/XX/XXXX when we bought the home. We were given an interest rate of 4.75 %, and told that in 1 year to return and the interest rate would be lowered through a refinance to considerably less. We were told that FHA required a higher credit score ( my spouse ) than what she currently had and that influenced the interest rate. ( Not a requirement and the credit score was well over 680 ). First untruth.
We attempted a refinance in XX/XX/XXXX, and from the beginning was an even more confusing process, and in the middle of the process, loan officer XXXX XXXX Senior Mortgage Specialist, XXXX : XXXX, XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX XXXX, XXXX XXXX IL XXXX NMLS ID # XXXX experienced many issues and had an emotional breakdown due to too many clients and was overwhelmed. Very unprofessional and unethical during the process and continually stated that " I need to just sign whatever documents I am given, without review, and trust him that it will be done ... don't worry about reading anything and trust me ''. Further stating that all of his clients never read any documents anyway as the process and documentation can change all the time.
When XXXX left, his immediate Manager XXXX XXXX, Senior Director of Sales Consumer Direct Division, XXXX, XXXX O : ( XXXX ) XXXX - C : ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, and XXXX XXXX XXXX, IL XXXX NMLS ID : XXXX had taken over, and immediately told me that XXXX XXXX has had multiple issues and numerous complaints due to be overwhelmed and is taking over, and no commissions would be paid to XXXX and credits would be issued and no cash to close would be required. '' XXXX further stated that if there was any CTC, it would be very little if any at all.
Below are the emails pertaining to the final month with GR before we withdrew our application. There were so many additional issues with this simple refinancing process and I can certainly provide additional correspondence to you. GR are scammers and should not be operating, period. They are deceptive, unprofessional, very unethical and take advantage of those that are unfamiliar with this process. FHA has very specific guidelines and not one of those guidelines were followed.
They claim everything that is done is per law, they can not send my remaining escrow until 90 days by law, etc., but were never able to provide the specific statutes pertaining to these laws.
Please review the following e-mails : NOTICE OF LOAN CHANGE FORM Guaranteed Rate, Inc. NMLS XXXX XXXX Notice of Loan Change Disclosure Rev. XX/XX/XXXX XX/XX/XXXX Loan Number : XXXX Property Address : XXXX XXXX XXXX XXXX, KY XXXX Dear : XXXX XXXX XXXX XXXX You recently applied for residential mortgage financing through Guaranteed Rate, Inc.. The purpose of this Notice is to advise you of a change affecting your loan in process.
The Changed Circumstance ( s ) are : The loan amount has changed from XXXX to XXXX Name of Fee and Amount of Fee being changed Name From To Mortgage Insurance Premium XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX to XXXX, me Hi XXXX, Title will accept a personal check up to $ XXXX so you are good there. We do need to know which account the funds will be coming from along with the previous two months of bank statements to verify those funds. We can do this one of two ways. You can upload two months of statements to the online portal or XXXX can send you a link for AccountCheck. This allows the statements to automatically be pulled from your bank.
Whichever you prefer works for us. Let us know if you have any questions.
Thanks Can they take a credit card? Not really interested in providing bank statements. Only trying to do this in the most simple and efficient way.
Also, are they able to move the escrow as we discussed before XXXX? XXXX I know clearly understood this was an FHA streamline as everyone else knew so not sure why this cant be done.
Please advise on credit card option and on the escrow being able to be transferred as previously discussed.
XXXX XXXX XXXX Unfortunately there is no option to pay closing costs on a credit card, funds would need to be provided in the form of a cashiers check and we need to verify the account with your two most recent bank statements.
If you have any questions please let me know Thank you BEWARE OF CYBER-FRAUD Before wiring any funds, call the intended recipient at a number you know is valid to confirm the instructions - and be very wary of any request to change wire instructions you already received. A Guaranteed Rate employee will never provide nor confirm wire instructions.
Sender 's photo XXXX XXXX Loan Coordinator XXXX XXXX O : ( XXXX ) XXXX - F : ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, and XXXX XXXX XXXX, IL XXXX NMLS ID : XXXX I will discuss this further with my wife. I am not sure why bbn if a certified check or cashier 's check is being provided that bank statements are required.
This entire process has changed so drastically, now with cash to close, additional documents, etc. We will discuss this further an let you know where we will go from here.
XXXX XXXX Please advise if it will be a personal check or cashier 's check? Also, there does not need to be a verification of 2 months of bank statements with this. I will need to pull from other means for this cash to close that has certainly now made this more challenging.
Please advise asap.
XXXX XXXX Hi A personal check will be fine. We will need to have your two most recent, consecutive months of bank statements on file. This is required on all files where there is cash to close.
BEWARE OF CYBER-FRAUD Before wiring any funds, call the intended recipient at a number you know is valid to confirm the instructions - and be very wary of any request to change wire instructions you already received. A Guaranteed Rate employee will never provide nor confirm wire instructions.
Image removed by sender. Sender 's photo XXXX XXXX Loan Coordinator XXXX XXXX O : ( XXXX ) XXXX - F : ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, and XXXX XXXX XXXX, IL XXXX NMLS ID : XXXX Ok. I will be pulling the cash to close from a credit card as this was not expected that there would be CtC. Are you able to move the escrow account funds as well or will this be mailed to us? This is where the CtC is required because what is in escrow now could not be pulled as previously told.
Hi XXXX, If you decide to pull funds from a credit card, we will need additional documentation. Well need to have the credit card transaction history showing the withdrawal taking place as well as order a credit supplement to confirm the new balance and payment on the credit card as this is a liability and affects our debt to income ratio for qualifying purposes.
You will receive the escrow refund check from our servicing department within 3-4 weeks after we disburse funds Thank you BEWARE OF CYBER-FRAUD Before wiring any funds, call the intended recipient at a number you know is valid to confirm the instructions - and be very wary of any request to change wire instructions you already received. A Guaranteed Rate employee will never provide nor confirm wire instructions.
Sender 's photo XXXX XXXX Loan Coordinator XXXX XXXX O : ( XXXX ) XXXX - F : ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, and XXXX XXXX XXXX, IL XXXX NMLS ID : XXXX XXXX, Well, then we will cancel this and go to another provider. XXXX, GR will be hearing from someone with how this entire process was handled. No cash to close was what we were told! So, by having additional documentation required for a small transaction on my credit card in addition to 2 months of bank statements is entirely against everything we were told.
We will pursue this with CFPB and with an attorney and go to another provider. GR has destroyed this process when we trusted in GR to help us through and we selected GR to complete this and GR failed and mislead. XXXX should not continue in this industry or should be terminated and changing this all in the 11th hour is both highly unethical and unprofessional. Not one part of this process that was disclosed in the beginning has held true. Shameful.
This will be communicated further with those at a much higher level with GR.
XXXX, Im very sorry we could not make this work for you. I tried my best to get the cash to close low enough so the escrow refund you would receive in a few weeks would make it a wash. Unfortunately, we are bound by investor guidelines regarding bank statements so I apologize we could not waive that condition. We will go ahead and withdraw your file per your instructions.
Thank you BEWARE OF CYBER-FRAUD Before wiring any funds, call the intended recipient at a number you know is valid to confirm the instructions - and be very wary of any request to change wire instructions you already received. A Guaranteed Rate employee will never provide nor confirm wire instructions.
XXXX XXXX Senior Director of Sales Consumer Direct Division XXXX XXXX O : ( XXXX ) XXXX - C : ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, and XXXX , XXXX, IL XXXX NMLS ID : XXXX XXXX, In addition to the comments below, I reviewed my notes from our initial conversation to which you advised that due to the significant errors and manner in which XXXX handled this, that any commission that XXXX would receive would be removed and applied as credits towards the closing costs and we would not have to bring ANY cash to close as a result. You assured me that you would " take care of it ... '' on your end. So, if that was your commitment to me in that conversation, why has the cash to close not been removed entirely as you stated?
Either credit the CtC entirely and XXXX it out, our as I mentioned, I will submit all of my notes and conversations to the CFPB and I will pursue this legally. The CtC is NOT what we agreed to per our initial conversation. I do hope you recall that conversation. Please advise ASAP.
XXXX XXXX XXXX, Very disappointing. GR has wasted 2 months of my time upon providing me initially with every assurance this would have been completed with NO out of pocket costs by XXXX end. You XXXX, also assured me, as I mentioned in my last email, that there would be no closing costs as you would take all commissions earned by XXXX and apply them to XXXX that out, or would be very little, as a result of XXXX 's incompetence and handling of this very simple process.
I have never been treated with so little respect and professionalism ever. It is very evident that GR is attempting to recover some costs due to XXXX 's failure, at my expense. I remain unclear as to how we can go from receiving a {$4.00} refund in closing costs, to {$1300.00} to {$2500.00}, when there is a $ XXXX credit applied for our PMI, and nearly {$1900.00} in escrow that we were told would be applied directly or made part of the mortgage. There has been no transparency in this process.
I trust that someone in your CustomerCare will review this including your Leadership Team with the hope that additional questions will be asked of you, XXXX, and this team, as to why this failed in every facet. I encourage them to review this carefully.
If you have now advised this can not be done, which is what I understand from your response and NOT at my direction to discontinue, then we will proceed elsewhere and again, pursue this further.
XXXX XXXX ( XXXX ) XXXX Additional information is readily available. Guarantee Rate requires an immediate investigation. There are MULTIPLE complaints on GR, and NO accountability. It took 60 days to obtain the remaining escrow balance of {$130.00} as they said they are required by law to keep it, when the mortgage with GR was paid out by our new lender on XX/XX/XXXX.
Please contact me should you require additional information. Thank you very much.
XXXX and XXXX XXXX XXXX, KY
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| 07/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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We have been working to close a refinance with XXXX/Guaranteed Rate since XX/XX/XXXX. Over the course of the last 7 months, XXXX/Guaranteed Rate has conducted itself in bad faith not honor refinance terms/close the loan in what can only be best described as a fishing expedition since the loan is clearly unfavorable to their business. They are currently under obligation to honor a $ XXXX loan@ 2.625 % - 30 yr fixed rate with no lender cost and currently has XXXX pts attached to the loan.
During this time, our original loan agent has threatened us with removal of loan terms or loan cancellation altogether on three separate occasions. Since, XX/XX/XXXX, XXXX/Guaranteed Rate has claimed delay for the loan/potential denial of the loan on the following reasons : Outstanding HELOC balance that doesn't exist and hasn't existed since XX/XX/XXXX, which was at their request and a new term for the loan from Guaranteed Rate and not with the originator of the loan, XXXX ; XXXX XXXX XXXX that were contracted as " paid with cash '' but were considered by XXXX/Guaranteed rate as a lien against the house despite no credit evidence or contracts stating so ; " Permitting issues '' with the XXXX XXXX XXXX which never existed ; and most recently, that the traceable gift money used to pay off the HELOC Account will not be accepted by underwriting in addition to a draw on the loan on XX/XX/XXXX and XX/XX/XXXX of XXXX.
Please see the numerous emails attached as evidence as well as the documented timeline of issues below.
All events occur in the year XXXX.
XX/XX/XXXX XXXX contact XXXX regarding finance for a $ XXXX XXXX 2.625 % with XXXX points and {$11000.00} closing costs XX/XX/XXXX XXXX Authorization agreement is signed with our loan office XXXX XXXX XX/XX/XXXX Loan submitted by XXXX XXXX for procession XX/XX/XXXX & XXXX HELOC Loan balance of {$53000.00} was paid in full at request of XXXX. XXXX also confirmed to keep the HELOC open and it would be closed at the time of the Loan Closing XX/XX/XXXX Home Appraisal issue raised to XXXX XXXX.
Appraiser mis-measured the square footage of the house by 126 square feet which equated to $ XXXX of value from property Additionally, Appraiser used inappropriate comparison houses to determine value RESULT : We did not meet the loan to value ratio and our terms were to updated to 2.625 % at .875 point with closing costs of {$13000.00} When we challenged the appraisal, our loan officer XXXX XXXX threaten us with a completely new loan at current market rates and new closing costs if we did not accept the appraisal as is and wanted to challenge it within the company We accepted not to lose our current pricing and rate knowing its value over the lifetime of the loan XX/XX/XXXX Notified by XXXX XXXX that Guaranteed Rate would be procuring XXXX and that all loans would be restarted under Guaranteed Rate XX/XX/XXXX Guaranteed Rate closes on XXXX XX/XX/XXXX Guaranteed Rate emails welcome letter XX/XX/XXXX eConsent signed for loan with Guaranteed Rate which was honor all XXXX terms and conditions according to our loan agent, XXXX XXXX XX/XX/XXXX XXXX request update on status of restarting the loan XXXX XXXX Guaranteed Rate sends ID verification which is completed that day XX/XX/XXXX Guaranteed Rate sends erroneous email concerning our application as being incomplete and untouched for several week by us, the applicants. We reach out to confirm issue and are told it is erroneous and ignore XX/XX/XXXX XXXX request update on status of loan. No response from our loan agent or any agent of Guaranteed Rate XX/XX/XXXX Guaranteed Rate asks for us to reupload our XXXX & XXXX tax returns. XXXX confirm both are already in the XXXX portal from previous requests.
XX/XX/XXXX Guaranteed Rate, again, sends erroneous email concerning our application as being incomplete and untouched for several week by us, the applications. We confirm that we can ignore and ask for an update. XXXX XXXX confirms that we are running behind. There should be an update by end of this week or Monday at the most.
XX/XX/XXXX XXXX request update on status of loan for 3rd time. New processor is assigned, XXXX XXXX. We asked XXXX for an update to which more information from underwriting was requested and submitted that day.
XX/XX/XXXX Guaranteed Rate confirms Loan was submitted to underwriting. 48 hours update on progress of underwriting quoted XX/XX/XXXX 1st request from underwriting for HELOC paid-in-full and confirmation of {$0.00} balance requested. XXXX submit requested paperwork that day.
XX/XX/XXXX The following requests come from Underwriting : XXXX balance demand letter from XXXX XXXX re : HELOC ; XXXX request for Replacement Lost Estimator ; Request to XXXX XXXX XXXX XXXX re : permission for credit supplemental on a closed account ( closed for several years ). All paperwork requests are completed that day.
XX/XX/XXXX Closing disclosure Signed XX/XX/XXXX New Appraisal received revealing a $ XXXX increase in total value from the appraisal filed in XXXX.
Appraisal included the correct square footage including the square feet that were missed in the XXXX appraisal and the comparisons were proper XXXX inquired on whether the original terms would set before the clearly erroneous first appraisal that resulted in us being threatened into new terms XX/XX/XXXX - XXXX XXXX threaten us that if we did not drop the appraisal objection, Guaranteed Rate would cancel the loan. They are looking for any excuse to cancel this loan. They are looking to cancel loans like this for any reason.
We reluctantly gave permission to continue forward in order to prevent the loan from being cancelled as per the threat XX/XX/XXXX Guaranteed Rate AGAIN requests proof of payment for the HELOC loan and XXXX balance despite documentation submitted twice before in addition to a Zero Demand letter being issued by Third Federal Documents are reuploaded that day as requests XX/XX/XXXX XXXX request update on status of loan for 4th time. XXXX XXXX confirms he would get back to us XX/XX/XXXX XXXX request update on status of loan for 5th time. No response from Guaranteed Rate or XXXX XXXX XX/XX/XXXX XXXX request update on status of loan for 6th time. Guaranteed Rate claims they are waiting on an internal response and will get back to us XX/XX/XXXX Guaranteed Rate begins to inquire about the ownership status of the XXXX XXXX XXXX installed in XX/XX/XXXX XXXX XXXX threatens us a third time saying that the loan will not be honored due to permitting issues with the solar panels in additional to there being a lien against the house due to the solar panels. XXXX nor anyone connected to underwriting ever explains what permitting issues means.
We alerted to XXXX that no such issues exisedt nor did any one from Guaranteed Rate pull the permits when confirmed with the Permits Department at XXXX XXXX so no issues exist that could block this loan ( the permits are approved ) We also sent documentation showing that the panels were contracted for payment in cash and that no funding or lease agreement had been contracted with XXXX. Additionally, there was no trace of any new loans or credit being leveraged to pay for the panels Lastly, we alerted the reason the XXXX account had not been settled is because in the state of California, contracted work can not be billed unless finished. The installation was NOT finished due to issues on XXXX end and that is why the invoice had not be issued or resolved. XXXX confirms from Guaranteed Rate this is what is holding up the loan now.
XX/XX/XXXX XXXX contact customer care at Guaranteed Rate and escalate the issue to their director of Customer service, XXXX XXXX.
Emails were sent outlining all the issues including notifying them that XXXX XXXX has threatened the terms of the loan and the overall status of the loan on three separate occasions.
This is when we were first made aware that the rate was expiring soon though no one would confirm XX/XX/XXXX XXXX received first confirmation from Guaranteed Rate that the current terms and rate was set to expire in 6 calendar days We received our first call with XXXX XXXX, Direct Manager at Guaranteed Rate and XXXX XXXX direct manager We agreed to pay the XXXX XXXX Balance in Cash or provide an escrow account for the amount due in order to satisfy Underwriting XXXX, a processor contacts us again, requested HELOC paperwork showing {$0.00} balance. Paperwork is submitted yet again that day XX/XX/XXXX XXXX confirms 20 calendar day rate extension. Underwriting demands that proof of payment for XXXX is the only acceptable resolution to the issue.
XX/XX/XXXX XXXX XXXX panels are paid in full as underwriting requests Upload of paper trail to prove payment and source of funds is uploaded to XXXX portal XX/XX/XXXX XXXX Paid-In-Full Invoice uploaded to XXXX portal and the XXXX issue is confirmed RESOLVED XX/XX/XXXX Request for Update. XXXX XXXX says that the missing HELOC paperwork is still an issue. We make him aware that the paperwork has always resided on Guaranteed Rates end and that weve already complied with the third request dated XX/XX/XXXX We are made aware that XXXX was no longer with company due to our issue and issues related to other accounts XX/XX/XXXX XXXX demand a response on the status of the loan. Guranteed Rate still claims that HELOC balance is still and issue despite all paperwork submitted MULTIPLE times XXXX XXXX alerts us that he is stepping down as a manager and the Evolve is refusing to close the loan XXXX informs us that in order to honor the loan as obligated, they will be transferring it back to XXXX and assigning a new loan officer since XXXX XXXX had been let go. XXXX XXXX was our new point of contact XXXX confirm via email that XXXX would be honoring the same rate and terms as well as pursuing an attempt at discounting the pricing due to the numerous customer service and legal skirting issues outline above We have XXXX confirm that they will keep open the Guaranteed Rate Loan in case that can close sooner than the new, restarted XXXX in an effort to close as quickly as possible given the extreme delays. We agree to move forward.
XX/XX/XXXX XXXX XXXX requests permission to pull credit for the new loan paperwork. Credit is pulled XX/XX/XXXX XXXX XXXX attempts to have us sign paperwork reflecting currently rates, pricing, and terms and not our agreed upon terms since XX/XX/XXXX.
XXXX states via email that the terms will be adjusted properly once the pricing team returns from the holiday despite the Guaranteed Rate expiration of the rate occurring in 5 calendar days We ask what the consequences of would be not signing and that this feels like a trap XX/XX/XXXX XXXX calls and confirms that Guaranteed Rate will be keeping the loan as they can and are able to work to close. The rate is extended for another 20 days. XXXX paperwork and restart is abandoned.
XX/XX/XXXX New Sr. Processer, XXXX XXXX, requests additional paperwork from underwriting : XXXX and XXXX statements for XXXX checking and savings account ; confirmation that we have $ XXXX of total available funds ; If no confirmation, then proof in other liquid assets ( IRA , retirement, brokage accounts etc ) to cover the difference ; the complete XXXX tax return ( I believe now this is the fourth or fifth time ) ; explanation for a check # XXXX from checking account to proof its not newly obtained debt ; and source for all funds of the HELOC payoff All requested paperwork is submitted including proof that XXXX of liquid assets in only 2 of our brokage and IRA accounts ( we have close to 5 or 6 total ) are available as liquid assets We confirm that check # XXXX is for XXXX bills paid out to XXXX XXXX , the spouse of XXXX XXXX and applicant We confirmed that the money was gifted to us by our parents and then used to pay off the HELOC. A letter from our parents outlining the gifts and confirming that they are not debt nor asked to be repaid as per standard, legal practice concerning gift money to help shore up refinances/mortgages. We also uploaded the checks showing the source of the gifts came from our parents as per the letter.
XXXX called later that evening to announcement that underwriting will be denying the loan due to the gifted money used to close the HELOC balance in XXXX despite having proof it was a legal gift and not a newly obtained loan. He also cited that underwriting was also not approving the loan because there was a draw on the loan in XXXX and XXXX of XXXX.
XXXX request escalation to a manager the VP of Loans who is supposedly looking after our file. XXXX submit complaint to CFPB
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| 04/20/2022 |
Yes |
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- Trouble during payment process
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Complaint on Mortgage company : Guaranteed Rate Mail Stop XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, IL XXXX From : XXXX and XXXX XXXX XXXX XXXX XXXX XXXX
XXXX XXXX, Nc XXXX Mortgage Loan Number : XXXX I am writing this with much thought and I am hoping someone would be able to assist me. We are at the point where we have no other option than to seek legal counsel at this point. I have done my due diligence and then some to fix this issue. It is still not resolved. I found out on XX/XX/XXXX as to the true reason this issue has not been fixed. I was told that our account is on hold due to our loan being sold to another lender or servicing company. It's now been 71 days and still, nothing has changed.
RESPA 12 C.F.R. 1024.35 This is what I sent my Mortgage Company today : this is the 2nd service error letter i have mailed out to them.
I am writing to request a correction be made immediately of the error we contacted you about back in XXXX describing the below in regard to the mortgage on my property at XXXX XXXX XXXX. XXXX XXXX Nc XXXXYour have made a mistake during the process of estimating our property taxes for the next year, which has in turn caused our monthly mortgage payment to increase to a payment amount that we did not agree to nor can we afford. We can not afford to pay over {$300.00} more!!!!!!!!!!!
2nd letter of Escrow Errors : I mailed a certified letter to your servicing Co. to the address listed for correspondence. We were sent a letter from Guaranteed Rate labeled Escrow Account Projection for the coming year. While reviewing this letter we saw that it states that last year our anticipated payments from our escrow account would equal {$3200.00} and this is not a correct reflection of our taxes needed in our escrow account.
We contacted the XXXX XXXX tax department and obtained the current property record card, Deed, and Plat. With a statement from our county tax officer stating our bill without any tax increase in XX/XX/XXXX will be {$1500.00} based on the tax value of {$200000.00} which is reflected on your Property Record Card. I emailed and mailed all of this information to you by certified mail back in XXXX. You have not received a letter from them about a past bill or anything that has not been paid. It shows clearly through our deed and other items that the property was taxed in the amount of {$1500.00} was paid by your servicing company on XX/XX/XXXX.
We see that we are being charged a total of {$3200.00} for our escrow due to a mistake being made on your end and that this has affected our mortgage payment monthly by {$300.00} + of an increase in our monthly payment. Agian i have voiced that we can not pay this. You are putting our family in a horrible nightmare financial situation. This should have been taken care of in a reasonable amount of time. You askin for 15 more days I reject.
We are already dealing with anxiety from inflation of gas and food pricing and now we have this added to the anxiety of our home and family. I believe you have broken the law in the course of doing business with me, under RESPA. Particularly Section 1XXXX of the Real Estate Settlement Procedures Act which is there to provide me protection as a borrower with an escrow account. My lender is supposed to stay in compliance with RESPA, they can not keep more than 1/6 of my annual property tax and insurance payment as a cushion in my escrow account at any one time. Each month the lender may require a borrower to pay into the escrow account no more than 1/12 of the total of all disbursements payable during the year, plus an amount necessary to pay for any shortage in the account. Of which there is none. In addition, the lender may require a cushion, not to exceed an amount equal to 1/6 of the total disbursements for the year. The lender must perform an escrow account analysis of which you have done once during the year and notify borrowers of any shortage. Any excess of {$50.00} or more must be returned to me as soon as possible.
I have done my due diligence and then some to fix this issue. It is still not resolved. I found out on XX/XX/XXXX as to the reason this issue has not been fixed. I was told that our account is on hold due to our loan being sold to another lender or servicing company. It's now been 71 days since and still, nothing has changed. We are still overpaying what we are supposed to be into our escrow account. We now have overpaid as of XXXX over $ XXXX than what our escrow account is required to have by federal law.
Correspondence : We received a letter on XXXX stating our projected escrow account from XX/XX/XXXX to XX/XX/XXXX had doubled due to our taxes. This is the reason for the increase in our monthly payment by approximately over $ XXXX a month.
I called them on XX/XX/XXXX and was told that I would need to mail in proof and documentation about our taxes and that you were opening up an request to have this addressed that day for us. I called the XXXX XXXX tax that same day and they sent me everything I needed to prove that our taxes were not the amount Guranteed Rate was projecting. I contacted the County tax department and they said everything is current and correct and that they do not understand why you have made this mistake. I am not supposed to send them a tax bill since it is sent directly to my mortgage servicer which is you. I mailed a certified letter on XX/XX/XXXX, as well as emailed this to you.
We received a letter on XX/XX/XXXX stating that their records indicate that our property is currently undivided and listed by the tax authority as to be apportioned ( TBA ). And stated that without a tax bill, we can not assume any loss should the tax bill become delinquent. Apportionment in Real Estate.
To be apportioned means that a portion of property taxes that are earned by local government before closing, but not yet paid because it is not yet due, will be paid by the seller in the form of a credit against the purchase price. We contacted the XXXX XXXX tax department and obtained the current property record card, Deed, and Plat. With a statement from our county tax officer stating our bill without any tax increase in XX/XX/XXXX will be {$1500.00} based on the tax value of {$200000.00} which is reflected on your Property Record Card. I emailed and mailed all of this information to you by certified mail back in XXXX. You have not received a letter from them about a past bill or anything that has not been paid. It shows clearly through our deed and other items that the property was taxed in the amount of {$1500.00} was paid by your servicing company on XX/XX/XXXX.
The letter proceeded to state that any loss of discount or penalties incurred will be paid from our escrow account.
I am not supposed to send you a tax bill since it is sent directly to you mortgage servicer by the county tax office. However, I had already contacted our county tax department and they did not and have not sent you a tax bill other than the ones you have already paid for XXXX and they do not have anything of the sort listed for our property. There is no issue about our taxes at all and they are not sure where Guaranteed rate has messed up but, it is not on their end.
We received a letter on XXXX stating that they received our inquiry ( I'm guessing by the one I sent by certified mail ) and that they are reviewing our account. This is something that they were already supposed to be looking into at this point and taking care of.
We received another letter on XX/XX/XXXX that stated they received our inquiry for our property taxes and have reviewed our account and that all changes and adjustments have been completed. That was a lie!! They have not been completed.
Then we received another letter on XX/XX/XXXX stating that they are advising us that they will need an additional 15 days to respond to our inquiry regarding our property because they have not completed their investigation of the error and that they will respond no later than XXXX.
I have called every single week since this began and have been told a new analysis is being run and that they will fix it. They have told me to call back 2 days, then 4 days but every time I call they tell me that it's being taken care of but, we have been paying an extra {$300.00} for escrow every month since.
I called you on XX/XX/XXXX and was told that they still have not fixed this issue and that the reason was that our account has been adjusted and taken care of is because it is in the process of being sold since XXXX and that this was the cause for the delay.
We are a 1 income family. I have spent hours and hours out of my time addressing this and I am tired. This is just ridiculous.
We have contacted CSPB as well as other state and federal agencies we were referred to. I have kept all documentation as well as what days and times I have called you, our conversations about this issue and you have multiple times told me that you are placing a rush on it ( each person is unaware of how to even help me ) over the phone.
We are requesting that you seek to correct this error asap to reflect our actual tax bill for the years of XXXX, XXXX and XXXX. It should reflect the escrow deduction to be {$1500.00} for property taxes and that you issue us a refund for the additional overcharged amount to us immediately. As well has make sure our account is in proper order to reflect our 2022 monthly deduction into escrow for the correct amount.
Sincerely, XXXX and XXXX XXXX XXXX XXXX XXXX- XXXX
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| 10/07/2022 |
Yes |
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Web |
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Where to begin Guaranteed Rate, Guaranteed Nightmare!!! My problem with Guaranteed Rate ( XXXX XXXX XXXX XXXX, XXXX, NC ) began a few weeks into my loan process. As a first time home buyer, I knew the process wasnt going to be a breeze, but I never thought it would be a nightmare, which continued weeks after closing on our very first home.
Throughout the loan process, there was a lack of communication amongst the mortgage consultants, VP, and others involved in my loan process at Guaranteed Rate. These individuals include VP/Branch Manager XXXX XXXX XXXX VP XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX Documents were requested, and received in a timely manner ( before requested deadline ), and I would constantly receive emails/calls asking for the documents. Once I stated documents were sent to the individual requesting them, they mysteriously located said documents this went on back and forth for weeks and weeks. Lack of communication.
I understand that I changed jobs throughout the loan process from a XXXX XXXX into XXXX XXXX, a job with a greater income, and this information was discussed prior to the change of employment with the XXXX XXXX, who even stated he would play around with the numbers to ensure financially I would be approved. He stated it would be no problem.
I received a conditionally approved notification on XX/XX/XXXX. Shortly after, I spoke with a XXXX XXXX who stated that underwriting needed a few more documents to proceed to the clear to close status. These documents were submitted right away. The last document underwriting stated they needed, were statements for credit cards / loan balances that I needed to pay off in order to process my loan. I was specifically told by XXXX XXXX that these balances would be included in the cash to close, and the lawyer would write checks to XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX. The debt totaled {$3200.00}. ( Copies of the emails regarding the statements and balances sent to XXXX XXXX are available if needed ). After sending these emails, I spoke with the XXXX XXXX again, who stated these balances would be included in the XXXX and paid off at signing by the attorneys office.
A few weeks went by, and I checked my credit card / loan accounts and noticed there was no activity. The credit cards/ loans were NOT paid off. I immediately contacted the lawyers office who handled the signing of documents ( XXXX XXXX XXXX XXXX of XXXX XXXX, NC ) and I spoke with XXXX XXXX, the paralegal who handled the signing of documents. XXXX stated that she had no knowledge of debt to be paid off, and stated the office does not mail checks to pay off debt. ( XXXX contact information is XXXX to confirm above ). I immediately contacted XXXX XXXX XXXX, and unsurprisingly, I was unable to get in contact with him, so I called XXXX XXXX. I told XXXX XXXX XXXX, who sounded very shocked as XXXX was the mortgage consultant who requested and received my debt statements, and stated the debt would be included in the closing and checks will be mailed by the lawyers office. I informed XXXX that the lawyers office has no knowledge of debt to be paid, and that XXXX stated the debt was not on the XXXX. XXXX then stated the lawyers office has the funds, and needs to send the checks. XXXX stated she would contact XXXX, and would let me know ASAP. I contacted XXXX about this matter on Friday, XX/XX/XXXX at XXXX pm. I received a call in the afternoon of XX/XX/XXXX from XXXX XXXX. 5 days later!!! I didnt expect a call on the weekend of course. XXXX stated the debt was not paid, and my cash to close should have been XXXX. I asked XXXX who made the mistake, and unsurprisingly, XXXX had no response. According to XXXX XXXX, the debt was on the XXXX, but not in the right spot. And whos fault is this? Why should I have gotten a sense of financial relief thinking I paid off my debt, when all along a simple mistake made by Guaranteed Rate made this sense of financial relief not true!! This company has been hiding behind mistake after mistake and lack of communication throughout the entire loan process.
XXXX XXXX was advised by my realtor XXXX XXXX that her client ( me ) had no issue getting gift funds if needed. XXXX took it upon himself to delay closing to find out 100 % if gift funds were needed without even consulting me, even after XXXX XXXX strongly encouraged him to consult with me. Needles to say, I got gift funds less than XXXX hours after XXXX XXXX requested I do so. After receiving gift funds of {$6000.00}, which was wired to the lawyers office, I was instructed to bring a check in the exact amount of {$5600.00}. This amount and instructions for the certified check was provided by VP XXXX XXXX on the day of closing. ( I have a copy of this message if needed ).
I was advised by XXXX XXXX that XXXX XXXX would call and put blame on my fianc and I for not submitting documents, when documents were sitting unread in the mortgage consultants inbox/ Again, here is where the lack of communication amongst Guaranteed Rate would occur. A week after closing, XXXX XXXX sent a message to XXXX XXXX stating XXXX didnt even need the gift money after all. Now that Guaranteed Rate failed to balance my CD correctly, gift funds were not needed.. ( I have a copy of this message if needed ).
VP XXXX XXXX also sent a message 2 days prior to closing stating Good morning its XXXX XXXX, Spoke with XXXX and she is working with the underwriter to get your loan clear to close. She shouldve been in contact with you this morning I did speak with her. Thank you for signing the initial closing disclosure on Saturday. It did not have the payoffs for the items the underwriter asked to be paid off, they will be on the final closing disclosure that we received from the attorney. Please if you do not understand anything in this text message. Please give me a call.
Thanks, XXXX XXXX I have a copy of this message if needed ) Closing was delayed for a week by the way, as XXXX was on vacation, XXXX XXXX disappeared for a few days, and I was unable to get in contact with anyone near the scheduled closing date. XXXX XXXX called after he reappeared and wanted to apologize for the lack of communication, and stated that he gave the tasks to others to complete as he was away, however the tasks never got done. ( I have cell phone records of the numerous unanswered calls if needed ) After closing on our first home, we continued budgeting as we all know buying a house is a major expense. In our minds, our loans/ debt were paid off ( according to Guaranteed Rate ) so we believed that we had a little extra money in our accounts to purchase items for our new home, such as missing appliances, furniture, necessity items, etc. Little did I know these loans/ debt were not paid off, so now we are stuck wondering what to do next. Had we known this, these purchases would have been made at a later time. I will say that this mistake made by Guaranteed Rate has caused us financial stress after closing, as we believed our mortgage payment was all we had to worry about. After all, if your lender tells you something, you should trust and believe them correct? We strongly feel Guaranteed Rate is responsible for this mistake, and encourage/advise them to not hide behind the wall this time. Had Guaranteed Rate not made this mistake, we would not be going through this disaster.
To top things off, the Branch Manager/VP, XXXX XXXX XXXX XXXX will say however this deal has been a complete disaster from day one. To hear these words coming from the Branch Manager/VP himself is very disturbing and has caused extreme emotional distress to my fianc and I, as first time home buyers.
On Guaranteed Rates webpage, right underneath the photograph and title of XXXX XXXX XXXX is XXXX XXXX personal mission statement. I say personal mission statement because the statement includes the following pronouns I, my, me The mission statement states As your trusted Guaranteed Rate Loan XXXX, my goal is to simplify the mortgage process, make your home loan experience easy to navigate and be available to you from application to closing. I take pride in thoroughly educating my customers throughout the mortgage transaction, so they fully understand their options and feel comfortable with their chosen loan program. Whether you are a first time home buyer or seasoned owner, you can trust me and my team with all of your home financing needs. Please reach out anytime using the contact information located on this page and use this website as a resource as you start your home financing journey.
My fianc and I trusted him and his team with all of our home financing needs, which has turned into a complete disaster / nightmare.
As eager as I am to publicly share my horrible home buying experience with the news media and others, as a business man, I have refrained from doing so for now, as I know how negative reviews can affect a business and its employees. I have attempted to contact Guaranteed Rate to resolve the issue, however I have been unsuccessful making contact. I have contacted the corporate office in XXXX Illinois, and I am very well prepared to escalate the matter further if no resolution arises. I am hoping for a resolution sooner than later. Thanks for making my first home purchase a nightmare.
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| 03/25/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Guaranteed Rate has made fraudulent, reckless, and negligent misrepresentations during an application for a mortgage, and its unfair methods and deceptive practices in handling the application for a mortgage has caused financial damages and inability to secure a mortgage on a property.
On XX/XX/2018, we reached out to Guaranteed Rate regarding obtaining a mortgage for the transfer of title on the Property. The next day, we texted XXXX XXXX of Guaranteed Rate inquiring about obtaining a mortgage and the process by which we apply for a mortgage. We informed Guaranteed Rate that we wanted to do a cash-out refinance and XXXX XXXX texted Back that we should do this form of refinance.
On XX/XX/2018, XXXX XXXX of Guaranteed Rate again us informing us that the best way to proceed with the transaction would be " as a second home cash-out refinance '' and that it would be " [ v ] ery uncomplicated that way. '' After we asked XXXX XXXX to include another person on the texts, he stated he will and to text the person " you want to apply as a second home refinance ; cash-out. '' On XX/XX/2018, we texted XXXX XXXX of Guaranteed Rate inquiring about the " options for locking in a rate '' and where he " can see [ the ] current rates. '' XXXX XXXX did not respond. He delayed for several days and did not provide any rates or information. He eventually responded, in an indirect manner, texting to us that " we can price [ out ] all of the loan options... and go over credits from me against costs. '' XXXX XXXX, however, never once did this, after we continually asked him for rates.
Guaranteed Rate by this point had laid its bait for the its bait and switch tactic.
On XX/XX/2018, we submitted the necessary loan application materials per Guaranteed Rate 's instruction for " non-binding and no cost. '' XXXX XXXX received an email notification of the completion of the submission on this day. XXXX XXXX of Guaranteed Rate copied the other person to the texts on XX/XX/2018.
On the following day, XX/XX/2018, we informed XXXX XXXX of Guaranteed Rate via text that the necessary application was completed online per your instruction. We texted Guaranteed Rate for rates to lock in and asked Guaranteed Rate to send the Good Faith Estimate, as required by CFPB regulations, namely 12 CFR 1024.7. Guaranteed Rate refused to provide rates or any information. XXXX XXXX stated in response " [ w ] e will be checking over the on-line applications and financial back-up documents tomorrow! '' Guaranteed Rate never responded regarding the application, rates, or with the loan options or the credits.
We then texted XXXX XXXX of Guaranteed Rate three days later, XX/XX/2018, inquiring " do you have everything you need '' and what are the next steps. XXXX of Guaranteed Rate then said she was working on the file that day and would let the us know if Guaranteed Rate needs anything. XXXX sent a confusing email that day asking about documents from a completely different party, and then apologized due to working on multiple At this time, on XX/XX/2018, it was many days past the three days after we submitted the application on XX/XX/2018, and Guaranteed Rate had provided no information on its rates, credits, closing costs, or " Guaranteed '' and " locked '' rates, let alone a Good Faith Estimate, in violation of at least CFPB regulations. This is true despite us expressly requesting Guaranteed Rate to provide a rates and information including a Good Faith Estimate. Guaranteed Rate did not price out the loan options or go over credits, as it expressly represented.
On XX/XX/2018, after not hearing anything for several days, we again followed up with Guaranteed Rate. We inquired whether XXXX XXXX and Guaranteed Rate needed anything else, as it had been nearly two weeks and no information on the application had been provided. Guaranteed Rate again delayed and responded that it was working on the file today and that it had everything.
We then again inquired about how we see and lock-in rates and the process for locking in rates, costs, etc. XXXX XXXX and Guaranteed rate refused to respond and did not provide rates or costs. Guaranteed Rate didn't answer the question, and XXXX XXXX of Guaranteed Rate responded on XX/XX/2018 that " [ w ] e are working on putting your file together and working out the debt to income rations for adding [ the wrong party ] to the property and both of you signing for the new cash-out mortgage loan. '' We then informed Guaranteed Rate that it was working on the wrong file for the wrong person.
We followed up asking, again " at what point are [ you ] able to lock in rates if we wish. '' Guaranteed Rate and XXXX XXXX did not respond.
We then followed up stating we " need to see a GFE per CFPB regs '' and need to have idea of rates and everything before signing or moving forward.
After several misrepresentations and deceptive acts and failures to respond, Guaranteed Rate then provided, for the first time, a rate and estimate of costs. The rate and estimate of costs do not comply with Consumer Financial Protection Bureau regulations. The delayed rates Guaranteed quoted were " 30 year fixed rate 4.375 % - 0 points ; {$840.00} ; monthly for principal and interest. No credit from me against costs '' or 4.500 % - 0 points ; $ XXXXmonthly for principal and interest. {$960.00} credit from me to you against the refinance costs. '' Guaranteed Rate stated that the offer for the 4.500 % " is subject to market volatility until your lock in your new mortgage loan interest rate. '' Guaranteed rate did not place any contingencies on the 4.375 % rate offer. We immediately accepted the 4.375 % offer and lock in rate with the costs Guaranteed Rate quoted, providing XXXX of Guaranteed Rate with credit card for the application based on this locked in rate. XXXX of Guaranteed Rate confirmed she received, and was only authorized to charge for a 4.375 % rate loan. We then signed documents, including the Uniform Residential Loan Application signed and prepared by Guaranteed Rate, showing a 4.375 % rate for refinance.
After XXXX XXXX and Guaranteed Rate laid the bait, stalled, delayed, dodged questions, and worked on the wrong file, the market unsurprisingly dropped 35 basis points. XXXX XXXX and Guaranteed Rate had perfected its fraudulent switch in its bait and switch tactic.
XXXX XXXX and Guaranteed Rate then attempted to renege on the 4.375 % rate offer. XXXX XXXX and Guaranteed Rate offer a new higher 4.500 % rate and ambiguously stated he and Guaranteed Rate would " reduce the credit accordingly. '' We then inquired what XXXX XXXX meant by " reduce the credit accordingly '' and inquired about how Guaranteed Rate would compensate us for its conduct. We also informed XXXX XXXX and Guaranteed Rate of its violations in not providing a good faith estimate, costs, rates, or anything.
Being caught, Guaranteed Rate and XXXX XXXX then attempted another fraudulent and deceptive tactic to renege and tried to place blame on us. Guaranteed Rate first stated that the loan application that we submitted back on XX/XX/2018 was marked as a no cash-out. This was a false and fraudulent statement in an attempt to get us to move forward with the 4.5 % offer. Guaranteed Rate made this fraudulent and deceptive accusation after it and XXXX XXXX had discussed at length via text and phone the nature of the transaction as a cash-out refinance. XXXX XXXX and Guaranteed Rate made this accusation after they stated they had received and reviewed the application several times over the course of weeks. Moreover, Guaranteed Rate 's application process does not have any questions on whether the mortgage is cash-out versus no-cash out, and the Residential Loan Application signed by XXXX XXXX and us likewise does not distinguish between a cash-out and no-cash out.
To add insult to injury, after XXXX XXXX and Guaranteed Rate represented that they would provide the loan application submitted online by us, and we requested it, they made the remark that " I would think that the client would have printed out a copy of what they completed themselves, online. '' Again, XXXX XXXX and Guaranteed Rate misrepresented information to us in an attempt to place blame on us. My credit card was then charged {$550.00} for the application process and have not received a mortgage from another lender.
We then requested to speak with someone in the legal department. When having discussions with the Guaranteed Rate 's legal department and compliance officers, they informed us that no one follow the Consumer Financial Protection Bureau 's regulations and that the regulations and agency have absolutely no teeth. They tried to place blame on us, stating they had no duty to provide rates or disclose information to us during the loan application. We told them we would investigate taking legal action and file a complaint with the CFPB.
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| 12/31/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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On XXXX I applied for a mortgage on the website of Guaranteed Rate/ XXXX and was pre-approved for XXXX. The contacted me and briefly told me about the company. I found an ideal home which was a 4 unit quadraplex. The quad had three units occupied and one vacant which was perfect for me. I signed a contract to purchase the property on XX/XX/2020. At the time I was renting a property and my lease ended on XX/XX/2020 so my plan was to transition in my new home from the rental property. From the very beginning of the application process I felt very uncomfortable with the line of questioning and/or what seemed like more of an interrogation in terms of my sources of income. Because I was Self-employed, owned several rental properties and had almost XXXX I was regarded as suspicious. I understand that there is a certain protocol when underwriting is determining viabiity of the potention homeowner however I was made to feel as if my business, sources of income and or intentions as a homeowner was not fraudulent. On XXXX On XXXX the appraisal was ordered. I was notified that the file was in underwriting. On XXXX I got an email from the underwriter stating that one of the rental properties I reported for income seems suspicious because of the rental income I reported was too high. I also was told that I need to write a letter explaining why I would be moving from my current rented residense which was a 2,589 sq ft 3 bedroom / 2 bath into a 650 sq ft apartment with three tenants. I was repeatedly warned by the loan officer that If it's found out that I'm not using this property as my primary home and used for investment purposes that I would be facing federal time. I was appalled and offended that the mortgage company felt I was being deceptive in trying to get investment property on a primary residence loan. I explained to both the loan officer and the underwriter that I'm a single man with no kids and it's my perrogative if I want to downsize from my current residence. I already own another quadraplex that I used for my source of income and actually it's the same property that was in question about the validity of the amount of rental income, the underwriter wanted to know if I was willing to move into the quad that I'm trying to purchase why would I not move into that as opposed to renting a place. My response was again that it's my perrogative where I choose to live. The loan officer suggested I write a letter stating my quadraplex that I already own, which by the way was fully occupied however it was suggested that I state the reason why I choose not to move into my quadraplex is because it's in a low-inome area and therefore I chooose to rent the home I'm currently in. The letter that I ended up writing just stated that I'm moving because I want to downsize into something smaller and that fact that I would own the property as opposed to renting where I'm currently at make more financial sense. Despite my writing the letter the loan officer and underwriter repeatedly made references about it being against the law to defraud a mortgage company etc. Next was a series of emails from the underwriter and loan officer asking for all kinds of unnecessary and documents. On XX/XX/XXXX the appraisal came in under the purchase price. Both my Realtor and myself felt the appraisal was incorrect and too low especially being a thought a duplex withing one mile sold for almost XXXX and my appraisal was $ XXXX for a quad generating {$950.00} per month time 3. After bring our concerns to the mortgage company we were asked to get comparables to rebuttal what the apprasied value was. We did provide several comparables that was more realistic as the appraisal used a property in another county almost 10 miles from the subject property. Our request for a second appraisal was denied however they supposedly reviewd it and there was no change in the value. We reached back out to the seller and he agreed to lower the price. Next I was told by the loan officer that I needed to show documentation of my rental history where I currently lived. I provided the loan officer with 16 months of payment history showing that I had no late payments for my entire tenancy. I explained that on XX/XX/2020 that my lease ended and I explained that I was buying a house and wanted to go month to month until I move. The property managment company would not allow me to stay there month to month paying my previous rent at {$1300.00} instead they wanted to raise the rent to {$1700.00} unless I signed a two year lease and the increase would only be {$1300.00}. I refused to sign a lease and started to negotiate with the property management company a viable option for both parties. On XXXX I was asked to send a letter explaining the situation about the dispute in the rent and also about why I was downsizing into a one bedroom apartment from a 3 bedroom house. I sent the letter to the underwriter on XXXX. On XXXX I got an email from the loan officer stating the the missing rent issue will more than likely be waived and that the only concern was getting a new purchase agreement that would reflect the appraised value. On XXXX I got an email stating that the loan was approved pending a couple of documents that was needed. On XXXX out of frustration for the mortgage company delaying my loan and not giving me specific and adequate reasoning for not moving forward, I sent an email to the load office and the underwriter accusing them of Discrmination. I explained in my email that I was never given the proper respect as a potential homeowner and that I have been treated and regarded as if I'm some kind of malice intent. Everystep of this process felt like I as being undermined as a respectable business man and because they could not connect all the dots in terms of my sources of income they assumed to create their own narrative about me as a person. In my email I threatened the Guaranteed Rate/ XXXX with filing a lawsuit for discrimination and that I would be seeking legal representation. Because of the email I sent on XXXX on two days later on XXXX I received an adverse action letter from the loan officer basically stating that my loan was denied because I disclosed to the mortgage company that I with held paying rent for XXXX, XXXX and XXXX. I automatically knew that this was retalitory for my threatening to report them for discrimination. The mortgage company never recevied anything from my landlord or property managment company stating that I owe a balance. Prior to receiving the adverse action letter I expained to the mortgage company that the property management company and I were in negoatiations in terms of a feasible about the pay for the duration it took to close of the quadraplex. Despite being aware of that the mortgage company still sent an adverse action letter. On XXXX I reached out to the headquater office to make a complaint on being discriminated and see if my file could be reinstated. I spoke with someone named XXXX and I informed her of my dilema and that I was denied and was not given a deadline or even given the opportunity to provide something before they denied me. XXXX said she would try to get my file reopened however on XXXX I was notified by my agent that the seller decided to pull out due to us already having two exensions on the date, the seller did not have faith in our ability to close. I informed XXXX that I'm very upset because I paid for a home inspection which was almost {$1000.00} and the appraisal which was undervalued. XXXX apologized on the company behalf and offered to refund the appraisal money back to me. XXXX also indicated that she will do an internal investigation to see if any wrong doing was done. That was the last I heard from anyone regarding this experience. I feel that if I was denied for the rent issue then why was I not immediatley denied when I made them aware over a month prior to the adverse letter. I was denied out of retaliation, the appraisal was undervalued as that often happens with XXXX homeowners and also I was not taken seriously as a businessman with legitamate income producing properties.
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| 12/05/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I closed on a mortgage with Guaranteed Rates XXXX XXXX and XXXX XXXX on XX/XX/XXXX. Dealing with Guaranteed Rate was a mistake and cost me thousands of dollars I was not planning for and to be manipulated into going into a mortgage on terms I did not agree to. Communication was unclear, deceptive, and changed consistently all the way through the final minutes of closing. In the last 10 minutes of closing, me and my wife had the choice of either signing paperwork that was against what we spoke to Guaranteed Rate about and spending an extra {$1700.00} of our savings for our childrens summer camp OR have the sellers walk from closing and us not have a place to live.
Our last communication with Guaranteed Rate was while we were in the middle of closing and they could not tell me what amount of money I was supposed to have brought to closing even then. They hung up the phone and never called back. I never heard from XXXX again.
On XX/XX/XXXX - I emailed and spoke to XXXX over the phone. He had advised me that my closing costs could be financed. He said I had an interest rate of 4.125 %, but if I wanted to finance them I could and my rate would be 4.875 % with my closing costs all financed. I told him via email I accepted this option. We spoke on the phone to confirm. He sent me the closing costs disclosure and the closing costs were not financed. When I asked about this explaining that I was uncomfortable signing the paperwork because it was not what we agreed to, he told me " not to worry '' and to " just sign it '' because they needed the paperwork in that day to ensure I could close in time for compliance. He assured me that my closing costs would be financed as we discussed.
I received a clear to close email the night before closing, but was asked for several other financial documents after I received a clear to close and most of my communication was done over personal cell phone lines of XXXX and XXXX. The night before closing, I felt like something was wrong and called XXXX and XXXX. This is when they told me they were not actually ready to close. I asked for the final number I needed to bring to closing and could not get a straight answer. I asked if my closing costs were set to be financed and they said YES. I was then apologized to for Guaranteed Rate dropping the ball on this one.
I got a hold of XXXX on the day of closing. He told me has sorry for the " XXXX show '' with underwriting, but still could not give me a set dollar amount to bring to closing. He told me to just " bring {$3000.00} '' and that would be plenty.
The summary of the timeline is in bullets below. I was advised by XXXX XXXX over his personal cellphone that I needed to bring {$3000.00} to closing and my closing costs were being financed. Financing the closing costs brought my interest rate up to 4.875 %. However, in reality- NO CLOSING COSTS WERE FINANCED, AND GUARANTEED RATE STILL PUT ME AT THE HIGHER INTEREST RATE AND THEN SOLD MY MORTGAGE. Closing costs came out {$5200.00} and change. My realtor, the sellers, the title company and everyone involved sat around the table dumbfounded as we all argued with Guaranteed Rate about the situation. We were told XXXX was at a wedding ; XXXX talked to our realtor on the phone, said he had to go and would call us back in 5 minutes. I never heard from him again. Again, I had to sign the paperwork and deal with it after or be homeless. Our closing paperwork clearly shows the 4.8+ % interest rate with {$0.00} financed.
The extra money spent on closing meant I couldnt put my children in summer camp, so my wife could not work. Now we are out an entire persons income for our new mortgage that is at an interest rate almost a full percent higher because of a service Guaranteed Rate said they would do but did not. Since then, I have called XXXX XXXX at his desk line and his personal phone and have not received a response.
The deceit and manipulation followed by the blatant avoidance has costed my family the initial few thousand dollars in closing costs, plus the months and months of income my wife is not able to bring in. It is costing me hundreds of dollars extra a month on a mortgage that is at a higher interest rate than it should be. I can not refinance for ( I believe ) 9 months and when I do so I will be forced to go through a refinancing process that hits my credit to start this process all over again with more costs when I shouldnt have needed it in the first place.
This problem needs to be fixed. I need to be compensated for the thousands and thousands of dollars in loss I have faced because of this ignorance. I will be filing a CFPB complaint and am already in contact with my lawyer to pursue the matter legally if need be. I am being advised of several federal regulations and guidelines that were not followed in my interactions with Guaranteed rate.
XX/XX/XXXX o Approved for loan at just over 4 % for interest o I asked to finance closing costs and was advised that choosing the option to finance as much of the costs as I could, my interest rate would go up to 4.875 % XX/XX/XXXX o Received Clear to Close XX/XX/XXXX Late Evening ( closing set for XX/XX/XXXX ) o I asked for final numbers for closing, could not get a set answer o XXXX asked me for my XXXX financial records even though I was cleared to close o Communication mostly through personal cell phones of XXXX and XXXX o Was told Guaranteed Rate really dropped the ball and were sorry XX/XX/XXXX - Day of Closing- asked for set amount needed to close, could not get an answer o Was told to bring {$3000.00} to closing and that would be more than enough o At closing, was told we didnt have enough money by title company o Called XXXX/Guaranteed Rate, said theyd call back in 5 minutes with our final $ s for closing o Never called- we were told XXXX was at a wedding o Title company said we needed an additional {$1700.00} to close o Had to leave closing to get the money o Pulled from our savings we had for our children to go to summer camp Guaranteed Rate/XXXX never called to follow up Received first bill from XXXX XXXX for our first mortgage payment Reviewed paperwork from XXXX and our Closing Statement I followed up with XXXX afterwards with no response. A month or so later I began emailing and calling Guaranteed Rate, but no one would speak to me directly. I sent the an email with the info above and in XXXX, XXXX XXXX said he would look into things for me. I called XXXX and emailed him for weeks until he finally asked to speak to me XX/XX/XXXX about his findings on the case.
XXXX ' findings were simply that I signed the paperwork to close so I was responsible. They did not look into the phone calls with XXXX. They did not ask me for my emails showing our conversations. XXXX advised that I could send him the emails and he would look into it further. I did, but still have not heard from anyone. At this point I am 6 months into paying a mortgage at this higher rate. I can not refinance yet. It has been sold to another bank who can not speak to or help me with what Guaranteed Rate did. And the start of my mortgage put me out an extra $ 1,200+ and we lost the ability for my wife to work. We now had to rely on credit cards, which has destroyed my credit score, all the while I have less money to pay off the cards for when I try to go to refinance because of the high interest rate I have received with no benefit of financed closing costs.
I have immeasurable damages to my credit score and will pay the price of Guaranteed Rate 's methods of doing business for as long as I have a mortgage. An extra $ XXXX- {$2000.00} was lost of mine out of this deception on top of the additional few hundred dollars I am paying on my mortgage each month, on top of the 6 months of pay that my wife did not get because she had to stay home after we lost our children 's summer camp money. Someone has to do something to right this. Please.
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| 01/18/2020 |
Yes |
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Web |
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This is in follow up of the complaint I filed with CFPB XXXX and XXXX Kindly see my response to GRI : Thanks to GRI for the response after a long time, as usual.
The explanation given by Guaranteed Rate ( GRI ) are misleading to me. They admitted their faults with first 2 contractors but want to hide the misuse of loan. Ms.XXXX XXXX of GRI repeatedly said the loan amount is banks money and not my money. I have no control but I have to pay the interest for the money which the bank would use at their own will. This is not what the HUD Regional office and consumer bureau said. They referred the case to banking and insurance department.
All contractors were given the information of the Contingency Fund in advance by Guaranteed Rate, luring them to steal money from that fund. In my case you can see the proof attached ( Exit Draw XXXX XXXX XXXX ) disclosing the contingency amount to contractors. The first fraud contractor was always craving for that money and asking me to sign change orders unnecessarily. Same tactics by second contractor also. You can also see HUD consultant advising Lender in the Notes to pull back the overpaid money for siding materials which the lender paid the contractor. Contractor didnt deliver and didnt do any job. I didnt sign that check and HUD consultant said he also didnt knew.
Mr.XXXX XXXX stated in CFPBs response : However, it is against GRI policy to recommend any contractor for use by a borrower in a renovation loan transaction, and GRI employees followed that policy here.
Please see the GRI Vice presidents picture and Guaranteed Rates advertisement in the website of a fraudulent contractor named XXXX in the XXXX County. This was the first contractor who gave me an exorbitant quote XXXX $ 50K more than other contractors ). Customers of this company warned me saying that this contractor would steal money through change orders after signing contract. So at the displeasure and against the recommendation of Guaranteed Rates VP Mr.XXXX XXXX I decided to look for other contractors. I got quotes from several contractors from 180K to 220K for the entire project that involved add a level and kitchen renovation. ( Recently the contractor website removed GRI VPs picture ).
This is a small house of less than 1300 sq.ft and this is our only primary residence. We put in all our hard earned money and all life savings to repair damages by two hurricanes. Now after taking this 203K Whole Home Renovation Loan we lost {$40000.00} out of our pocket since the Lender overpaid fraud contractors who violated codes, failed inspections and did shoddy works that needed more demolition. For every contractor this was a silly project.
The NJ state law has been strict after many contractor fraud litigations following Hurricane Sandy and Hurricane Irene. Contractors shouldnt be paid any money for incomplete works, shoddy works and failed codes. But Guaranteed Rate paid money to the two contractors who did not even passed a single inspection and failed municipal codes on multiple occasions. We had to demolish and redo works done by XXXX XXXX XXXX and XXXX and lost a huge amount money out of pocket.
After taking the matter with County Consumer Bureau and XXXX XXXX Consumer Bureau, I informed Guaranteed Rate Manager Mr.XXXX XXXX not to overpay the fraud contractors ( many email proofs are in my collection of over 200 emails and pictures I sent to Guaranteed Rate copying HUD consultant ). After reviewing the case the County Consumer Bureau advised me that XXXX XXXX XXXX XXXX ( first contractor ) was complete fraud and violated all laws and no money should be paid to exit work. As per XXXX XXXX Consumer Act contractors can not put lien on properties in New Jersey without going through arbitration or court. County Consumer Bureau called XXXX XXXX XXXX XXXX and warned them that their contract was a violation of many State Laws, and Bureau would not arbitrate for this case due to the fraudulent nature. Bureau told XXXX XXXX XXXX to exit and allow homeowner to complete the project with other contractors.
The first contractor was paid for siding materials by Guaranteed Rate without my knowledge and without the knowledge of the HUD consultant. See the check attached. ( There are emails and text messages with HUD consultant proving this ). One check without my name and signature is attached that was delivered to First contractor ( XXXX XXXX XXXX ) in XX/XX/XXXX, 3 months after terminating this contractor for fraud. ( Please see attached check without my signature ).
To avoid overpaying the second contractor ( who promised to finish work in 4 weeks but dragged my family for 6 months ) I kept warning HUD consultant, Ms.XXXX XXXX and Mr.XXXX XXXX, Manager of Guaranteed Rate. They agreed that they would not pay for incomplete change orders and incomplete works. When the final checks for XXXX was sent to me for signature I found that the lender took money from the contingency fund to pay for an incomplete change order. At that time more shoddy works and code violations were getting exposed by the third contractor. Capnovate didnt complete certain things which they agreed to do during exit inspection ( not even removing the garbage ).
After consulting with the HUD and consumer bureau I was advised that if you are paying the loan and interest it is your money and money doesnt belong to XXXX. Bureau said my Lender is misleading me. I had to withhold one contingency check in my name so that it should go back to the contingency fund and the new contractor could be paid to finish the incomplete and shoddy works of XXXX. Therefore I didnt clear this check amount {$2900.00}. HUD regional office was surprised when they heard that the Lender used the Contingency funds to pay the fraudulent contractors who violated the HUD laws, State laws and US consumer laws.
Mr.XXXX XXXX stated in the CFPB response : On or around XX/XX/XXXX, BH completed the repairs to the Subject Property, and GRI closed out Mr. XXXX rehabilitation escrow account, with {$17000.00} in remaining unused funds being used to reduce Mr. XXXX principal indebtedness.
3 months have passed after sending the Lender the occupancy certificate there has been no communication from GRI about the loan closing. Where is the {$17000.00}?. I have been paying interest for XXXX to Guarnateed Rate, {$4300.00} every month since XX/XX/XXXX to XX/XX/XXXX and after that paying to XXXX XXXX {$4300.00} since XX/XX/XXXX. ( See attached XXXX XXXX excuse in XX/XX/2019Million Times I asked for statement. Till today I havent received it ) According to XXXXr the servicing amount transferred to them is $ XXXX. They are still charging me interest for $ XXXX. ( See attached statement from XXXX ).
Over the last 21 months I paid {$91000.00} to Guaranteed Rate and XXXX Still my Principal according to XXXX is {$610000.00}. So where is the {$17000.00} Guaranteed Rate claims returned to my principal? Where is the deduction of monthly principal I paid, from the {$91000.00}?
Please give me the list of checks you gave to the fraud contractors without my signature and address. I have attached one copy of check that was unknowingly send to me by Guaranteed Rate which was sent to XXXX & XXXX directly by Lender.
With deep regret I have to tell you that my family and I had to go through several instances of intimidations and threatening behaviors from the contractors, Lender and HUD consultant. Talking to XXXX XXXX XXXX XXXX was always intimidating, disrespectful and misleading. My 3 minor children and wife have been going through XXXX and XXXX over the last 21 months because of this devastating 203K loan process. This has been a XXXX situation for my family paying mortgage for a house that was not constructed and living in pathetic and unhealthy environment for 18 months.
Thank you XXXX XXXX
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| 10/25/2023 |
Yes |
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- Trouble during payment process
- Loan sold or transferred to another company
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Web |
Servicemember |
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1. On XX/XX/XXXX, my mortgage and escrow servicing were sold to XXXX XXXX XXXX XXXX XXXX. I was never notified of this transfer from Guaranteed Rate and my automatically recurring monthly mortgage payments never transferred to XXXXXXXX XXXX I was unaware that any changes on my loan had taken place until I received notification from the Veterans Affairs that my VA Loan was entering foreclosure proceedings. I scrambled to send an immediate payment for the original unpaid balance, however I could not afford the late penalties and foreclosure-related fees that had been assessed and added to the unpaid balance. It took me months to save enough to bring the loan current. XXXX has assessed {$6400.00} of delinquent fees and foreclosure charges ( att. 1 ) on my account as a direct result of this lack of notification.
12 C.F.R. 1024.33 ( Regulation X ), paragraph ( b ) ( 1 ) states, transferor servicer of any mortgage loan shall provide to the borrower a notice of transfer for any assignment, sale, or transfer of the servicing of the mortgage loan. Paragraph ( b ) ( 3 ) ( i ) states, the transferor servicer shall provide the notice of transfer to the borrower not less than 15 days before the effective date of the transfer of the servicing of the mortgage loan. Also see Cal. Civ. Code 2937, paragraph ( b ) which further governs the mortgage contract terms under Applicable Law.
I recently asked Guaranteed Rate to show me that they sent me a notice of transfer. They were only able to send me a draft of a Notice of Transfer. The servicing department was not able to provide a certificate of mailing, postmark, or any documentation proving that the notice was sent.
2. During the period when payment of my escrow items fell under Guaranteed Rate 's servicing responsibility, the flood insurance policy escrow item was closed due to nonpayment of premium. A large reason why I bought and opened the policy in XXXX is because it was the last year to be grandfathered into the NFIPs cheaper legacy rating system before my {$1700.00} annual premium would have more than doubled under the new XXXX XXXX XXXX rating system. XXXX, the carrier for my XXXXXXXX XXXX flood insurance policy, sent Guaranteed Rate a renewal notice and invoice of {$1800.00} on XX/XX/XXXX ( att. 2 ) that went unpaid. On the policy expiration date of XX/XX/XXXX ( att. 3 ), XXXX sent Guaranteed Rate a final notice allowing them to keep the policy open by making the premium renewal payment before XX/XX/XXXX. This notice also went unpaid and the policy was closed.
XXXXXXXX XXXX flood insurance policies opened at this time were charged the full risk premium of the new rating system which calculated a {$3600.00} annual premium ( att. 4 ) for my home. If Guaranteed Rate had not let the policy expire, the premium renewal increases would have been limited to no more than 18 % per year until the full risk premium of {$3600.00} is reached. The loss of this annual premium increase protection totals {$5100.00} in premium discounts, amortized over five years as a result of the policy expiration due to nonpayment of premium. The chart attached shows what my premiums for each year would have been had the policy never lapsed, compared to the full risk premium that is assessed with a lapse in policy coverage.
The mortgage contract defers to RESPA for timely escrow item disbursements, which is found in 12 C.F.R. 1024.17 ( Regulation X ), paragraph ( k ) ( 1 ) and states, If the terms of any federally related mortgage loan require the borrower to make payments to an escrow account, the servicer must pay the disbursements in a timely manner, that is, on or before the deadline to avoid a penalty, as long as the borrowers payment is not more than 30 days overdue.
Cal. Civ. Code 2954.1 further asserts on the mortgage contract as Applicable Law that, No Lender or any agent of such lender who maintains an impound, trust, or other type of account for the payment of taxes and assessments on real property, insurance premiums, or other purposes relating to such property shall ( c ) Make payments from the account in a manner so as to cause any policy of insurance to be canceled or so as to cause property taxes or other similar payments to become delinquent. Any person harmed by a violation of this section shall be entitled to sue to recover his or her damages or for injunctive relief ; but such violation shall not otherwise affect the validity of the loan or sale.
XXXX. When the transfer of escrow account servicing took place on XXXX the proper and sufficient amount of information and authorizations were not given to the new servicer, XXXXXXXX XXXX, in order for them to maintain all escrow item disbursements. As a result of Guaranteed Rates failure to properly board the new servicer with XXXX as the mortgagee, XXXXXXXX XXXX was unable to notice when an increase in annual premium occurred for my homeowners insurance policy carried by XXXX. The policy was assessed with a delinquent premium amount of {$310.00} and was charged additional late fees totaling {$30.00} ( att. 5 ) before the policy was canceled by XXXX for nonpayment of premium.
12 C.F.R. 1024.38 ( Regulation X ), paragraph ( b ) ( 4 ) instructs, The policies and procedures required by paragraph ( a ) of this section shall be reasonably designed to ensure that the servicer can : ( i ) As a transferor servicer, timely transfer all information and documents in the possession and control of the servicer relating to a transferred mortgage loan to a transferee servicer in a form and manner that enables a transferee servicer to comply with the terms of the transferee servicers obligations to the owner or assignee of the mortgage loan and applicable law ; The official interpretation of this paragraph examples, a transferor servicer must have policies and procedures reasonably designed to ensure that data can be properly and promptly boarded by a transferee servicers electronic systems and that all necessary documents and information are available to, and can be appropriately identified by, a transferee servicer.
Cal. Civ. Code 2937, paragraph ( d ) states, Any person transferring the servicing of indebtedness as provided in subdivision ( a ) to a different servicing agent shall provide to the new servicing agent all existing insurance policy information that the person is responsible for maintaining, including, but not limited to, flood and hazard insurance policy information.
If the full amount of the premium renewal for my homeowners insurance policy had been communicated to and paid by XXXXXXXX XXXX in a timely manner, XXXX would have been able to keep my {$1900.00} annual premium amount ( att. 6 ). Theyve since quoted me a higher premium of {$2000.00} ( att. 7 ) for a new policy with equal coverage. The higher annual cost to me, amortized over the remainder of the 30-year loan period, is {$4200.00} with damages for this error totaling {$4200.00} after adding the canceled policys {$30.00} late fee thats still outstanding.
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| 07/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In XXXX of 2021, XXXX had seven ( 7 ) properties listed for sale on its website that were referred to as XXXX XXXX XXXX XXXX XXXX as part of an Affordable Homebuyer Program for low to moderate income residents of XXXX XXXX County.
On XX/XX/2021, I was contacted by XXXX XXXX of XXXX XXXX and told : CONGRATULATIONS, you were among the 7 selected participants to continue with the process to qualify to purchase a home under the Affordable Housing plan at XXXX XXXX. We are at the early stages with XXXX County to complete the necessary documents in preparation to effectively complete the purchase process.
On XX/XX/2021, I received an email from KBHS Home Loans with an invitation to register for a Digital Mortgage which would allow me to track the status of my loan and view updates. According to the invitation, I would also be able to : View and print customized loan scenario estimates E-Sign initial and subsequent disclosure forms Instantly communicate with your Mortgage Loan Originator and Loan Processor Electronic asset verification and pay for your appraisal Receive alerts for additional information and upload requested documents securely Screen share with your Mortgage Loan Originator if you need assistance Access documents after the loan closes After completing my loan application, on XX/XX/2021, I was contacted by XXXX XXXX of KBHS Home Loans and given a list of supporting documentation needed to complete my Pre-Qualification. I submitted all documentation she requested. My loan number is XXXX, the status is application and my estimated closing date, according to the Digital Mortgage portal is XX/XX/2021. At no time prior to submitting my financial information for Pre-Qualification was I given specific details about the Affordable Homebuyers Program or the minimum credit score requirements or the purchase price or the down payment requirements.
On XX/XX/2021, XXXX XXXX contacted me to inform me that I did not qualify for conventional lending thru KBHS and therefore was ineligible to purchase a Cottage in XXXX XXXX. According to XXXX XXXX, a minimum credit score of XXXX was required for conventional lending and my mid XXXX score was XXXX. Ms. XXXX indicated that the XXXX XXXX XXXX XXXX project is not approved for FHA funding which according to her, allows a minimum XXXX score of XXXX. I have since learned that FHA funding allows for a minimum XXXX score of XXXX.
I requested Ms. XXXX refer me to her manager. Thereafter, I was contacted by XXXX XXXX of KBHS Home Loans and told that I could boost my credit score by disputing the two negative marks on my credit and reducing the balance owed on my credit cards. At her suggestion, I paid my XXXX credit card to a XXXX balance. According to Ms. XXXX, my credit score was not within an acceptable range for Pre-Qualification. I then decided to bring my XXXX XXXX credit card to a XXXX balance which then boosted my credit score to XXXX. I expended nearly $ XXXX to reduce my credit balances. Ms. XXXX initially represented that based on my income, I would qualify for a loan with a 3.5 % down payment and she anticipated that $ XXXX would be due at closing with $ XXXX needed for reserves. This amount is vastly different from what is advertised on XXXX website.
On XX/XX/2021, my credit score was boosted to XXXX. Ms. XXXX contacted me and stated that she could not qualify me for 3.5 or 5 % down payment. According to Ms. XXXX, I could only qualify for a 10 % down payment with a {$110000.00} purchase price which meant I needed {$25000.00} for a down payment with closing costs and she needed the source of my down payment to go forward. This was my first disclosure about a purchase or the various down payment requirements. The XXXX County Development Authority website represents that the down payment for low-income purchasers is estimated at {$3000.00} for a purchase price between $ XXXX to $ XXXX, not {$25000.00} as represented by Ms. XXXX . I informed Ms. XXXX that I would be applying for down payment assistance grant thru XXXX County or some other affordable homebuyer program.
On XX/XX/2021, I contacted XXXX XXXX of XXXX XXXX and arranged to view the property at XXXX XXXX XXXX XXXX XXXX on XX/XX/2021. As of XX/XX/2021, according to the XXXX website all properties were available for purchase except for one which was listed as under contract. When I arrived to view the property, Ms. XXXX indicated that all properties were in escrow, and none were currently available for purchase. Ms. XXXX stated that I was no considered a back up in the event another participant was unable to complete the purchase.
I asked Ms. XXXX why XXXX XXXX or KBHS Home Loans failed to disclose this to me on XX/XX/XXXX and she stated that all properties entered escrow on XX/XX/XXXX even though they were and still are listed as available for purchase on both the XXXX XXXX website and XXXX website. The Digital Mortgage portal still lists my loan application as open with an estimated closing date of XX/XX/2021. As a lottery participant, I fail to understand why a home that was set aside for me would be given to someone on the wait list without finalizing my pre-qualification process. I also fail to understand why I was not formally informed that the property was no longer available. A text message which I never received was insufficient notice not to mention it was disrespectful and unprofessional.
KB Home Loans has since responded and said that the pre-qualification process, which was never disclosed initially, required a ten ( 10 ) percent down payment with a purchase price of {$110000.00} which still does not amount to $ XXXX as represented by Ms. XXXX. I explained to Ms. XXXX that I intended utilize one of XXXX Countys down payment assistance programs if I was required to pay $ XXXX as a down payment. Having never seen the home, I demanded a viewing before submitting additional documentation. According to KBHS Home Loans, In those intervening days, however, the consumer next in line for a low-income unit pre-qualified for a mortgage loan and secured the property. Ms. XXXX contacted you in advance of the scheduled appointment to advise that the property was no longer available, but she was unable to reach you. At no time did any participant explain that I was in jeopardy of losing the property. And, on XX/XX/XXXX, there were three vacant affordable properties. The website additional properties were available for purchase. I fail to understand how another purchaser was allowed to purchase the property set aside for me without finalizing the pre-qualification process. Also, the pre-qualification process seemed more like a loan approval process. XXXX XXXX and KBHS Homes work out of the same office. As a cover, XXXX XXXX and KBHS Home Loans have stated that they sold the property set aside for me to a XXXX men as though that negates the fact that they failed to make appropriate disclosures and engaged in unfair and discriminatory business practices.
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| 01/04/2019 |
Yes |
- Debt collection
- Mortgage debt
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- Attempts to collect debt not owed
- Debt was paid
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Web |
Older American, Servicemember |
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XXXX XXXX is servicer and debt collector. We demanded validation in XX/XX/XXXX, and they refused to do so, which is why we stopped paying in XX/XX/XXXX and haven't paid since. We had not received a bill from them until XX/XX/XXXX, which we contacted the CFPB about, and they sent their usual form letters saying they needed more time, but promptly send a bill for the next month, too, which is attached. We sent the original lender, Guaranteed Rate Inc. a Statement of Account, in XX/XX/XXXX, via certified mail USPS ID number, XXXX, through a notary ( attached ), stating that the balance had been satisfied, and it which gives them 14 days to admit or dispute that, under oath : NRS104.9210Request for accounting ; request regarding list of collateral or statement of account.
1.In this section : ( a ) Request means a record of a type described in paragraph ( b ), ( c ) or ( d ).
( b ) Request for an accounting means a record authenticated by a debtor requesting that the recipient provide an accounting of the unpaid obligations secured by collateral and reasonably identifying the transaction or relationship that is the subject of the request.
( c ) Request regarding a list of collateral means a record authenticated by a debtor requesting that the recipient approve or correct a list of what the debtor believes to be the collateral securing an obligation and reasonably identifying the transaction or relationship that is the subject of the request.
( d ) Request regarding a statement of account means a record authenticated by a debtor requesting that the recipient approve or correct a statement indicating what the debtor believes to be the aggregate amount of unpaid obligations secured by collateral as of a specified date and reasonably identifying the transaction or relationship that is the subject of the request.
2.Subject to subsections 3 to 6, inclusive, a secured party, other than a buyer of accounts, chattel paper, payment intangibles, or promissory notes or a consignor, shall comply with a request within 14 days after receipt : ( a ) In the case of a request for an accounting, by authenticating and sending to the debtor an accounting ; and ( b ) In the case of a request regarding a list of collateral or a request regarding a statement of account, by authenticating and sending to the debtor an approval or correction.
3.A secured party that claims a security interest in all of a particular type of collateral owned by the debtor may comply with a request regarding a list of collateral by sending to the debtor an authenticated record including a statement to that effect within 14 days after receipt.
4.A person that receives a request regarding a list of collateral, claims no interest in the collateral when it receives the request, and claimed an interest in the collateral at an earlier time shall comply with the request within 14 days after receipt by sending to the debtor an authenticated record : ( a ) Disclaiming any interest in the collateral ; and ( b ) If known to the recipient, providing the name and mailing address of any assignee of or successor to the recipients interest in the collateral.
5.A person that receives a request for an accounting or a request regarding a statement of account, claims no interest in the obligations when it receives the request, and claimed an interest in the obligations at an earlier time shall comply with the request within 14 days after receipt by sending to the debtor an authenticated record : ( a ) Disclaiming any interest in the obligations ; and ( b ) If known to the recipient, providing the name and mailing address of any assignee of or successor to the recipients interest in the obligations.
6.A debtor is entitled without charge to one response to a request under this section during any 6-month period. The secured party may require payment of a charge not exceeding {$25.00} for each additional response.
( Added to NRS by 1999, 300 ; A 2001, 720 ) GRI would NOT verify or deny the claim, stating only that they " transferred their interests '' to XXXX XXXX, so, they admitted that the balance was XXXX-and, since no subsequent financing has been placed on the property, it was XXXX when XXXX took over it, too. Just to be on the safe side, however, we sent XXXX a statement under account, also with a notary as 3rd party witness, also via certified mail return receipt requested, USPS Identification number XXXX, on XX/XX/XXXX. Sending two bills years later, violated the FDCPA ( as does their posting derogatory credit info without validating the debt, which we just discovered they've been doing ) and when Debt Validation Process is done with a Notarial witness and the servicer doesn't verify, the FTC has shown that this is a False and Deceptive Practice. The OCC and Office of Thrift Supervision have similar cites with Opinions and Case Law which defines this sort of activity. We are both senior citizens ( and my wife is XXXX ), so they are also in violation of NRS 598.0973 and 598.0977, Deceptive Practices vs Older and/or Disabled People. They are also guilty of mail Fraud, XXXX XXXX has been Add XXXX XXXX since XXXX, and XXXX has been told this repeatedly, but they continue to send mail under the incorrect name, thus violating the following : 18 U.S. Code 1342 - Fictitious name or address Whoever, for the purpose of conducting, promoting or carrying on by means of the Postal Service, any scheme or device mentioned in section 1341 of this title or any other unlawful business, uses or assumes, or requests to be addressed by, any fictitious, false, or assumed title, name, or address or name other than his own proper name, or takes or receives from any post office or authorized depository of mail matter, any letter, postal card, package, or other mail matter addressed to any such fictitious, false, or assumed title, name, or address, or name other than his own proper name, shall be fined under this this title or imprisoned not more than five years, or both.
The following is an article which is is from only 2 days ago, I suspect that your organization is aware of it, but, I'm sending it, plus an attached article just in case : https : XXXX? XXXX This company obviously hasn't gotten the message from the fines imposed on them by your organization and others, we implore you to drop the hammer on these scum.
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| 07/01/2022 |
Yes |
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Web |
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I believe my financing and underwriting for the mortgage I was approved for was handled with gross negligence. I sold my home and was purchasing another home as my primary residence. After closing on the sale of my home I was living in a hotel waiting for the closing of the purchase on my new home. I was in constant communication with underwriting. My closing was scheduled to be at XXXX on XX/XX/XXXX. I find out at XXXX pm on XX/XX/XXXX my loan has been denied. The reason they say why my loan was denied was because my home was in forbearance for a short period of time, and I had been in communication about that for several weeks prior. This information had been disclosed early on in the loan process. II have attached all documents of communication. At no point does the forbearance come up. It just changed the payoff of my present mortgage. They lead me to believe that everything was moving along stautus quo and any additional information needed I provided them with in a timely manner. At no point was this an issue.
XXXX hours before closing I find out my loan has been denied. I am living in a hotel with no place to go.
On XXXX I had a discussion with my mortgage broker and I explained to him about the forbearance and if it would affect me.
XX/XX/XXXX, I spoke with my mortgage broker about the possibility of not finding a house in time. I started looking at Apartments I found two places each average rent was XXXX a month plus XXXX dog feel and XXXX dollars for indoor parking. For XXXX months I would have paid XXXX. I was told by my mortgage broker not to rent because I would not be able to save more money. Right now, I am renting for the first XXXX months XXXX dollars, after that XXXX for the remainder of this year. So, in the present situation I will end up paying XXXX dollars. I could have saved XXXX dollars that I could have put down for a house later giving me a larger deposit. I did speak with my real estate agents about this option they were on board with what ever my decision would be they understood the struggle we were under.
After the closing of my home on XX/XX/XXXX my Mortgage broker knew about the forbearance and said we will be able to still purchase this house.
Because I did not go with the apartment choice and went after this house, I had to agree to wait till XXXX to close on my house. So, I had to put things in storage for a month. The XXXX {$210.00}, and {$420.00} for that XXXX. Plus, I had rent a XXXX XXXX because the first one wasnt enough {$250.00} for that XXXX.
I moved out of my XXXX home on XX/XX/XXXX and moved into the extended stay it cost me XXXX. Plus, I had to stay two more nights which was around {$85.00}.
I had to run my business that I have out of the hotel room to move the business there it cost me {$100.00}. and {$180.00} to move it to my new house.
On XX/XX/XXXX I was given a letter form the mortgage company telling me congratulations on purchasing your new home. The day before they asked for all my paystubs from XXXX and XXXX which I printed out for them and emailed them. They informed me the only thing that was holding up my closing was the paystubs and the XXXX I was on. Then on Friday the XXXX of XXXX they asked me for information on the large deposit I put into my account from my XXXX XXXX XXXX sale. I did send them the receipt for the XXXX statement. I did all this while focusing on my job at work. Then Monday came everything seemed fine I had no idea that anything was wrong up until the title company emailed me telling me that my time had been cancelled. My real estate agent called me telling me the deal had fallen through and that they are rushing to save everyone. The listing agent decided to come through and save everyone by purchasing the home. I would have to pay for the closing costs which was {$10000.00} and {$5000.00} for all the other cost. At that time, I was running out of choice because of the late cancelation my XXXX were on the way so it would have cost me even more to have them stopped. I finally got a call from my mortgage broker tell me what happen at around XXXX. Even after this mess and I lost all this money he told me he was sorry about what had happened. I kept getting emails from the mortgage company tell me they need more papers from even after they denied my loan.
Because I didnt get the mortgage in XXXX I missed out on the 4.375 % interest which would have made my load {$2000.00} a month. Now with interest rate going up to 6 % my payment is now a lot higher now.
On XX/XX/XXXX I was given a letter form the mortgage company telling me congratulations on purchasing your new home. The day before they asked for all my paystubs from XXXX and XXXX which I printed out for them and emailed them. They informed me the only thing that was holding up my closing was the paystubs and the XXXX I was on. Then on Friday the XXXX of XXXX they asked me for information on the large deposit I put into my account from my XXXX XXXX XXXX sale. I did send them the receipt for the XXXX statement. I did all this while focusing on my job at work. Then Monday came everything seemed fine I had no idea that anything was wrong up until the title company emailed me telling me that my time had been cancelled. My real estate agent called me telling me the deal had fallen through and that they are rushing to save everyone. The listing agent decided to come through and save everyone by purchasing the home. I would have to pay for the closing costs which was {$10000.00} and {$5000.00} for all the other cost. At that time, I was running out of choice because of the late cancelation my XXXX were on the way so it would have cost me even more to have them stopped. I finally got a call from my mortgage broker tell me what happen at around XXXX. Even after this mess and I lost all this money he told me he was sorry about what had happened. I kept getting emails from the mortgage company tell me they need more papers from even after they denied my loan.
Because I didnt get the mortgage in XXXX I missed out on the 4.375 % interest which would have made my loan {$2000.00} a month. Now with interest rate going up to 6 % my payment is now a lot higher now.
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| 12/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I refinanced and closed the mortgage with Guaranteed Rate in XX/XX/XXXX for my condo property. One of the major conditions to close is to have all valid property HO6 condo insurance and HOA property insurance.
After the loan closed, starting XX/XX/XXXX without my knowledge, Guaranteed Rate placed on my mortgage a Lender Placed insurance. In the middle of XX/XX/XXXX, I received the 1st letter from Guaranteed Rate asking for documents of property insurance to my surprise since these documents must be in their possession for them to close and finance the loan in the first place. The only channel for providing information is their online site at ihaveinsurance.com or mail. I provided the HO6 to them by both sending a physical copy through mail and through uploading to their website. I received an automated emails saying Documents received and will be processed.
By mid XXXX, I received another letter from Guaranteed Rate with the same content and say if I do not do so they will proceed to purchase the outrageous {$2600.00} property insurance and charge me accordingly. I then contacted Insurance department and was asked to upload the same HO6 documents to them on the website and again received confirmation of document received and processed. I assume the matter is close because there was nothing else that I could have done for something that is Guaranteed Rate 's own failure of maintain their own records.
Early XXXX, I received a letter saying they place the forced insurance of {$2600.00} on loan and this has started since XX/XX/XXXX. I called the Insurance department and this time they said they need the HOA master insurance policy and ask me to upload it again online. I did so and thought this time the matter would be resolved.
Mid XXXX, I received a letter saying my mortgage payment will go up an extra XXXX $ a month for the cost of insurance in an escrow account to them as a direct result of lender placed insurance. I contacted the Insurance department again and this time they said they have not received any documents from me. They also refused to provide me any physical email address to send these documents again to make sure they receive it. I uploaded the docs again, this time with both HO6 old and new documents, HOA master old and new insurance. Again, received the automatic confirmation. The customer service person also asked for direct contact of my HOA to ask them to fax over directly the HOA insurance documents that I already uploaded. I assume the matters end there.
Mid XXXX, I received the new mortgage statement for XX/XX/XXXX that says my mortgage payment will go up another {$540.00} starting XXXX XXXX. By now, it definitely seems to me that this company is trying to prevent me from updating my record so that they can force the expensive insurance on me. I called their insurance department again and again the answer is that they got zero documents from me. They told me to upload the information again and refused to provide me with any alternative to resolve the issue. When I threatened to file a complaint against the company and in the end the customer service people agreed to give me their XXXX so that I can send over the documentation. I sent over 2 emails to the said email address with all information of old and renewed HO6 policy, old and renewed HOA insurance to show that there is absolutely no gap in my insurance and the customer service person assured me that this has gone through.
On XXXX XXXX, I received an automated email saying they now received additional documents that I provided 2 weeks ago. This goes to show they lied to me about how they gon na expedite this matter. I email back and asked if they will promptly remove their wrong Lender place insurance on my loan but no response. I then call the Insurance department again, this time they say they only got the newer HOA policy XXXX XXXX XXXX and not the XXXX XXXX XXXX. I was beyond frustrated. I said I am willing to send over again one more time the documents to get this resolved today because I dont want to pay a lot more monies on my next payment, knowing it is gon na extremely difficult to try and get the money back from such loan servicer/lender. They told me to go and upload the information online and that they could not provide me any email address to send documents to. I expressed my anger and that I will immediately file a complaint that this company is trying to scam me and force me into buying that lender place insurance at an outrageous amount of {$2600.00} a year. They then said they will escalate and when the service person talked to the manager for 5 minutes. They come back and said they now have located all the insurance documents needed. When I asked if they will remove the lender placed insurance, the answer is not a straight forward answer that they will definitely do it for me, especially before XXXX XXXX when my mortgage payment goes up due to wrong lender placed insurance being forced on me. When I asked who can I ask who should I talk to regarding removing the increase in mortgage amount they could not give me any contact to escalate this. My only option is to hope that this time they take pity on me and release me from their effort to entrap me with this ridiculous insurance. I doubt that they will do anything or communicate to me when they remove ( if they remove ) the wrong lender placed insurance in time for me to avoid payment the increased mortgage amount starting XXXX XX/XX/XXXX. If I only pay the right mortgage amount that might cause negative impact on my credit score but I do pay the increased amount, it might take me 12 months to try and claim this amount back given it took me 4 months hopelessly trying to resolve the insurance issue.
I file this complaint in hope that should this Company fail me again and I am forced to take the financial loss this would evidence my effort and how wrong they have been treating their customer and how they have tried to trap customer with their preffered and unreasonable lender place insurance.
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| 09/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Complaint against : XXXX XXXX | NMLS ID : XXXX XXXX XXXX | NMLS ID : XXXX On XX/XX/XXXX my wife and I started the loan process with XXXX XXXX of GuaranteedRate.com through email. On XX/XX/XXXX we were referred to XXXX XXXX of GuaranteedRate.com to service our loan request for a condo in XXXX XXXX, AL. On XX/XX/XXXX we requested a pre-approval so we can start making offers. The pre-approval did not arrive until XX/XX/XXXX. This was the first time that XXXX XXXX stated he was, " sorry for the delay and began the trend that we saw throughout the process.
On XX/XX/XXXX we went under contract. XXXX was notified and a pre-approval for the exact purchase amount was requested. The pre-approval did not arrive to us until XX/XX/XXXX at XXXX XXXX. XXXX XXXX XXXX told us he was, Sorry for the delay.
Through XX/XX/XXXX and XX/XX/XXXX XXXX XXXX and myself had phone conversations about the different loan options we had available to us. We were presented a 20 % down option and a 25 % option. XXXX XXXX advised me over the phone that if I want to proceed with the 20 % down option, he will file an exception to lower the points on the loan and for my wife and I to sign the Loan Estimate and the change will be reflected in the closing documents. At the time it seemed odd, but this is the sixth mortgage we have done and have never been lied to by a Loan Officer before.
Just getting to this point in the process was an extraordinary effort on our part and our Realtors part to just get XXXX XXXX to reply to an email or answer the phone. We should have fired him at this moment. Unfortunately, for us we did not. His performance since has been even worse.
On XX/XX/XXXX our loan was approved and sent to the Loan Coordinator.
On XX/XX/XXXX we received our Closing Disclosure ( CD ). While reviewing the document, we found that XXXX did in fact not put in the exception to lower the point total on the loan as he had committed to over the phone.
Since the document arrived so late to us in the process, with zero communication from XXXX XXXX, we were in need of answers quickly.
I sent an email at XXXX XXXX asking about the commitment to lower the points on the loan.
At XXXX XXXX, I reiterated my question about the points. Not one person had been able to get in contact with XXXX XXXX up to this point. XXXX emails were sent by my wife and I after that without a response from XXXX XXXX.
At XXXX pm XXXX XXXX sent us the following email : XXXX XXXX Tue, XX/XX/XXXX, XXXX XXXX ( 2 days ago ) to me, XXXX, XXXX, XXXX XXXX XXXX and XXXX, I hope this finds you well.
We will ask for an exception for you which would equal one point.
This would bring the cost of the points down to {$3800.00}.
We can get you a new closing disclosure out tomorrow to reflect this.
Please do understand, if we wait until the corrected CD comes out, this will delay your closing.
If you sign the one that has been sent to you today, you can still close on time and your final closing disclosure will reflect the change.
Let me know how you would like to proceed.
Thank you XXXX asked us to sign the CD that was incorrect and he will have a modified CD out the next day.
At XXXX XXXX I emailed back asking for the exception in writing before I sign anything.
On XX/XX/XXXX at XXXX XXXX XXXX makes no mention of his written commitment from the night before and tells us we either sign the CD or move on from the loan. By now, less than a day from receiving the document, we had already missed the deadline to get it turned in and close on time.
At XXXX XXXX I request to only deal with XXXX XXXX manager.
At XXXX XXXX XXXX XXXX manager, XXXX XXXX, and I had a 19 minute phone conversation. It was clear that XXXX XXXX had not read what XXXX XXXX put into writing the night before. While on our phone call he read the email and said, I can see how that could be misleading. And confirmed to me that XXXX XXXX should not have put that commitment in writing. XXXX XXXX had no answer for the horrible service we had experienced up until that point and made it very clear he did not care. He did not care about what commitments his employee made in writing, he did not care if we had customer service complaints, he did not care if his company kept our business or not.
XXXX XXXX was asked over email many times to explain why XXXX would not honor a commitment in writing from one of their Loan Officers. XXXX XXXX refused to answer. Probably because admitting to the Bait and Switch sales tactics his team employs would cause him to lose his license and possibly go to jail. We have evidence in writing of a commitment made to us that XXXX XXXX and XXXX XXXX had no plans of honoring. It was simply a sales trick to get us to sign a document that we were not comfortable with. This has resulted in us having to commit over {$3000.00} extra dollars at closing to pay for points we were told in writing would not exist.
XXXX XXXX lack of professionalism throughout the process was astounding and did not get even close to living up to GuaranteeRate.com CEO XXXX XXXX quote on the front page of their website : Weve grown from a startup to the countrys 7th largest retail mortgage lender through word-of-mouth, one customer at a time. Our Net Promoter Score is not just industry-leading, but world-class. Our goal is to ensure every customer is so happy, they gladly refer us to family and friends.
The only recommendation that I can provide for anyone considering working with such an unethical company like GuaranteedRate.com is DO NOT! They will lie to you over the phone. If they lie to you in email, they will not stand by their word.
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| 02/13/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Hello, Back in XXXX during Covid I had my house up for sale and in XX/XX/XXXX I was going to take it off the market as the 6-month renewal with my previous realtors was going to expire as it was on the marked from XX/XX/XXXX, I believe it was.
I received a flyer in the mail from XXXX XXXX XXXX XXXX XXXX stating they could sell my house for me, etc. The person who was doing business on behalf of them basically said they would buy my house and I could move into my " dream home. '' It turned out this was all a scam, the guy frauded me and has yet to pay me the {$100000.00} he owes me, and he does this to many people as he sets up LLC 's and when people try to sue him, there is no money in the LLC to claim as there is no value to them. Many judgments against him.
The concern I have is that in order to work through the process of being able to move into this 2nd home, I needed to do a cash out refi. I am clueless and ignorant when it comes to all these numbers and how things work. I only owed {$60000.00} on my house and when I talked with my own bank about doing a cash out refi as that is what I was told by this XXXX XXXX that I needed, my loan officer said I would not qualify as my house was not off the market for 90 days. I also reached out to XXXX XXXX and they said the same thing.
After telling this XXXX XXXX, I could not make it work as I didn't qualify for this type of loan and basically telling him it wasn't going to work, he said he could make it work. He then introduced me to this XXXX XXXX of Guaranteed Rate. ( I have emails I can share with you and needless to say, she no longer worked there when I reached back out later in the fall of XXXX. ) Needless to say, she did a cash out refi for me and again, not being savy to what any of this meant and her knowing I could not afford two mortgages, she worked it out by saying XXXX XXXX would take over the one loan in the amount of {$180000.00} I believe it was for my XXXXXXXX XXXX home, and he would take over payments by making monthly payments to me making it look like he was leasing the property from me. So, this created an " income. '' I think had another loan for around {$290000.00} ( not exactly ) for the new house I wanted to buy. What I found interesting was that my XXXX, XXXX house appraised for a lower value, so this XXXX XXXX lowered the agreed price he was going to pay me that we agreed upon, but now I was already in agreement with the other sellers on new house in which my appraisal came in at exactly the sellers asking price of {$450000.00} and the appraiser never even went to inspect the house. Interesting on how one uses the excuse of covid to not go inspect and how convenient that the appraisal comes in at asking price, yet the other appraiser came out to my house, inspected inside and outside, made mistakes on her assessment yet they wouldn't change the report by only a XXXX XXXX XXXX.
I was to close on both homes on XX/XX/XXXX. XXXX changed the date of closing to make sure I would own and close on the new home so he then could try and pull things by adding stuff to closing agreement that I never agreed to. He ripped me off initially by dropping agreed price from {$400000.00} down to {$180000.00}.
So, here 's another interesting fact. I reached out to XXXX XXXX XXXX XXXX XXXX to make a complaint about XXXX and his practices. They of course would not take any responsibility for how does business nor would they put me in touch with a manager. I finally found out who the manager was. It is a XXXX XXXX. Here is another interesting note, the vice president for Guaranteed Rate is XXXX XXXX. He approved of my loan. Is this just a coincidence? Are they family?
There was a lawsuit against Guaranteed Rate in XX/XX/XXXX for allegations that violated false claims act of XXXX. ( You can find it on the internet ) and I wonder if my loan is not one of them. My home loan was set up between XXXX XXXX of Guaranteed Rate to allow XXXX XXXX to obtain my home from me by doing this cash out refi. My house was never leased nor were those the intentions. It was all fabricated to provide me these two types of loans which again, I was told by two other mortgage companies that they could not do these loans for me since my house was not off market for 90 days. They would get in trouble. Yet XXXX XXXX very confidently says he can get me one. The bank makes money, XXXX made money, and they all think I was happy about it as I supposedly got the home I wanted. Not hardly. XXXX later took the home out of my name ( fraud ) and has not paid me the balloon balance after he sold my house. I filed a lawsuit against him at end of XXXX, last year in XXXX we went to mediation, came to another settlement which again was another {$20000.00} lower than what he owed me again now robbing me of over {$50000.00} to what was agreed upon, he failed to pay off that balance in agreed time and now pays me nothing. My lawyer says I will probably not see a dime because he sets up all these LLC 's and moves money around and those who sue him get nothing because there is no value or money in the LLC 's. If they do sue him personally ( if judge agrees to it ) you are waiting in a long line to get money as he has so many judgments against him. As stated, XXXX is no longer with Guaranteed Rate but is with another mortgage company. I have reached out to her manager at Guaranteed Rate and he claims not to know anything or is hiding information. He claims to not know who XXXX XXXX is, the vice president of Guaranteed Rate.
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| 04/16/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My husband and myself purchased our home in XX/XX/XXXX and had an escrow account for our property taxes set up. Come XX/XX/XXXXwe had absolute STICKER SHOCK! Our issue with the situation is that we felt deceived after receiving documents showing an increase monthly mortgage payment as a result of a shortage in our escrow account. When given our " estimated '' monthly mortgage payment ( including escrow- property taxs, home owners insurance etc.. in XX/XX/XXXX) we were given a drastically smaller number. We had no idea that the number presented to us included an outdated estimate of the property taxes we would be paying. The tax estimate was based off the purchase price from what the previous owner paid for the home in XX/XX/XXXX. A " Good Faith Estimate '' was not presented to us which is a federal law they must abide by. When we purchased the home in XX/XX/XXXX we paid almost double the purchase price of what the previous owner paid 15 years earlier. Obviously the increase in the property value would logically increase the property tax however we were NOT made aware they were accounting for HALF of what we would be owing in property tax for the XX/XX/XXXX year. My question is, why did we pay for an appraisal on the property for the lender when that figure wasn't even factored in when estimating the amount of money to include in the escrow account for property tax? Is it not the lender or title company 's responsibility to factor in the NEW estimated property taxes? They had all the tools to give us a " good faith estimate '' and they chose to use the old tax information to make it appear as though we would be paying a lot less. Basically they did not account for a minimum of {$110000.00} more we'd be paying in property tax over the life of the loan. This has caused an increase of {$800.00} MORE PER MONTH for our home mortgage. This has put my husband and myself in EXTREME financial distress and both the title company and lender have denied any wrong doing.
Our approximate mortgage payment was presented to us as $ XXXX/month by the lender back in XX/XX/XXXX before purchasing the home. We ultimately decided to purchase the home with a fixed rate mortgage because the price range was within our budget. Fast track to XX/XX/XXXX when our loan is sold to XXXX XXXX and we receive notification that our escrow is in shortage of {$4300.00} ( approximately ). We are now back-paying that amount in addition to our increased monthly mortgage payment to cover what we actually pay in taxes per year. This has shot our monthly mortgage payment to OVER $ XXXX/month. After covering the remainder of last years shortage our monthly payment will be somewhere around $ XXXX. Bottom line, had my husband and I known this house would push us in that range we would have decided to purchase a different home. We have a FIXED budget and we were deceived into thinking we'd be paying one price for our home. While we have been making the inflated monthly price without defaulting on our loan, every dollar we have to now pay towards the lender and title agent 's error in calculating our property tax we will lose THOUSANDS in interest that could be paid towards student loans. This type of poor business practice could send any family into default.
The lender failed to 1. Make a good faith disclosure of the real estate taxes which would be part of our financial obligations in purchasing the property and repaying the loan.
2.Properly create a new escrow account by failing to estimate disbursement amounts using reasonable judgment based on information reasonably available or known to it. The amount of real estate taxes which we, as purchasers and borrowers, would be obligated to pay upon closing was a readily known amount. The tax could have been easily determined at the time of the initial loan disclosure and certainly by the time of closing/settlement by a simple check of the public record by the settlement agent or the lender. The amount is determined by multiplying the sale price of the home ( which was known by Lender ) by the applicable tax rate, which is public record. Under Kentucky law and based upon information readily available in the public records of XXXX County, Kentucky, the real estate taxes which should have been disclosed to us totaled {$8500.00} ( approximately ) but the settlement agent and the lender reported the taxes as only {$4100.00} ( approximately ). They simply stated the taxes paid by the PRIOR owner, which under Kentucky tax law is not a justifiable, reasonable, or good faith statement of the taxes which we would be paying or in compliance with federal regulations [ Regulation X 1024.17 ( 7 ) and Regulation Z 1026.39 ( g ) ( 3 ) ] The Lender and the settlement agents negligence or failure to comply with federal regulations resulted in a drastic shortage in the escrow account and has caused us a great deal of financial hardship.Had we been informed by the initial disclosure of what the taxes would be and therefore the escrow amount, we could have shopped around more and perhaps found a lender with a lower rate or lower closing costs.
The closing agent failed to accurately disclose the taxes that we would be paying and which would be used to calculate your escrow account.
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| 03/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In mid XXXX of XXXX, I contacted XXXX XXXX ( NMLS # XXXX, CA DRE # XXXX, CA DFPI # XXXX ) to refinance my home. XXXX XXXX answered my phone call and became the loan originator. He ran my credit, I sent all of the information he requested, which took multiple hours to gather and email it to him. I also payed {$30.00} to wire {$2900.00} for escrow payment, and on XX/XX/XXXX, owning sent a public notary to sign the loan documents. All of the documents were signed with a disbursement date of XX/XX/XXXX.
**XXXX merges with guaranteed rate ( NMLS XXXX # XXXX XXXX 1 during loan processing.
On XX/XX/XXXX, I received an email from XXXX XXXX ( XXXX loan processor ) requesting me to update information on my home insurance. I contacted my insurance agent and the information was sent to XXXX on XX/XX/XXXX.
On XX/XX/XXXX, I check my loan with my lender and noticed that it had not been paid off by XXXX. On XX/XX/XXXX, I sent XXXX an email requesting an update on the loan. XXXX did not reply to my request. On XX/XX/XXXX, I sent another email to XXXX requesting an update on my loan. XXXX did not reply to my second request.
On XX/XX/XXXX, I received the following from XXXX : Our entire company staff was just informed that we will be merging with Guaranteed Rate at the beginning of XXXX.
Our systems will be merging and integrated which means that we will need to have you re-sign in XXXX.
I apologize for any inconvenience this will cause, but the terms of your loan will remain the same.
Once the integration has been completed, Ill be in contact with you again for signing of the loan docs.
For now, please make your XXXX mortgage payment ASAP and confirm once the payment has cleared so I can get the updated payoff demand ordered.
Although I was extremely frustrated with the process, I felt like I was trapped, especially because they had my money.
On XX/XX/XXXX, I contacted owning requesting an update on my loan and I received the following from XXXX : My licensing has finally transferred over. I have your new disclosures almost ready to go. No changes to your loan terms but you will have to docu-sign again.
Im just working on the new disclosures to get sent out. They should be in your inbox tomorrow.
On the same day, XXXX also informed me that he needed to run my credit again. Although I was not happy about it because hard checks lower credit scores, I felt like I had not option because they had my money and he had previously informed me that all terms and conditions will remain the same. Per his email on XX/XX/XXXX, I was going to re-sign in XXXX. Therefore, I did want to start the tedious task of starting all over with a new company.
On XX/XX/XXXX, I received the new disclosures and upon looking at them, I noticed that the escrow, along with other fees, were going to be added to the loan. I then inquired about the {$2900.00} I wired in XXXX for escrow. I have not received a response.
On XX/XX/XXXX, I emailed XXXX asking if she had an estimated closing date, considering that XXXX had told me I was going to re-sign in XXXX. XXXX did not respond to my email.
On XX/XX/XXXX, I emailed XXXX requesting an estimated closing date. XXXX did not respond to my email.
On XX/XX/XXXX, I emailed XXXX and XXXX and notified them that I was going to be submitting a complaint with the State due to the extremely loan time it was taking to close my loan after all of the documents had been signed and notarized.
XXXX replied the following : Do you want us to cancel the loan process? We're still looking to close this month. Please advise.
Without explaining anything to me, the closing date had changed from XXXX to XXXX. Later in the day, I received an email from XXXX with a To Do list.
As I looked at the items requested, I noticed that I had already submitted them when I initially applied for the loan ( e.g., HOA dues bill, mortgage statements, paystubs, w-2 forms, insurance information, etc. ) Later in the day, XXXX replied to my email and stated that I would need to resubmit the documents.
In summary, please note the following : I was never notified of any potential merger between XXXX and Rate Guaranteed. This information was completely hidden from me as a consumer.
Through a needless second credit check, they have damaged my credit scores.
It took me hours to gather the documents and email them and now they are asking for the documents again.
Additionally, they have had {$2900.00} of my money for over two months, making interest off of it.
As of today, I am stuck paying a higher rate on my loan ( currently 3.25 compared to the rate I signed with XXXX, which is 2.625 ).
On XX/XX/XXXX, XXXX informed me that we would re-sign in XXXX. It is now XX/XX/XXXX and that has not happened. As of today, I have no idea when my loan is going to be funded/closed.
On XX/XX/XXXX, XXXX stated that all terms and conditions would remain the same but today I was informed that I need to submit a new application.
Owning knowingly and intentionally kept this information from customers because they knew that if customers were told that it would take over XXXX months to close their loans, customers would have shopped other companies.
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| 04/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
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We began a refinance transaction with Owning on XX/XX/XXXX. Everything went well, I submitted all of the documents that were requested, and our loan was approved. We signed loan docs on XX/XX/XXXX. On XX/XX/XXXX, our loan processor informed me that our loan was " cleared to fund today. We should have it funded within 5-7 business days. '' When nothing happened, we asked our processor for an update on XX/XX/XXXX. That's when the trouble began. We were informed by our processor that " our company is in the middle of a merger with Guaranteed Rate was in the middle of a merger with Guaranteed Rate, '' and that " we could see a delay in funding to around the first week of XXXX. '' On the same date, we asked if there was " any chance whatsoever that the company will back out of this commitment? '' The reply from our processor was " No the merger is already set in stone from what I am told. Its just a matter of converting our systems to match theirs. Im told it should be XX/XX/XXXX when that takes place. The reason being is that our lending line is capped until we can free existing mortgages we have funded. I have asked my manager to put you in the priority queue for funding. Should have an answer in a couple hours. '' On XX/XX/XXXX we asked ", is there any chance the file will be re-underwritten or is the approval firm? Is the only issue when you will have sufficient funds to record the loan or is there more we should be concerned with? Any update today about a recording date? '' The reply was " Owning is simply becoming an independent arm ( DBA ) of Guaranteed rate. They just offer us more buying power in the market. Nothing will change about our approvals/process. If you do decide to reapply with us under Guaranteed rate, the most we may need is updated paystubs. '' Further, on again on XX/XX/XXXX, we were told " You are already cleared for funding which means your in the priority funding Queue. If you choose to have your loan funded instead of reapply, nothing more is required from you. '' However, also on XX/XX/XXXX, our processor casually mentioned that if we reapplied through Guaranteed Rate, the funding might come more quickly, and " Nothing will change about our approvals/process. If you do decide to reapply with us under Guaranteed rate, the most we may need is updated paystubs. '' we decided to re-apply through Guaranteed Rate, and as you will see, the above proved to be untrue.
I believe that the loan documents we signed called for a rate of 2.625 % and 1/4 point cost ; it might have been 1/2 pt. cost. On XX/XX/XXXX our loan officer said if we resigned with Guaranteed Rate, our rate would go to 2.375 % and 1/4 pt. On XX/XX/XXXX, all costs to us were eliminated. On XXXX XXXX, our processor told us " We will extend your lock at our cost 100 %, we want to complete the process ASAP. We have an incentive to have you sign by the 8th so we are pushing hard for it. '' Now please remember that on XX/XX/XXXX were told that no further documentation other than updated paystubs would be required for funding with Guaranteed Rate. However, on XX/XX/XXXX, we received a conditional loan approval asking for more documentation. This has continued to the present day ; they keep asking for more, we provide what they ask, and still no answer as to funding! When we inquired as to why, our processor said " the underwriters here are more rigid than ours. '' This after we were told no further documentation would be required. Nonetheless, we have promptly supplied whatever has been asked. At some point around the middle of XXXX ( sorry but I can't find the exact date ) in exasperation over the delay, we said we would accept the terms of the loan documents that we had signed on XX/XX/XXXX, because it is still a significant savings over our current payment. No reply to this request was ever received. Again reminding you that I have in writing that no further documentation would be required, on XX/XX/XXXX, I received a request for further documentation and we promptly provided all that was asked. Our processor said that he would be " submitting today for review. '' When we asked how long this would take, we were told " Usually 24-72 hours. '' Of course, we heard nothing. On XX/XX/XXXX, we asked the processor why we had received no response concerning loan documents, our processor replied " the head underwriter confirmed he is looking at your loan today. '' We heard nothing. On XX/XX/XXXX, I wrote to the processor and loan officer asking what was going on? I also called the loan officer that day and literally screamed at her for the approximately 4 months this transaction has now taken, a loan that should have close by XX/XX/XXXX, She said she would speak to the underwriter and get back to me. She did, and said that, although she could not promise anything, we should hear something by late afternoon on XX/XX/XXXX. If you have read this far, you should be able to discern that we are still waiting for that communication. We have finally had enough and are submitting this complaint.
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| 07/14/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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NEW YORK and XXXX, XX/XX/XXXX /XXXX/ -- XXXX, XXXX ( XXXX : XXXX ), the nation 's largest independent brokerage and a leading real estate technology company, and Guaranteed Rate , Inc. ( `` Guaranteed Rate '' ), one of the nation 's five largest retail mortgage companies, today announced they have entered into a definitive agreement to form XXXX, a new mortgage origination company.
Compass and Guaranteed Rate are natural partnersGuaranteed Rate is the number one non-bank lender for Compass agents, and both companies have deep expertise in the jumbo space. Once Guaranteed Rate 's digital mortgage platform is fully integrated into Compass ' suite of XXXX cloud-based software, XXXX will drive efficiencies throughout every step of the mortgage process to bring a faster, more seamless and completely transparent home buying and selling experience to loan officers, agents and clients.
XXXX will originate mortgages for clients of Compass ' real estate brokerage, as well as any other brokerage, making loans available to a broad consumer audience. The new venture will combine the power of Compass ' end-to-end technology platform with Guaranteed Rate 's superior digital mortgage capabilities to quickly drive growth. XXXX will directly unite agents with loan officers to create a cohesive team that will reduce consumer uncertainty in the homebuying process and ultimately lead to much greater customer success and satisfaction.
" Partnering with Compass and XXXX XXXX to rapidly build a best-in-class, tech-focused mortgage company is really exciting, '' said Guaranteed Rate Founder and Chief Executive Officer, XXXX XXXX, whose companies collectively are having their best year ever, closing more than {$60.00} billion in loan volume since the start of XXXX. " With interest rates creeping up, limited housing supply and refis slowing down, right now couldn't be a more perfect time to hire the best of the best of the top loan officers and sales leaders throughout the country. '' The mortgage origination industry presents a multi-billion-dollar opportunity for Compass to bring its agent-centric approach and end-to-end technology platform to this critical component of the real estate transaction.
" Over the past eight years Compass has been laser-focused on building a company that empowers top agents across the country, and with XXXX we're creating a direct connection between these agents and the top loan officers in the industry, '' said XXXX XXXX, Founder, Chairman and CEO of Compass. " Buying a home is the most emotionally and financially significant decision of most people 's lives and the role of the agent is to make the process as stress-free as possible. XXXX brings together two digital-first companies to deliver a mortgage product that provides a seamless and transparent experience for agents and their clients, which ultimately leads to a simpler real estate transaction for everyone involved. '' XXXX will be available to all consumers in every market where Compass operates and XXXX is licensed regardless of the brokerage they choose to work with. The new venture intends to modernize the real estate transaction process through increased speed and efficiency for loan originators, agents and their clients. Loan originators who join XXXX will be able to leverage the growth-driving innovations developed by Guaranteed Rate, including its proprietary operational flow, unique products and pricing structure, a true digital mindset that integrates advancements in XXXX, and an industry-leading XXXX program designed to drive success.
The creation of XXXX comes amidst another record-setting year for Guaranteed Rate, whose companies funded more than {$73.00} billion of total loan volume in XXXX, and is on pace to have a record XXXX. Compass is currently home to over 22,000 agents, serving hundreds of the top cities in the country. Last year these agents transacted approximately {$150.00} billion in residential real estate and completed 66 % more transactions than they did the year before, making Compass the largest independent real estate brokerage in the country.
For more information, visit : XXXX This partnership is an attempt to bypass RESPA regulations and antitrust regulations by a licensed broker and a licensed MLO. RESPA prohibits consumer steering between these entities. Consumers must shop for their mortgages openly, they must shop for their broker commissions openly. If companies like this continue to abuse federal regulations, consumers will end up being steered against their best interests, toward fewer options. Compass is not an end-to-end platform, it is a real estate broker. GR is not a technology service, its an MLO. CFPB needs to set these things apart for the good of the open competition.
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| 09/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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To whom it may concern : On or about XX/XX/XXXX, I contacted Guaranteed Rate ( rate.com, ) to refinance my home.I was quoted a " No Cost, No out of pocket '' refinance at 4 % for around {$470000.00}. I rounded up the required documentation and supplied to XXXX, XXXX XXXX of XXXX ( XXXX, XXXX. ) I was given a cloing date of XX/XX/2019. A mobile title rep came to my house to sign papers, at no time during the signing was I told I needed any money to close. The Title company was XXXX XXXX and the Title Agent was XXXX XXXX, XXXX, XXXX, FILE # XXXX. I signed on XX/XX/XXXX with a promised close of XX/XX/XXXX. On XX/XX/XXXX, I received this email, This is the actual email, I have saved every email from day 1.
____________________________________________________ Hi XXXX and XXXX -- Congratulations! All documentation is complete and the funds for your loan have been disbursed to your prior lender to pay off your existing loan. The final step in the loan process is now complete, and your mortgage refinance has funded.
The loan package you received at closing has important information on payments, due dates, and your payment coupons. You can contact our Servicing group with payment questions at XXXX.
Your feedback is important to me! You will be receiving a customer satisfaction survey and would greatly appreciate if you completed it at your earliest convenience.
If you have any questions about your loan, please dont hesitate to contact me or my team at any time. And if you know of anyone currently looking for a new home or considering refinancing their current mortgage, please send them my way. Your referrals mean the world to me.
Thank you for choosing to work with me, my team, and Guaranteed Rate!
Regards, XXXX XXXX XXXX Mortgage Specialist XXXX XXXX/XXXX O : ( XXXX ) XXXX - F : ( XXXX ) XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, and XXXX XXXX, IL XXXX NMLS ID : XXXX Here 's where it gets bad.
The day before my vacation, on XX/XX/XXXX, I receive mail from my previous lender, I think it's a thank you and a confirmation of payoff. It was actually a past due notice with a late fee. I called them, XXXX XXXX, loan # XXXX, and said I thought the loan was paid off, they responded that the loan was not paid off and is 26 days late and if I don't pay before the end of the month, it would be reported to credit bureau, ( see above email from XXXX saying my previous loan has been paid off! ) I then called XXXX and after a series of calls to see what happened, they said I owed {$1200.00} to close and that I had to get the money to Title asap so the loan would close before the XXXX, it's now XX/XX/XXXX and I'm out of state, this problem has now become mine and mine alone. Again, I am on vacation and now had to scramble to get wiring instructions from Title and hope my bank could get the money sent in time, bottom line was I got it to them and my old loan got paid off, 4 hours before the wire cut off and the end of the month. If I had not opened the letter from XXXX XXXX before I went on vacation, I would never have known and my credit would have been greatly damaged.
I contacted XXXX XXXX stating my displeasure and requesting a refund of {$1200.00}, he sent me to his manager, XXXX XXXX, XXXX.
Mr XXXX emailed me today, XX/XX/XXXX to say : _____________________________________________ Hi XXXX, " Upon further review, it is Guaranteed Rates position that we will not be crediting the amount of {$1200.00} as this amount pertains to the payoff on your previous loan.
If you have any other questions let me know.
Thank you XXXX XXXX Director of Online Lending XXXX XXXX O : XXXX - C : XXXX F : XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX, XXXX, IL XXXX NMLS ID : XXXX A ) How does a lender send an email to a client saying the loan has funded and your old loan has been paid off???
B ) If there was indeed {$1200.00} dollars owed, how am I not given an option of paying that or rolling it into the new loan, which I know can be done at closing with ease. This was never offered.
C ) I feel that XXXX 's irresponsible practices nearly cost me my credit and their nonchalant reponse to me by accepting no responsibility in this whole mess, makes them liable.
I also feel that sending out an email stating the loan has funded and I am all set with the new mortgage is fraudulent at best.
Thank you for looking into this matter for me, I feel that I have done my best to resolve this matter internally and have gotten no acceptance of liability from XXXX My loan # with rate.com was XXXX, I know the loan has already been sold. I hope I have given you enough information to research this situation.
Sincerely, XXXX XXXX XXXX XXXX United States XXXX XXXX XXXX XXXX ( c )
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| 02/06/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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On XX/XX/XXXX XXXX XXXX and I were approved for a XXXX ARM with specific outstanding conditions listed on a conditional approval letter sent to us by Guaranteed rate. Between XX/XX/XXXX and XX/XX/XXXX I worked with XXXX XXXX to get the required conditions satisfied in ample time for our scheduled closing of XX/XX/XXXX.
On Thursday XX/XX/XXXX, I received a call from XXXX XXXX who has been working on our file in a Loan Coordinator position. She advised that the original underwriter on the file was no longer with the company, and a new underwriter had taken over and started from scratch having to re-underwrite the file. Due to that, there were some additional items they needed. She advised she would send me a list so I could obtain those and get them back to her. The list consisted of items I am not unfamiliar with and had fully expected we would need to provide at some point during the process. This was the first I had heard of a new underwriter on the file. All items were provided to XXXX to allow us to line up appropriately for our signing on Friday XX/XX/XXXX. There was no mention of the sale of the property we were departing aside from a request for an HOA statement for that property.
On Thursday I met with our Real Estate Agent ( XXXX XXXX ) for a final walk through on the property we are purchasing and she mentioned as far as she was aware the only thing XXXX was waiting on was a conditional approval from the buyers on the property my family and I were departing at XXXX XXXX XXXX XXXX. I thought it odd that this was required since it had been discussed ( numerous times ) that we were to be ( and had been ) approved with both mortgage payments and using 100 % gift funds for the down payment on the property were purchasing and securing the loan for ( XXXX XXXX XXXX ). I had never seen a condition advising that, nor had I been told that by anyone at XXXX prior to my agent making a passing comment about it. Once again, I didnt think anything of it since we were moving along on the sale.
XXXX XXXX called me that day and advised that was the only thing they were waiting on. As I was in the middle of some work projects I didnt think anything of it until later that night at which point I sent him an email asking why that was needed if the loan was not contingent on the sale of our property. He advised they needed to see that it was in fact under contract but not sold ( once again, the first time I had heard about that since it was made very clear early on that we needed to qualify with both payments ). I expressed my frustration at the fact we were never notified but pushed it no further since it was not an issue at that point.
On Friday, we were notified that a property our buyers were selling had fallen out of escrow and they would not be able to proceed with the purchase of our property leaving us in a situation whereby XXXX would not move forward on our loan and thus not be able to provide the necessary conditional approval to XXXX allowing us to close.
We lifted the final loan contingency on the property we were purchasing under the premise that provided we satisfied all conditions provided to us in the conditional approval our loan would fund and purchase be complete. We accepted that there were new conditions added and satisfied those in a timely manner. Further, our Real Estate Agent was advised by XXXX that we were clear to move ahead and lift the loan contingency. As we were never notified that the specifics of our loan had been altered to allow us to qualify ONLY if our property was being sold ; material information allowing us to make an informed decision on whether to lift the final contingency on the purchase of the property was withheld.
Over the coming days XXXX and I worked with XXXX to try and restructure the loan to get it approved again. His only viable solution was a single premium PMI payment which would reduce our DTI to within allowable tolerance levels. We verbally agreed to this and requested the lender cover the ufront payment of approximately 7500 as we viewed it as their fault. XXXX verbally agreed to at least half.
At an event the following night put on by our RE Agent we ran into XXXX and he gave us his apologies and said he would work on the credit but gave us no figure. He advised he would call me to discuss on XX/XX/XXXX ( he never did ). XX/XX/XXXX we were advised loan docs were drawn and we had never been told about the credit which ultimately amounted to XXXX.
In the end we were put in a position where we either needed to come up with an additional XXXX OR lose our XXXX earnest deposit. XXXX too the stance that they got the loan done and were in no way at fault.
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| 06/29/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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On XX/XX/2020 I obtained a pre approval for a mortgage loan through Guaranteed Rate Mortgage. This was to be a VA loan. It was to close on XX/XX/2020. The appraisal had already been completed and the earnest money had been paid. There was a delay due to several factors : 1 ) the mortgage lender rep XXXX XXXX had XXXX and his wife had a XXXX and the closing was pushed to XX/XX/XXXX.
2 ) in XXXX, the company stated they wanted to get the DTI ratio down from 52 % to below and requested that my wife put an interest free account in her name in the amount of {$4600.00}. She did this to help secure the loan.
3 ). On the day of closing on XX/XX/XXXX, we were informed that the company was seeking an exception for the loan to go through and asked for an additional week, putting the closing out to XX/XX/2020.
4 ) On XX/XX/2020 I received a denial notice stating that my DTI was too high both before the loan and after. These were listed as excessive debt and insufficient income.
5 ). I requested that the {$650.00} paid for the appraisal be refunded. They refused stating that I would only have gotten that back had they closed the deal. Emails indicated that when I paid this it would be returned to me. It did not specify that only if the deal closed.
6 ) Guaranteed Rate has failed to communicate well throughout the entire process. I have contacted people all the way up through the general manager without response.
7 ). I lost the opportunity to purchase the home I wanted.
8 ) Guaranteed Rate Lists that they have an XXXX rating through the XXXX and that they are accredited. Neither of which is true.
9 ). I finally obtained a copy of the appraisal on XX/XX/2020 along with information from my own employer. They refused to give me documentation regarding their decision and my income as required by the Frank Dodd Act in terms of any validating information as to why they denied the loan.
10 ). I am in contact with a new mortgage company who informed me that they had to request a certificate of eligibility from the VA. This should have been done during the almost 60 days the loan process with Guaranteed Rate was involved. They have not given me information as to why it did not properly go through certification with the VA.
11 ). I feel like the company claimed to be able to do something they could not do. They took my money, had me jump through hoops and were lacking in customer service, communication and ethics. To lie and state on your website that you are accredited with an XXXX rating and not be ; and to never file for the VA eligibility is unethical at best.
I would appreciate your help in not only getting compensated for at least the {$650.00} for the appraisal but also to keep this company from doing this to others. On their website there are clearly realtor friends who have given them positive feedback, again something very unethical. They state they have a net promoter score of XXXX but I can not find anything to support that either.
They in all took money from me, had me refinance an interest fee loan and put them on my wifes credit cards ( my payment was only XXXX a month ). The only other credit I had outstanding is approximately {$15000.00} on a car loan which is {$340.00} per month. I do not understand wherein they state the car payment alone is excessive debt. I make {$13.00} an hour and work 40 hrs a week ( that does vary some in XXXX and XXXX because it is A XXXX XXXX business ). However I am also slated for an increase to at least {$15.00} an hour in XXXX. I provided them copies of my paystubs on the first day of my application earlier in XXXX. It shows the YTD income. I also provided three months of paystubs showing 40 hrs a week ( there was a week or two I was affected by Covid but my employer compensated me {$860.00} for that time. Somehow they determined in a method of average to count my income as being {$1500.00} a month instead of actual income. I have excellent credit ( XXXX ). It was XXXX when credit was first pulled. I would never not pay my mortgage. I pay my rent and have never missed a payment. I have had a mortgage in the past through the VA and through a credit union, all of which were paid in full.
Anything you can do to number one : get my money refunded and make sure these crooks do not continue to harm the hard working American people.
I can send you emails and appraisal reports etc if you need it but please let me know I am attaching the XXXX site where it shows they are not accredited and the site where they claim they are. I am also attaching the approval letter and the denial letter.
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| 02/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I am one of the sellers and am filing this complaint for the Sellers and Buyer ( s ) against Guaranteed Rate XXXX and XXXX XXXX for the unprofessional handling of the contract process and XX/XX/XXXX closing process resulting in {$15000.00} additional costs to Sellers.
This was a family transaction from parents ( sellers ) to daughter and son-in-law ( buyers ) with parents gifting {$80000.00} in equity. The daughter, son-in-law and their children had been residing in the house for approximately 2 years, from XX/XX/XXXX to XX/XX/XXXX, closing.
( 1 ) When reconciling the sales contract information with closing documents, I noticed a {$7500.00} discrepancy in the XX/XX/XXXX signed TREC contract and closing documents for 3rd party financing : Signed TREC XX/XX/XXXX Closing Difference Sales Price payable by Buyer {$80000.00} {$80000.00} Sum of all 3rd Party Financing {$170000.00} {$170000.00} {$7500.00} Sales Price {$250000.00} {$250000.00} XX/XX/XXXX, XXXX XXXX left me a voice message that based on Buyers ( daughter and son-in-law ) loan application we have a lot of wiggle room and can do whatever I ( Seller ) wanted.
XX/XX/XXXX XXXX XXXX originated and routed the TREC Sales contract with 3rd Party financing at {$170000.00} ; Buyers signed XX/XX/XXXX, Sellers signed XX/XX/XXXX.
( 2 ) XXXX XXXX and XXXX XXXX failed to update us on the final equity gift amount for closing, allow Seller a say on the {$2000.00} increased amount or make changes to the gift amount before closing, Clearly, the Buyer did not need our additional {$2000.00}, since he received a {$2800.00} refund at closing : XX/XX/XXXX estimated {$82000.00} gift letter received by email from XXXX XXXX with Guaranteed Rate stated : this is an ESTIMATE and can be changed later, please sign their loan needs to put in underwriting.
XX/XX/XXXX email clarifying {$80000.00} gift amount to XXXX XXXX, Mortgage consultant with Guaranteed Rate.
XX/XX/XXXX signed TREC form supported previous verbal conversations with XXXX XXXX of our intent to gift {$80000.00}.
XXXX XXXX failed to update us that the Buyers information changed removing our daughter, making the {$82000.00} equity gift wholly to our son-in-law.
( 3 ) XXXX with XXXX XXXX suggested I get monies I believe we were owed from my daughter, who is not listed as a Buyer. XXXX suggestion and anything returned by my daughter or son-in-law does not reduce our gift amount or associated income taxes due on the increased gift.
My first call went to XXXX voice mail, I told her the gift amount and taxes were wrong and I would file a complaint. She returned my call apologizing said she saw it as soon as I called. She could adjust our closing cost and sent new closing documents removing the {$81.00} survey cost.
XXXX said it was too late to correct the other, it would take 2 days and XXXX would be out of town and unavailable, XXXX would have to return monies to me as she was getting a refund. She would call XXXX and have XXXX explain it to XXXX.
( 4 ) XXXX XXXX failed to provide Seller copies of closing documents for review before closing. We received XXXX email of pre-closing documents on XX/XX/XXXX, one day after closing.
( 5 ) We paid the property taxes twice, {$2200.00} was taken at closing and remained unpaid against us/Seller as of XX/XX/XXXX with {$2500.00} due.
( 6 ) Sellers loss : {$15000.00} Sales price {$7500.00} Increased gift {$2000.00} Taxes taken at closing {$2200.00} Taxes paid as past due {$2500.00} Taxes on increased gift {$700.00} ( estimate ) ( 7 ) Buyer did not receive closing documents prior to closing.
XXXX XXXX with Guaranteed Rate represented both parties. XXXX XXXX managed communication between the parties by phone calls and text. XXXX XXXX prepared, distributed, and managed the TREC form and recommended finance options to the Buyers. XXXX XXXX, Mortgage Consultant with Guaranteed Rate managed gifting communication between the parties. XXXX XXXX with XXXX XXXX managed the escrow process. XXXX XXXX, Escrow Officer with XXXX XXXX managed the closing documents and closings.
XXXX XXXX and XXXX XXXX, Guaranteed Rate failed to keep Seller informed or updated on Buyer changes prior to closing, XXXX XXXX failed to provide Sellers and Buyer copies of closing documents for review before closing, and XXXX XXXX and XXXX XXXX, Guaranteed Rate were not present or available at closing and refused to respond to emails after closing. XXXX XXXX, XXXX XXXX, suggestion that I get my money back from XXXX ( daughter ) who was not a Buyer is improper and offensive.
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| 06/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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We applied with Guaranteed Rate back in XX/XX/2022, with XXXX XXXX being our Loan Originator, after being referred to us by my Mother in Law. We we're quickly preapproved and in the beginning the process had went smoothly. However, after being pre-approved communication stopped. COMPLETLY. It became near impossible to reach XXXX XXXX, whether that was through text, phone or email. XXXX XXXX would ignored any communication from myself, husband, or our realtor ( XXXX XXXX ), however she would frequently discuss our personal loan details with out Mother in Law despite us and XXXX XXXX asking her not to on numerous accounts. We we're frustrated at this point but stuck. We we're told and have supporting documentation that shows that we we're locked in at a 4.75 % interest rate and at this time interests rates we're quickly increasing. We didn't want to risk losing this rate or start the process all over with a new loan company, despite XXXX XXXX recommending a local lender. A week before closing XXXX and I started reaching out to XXXX XXXX, as we hadn't heard from her in weeks. We text, called and emailed. Neither of us ever received a response. I than reached out to XXXX XXXX associate XXXX XXXX and asked for an update on our loan and an estimate closing date. I was told on XX/XX/2022 that XXXX XXXX was currently finishing up our file and we should be closing within 72 hours after we e-sign the initial closing disclosure. A few days later I receive the disclosure via email to e-sign, and to our surprise our interest rate was no longer 4.75 % but instead 5.375 %. I immediately tried calling XXXX XXXX but again their was no response. I tried XXXX XXXX, who returned my call the following day and went over the closing disclosure in length with me and my husband. It was than, that we discovered that we we're never locked in at 4.75 % interest rate. In addition, XXXX XXXX had charged us 2 points ( thousands of dollars ) to reduce the interest rate to the current 5.375 %. And an attempt to cover those costs she waived her fee. However, the changes in interests rates and the additional points, costs us thousands more in closing costs. While discussing this with XXXX, our Mother in Law had a conversation with XXXX XXXX via phone where XXXX XXXX asked us to buy down the 5.375 % interest rate, to try and return it to the 4.75 %, costing thousands of dollars, and in return XXXX XXXX would pay us the difference after closing by " buying some of our furniture. '' I was told to not discuss this with anyone, as it is illegal. However, not trusted XXXX XXXX and seeing how unprofessional she already was I refused to be manipulated into participating in this plan. I spoke only with XXXX XXXX from that day forward and asked for upper management to be involved in trying to correct the issue. XXXX XXXX was introduced to us at this point. He heard all of our concerns, however he only focused on the current interest rate of 5.375 %. He didn't spend any substantial time investigating our claims of XXXX XXXX being unprofessional throughout the loan process. He also denied us being locked in at 4.75 % despite us having a conditional loan agreement stating so. Furthermore, he discussed a floating rate but didn't provide any documentation supporting that my husband and I agreed to that. Essentially he covered for XXXX XXXX. His attempt at correcting the issue was giving us a measly {$1600.00} credit, which we used to but down our interest rate to 5.2 %. We we're also promised to be reimbursed for additional appraisal fees in the amount of {$300.00} and we we're not. When I followed up with XXXX XXXX and XXXX XXXX about these fees via email on XX/XX/2022, I was ignored. I than followed up again with XXXX XXXX on XX/XX/2022, asking for another form of contact to make a formal complaint and the fact that we did not receive our reimbursement. On XX/XX/2022, XXXX XXXX replied that he would not give me any additional contact information to make a formal complaint and to have a good weekend. When starting my investigation on how to report a complaint against XXXX XXXX and Guaranteed Rate, I came across several other reviews within the last three months with individuals experiencing the same misfortunes we did with Guaranteed Rate. They we're " told '' they we're locked in at a certain interest rate and than when their closing date came up, their interest rate had significantly increased. Its seems that Guaranteed Rate is clearly taking advantage of the current housing market and rise in interest rates.
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| 02/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Escrow Fee Dispute This is in regards to delinquent property taxes that Guaranteed Rate failed to pay from my escrow account. My payments have been current since the mortgage began and my escrow account has been fully funded. Guaranteed Rate failed to pay my property taxes on time and then deducted the interest payment from my escrow account ( this is their legal responsibility since they paid late ).
I have been charged a fee of {$150.00} that needs to be refunded to my escrow account. In all of my past mortgages, the services have never had an issue paying property taxes out of escrow which is the purpose of the account.
XX/XX/2020 : Property taxes for XXXX XXXX were due. Since I am in escrow and have always had escrow make my property tax payments and insurance payments, I trusted that Guaranteed Rate would properly pay my property taxes. Apparently, Guaranteed Rate let the deadline pass without notifying me and should therefore pay the delinquent fee that they caused. The escrow account is fully funded and they have all of the information they need via closing documents and public record to pay these property taxes.
XX/XX/2020 : A letter was sent from Guaranteed Rate escrow that stated my property taxes were listed as ( TBA ). Property taxes are available as public record so Guaranteed Rate has access to the bill. Why does Guaranteed Rate not look on the XXXX XXXX Assessors website to get property tax information?
Called XX/XX/XXXX : I was told that Guaranteed Rate did not have my tax information and that I should send the bill to the email listed below and they would pay the taxes.
XX/XX/2020 I emailed XXXX with a copy of my property taxes. Again, I should not have to tell my mortgage servicer to pay my bills every time they come due. It is their responsibility since my mortgage is current and paid every month and escrow is fully funded.
Called XX/XX/XXXX : I called because property taxes still had not been paid from my escrow account. Customer service agent says oh, yes I see that you emailed them on XX/XX/XXXX. I will open an order with escrow to make sure those are paid out by XX/XX/XXXX. There will not be any fees added.
Called XX/XX/XXXX : I called to confirm that taxes would be paid from my account on XX/XX/XXXX and am told yes, they will be. That is what the note says.
Called XX/XX/XXXX : I called because my property taxes were not paid out of escrow by XX/XX/XXXX as promised. I am told that the work order is still open and to give it a few days. I am also told not to worry because I will not be charged any fees. They will only pay the base tax bill from escrow.
Called XX/XX/XXXX : I am told that the escrow payment work order was opened on XX/XX/XXXX and has a 10 day turnaround ( Why was this not opened on XX/XX/XXXX when I emailed my property tax bill or on XX/XX/XXXX when I called and they started the note to escrow and confirmed that taxes would be paid before XX/XX/XXXX when ANOTHER delinquent fee was to be charged? ). So I had to call back Friday ( XX/XX/XXXX ) because they should be paid by then Called XX/XX/XXXX : After multiple attempts, I am able to speak with a supervisor who says she will put a rush on my property tax payments and they should be paid at the base amount and no fee will be charged.
XX/XX/2020 : Property taxes are paid from escrow and incorrectly paid the fee of {$150.00} that is Guaranteed Rates responsibility to pay. I am surprised to see this fee that I was re-assured time and time again would not be charged.
Called XX/XX/XXXX : I am forwarded to a supervisor who immediately forwards me to the end of call survey without speaking with me. I call again and am on hold for over 50 minutes before a XXXX tells me I have to submit a dispute.
Side note but important : My concern is that I emailed my property taxes on XX/XX/XXXX and they were not paid out until XX/XX/XXXX. This is unacceptable when I was quoted multiple times that they would be paid on time and I would not be charged any fees. How can I trust that you will pay my taxes on time? I have 25 % down on my property and do not want escrow for this very reason. I applied and was denied coming out of escrow because this is a multi-unit property ( 3 units ). Escrow is supposed to be for the purpose of paying these bills on time so I am wondering why I need to be in escrow when I can pay them on time myself without having to make 7 phone calls and still be charged fees from an account whose purpose is to avoid this?
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| 01/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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1> we applied for refinancing to guaranteed rate.com by XXXX LN # : XXXX on dated XX/XX/XXXX.
2> after review my debt ratio by Mr. XXXX XXXX he preapproved my refinance on XX/XX/XXXX and asked for payment for appraisal fee of {$500.00} 3> I have requested to charge Appraisal fees at closing which all mortgage company does but Mr. XXXX XXXX said you need to pay us first and so they able to closing loan very soon and they preferred to hire an Appresial surveyor/agent there own.
4> on XX/XX/XXXX we paid Appraisal Fee by confirmation # XXXX after confirmed with Mr. XXXX XXXX that makes sure looking my numbers if you are sure to approve my refinance loan than only I will pay {$500.00} and make sure I will not lose my money after getting an appraisal report. and he agreed.
( we showed our house market value is about {$140000.00} while filing an application ) 5> Appresial survey report was created by the agent on XX/XX/XXXX by file # XXXX, Appraisal parcel # XXXX and I received a report from Guaranteed rate .com on dated XX/XX/XXXX and as per there agent Appraisal report the house market value is {$360000.00} 6> afterward we submitted so many documents in time whatever requested by Guranteedrate.com 7 > than after there are several account people changed like XXXX XXXX , XXXX XXXX , XXXX, and everyone asked the same documents again and again 8> every week 2 times I was asking about the update of my case but they never update my case and that time again asks for documents which already submitted before.
9> on XX/XX/XXXX I called Mr. XXXX XXXX and after 3 attempts he replied me back and he said your loan only approved if you pay off your XXXX car loan so again I argued with him that you already looked my numbers and debt ration and after your commitment only I paid for Apparasial and I am ready to pay off my XXXX loan but make sure you will do closing by end of XXXXor before.
upon he agreed we paid off our XXXX loan on XX/XX/XXXX and sent detail on the same day.
10, This company Intentionally delay my case because I locked my loan by 3.125 % interest rate and then after the market was going up so they are not able to sell my loan with a higher rate to another bank.
when they asked for nonrelevant documents like my fully paid foreign property and their insurance so we submitted purchase deed duly registered by court jurisdiction with stamp of the relevant country court jurisdiction and when they insisting for insurance for that property, I said we don't have insurance for our paid property because legally it is not required for the paid property.
then they agreed that in the USA also it is not required for the paid property.
again they delayed my case by 2 months just by asking me to provide something else to prove my foreign property and so I said which document is top of court jurisdiction documents? and I asked them exactly let me know what kind of document are you expecting? but they don't know what they need.
then, this company has no answer and said if you not happy you can go somewhere else and that is after I followed after there instruction to paid off {$500.00} Apparasial fees and paid out of {$13000.00} XXXX loan.
11 > XXXX XXXX XXXX said it is finally going for approval to underwriter again 11> XXXX XXXX never replied of my email after XXXX because we get Auto email reply about she was off due to Holidays.
again on XX/XX/XXXX, I get an email from XXXX for asking the same documents back and asked to run my credit report again.
12> we have about more than 150 email communications but they just delayed the case not give any results.
13 >In XXXX, I called 3 times to the owner Mr. XXXX XXXX and left a voice mail but he never replied to me so far 14 > we again signed for the run credit report on XX/XX/XXXX but after 5 months they not closing my loan. here to mention that meantime I already paid 5 Installment to my current mortgage company XXXX and so the subject loan amount goes further low.
15> this company is not a professional at all and they have no knowledgable employee over there and they never keep documents in their records and so they asked for the same documents, again and again, and they asked for unrelated documents just to delay the case by thinking that customer may withdraw loan case after they tired.
we have applied for refinancing for {$180000.00} loan ( which is already paid off 40 % of the original house purchase price of {$340000.00} and 50 % paid off for current Apparasial value )
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| 06/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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ON XX/XX/XXXX, I APPLIED FOR A REFINANCE OF A 3 UNIT APT BUILDING WE OWN. I REACHED OUT TO GUARANTEED RATE MORTGAGE AND SPOKE TO MORTGAGE BROKER XXXX XXXX. I SUBMITTED ALL THE DOCUMENTATION ( PAYSTUBS, TAX RETURNS, INSURANCE POLICIES, ETC ).
XXXX SENT ME A REQUEST FOR A {$500.00} CREDIT CARD PMT TO HAVE THE PROPERTY APPRAISAL COMPLETED. I PAID THIS ON XX/XX/XXXX. I DIDN'T RECEIVE ANY WORD FROM THEM ABOUT WHEN THE APPRAISAL WOULD TAKE PLACE.
I EMAILED HER AND HER ASSISTANT XXXX XXXX A NUMBER OF TIMES. NO RESPONSE.
I ASKED TWICE HOW WOULD THE APPRAISER DO HIS APPRAISAL IF THEY DIDN'T CONTACT ME TO LET THEM IN TO SEE PROPERTY AND TAKE PICTURES. AGAIN, NO RESPONSE.
ON XX/XX/XXXX I RECEIVED AN EMAIL FROM XXXX SAYING THAT THE APPRAISAL WAS ORDERED AND AN APPRAISER WOULD BE IN CONTACT WITH ME. THIS WAS TO TAKE ABOUT A WEEK.
ON XX/XX/XXXX XXXX TOLD ME THAT ALL THE PAPERWORK NEEDED WAS COMPLETED AND THAT ALL THEY WERE WAITING ON WAS THE APPRAISAL.
TWO WEEKS GO BY. NO WORD FROM APPRAISER OR GUARANTEED RATE.
I EMAIL XXXX ON XX/XX/XXXX ASKING WHY THE APPRAISAL WAS NOT DONE YET? ABOUT AN HOUR LATER AN APPRAISER CALLS ME TO SET UP TO SEE BUILDING. HIS NAME IS XXXX. HE SAYS HE WAS JUST ASKED ABOUT DOING THE APPRAISAL A FEW MINUTES AGO. THIS MEANS ALMOST A MONTH WENT BY BEFORE AN APPRAISER WAS ASSIGNED. I WAS TOLD BY XXXX THAT GUARANTEED RATE DID NOT WANT TO PAY THE HIGHER FEE CHARGED BY A PROFESSIONAL COMMERCIAL PROPERTY APPRAISER AND THAT SINCE THEY COULDN'T FIND A PROFESSIONAL COMMERCIAL APARTMENT APPRAISER IN GUARANTEED RATE 'S NORMAL CIRCLE OF APPRAISERS THAT WOULD DO IT FOR LESS THAN {$850.00}. ONLY PAID {$500.00} I WAS TOLD BY XXXX THAT HE JUST RECEIVED THE APPRAISAL REQUEST THAT MORNING THROUGH A COMPANY CALLED " XXXX. '' - AN APPRAISER LEAD AGGREGATOR.
I CONTACTED XXXX ON THE SAME DAY XX/XX/XXXX, AND SHE SAID THEY WERE HAVING A PROBLEM FINDING COMPARABLE 3 UNIT PROPERTIES TO COME UP WITH A VALUE. SHE DIDNT TELL ME THIS UNTIL AFTER I ASKED IF THE APPRAISAL WAS DONE.
ON XX/XX/XXXX I RECEIVED AN EMAIL FROM XXXX SAYING " WE HAVEN'T HEARD FROM YOU IN A WHILE ... '' AND ASKING ME TO UPLOAD MY PAY STUBS, BANK STMTS, ETC. THIS WAS ALREADY DONE. I ASKED WHAT WAS UP? SHE SAID " IT WAS AN AUTOMATED EMAIL '' (? ) SEEMED UNPROFESSIONAL.
APPRAISER COMES OUT ON XXXX TO LOOK AT PROPERTY AND TAKE PICTURES. HE SAYS IT WAS THE NICEST APARTMENT BUILDING HE HAD SEEN. HE SAID MANY APARTMENT OWNERS DO NOT TAKE CARE OF THEM AND HE WAS VERY IMPRESSED. ( THIS IS MUCH MORE PRAISE THAN I HAVE EVER HEARD FROM AN APPRAISER IN THE PAST.
TEN DAYS ( XX/XX/XXXX ) GO BY. NO WORD ON APPRAISAL. I REACH OUT TO XXXX TO SEE WHATS UP. NO RESPONSE.
HE EMAILS ON XX/XX/XXXX AND HE ASKS ME QUESTIONS THAT EITHER HE OR XXXX SHOULD HAVE ALREADY ASKED ME LIKE HOW MUCH WERE THE LEASES FOR, WHEN THEY WERE SIGNED, ETC. I TELL HIM. I TEXT HIM LATER THAT DAY AND ASK HIM WHEN WE CAN EXPECT APPRAISAL. HE SAYS ITS DONE. I CHECK WITH XXXX. NO WORD. 45 DAYS HAVE GONE BY AND THEY ARE JUST NOW GETTING APPRAISAL.
ON XX/XX/XXXX I ASK XXXX FOR AN APPRAISAL UPDATE. LATER THAT DAY SHE SENDS APPRAISAL. NO EXPLANATION OR FOLLOW UP.
IN XXXX THE BUILDING APPRAISED FOR XXXX BEFORE SEVERAL IMPROVEMENTS MADE AND MARKET PRICE INCREASES SINCE THE DEPRESSION OF XXXX.
THIS APPRAISAL CAME IN AT {$97000.00}. I HAVE HAD OFFERS IN EXCESS OF {$200000.00} WHICH IS WHAT I EXPECTED IT TO APPRAISE FOR. I TELL XXXX AND XXXX THERE HAS BEEN A HUGE MISTAKE BECAUSE THEY USED A NORMAL HOME APPRAISER TO APPRAISE AN APARTMENT BUILDING. GUARANTEED UNDERCHARGED OR UNDERESTIMATED THE COST OF WHAT IT WOULD ACTUALLY COST TO DO A PROFESSIONAL APARTMENT BUILDING APPRAISAL AND WAS NOT WILLING TO SPEND THE HIGHER AMOUNT TO GET THE JOB DONE CORRECTLY.
I SENT THE XXXX APPRAISAL TO GUARANTEED RATE SHOWING THEM THAT THE VALUE WAS HIGHER THEN AND HAS ONLY GONE UP CONSIDERABLY SINCE THEN. I HAVE EMAILED AND CALLED THEM SINCE THEN ASKING FOR AN EXPLANATION OF WHAT THEY WERE GOING TO DO TO REMEDY THIS MISTAKE. THEY HAVE NOT RESPONDED WHATSOVEVER TO ANY EMAILS OR CALLS. THE LOAN STILL SHOWS AS OPEN AND IN PROCESS BUT I HAVE HAD NO COMMUNICATION SINCE XX/XX/XXXX.
I WANT A REFUND OF THE FEES I PAID FOR THE APPRAISAL BECAUSE OF THE RUDE AND UNPROFESSIONAL WAY THAT THIS WHOLE APPRAISAL PROCESS WAS MISMANAGED BY GUARANTEED RATE.
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| 10/23/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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After initially applying for a home loan, we were told that we needed to work on improving our credit in order to qualify. It was recommended by XXXX that we speak to XXXX as she was in charge of the credit program.
- After speaking with XXXX, she informed us we needed to work on building our credit scores in order to qualify for an FHA loan. She recommended that we enlist the services of XXXX to repair and build our credit.
- We were quoted a rate of {$380.00} per month ( {$190.00} each per month ) to begin building our credit. We expressed concern that we would be investing so much without a guarantee when there were other companies who offered similar or identical services for much less. We were then told that XXXX offered an incentive to customers who used XXXX that could be used in the design studio once approved for a home loan. We were told that it would take approximately six months to repair our credit, and our DTI is good. While still doubtful due to the cost, we were reassured by XXXX at XXXX that our scores would get to the level needed in six months.
- Based on that information, we began looking at XXXX XXXX neighborhoods around the XXXX XXXX area. We found a neighborhood that we felt met our needs and would fall within our budget, toured the models, and the subdivision. We were told that the approximate build time for houses to be completed in this neighborhood was around nine months. In addition, they had a limited number of lots that had a {$0.00} lot premium versus the standard around $ XXXX {$8000.00}.
- After that, we reached out to XXXX again to inquire whether she was certain that we would be able to be approved after six months and whether we could put earnest money down to secure a lot. During multiple conversations with XXXX and XXXX, we were reassured that the XXXX process would work and that we would be good to move forward.
- Based on the replies, we signed a contract and paid the {$500.00} of earnest money to secure the lot along with securing other incentives currently in place ( money toward closing costs, money at design studio, money toward title fees, etc. ).
- The next day, XXXX reached out to us to confirm that we did go forward with the putting down the earnest money and asked if we did another application. We informed her that we had. She said she would reach out to XXXX so we didnt have another pull since that had already been done prior to signing up with XXXX. Again, we were reassured by multiple people that we would be able to qualify for a home loan through this program.
- Shortly after this, we were contacted by a XXXX XXXX representative from the neighborhood we selected who told us they didnt think they would be able to hold the lot because we didnt have a fully approved loan and would likely have to refund us our earnest money. After explaining the above situation, he informed us he would be taking the situation to his supervisor ( XXXX XXXX ) to see what could be done.
- During our conversation on XX/XX/2021 with XXXX, we were informed : o That XXXX couldnt secure the lot for us and would be refunding the earnest money o That XXXX was not an employee of XXXX even though she has a XXXX email address o That the housing market was stabilizing, and we shouldnt see too much in the form of housing appreciation o That XXXX couldnt do a XXXX because there was too much risk in the pricing volatility of the housing market also a 30 day vs 6 month approval.
o He could not guarantee : That there would be lots with a {$0.00} premium That we could receive the current incentives after six months if we were to reapply ( closing cost contributions, title cost contributions, design center cost contributions, etc. ) o XXXX can be done if a borrower is around XXXX ( XXXX has a score of XXXX ) o He would speak to his District sales manager about the situation - Based on the above, there is the potential of material financial harm to us due to the misinformation provided in the form of : o Being forced to spend additional money for a lot premium o Increase closing costs due to loss of incentives o Increased title fees due to loss of incentives o Decreased purchasing power at design studio due to loss of incentives o Increased lot premium due to price fluctuations o Increase in overall cost of home
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| 10/12/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I purchased a home, on XX/XX/XXXX. The loan was a 30-year VA loan with Guranteed Rate , Inc ( `` Mortgagee '' ).
The Mortgagee, during the course of XXXX, failed to update the original address given to my homeowner 's insurance company XXXX XXXX XXXX, XXXX ( " XXXX '' ). XXXX invoiced the Mortgagee at the address provided to them at closing and the Mortgagee did not pay the invoice. In XXXX of XXXX, we received a notice from XXXX that our insurance would be cancelled imminently if payment was not made. We made numerous phone calls to the Mortgagee and XXXX in order to facilitate this payment, which is not the responsibility of the Mortgagor but the Mortgagee via the escrow agreement.
The Mortgagee, by error, issued three checks to XXXX, from our escrow account. Each check was for {$5500.00}, totalling {$16000.00} the amount due under the insurance policy. The checks were dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX.
On XX/XX/XXXX, one check was refunded for {$5500.00}. One check was accepted as payment for our policy and one check was cashed by XXXX but not returned to our escrow account, representing an overpayment of {$5500.00}.
On XX/XX/XXXX, Guaranteed Rate, as servicer, sold our loan to XXXX Mortgage. The loan was transferred with the overpayment of {$5500.00} still outstanding, leaving our escrow account short for the new lender. As a result, XXXX increased our total loan payment ( Principal, Interest, Taxes, and insurance ) by hundreds of dollars to account for the shortfall. No further action was taken by Guaranteed Rate to recoup this mistaken payment.
I was not made aware of these transactions until I received the notice from XXXX that my escrow accounts were short after the mortgage was transferred.
I called the guaranteed rate on XX/XX/XXXX and was told to contact XXXX. XXXX informed me the servicer would need to request the refund of {$5500.00} in overpayment. On XX/XX/XXXX I called Guaranteed Rate again and after XXXX hour on the phone and speaking to XXXX separate people about the issue, I was told by a supervisor that she had put in a work order and that Guaranteed Rate would reach out to Orchid, recoup the funds, and cut me a paper check in the mail. She even asked me if I wanted a wire or a check. She said to call back on Monday the XXXX of XXXX, XXXX to check on the status of the refund.
When I called back to check on the status, I had to speak to three other people, some of whom reiterated that it was not Guaranteed Rate 's issue and that I should take it up with the insurance company, I spoke with another supervisor. She insisted she could not do anything since the loan had been sold/transferred. We then had a conference call with XXXX and the Guaranteed Rate supervisor where the guaranteed rate repeatedly asserted that it would not accept the refund and issue me a check, even though it was their mistake and that the new servicer would need to do that. I asked the supervisor for the contact information for her general counsel, which she said she did not have.
Guaranteed Rate made this overpayment in error, and despite being informed of the error, has not corrected it. It has also failed, per regulations, to transfer or refund my escrow accounts within 20 days of being paid off and if not for my intervention, would have failed to make my homeowner 's insurance payment on time in XXXX per the terms of the escrow agreement. They have cost me time and money due to their incompetent service.
On Monday, XX/XX/XXXX, I refinanced my mortgage with XXXX Loans, paying off XXXX Mortgage, in part because the monthly payments for my mortgage under XXXX have gone higher than I had budgeted for because of the Guaranteed rate 's mistake. Part of what I had to finance was the replenishment of the missing {$5500.00}. Guaranteed Rate refuses to accept responsibility for their mistake and I still do not have a clear understanding of how I will be able to recoup the {$5500.00}. I also had to pay over {$10000.00} in state transfer taxes and fees in order to refinance.
Guaranteed Rate needs to pay a price for their negligence and lack of responsibility as a servicer in this case. Their error has cost me money and time and they have violated regulations and the terms of the escrow agreement.
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| 10/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Dear Customer Service Specialist, I am in a dispute resolution process on my XXXX credit card account XXXX for the amount of {$680.00} paid to Guaranteed Rate Affinity on XXXX.
This was requested by a predatory lender for an appraisal and application fee on a loan application that had not been processed and an appraisal that should not have been done at the time of the loan process. It was rushed to be done so that I would have to pay out the {$680.00}. We were just at the Purchase Offer stage, in which I had 15 days to get an inspection done on the property with a right of rescission. And during this stage is when I received this document asking for {$680.00} for an appraisal and application fee from XXXX XXXX the lender I was working with at Guaranteed Rate. I asked why I should pay for this up front and was told it was pay at closing. Please review the actual email trail where I was questioning the appraisal fee of {$680.00}.
*****beginning of email On XX/XX/2020, at XXXX XXXX, XXXX XXXX wrote : why the increase? On quote outlining charges it shows XXXX From : XXXX XXXX XXXX Its the {$150.00} app fee also Then the rest will be paid at closing Sent from my XXXX From : XXXX XXXX XXXX Date : Wed XXXX XX/XX/2020 at XXXX XXXX Subject : To : AnnaBanana XXXX okay so, I am paying this at closing and should ignore this invoice?
*************end of email trail.
This is when she just ignored my question as to why I am paying it now, but she did say it was part of the closing cost. The " {$150.00} is the app fee '' and " then the rest '', which is {$530.00}, " will be paid at closing ''. When I asked again why I should be paying it now by asking " okay so, I am paying this at closing and should ignore this invoice? ", she just ignored me.
During the time of the inspection I noticed the XXXX on the property had a major leak. The inspector asked the Seller to fix the XXXX. I went back two other times to this property and the XXXX was not fixed properly. It was during this 15 day period that I informed XXXX XXXX XXXX loan officer @ Guaranteed Rate ) about the problem with the XXXX and there is a great probability that I will not buy this home. I asked her to hold off on the appraisal on XX/XX/2020 @ XXXX XXXX. She said the appraisal was ordered already and not sure if they went out yet. My loan was not even finalized yet! Again, we are in the 15 day right of rescission. I later now know that the order for an appraiser does not go out till a week or two before the closing date. She collect the costs on XXXX and the closing wasn't till XXXX Since I have gone through a legitimate loan process after recently purchasing a home I understand the correct way of how things are done. Appraisal costs are not due till the closing. It is part of the closing cost ( as XXXX herself has stated in the above email ). The lender does not order an appraisal till the purchase offer is final.
I find that this XXXX XXXX XXXX to be predatory because she also had me put {$20000.00} in escrow during the Purchase offer which I found out is extremely high. I only put down XXXX on the home I just bought to give you a comparison. So, in asking for an appraisal fee and application fee for {$680.00} and having me put {$20000.00} in escrow, all before I had a chance to inspect the property seems that XXXX was trying to lock me in a home I wasnt sure I wanted or was worth me buying.
To sum up, this really should not have happened at this stage. A loan officer or lender does not order an appraiser during the purchase offer stage. I had a grace period of 15 days to look over the property and make a decision to go forward or not.
XXXX tried to lock me into a loan by having me put down costs and unreasonable amounts of money before my right to rescission period ended. Appraisal costs application fee {$680.00} are collected at closing not up front. And {$20000.00} in escrow is just unheard of!! I didnt know what I was doing and she took advantage of that. But, now I do know and I am going to report her to the FTC, XXXX and the CFPB. I dont want anyone else to have to go through what I did with this person.
Thank you for your time and consideration in this dispute.
With regards, XXXX XXXX
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| 10/12/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In early XXXX, I started the process of purchasing a home for myself and my XXXX girls. I was provided with the preapproval, the lender had full knowledge of my situation and qualified the loan as such. When I received the disclosures, the fees were so high, I thought it was predatory lending or a very high cost loan. I asked that we hold off on getting an appraisal and get the approval subject to satisfactory appraisal. I was told the file had been submitted to underwriting and it was now time to ordeR the appraisal without yet having seen a full conditional approval with which there should not have been any approval conditions because I well documented the file. I was asked to pay XXXX for an appraisal, when I communicated to the originator that no FHA appraisal costs XXXX, she then told me it was XXXX which I paid. On top of this I paid for a home inspection XXXX, and my deposits. I continuously asked for an approval prior to the due diligence date. I did not receive one. When continuously questioning the fees, and the reason the rate was not locked, I as told my rate went froM a 2.75 to 4.125 with a lender credit if 1 point. We all know rates are not in the 4a right now with decent credit. At the start of the process, I requested to do a 293 ( k ) loan as there were some updates I wanted to make Two weeks later the originator told me it was too late to structure for a 203 despite the fact that a I already had an FHA approved contractor ready to provide me with estimates. I was never given explanation as to why the fees were exorbitant. Moving on, I am XXXX collecting SSDI. SSDI can be used as income to qualify if you do not have a definitive date that payments will cease, it is assumed that you will continue to receive it for the next 3 years. In the meantime, I also returned to full time work as I could be accommodated with my XXXX. The lender requested all kinds of documents to document my receiving XXXX. I had no issue with that because despite the fact that the loan qualified without that income, it was a compensating factor. After being asked on numerous occasions for different documents regarding XXXX that I could not provide such as tax returns because SSDI is non taxable income, I was told they ordered a 4505, well, I am not self-employed, Therefore, a 4506 was not necessary. COVID guidelines clearly state a 4506 is only necessary when the borrower is self employed. I provided a months worth of paystubs and all the other documents and then I was told they were not even using my SSDI to qualify. I asked why and got the same answer as to why the fees were so high, I was ignored. Moving along, I continuously requested an approval letter and again, I was ignored. The closing is scheduled for XX/XX/XXXX which the lender is well aware. They were also aware of the due diligence date and did not have the appraisal back to meet the date I had to request extensions despite the fact that the appraisal had been ordered 2 weeks prior. Today XX/XX/XXXX, I received a denial letter citing temporary or unstable employment. Clearly the underwriter who was first a first level, then a second level, and then a regional matter could not comprehend and interpret FHA guidelines. Being that I was XXXX, but still had a 2 year previous work history, I was currently employed since XX/XX/XXXX, and I chose to accept another position in the same line of work with an increase in salary l. According to HUD and FHA guidelines, a gap of employment s 6 months or more or if you changed jobs 3 times within 12 months, none of which occurred. The lender was supposed to qualify me using the XXXX provided in the current offer letter as I was in the same line of work, however, my salary increased. Once U provided the lender with my identification and then realizing I was XXXX American, XXXX and a single mother, I feel as though they did not care at all about my housing situation and the fact that they were in no way following FHA guidelines. Now being that the closing was supposed to take place on the XXXX, I have to scramble to get this approved when it should have been weeks ago if I had not been discriminated against
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| 12/21/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/2020, I emailed the company through their own messaging application tied directly to my account. I requested details on why the extra payments I've been making toward my principal balance were NOT being applied solely to the principal balance, but instead to future mortgage payments, meaning, they're paying PITI as a regular payment, then any additional funds left over after that as a principal curtailment. I got NO response.
So, on I think XX/XX/XXXX ( Maybe XXXX or XX/XX/XXXXXXXX ), I called Guaranteed Rate and spoke to a representative. I asked the same question and the customer service representative explained that they were applying the payments correctly, and that I had nothing to worry about because I was paid up all the way through XXXX or XXXX of 2020. I told her that my intent was NOT to pay the bank interest on ANY of the extra payments, but to actually pay down the principal balance, thus lowering the balance against which the future interest payments would be charged. She seemed to understand my plight and said that I should not send in extra payments anymore and, instead, I would manually have to go into their website each month and use their " one time payment '' button.
Although not convenient, since I set up all these extra payments to happen automatically from various banks at which I have an account, I canceled all those automatic payments from happening in the future. Tonight, XX/XX/2020, I attempted to make extra payments as advised through their " one time payment '' button, and I continue to receive an error that the one time payment option on the website is not available for my loan.
It seems to me Guaranteed Rate is posturing to ensure consumers, or at least me, are forced to pay the full amortized interest amount, as they are blocking my ability to pay down the principal balance on the loan.
I started making extra payments almost right away when the loan was opened this year, after a refinance. Guaranteed Rate correctly applied the extra as a principal curtailment on the regular monthly payments I was sending in on the first of the month. My monthly PITI is : XXXX. I was sending in {$3600.00}, so the correctly applied {$1500.00} as a curtailment. However, when I started making extra payments mid-month on top of the regular payments, they did not apply them correctly. Ostensibly, they are working on fixing their error, per my phone conversation, which the customer service representative said would take somewhere around two weeks ( 7-10 Business Days ). In the meantime, I'm also blocked from making " one time payments '' as they suggested.
Below is the payment breakdown in question : XX/XX/2020 : {$3600.00} Mailed In : XXXX applied as mortgage payment ( CORRECT ) XXXX as principal curtailment ( CORRECT ) XX/XX/2020 : {$3000.00} Mailed In w/ memo to apply to principal only : XXXX applied as a mortgage payment covering PITI ( INCORRECT ) XXXX applies as principal curtailment ( INCORRECT ... all {$3000.00} was to be applied to principal ).
XX/XX/2020 : {$3600.00} Mailed In : XXXX applies as a mortgage payment ( CORRECT ) XXXX as principal curtailment ( CORRECT ) XX/XX/2020 : {$3000.00} Mailed In : XXXX applied as a mortgage payment covering PITI ( INCORRECT ) XXXX applied as a principal curtailment ( INCORRECT ... all {$3000.00} was to be applied to principal ) XX/XX/2020 : {$3600.00} Mailed In XXXX applied as mortgage payment ( CORRECT ) XXXX applied as principal curtailment ( CORRECT ) XX/XX/2020 : {$3000.00} Mailed In XXXX applied as mortgage payment covering PITI ( INCORRECT ) XXXX applied as principal curtailment ( INCORRECT ... all {$3000.00} was to be applied to principal ).
XX/XX/2020 : {$3000.00} Mailed In ( I was unable to cancel this automatic payment in time after talking to Guaranteed Rate, so it went through anyway. Miraculously, it was all applied as a principal curtailment, as I requested.
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| 05/24/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American |
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The initial application was started on XX/XX/XXXX and concluded on XX/XX/XXXX with GuaranteedRates denial. My loan officer was XXXX XXXX. In my initial conversation with XXXX I advised that my situation was a bit unique in that I have been retired for some seven years and dont show any income on paper. I have assets ( 401 ( K ), investments, home equity, and cash ) that I draw from as needed to pay all expenses. I have been doing this for seven years which included purchasing two houses via conventional mortgages. XXXX indicated that he was well familiar with this situation and had managed numerous similar loan applications all to a successful conclusion. As such, I completed the initial paperwork and received my Pre-qualification Letter on XXXX XXXX, 2017. XXXX even commented that this should be an easy one because my credit scores were so high. Initial closing was set for XX/XX/XXXX. Meanwhile, I had found a house to buy and had received an accepted offer. I would be borrowing around {$220000.00} ; XXXX advised this would not be an issue. My plan was to share this house with my daughter and her XXXX children. Subsequently, my daughter sold her house on XX/XX/XXXX and we put her furniture into storage for the week until we could close and move into the new house on XX/XX/XXXX. We all moved to XXXX hotel rooms in an extended stay on XX/XX/XXXX I was asked to submit numerous documents over the next several weeks. I fulfilled all requests and received confirmation that my submittals were acceptable ( some did take a second submittal to get it just perfect for Underwriting ). This process took several weeks longer than expected and we wound up staying in the hotel for 40 days. All the while XXXX assured me that this was normal and everything was moving along nicely, albeit slowly. One of the interesting matters was that GuaranteedRate required me to deposit cash ( several hundred thousand dollars ) with an independent money manager that agreed to withdraw {$6000.00} from my investments and deposit it into my checking account to use to pay bills. In addition, GuaranteedRate required me to start taking Social Security benefits - this would be about {$3200.00} in monthly deposits to my checking account. Thus, I had a steady income of {$9200.00} with which to pay bills. My bills owed at this time were about {$5500.00}. Finally, GuaranteedRate seemed to be satisfied and the closing was set for XX/XX/XXXX. However, on XX/XX/XXXX XXXX called to advise me that GuaranteedRate would be denying the loan. His reason was that the debt to income ratio was not acceptable. I received the official denial letter on XX/XX/XXXX. The reasons that I am so upset : - Nothing had changed regarding my expenses and income since the start of this process. They enthusiastically kept me on the hook for over three months with promises of " everything is fine ''. If they were going to deny my loan for this reason then they should have done it at the outset rather than string me along for week after week. At the very least XXXX was deceptive ; however, I believe he outright lied numerous times. Maybe he did n't know I would ultimately be denied ( he should have - he was the loan officer in charge ) or maybe he was just stringing me along to be mean. Either way, GuaranteedRate 's behavior was deplorable. - Because the loan process was extended for so long I wound up spending almost {$10000.00} in hotel and meal expenses. - We ultimately rented a house on XX/XX/XXXX for {$1900.00} per month. This compares to a monthly mortgage payment that would have been around {$1200.00}. More cash flow issues. - I wrote a letter on XX/XX/XXXX to several people at GuaranteedRate that were involved in this mess. I requested consideration for the loss of the {$10000.00} and a fair retry on the loan. No response
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| 03/20/2019 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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We applied for an initial loan with XXXX XXXX on XX/XX/2019 for 5 % down, a single loan, with no PMI at a 5.5 % interest rate. The initial conversation I had with XXXX was he assured us we could qualify for that loan based on our income. ( Most of these conversations are in writing but some were verbal promises ) I had applied to another lender to be on the safe side regarding loan options. The other lender mentioned loan limits in XXXX County which would make XXXX single loan with only 5 % down impossible. I contacted XXXX to inquire about the loan limits and he stated it was not true and he promised me again he could do the loan we applied for. XXXX did not submit the information that he was sitting on for over a month until 3 days before the commitment date. The initial commitment date was XX/XX/XXXX. We got conditional loan approval at the 12th hour on the commitment date but that is when XXXX stated he could not do the single loan we initially applied for, he would have to do a first and second mortgage and we only got conditional approval on the first mortgage. When asked why he explained it was a better option for us but no other explanation was offered. XXXX XXXX our Real Estate Attorney requested an extension from the sellers on commitment, which they granted to extend until XX/XX/XXXX. Over the weekend I frantically sent emails to all parties involved regarding this loan stating I was uncomfortable with this process since I didnt know what it would mean rate wise and payment wise given the change in loan structure. My emails went unanswered by all parties. Then Monday afternoon we are contacted by XXXX requesting a signature for the application for the second mortgage. He hadnt even applied for the loan at this point and the extended commitment date was that day. Again the commitment date came and went with no approval. Keep in mind at this point I had contacted XXXX XXXX several times inquiring about this issue and the impact on my family and she stated that she would continue to apply for extensions which for some reason without our knowledge never happened. Everyone kept reassuring me things would be fine. In every conversation I had with XXXX she stated she would continue to ask for extensions so our deposit would not be ask risk, so I am not sure why it was not done again on Monday night when every party knew we did not meet the commitment deadline. I am going to reiterate that I did not know that no one requested an extension. I did not approve not further requests for extensions, that decision was made between XXXX and XXXX without our knowledge. XXXX application for the second mortgage brought my husbands credit score below the threshold of being approved for the loan. We have the official denial letter. When we contacted XXXX yesterday regarding the denial only then were we notified that the extension was never requested and our {$27000.00} Deposit is at risk. I am asking all parties to make this right. None of the issues that have arisen are our fault and 90 % of the issues we were not made aware of until after the fact of this having a significant financial and emotional impact in our family. This has caused emotional trauma for us already. We attempted to contact XXXX and in a verbal disagreement over the phone we have been hung up on. We have a XXXX year old that we signed up for XXXX grade in the school system. We put a substantial down payment on a summer program for our daughter. We signed her up for activities out there. We paid for movers already for the day after our closing date. We will be at a financial loss already for these things we applied for and now based upon the inability of all parties to do the right thing and handle business in the appropriate manner we are now being told we can lose our deposit?
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| 12/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Our mortgage refinance application in XX/XX/XXXX was approved by two other lenders but the XXXX division of Guaranteed Rate Inc. denied our application after selectively manipulating our income numbers to reduce our qualifying income. XXXX was not able to justify the manipulations and we are left to wonder if XXXX discrimination was the reason for the denial.
We were well qualified, having excellent credit scores of XXXX and XXXX, never having a late payment in 20 years of prior mortgages or any other loans, and having a loan to value ratio of less than 45 %. Our income comes from an XXXX we own that has been in business for over 10 years. Our debt to income ratio was more than adequate and was accepted by the two other lenders.
XXXX took the business financial data from the Federal 1120-S tax return and selectively excluded some income from their calculations while keeping related expenses in order to deny our loan. One minor example was an expense for a licensing exam which was paid, but then refunded when the exam was cancelled. XXXX counted the exam fee, but insisted that the refund for the cancelled exam be excluded from their calculations.
Other examples : 1. One owner of the XXXX XXXX as the Medical Director of an addiction treatment center. The medical director position continues in XXXX and is expected to continue in future years. XXXX declared it non-recurring income on the 1120-S and excluded it from their income calculations. When asked, they refused to submit an employment verification form to the treatment center, or examine checks or bank records, or consider any other evidence that the medical director position was permanent.
2. The XXXX has insurance that covers legal expenses. In XXXX there were approximately {$15000.00} of legal expenses, and a corresponding {$15000.00} of insurance reimbursement. XXXX insisted over and over that the legal expenses must against the business, while the corresponding insurance reimbursements for these expenses must be excluded. They said that since they were ignoring the insurance reimbursements they could deny our loan due to insufficient income.
We refused give up when XXXX kept rejecting the loan application and telling us their decision was final. We repeatedly challenged them to provide justifications. They claimed they were justified by XXXX XXXX guidelines regarding income from self-employment. We studied these XXXX XXXX guidelines in depth and sent them highlighted copies showing their exclusions were not justified by the guidelines. This took a tremendous amount of our time, dozens of emails and many recorded phone calls over many weeks. We went well beyond the effort and knowledge that could be expected from all but the most stubborn and best educated borrowers. Finally, XXXX said that they could approve the loan, but then asked us to sign a loan application saying the XXXX XXXX no income in XXXX, which was not true and could not have led to the loan being funded.
We accepted a mortgage from another lender and gave up on XXXX However, we feel it is important that other borrowers not be treated the way we were. Our last name is obviously XXXX, and this took place at the same time as the surge in physical assaults on XXXX in this country. Absent other explanations, we wonder if that could have been the reason XXXX repeatedly denied our loan application. At the very least, XXXX selectively manipulated financial data from our business tax return to deny our application in a way that was not consistent with accounting principles, nor with XXXX XXXX guidelines, nor with the practices of other lenders. If XXXX can deny loans by manipulating financial data without justification, what is to prevent them from practicing lending discrimination?
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| 07/22/2019 |
Yes |
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Web |
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We entrusted Guaranteed Rate to lead us through processes in gaining a mortgage for the purpose of helping our dream come true of home ownership.
We had started the process in XX/XX/XXXX time.frame of this year.
There were three purchasing parties involved in this mortgage my Fiance, his Mother and myself. We had also informed lenders, title company and realtor the last date we would be able to stay in our current property situation as we were at time residing in a rental.
The lease was over on XX/XX/2019. We had put all finances in this dream and could not afford storage costs nor another months rent which would be sue if we were not out of premesis by XX/XX/XXXX. We would be at risk of being homeless.
During the process of attempting to close on XXXX XXXX property in XXXX Florida, We had been mislead in the trust that this company was regarding our livlihood as valued..
My first point of concern was when the lending agent would mostly converse with my fiance and not myself.
The guaranteed rate company had problems verifying our employment for almost three weeks and did not notify me of this, which I in turn could have helped with.
Second point Appraisal person refused to unscrew attic access to finish inspection which pushed closing date later almost two weeks Again I was not contacted. To help follow up with this..
Third point It was relayed to Guaranteed Rate Agent that one of the purchasing parties would be out of state on vacations while these interactions continued.
We asked our trusted lender if there was a specific real estate signature power of attorney for signatures on allowable contracts which would help legally expedite this process again we were worried about homelessness if dares went too far out.
I recieved no response from trusted lender agent.
Point 5 escrow payment was mistakenly turned in by cash with receipt..we were advised by our realator since we could not get hold of our trusted Guaranteed Rate Lending agent..to submit highlighted bank statements containing funds utilized to pay escrow.
After this time I asked if Finances were ALL good to close.
Our lending agent left the country on vacation..And forwarded files to an associate.
Again I asked associate..I was emailed that funds were good to go The lack of communications was so bad that our realtor had to contact their supervisor for help.
24 hours before our closing date which we were assured would go through the supervisor from Guaranteed Rate called me and told me that ( and this was closing date of XX/XX/XXXX. ) We had to find someone to gift us XXXX dollars accompanied by their bank statements and form for gifting.
I am a threXXXX time XXXX XXXX survivor..the normal stresses of buying a house i was expecting.
Because of the continued uncertainty and XXXX i became ill.
I was so certain and promised everything was in line to close before homelessness that I also signed to pay for survey of property and an addendum presented by realtor to help by having the owner put another XXXX towards closing costs. But if sale did not go through it would forfeit.
I had been crying and sick attempting to find someone to come up with XXXX dollars.
Escrow was not counted as part of the cash to close because of how it was paid.
As we were told be Guarenteed rate all was good and no one had followed up on if the previous highlighted statements sent to Lender would be get a green light.
I was told and was miscommunicated that finances were good to go by Guaranteed rate.
I gave emailed the supervisor at Guaranteed rate regarding any type of refund and have heard nothing Thank you so much for your time.
XXXX XXXX
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| 01/11/2019 |
Yes |
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- Trouble during payment process
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Web |
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Our loan servicer was Guaranteed Rate ( GR ). We had missed over 90 days of payments and have been trying to set up a loan modification since XX/XX/XXXX In XX/XX/XXXX we were approved for a trial plan, with payments being made XXXX, XXXX and XXXX. We completed the HAMP trial program. However, the only documentation we received from GR was receipt and application of the funds ( not to our outstanding mortgage however ). We found out in XX/XX/XXXX that a modification was approved on XX/XX/XXXX. But before documents were sent for final execution, our loan was transferred to XXXX XXXX ( XXXX ) XXXX on XX/XX/XXXX.
We reached out to XXXX on XX/XX/XXXX and they had not received any documentation at all from Guaranteed Rate. About a month later, the original mortgage in default was transferred but no documentation at all related to the modification. I have repeatedly contacted GR ( and documented ) to request that modification information be sent to XXXX since XXXX. XXXX did not receive and to date has not received any information regarding the loan modification trial or approval we went through with GR.
I have contacted GR on numerous occasions requesting that they send those documents, and they still have not sent those documents. Therefore we have been accruing additional interest and have not been able to get current on our mortgage.
I wrote to GR on numerous occasions requesting they look into the matter. I received a letter in XX/XX/XXXX, XX/XX/XXXX and two weeks ago ( XX/XX/XXXX ) stating that they were researching the matter. However, there has been no further information.
I also sent a letter detailing how they had failed to comply with C.F.R. 1024.35 describing the events above and in particular 1 ) Failure to forward relevant documentation and information related to a pending modification 2 ) Payment Errors : About a week later I received the same form letter, to that the matter was being researched.
I spoke with a Guaranteed Rate representative on XX/XX/XXXX who informed me that the plan was approved and that this should have been sent to XXXX. The amount was {$4900.00} at 4.75 %. This is nowhere near our trial plan, which was {$4100.00}. Even our original mortgage was ~ {$4500.00} at 4 % which includes taxes, insurance and PMI. Since this was an FHA loan/HAMP, the payment/interest rate should not have been significantly higher than the trial plan. Regardless, none of this information was conveyed to XXXX.
After we had completed the HAMP trial program, but before documents were sent for final execution, our loan was transferred to XXXX XXXX XXXX. Plan was approved XX/XX/XXXX and transferred on XX/XX/XXXX. We reached out to XXXX on XX/XX/XXXX and they had not received any documentation at all from Guaranteed Rate. About a month later, the original late mortgage was transferred and no documentation at all related to the modification. I have repeatedly contacted GR ( and documented ) to request that modification information be sent to XXXX. As of today, XXXX XXXX at GR, via a representative informed me that documents were in preparation for modification ( XX/XX/XXXX ) when loan was transferred ( XX/XX/XXXX ).
I spoke with a Guaranteed Rate representative on XX/XX/XXXX who informed me that the plan was approved and that this should have been sent to XXXX. The amount was {$4900.00} at 4.75 %. This is nowhere near our trial plan, which was {$4100.00}. Even our original mortgage was ~ {$4500.00} at 4 %. Since this was an FHA loan/HAMP, the payment should not have been significantly higher than the trial plan.
Regardless, none of this information was conveyed to XXXX.
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| 10/18/2023 |
Yes |
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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We have an FHA loan and when we purchased the home XXXX of XXXX it was understood that all property taxes would be a part of the escrow account and included in the mortgage payment. The property taxes were never collected with my monthly payments which started in XXXX of XXXX. I became aware of this in XXXX of XXXX after I got a delinquent notice from the county for Property Taxes. I reached out to the servicing company, Guaranteed Rate Inc., however they were already in process of transferring my loan. I got my loan officer involved as he worked for the lender and it took weeks to get a response. Finally the new servicer paid the delinquent taxes and did an escrow analysis. I never got a call from servicer to discuss, only an online notification that taxes were paid and my payment was changing. The property taxes were paid and the escrow account to became negative. I understand that this amount needs to be replenished, but the timeframe and amounts of my payments is exorbitantly high and we can not make these payments.
Payments were {$3400.00} when we began paying the mortgage. I was unaware that the escrow was not being funded at all since this is the responsibility of the servicer and a requirement of FHA.. We assumed after closing we were fortunate enough to have a payment less than what was projected. This amount was manageable for us as a payment.
Once we realized what was happening and the taxes were paid, our payment went up to {$3900.00} for 2 months. Then payment then went up again to {$4300.00} and is supposed to remain this way for 12 months.
We are accustomed to paying the {$3400.00} amount and that was a manageable amount. After paying this for many months as instructed, transitioning to {$3900.00} was difficult. To increase from that to the current {$4400.00} is NOT sustainable or manageable at all. This is creating an extreme financial hardship and we are in danger of losing our home as we have to choose between the mortgage and every other bill we have.
The increase in payment overall is over 20 %. This is not at all acceptable. It was a servicer error that property taxes were not collected as required by FHA. This is not our error and to put this entire burden on us, the borrower, by increasing our payment is absolutely unfair lending practices.
We are not willing to go through the options of loan modification or deferral, forbearance etc., because again, this is not because our financial situation has changed. This is 100 % the error of the servicer. A more reasonable solution needs to be found whereas the escrow can be replenished in an extended repayment period or the servicer/ party responsible for this error needs to cover the discrepancy out of their own funds. We nearly could not make the XXXX and XXXX payments and are now behind on our other bills including a HELOC on our rental property ( different house ), credit cards, utility bills. We are going into debt quickly and face having to choose between the mortgage and everything else.
On top of this, the loan was transferred AGAIN XX/XX/XXXX. I reached out to the prior servicer Guaranteed Rate Home Servicing ( GRHS ) and to the new servicer XXXXXXXX XXXX. GRHS responded that there was never an issue with escrow which is completely false as the prior representatives I talked to went over the history with me. GRHS also said its not there problem because loan has been transferred ( ... convenient ). The new servicer XXXX is looking into this and have requested a rush escrow analysis to be done. I appreciate that, but the prior 2 servicing companies need to be held accountable.
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| 03/30/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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In XX/XX/XXXX, my husband and I opened a Mortgage loan with Guaranteed Rate.
Starting towards the end of XXXX, we started to get calls from XXXX stating we hadn't paid our mortgage and we were late with multiple payments.
In XXXX, we reached out to GR who stated this was incorrect and they owned the loan.
Most of XXXX was spent calling both GR and XXXX to explain the situation that both lenders stated they owned the loan, neither willing to reach out to the other to sort it out. Both lenders having terrible customer service, either telling us we were wrong or just hard transfers to other departments who couldnt help us either.
Finally on XX/XX/XXXX my husband spoke to XXXX XXXX at Guaranteed Rate who stated she did see something odd in different systems. She was going to open up an investigation that should result in the payments being transferred to XXXX, so that we could make future payments to XXXX. She was going to having everything corrected and reach back out to us.
We reached back out to XXXX when nothing happened and the responses stopped.
After several unsuccessful attempts to talk to someone outside of collections for XXXX, I was finally able to get a rep who would look into the issue a little further instead of just hard transferring the call to collections. On XX/XX/XXXX I spoke to XXXX ( No other information was given ) at XXXX. She sent us the welcome documents we never received electronically and said she was going to open an investigation with her research department to assist us with the mix up. We were supposed to receive something by Monday, but that never happened.
After a few more attempts, finally on XX/XX/XXXX I connected with XXXX XXXX at GR. She was the only person who helped open this investigation and for that we are very grateful. Although she was only playing middle man she made sure to keep in touch with updates.
XX/XX/XXXX XXXX stated her servicing department said they did not release the loan and once again we should reach out to XXXX.
XX/XX/XXXX after speaking with someone from CFPB, I looked up our loan in the XXXX ServicerID system and found out XXXX/XXXX in fact does own our loan. I sent this over to XXXX immediately, I said I took this as an admission of fault on GR side. I asked how everything would get corrected with XXXX. What would happen with the payments already made and who will pay the fees incurred with XXXX. She would forward it to her colleague in the service department.
XX/XX/XXXX I received a letter from GR. It stated our loan was now being transferred to XXXX. I immediately reached out to XXXX as well. She said she would forward it to her service department.
XX/XX/XXXX XXXX said per her colleague they would submit a correction for our credit report. They were not sure why the loan wasnt transferred on time.
XX/XX/XXXX - They submitted the credit report correction. I followed back up to ask again, have they contacted XXXX, who will pay the fees and what happens to the money they received that they shouldnt have? More over mentioning that we now have had two credit cards close on us as well as a few who lowered the limit because our credit took such a massive hit. She said she would pass that along.
At this point, we are several months of going back and forth. I am sure I missed some milestones in-between but these are the major points. GR has not really taken accountability for the mess they created and I am unsure how to correct things with XXXX. My credit will never be the same after this since they can do nothing about the cards who closed on us or lowered the limits.
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| 09/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I am filing this formal grievance about Guaranteed Rate Affinity. It is clear that this mortgage company hires lenders who are unfamiliar with the very loan products that they pursue for their clients. This explains why three days before closing on a townhouse that I learned that I was never eligible for a FHA loan ( given that I have a loan that will never amortize given my enrollment in the public service loan repayment program which requires that I use a 1 % metric that artificially inflates my monthly loan expenses making me ineligible ). This loan officer did not undergo the underwriting process ( which is designed to flag these very issues well before an inspection and appraisal is complete ). So, I had to scramble to beg my landlord to allow me to extend my stay ( since I had planned to move into my new home that weekend ). This same lender apologized for the oversight and persuaded me to stay with them given that they had all my financial information ( and timing was an issue since I needed to move given my lease was up and I had planned to move into my new home before learning of their gross negligence ).
I was transferred to a new loan officer to pursue a conventional loan as a first time homebuyer ( who was eligible for 3 % down payment assistance from a first time homeowners program ). Given my six figure income and over XXXX credit score, I just knew I would not have an issue securing a mortgage loan. Wrong. I was told that I was ineligible for the XXXX XXXX conventional loan ( with no documented evidence other than a credit report that showed that I opened erroneously opened a new account when in fact they just sent me a new card due to a reported misplaced card ) and therefore needed to pursue a XXXX XXXX conventional loan. The latter loan carried with it a 4.75 % interest rate. There is no way that I wanted to pursue this, but was told I had no choice if I wanted an approved loan. This just felt predatory to me. I contacted the regional manager, who asked my loan officer to contact XXXX XXXX to share determination details. This never happened. When I circled back on the status of documented evidence of ineligibility, I was told that it was beyond their scope of work to render such justifications because they are swamped with work and working 11 hour days. Again, this did not sit well with me- it was unprofessional to say the least. I talked with my agent, who noted that I should just move forward with the loan, and we got to 4 days before closing when my closing disclosure included an additional {$130.00} for PMI. I asked why the loan officer would make this change, email it to me without referencing it, and wait until the week of closing to change the monthly mortgage. I was told that she hadn't opened the CD and did not know the PMI had been changed ( which is unacceptable for a loan officer to share documents they haven't yet reviewed ) but also she noted that the first time homebuyers program did not update their website so the underwriters were unable to include the accurate rate or my income level. Again, this felt predatory so I inquired with the first time homebuyers program who sent me the lenders guidebook that clearly delineated this PMI. So, this means that the lender just falsified the reason this changed and likely have been withholding the truth about everything else I had inquired about to-date. I closed on my home on XX/XX/2020 but knew that I would formally file a complaint because the regional XXXX and loan officers are unwilling to hold themselves accountable or fully investigate these missteps.
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| 03/05/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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We closed on our house on XX/XX/XXXX and I was provided two payment coupons for payment to Guaranteed Rate Inc . Both the XXXX and XXXX payments were submitted timely and have been cashed. On XX/XX/XXXX, I received a mortgage statement from Guaranteed Rate ( not selling the loan, so servicing team ) assigning me a new loan number and demanding payment on both XXXX and XXXX and demanding payment be made within 1 day, by XX/XX/XXXX. The statement showed my account past due. The statement also showed that it took them 60 days to post my escrow closing payment. I called the company immediately and provided details about my account including details of the checks, dates, amounts and dates cashed. The customer service representative said he made notes on my account and would put a hold on my account until the end of XXXX.
On XX/XX/XXXX I received additional notification that my account was being reported to a collection agency. I called the collection department and nothing had been noted on my account from the prior call - no hold, no notes of the payment information, anything. The woman in collections did make notes on the account. She also said it was my responsibility to send in copies of the cancelled checks as well as the temporary payment coupons because she could see no payments in the system under either of the two account numbers associated with my account. If it was my responsibility, why don't I just self service my own loan. Because this impacts my credit and financial stability, I will do what I need to do to fix the situation.
On XX/XX/XXXX, I went to the bank and got official images of the XXXX and XXXX payments ( front and back ) and I sent to the collections department a detailed letter, the two temporary coupons and the check images. I followed up with a call to the collections department and they told me not to worry about it, it would eventually work itself out and I could go online to monitor my account. They also said the collection letter was an automated system generated letter and I could ignore it. They also advised that I could monitor my account online and provided the website. When I tried to set up an online account, my computer 's firewall said it was not a safe or secure website that could be trusted.
I understand in the mortgage industry, many mortgages are sold to servicing companies, but with the digital age, it should not take this long. Additionally, because my loan is not actually being sold, there is no excuse for a delay in the set-up. I closed with Guaranteed Rate and Guaranteed Rate is my servicing company unfortunately. I have spent more than 15 hours on the phone with them and providing information to them that should already be within their purview. And to have their customer service representatives tell me don't worry about the correspondence because it will work itself out. I am sorry, my stellar credit is something I strive and work hard for. To have some non-trained, unknowledgeable person tell me it isn't a big deal is unacceptable.
This company is abysmal at best. They were a partner with the relocation company my company used. I have escalated this to the relocation company and they are addressing with their supply chain team and reconsidering whether or not they want to continue this partnership.
No one should use Guaranteed Rate Inc . They can provide low rates because they have untrained, inexperienced people doing the work, which reduces their overhead and gives them a market advantage on rates they can offer.
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| 09/11/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Older American, Servicemember |
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Please investigate the predatory lending practice I encountered at Guaranteed Rate, XXXX, IL mortgage Loan Disclosure closing XX/XX/2018 XXXX XXXX at the office of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX. I refused to sign the contract presented because the original mortgage loan disclosure agreement XXXX dated Wednesday XX/XX/2018 that I agreed to was revised Friday XX/XX/2018 at end of business resulting in the following discrepancies : Estimated Taxes Insurance and Assessments of $ XXXX/month increased to $ XXXX/month.
The basis of the loan disclosure for escrow was XXXX XXXX County Texas property tax {$2800.00} throughout the process until the revision on Friday XX/XX/18 end of business.
Eligible and approved XXXX County, Texas Over Age XXXX Property Tax Exemption which reduces my property value assessment by {$50000.00} was not adjusted downward as appropriate.
Last minute loan disclosure revision XX/XX/18 increased property tax escrow to {$3900.00} in excess of the {$2800.00} basis I agreed upon ; and in excess of the XXXX XXXX County Texas property tax value {$3100.00} before Over Age XXXX Property Tax Exemption is adjusted downward.
Cash out to borrower of {$12000.00} on XX/XX/18 disclosure was reduced {$10000.00} on XX/XX/18 disclosure, creating a {$2300.00} shortfall to payoff my life insurance loan.
Requested explanation from Guaranteed Rate how they justified the discrepancies but have received no reply since the refusal to sign improper last minute revision.
o XXXX XXXX, Senior Mortgage Specialist XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX & XXXX XXXX , IL XXXX o XXXX XXXX, ( IR ) Loan Coordinator XXXX Office : ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX o XXXX XXXX, Sales Assistant XXXX Office : ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX & XXXX XXXX, IL XXXX No reply for the specific explanation of the difference between the cash out amounts explaining the loss of cash to close beyond property tax difference ( {$3900.00} dated XX/XX/XXXX - {$2800.00} = {$1000.00} ) There remains an explanation of why there is a shortfall of {$1200.00} ( {$2300.00} - {$1000.00} property tax discrepancy ) cash to close.
I offered conciliatory request to make me whole based on the loan disclosure that was presented on XX/XX/18 but Ive received no reply or good faith effort from Guaranteed Rate to reconcile.
I consider all third party expenses they incurred in the process of presenting this mortgage loan unwarranted and Guaranteed Rates responsibility for payment due to predatory lending violations.
The basis of my claim of predatory lending is derived from U.S. Department of Housing and Urban Development cautioning borrowers to report instances including, The Costs or Loan Terms at Closing Are Not What You Agreed To in their What Tactics Predators Use brochure. https : //www.hud.govXXXX In addition, XXXX XXXX , Mobile Notary Public hired through Guaranteed Rate to document and notarize the closing process, was puzzled why he received two disclosure agreements and said this is the first time he has encountered refusal to sign during his short career with 105 closings. XXXX XXXX, Mobile Notary Public offices in XXXX, TX ( XXXX ) XXXX XXXX.
I request your investigation into Guaranteed Rate predatory lending practices, especially because I am considered a senior citizen. No individual should be allowed to keep their license operating in this manner.
Please respond with a case number and notify me of your findings.
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| 06/16/2022 |
Yes |
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- Trouble during payment process
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Web |
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I currently have a mortgage with the company Guaranteed Rate , Inc. This relationship was established in XX/XX/XXXX. Initially, once all my documents were turned in my mortgage payment was {$1100.00}. At the beginning of the year, XX/XX/XXXX my payments unexpectedly changed. When I logged in to make my mortgage payment, I now had a payment due of {$1300.00}. After contacting Guaranteed Rate on numerous occasions to find out exactly what happened I was finally advised in XXXX that the change occurred due to the insurance company, XXXX XXXX, increasing my premium. There was some miscommunication and mishandling of paperwork and the insurance company required additional documents. Guaranteed Rate rep XXXX advised once received my policy would be corrected immediately. I supplied the insurance company with those documents back in XXXX and they intern supplied those documents to Guaranteed Rate. In addition to the company sending the documents I personally uploaded them to my account on XXXX and sent them by email to the insurance dept at XXXX on XXXX. However, I still had to pay {$1300.00} in XXXX, XXXX, and XXXX. I was advised because the documents were not received in properly on behalf of the insurance team with Guaranteed Rate and were not uploaded until XXXX that my new rate would not start until XXXX. I understood XXXX payment would possibly still be {$1300.00} due to processing time, but I was advised by XXXX my account would be fixed. All the paperwork has been turned in to the insurance company, XXXX XXXX, and they ended up sending me a refund for XXXX because I was overcharged for the month of XXXX. Once everything had been corrected in XXXX my annual premium went back to a normal rate of {$940.00} annually but for the month of XXXX the mortgage company is still trying to charge me {$1300.00} although they received and completed their paperwork by XX/XX/XXXX. I have called numerous times since XXXX, and I have received numerous reps. I spoke with a supervisor XXXX or XXXX on XX/XX/XXXX regarding my inquiry and why my rate had not changed. She advised and verified that the documents were received and completed on XX/XX/XXXX however my account had not been updated. She then gave me a new rate of {$1100.00} and asked if she could take the payment via phone so that she can notate the account that the new rate applies for XXXX and the account would be updated within 72 hours ( about 3 days ). All of that information was documented, and she processed my payment and I also have the receipt. However, when I checked my account to make sure the payment was applied so that I do not receive a late fee it showed my payment had not been received. I reached back out and was then advised by XXXX that the information was incorrect and that she saw my payment but that does not apply for XXXX. I have spoken with the insurance department supervisor XXXX who verified the appropriate documents were received in XXXX and applied and she stated she is not sure why customer service has not updated the information. I am being passed back-and-forth between the insurance department and customer service, yet no one can tell me why my rate has not changed. The mortgage company is trying to overcharge me for the month of XX/XX/XXXX because of their negligence from XX/XX/XXXX up until this point. I have included proof of communication and upon request I can supply a copy of the refund initially issued in XXXX by XXXX XXXX for overpayment in XX/XX/XXXX.
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| 02/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I was a previous customer of Guarantee Rates ( GRI, https : //www.rate.com/ ), and my mortgage was sold to XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) in XX/XX/XXXX. I recently learned that there is a unrecognized transaction for {$2200.00} on XX/XX/XXXX from my escrow account with XXXX. The transaction was denoted inconsistently as NOT USED or XXXX XXXX XXXX ( see attachment ) in different documents. Despite the inconsistency, the amount just disappeared from my escrow account.
I contacted XXXX about the transaction, and they simply said the transaction was a bill from my previous mortgage service provider GRI. I tried to contact GRI multiple times, and was finally successfully learning from them after weeks of attempts and the help from Better Business Bureau. However, the GRI representative said they have nothing to do with the transaction, and the transaction was for either city tax or homeowner insurance. Their explanation that the transaction was for tax or insurance is definitely far from the truth, as there is another city tax disbursement on the same month ( XX/XX/XXXX ) and insurance disbursment on XX/XX/XXXX ( see attachment ). I am also very confused about the contradicting comment if the transaction was a bill from GRI ( based on XXXX representative ) or not ( based on GRI ).
The entire process for chasing the truth is also painful. I reached out to both GRI and XXXX customer service multiple times over the past months to inquire about this transaction. Many times my attempts were met with unhelpful and rude representatives. They have refused to provide any further information about the transaction and refused to look into the details. They threw out some random explanations without any verification and consistently redirected me to other departments or companies, without addressing my concerns directly. Even after I have contacted Better Business Bureau, their agents still pointing fingers to me or the other company and provide inconsistent information ( whether the transaction was for billing from GRI or not ).
I understand each side ( GRI or XXXX ) might not have full visibility to the transactions as my mortgage service has been transferred to XXXX. However, obviously there is something falling through cracks and the transition information has so many mismatches and gaps. I believe it's the responsibility of GRI and XXXX to make sure the transition goes smoothly. I am very disappointed that I am the person to stitch shattered information to get the transition back on track, instead of GRI and XXXX. I am also very disappointed and surprised about how little support I got and how much misinformation I continue to learn from both GRI and XXXX, when I take the initiative to get the transition back on track.
I am deeply concerned about this matter and feel that the transaction could be a potential case of fraud. I will be very appreciated that you investigate this matter and take appropriate action to ensure that my account and personal information are secure. I request that GRI and XXXX to sort out the transition, and compensate me for the transaction and any incurred interests ( if that's proved an error ), as well as my time spent in tracking this matter. I also request that GRI and XXXX customer service representatives receive better training in how to handle customer complaints, as the unprofessional and dismissive manner in which they have treated me is unacceptable. Thank you for your help.
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| 10/30/2019 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In XXXX, I was issued an updated ( my previous, with same lender, had expired ) preapproval letter from Guaranteed Rate, Inc. through lender XXXX XXXX. With that preapproval letter I came across a fixer upper, I had previously offered on, and resubmitted a new offer, in XXXX. After submitting the offer, it was accepted and the sales contract was presented to the Guaranteed Rate, Inc. representative, XXXX XXXX. I went through attorney review assuming everything was moving in the right direction, met with contractors, conducted a feasibility report ( {$300.00} ) and submitted those findings to the representative, XXXX XXXX who had even asked us, previously, the contractors name and license #. As was his usual it took a while for him to respond ; so long in fact that I sought out another lender who let me know that based on what he was seeing, the repair costs plus the purchase price exceeded what I was approved for and he could not understand why I was even given a preapproval for the amount I was preapproved for anyway. After finally getting a response from the Guaranteed Rate, Inc. representative XXXX XXXX, he told me that the repair costs were too high and the loan would not be approved. Fine with that, I requested a denial letter to submit to the seller. Well within the 30 days, to avoid losing my earnest money of {$1000.00}, only to be strung along with, you have my word, Im working on it, it will take a few days to process and on and on. Fast forward to XXXX XXXX ( this has been ongoing since XXXX ) when XXXX XXXX called me a liar, telling me that he told me, my brokers assistant and my attorney to pump the brakes on this, from the beginning, and we went ahead anyhow. I can not figure out for the life of me why I, along with my broker and attorney would move forward on a property that there was no loan backing to fund. Its not like I had the $ XXXX sitting in an account somewhere to make it happen without a lender. I have spoken to both the brokers and the attorney who undoubtedly deny ever being told by XXXX XXXX to pump the brakes on anything.
To date, the seller is requesting a letter from the lender to cancel the contract. After, once again, not hearing from XXXX XXXX, I reached out to Guaranteed Rates, Inc. XXXX office and a XXXX XXXX took on the issue. After saying he could not legally issue a letter because nothing had been submitted to them from XXXX XXXX regarding any loan amount he connected me to a XXXX XXXX. My wife and I spoke to XXXX XXXX who confirmed that although their representative XXXX XXXX issued the preapproval letter it does not guarantee a loan, which I understand applies to all preapproval letters, and he nor Guaranteed Rate, Inc. could issue a denial letter to the seller. He implied that XXXX XXXX would be dealt with internally and no information could be given to us regarding what disciplinary measures will be taken. In addition, supervisor, XXXX XXXX now refers to all verbal correspondence with XXXX XXXX as hearsay and has opted to take his word over those of numerous others who ave nothing to gain from not telling the truth. The bottom line remains there is no letter to submit to the seller and we are out {$1300.00} of earnest money and a feasibility report, not to mention the time spent driving back and forth to the property an hour and a half away from my current residence. My lapse in judgement, in this process, was not finding another lender, from the beginning.
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| 10/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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The real estate transaction was closed on XX/XX/XXXX, with a first payment due on XX/XX/XXXX to Guaranteed Rate Inc. ( GRI ). After the closing and before the XXXX payment date, I received several email and hard copy notices from GRI concerning methods by which I could make that payment. One of those offered was trough an online portal-apparently, a third party service provider at XXXX XXXX XXXX XXXX XXXX. As a young XXXX, I was eager to take advantage of 21st century technology and use the portal as offered. I proceeded to establish my credentials at the portal and make my XXXX XXXX payment there ( Confirmation included here ) .I was concerned in the following days as my bank account failed to reflect the transaction. After consulting the portal site several times, I concluded that I might have made some mistake, and so on XXXX XXXX, I repeated the payment process ( Confirmation included here ). ON XX/XX/XXXX, I received a hard copy Mortgage Statement from GRI listing a XXXX XX/XX/XXXX receipt of my full {$1700.00} payment. ( Statement included here ). During the week of XX/XX/XXXX I received Borrower Notification, dated XX/XX/XXXX from XXXX XXXX indicating that they had purchased my loan. While the notification clearly instructs me to continue to make mortgage payments to GRI, I thought this end of the month transaction between GRI AND XXXX could explain the delay in withdrawing the payment funds from my bank account.
On Friday, XXXX XXXX, XXXX at XXXX XXXX, I received a call from a GRI representative who informed me that 1 ) the bank account number that I submitted to the portal was incorrect, 2 ) GRI charged me a {$60.00} bad check fee for both the XXXX XXXX and the XXXX XXXX payment efforts on my part. ( I recognized the incoming call from XXXX as the same exchange as the GRI customer service number that I had called at XXXX XXXX on XXXX XXXXto confirm that in fact my XXXX XXXX payment was received and credited to my account ). I was instructed to correct the bank account number in my portal profile and pay again. As the screen capture ( XXXX XXXX file included here ) indicates, the portal blanks out the payment account number on the screen, so at no time since establishing the credentials could I have verified he number for myself!
My experience clearly documents inadequate, unverified customer facing communications on the part of GRI, whether mis-intentioned or mal-intentioned I can not say. GRI did in fact fail to notify me in a timely manner after the XXXX XXXX payment did not process, as I result, they do me a favor and waive the second bad check fee while I face a substantial potential late fee. Maybe God and GRUI know if my XXXX XXXX portal transaction is complete and effective, but I certainly have no way of knowing until Monday XX/XX/XXXX. The effect on my credit rating ( over 800 at the rime of this loan application ) is at the mercy of the unverified, unreliable, and beyond consumer inspection.
I want your agency to assure that I pay no penalty, financial or credit rating wise, for the GRI portal, and the corporate handling of the XXXX XXXX payment failure ( waiting 14 days to advise this consumer of an input error is a corporate practice, not a software system glitch. I am not familiar with the scope of your authority, but I would hope you all have the authority to compel GRI to incorporate effective consumer protection safeguards in their software and their management practices.
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| 04/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XX/XX/2022 we applied for a Conventional / Jumbo Mortgage through Guaranteed Rate in XXXX, CA.
We submitted our names, income, Social Security numbers, Property address, Estimate of the value of the property, and the desired loan amount in addition to bank statements, w-2s, tax returns, rental payment history, 1099s. On XX/XX/XXXX we were pre-approved and received the pre-approval letter along with their loan summary.
I then asked them to provide us with the official Loan Estimate.
They responded saying, This is as official as it gets until you are in contract with actual title fees and home address. What do you feel is missing?
I replied, Aren't all lenders required to use the same standard Loan Estimate form? This way we can compare mortgage loans so we can choose the one that is best for us?
After hopping in a phone call with them and explaining that I wanted the official Loan Estimate they replied in an email : we tried to get the Loan Estimate to you. I am sorry but our system does not allow us to send out Loan Estimates as we have a department that send them once we are in contract. Unfortunately, the loan summary I provided is all I can provide until you are in contract on a specific property. I apologize for the inconvenience.
I then replied, Lenders are required to send us an official loan estimate so that does not make sense. Please send us the official Loan Estimate.
They replied, I have already reached out to our compliance department and will explore this issue with XXXX tomorrow. Meanwhile, its clear that you have other lenders who were able to provide exactly what you want for your rate search. I will withdraw your application and I wish you the very best in your pursuit of a loan.
I said back in email, No, please dont withdrawal our application. We would like to have the official Loan Estimate as required on your part. Thank you!
They replied, I am choosing to withdraw your application. As to the loan estimate, I have already explained that this can not be resolved tonight. You are not in contract. You have been courting several lenders. I just do not think we are going to be able to move past your frustration and into one of mutual trust.
I do wish you well and when I find out if and where XXXX made an error, I will tell you regardless. I want to continue to be totally straightforward with you as I have since our call one hour ago. Had you approached me directly yesterday, I could have addressed this sooner.
I replied in email, The error would be you not sending us the official Loan Estimate.
It doesnt have to be resolved tonight. It can be resolved tomorrow. We sent you everything needed. Whats clear to me, is you do not like that we are doing our due diligence and attempting to secure the best rates for ourselves. Looking forward to receiving the official Loan Estimate from y
ou.
They replied, That is an unfortunate conclusion and all the more reason why I do not want to work together. You are set on one thing, not hearing anything else. We sent a loan summary and have been very clear about our fees and rates. With my clients, I run scenarios and summaries often. The loan estimate I believe I have discussed this in detail.
So all in all, they refuse to send me an official Loan Estimate and because I pushed back demanding one, they withdrew my application. We have exceptional credit and are well qualified buyers Please help!
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| 07/28/2019 |
Yes |
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Web |
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I applied for a loan with Guaranteed Rate on XX/XX/2019. I received my pre-approval on XX/XX/2019. I submitted an offer on the house on XX/XX/2019, which was accepted. We set a closing date for XX/XX/2019, which I was assured would be no problem by my mortgage specialist, XXXX XXXX. As the closing date came closer, the whole process with Guaranteed Rate became a nightmare. The original closing date came and went, and I was told almost every day that it would just be another day or two, however, I wasnt actually able to close until XX/XX/2019.
Due to all the delays, directly caused by Guaranteed rate, I was promised a total of {$3500.00} in lender credits to ease the suffering I endured during this process at the hands of XXXX XXXX and his team at Guaranteed Rate. Before this home purchase, I was renting a house that the owners sold, and my wife and I had to be out of the house on XX/XX/2019 ( 18 days after the original closing date ). Because we couldnt close on time, my wife and I were homeless from XX/XX/2019 until XX/XX/2019. At this point I had been promised {$2000.00} in lender credits because of delays caused by Guaranteed Rate, but XXXX XXXX promised me another {$1500.00} ( bringing the total to the previously mentioned {$3500.00} ) to help us with expenses incurred from being homeless for the weekend.
On XX/XX/2019, XXXX XXXX from Guaranteed Rate sent over a closing disclosure, showing my cash to close estimated at {$6500.00}. When I arrived at the title company on XX/XX/2019, Guaranteed Rate sent over another disclosure showing cash to close at around $ XXXX. I had stated I was putting $ XXXX down, I was receiving an $ XXXX credit from the seller, and then also the {$3500.00} lender credit from Guaranteed Rate. Prior to closing I had provided the seller with $ XXXX in earnest money.
I had brought with me a cashiers check for {$7500.00} which should have been more than enough to cover the closing as previously described by Guaranteed Rate. However, when we went to process the paperwork, Guaranteed Rate then sent over another disclosure, which then stated that I needed over $ XXXX to close.
This was due to the fact that the seller credit completely covered all the closing costs and I was told by Guaranteed Rate that they were taking away the {$3500.00} credit they promised me for my pain and suffering through the loan process. I was told that they had nothing they could apply the lender credit to, and so I had to lose that money. This was my first time buying a house and I was never informed by Guaranteed Rate prior to closing that the credit could not be used toward a down payment. In fact, they sent me multiple closing disclosures that show the {$3500.00} lender credit decreasing the amount I owed for my down payment.
They put me in a position where I was forced to close on the loan, otherwise my wife and I would be homeless. XXXX XXXX and his team knew the entire time that they couldnt give me the lender credit they promised me, and they kept increasing the amount of the credit several times to keep me happy, knowing I would never see any of that money.
They sent me multiple closing disclosures that were a complete lie, and I never received any of the money that they promised me due to emotional and monetary hardships endured by their incompetence. The way that this was handled was completely fraudulent behavior by XXXX XXXX and his team.
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| 04/24/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Credit decision / Underwriting
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Web |
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Applied for a refinance with Guaranteed Rate back the beginning of XXXX 2014. When a condition was asked for, it was provided quickly. Conditions were asked for numerous times. I had been told that my file had gone through at least XXXX U/W 's. I had applied for a loan amount of {$50000.00}, and was asked after application docs and required employment docs had been sent, if I wanted to up it to {$75000.00}, and I said sure! I had assumed that since I was asked that, everything was reviewed, and we had room to go higher. After many emails, stating we were ready to close, there would always be something to come up with an U/W. I finally got so angry, that I had sent an email to VP and CEO XXXX XXXX. It took a few days for XXXX, XXXX assistant. He said I would be hearing from XXXX XXXX, and after a few days, I had no call. I reached out to XXXX again, and he stated he would be in touch with me by the end of the day. NOPE! I then got a call from a XXXX asking what my concerns were, and reviewed how upset I was. She stated she would forward on, and have someone get in touch with me ... Once again, no one reached out! After many emails back and forth with the XXXX, XXXX XXXX, and XXXX XXXX, They all of a sudden got us approved, and ready to close in XXXX day. Why didnt that happen sooner? We were told Friday, XXXX XXXX, we would be closing XXXX thing Monday morning with Traveling notary. My husband works In XXXX, and he had to miss a day of work to get this done. They stated docs could not be sent to XXXX because even thought my wife is not on the loan, she had to sign a few docs. I had requested that some closing fees be waived due to my refinance taking 4 months to close. I had received a document from XXXX XXXX for a Credit rescore fee of {$200.00}, and I had responded back with a request for an explanation, and if that could be waived due to the time frame of the refinance, with not return response from anyone CC 'd on the email.
I get the closing docs, and they charged me for a full years payment to my insurance company, which I make monthly payments on. I dont even escrow my insurance, and it was not due!!!! Waiting on explanation of that. No closing fees waived which is horrible since this has taken so long, and it was not my part!! They also lowered my loan amount without disclosing it to me. I didnt find out until the HUD arrived.
Although I do understand Ratios were a bit high, but we had less than a 50 % LTV. I did tell the XXXX that paying off debt was fine, and provided current statements. I did mention lowering the loan amount ( after I was told to up it ), was ok with me, but no one ever disclosed a new loan amount to me, for signature until the HUD arrived.
I would never recommend Guaranteed Rate. A refinance should be quick and easy, especially when requested documents are provided when asked for, as well as many emails stating I was ready to close ~ and in essence, I wasnt..
XXXX emaills to XXXX XXXX asking what new docs were - no responseLoan amount changed, never disclosed to me. Found out at closing table.
Lox for credit inquiry requested after all closing docs signed. That info had already been given to XXXX XXXX, and I never heard anything else.
I completed a survey after closing with my concerns, and no one has reached out to me. Why even send a survey then?
Poor, Poor lender. Would NEVER recommend.
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| 11/05/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Application denials
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Web |
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On XX/XX/23, I applied for a FHA XXXX XXXX XXXX. All documentation was sent to the lender as requested and on XX/XX/23 my application was forwarded onto the next stage with a renovation specialist, the XXXX XXXX XXXX XXXX XXXXXXXX to be exact. On XX/XX/23, I received a phone call of denial for the loan.
When the specialist called, he started by stating he could give me the short story and if needed he could give me the long story, but essentially told me they were not going to move forward with this loan. He briefly stated that there was too much of a spread between what the bank was permitted to charge in fees vs what would be needed to complete the loan. I told him I did not understand and that he needed to provide me the long explanation and give me the exact difference in the amount. He told me there was about a {$2700.00} difference between what was needed vs. what my request came in at. I stated to him {$2700.00} on a loan amount of $ XXXX seemed minor and I asked him what need to be done to close the gap. Also, I pointed out that the amount needed for the renovation was my " guess '' and not a detailed estimate from a contractor. I did not understand how such a formal decision could be made so quickly with limited information. He attempted to expound with a bunch of financial jargon and even went as far as to say that my quoted interest rate of 8 % was not valuable enough in today 's market. He then added I needed to give wait to apply a little longer and restated that there was nothing that could be done. This went on for about XXXX which was very tiresome as there was a lot of casual laughing on his part as if I was asking humorous questions. To close out the conversation, I asked him " just so that I am on the same page, you are telling me there is nothing wrong with my credit, my finances, but this loan is not profitable enough for your institution? Is that correct? '' He responded by saying not exactly but offered more of the same explanation. I then asked him if he could send his response to me via email, to which he responded he could somewhat explain it in an email.
The next day on XX/XX/23, I received the official denial letter from the institution telling me that I was denied on the basis of credit. This is NOT in any way what was stated on the phone or in the email I received.
Keep in mind a few things : XXXX ) The FHA min score is XXXX for a loan of this type and my XXXX XXXX XXXX score is a XXXX, so I am most certainly above the minimum.
XXXX ) I carry very little debt, under $ XXXX with roughly 1 % utilization on $ XXXX of available credit.
XXXX ) My income is over $ XXXX. I requested $ XXXX on a XXXX fixed loan which is relatively small in today 's time. This is a XXXX refi loan on a home I currently own with an estimated $ XXXX XXXX and under $ XXXX on the current mortgage balance.
It is my suspicion there was wrongdoing and lack of diligence in the decision-making process which resulted in my wrongful denial based on credit. If the loan was unprofitable for the institution, then that is what should have been stated on the denial letter as told to me by the VP. For the institution to blame me by wrongfully, stating denial due to credit unworthiness is ethically wrong and illegal.
I ask that the CFPB investigate this matter as this should not have happened.
Thank You
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| 02/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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My name is XXXX XXXX and my husband XXXX XXXX, We began the process of refinancing our home on XX/XX/2020 with the company Guaranteed Rate. We were informed that the process was to take about a month or a month and a half. We ran into the issue of our home having XXXX XXXX. Our contract with our XXXX XXXX was through XXXX. The issue was that the contract was written for us in XXXX, and Guaranteed Rate demanded it in XXXX. I spoke with the company XXXX to see if we would receive another copy in XXXX, and denied our request. XXXX XXXX, an agent of Guaranteed rate, working with us through the refinancing process also helped request the English copy. This was denied as well. We made our best efforts to provide the paperwork they needed.
Guaranteed Rate then told us to seek a translator, and that it would cost about XXXX dollars. And that was money that at the time, out of pocket we could not immediately provide. After much back and forth, they said they would accept the original XXXX copy of the documents. We were happy, that finally 2 months later they were willing to accept the XXXX copy. Two days after receiving the good news, they told us that actually, they could not.
At this point, I started to feel discriminated against and extremely frustrated because it felt like they were giving us the runaround and being unprofessional. We attempted many times to get in contact with managers in charge or just anyone who could explain why the sudden change in decision. We were ignored, voicemails were unanswered, no one made an effort to reach out to us. This all seemed very unprofessional as we were feeling neglected. At this point, they were already making extensions on the interest rate. And they wanted us to pay the extensions on the interest rate, which was not our fault for the unnecessary delays. They were expecting us to pay 3 extensions. XXXX, the only one working by our side, tried to speak with her managers to remove these ridiculous charges. At the end of it, she could only manage to remove 2 extension charges, and that left us paying for one of them. After all of this back and forth, they finally accepted. On XX/XX/2020, we finally signed the refinancing contract, but we still were forced to pay {$240.00} for the one extension they did not dismiss.
This seems very unfair to us because it was not our fault they were delaying the process when we did nothing but provide everything they asked for in a timely manner and even tried several times to speak to them on any issues they had throughout the process. We want you to please investigate this case because we believe they discriminated against us, made many mistakes in the process. We also wish to prevent anyone in the future to receive this kind of treatment from this company. We have been through the refinancing process before in the past with other properties and never did I receive such horrible treatment. Even the HR representative, XXXX XXXX, went through our file and apologized on behalf of Guaranteed Rate over the phone. He told us over the phone, he was contracted by the company because Guaranteed Rate realized they also had XXXX clients. He even said revising the files he discovered many things wrong with our case. So again we hope that we can receive any help from you, we would be very grateful.
Thank you
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| 07/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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This is to file a complaint against XXXX XXXX XXXX and Guaranteed Rate mortgage companies for loosing my XX/XX/XXXX payment after my loan was sold.
My loan was sold around XX/XX/XXXX. I made my XXXX payment to Guaranteed Rate ( Acct. # XXXX ) ; in XXXX I receive a statement from XXXX XXXX XXXX ( Acct. # XXXX ) with nothing about them not receiving my XXXX payment. I made my XXXX payment and my XXXX payment for the full amounts prior to the due date. However, when I received my XXXX statement it showed that I was past due a full payment.
On XX/XX/XXXX I called XXXX XXXX XXXX and spoke to XXXX. She told me that my XXXX payment was never receive. I explained that I had paid it to Guaranteed Rate and that they should have transferred it to them. She said that when they transfer fund it is in a lump sum and so someone needs to figure out which account to apply the payments to. She told me to send a copy of my XXXX statement to her supervisor XXXX XXXX. I did that immediately.
On XX/XX/XXXX I received a call from XXXX from XXXX XXXX XXXX. She informed me that the research dept. received my XXXX statement but said I needed to provide a copy of the front and back of my cancelled check as proof of payment. I explained that I made my payment electronically. She said she would talk to XXXX.
Next, I went into my online banking and found an electronic funds verification of the payment to Guaranteed Rate and emailed it to XXXX.
Then on XX/XX/XXXX, I called my bank XXXX and was told by the rep that they posted my XXXX payment on XXXX to Guaranteed Rate. She said that she would submit a request for research to be done to see if they could provide me with some other form of proof of payment.
On XXXX I received a call from XXXX at XXXX XXXX XXXX who said that my phone number popped up on her ACD and she didn't know why she was talking to me. I explained the entire situation and she said she would talk to XXXX.
By this time I was very upset and frustrated with XXXX XXXX XXXX. I contacted Guaranteed Rate 's servicing dept. and spoke to XXXX who told me that he didn't show that Guaranteed Rate received my XXXX payment. I explained that my bank verified that they sent the payment to them. I then sent an email to Guaranteed Rate and copied XXXX from XXXX XXXX with the copy of my electronic payment verification. After that I receive a quick email from XXXX that said she received the verification and passed it on the dept. that would research it.
On XXXX at XXXX I received a collection call from XXXX XXXX XXXX asking me when I was going to make my XXXX payment!!! I explained what was going on with the investigation of my XXXX payment and he told me that they took my XXXX payment to XXXX and XXXX payment to XXXX. I explained everything and everyone that I had already talked to and he said there was no notification on my account of any of those conversations but would notate it on my account and then hung up on me.
So I am at my wits end here and need help because SOMEONE has my XXXX mortgage payment! It is either XXXX XXXX or Guaranteed Rate or else one of their employees stole my money.
Please help me resolve this because it is apparent that both of these banks don't have reliable processes in place to deal with their sold loans.
Thank you, XXXX '
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| 06/09/2015 |
Yes |
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- Settlement process and costs
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Web |
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We went with the mortgage company, Guaranteed Rate, starting in XX/XX/XXXX. They sent our credit card numbers to our employers HR dept. We were notified that it was sent over, via phone call from my husband 's employer. I sent the information to my loan officer and he said he addressed the issue.We were XXXX applying for a USDA loan, however, we found that we made {$160.00} too much a year in order to qualify for the loan. The APR for the USDA was 3.875 %, once we switched to FHA, the APR was 4.0 %. I received an approval letter for my loan, and they input a new APR of 4.125 % on the paperwork and never notified me of the change. I worked with the loan officer and he informed me, " If you did n't go with the 4.125 % you will not get the credit of {$5300.00}, to help with closing costs. You are stuck in a boat and wo n't get the house if you do not do the 4.125 % so you have no choice. '' XXXX days prior to my close of escrow, we were asked to provide a letter of payment agreement for our XX/XX/XXXX taxes from the IRS. I went to the local IRS office and they were not able to provide the information since the letter takes XXXX weeks to process. This information was not indicated on our approval letter as a stipulation to close on the house. My realtor was cursed at by my loan officer, via email, when he was trying to obtain status of the loan. On the day of close of escrow, we were informed that the loan would not go through since we were unable to supply the letter from the IRS. The branch manager of the mortgage company then reran my credit, along with my husband 's, and then sent our SSN and our FICO scores to the seller 's realtor. He was trying to tell the realtor that due to our credit we did not qualify, which was completely untrue. We did not lose the loan due to an issue on our part, it was on the lender 's end, for not obtaining the information that they required in a timely manner after having my loan for over XXXX days. We were then homeless with XXXX children, and my mother that lives with me, and we were forced to live in a hotel for XXXX nights until we were able to find a rental. I am now out of my earnest deposit of {$2000.00} ..., money for a hotel stay of {$190.00}, money for food for during the hotel stay approximately {$50.00}, and a deposit of {$2900.00} for the rental that we were forced to rent instead of moving into our own home. The loan officer is now no longer employed with the mortgage company and I am needing to get help in obtaining my costs back to me and find a way to make a formal complaint on the person that sent in our credit card information and our SSN and FICO scores to the seller 's realtor as well as sending a letter that we backed out of our loan, when in fact, I have email evidence telling me what is needed in order to close on the house. This information was sent to the seller 's realtor by the branch manager XXXX XXXX. It 's not that I did n't want to provide the information, it 's that I could n't due to the request being done days before close of escrow. We did try to go through another finance group, but the sellers were not willing to wait any longer and relisted the house on the market because of this whole issue.
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| 06/23/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Guaranteed Rate is requiring {$700.00} to provide a Loan Estimate. I believe this contravenes regulations providing that the only fee a lender can ask borrower to pay prior to providing a Loan Estimate is a fee for obtaining a credit report. I am helping a friend apply for a mortgage from Guaranteed Rate. He requested a Loan Estimate.
1. The first response he received was : " Hello, Below are the estimated numbers for a cash out mortgage to XXXX. Please call me when you have a few minutes to talk. ... This is NOT a loan estimate. Your actual rate, payment, and costs could be higher. Get an official Loan Estimate before choosing a loan. Summary of Cash at Closing Quote for Debts to be Paid Off $ Lender Fees $ Appraisal Fees $ Prepaid Interest 30 days @ $ /day $ Insurance Escrow Reserves 6 months @ {$100.00} /month {$600.00} Tax Escrow Reserves 6 months @ {$100.00} /month {$600.00} Title Fees {$200.00} Lender 's Title Insurance {$620.00} Recording Fees {$160.00} Total Costs $ Total Loan Amount $ Total Credits $ Total Estimated Cash to Customer ( $ ) YOUR LOAN PROGRAM Estimated Value {$400000.00} Total Loan Amount {$300000.00} Interest Rate 3.875 % APR 4.002 % Product Agency Conforming XXXX 15 Year Fixed YOUR MONTHLY HOUSING COST BREAKDOWN Principal & Interest $ Insurance {$100.00} Taxes {$100.00} TOTAL $ The example of loan costs illustrated above does not represent a " Loan Estimate of Closing Costs '' that you will receive once you apply for a loan. 2. So he again requested a loan estimate : " We 'd like to progress this. Can you provide a Loan Estimate? Based on your email, I think we 'll want to move forward with an appraisal, but let 's get the Loan Estimate first. '' 3. The response was : Subject : NEXT STEPS *****PLEASE READ***** Dear, Below are the next few steps well need to complete to start the processing of your loan application. Its important we complete these initial steps as soon as possible : - Within the next 24-48 hours you will receive an email from XXXX requesting you electronically sign the initial disclosures. This will provide us the necessary authorization to move forward, so please do this as soon as you are able. The appraisal will be ordered and scheduled with the listing agent. Once we receive the completed report we will forward you a copy via email for your records. - Once you have signed your initial disclosures you will receive an email requesting a payment of {$700.00}. This is a deposit for the appraisal and application/underwriting fees and will be credited to the loan at closing. - My team will review the documents we already have on file for you. They will request any missing or updated items needed to submit your file to underwriting for initial approval. - While we are processing the loan, if at all possible, please refrain from any significant changes to your credit profile, including late payments, credit inquiries, opening or closing of accounts or significant balance increases. - If you need to make any large deposits or transfers with any of your bank or investment accounts please discuss with me beforehand to confirm these can be documented according to program requirements. ''
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| 04/10/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Let me start off stating I am very disappointed in my experience with Guaranteed Rate. I am a XXXX XXXX for a huge bank and chose to originate my first mortgage with Guaranteed Rate due to the overwhelming customer satisfaction experiences of other clients. To my surprise, after receiving a clear to close in XX/XX/XXXX and almost a 3 week notice of closing date, Guaranteed Rate dropped the ball by not having the final figures ready until after I showed up at closing, which is absolutely ridiculous when you have a 3 week notice of closing.
Per numerous conversations with XXXX XXXX, the mortgage consultant ( and I hope recorded ) he had explained the 2 % grant from XXXX XXXX XXXX Home Possible could be used toward the down payment of the 3 % customer required amount for XXXX XXXX XXXX XXXX XXXX program. He even told me I would most likely have to bring less than {$1000.00} to closing. I received an email on XX/XX/2018 from XXXX misleading me on the 3 2 5 Guaranteed Rate grant program and confirming my approximate cash to close would be about {$300.00}. The loan officer confirmed by email the 2 % grant could be applied to my 3 % contribution/down payment. I didn't receive a final settlement statement/closing disclosure until I was literally at the closing table and to my surprise my cash to close was {$4500.00}. XXXX was now saying the 2 % grant could not be applied to my 3 % minimum down payment. I was infuriated because this is not how the loan officer explained the 3 2 5 Guaranteed Rate program. This caused my final figures to be thrown off by not having enough closing costs to use all of the seller credit that I was given.
To make matters worse, he didn't fully utilize the {$6000.00} seller credit that was agreed upon between the seller and me. I bought the down the rate to 4.375 % since it was originally locked in at 4.875 %. The seller was only required to give me {$5000.00} at closing because XXXX didn't let me know ahead of time that there would be extra seller credit left over that could've been applied to buying down the rate. Not only did I lose out on {$1000.00} of seller credit but I lost out on saving interest by not buying down my rate with the entire seller credit. The seller 's attorney would not allow me to delay the closing to buy down the rate and stated I was in breach of contract if I did not sign on XX/XX/18. Now I ask, why didn't XXXX quote me a lower rate to buy down the interest rate even more prior to closing? Why was there extra seller credit that given back to the seller? The loan office miscalculated how the 2 % grant would be applied and cause me to close {$1000.00} in seller credit that could have been used to obtain a lower interest rate.
Buying a home is supposed to be one of the happiest days of your life and I was left at the closing crying because I had to come with cash to close that was not anticipated and lost money that was supposed to be given to me from the seller. How is it ok for a loan officer to mislead the customer to believe a credit can be applied towards a down payment then surprise the customer at closing by saying it can only be applied to closing costs?
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| 04/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Guaranteed Rate Inc is trying to force me to pay past due property taxes that are not owed by me.
Letter sent dated XX/XX/XXXX stating I have XXXX past due for the year of XXXX. That's incorrect. My XXXX was paid and XXXX. First installment was paid XX/XX/XXXX and second installment was paid XX/XX/XXXX.
They are picking up an unsecured property tax from XXXX which predates my ownership, which isn't issued to me, and also confirmed with XXXX XXXX XXXX in California that is not owed by me and will not be collected from me.
I had also gotten a clean title when I refinanced with them.
The letter said if I don't send proof within 30 days they will pay the outstanding tax and penalties and establish an impound account. They will incorrectly pay someone else 's bill and charge me for it, STEALING from me. They seem to have no interest in fixing it cause why should they? They get to charge more interest to me. This should be considered fraud on their part.
XX/XX/XXXX XXXX PT, called and spoke to XXXX . Explained the situation and she transferred me to a supervisor named XXXX. Explained the situation to XXXX. I shared my previous experience with XXXX XXXX XXXX on the matter, and also forwarded her the email of my correspondence with the property tax manager at XXXX XXXX XXXX on how XXXX was trying to collect something that wasn't due and the email shows the name of who actually owe the property tax. She creates a work order for the tax department and says there's a five to ten business days turn around.
XX/XX/XXXX called XXXX PT I called to follow up. Connected with a person named XXXX. Phone went on silence and after 15 mins, I hung up to call back to CS. The phone lines said the hours of operation were over. They had disconnected me as soon as the hours ended and left me on hold.
XX/XX/XXXX XXXX PT, called again and connected with XXXX XXXX Transferred to a supervisor again. Connected with XXXX who I had to explain the situation to again. XXXX put in a accelerated request and said there would be a response within 48 to 72 business hours.
XX/XX/XXXX XXXX PT. Did not get a response from Guaranteed Rate. Called and connected with XXXX. She transferred me to a supervisor XXXX. Explain the situation once again to XXXX. She asks I share documentation, which I explain I already sent to XXXX the first time. Have to re-send the same email to her that I sent to XXXX. She said she is starting another ticket and having them review and requesting their people call the Property Tax dept for XXXX XXXX XXXX, CA if the letter is not sufficient, but the work order will take five business days.
The 30 days for the letter is up in 2 days on Sunday, and they won't even look or respond before then. I have no reason to believe they will actually respond given the number of times I've contacted them. They will likely automatically add in the previous owners past due property tax, interest, and penalties and charge to me and effectively defraud me of $ XXXX that XXXX XXXX XXXX said I can't reallocate to my actual future property taxes cause I didn't initiate the payment.
|
| 08/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I was the victim of a university scam by XXXX university. My money was stolen from me by the faculty and I lost my job. In fact more than 20,000 students including XXXX XXXX XXXX XXXX were scammed. The school would eventually close as investigators found they stole more than XXXX XXXX dollars. I also lost a XXXX scholarship. My XXXX degree is done and I had to apply for loan forgiveness which was approved.
I applied to the Illinois Hardest Hit fund and was pre-approved. As part of the approval process the state of Illinois pays for any past due mortgage payments. They also then pay for a year. I also applied to loss mitigation and was approved for forbearance.
What has rubbed me the wrong way is my mortgage company today told me they were going to report me late for XX/XX/XXXX and XX/XX/XXXX. I called them the last week of XX/XX/XXXX and asked if a payment was needed to be made because I did not want to be reported late to the credit reporting agency. I then asked them if that was sure and I was informed by the loss mitigation employee that this was the case. I was told to call next week during the XX/XX/XXXXweek. I later called the following week and was told I was approved for forbearance. I was informed that I would not be reported late. They even looked at my credit and did a hard inquiry.
My problem is I have made all of my payments on time prior to having this problem. It does not make any sense for me to stop making payments and be reported late to the reporting agency. As a whole I feel like my mortgage company has failed me as a customer. I have spent countless hours sending them documents and calling them. They have not done anything to help me resolve me not being reported late. All of the information that they have told me is a lie and several of their employees led me to believe that I would not be returned late. I have perfect credit and have not been reported late ever. I also wrote the following goodwill letter.
To Whom It May Concern : Thank you for taking the time to read this letter, and I hope your day is going well. Im writing because I noticed that my most recent credit report contains [ late payments ] reported on XX/XX/XXXX andXX/XX/XXXX for my mortgage account.
I want you to know that I understand my financial obligations, and if it werent for being the victim of a fraudulent scam and qualifying for Illinois hardest hit program Id have an excellent repayment record. I was also given the impression and informed several times that I would not be reported late by your staff. They told me that it would be reported as on time after the forbearance period.
Today its come to my attention that the missed payment on my record could hurt me I truly believe that it doesnt reflect my creditworthiness and commitment to repaying my debts. It would help me immensely if you could give me a second chance and make a goodwill adjustment to remove the late payments Thank you for your consideration, and I hope youll approve my request.
Best, XXXX XXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXXXXXX
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| 11/22/2023 |
Yes |
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- Closing on a mortgage
- Fees or costs after closing
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Web |
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This complaint is regarding an issue that took place prior to closing that was never discovered until XX/XX/2023. I purchased a home on XX/XX/2023, as all mortgages go, XXXX was required and information was submitted from the insurance agent to the loan officer then to the underwriter and then I was given the clear to close. However, I just found out that the XXXX was under a different address this whole time. At closing I paid a {$1200.00} premium on a property that essentially was not mine. Because the address was wrong, my lender ( XXXX XXXX XXXX had started putting me under an XXXX. This forced placed insurance had a yearly premium of {$3300.00} that was taken out from escrow. Due to this, my payments had now risen from XXXX $ to {$2800.00} for XXXX, XXXX, and now for XXXX of XXXX. Originally in XX/XX/2023 I had called the lender to ask why the sudden increase and they said it was because they had no XXXX on file for me. The lender had sent 2 notices in XX/XX/2023 and XX/XX/2023 saying that they had not received any XXXX and that if I did not submit anything by the end of XX/XX/2023 then they would take the {$3300.00} for the XXXX out of my escrow. After receiving each of these notices, I emailed the insurance agent in charge of sending the XXXX to the lender. He told me that he would take care of everything and that there is nothing I have to do. In XXXX when the mortgage went up by XXXX $ I once again emailed the insurance agent and told them that I am now being charged more for the mortgage because the lender still hasn't received anything. He once again said that he would take care of it. XX/XX/XXXX is when I followed up with the lender and I was the one who discovered the address was wrong which is why the lender was not accepting the original XXXX. To avoid any additional costs from escrow towards that XXXX $ premium, I quickly got a new XXXX. As of now my payments are going to still be a lot higher than normal and my escrow is currently - {$2800.00}. I reached out to the insurance agent to let them know that the address was wrong the whole time and that because of this error that I have lost a lot of money towards repaying the escrow, and also paying for two home insurance premiums. I asked the insurance agent if they can help with bringing my lender account back in good standing since this was an error that occured on their end and they said that it falls on me because I had signed the document to begin with. This does not take away the steps the loan officer, insurance agent, and underwriter do. This never should have been approved to close. Additionally, the {$3300.00} XXXX premium would never have hit my account if the insurance agent had done their job and fixed the issue in XXXX AND XX/XX/2023 when I sent them the picture of the letter I received and he told me to not do anything and that he would take care of it.
The Loan Officer involved is XXXX XXXX - XXXX The Insurance Agent involved is XXXX XXXX XXXX XXXX XXXX
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| 06/29/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I signed a purchase agreement with KB Homes XXXX XXXX at the XXXX site ) and told the sales agent that I XXXX XXXX XXXX XXXXXXXX XXXX and would be going with my own lender. He suggested that KB Homes offers a very lucrative builder 's incentive for going with their own preferred lender, which is also their sister company ( KB HS Home Loans ). His exact words were " It couldn't hurt to try it out. '' It actually did. They gave me a contract to sign that said I would owe them for a rate lock if I changed lenders but the actual amount was left blank. I didn't think this would be a problem. I received a loan disclosure from their lender and the origination fees easily dwarfed the builder incentive. My credit union also offered a lower rate with origination fees around 20 times less, easily negating any advantage to the builder incentive. We chose not to sign the disclosure acknowledgement or any documents that followed and, instead, notified our sales agent that we would not be going with their lender. When I gave them notice that I was changing lenders, they said I'd have to pay back fees for the rate lock and it would be very high ( no amount given ). It took many exchanges to find out that it was {$4400.00}. I said that I did not agree to paying this amount. At closing, my credit union notified me that they received a strange notice from the title company that an additional {$4400.00} was due to be wired to them per KB Homes. My credit union said that they could not wire money without documentation and so they were sent the original document that I signed with the blank amount. That just confused things further. I spoke with XXXX at KB and she said it's their policy to do this. My suggestion that I never even signed a loan agreement or a rate lock could not be a factor.
Because our closing was moved over and over ( we're not on our fifth closing date but are still under contract with no closing in sight ), she offered to drop that fee as a good will gesture due to our other many issues with the builder. Because they've rescheduled the closing so many times, we were unable to maintain the contract with the buyer of our current home and I've had to restructure my loan without a contingency and a lower downpayment. This put us under increased scrutiny and just after final approval, I did purchase furniture and appliances just ahead of our planned move. With the closing only three days away, I did not foresee a possibility that they would cancel it again. They called me with 20 hours notice ahead of our closing appointment to let me know that closing, in fact, would not happen after all and that plans needed to move out at least a week. They've been claiming weather-related issues but this last one had nothing to do with weather ( attic ventilation, in this case ). I asked XXXX at KB if losing my loan now would result in my earnest money being returned and she said no because it would be considered my fault and my actions leading to it.
|
| 02/24/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I closed on my VA mortgage with Guaranteed Rate Mortgage on XX/XX/XXXX, and my first payment was due on XX/XX/XXXX. The loan number was XXXX serviced by XXXX XXXX and was for property located at XXXX XXXX XXXXXXXX XXXX XXXX XXXX, OK, XXXX.
I mailed my initial payment around XX/XX/XXXX, in the amount of {$1500.00} via a check, mailed to the initial mortgage servicer. This payment was eventually returned to me, stating they were unable to locate the account.
On XX/XX/XXXX, Guaranteed Rate printed and mailed a letter, stating the loan has been transferred from Guaranteed Rate/XXXX XXXX to XXXX XXXX XXXX effective XX/XX/XXXX. This letter was not received until sometime after XX/XX/XXXX. The new loan number with XXXX was to be XXXX I monitored my checking account and found the XX/XX/XXXX, payment was not processed. On XXXX XX/XX/XXXX, I called Guaranteed Rate/XXXX, who stated the loan had been transferred to XXXX, but they could still take the payment and transfer the payment to the new servicer. I authorized a payment in the amount of {$1400.00} to ensure I was not late making a payment for my mortgage, confirmation number XXXX.
Based on the letter provided by Guaranteed Rate/XXXX, I made my next two payments to XXXX, in the amounts of {$1500.00}, which were deducted from my account on XX/XX/XXXX, and XX/XX/XXXX. I mailed the second payment on XX/XX/XXXX.
The morning of XX/XX/XXXX, after mailing my XXXX payment, I contacted XXXX because I was unable to set-up my online account. XXXX customer service stated loan number XXXX, was not assigned/associated to/with me. Additionally, XXXX did not have a loan number associated with my Social Security Number.
I hung, up and called Guaranteed Rate/XXXX. During this call I was informed I was late on my payments and that my new loan number was XXXX. During this call I relayed my making payments on time and that this was a mistake.
Since XX/XX/XXXX, I have contacted Guaranteed Rate/XXXX at least twice a week only to be told, they are working on the problem.
It has been five and a half weeks of me calling multiple times per week, spending multiple hours of annual leave trying to get this fixed.
I called today, XX/XX/XXXX, after having provided proof of payment and having been told this would be solved by XX/XX/XXXX, then XXXX, and now XX/XX/XXXX.
Additionally, Guaranteed Rate/XXXX failed to pay my property taxes, notified the VA my mortgage is in default, and continue to attempt to collect payments, which have already been made.
I have made my payments on time and continue to get the run around about these payments.
I need some assistance getting Guaranteed Rate/XXXX to properly apply these payments.
In order to protect myself, today after ending my telephone call with Guaranteed Rate/XXXX, and notifying them of the action, I disputed the three transactions with my banking establishment.
Please feel free to contact me if you need anything from me, XXXX.
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| 04/27/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I worked with a couple of loan officers at Guaranteed Rate in late XX/XX/XXXX/early XXXX, to secure a mortgage on a single family home that also allocated funds for its renovation. I closed on XX/XX/XXXX. The purchase price of the home was {$410000.00}, but the mortgage was valued at {$500000.00}, based on the estimated appraised property value once the work was to be completed. The General Contractor I chose for this project, was solely based on a referral from the loan officers because they said he was familiar with the process, so I felt using him would minimize my risk and keep me from sharing an all-too-common homeowner experience of working with a bad contractor and losing money. I was told by the GC the process would take about 4 months to complete - so Early Summer XXXX.
This GC took advantage of the process and myself, but the biggest issue is that he was not made by XXXX to submit architectural drawings for the underwriting process. What I have learned since XXXX ( from individuals both inside and outside of the company ) is that those drawings were supposed to have been submitted as due diligence in the process.
Because these drawings were not done, the GC wasnt ready or able to complete my project. After over a year of inaction and an attempt to extort me for money that wasnt due, I eventually fired him in XX/XX/XXXX. I have placed countless calls to my loan officers, Guaranteed Rate customer service specialists, the originator of the bank, and have gotten nowhere. After keeping me stagnant, requesting that I negotiate with the contractor who was obviously giving false invoices, and not trying to negotiate, Guaranteed Rate has finally given approval for me to replace him. However, this is after I have now been paying over 2 years of PMI fees ( because this was supposed to have been refinanced shortly after the work was completed in Summer XXXX ) and also have missed out on being able to do so but now I have an even bigger issue.
I have recently been interviewing architects, many of which expressed the lack of convention of the project and how there could be zoning issue that impacts the feasibility of the project. The projected estimate for the project is much higher than what I have remaining in my loan, and I dont know if Ill be able to finish. I dont believe its my responsibility to carry the burden of getting an additional loan to finish it, after already experiencing significant financial loss due to Guaranteed Rates improper management.
Had Guaranteed Rate demanded drawings from my GC before approving the loan, this project either would have potentially been 1 ) rejected from the outset due to lack of feasibility 2 ) accurately funded based on what was actually required to complete it or 3 ) would have been completed by now and would be a non-issue.
The lack of support Ive received over the past 2 years when they have acknowledged wrongdoing along the way has led me to file this claim.
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| 06/06/2022 |
Yes |
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Web |
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The beginning of XX/XX/2022 I put in a bid for the house on the XXXX XXXX XXXX XXXX XXXX South Carolina my realtor XXXX XXXX call me and say that I won the bid I got in contact with my lender which was XXXX XXXX we talked about what all she had to do far getting things in order to close a week went by & I call to touch bases with her she telling me shes working on it as we speak and looking to close XX/XX/2022 the next week XXXX XXXX gave me a rundown on how things need to go & what she was needing from me the the 3rd week of XXXX she told me things was going when I call & text XXXX that Thursday she didnt answer my call or text nor my realtor XXXX XXXX XXXX avoided us for a day when she call she was asking for things IVE already given to her & she told me she couldnt use my XXXX XXXX housing certification XXXX which is {$5000.00} I keep asking her whyi couldnt use & why you r needing all this stuff again when I have given it to you XXXX kept coming up with EXCUSES about documentation work Verification my pay etc on Monday I call XXXX asking her whats going on she still coming up with excuses I then XXXX will I still be able to close on the XXXX of XXXX XXXX couldnt give me an answer I received a call from XXXX XXXX representative asking if I had gotten insurance elsewhere I call XXXX again asking her did she not speak with them because I emailed XXXX all the information she needed for the insurance XXXX ask if I could resend it again and I did I thing told XXXX XXXX dont think you understand you are PLAYING with my livelihood Ive Gotten everything at my apartment to be turn off on the XXXX and everything that needed to be turned on at XXXX XXXX XXXX XXXXurn on so Im spending my money and the only thing you can stay is IM SORRY. DEALING WITH XXXX IVE HAD TO pay {$150.00} to have thing turn on then had to GO back to have everything turned OFF AT XXXX XXXX & everything at my apartment turn back which I now have to spend money to stay if possible the remaining of the month that I didnt have Ive paid for inspection, appraisal and termite inspection out of my pocket XXXX waiting until Thursday @ XXXX to tell me I will not be closing on my house 5DAYS before closing & couldnt give me and answer why. She only can tell me shes sorry.I try reaching out to XXXX on Friday I ask her to call me providing my name & number I went to XXXX XXXX spoke to XXXX a Reception at the days of XXXX sreception at the Deas of XXXX s office a I call XXXX @ XXXX am she stated she was at home heading to the office waiting on the underwriter to get back in contact with her XXXX call me back at XXXX Friday saying she was still waiting on the underwriter XXXX showed no concern where Im to lay my head after XX/XX/XXXX Im stressing cant sleep nor eat because im trying to figure out where im to lay my head AFTER XX/XX/XXXX I feel like Ive been discriminated disrespected discourage and mislead by XXXX XXXX and CERTAINTY HOME LOANS
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| 02/17/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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My wife and I entered into forbearance on/around XX/XX/XXXX on our personal residence.
XXXX XXXX XXXX, I contacted loss mitigation ( a 3rd party ) of Guaranteed Rate -- the lender for our personal residence. I told them I wanted to pursue a loan modification and come out of forbearance.
I was to make XXXX on-time monthly payments in order to 'properly " come out of forbearance until the modification could be completed. I made my 1st payment over the phone. I was told to wait 3-4mo for an answer to my request to modify our loan -- while making payments -- which I continued to do.
I heard nothing for 3-4mo. I called back with regularity in XX/XX/XXXX and was passed around from representative to representative who did not know what to do.
XX/XX/XXXX : Senior Representative XXXX XXXX ( XXXX ) was helpful for some forward movement. She let me know that XXXX was the processor on my account, yet XXXX contacted a Supervisor of processors, XXXX XXXX to find more info.
XX/XX/XXXX : Some info came from XXXX XXXX my loan is a " XXXX XXXX. '' I spoke to senior representative XXXX XXXX. who found another avenue to contact -- of which no information ever came about.
XX/XX/XXXX : I gave up hope for a loan modification. I called Loss Mitigation, and spoke to Representative XXXX ( XXXX ) who changed and supposedly processed my request from a Loan Modification to a Loan Deferment. She again said this would take yet another 3-4mo to complete and I would hear back soon that the process was started. -- I never heard back.
XX/XX/XXXX : I spoke to Supervisor XXXX XXXX ( XXXX ) who submitted a complaint for me which would " Red Flag '' the account. He also told me my loan is a XXXX XXXX and this was new to him.
XX/XX/XXXX : Supervisor XXXX XXXX ( XXXX ) said my account must go through Master Servicer XXXX XXXX XXXXo remove the " XXXX XXXX '' on my loan to Guaranteed Rate would have the authority to work on it. XXXX said my loan had been escalated to upper level management XXXX.
XX/XX/XXXX : I heard nothing for a long time after many calls to get back in touch with Supervisor XXXX XXXX. I finally spoke to him on XX/XX/XXXX and he had no new information to give me, except that he is getting inundated with these type loans now. he said I am not the only one in this position. He said he was going to follow up with XXXX and a XXXX. He did say a Client Manager, XXXX XXXX, said the " master servicer has to reach out to XXXX XXXX to get the XXXX XXXX removed. '' XX/XX/XXXX : I still have heard no response.
I have been unable to refinance this and my other properties this whole time, as no lender will give me a new loan ( s ) until I am out of loss mitigation, have made on time payments, and the look of my personal residence mortgage statement does not say I am behind on any payments. We are losing equity and have missed lower rates. We need recourse against Guaranteed Rate and XXXX XXXX.
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| 01/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Our mortgage company, Guaranteed Rate, made a premium payment of {$4600.00} to XXXX XXXX for homeowner 's insurance in XX/XX/XXXX in error ( see attached escrow statement ). They paid this premium for a policy that is not on a property on which they hold a mortgage. This policy is almost double in cost of what our actual policy is on the property that they hold a mortgage. The premium that they paid ( {$4600.00} ) is for the policy which we have on our primary residence, and we do not hold a mortgage with them for this property currently. The property on which they hold the mortgage is our vacation home. In short, they used our escrow money to pay a premium for a property that is not tied to this escrow account.
I received a check from XXXX XXXX for {$4600.00}, as I had already paid the premium for our primary residence ( we do not have a mortgage on this home ). I had to call more than 15 times to get this error corrected beginning on the date that I realized that they paid the wrong premium. I was told that they did not have the declaration pages, which is not possible as we provided those at closing in XXXX of XXXX.
After making the payment to the wrong company, on XXXX, Guaranteed Rate 's escrow department recalculated my escrow based on this erroneous premium ; resulting in my mortgage payment being increased by 40 % from {$1800.00} to {$2500.00} ( see attached monthly statement ). I received this notice in XX/XX/XXXX.
I re-deposited the {$4600.00} back into my escrow account on XXXX, upon Guaranteed Rate 's direction. I called on XXXX to request that they recalculate my escrow, and they informed that they would do this immediately. As of XXXX, when I spoke to a supervisor, they still not had done the recalculation.
The actual homeowner 's insurance premiums that will be due in XX/XX/XXXX are {$2600.00} in total, substantially less than the {$4600.00} that they used in their escrow recalculation. The increase in my mortgage payment is based on paying them back for last year and then the projected payment of {$4600.00} for next year ( both of which are incorrect ).
I have spoken with multiple people, including supervisors, and they have told me that they can not adjust the new payment amount for a few months as that is their policy. Being that this is their error, I expected them to correct it immediately. I can not manage a 40 % increase in my mortgage payment due to their error and asked that they revert the payment amount to what it was until their error is rectified. That has not happened and the inflated payment is due XX/XX/XXXX I am asking for assistance in getting this matter resolved, so that my XXXX payment is what it should be based on accurate data. Currently, the payment amount is incorrect based on the egregious error that Guaranteed Rate made in paying a premium for a policy not held on the property for which they hold a mortgage currently.
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| 06/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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To Whom it May Concern : I obtained a loan through Guaranteed Rate ( GR ) in XX/XX/XXXX. The location of my property is XXXX, PA. The home I purchased was a brand new constructed building ; therefore, I was able to obtain a 10 year tax abatement. When the new escrow analysis came out in XX/XX/XXXX, GR substantially overestimated my tax payments, as their analysis disregarded the tax abatement. This resulted in an overpayment to the City of XXXX of {$2700.00}. Further, the estimated monthly payment exceeded my correct payment by approximately {$750.00} per month ( i.e. overstatement of taxes and shortage of payments for the beginning of the year ). I contacted GR in late XX/XX/XXXX, they informed me I needed to contact the City of XXXX to obtain the necessary documentation related to the overage. I received the documentation from the City of XXXX, and appropriately forwarded such documentation to GR. About two weeks later I contacted GR to follow-up. The representative told me they received verification, the analysis had been completed, and I would receive confirmation of the change along with the new calculation and any reimbursement. As of XX/XX/XXXX, GR, which is the servicer, once again took the incorrect payment in the form of my automatic payment. I contacted GR today to see what was going on. I spoke to 4 different representatives, all of which forwarded along to someone of no assistance. One individual relayed to me that they are waiting for the refund from the City of XXXX to change my payment and reimburse me for my overpayments. However, she stated this can take up to 46 weeks. I asked why I would be responsible for paying in excess of {$750.00} per month for up to 9-10 months ( i.e. approximately {$7500.00} more than legally required ). She stated " that's just how it is. '' GR, the servicer, made the error in the calculation, I have provided documentation from the City of XXXX, and GR has received confirmation of such documentation from the City of XXXX. However, GR refuses ( multiple times ) to address the issue and lower my payment to my legally responsible payment. If I pay less than what they have calculated I could potentially run into credit issues and/or have to worry about defaulting on my loan and my property go into foreclosure. I am not responsible for lending ( or floating ) GR excess funds because they failed to accurately calculate the required payment. Further, the Branch Lender inquired about re-financing my loan and I informed him of my issues. His response included the statement, " we can fix the servicing issues with a refinance. '' I should not be liable for the servicers errors and demand that my monthly payment is reduced to its required amount and I receive reimbursement for overpayment. Overall, the behavior exhibited by this entity and its representative is unwarranted, unlawful, and must violate some subsection of TILA or RESPA.
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| 03/30/2017 |
Yes |
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- Application, originator, mortgage broker
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Web |
Servicemember |
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I applied for a VA mortgage loan from Guaranteed Rate XX/XX/2017. With XXXX mortgage lender XXXX, XXXX, IN XXXX.XXXX requested for my permission to pull my wife XXXX and my credit reports and we did. At that time he requested for my wife and I XXXX, XXXX XXXX 's and tax returns. Which we submitted. XXXX said base on our credit and income he could get us approved for the VA mortgage loan. So my wife and I agreed to the loan process. XXXX processed my loan through and stated because of my bankruptcy was not 2 years out it would be a problem. I informed him that VA will allow Hardship letter to be accepted for the 2 year waiting period after bankruptcy. He checked into it and contacted me. Saying that he would give me an pre-approval letter, but he did n't want to sign his name to the pre-approval. So he suggested to get a full approval by a manual underwriter my wife and I agreed. After looking at my credit report and income XXXX VA mortgage loan was to have me sign a loan application, which my wife and I did. We began the process with no pre-approval loan letter under the understanding that the underwriter would approve our loan. We sent in every document request by the loan processor XXXX Mortgage consultant and XXXX XXXX. XXXX, XXXX and XXXX all knew what was on our credit report and my hardship letter for the 2 year waiting period. My hardship letter was acceptable for the VA. I contacted the VA Affair inquired about accepting my hardship letter and they inform me it would be accepted, but the lender would be the one 's to accept it or not. On XX/XX/2017, I received a phone call from XXXX saying my loan was denied. For the bankruptcy and a late payment on my credit card from last year. So I asked did the VA not accept my letter of hardship to reference the 2 year waiting period and he said his VA underwriters would not accept it. Alone with some late payments on my credit card. I said really. You had me wait a month to tell me we was denied the loan. Even after you knew my credit report history and why I did a bankruptcy, but you still sent it to underwriter to denied me the VA mortgage loan. XXXX then stated if you contact me in XX/XX/2017 we will be able to get you approve, because it will be after the 2 year waiting period. So really I did n't get the loan because they did not want to accept my hardship letter. How is that ethically moral. I feel like I was took advantage of, because they knew they was n't going to give me a loan. After taking the HUD Home buyers class. I was inform that before going to the underwriter I should have been giving a pre-approval letter. Which I never received. This mortgage company took me for a roller coaster. By pulling my credit and causing our score to take a hard hit. Misleading and misinforming us on the VA loan processed.
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| 10/05/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Beginning Monday, XX/XX/2020, I have attempted to contact my lender, XXXX, and the team ( copied ) numerous times via email, text message and phone to answer questions regarding my home loan. Each day, I have been told by various recipients that my questions and concerns need to be directed to my personal lender, as he should advise. Simultaneously, I am told by my lender himself that he is going to check with the team and get back to me, only to leave my calls and messages unreturned and questions unanswered.
I have been trying to ask questions regarding compliance, policy, documents I have received and, most importantly, communication. I have asked multiple times why there has been a lack of transparency and honesty in regards to my loan in underwriting and as it nears closing. Once again, the team directs me to my lender, and my lender is not providing any explanation as far as the reason for any miscommunication. The lender also added additional charges to the initial closing disclosure, which have been question but he has not provided specific answers.
Additionally, I have also been asking for a revised closing date for the last four days as my family and I have to make arrangements to attend. Initially, I gave a closing date of XX/XX/2020. Beginning XX/XX/2020, I began asking the lender and the loan coordinator if we are on schedule to close by the given date ; the lender has always told me that we are on schedule and should be closing. During the week of XX/XX/2020, I received communication via phone from the lenders assistant that we are definitely not closing on XX/XX/XXXX and the soonest would be Monday, XX/XX/2020. This was not communicated to me directly from the lender, who still said he had only hoped it would have closed on the original date. To my knowledge, my file was not sent to XXXX XXXX on Friday, XX/XX/2020 as the lender stated in the email below. The closer, XXXX, at the title company, has said to me that she has not received anything concrete from the lender and the team and will not schedule closing.
To reiterate my concern, both the seller and the contacts at the title company both share the same sentiment : that XXXX and the team are not responsive to their calls and emails. I do not believe they are telling me this to get me worked up, as the lenders assistant said to me via text. Understandably, we are all trying to close on this deal ; however, this can only be done when there is communication between all parties involved. I, as the buyer, have the right to obtain feedback from all parties and have attempted to sort through the misconstrued information as best as possible. As the buyer, I also expect my lender to provide timely and truthful answers to my questions about my loan specifically and the buying process as a whole.
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| 10/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage company did not pay my property taxes on time. I closed on a new construction house XXXX of XXXX. My builder built XXXX identical houses on a larger lot. As we did not close on the property until the middle of the tax year, my lot was not formally split off from the original lot by the tax assessors office until XXXX tax year. This was not caught by the mortgage company during the closing process. As a result I had to continue to pay into my escrow account all year despite the mortgage company refusing to pay my first year of taxes. I then had to personally reimburse my neighbors for our shared property taxes for the original lot. In XXXX of XXXX I received documentation from the tax assessor that the lots were split for the upcoming tax year. I sent a copy of that letter by both physical mail and email so that the mortgage company had the updated information. When it came time for the school tax bill to be paid by XX/XX/XXXX, I was still receiving notices from my bank that my property had not been split from the lot. I messaged them on XX/XX/XXXX through their secure message center with the updated bill amount. When I hadn't received any response by XX/XX/XXXX, I called them directly to check the status. I was told the bill had been received and that a work order was opened to request payment of the bill. I finally received a reply through the secure message center on XX/XX/XXXX stating the property was still listed as To Be XXXX and that a bill had not been received, which was in contrast to what I was told on my last phone call. On XX/XX/XXXX, I received a notice from my city 's tax authority that my tax bill was unpaid. I mailed a physical copy of the updated bill and emailed to the customer service address given to my by my mortgage company. After another week went by, I called the company again and all that they could tell me was that there was still an open work order to request payment of my bill. They could not verify the receipt of either copy of the bill I sent through physical mail or email. They assured me that the bill " would be paid '' but could not give me any timeline on if it'd be paid in time to avoid any further penalty. I'm frustrated because I've been in communication multiple times about these tax issues over the year and a half that I've had my house. Every person I talk to seems to have no record of my previous conversations and there documentation on their side is severely lacking. I'm concerned that there is no safe way to send in documents to the company without risking them being lost in the process. They have not proved to me that they are adequately equipped to handle the finances involved with my property and I'm concerned about my finances and credit being impacted by their inability to communicate with me.
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| 09/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My loan was sold ( offloaded/onboarded ) within days of my first payment to GuaranteedRate. I have been given three different loan numbers over 5 months. For two months I had not received any mortgage information. In particular, I could not pay my mortgage because the old loan number from when I bought the house didn't work anymore and my new loan number was not active. There was no way to pay online, and no physical payment stub to send in. I called once a week for two months to find out how to pay my payment and no one could give me any answers.
Eventually on XX/XX/XXXX I was given advice from XXXX XXXX and XXXX XXXX from GuaranteedRate ( See attached emails ) to make a one time payment of XXXX to XXXX ( XXXX XXXX XXXX ) to a new account number ( loan number 2 ). I did so, and received email confirmation as well as a debit from my bank account. I assumed it was taken care of and all would be well.
On XX/XX/XXXX my new loan number ( loan number 3 ) was activated and eventually showed that while my XXXX, XXXX, and XXXX payments ( all sent via check or via rate.com dashboard ) were accounted for the XXXX payment sent via XXXX did now show up. I then began contacting them to alert them of the missing payments ( see attached emails ) and was never given an answer other than " contact our research department '' or just simply " we can't find that payment, sorry. '' I sent all of the pertinent information to the research department on XX/XX/XXXX and the problem still has not been rectified.
In the meantime I've been getting mail from the company stating I am at risk of losing my house. I also received multiple bills from them demanding I pay up to {$7400.00} because the new loan had not received payment from the loan it BOUGHT OUT ( ie loan number one ). This was terrifying for me as a first time homeowner, and completely unprofessional of them blaming the consumer for their clerical errors.
Finally today ( XX/XX/2021 ) I spent over an hour on the phone with customer service at Guaranteed Rate and all they could do for me is " put in a work order '' which " may be done by XX/XX/XXXX ''. Even if that's the case it shows I am delinquent on my XXXX payment, since my XXXX payment went to pay the one that they have lost. I'll also be due for an XXXX payment soon.
I have talked to countless people on the phone and spent countless hours and I either hear " We don't have access to that page so there's nothing we can do about it '' or " Send this to research and they'll take care of it ''. None of this has helped, and no one seems to want to help my fix my problem. I sent a payment in good faith as I was instructed to do by a person at GuaranteedRate, trying to do the right thing and pay my mortgage, and all it has done is caused me grief and stress.
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| 04/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Guaranteed Rate, Inc. ( " GR '' ) is my mortgage lender for the pending purchase of a house. This complaint involves the following GR employees XXXX XXXX ( VP of Mortgage Lending ) ( " XXXX '' ), XXXX XXXX ( Loan Coordinator ) ( " XXXX '' ), and XXXX XXXX ( " XXXX '' ) ( Production Manager ).
After a number of other mishaps during the pre-closing process, we were first told that XXXX finally submitted our application to the real lender this past Friday ( XX/XX/XXXX ). We were scheduled to close today ( XX/XX/XXXX ). Despite assuring us on Friday that we were " on track '' to close on time, XXXX and XXXX failed to disclose of mistakes delaying our close. They then failed to answer direct questions -- on Friday, Monday, Tuesday, and Wednesday -- about when documents were sent so that we could evaluated whether closing needed to be moved and seek and extension from the sellers. Finally, at XXXX Wednesday XXXX -- hours before we were scheduled to close -- XXXX told me via a phone call that XXXX had mistakenly sent documentation to XXXX rather than the investor, XXXX XXXX, and that it lead to the delay. She then promised to provide me details in writing by the next morning so that I could assuage the sellers ' concerns and obtain an extension.
On Thursday ( XX/XX/XXXX ), I received a call from XXXX informing me that the information provided by XXXX -- which I had shared with the sellers as we tried to work towards delaying the closing at the last minute -- was incorrect. In fact, no information had been sent to XXXX. Rather, when the XXXX XXXX underwriter had returned the file to GR on XX/XX/XXXX, it had done so with a direction that the property appraisal be sent to collateral underwriting. GR ignored that direction until it finally sent the appraisal over to collateral review on XX/XX/XXXX at XXXX XXXX. This was not disclosed to us until my call with XXXX on XX/XX/XXXX at XXXX.
On that same call, XXXX assured me that there would only be a 3-4 hour turnaround once approval from XXXX XXXX was received because our filed would be in " rush '' protocol for GR. Coincidentally, XXXX XXXX sent over approval by collateral review just after our call, around XXXX on XX/XX/XXXX. XXXX left me a voicemail that afternoon indicating they had received approval and would " work on a closing for tomorrow on a rush. '' Despite those promises, as of XXXX on XX/XX/XXXX the file is still " in line '' to be reviewed by underwriting. The sellers are now threatening not to extend the contract. XXXX is backtracking on his promises yesterday, saying in a XX/XX/XXXX XXXX e-mail to me that " I never once said we were closing today. '' GR is refusing to take accountability, refusing to fix the problem, and refusing to make amends for their errors.
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| 08/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Guaranteed Rate Affinity refuses to provide me with an updated closing disclosure which I have a right to bylaw.
XXXX XXXX has been my point of contact for the mortgage lending process with this company. The company seemed to operate quite efficiently especially when dealing with various members of the company such as XXXX XXXX and XXXX XXXX. These individuals would requestdocumentation and I would provide the documentation in a timely manner making the process efficient and painless until it wasn't. Everything was well until the closing disclosure.
On Tuesday, XX/XX/XXXX, I received an email alerting me to anactivity as part of my to-do list that was sent from XXXX. After opening it the next morning ( didn't know it was time sensitive ) and noticing the incorrect and missingformation, I immediately alerted XXXX and XXXX via email at XXXX. I then followed up with another email at XXXX, with questionsfor items that did not make sense such as HOA fees when there are no HOA fees. Although those questions have remained unanswered, XXXX did respond and acknowledge that the corrected/updatedCD would be sent that day. Needless to say, I did not receive the updated CD that day or any other day since, and closing/settlement is scheduled for tomorrow - Monday XX/XX/XXXX which was pushed back as a result. Additionally, I did ask whether Settlement could be held on Saturday, but XXXX and XXXX stated ( via email ) that the Title company did not operate on Saturdays and that it has to be a weekday. However, the title company was available on Saturday, XX/XX/XXXX, to conduct settlement, but it was GuaranteedRate Affinity did not want to " operate '' on Saturday. In the end, all parties had no choice but to wait to hold settlement on Monday, XX/XX/XXXX, which resulted in Guaranteed Rate having more than enough time to correct and send the updated CD before the weekend.
On XX/XX/XXXX, I made one last effort to reach out to the company via email and included the company 's Regional Manager, XXXX XXXX and I have not received any of my documents or communication acknowledging my requests as well as my recent email. I was told by my realtor that the Title company received the updated CD, but I nothing has been sent to me and I need to ensure that I have no questions and the missing information has been included. I'm left to wonder why the company is purposefully not providing me the documents and I am seriously questioning the integrity. This is horrible and sad and I'm beyond frustrated. I just want what is expected ... ..correct and updated documentation provided in compliance with state and federal laws as well as company policies and procedures. I'm hoping that this email can prevent this from happening to anyone else.
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| 10/22/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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In XX/XX/2019 I opened a new mortgage with Guaranteed Rate Affinity, which was later transferred to Guaranteed Rate.
I received my first billing statement, dated XX/XX/2019, for XX/XX/XXXX, for the amount of {$1600.00}. The company address was listed as XXXX XXXX XXXX XXXX XXXX, IL XXXX. I paid this amount over the phone ( XXXX ) and received a receipt for the payment on XX/XX/2019. I received my second billing statement, dated XX/XX/2019, for XX/XX/XXXX, for the amount of {$1600.00}, which I paid over the phone and received a receipt for on XX/XX/2019. Same company address, same phone number. This second billing statement showed a new loan number, and also reflected my previous payment.
On XX/XX/2019 I received a third billing statement dated XX/XX/2019 and debt collection notice. The company address was listed as XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, IL XXXX. The third statement said my account was delinquent and overdue by {$3200.00}. It also referenced yet another new loan number. All billing statements were titled as originating from Guaranteed Rate.
On Thursday morning, XX/XX/2019, I called the number on the third billing statement ( XXXX ) and was transferred to their debt collections department. The person on the phone indicated that they were a sub-servicer and had just received the mortgage with no prior payment information, and that my account was delinquent {$3200.00}. I was asked to fax over " Source of Receipt '' documents from my bank showing the payments, which I did Thursday night.
I also contacted the original loan officer at Guaranteed Rate Affinity and emailed her all billing statements and receipts. On Saturday, XX/XX/2019, that loan officer said she forwarded the information to a manger in her servicing department.
On XX/XX/2019, I called the phone number from the third billing statement and was immediately connected with the debt collections department. The person on the phone confirmed receipt of the Source of Receipt documents via fax, and said she forwarded the documents to her research department. She still showed my account as delinquent by {$3200.00}. While on the phone, I made a third payment for the month of XX/XX/XXXX, for the amount of {$1600.00}. I was then transferred to customer service representative. This representative told me that they would look into the matter, but it may take some time to apply the prior payments to my account. She said that the payment I just made was applied as a XX/XX/XXXX payment. She also said that unless I made another payment by XX/XX/XXXX to cover for XX/XX/XXXX, late payment remarks would be published to the credit bureaus.
Over the last few days, I've received daily letters of threats of foreclosure.
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| 03/31/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had problems with the loan officer I was assigned at Guaranteed Rate from the beginning. I requested multiple times to have a different loan officer because I had to hound him for information and even my pre-approval letter but Guaranteed Rate would not assign me a new loan officer. Fast-forward through a very frustrating loan process which included my information not being sent to settlement soon enough and having to move my closing date which I had drive hours to pay and for a hotel to make.
I have been informed that Guaranteed Rate put the wrong insurance company down for me and so at closing, they had an insurance policy factored in to my escrow that was about {$600.00} short of what it should be ( my correct policy was about {$600.00} higher than the policy Guaranteed Rate put down for me ). What makes this even more frustrating and unfathomable is that I was closing on two properties with this company and closing on them on the same day. Both properties were to have the same insurance company. One property had the correct insurance information listed and the other property did not. I don't understand how this could happen but now my escrow is woefully short and will not cover my taxes. Furthermore, when my escrow is re-assesed, my mortgage payment will jump significantly. I've spoken to numerous people at the company who's responses range from, " They did mess up but unfortunately you kind of have to make up that difference. There's nothing that can be done. '' to a total denial that the escrow will not be able to cover the taxes. And now after being told I had to retrieve the money from the wrongly paid company because " Guaranteed Rate can't contact the company '', I got the money back and put the money into escrow so the CORRECT company can be paid. The amount of the policy was confirmed as well as the company. I was told the payment request was going to be made immediately and I'd be contacted with a update which never happened. The following week, I got an email stating a payment was made and it was for the WRONG amount. There has been no accountability on the company 's side and even when I reached out to a loan officer who worked on the mortgage, I was brushed off and told to contact the servicing department. I have spent numerous hours trying to get help and get things worked out and there's just one egregious error made after another. I trusted this mortgage company to know what they were doing and handle my information properly and they have violated that trust. Getting a mortgage is stressful enough and this process has been exponentially worse than my first mortgage experience. It is stunning how bad this experience has been.
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| 06/14/2023 |
Yes |
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- Trouble during payment process
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Web |
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XX/XX/XXXX On XX/XX/XXXX I received a letter via postal mail stating my Mortgage would be transferred From Guaranteed Rate in Illinois to a Guaranteed Rate Servicing in XXXX, XXXX My mortgage payments are due on the XXXX of each month. Therefore, I sent a payment in the amount of {$1000.00} on XX/XX/XXXX via the new mortgage company address and account number information included in the letter. This payment was made from my bank to Guaranteed Rate Servicing via Bill Pay on XX/XX/XXXX.
On XX/XX/XXXX, I get an email from Guaranteed Rate stating that they made a mistake and that my new welcome letter received at the end of XXXX was inaccurate. This email provided me with a 2nd New Loan Number and it stated I did not need to take any action and that no late fees would be added until 60 days after the Mortgage Transfer.
Please note that per the last customer service rep at Guaranteed Rate told me I was being charged a late fee for XXXX even though the letter stated by law there is a grace period. I need this charge refunded for XXXX 2023 monthly payment.
The payment of {$1000.00} sent on XX/XX/XXXX has cleared my bank account, therefore I contacted Guaranteed Rate to confirm my payment was applied to the correct account and was told they dont see the payment to for me to email their support team with documentation.
On XX/XX/XXXX the email as sent with the documentation requested, only for me to get a response on XX/XX/XXXX asking for documentation. As of today XX/XX/XXXX at XXXX I have emailed the support team the documentation they requested. I went to the bank at XXXX XXXX XXXX XXXX in XXXX to get a print out of the payments and this is the documentation sent to the guaranteed rate.
On XX/XX/XXXX I made a partial payment of {$420.00} to bring my account current and on XX/XX/XXXX Guaranteed Rate returned my payment back to my bank with no reason or explanation. They are constantly harassing me but NOT ONE PERSON IS willing to HELP. I also emailed the print out of this transaction to Guaranteed Rate Support team on XX/XX/XXXX @ XXXX.
This mortgage company has lost {$1000.00} and returned another {$420.00} totaling {$1400.00} PLUS LATE FEES FOR XXXX. They are constantly harassing me, however if they keep returning and losing my payments WHY would I keep sending them money until the problem is resolved. Based off the letters and emails, it sounds like I dont have an account number or multiple acct numbers or my funds are being applied to another account. Either way I need assistance in a proper resolution with my money being applied properly and for my payments to stop being returned and I am due a credit for XX/XX/XXXX late fee.
Thank You,
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| 04/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is for a mortgage payment for Guaranteed Rate.
On XX/XX/XXXX ( Sunday ) I made the payment {$1200.00} for XXXX payment via the online payment portal Guaranteed Rate sent to my email. The loan went through and system sent me an email immediately with the title of " Your one-time Payment to Rate has been initiated ''.
On XX/XX/XXXX ( Monday ) I received an email with the title of " Your Payment Completion Email from Rate '' with a transaction confirmation number, the account number and the correct amount.
On XX/XX/XXXX ( Tuesday ) my bank statement shows the transaction has been cleared.
On XX/XX/XXXX ( Tuesday ) I received a call from Guaranteed Rate customer service ( XXXX ) that they didn't receive the payment. I immediately sent two emails to customer service email XXXX : ( 1 ) payment completion email from XX/XX/XXXX and ( 2 ) proof that the transaction has been cleared from my bank on XX/XX/XXXX.
On XX/XX/XXXX ( Friday ) I contacted Guaranteed Rate customer service ( XXXX XXXX to check. The customer service employee said she can't find my email. After I insisted her checking for THREE times, she " magically '' found the first email ( payment completion email ), but can NOT find the proof of transaction. I sent the proof again immediately to the customer service email and was advised to call next Tuesday ( XX/XX/XXXX ) since the system has 48 hours business hour delay - this is insane.
On XX/XX/XXXX ( Monday ) I received a call from Guaranteed Rate Collection Department ( XXXX ) with a message to call back. Then I called back the number and the employee said they need to collect the XXXX payment since they haven't received it. I repeated the whole story with dates and amounts, and asked how to solve this issue because I have done everything right and it is their responsibility to solve the issue, not calling me again and again. The employee answered they have reported this to internal research department, haven't received any update AND there is NO timeline when the research department provides an update. The employee said there is no way they can contact the research department - this is such a broken and customer UNFRIENDLY system.
By this time, 4 weeks after I made XXXX payment, did nothing wrong and provided all the confirmation to Guaranteed Rate, they still can not locate my transaction and the issue is not resolved. AND my credit score is at risk due to Guaranteed Rate 's mistake. I have already spent more than 5 hours on with this issue. I do have a tight schedule and this is a total waste of my time.
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| 01/16/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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I have had a mortgage with Guaranteed Rate for approximately 2 years when I decided to transition from automatic monthly payments to paying twice weekly ( thereby reducing the lifetime of the loan ). Guaranteed Rate calls that program their Flex Draft Program, so I spoke with their customer service to get the necessary paperwork. Of course, they make the process a bit difficult because they don't want people to pay off their loans quicker, but that's no big deal. I had to sign some documents hard-copy and ship them back to Guaranteed Rate 's offices. ( For what it's worth, I'm US military stationed in XXXX, XXXX, so mail can take a little while ).
The agreement clearly stated that my Flex Draft Program would take affect in the month after they received my signed documents. Based on the chat transcript I have attached, Gauranteed Rate recognizes that my documents arrived on XXXX XXXX. Therefore, my Flex Draft Program should have started in XXXX ( as indicated in the attached Confirmation letter ). Enrollment in the Flex Draft Program additionally requires that the Automatic Payments system be turned off, which I did. I then dutifully waited for the Flex Draft Payments to kick in throughout XXXX. They did not, but I didn't want to make a manual payment and risk messing up their system.
Instead, early XXXX rolls around and I am immediately hit with a late payment notice. I've never made a late payment on anything, ever, in my life, and I had more than enough money to make the payment ( I can provide bank statements to prove that, but it seemed weird to attach those to an automated, unencrypted system ). Guaranteed Rate is the one whose system failed to activate and make the appropriate payments. But my credit has now taken a significant hit ( see attached credit report ), which I feel is entirely unjust.
I have contacted Guaranteed Rate, and their position is that their hands are tied. The payment was late ( even though it was their fault ) and they are bound by law to report that to the credit agencies. It's obviously very frustrating to me that I have this delinquent payment on my record when I did everything I should have in order to make the payment. I have since sent about 3-4 continued messages to Guaranteed Rate but have not received any correspondence or replies from them since XXXX ( see attached screenshots of inbox and outbox on their servicing portal ). They've essentially stopped answering my inquiries ( calling during business hours is tough for me due to my location and time zone ).
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| 01/28/2022 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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In XXXX of XXXX I reached out to Guaranteed Rate Mortgage Company for my home purchase journey. I was told before they could issue me a pre-approval I would have to pay off a Judgement in the amount of {$5000.00}, which was done. On XX/XX/XXXX I was issued a pre-approval letter in the amount of {$260000.00}. My family and I were so happy and immediately begun our house search. On XX/XX/XXXX we went under contract and signed the sells agreement. On XX/XX/XXXX I paid {$590.00} for the property to get inspected, XX/XX/XXXX I gave the seller a deposit in the amount of {$2000.00}, and on XX/XX/XXXX I paid {$570.00} for the appraisal. On XXXX XXXX I received an email from Gauranteed Rate saying they received all paperwork and has started my mortgage application and to sit tight they will send me details when they had my approval numbers ready to review. Also on XX/XX/XXXX I signed my Loan Package/ Disclosure with Gauranteed Rate. On XX/XX/XXXX I received an email stating that I needed to submit additional documents in order to move forward, which I submitted on the same day. On XX/XX/XXXX I received a text stating that my loan has been submitted to underwriting. On XX/XX/XXXX I received a call from my loan officer saying that they have to withdraw my loan application because of a XXXX flip rule and that he would transfer my file with all my documents to another loan application. On XX/XX/XXXX I received a notice of withdrawal letter. On XX/XX/XXXX I resigned the sales agreement. On XX/XX/XXXX I received an email from my loan officer saying that he received the new sales agreement and in order for me to move forward I would need to pay off my car note ( which wasn't told to us before we went under contract or when we were asked to pay off the {$5000.00} ) judgment ) when I explained to him that that wasn't possible due to my children having covid and my fiance having to take time off of work I was the only one with income at the moment, he then said that without the car note being paid off then its a chance our loan will be denied. We already spent over {$8000.00} based off of me getting an approval and was told we would be going to closing on XX/XX/XXXX. On XX/XX/XXXX have reached out to the Company directly to file a complaint but no one is giving answers on too who dropped the ball. I have emailed the assistant manager, customer success and yet to receive an email back I also left a message and yet to get a response after being told someone would call me back that same day or within 24 hours
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| 11/12/2019 |
Yes |
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- Trouble during payment process
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Web |
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This is in follow up of the complaint I filed with CFPB XXXX-XXXX. The HUD office in XXXX advised me to report to you for action. HUD is also investigating. This is about my XXXX whole house renovation started in XX/XX/2018. I have been paying interest on renovation-loan amount which I have no rights since bank ( Guaranteed Rate Inc ) repeatedly said it is their money and they pay directly to contractors. HUD says that is not true. Bank overpaid two contractors without my knowledge and signature. I have proof to submit. The first two contractors violated the contracts and delayed the project for over one year which could have been finished in 12 weeks. Now it is 18 months and I have been paying interest to the bank for all the money which they combined my old mortgage and loan together. The bank was sticking with the original contract I signed with the first contractor who was fraud and failed city inspections and building codes, was always threatening for more money. Bank overpaid him. Second contractor ( recommended by bank ) also failed city inspections and bank was secretly communicating with contractors and offering them money from the contingency funds. Third contractor noticed several shoddy works and alerted the bank and HUD consultant with pictures and testimony. But bank overpaid second contractor also. The contract I signed with the second contractor and third contractor were with in the left over money and there was no need of contingency funds. But Bank reported to me that some money from contingency was given away. I lost a huge amount of money out of my pocket. I have been asking the bank last 6 months to give me a statement of checks they delivered to fraudulent contractors but they never did. Two weeks ago they replied to my repeated emails and sent partial copies and said they are working on it.
I spoke to HUD and they told me to reach out to you and reopen the case. This is my primary home of my family. My wife and XXXX kids have been going through this torture for a long time paying mortgage for a house we couldn't live and paying interest for a loan we have no rights or control.The third contractor almost finished the job within the budget and got the occupancy certificate last month. But the loan is not closed yet and I am paying interest for a combined amount of $ XXXX last 18 months. I can provide the email copies and other documents reviewed by county and state consumers calling out this as illegal and consumer harassment.
Thanking you Sincerely XXXX XXXX
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| 10/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had a mortgage from Guaranteed Rate affinity LLC. when I purchased my home in XX/XX/2020.
> I was asked to pay 12 months of Insurance payment in my closing statement. I had paid for it.
> However when the Insurance company had asked for the amount, they had not dispatched the payment on time despite telling me that they have done so when I had called to confirm.
> They had finally dispatched the amount after the insurance company had cancelled my insurance retroactively ( 2 months into the loan ).
> I was subject to undue XXXX as I could not convince the insurance company to reinstate the insurance. I had finally after much shopping able to find a new Insurance going forward and got and paid for it.
> Despite messing up the insurance, Guaranteed rate had put in an expensive Lender Placed Insurance and hit me with a charge ( almost 6 times the cost of the original insurance I had placed ) > They had transferred my Mortgage to XXXX and applied a credit of the amount with my Mortgage > I had disputed it with XXXX and when on a conference with Guaranteed, their representative had agreed to dispatch the amount to XXXX so they can take away the credit.
> But the check was never sent. When I had called them, they completely disagreed that they had agreed to pay and are giving us lame excuses each time.
At a pandemic time when we are trying hard to keep our mortgage commitment, Companies like this are incompetent in handling their escrow and are charging the consumers for their oversights. Asking me to pay for something I had already paid for and transferring the loan to a 3rd party without resolving their error tantamounts to fraud. I have all the evidences for this that I am willing to share. I had already raised a complaint with XXXX ( Complaint ID XXXX ). When we are trying to resolve this with them, their agent had hung up with me without resolving and giving a new lame excuse ). I request your agency to audit this company and have them repay the amount they have charged me for their mistake. The loan account number is XXXX. I am attaching the following : ( 1 ) my closing statement showing that I had paid for the insurance for 12 months in advance to their escrow department ( 2 ) Email where I had reminded them to dispatch the amount to the insurance ( 3 ) Letter from the insurance company stating that they are cancelling the insurance due to non payment of the due ( 4 ) My letter to Guaranteed Rate asking to resolve the issue that is still pending.
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| 11/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I purchased a home in XXXX of this year ( 2021 ). My first payment was due in XXXX and I paid my mortgage on time to the servicer which was GuaranteedRate. I later received a letter from XXXX XXXX XXXX indicating that they acquired my loan and that, begging XX/XX/XXXX, I was required to send my payments to them and to forgo any payments to Guaranteed Rate. I contacted XXXX XXXX XXXX to confirm that they had acquired the loan ( as I had not received a letter from GuaranteedRate indicating that the loan had been sold ) and XXXX confirmed that the information that was provided in the letter was accurate and that I should pay them beginning XX/XX/2021. I therefore, paid XXXX via automatic payments for my XXXX mortgage. Since then, Guaranteed Rate sent me a letter indicating that I am delinquent on my XXXX payment and that they have no record of my loan being transferred. XXXX XXXX XXXX is indicating that this is in error and that they absolutely acquired my loan. Ive attempted to resolve the issue and have been in contact with both mortgage providers but each of them continually give me instructions to communicate to the other provider. I feel that the consumer ( myself ), should not be the delegate between two separate mortgage companies about a transaction that they initiated without my involvement. Both companies XXXX XXXX & GuaranteedRate ) are informing me to make my XXXX payments to them and Guaranteed Rate continually indicates that I am overdue ( despite the fact that XXXX already applied my XXXX payment to the outstanding mortgage balance ). In summary, I need help determining who is the proper owner of my mortgage. I will make the payments without issue as long as I know who to make the payments to. However, as it stands, Guaranteed rate has called me repeatedly to collect payment and my credit score has dropped by XXXX points which I believe is due to the fact that both companies are showing an outstanding balance in the same amount.
I previously filed this complaint against XXXX XXXX XXXX but since I am still receiving multiple calls from Guaranteed Rate and the fact that my credit score has been negatively impaired I reached out to the CFPB today and they recommended that I file this secondary complaint against Guaranteed rate directly. Both complaints will remain open until this issue is resolved.
I am seeking assistance in getting the two companies to correspond so that this matter can be cleared up. Thank you in advance for your help.
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| 03/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I originally contacted Guaranteed Rate Affinity ( GRA/Lender ) back in XX/XX/XXXX to be taken out of COVID-related forbearance, and to be considered for a retention workout ( deferment and/or loan modification ) of my unpaid balance.
The company informed me that I needed to make on-time monthly payments starting XX/XX/XXXX as they " worked toward a retention workout solution. '' I have made on-time payments every month from XX/XX/XXXX through XX/XX/XXXX ( 7 payments as of today, with the 8th payment scheduled to arrive by XX/XX/XXXX ), but I have not received any resolution.
During this time, the lender has denied my request for a deferment of the unpaid balance. The lender did not provide any documentation or explanation regarding their deferment denial decision. I requested to be considered for a loan modification. The lender denied my request for a loan modification. The lender did not provide any documentation or explanation regarding their loan modification denial decision.
According to my records, I have reached out to the lender on the following dates since XX/XX/XXXX : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX During these calls and emails to the lender, although I requested to speak with the Specialist assigned to my account, I have never spoken to the Specialist assigned to my account. However, I have spoken to customer services representatives ( CSRs ). Each time I have spoken with a CSR I have requested to following : - Information supporting their deferral denial and loan modification denial decisions.
- Escalated service support ( a callback and/or email response ) from a manager for the specialist working on my loan account.
- Information to submit an appeal to their deferment and loan modification decision.
I have not received any information regarding my requests.
I am without any resolution, and the lender continues to vaguely respond by stating : - " Management is working on getting a resolution. '' - " Please continue to make on-time payments until we receive the resolution. '' - " The specialist working on your account is not available at this time. '' I am in " limbo '' without any next steps information, and I am unable to refinance my loan with another lender due to this. The lender is negligent, untimely, and unable to service its paying customers.
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| 03/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/XXXX, I emailed Guaranteed Rate 's Special Loan department, per their Customer Service department 's direction with a request to put a lump sum of money toward our principal and to recast our loan.
XXXX XX/XX/XXXX, I received a letter from Guaranteed Rate with the steps necessary to recast our loan. I called Guaranteed Rate Customer Service to verify that I needed to put another request in writing, per the letter, and to confirm that I can put both the amount to be applied to the principal ( {$100000.00} ) and the fee to recast ( {$300.00} ) on the same check. Customer Service reported that I did not need to write an additional request, but I did regardless, and my wife and I signed it. I then mailed a check for {$100000.00} to Guaranteed Rate on XX/XX/XXXX ( check # XXXX XXXX, which was cashed on XX/XX/XXXX.
I contacted Customer Service the first week of XXXX to check the status of the recast because our XXXX payment was still in the original amount. Customer Service informed me that I was going to receive a packet via 2nd day Air from UPS, which I received on or about XX/XX/XXXX. In the packet, a letter dated XX/XX/XXXX confirmed the {$100000.00} amount in principal reduction and provided loan modification paperwork that needed to be signed and notorized. This process was completed on my end and sent back to Guaranteed Rate via UPS 2nd day Air on XX/XX/XXXX.
I contacted Customer Service the last week of XXXX to check on the status of the recast, as our XXXX payment was still in the original amount. Customer Service informed me that it was being processed on XXXX and to wait to make the payment until it was adjusted/recast.
Today is XX/XX/XXXX. I contacted Customer Service again, as the due payment is still showing as the original amount. They are sending an email to " XXXX XXXX '' to initiate the recast, as they can not do anything more.
Guaranteed Rate took possession of {$100000.00} of my money in XXXX and received the paperwork they required before it was due ( per the XX/XX/XXXX letter, it was due on XX/XX/XXXX ). Their Customer Service department has no connection to XXXX XXXX and is unable to rectify any issues. I am being put at a great financial disadvantage, as I sent them an extremely large sum of money and am still being held to the old principal amount. If I do not pay by the grace period ( XX/XX/XXXX ), I will then be in bad standing. Guaranteed Rate is operating unprofessionally and unethically.
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| 07/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I refinanced my home from XXXX XXXX XXXX to Guaranteed Rate in XX/XX/XXXX. My insurance company XXXX XXXX XXXX XXXX XXXX provided my insurance policy to GR. You'll find in the attachments. The insurance company faxed and called requesting payment and the payment was never received. I received a check from my prior mortgage company, XXXX XXXX XXXX. I called my insurance company and they stated that check must be signed and sent to GR so they can pay the policy. That was done and GR cashed the check on XX/XX/XXXX ( thats provided in the attachments ). The insurance company reached out to GR on XX/XX/XXXX requesting for the payment to be made. Numerous times the insurance company atempted to get the payment to pay the insurance amount and nothing from GR. Now I'm still continuing to receive letters threatening force placed insurance due to " lapse in coverage '' when GR never paid the policy as they should have. On top of this, I had to establish insurance again with my agent and the premium went from {$1100.00} to {$1400.00} which is higher than it should be because GR never paid my insurance as they should have. I spoke to a couple different agents within GR and they claim they do not have the ability to see my check that was sent or the fact that it was cancelled. All they continue to tell me is after XX/XX/XXXX they will force place insurance and my premium will be higher. I spoke to XXXX and XXXX ( Supervisor ) still nothing to resolve this matter. I asked my insurance company to provide me with the dates and attempts to get this resolved and I'll attach to this complaint. This is completely unfair and deceptive. If someone would just take the time to actually review my account instead of telling me they can't see a cashed check I don't think we would be in this mess. I'm absolutely exhausted over dealing with this mess. This shouldn't be like this. A customer who has escrow should not have to jump to ever hoop.
I must say, I can't believe all of this has happened. The refinance process was the easiest thing I've ever done in my life. Now that this has happened I have the worse taste in my mouth and will never refer anyone again to refi with your company. Never once through this process did XXXX attempt to help she continued to state she needed a reinstatement letter from my insurance company. How can you provide a reinstatement when GR never paid the policy. Due to the error the policy had to be completed AGAIN.
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| 04/28/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My husband is a XXXX XXXX XXXX XXXX and we decided to refi our home from a conventional loan to a VA loan and take advantage of the low interest rates. We decided to go with Guaranteed Rate due to the LO. XXXX XXXX was exceptional! I noticed in XXXX when they paid the first County Tax installment that the taxes for impounds were not set up correctly. I called on XXXX and advised that XXXX things needed to be fixed. 1. I asked to have the annually tax amount updated to the correct amounts {$2600.00}. That the tax amounts they set the tax impounds up on were incorrect. They set the impound account up with {$4100.00} a year and the actually yearly impounds are {$2600.00}. 2. I asked for the overage in the impound account be refunded. 3. I asked that the monthly PITI payment be corrected as it should be reduced due to the taxes being less. In XXXX I received a refund check for {$750.00} for the overage for the taxes. As I stated my husband is XXXX XXXX XXXX XXXX and he was having some health issues so I dod not follow up again about not correcting the other 2 items. I saw in XXXX that they paid the next installment of taxes due and that they paid the correct amount of {$1300.00} but they still had not corrected the impound overage due to me of apron {$1500.00} nor had they adjusted the PITI payment or updated the actual tax amount. I called back in around XXXX and requested the three times be corrected. 1. I asked to have the annually tax amount updated to the correct amounts {$2600.00}. That the tax amounts they set the tax impounds up on were incorrect. They set the impound account up with {$4100.00} a year and the actually yearly impounds are {$2600.00}. 2. I asked for the overage in the impound account be refunded. 3. I asked that the monthly PITI payment be corrected as it should be reduced due to the taxes being less.I was told it would take up to 10 business days. I called in around XXXX and was given the run around. I advised I would be filling a CFPB Complain and put on along hold when the representative came back she advised me it would be XXXX business days. I logged back into my account after XXXX business days and can see that have changed the taxes to reflect the correct installment amounts but my escrow balance is still showing the overage and my PITI payment has not been lowered. I have been trying since XXXX to get this relieved its clear I can't do it on my own.
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| 01/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I would like file an official complaint about the delays I experienced while working with GaranteedRate.com whe ; attempting to refinance/consolidation of my 2 mortgages loans with XXXX XXXX XXXX & XXXX XXXX. I started the refinance process in mid XXXX of 2020 with GuaranteedRate.com and didnt close until mid XX/XX/2020. I provided Guranteedrate.com with all the required documentation such as paystub, W2s and bank statements on the very same day that Guaranteedrate.com asked for them on XXXX XXXX. I specifically want to file a complaint about lack responses from XXXX XXXX and XXXX XXXX. Their lack of follow up and limited knowledge of their own business led to me pay interest to 2 mortgages XXXX XXXX XXXX XXXX XXXX XXXX for a longer period of time that what I should have. This money should have been applied to my new refinanced loan. XXXX failed to respond to emails and weeks went by in XXXX & XXXX of 2020 without me hearing from XXXX at all. Out of the blue, XXXX XXXX contacted me in early XXXX, she asked for paystubs, W2s and bank statements which I had already provided to guaranteed rate on XXXX XXXX. XXXX was clueless to the fact that I had already been working w XXXX for the previous 6-8 weeks. With a lack of progression on my refinance, I finally had to elevated to VP XXXX XXXX in mid XXXX. When XXXX contacted me, he apologized and offered no explanation other than he accepted responsibility than his team dropped the Ball on my refinance. I expressed to XXXX that these delays would cost me extra interest on my loans and I would never be able to recovered by me. XXXX completely agreed with me and he understood why I was upset. XXXX had XXXX XXXX assigned my refinance and she was very helpful and on top of it as she communicated with me regularly. XXXX XXXX who worked with me from the start to finish on this refinance, was an absolute professional and a pleasure to work with.
For these reasons stated above, I would like to be reimbursed directly for extra interest I had to pay to XXXX XXXX XXXX and XXXX XXXX in the month of XXXX & XXXX as this should been avoided & paid to my new mortgage and not the 2 mortgages that I was getting rid of. XXXX & XXXX XXXX calculated the interest listed below. Please contact me with a resolution ASAP. -XXXX XXXX XXXX XXXX XXXX XXXX {$280.00} XXXX XXXX - {$82.00} XXXX XXXX XXXX XXXX {$200.00} XX/XX/XXXX-XX/XX/XXXX2020 - {$130.00}
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| 08/16/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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With regards to dealing with XXXX XXXX, Branch Manager of XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, SC XXXX, regarding a VA loan, I ran into multiple issues, specifically regarding VA loan procedure and paperwork. For example on my loan estimate received the evening of Thursday, XX/XX/XXXX, was completely incorrect ( attached-corrected copy also attached ), most notably, XXXX had included a {$12000.00} charge for a VA funding fee, which I am exempt from due to my XXXX. Although XXXX had not yet received an official certification of my exemption from the VA, I did submit to XXXX XXXX XXXX, my official VA Benefit letter , as well as disclose my VA XXXX income. Additionally, XXXX included in my loan disclosure package, a Verification of VA XXXX form, Request for Certificate of Eligibility form, and Request for Certificate of Veteran Staus form, all of which were filled out incorrectly and I was locked out of making any changes to them in the electronic signing packet ( attached ). I brought this to XXXX 's attention, in writing via email on Monday, XX/XX/XXXX, and I have never received a response back from XXXX. The reason why this was so important to take care of Monday, was because Monday was the day I was contractually obligated to send the builder a conditional letter of approval by any lender I was looking to utilize, besides the builder 's preferred lender.
Although XXXX sent a revised Loan estimate document ( attached ), he never unlocked the VA forms for me to fill out/complete/correct.
The last time I spoke to XXXX was on Friday, XX/XX/XXXX. That conversation did turn heated, because I called him out on this erroneous paperwork. He then called my realtor, and she stated that he said he did not feel that he could compete with the builder 's preferred lender. This is not up to XXXX or any lender to decide. It is up to me to decide, and if he felt this way, then he should have had that conversation with me, not my realtor.
XXXX claims to be a VA loan specialist, but a majority of the errors contained in the loan disclosure packet, had to do with VA paperwork and/or the VA funding fee. My concern being that other Veterans who are maybe on their first mortgage, may not pick up on these errors, or know that they are exempt from the VA funding fee, and is this lender praying on them, or taking advantage of their lack of knowledge.
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| 11/13/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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My loan was originated under XXXX XXXX who I believe worked for both Mortgage Electronic Registration Systems , Inc. ( MERS_ as Mortgagee , MERS is the nominee for Lender and the mortgage loan originators post office address is XXXX XXXX XXXX XXXX XXXX XXXX XXXX MA XXXX and license number is XXXX. I was approved for a FHA loan with an adjustable rate mortgage. I used an attorney provided by XXXX XXXX, Guaranteed Rate or MERS, it was very unclear to me. The loan was originated under XXXX XXXX instead of XXXX XXXX XXXX in order for the investors or holders of the loan to avoid tax liability in the event they had to foreclose on the property. Additionally, I believe they are defrauding the US government by double dipping with loan write offs post foreclosure. In my case that sum was greater than 80K USD. Additionally, I was informed the loan was not tied to my SSN which is why I am still liable for the tax liens. If you read the XXXX XXXX XXXX agreement it seems very clear to me as a consumer they were responsible for the taxes. Please review all of the attached documents. I also submitted my complaint to the FBI, and have started to send the information out to private attorneys. I would think a FHA loan would have been tied to my SSN as the loan appeared on my credit report. I also notified XXXX XXXX who I had been making payments to that I needed help. I applied for a loan modification and was denied under the basis of the loan not being 12 months old. It's my understanding after briefly doing research the 12 month period is invalid and I should have been awarded a loan modification which would have prevented me from losing my home. I have been homeless since the foreclosure and have suffered emotional distress, damages, and have lost time which is of course the most valuable resource. I'd also like to point out I've never been married, and was hospitalized during the notices. I used an attorney provided by the loan originators and used my passport and license which state XXXX XXXX XXXX & XXXX XXXX XXXX. I followed what I was told by the attorney present who should have been looking out for my best interest as the consumer rather than the banks. I can prove they have done this on a broad scale.
It's incredibly important to review the phone calls on XX/XX/2019 and XX/XX/2019 with XXXX XXXX an executive resolution specialist for XXXX XXXX home mortgage and myself.
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| 02/17/2016 |
Yes |
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- Application, originator, mortgage broker
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Web |
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On XXXX/XXXX/XXXX, we heard about a TV commercial to offer the low rate for refinancing. The commercial stated that how easy to apply for home loan online and get a guaranteed interest rate instantly. The commercial does not say anything about the company 's eligibility requirements such as XXXX credit score, XXXX % debt-to-income ratio and XXXX % loan-to-value ratio. If I had known these requirements, I would never have called them or applied for loan.
My representative spoke with a Mortgage Specialist of the lender. I was asked to complete an application online. I encountered a system error message and my submission aborted abnormally. I did n't have an opportunity to verify data entered online. We also did not receive a Loan Summary for reviewing the payment and costs associated with the loan.
On the same day ( XXXX/XXXX/XXXX ), the Mortgage Specialist received my credit reports from the XXXX major Credit Reporting Agencies.
On XXXX/XXXX/XXXX, the Mortgage Specialist sent an email asking for my XXXX & XXXX Personal and Business Tax Returns ( All Pages ) to determine the exact income. However, due to the system error and the company 's failure to send the Loan Summary containing the payment and costs associated with the loan, we did not feel comfortable in sending the tax returns and going forward with the application. We withdrew my application for refinancing.
On XXXX/XXXX/XXXX, we sent an email to the Mortgage Specialist notifying our withdrawal of the application.
On XXXX/XXXX/XXXX, the Mortgage Specialist notified us that the loan was denied due to high debt-to-income ratio. He made this decision without my Tax Returns and using an incomplete application.
On XXXX/XXXX/XXXX, we notified the Mortgage Specialist that I did not send my Tax returns as he requested ; the online application was incomplete ; he did not have my exact income ; and the application was withdrawn. We asked him why he sent the denial letter after the application was withdrawn. Was his intention to destroy the creditability of an applicant when the application was withdrawn? We requested him to cancel his denial letter. He has refused to cancel the denial letter. We wished to bring this to his management 's attention for early resolution. But, he refused to provide the name of his supervisor also. He informed us that we will receive no further communication from him or his company.
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| 02/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Older American, Servicemember |
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I've applied for a refinance loan through XXXX XXXX at an interest rate of 2.75 %. After all the paperwork had been submitted ( sometimes twice ) they moved from XXXX XXXX to XXXX XXXX which required more information further delaying the process. During this time the interest rate dropped to 2.5 % and per the XXXX policy, if the consumer contacts them to acknowledge the drop in interest rate, XXXX is obligated to lock in the lower rate. During the week of XX/XX/XXXX I contacted one of the people working on my loan to alert them of the lower rate and on their recorded line, they confirmed that they my rate was now locked at 2.5 %. I either spoke to XXXX XXXX, XXXX XXXX or XXXX XXXX all of whom were working on my loan. The only thing left was to complete an appraisal on my home which was scheduled for XX/XX/XXXX. During this time interest rates began to increase once again, currently at 2.875 % The appraisal was conducted on schedule completing XXXX requirements. A few days later I was contacted by XXXX XXXX who told me that XXXX XXXX had been sold to Guaranteed Rate out of XXXX IL. and that there was a chance that I may lose the 2.5 % interest rate that XXXX had previously committed to on a recorded phone line. I was asked to wait for a week while they sort things out which I did. When I reached back out XXXX XXXX to ask what was going to happen he told me that Guaranteed Rate would NOT hold the interest rate that XXXX had previously committed to and that it would be at the new higher rate.
I find this to be a breach of verbal contract. I've submitted everything that they required of me in good faith in return for a financial product that they committed to prior to the change of ownership of their company. The obvious solution during a transfer of ownership would be to honor any applications in process, especially those that have nearly been completed and go forward with current market conditions thereafter.
As a consumer, we are required to sign all sorts of legal binding documents that protect the lender but where are our protections as a consumer when it comes to commitments made to us. I'm hoping the Consumer Financial Protection Bureau can intervene here to cause XXXX XXXX, now Guaranteed Rate, to operate in an ethical business manner and fulfill their committed obligations.
The loan number they issued for this application is # XXXX and XXXX # XXXX
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| 10/11/2022 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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XX/XX/XXXX, XXXX I applied for a Heloc through my lender 's app. Guaranteed Rate. I was denied. I called XXXX to inquire as to why I was declined. I have excellent ( over XXXX ) credit scores. I have very little debt. When a man ( XXXX ) answered, he put me on hold and when he came back after checking on my application, said I was declined due to " a county land use code that we do not accept. '' I had never heard of such a thing and asked for more information. He said the code was " NEC or Not elsewhere classified '' and that they don't do loans on properties with that code. I said I lived in a residential neighborhood in a single family home, and asked what would be considered a " normal ' code. He replied single family. I said that I thought there was some mistake. He said I would need to call my county to get it corrected. We hung up.
I called the County assessors office and spoke with XXXX She confirmed with her superior that my property is indeed coded with the county as " Single Family Residence ''. She offered to email me the property card to send on to the processor at Gauranteed rate. She did email that to me and we hung up. I called back immediately to the above XXXX number for guaranteed rate. This time after waiting for an answer for 15 minutes I spoke with " XXXX ''. I told him that I had an email proving that my property was not coded as NEC, but Single Family. He said there was nothing he could do. The information they get can not be changed. I asked how that is legal. They are offering financial loans to the public but they don't have to use correct information to process that person 's application? That doesn't seem right. I asked for a superior to call me back. He said there is no one that is a superior. That he literally had nothing other he could do for me. I again asked how I was to correct this mistaken information if the county had nothing to change? I asked to send him the property card by email. He said that there would be nothing he could do with the corrected information or the property card and the final comment he had was that this happens to A LOT of people that are applying and there is literally nothing they can do. This sounds like a company that has an algorithm set up in their approval data to lend to only a certain demographic that maybe my neighborhood is not part of.
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| 07/11/2019 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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On XX/XX/XXXX I started a refinance process with Guaranteed Rate for our Jumbo mortgage on our recently purchased home in XX/XX/XXXX. The purchase financing XXXX XX/XX/XXXX ) was also handled by Guaranteed Rate.
It is 4 months later, and despite assuring me several times in the last few months that closing was near, they kept delaying for more details, despite the fact that I had uploaded/sent those details several times already.
Each time, they kept trying to " gouge '' me for additional fees - rate lock extension fees, additional closing costs, other fees. They also increased the interest rate, despite the fact that the rates had actually dropped ( and I pointed that out! ).
I kept going back to them and saying that this was NOT what we had agreed to, and I had the emails to prove it, and then they used that to further delay.
Ironically, our original loan XXXX, XXXX XXXX, was AWESOME, and kept fighting with his internal team for constantly making changes that were not agreed to. He was ALWAYS available, returned all my calls almost immediately, and literally went to people personally to try to get this loan done. His hands were tied because these delays were being caused by folks up the chain and not him. And then they changed the XXXX XXXX on me without warning more than once!
I believe this firm is trying to price gouge me - they are likely losing money on the original loan because I'm refinancing within 6 months - but lets be honest here! Rates were historically high last Fall when we bought the home, and they have dropped precipitously. I have a right to refinance at any time!
The rules state that once an LE is given, you can't change the rates/fees prior to close. Modifying the LE each time, and adding more fees, and causing more delays, so that customers like me get exasperated and just pay the additional fees to close the mortgage should ALSO not be allowed. At least, that is the spirit of the law.
Guaranteed Rate needs to tell the truth here, and resolve this matter, and be fined for misleading consumers.
Timeline : ====== XXXX. File started XX/XX/XXXX XXXX. First LE on XX/XX/XXXX at 3.625 % ; XXXX. Updated LE on XX/XX/XXXX and they added $ XXXX points not agreed to originally ; XXXX. XXXX XXXX on XX/XX/XXXX and they added $ XXXX lock extension fee not agreed to.
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| 06/14/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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Web |
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The response from GUARANTEED RATE INC is false. Transunion stated several times that they never received any response from GUARANTEED RATE INC or XXXX XXXX to remove this Hard Inquiry from my credit report that was requested by GUARANTEED RATE in the first place. There have been no documents given to me showing that Transunion was notified of the hard Inquiry from GUARANTEED RATE INC or XXXX XXXX
I have also Been Harassed by GUARANTEED RATE with Text messages and repeated Phone calls all different times of the day and night. This company GUARANTEED RATE has harassed me and damaged my Credit report regarding a loan I did not authorized or request. GUARANTEED RATE has not done all that could have been done to correct the Hard Inquiry in my credit report. Then harass me on top of it. Then threaten me in a letter stating that if I file further complaints, it would be marked as a duplicate when my Issue is still unresolved. The issue is still not resolved and I plan to exercise my legal right against GUARANTEED RATE. I will also be filing complaints with the Attorney General as well. Unresolved prior complaint below.
I have reached out to XXXX XXXX to remove a hard inquiry from my credit report on XX/XX/2021 that I did not request or authorize. XXXX XXXX claim to have sent a request to the credit reporting agencies to remove the inquiry. This a hard inquiry in my credit file. I have provided requested information to XXXX XXXX and Guaranteed Rate that I did not authorize any loans with Guaranteed rate. Then I was informed it would be removed, and it has not. XXXX XXXX and Guaranteed Rate is responsible for this issue, and it seems that someone intentionally requested a Mortgage using my name, and Identity which is fraud. XXXX XXXX and Guaranteed Rate also failed to validate my personal information that was used without my authorization or consent. The Hard Inquiry from GUARANTEED RATE INC via XXXX XXXX is still in my Transunion credit report. I was informed in the attached letter from Guaranteed Rate, that it could take 90 days. It has been more than 120 days because my Dispute was filed in XX/XX/2021 and it's still not removed from my Transunion credit Report. I also attached my police report as well. I'm requesting this hard inquiry to be removed from my credit Immediately.
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| 05/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I currently have a mortgage for my co-op apartment in XXXX XXXX XXXX with Guaranteed Rate. My difficulty comes in trying to sell the apartment.
When we close on purchase of this apartment Guaranteed Rate took possession of the original stock certificate and lease document. This is standard practice for lenders who provide financing for co-ops.
Now I'm in the process of selling the apartment. Every step of the process of selling is complete - I have a contract and the buyer is clear-to-close from their lender, however, the closing is being held up on delivery of the stock and lease.
The payoff attorney that Guaranteed Rate is using for this deal is the same payoff attorney my previous bank ( XXXX XXXX ) used for the sale of a previous co-op apartment that I owned. This payoff attorney is well respected and on top of sales like this. They submitted the request to Guaranteed Rate to provide the stock and lease documents on XX/XX/XXXX.
The bank responded that it would take " about 4-6 weeks ''. This is already a long timeframe to work with - XXXX XXXX returned the documents for my previous sale much faster. I waited patiently and 6 weeks has come and gone.
As of today it has been 8 weeks and 2 days since the original request. As I understand banks are under no obligation to return the documents in a timely manner - theres no stated deadline they have to abide by? It seems unconscionable that they can delay the sale by not acting quickly to return the documents.
This delay is causing real and potential damage. The longer this delay persists the greater risk the deal is put in. I have until the end of XXXX until the contract expires, but even up until that point there is always the chance for an unlikely event to cause the entire deal to collapse.
The real damage Im incurring is the cost of the loan Im still required to pay until the sale is closed. Every day I pay {$48.00} in interest to the bank, and {$51.00} to carry the maintenance and utilities for the apartment.
As of the day of this complaint ( XX/XX/XXXX ) Ive paid {$1900.00} of non-principle carrying costs due entirely to Guaranteed Rates failure to return the documents needed to close on this apartment. {$920.00} of which has directly enriched Guaranteed Rate in the form of interest on my loan.
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| 08/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I received a general statement to pay my current mortgage servicer, XXXX, on XX/XX/XXXX by the XX/XX/XXXX due date. When I logged in online to make the payment for XXXX on the XXXX ( I have a 15 day grace period ) I received a message that my account was not eligible for a one-time draft payment. I then attempted to call and make my payment over the phone. The automated system was able to locate my account number to give me my past payment information, but when attempting to make a new payment I received a message that my account number was not valid. I was required to call back on Monday XX/XX/XXXX in order to speak to a live representative within their servicing hours. At this point I was informed my loan was " transferred to another department ''. I was given a new number to call and was advised it was a new company servicing my loan, XXXX XXXX XXXX. They informed me I could make my payment to them. I inquired if they were going to send something in writing, as I had not received anything thus far. They stated a letter had been sent to my property address on XX/XX/XXXX. They stated I would not get any late fees for 60 days from the transfer date, which was XX/XX/2019. I declined to make a payment until I receive something in writing. It is now XX/XX/XXXX and I have still not received any information in writing regarding the transfer of my loan to a new service provider. I have checked my mail and email thoroughly, but have not received anything from either the new company or the previous one. Am I not supposed to receive written notification from both parties 15 days before the transfer occurs? I am now outside of the grace period, which has never happened. I am concerned and uncomfortable about the situation and angry at the complete lack of communication I have received in regard to my own financial interest. Why was I given a statement to make a payment to XXXX if they are no longer able to accept my payment? Why have I not received a statement from the new provider XXXX? There has been no communication from my mortgage provider Guaranteed Rate XXXX. XXXX XXXX, XXXX, IL XXXX ( where I am supposed to mail my payments ) There was no letter or statements. I am left in an unconfident state of my loan status due to the lack of communication from either party.
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| 09/13/2018 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Dear CFPB, I entered into a VA Home loan on XX/XX/XXXX with Guaranteed Rates. I knew that with the VA Loan there wasn't suppose to be any PMI.I had a couple of house that fell through due to cash deals or issue unresolved with the home inspection. The House I bought was done so sight unseen as I was in a crunch to move down from XXXX to XXXX.
During the closing at XXXX XXXX in XXXX XXXX the paper showed a PMI and Escrow. I mentioned that to the Title company and they gave me a song and dance so I called XXXX XXXX at Guaranteed Rates and he to gave me a song and dance about it had to be on there because of the value of the house.
I signed the paperwork and then continued to question them on why it was on there when every I spoke to at Banks said it should be on there because its VA Home Loan and the PMI isn't suppose to be on there.
Well the end of XXXX I received a letter from them saying that XXXX XXXX XXXXXXXX who was the presenter servicer of the mortgage had sold my loan to XXXX XXXX XXXX. I wasn't aware and had never been informed that mortgage wasn't serviced by Guaranteed Rates.
I've now reached out to my new mortgage company only to find out that XXXX XXXX XXXX isn't handling the mortgage and its actually XXXXXXXX XXXX that is handling my account.
The letter from Guaranteed Rates stated not to pay them as the mortgage would be taken over by XXXX XXXX. I have yet to receive any paperwork about my account from XXXX XXXX. I XXXX XXXX on XX/XX/2018 to make arrangements to pay them but they couldn't help since they didn't have my paperwork. I was told by XXXX XXXX at the PA HQ that he would call me back on the XXXX but I have yet to hear from him.
So I called and spoke to a guy named XXXX who informed me that my information was received on the XXXX and that it was due. He then proceeded to tell me that they are a debt collector.
The reviews online show a history of predator practices so I need to know what steps or actions can I take to protect myself with this new company and to file a complaint against Guaranteed Rates for collect the PMI ( Which I have felt they were skimming money from ) and their lack of transparency about who the money from my payment was actually going to.
Sincerely XXXX XXXX XXXX XXXX
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| 09/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I have refinanced our mortgage for a property I own in XXXX RI in XXXX of XXXX.
The mortgage was refinanced through a company called Guaranteed Rate ( XXXX ).
Our lender prior to that has been XXXX XXXX. Once the refinance went through the mortgage was immediately sold to XXXX.
It took XXXX two ( 2 ) months to set up our account during which time we made two payments to Guaranteed Rate using temporary payment coupons. I can provide copies of processed checks for those payments.
I can also provide a screenshot of our statements from the previous lender, XXXX, showing that those statements end in XX/XX/XXXX as well as a screenshot of our statements from the current lender, XXXX, showing that those start with the XXXX statement ( due date XX/XX/XXXX ) to demonstrate the gap during which payments were made to Guaranteed Rate.
The issue is XXXX says they have no records of those two payments being remitted to them. They sent us a 1098 with 10 months worth of payments and interest because thats what theyre saying we paid.
The Guaranteed Rate representatives I spoke with said it looked like the money got stuck in your system somehow which is why we have not received a 1098 from Guaranteed Rate for those payments.
After a couple of months of back and forth received a 1098 from Guaranteed Rate showing the interest from the two missing payments and now a representative I spoke with says it does in fact look like the money was never remitted.
Problem is I started getting a run around from every representative I spoke with after that. After over 2 month of emails and questions going unanswered they unilaterally closed my ticket with no resolution or refund and the only option they're now offering me is to start a new ticket and the process of looking into it again.
To summarize XXXX is still saying they never received those payments and now we have the 1098 from Guaranteed rate for them which means that they did and the money is stuck in their system.
This means that Guaranteed Rate is holding two payments in the amount of {$2100.00} each for a total of {$4200.00} I would like to get those payments refunded so I can apply them to our mortgage directly with our new lender but I am getting no feedback or responses from anyone
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| 04/09/2020 |
No |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On or about XX/XX/20, I was referred to a Guaranteed Rate Loan Officer as we were interested in refinancing and we specifically stated that our main interest was to lower the mortgage interest rate, the mortgage payment, and to get rid of the mortgage insurance. We were informed that a Conventional Loan will help us to do all this so we started the loan application. Based on our credit scores we were informed that the best interest rate for a conventional loan at that time was 3.99 % for a 30 year mortgage. We had a 3.875 % FHA mortgage which was better than what they offered but she informed us that she could manage to lower the mortgage payment. On XX/XX/20, we received preliminary closing fees that will be charged at closing and we noticed that a Discount Points fee was added for {$4900.00}. Then, on XX/XX/20 the 1.5 % of the Loan Amount ( Points ) was reduced to {$3500.00}. During the process of the loan we had several problems with the Loan Processor, that close to the end of the process, I sent an email to the Branch Manager as I was informed by a friend that the mortgage interest rate had gone down, so I decided to send an email to the Branch Manager and she replied to me saying that they couldn't lower the interest rate because of my credit score, but they were still going to be charged 1.5 % in points. At the end, we did not like the way we were treated due to people who refinance are asked to wait because they prioritize Purchase Loans this was said by the Branch Manager in writing via email. As if we the people like us who refinance don't deserve the same attention or treatment. The refinance process is not " free '' as they charge all these fees to include large fees they are not willing to do anything about like when you pay points it is specifically to lower your interest rate. We decided not to refinance and to stay with our mortgage company, everyone should be treated with respect and in a " fair '' manner regardless of what type or mortgage you are applying for Purchase loans over Refinancing loans, and Guaranteed Rate shouldn't give " priority '' to purchase loans as loans should be treated and process in a " fair '' manner. I wouldn't recommend Guaranteed Rate to anyone who is looking to refinance their loan.
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| 06/05/2021 |
Yes |
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Web |
Servicemember |
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As a Veteran, I seek complete signed closing documentation from Guaranteed Rate Mortgage Company on a Veterans Administration Refinance that closed in XX/XX/XXXX to investigate irregularities in the processing of the mortgage that have appeared post-closing. The closing was a so-called COVID contact less closing in which documents were dropped by courier on my porch without customary ability to review final signed documents. It has been revealed that required basic closing records including signed versions were never provided to me by the title company Ravenswood Title XXXX XXXX IL on behalf of Guaranteed Rate Mortgage Company. I have called and emailed Ravenswood repeatedly for weeks with NO response.
Guaranteed Rate ( Mr. XXXX XXXX Sales Rep/Broker NMLS ID : XXXX ) has promised since last XX/XX/XXXX to resolve the irregularities revealed. Since have not received any reply nor response from Mr XXXX or anyone at Guaranteed Rate, I have retained an attorney, Mr XXXX XXXX of the law firm of XXXX, XXXX XXXX XXXX, to obtain information and documentation in order to pursue these irregularities. Unfortunately, all parties : Guaranteed Rate, Ravenswood and XXXX are now ignoring my Attorney. Need to get their attention to obtain the documents required to pursue resolution.
First issue is irregularities in disbursements. Broker, Mr XXXX NMLS ID : XXXX, stated there would be an approximate $ 10K tax deposit rolled into the mortgage resulting in a cash out '' that never materialized. I never received an accounting from the Broker, Mr. XXXX.
Second issue is Mr. XXXX disclosed and committed prior to my application that Rate.com does not sell its loans and my loan would not be sold or assigned. Several months after closing I received an email from another company XXXX XXXX or XXXX XXXX XXXX stating there was a new loan number and payments should be sent to their contact address. I never consented to nor saw the new loan documents creating the new loan number.
Final issue I uncovered while doing taxes when I realized the payment processor ( XXXX XXXX XXXX XXXX ) has been charging me Mortgage insurance on my federally guaranteed Veterans Administration ( VA ) loan. Mortgage insurance was never disclosed in the closing.
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| 09/06/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Im a senior citizen and have a mortgage for over 28 years and have not had a problem until Guaranteed Rate took over my mortgage.
Guaranteed Rate is the mortgage provider for my building : XXXX XXXX XXXX XXXX.
XXXX, XXXX XXXX The building is a three flat. Two of the units are rented and my apartment is a vacation rental unit.
Since I have another residence in XXXX and travel, I do not spend much of my time at my primary residence. I asked Guaranteed Rate to send all non-secure policy information via email so I have current information on my mortgage.
Guaranteed Rate has a convoluted and confusing policy to request email communication.
I submitted a written email request form. After three to four weeks Guaranteed Rate response was their policy does not allow any type of email communication.
To add to the confusion, I pay my Guaranteed Rate mortgage through a third-party XXXX XXXX XXXX XXXX .
My XXXX XXXX XXXX online account is Your Mortgage Online, XXXX XXXX XXXX is a Guaranteed Rate website.
Your Mortgage Online has limited information and errors in the Loan Payment Activity webpage, XXXX XXXX XXXX.
Guaranteed Rate does not use their Secure Message Center, XXXX XXXX XXXX to communicate important policy information.
A problem occurred with my property tax increase. Guaranteed Rate mailed that the escrow amount in my monthly payment would increase due to the tax increase.
Since I wasnt at my primary residence I did get notification of the price increase.
Guaranteed Rate again refused my request to notify me by email. They also refused to appoint a single-point of contact to resolve outstanding issues.
Although Guaranteed Rate will not communicate to customer via email, they use email for information to refinance my mortgage with Guaranteed Rate.
Also, in non-compliance with their email policy, I received an email today from Guaranteed Rate that they are transferring my mortgage account to XXXX XXXX XXXX.
Guaranteed Rate policy makes it impossible for me to effectively manage my mortgage account and could lead to negative credit rating. In prohibiting email correspondence, Guaranteed Rate compels telephone conversations eliminates email documentation of the complaint process.
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| 09/23/2021 |
Yes |
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- Trouble during payment process
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Web |
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I XX/XX/, I purchased my first home through Guaranteed Rate. My payment was set up for escrow within my P & I payment. In XX/XX/XXXX, my loan got transferred to XXXX XXXX XXXX from Guaranteed Rate. Everything still seemed fine as mortgage transfers usually happen. In XX/XX/XXXX, I start to get letters from the XXXX XXXX XXXX XXXX office, advising that my taxes have been past due since XXXX. I tried to call XXXX for information as to why this was happening. XXXX kept giving me a running around as to taxes were paid. I called the tax accessor and they advised they never received escrow payment from any lender from the time I bought my home. The tax accessor has advised if I do not make a payment by XX/XX/XXXX, they can pursue legal action for foreclosure. I have contacted XXXX once again to confirm what actions they are taking. They advised that they sent out a check back in XXXX, but it bounced and returned. Not once did they try to confirm why or where this returned. They now have mentioned they sent an escrow check on XX/XX/XXXX to the tax accessor, but only covers the taxes for the year XXXX. When I spoke to XXXX, they advised that when they received the loan from Guaranteed Rate, they mentioned there was no escrow balance transferred to them from GR. They mentioned that maybe GR had paid out the full escrow balance to the taxes, but does not satisfy that comment. As XXXX County tax accessor has provided details that there has been no escrow payment in XXXX. I am beyond disappointed in both services as to how they're handling my escrow account. Had I known the irresponsibility of the mortgage services was this bad, I would not have set up escrow into my payment. Now my escrow has been reanalyzed and my payment has jumped from about XXXX to now XXXX due to the incompetence of these mortgage services. Neither XXXX nor Guaranteed Rate wants to speak to me directly to figure this mess out. I have done what I am supposed to as a borrower and make my payments on time. If neither, Guaranteed Rate or XXXX financial want take responsibility for their lack of service, I will be moving forward with prosecution. It just seems as both lenders would rather have my home foreclosed on than to assist me.
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| 03/15/2023 |
Yes |
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- Trouble during payment process
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Web |
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I purchased home XXXX XXXX and obtained insurance from XXXX XXXX acct # XXXX as Guaranteed Rate as my servicer. The insurance was paid through my escrow during closing. Guaranteed Rate transferred my loan to XXXX XXXX XXXX in XXXX of XXXX. XXXX XXXX sent 2 invoices for insurance payment in XXXX of XXXX and XX/XX/XXXX, both invoices were not paid. XXXX XXXX of XXXX I received a letter stating XXXX XXXX XXXX would be placing lender place insurance on my home. I called XXXXXXXX XXXX XXXX and spoke with the who instructed me on uploading the new XXXX page to the claim to deter lender placed insurance. I uploaded the document XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. XX/XX/XXXX I received a letter stating force place insurance has been added due to no homeowners insurance. I never missed a mortgage payment Guaranteed Rate and XXXXXXXX XXXX XXXX violated my RESPA Section 6 rights. Neither paid my insurance per the federal responsibility as my loan servicer. With an FHA loan, I am required to have an impounded account. As of now XXXX XXXX will not re-instate which was cancelled XXXX of XXXX or provide new coverage due to non-payment. I have to seek different insurance at a much higher rate due to breach of contract by the servicer failing to pay the policy premium. RESPA does not require borrowers to maintain an escrow account. It is the lender 's decision whether the borrower must maintain an escrow account for the purpose of paying taxes and other items. Neither Guaranteed Rate nor XXXX can explain why the invoice were missed. Ironically, I received my 1-yr anniversary escrow analysis which is the review of taxes and insurance, but no one mentioned non-payment of insurance. When I spoke with XXXX XXXX of XXXX XXXX servicing, he stated my funds were sitting in escrow and acknowledged that the XX/XX/XXXX, email of my XXXX page was received.
My rights have been violated, per lender requirements, the servicer breached the contract when they failed to make payment, my mortgage has increased, the new insurance policy premium is higher, I have been sanctioned by insurance for lapse coverage all because I am required under FHA loan agreement to have an impounded account which the servicer failed to pay.
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| 09/16/2022 |
Yes |
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Web |
Servicemember |
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My wife and I found a new home and were interested in purchasing. Our realtor advised us to make a strong offer with no contingencies as there were already 8 pending offers on the home. In doing so, we knew we would have 2 mortgages for a period of time until we sold our current home. Our offer on the new home was accepted and we began the process of obtaining a new loan. My wife and I are both veterans and decided to use my wife 's VA benefits for this loan as she had not previously used them. We were nervous at the thought of having two mortgages, but both our realtor and lender advised us of the option to " recast '' our new loan after we sold our current home. We asked about this several times throughout the loan process and were told every time it would not be an issue to do the recast and we would be informed of the process. We closed on the new home in XXXX of XXXX and began the recast process. After numerous inquiries, our lender, Guaranteed Rate, LLC, finally sent us all the paperwork and documentation stating the adjusted mortgage loan payment for the lump sum amount we would send in. We completed all of the paperwork as directed and sent it in, along with a {$300.00} processing fee. Within a few weeks, we received notice we were not able to recast our loan, as it was a VA loan. After going through this process for 2 months, asking questions, following all directions explicitly, we are stunned and angry our recast was not approved. Guaranteed Rate, LLC, has applied our {$390000.00} lump sum payment from the sale of our previous home towards our new loan, however, the monthly payments have not been changed as we were promised. Our lender from Guaranteed Rat, LLC - XXXX XXXX, is a Vice president at the company and as such, we assume is versed on all lending policies, or at least have the resources to verify information. His response was to attempt a refinance of the loan at our cost. This is not acceptable to us as this was not our error. We have previously attached all the paperwork we received for the recast process, including the initial approval and recast of the loan, to the money sent, to the denial letter. They are available and I will resend them if required.
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| 07/27/2019 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
Servicemember |
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We accepted an offer on the purchase of our current home on XX/XX/XXXX. We were told the buyers were approved for the agreed purchase amount through a USDA backed program. A settlement date on or before XX/XX/XXXX was targeted and agreed upon by all parties. On XXXX we were told appraisal came back at contracted price with no repairs & file from the lender was being sent to USDA that day. We were told to be prepared to be out of house & close XX/XX/XXXX. We rented a storage unit & spent holiday weekend moving out. We purchased & scheduling deliveries for appliances & furniture for new home. On XX/XX/XXXX we were told there had a been incorrect information. Paperwork NOT filed with USDA. Told buyer had a XXXX and was slow to turn in required documentation. Settlement postponed to unknown time. We spent a lot of time and more money postponing/rescheduling deliveries and rescheduling deactivation of services at current residence and new services at new residence. We had to extend rental agreements for storage. We required daily updates from buyers team in extension contract. Updates were not received as agreed- vague and late. Our realtor reported having to request multiple times some days to get update. We couldn't get a clear date/time, plan, or explanation about what problems were. suspicious there was something more than USDA back log. Our extension expired XX/XX/XXXX. Were told conflicting information about USDA processing time but to plan for closing sometime week of XX/XX/XXXX. We were told it was rare for USDA to not approve a file. We were encouraged to move out again and also arrange for utilities, mail, appliance delivery etc at both residencies. On XX/XX/XXXX at XXXX, we were informed the USDA did NOT approve the application and that more documentation was required by buyers. Believe there is risk that this couple is not qualified. Spent XX/XX/XXXX and XX/XX/XXXX moving back in and once again, establishing/canceling services, delivers etc. spent hours on the phone with utility and post companies. Had to reschedule XXXX year old sons birthday celebration and spend time at home waiting on XXXX to fix re-connection issues.
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| 10/26/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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Web |
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During the first time applying for a mortgage with Guaranteed Rate back in XXXX of 2022 a credit run was authorized by me to check my credit report. XXXX XXXX was the broker at the time that was processing the loan from Guaranteed Rate. I was told by running the first inquiry will be affected but not afterwards, since it was applying for a home loan ( same company ). And, any inquiries there afterwards from Guaranteed Rate would not affect my credit report, ( it should only be soft pulls until loan approved and to close on the house ). How many times should a loan company pull your credit report as a hard inquiriy while in the midst of purchasing a home? I have over 8 hard inquiries on all 3 Credit Bureau from Guaranteed Rate. I can understand 2 hard inquiries if was needed, which could be from first applying for the loan and when closing. This broker felt the need to continue to run a credit inquiry on me ( same company ). XXXX XXXX states because of previous dispute I had on my credit report, the disputes needed to be removed. But does getting your disputes removed is required by hard inquiries or to run hard inquiries? This has really affected me greatly with getting approved for credit. I have been denied for credit and credit line increased ( I wasn't before purchasinga home ) because of too many hard inquiries. And, this was right after I purchased a home in XXXX XXXXn which I started having difficulty with thr broker XXXX XXXX then ( excuses ). Also, my loan has been already been sold to another lender XXXX before my first house payment in XX/XX/2022. I asked for help from the broker himself, XXXX XXXX about the hard inquiries, but XXXX XXXX stated this is what needed to be done by him/company due to the disputes I had on my credit report ( to get removed ). I need this to be resolved. Also, I have called and reached out to all 3 of the Credit Bureau asking for assistance with the hard inquiries and the reporting agencies states they are not able to remove thr hard inquiries and they will stay on my credit report for 2 years, which is harming me, my livelihood, especially after purchasing a newly built home.
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| 04/12/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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On XX/XX/XXXX I noticed my " XXXX County Property taxes '' of {$10000.00} had not been paid by my Mortgager " Guaranteed Rate '' via my escrow account. I called Guaranteed Rate and asked why they had not been paid ( they had no good reason. ) They advised me to email a copy of my " Property Tax '' bill and they put in a work request to the escrow - property tax dept to get them paid. They acknowledged at that time if they were not paid on time they would be responsible for the 7 % Penalty Fee ( {$710.00} ) I made several phone calls from XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX to resolve this issue as we ended up selling our home and closing on it on XX/XX/XXXX. Because the property taxes were not paid, our escrow company paid XXXX County property taxes {$11000.00} through the proceeds of our sale. When I spoke to the " Supervisors '' on XX/XX/2018 & XXXX. They all acknowledged that Guaranteed Rate was responsible for the penalty Fee of {$710.00} and assured me that Guaranteed Rate would reimburse me when the loan was paid off.
With no recourse in sight and no follow up from the elevation of our complaint with the reps at Guaranteed Rate, We filed a complaint with on XX/XX/XXXX with the XXXX with no response or On XX/XX/XXXX we spoke to " XXXX XXXX '' who follows up with BBB complaints who said he would look into it and call me back by XX/XX/XXXX - Again no call back. We finally called him back today XX/XX/XXXX. XXXX stated that Guaranteed Rate would NOT be refunding me the late fee because 1 ) The account is closed and 2 ) I put a stop on the payment?! ( after a recommendation from their representative who noted that since the escrow would be paying the taxes the next day it made no sense for Guaranteed Rate to make a double payment to XXXX County. The rep again acknowledged and reassured me that since Guaranteed Rate failed to meet their Fiduciary Responsibility we would receive a reimbursement of the Late Penalty. ) Although Im sure Mr. XXXX is sincere in his trying to help me, Im not confident that the Loan Servicing department he is working with is using any common sense in this department.
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| 03/22/2018 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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We entered into an agreement w/Guaranteed rate, inc. to refinance our home in XX/XX/XXXX. We were upfront with our issues, a Bankruptcy ( discharge XX/XX/XXXX ) and bad credit.. They pulled our credit on XX/XX/XXXX. said they could go forward knowing this situation, to get us refinanced. We paid {$620.00} for an appraisal of the property on XX/XX/XXXX to guaranteed rate, inc. The appraiser didnt have cards so I didnt get his name. We have never received a copy of this appraisal. we were told it was good to proceed. They proceeded to have us jumping thru hoops for another 6 months, resubmitting documents, negotiating with XXXX regarding the settlement of HELOC acct that was discharged in bankruptcy.
I negotiated with XXXX our mortgage holder to settle that acct. 3 times they let this offer expire, with increases in penalty fees from XXXX. So now XXXX will not honor the settlement agreed to with them. I called KYHC to get their account to subordinate, to the new loan. I did all the aspects of getting our situation in order. Including another appraisal, that guaranteed rate were going to cover ( probably added into the closing costs at the end ). We received a copy of the 2nd appraisal cause I asked appraiser to send it to me. When they let the last offer from XXXX and the appraisal expire, I called all the contacts at the XXXX office to get info. I was ignored for more than a week. Finally, my calls were answered, and said they couldnt do the loan, because our lack of good credit and bankruptcy. So I asked them to explain, they said, that XXXX was reporting the HELOC as late, not on time, this is the acct that was discharged. Plus our 1st mortgage also with XXXX isnt reporting as paid as agreed, on time. because it also was discharged in the bankruptcy. Which they knew up front from us, & from the first pulled credit report on XX/XX/XXXX. yet they took money from us for appraisal, and jerked us around for 6mos. If they had denied us then, there would not be a problem. but someone took our money. jerked us around for 6mos.
I would like to get a refund of the original appraisal fee of {$620.00}. Loan #
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| 08/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a mortgage that is serviced by Guaranteed Rate through XXXX On XX/XX/2020, I signed up for automatic payments amounting to {$3000.00}. I repeatedly checked the account between XX/XX/XXXX and XX/XX/2020 to ensure that the payment was posted. No notification was made that payment had been or would be posted. The mortgage servicers home page only said that the automatic payment would be made " XX/XX/2020. '' By the end of the business day XX/XX/2020 no payment had been posted and no notification of payment was given. An email was sent to customer service and no reply was or has been received. A manual payment of {$3000.00} was made and automatic payments were canceled. Notification emails were immediately received indicating that automatic payments were canceled and that a one-time draft was active. On XX/XX/XXXX, an email was received indicating that a payment of {$6000.00} was received, though only one payment of {$3000.00} was posted to my bank account. I called customer service on XX/XX/2020 and was told that the payment second would not be canceled, and I would have to wait to refund the payment, which would require waiting 10 days then emailing documentation of the withdrawal to customer service. Details on the type of documentation to be sent in were not given, and I was told that it would take a minimum of 48 hours before the email would be even be opened by a customer service representative, that no notification of the email being received would be given, and that I would have to wait for a written letter if there was an issue with the information I sent. No timeline for how long this would all take was given. On XX/XX/2020, the payment was posted to my bank account and an email was sent to customer service, for which no reply was received, and another call was made to customer service. Customer service again indicated I had no choice but to wait to apply for a refund, no exception could be made for any issues, and that any communication would be sent to me via posted mail.
It is unacceptable that Guaranteed Rate be so shady in their payment posting, refund and cancellation practices.
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| 08/13/2018 |
Yes |
- Mortgage
- Other type of mortgage
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- Struggling to pay mortgage
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Web |
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We were in escrow for both the condo we were selling and the house we were purchasing. The closing dates were in XXXX and within a week of each other. The monies from the condo sale were to be used as an substantial down payment on the pre-qualified loan for the house mortgage. A week before the condos escrow closing date our buyer backed out due to family issues.
XXXX XXXX from Guarenteed rate assured us we could get a different loan then the pre-qualified one. This would require just the savings we had around XXXX $ as an down payment and not the condo sale monies. The mortgage monthly payment dues however were over twice as much as the pre-qualified one and not sustainable for our familys income. XXXX promised before even the first mortgage payment due in XXXX we could recast the loan paying down the principal after the sale of our condo.
We sold our condo in XXXX and XXXX was out of office for the XXXX XXXX XXXX XXXX. Once he was reachable again and many phone messages left for him, we received a letter from Guarenteed rate on XX/XX/XXXX stating once we wire XXXX $ to them they would recast the loan for a monthly payment of XXXX $ We wired the monies within a week. Once Guarenteed rate received the money XXXX XXXX called to say it was impossible to recast the loan as promised and stated in the letter we received on XX/XX/XXXX. We now can not afford our mortgage payment. XXXX also promised to return our XXXX $ so we could at least afford to pay the inflated mortgage out of that lump sum but in doing that to not go bankrupt we still lose XXXX $ until able to refinance as proposed in XXXX.
That conversation and assurance that our monies would be directly wired back to us was at least two weeks ago. And then once again suppose to be returned by Friday XX/XX/XXXX. Guarenteed rate has not returned our money and now XXXX is on vacation according to his voicemail where I can not leave messages until Monday XX/XX/XXXX.
We want our loan recasted with the promised mortgage payment. This is unacceptable that they refuse service promised and still keep our large sum of money.
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| 03/22/2019 |
Yes |
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- Struggling to pay mortgage
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Web |
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I applied for a 203k fha construction loan with Guaranteed Rate in Illinois and bought the home in XX/XX/2018. it is a construction loan so I interviewed contractors and picked one and Guaranteed Rate assured me that they would do a thorough background check before they approved him. They approved the contractor and I gave him {$20000.00} dollars of my own money to start the work. The contractor then destroyed the home and took off with my money. When I asked Guaranteed Rate how he passed the background check, they told me all they ask is for 3 reference letters!!!
I have continually interviewed many other contractors to work on my house and now they want double the money I originally had for the construction of the home because of the mess the original contractor made there.
Since Guaranteed Rate approved the Contractor without a proper background check, I asked Guaranteed Rate to please defer a few payments or lower my mortgage payments just until I could get a new contractor and they have continuously refused!
I have constantly contacted Guaranteed Rate, dealing with XXXX XXXX ( XXXX ) XXXX and XXXX XXXX ( XXXX ) XXXX. They either don't respond or tell me they will get back to me and never contact me back. I then told them that I would be making complaints with Department of Banking. Today, I find out that they have sold my mortgage to another bank called XXXX XXXX - I found out because I contacted Guaranteed Rate AGAIN and they told me they no longer had my loan. I contacted XXXX XXXX and they advised me my loan is in default because I haven't made payment which is NOT true, my mortgage is up to date!!!
I have spoken to an attorney and he advised me that after looking at everything, Guaranteed Rate is in fact at fault! They should have done a proper background check and the HUD consultant assigned to my home should have known that the amount the contractor bid would be impossible to do that scope of work.
This bank has ruined my life!!! I am a XXXX year old single woman who put everything I had into this home and I'm about to lose everything!
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| 07/08/2020 |
Yes |
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Web |
Servicemember |
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My husband and I refinanced our loan with XXXX XXXX XXXX ( they're not the problem in XX/XX/XXXX. Our loan officer advised us not to make our XX/XX/XXXXmortgage payment because the refinance would fund in XX/XX/XXXX. It did, on XX/XX/XXXX.
There are a few issues here ...
Our previous lien holder was Guaranteed Rate and we got a notification saying that the servicer was being transferred to XXXX XXXX XXXX. This new servicing would take place in XX/XX/XXXX, and I think it went into effect on XX/XX/XXXX. Our new lien holder was/ is XXXX , as of XX/XX/XXXX.
I am filing a complaint against Guaranteed Rate, XXXX, and XXXX XXXX XXXX.
We have received notices from XXXX stating that the payoff amount was not sufficient enough ; that it was {$500.00} short! I've spoken with both XXXX and GR regarding the difference. Escrow provided me with a payoff amount and XXXX said that it was enough to cover the total loan payoff. GR changed the payoff amount after the loan closed. If there was a discrepancy, our escrow account should have covered it. I have also yet to see a refund from our escrow/ impound account, that was supposed to be a direct deposit.
I am tired of being passed around, and told to contact multiple departments to get this issue resolved. It sounded like XXXX was being cooperative, until we received a new mortgage statement saying we owe them three months of payments, totaling {$6600.00}. That's insane! They're not even our lien holder!
I called XXXX again and they said they could not credit any of the payoff amount towards our account because of the missing {$500.00}.
Lastly, I am not sure which lending institution it was, but one of them reported a 30-day late on my and my husband 's credit reports. This has severely affected our credit scores, dropping them nearly 130 points! I have completely lost my patience at this point. I am not wasting any more time, playing phone tag and detective, regarding who the best department is to resolve this. Everyone has records of everything. This has seriously inconvenienced my family.
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| 05/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I purchased my first home on XX/XX/XXXX. I obtained a loan from Guaranteed Rate XXXX and expected a consistent monthly payment throughout my loan term. However, I recently learned that the loan originator provided me with a grossly inaccurate estimate of my mortgage payment.
The lenders total monthly payment estimate was {$1900.00}, and I was comfortable with that payment amount. However, as of XX/XX/XXXX, my payment increased to {$2500.00} due to the incorrect estimate of the property taxes.
When I contacted the loan originator about the problem, he said he would have given me the option to collect escrow for the current taxes OR for the estimated amount based on what I was paying for the home. I was never offered those options by him. Had I been asked ; I would have told him that I need an accurate estimate of my total monthly payment based on the price I am paying.
It turns out the lender had estimated my taxes based on the current taxes which was {$3400.00}. The taxes based on my purchase price are {$6100.00} with the Homestead Exemption discount included. In an email to me, the loan originator said that it is possible that the lenders processing or closing department may have changed it without his knowledge! His final response was that I will have to pay the new payments or he " could look at doing a refinance. '' When I received the estimates from the lender, I believed that my income was enough to carry the loan. I understood that the property taxes could increase, but I had planned on filing for homestead exemption to help keep my payments close to the lenders estimate.
The loan officer knew that I was a first-time buyer, and that it would be financially difficult for me to make payments higher than the estimate amount that he provided. This has brought a lot of stress to me. I believe that I was deceived, and I am requesting that your office investigate this matter. I would like to know what my options are, and I would like to know that this will not happen to anyone else that might apply for a loan with this company.
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| 02/03/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account information incorrect
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Web |
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Guarantee Rate : Regarding Loan # XXXX I called your customer service department on XX/XX/XXXX and spoke with customer service rep XXXX, who recommend me sending a e-mail response. She also put in a request to review this matter.
I am writing to ask you to removed the credit delinquency hit on my credit score for the month of XX/XX/XXXX.
In XX/XX/XXXX, I was no longer safe in my home on XXXX XXXX XXXX XXXX XXXX MN XXXX because of my husband XXXX use disorder. I contacted law enforcement to have him removed from the home, but since we were married they could not assist me. He refused to leave the home and refused to pay the mortgage. I immediately filed for a divorce, and I had no other choice but to leave the property and move into a rental because I had no family to stay with. I am XXXX generation only child and all of my immediate family is deceased.
I kept you informed of this situation as much as possible. I was granted a divorce by XXXX XXXX Courts on XX/XX/XXXX and quickly put house for sale.
The house was sold on XX/XX/XXXX where you received full loan payment, and we avoided a foreclosure proceedings. Because of this situation my credit score has take significant hit, making it impossible for me to be pre-approved for another mortgage and forcing me to live in a sub-standard apartment.
I am asking sincerely for you to remove the credit delinquency hit on my credit score for the month of XX/XX/XXXX, since you received complete payoff of the loan on XX/XX/XXXX.
I have attached for your records a copy of the satisfaction of pay off of loan you sent me for your reference.
These XXXX missed mortgage payment is the only thing on my credit report preventing me from being able to buy another home, and prior to this situation I had excellent credit history.
Please let me know if you would like to see any additional information regarding my divorce proceeding and the timing of this situation.
I am hoping we can work out a solution quickly that can improve my credit score immediately.
Sincerely XXXX XXXX
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| 04/04/2015 |
Yes |
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- Application, originator, mortgage broker
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Web |
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Guaranteed Rate, Inc., " originated '' a loan on our home XXXX/XXXX/XXXX. Clause # XXXX says if the loan is paid, they are supposed to instruct Trustee to reconvey the house and eliminate all evidence of debt. We sent them a Request of Statement of account, they eventually admitted they had no interest in the property or the mortgage on it-XXXX, XXXX times in XXXX XXXX. Suddenly, after we sent the servicer, XXXX XXXX, a QWR on XXXX/XXXX/XXXX, GRI " assigned '' the mortgage-via MERS, who has no standing in Nevada-XXXX XXXX XXXX. The assignment was supposed to go into a XXXX, was way too late and not allowed even if it had n't been late. Either they lied about having an interest in the note, then assigned it illegally and late, or they told the truth about the note, and allowed XXXX to receive 2.5 years of mortgage payments and threaten foreclosure ( on XXXX/XXXX/XXXX ) when they had no authorization to do so. Also, they purported to be the actual lender, whereas the MERS report shows them as the servicer, nor di did they inform us that XXXX Bank was the lender, so they committed fraud from the very beginning. They also did not deposit the note into the trust as is required by the PSA agreement for XXXX. Furthermore, we sent GRI a Letter of Rescission on XXXX/XXXX/XXXX. They owe us either the XXXX mortgage payments and/or the closing costs. Another clause in the DOT : BORROWER COVENANTS that Borrower is lawfully seised of the estate hereby conveyed and has the right to mortgage, grant and convey the Property and that the Property is unencumbered, except for encumbrances of record. Borrower warrants and will defend generally the title to the Property against all claims and demands, subject to any encumbrances of record. '' I 'm contractually obligated to generally defend the title to the Property against all claims and demands. That is clear cut, and even if it 's ambiguous, the doctrine of " contra proferentem '' is applicable ; ambiguities are to be construed unfavorably to the drafter. GRI drafted the contract, not me.
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| 02/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have two mortgages with Guaranteed Rate Mortgage Co. located in XXXX XXXX, Illinois ...
( I routinely check my balances and statements online. I need to check : 1- the status of my account, 2- whether the mortgage company has honestly paid the County property taxes that are due on the properties, 3- to ensure that they are correctly creditung my account towards princiole/interest/escrow etc. ) ... Their website that I log into as a borrower refuses to let me have access to my OWN accounts because they forcibly want me to agree to the " new terms '' that they have imposed which is -- " unconditionally accepting E statements '' that I do not want ... because I need hard copies in order to keep track of the 5 different mortgages I have ( as rentals ) ... so I have refused E statements from the application phase, and all through the years. But the website will not let me look at my own accounts unless I agree to E statements and they have refused to display my own information by any other alternate means around this obstruction.
This is unlawful coercion and withholding of information that can otherwise keep them honest and accountable. These are written terms in our agreement that was signed at the time of property purchases in XXXX and XXXX that Guaranteed Rate agreed to perform in good faith but is failing to do so after the fact.
By denying borrowers access, Guaranteed Rate mortgage Co is not only reneging on its agreement, and failing to perform as agreed to, but they are forcing borrowers to comply with E statements so they can maximize profits resulting from witholding hard copies to those that prefer a paper statement.
The way Guaranteed Rate mortgage Co. does it is by denying borrowers access to their online accounts, and holding that information hostage -- which in turn robs borrowers of the right and ability to make sure that Guaranteed Rate mortgage Co. Is honestly performing the allocation of monies towards County taxes, Loan principal and interest, and Escrow funds.
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| 03/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My closing date was XX/XX/XXXX. On this day, I received Temporary Payment Coupons specifically for mailing in monthly payment for my mortgage to Guaranteed Rate. I was told by my Loan Officer that what I had received was the most up to date information. I was informed I could wait for my statement in the mail, but that it is common the first statement might not arrive in time for my first payment, therefore I can use the coupons. My first payment was due XX/XX/XXXX for an amount of {$1100.00}. The coupons had the wrong dollar amount due to a change in property taxes. But I was told by my Loan Officer I could send the check for the new amount, and still use the Temporary Payment Coupons even though there was a slight adjustment. My name and address was correct on the coupons, and the check was written out for the correct amount. I didn't see how this could go wrong. A few weeks went by, and I never received my statement in the mail. Because of this, I set up an online account so I could pay my XXXX statement online since I hadn't received any statements. It was then that I noticed my XXXX payment had not been posted on my account, and I soon got a call on XX/XX/XXXX being accused of not paying for the month of XXXX. I was shocked. They had taken the money out of my checking account though. I called Guaranteed Rate customer service and was informed my statement was mailed to the wrong address and that my loan number was changed. I was NEVER informed of this by phone or by email. Guaranteed Rate knew they mailed the statement to the wrong address as the statement was sent back to them ; they never informed me of this, and never asked for the correct address. The woman who helped me on the phone told me the statement had been mailed back to them since the address did not exist. I had her correct my address and she told me my correct loan number. I did everything I was told to fix this issue, yet, as of today, XX/XX/XXXX, they are still accusing me of not paying them for the month of XXXX.
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| 05/22/2019 |
Yes |
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- Trouble during payment process
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Web |
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Dear CFPB Officer I am reaching out to you after one year of hardship and harassment my family has been going through after starting a XXXX-FHA HUD whole home renovation loan. My family includes XXXX small children and my wife. We have been living in the corner of our basement since last year ( XX/XX/XXXX ) as a result of contractor fraud and lender irresponsibility. Everybody including myself in the family got sick several times as we live in the cold and unhealthy living conditions while paying $ XXXX monthly mortgage to the lender. This mortgage includes the money ( $ XXXX ) held by the lender on which I have no control. Two contractors played fraud and got away with the money they wanted.
Our house is a XXXX built old ranch, we bought in XXXX as our dream home. Hurricane Irene and hurricane Sandy took a toll on us but through hard work and doing multiple jobs we maintained the house to the best of our ability. In XXXX during recession we got some hardship-money from NJ State home finance and we had to pay back fully to XXXX ( NJhousing.gov ) to get the current loan. Even though this was not a cash-out loan XXXX insisted to pay back the full amount so we had to add XXXX to the loan to get the XXXX Renovation loan that made out total mortgage to {$620000.00}. XXXX didn't give us any receipt of receiving that money nor gave us any discharge letter. Now the lender ( Guaranteed Rate Inc ) is holding all the loan amount we received for the renovation and receiving the interest rate for the money I never used and we are paying mortgage for a house we do not live in. The project was supposed to be completed by XXXX of last year but didn't happen due to contractor fraud. The lender holds the money and releases money only to the contractor. We already paid {$46000.00} as mortgage since last XX/XX/XXXX for the money lender is holding. Until today we have no house to live in, we still live in the cold basement.
Please do the needful to give us justice.
Yours Sincerely XXXX XXXX
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| 09/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I refinanced my primary residence with Guaranteed Rate and closed on the property on XX/XX/XXXX. An escrow account was set up to be used to pay homeowners insurance, flood insurance and property taxes.
I received the final property tax bill from my town for Q3 and Q4 XXXX and Q1 and Q2 XXXX. I called Guaranteed Rate and was instructed to send that information to their custserv email, which I did the same day, requesting that my Q3 property taxes due be paid when they were due on XX/XX/XXXX. I received a computer-generated reply that the request was received and would be addressed.
I found out via the town that my taxes were never paid. I paid them out of my own funds on XX/XX/XXXX when I realized this. I again contacted Guaranteed Rate by both phone and email on that day. Again, I received the automated response but nothing further via email. The person I spoke with saw that a ticket was set up on XX/XX/XXXX but was not completed " due to COVID delays ''.
Since then I have contacted Guaranteed Rate on XX/XX/XXXX, XX/XX/XXXX and again XX/XX/XXXX to no avail. The property tax information that they have in my escrow account is still incorrect, and I have not received a refund for the property tax payment I made ( {$3300.00} ) over 3 weeks ago. I was told today that they would push through an escrow analysis ( which is the same thing I was told last week ) and that I would receive a summary in writing in 5 business days.
My next property tax payment is due XX/XX/XXXX and Guaranteed Rate 's records show that the next payment isn't until XXXX so I have no assurance that I won't also need to pay that directly out of pocket. In the meantime, I have over {$8200.00} in my escrow account, which will increase to over {$10000.00} when I make my payment before the end of this month.
I should also note that the annual homeowners and flood insurance isn't due until XXXX and XXXX next year, XXXX. So accordingly, they have overcollected and not dispursed any funds.
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| 04/26/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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Guaranteed Rate Mortgage Company has blocked my request for application to remove PMI from my mortgage loan. They have also not made payment from escrow to pay for my property flood insurance. I have included a dated paper trail of my request. I emailed on XXXX requesting PMI removal from my loan due to its increased value above the 75 % LTV thresh hold. I included both a pre and post renovation and improvement appraisal showing the home was worth XXXX and is now valued at XXXX. The mortgage note was 3 % down on a purchase price of XXXX. My current note payoff is approx XXXX. My calculations put my current LTV at XXXX = 64 %. Guaranteed rate responded twice with the only option of requesting an appraisal at cost, and paying off the original note at current cost and pay them XXXX dollars. I then completed a final request on XXXX which stated that my request to remove PMI should be based on current LTV, and that I requested the 2 year seasoning waiver which is allowed per HUD rules for significant property renovation or improvement. I have heard no response from Guaranteed rate and I would like to report them for deceptive banking and blocking my request for PMI removal.
The second issue I am having with the bank is that they have not paid my flood insurance out of my escrow account. I received a letter on XXXX from GR stating that they had no proof I had flood insurance, and that they were obtaining insurance at my cost on their behalf. THEY PAY MY INSURANCE THRU ESCROW!!!!. I contacted my insurance agent promptly and had her verify that GR was named on the policy. She has requested by fax, and phone, payment for this flood policy. It is now XXXX and they have still not made payment. This is absolutely unacceptable behavior. My insurance payments should be made promptly by my mortgage holder who is responsible for escrow payments.
I do n't know if the XXXX issues are related, but I request that this Mortgage company be investigated for these issues.
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| 10/26/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I hold a loan with Guaranteed Rate for my property at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX During the pandemic, I was an XXXXXXXX XXXX helping in the XXXX in both XXXX and XXXX XXXX XXXX. During this time, I was negatively impacted by the pandemic and qualified for forbearance. I completed the duration of time and re-entered payments on my mortgage on time. In order to account for the payments not made during the time I was in forbearance ; it was agreed that I would conduct a loan modification. This included a 3-month trial period that I completed successfully. I filled out and notarized the appropriate paperwork for my loan modification on time and Guaranteed Rate rejected my initial notarizations because the attorney did not date his signatures. In the state of XXXX XXXX it is not necessary to do so. This delayed the application of my loan modification, but I went ahead and re-did the paperwork again anyways despite the clerical error on Guaranteed Rate 's end, this time from XXXX. For the duration of my original loan with Guaranteed Rate, the trial period for the loan modification, and the duration of time between when it became applied as replacement for the old loan, I have not missed a single payment. However, I have been recently notified that I am due for one month worth of payment and am delinquent. I have held at least 10 phone calls and messaged directly via email multiple times, and Guaranteed Rate is taking a position that I still owe despite never missing a payment. Their current interpretation is that they applied my payments the way they chose to, instead of in line with the loan stipulations and now I am receiving late fees. The purpose of the loan modification was to roll any debts into the new loan and remain on time with payments. Guaranteed Rate is not holding up their end of the deal by misapplying my payments. I want my loan modification to be re-structured to cover the alleged debts and all contrived fees to be waived.
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| 04/02/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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We were in the process of having a new home constructed and closing on the home was set for XX/XX/2019. We where shopping around for the best rates and after contacting an officer with Garunteed Rate we decided to go with them. That individual told us we would receive the below ( taken directly from an e-mail he sent XX/XX/2019 ) : OPTION 3 30 Year Fixed XXXX Loan Amount 4.500 rate ( paying XXXX points ) XXXX / month ( principal + interest ) PMI = XXXX / month **I give you {$2500.00} in Lender Credit with this option, which brings the total lender fees down to {$0.00} **I give you an additional {$1200.00} in Credit towards the remaining 3rd party closing costs : Appraisal, Title, Government Fees I followed up a few times about the credits and the {$1200.00} he mentioned. I sent an e-mail dated XX/XX/2019, and another on XX/XX/2019. The first time he told me the credits would be paid outside of closing ( POC ). After inquiring closer to the closing on XX/XX/2019 I was told we were only getting a {$2500.00} credit, and the " additional {$1200.00} in Lender Credit '' was not actually an additional credit at all, it was what would be left from the XXXX credit after applying that credit towards their ( Garunteed Rates ) lender fees.
The original e-mail stated the credits in a way that they were two completely separate credits we would receive that could be applied towards different closings costs. However, when I tried to ask about them a few weeks after I was told not to worry about them and they would be paid closer to closing. It was only after my last inquiry near closing I was told these were not 2 separate credits and he tried to blame me not understanding for the poor wording he used. I believe he intentionally worded it the way he did to make the deal seem much better than it was, and tried to brush my inquiries about the credits aside until close to closing when we would be unable to get out of the loan without suffering substantial loses.
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| 04/04/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Application, originator, mortgage broker
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Web |
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I have a client that is being asked to cross qualify on a property that she is making an offer on. She is a single mother and feels very uncomfortable being asked to send her personal income documentation as well as her credit report to a person that she is unfamiliar with.
She would like to be able to buy a home that she desires and not feel like she is being steered towards a service that she has not chosen to work with. Especially on that has so much of her personal financial information. Here is the email string requesting the documentation from the borrower.
She is being asked to do this as a contingency of acceptance of her offer. The property is being listed by XXXX XXXX XXXX ; XXXXXXXXXXXX XXXX ; here is her email string back to me after I expressed concern.
Hi XXXX, The buyer is able to do the cross qual, and it wo n't breach the privacy requirements. It was one of the seller counter items, which was not countered out by buyer side. All we need is green light to proceed before we can open escrow. Please let us know ASAP, we will need to advise the Seller.
Thank you, XXXX XXXX ( AKA : XXXX XXXX XXXX ), REALTOR.
Team Leader at Team Stites XXXX : XXXX Call or TEXT : XXXX Fax : XXXX Hello In order to complete the cross qualification for this property I would just need the following : XXXX Credit XXXX Anything you think I should need to know : aka using gift funds, started new job, etc Links to my reviews XXXX XXXX XXXX Star Reviews XXXX XXXX ( all XXXX Stars ) " I look forward to building lifetime relationships one closed loan at a time. '' Over {$950000.00} in closing costs given back to the customer in XX/XX/XXXX!
XXXX XXXX Vice President of Mortgage Lending Named One of the Top XXXX Loan Officers in U.S.
XX/XX/XXXX-XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXXXXXX o : XXXX f : XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX ID : XXXX XXXX - XXXX BBB Rating - XXXX My name is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXXXXXX
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| 08/18/2021 |
Yes |
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- Trouble during payment process
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Web |
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Please look at these charts, bank statements, return letters. You will see that we paid every month and Guaranteed rate just sent us back XXXX XXXX payment. The number of mistakes that have been made regarding our account is unbelievable.
I have enclosed a mortgage chart that I believe will be very helpful. Please read in detail. I have also provided documentation to support this chart including : bank statements, and letters from guaranteed rate mortgage.
I believe you will see Guaranteed Rate/XXXX incorrectly distributed my mortgage payments in the following ways : 1. In XXXX when they received 2 separate checks, one for my mortgage and another for overage of escrow they misapplied them and added them together instead 2. Our XXXX cashiers check was not only applied late despite overnighting it, but they show it applied late and now we know they never cashed it '' despite being received ''.
3. In XXXX our payment was applied to XXXX again despite the cashiers checks being labeled and already sending a XXXX payment XXXX. XX/XX/XXXX a random amount of money was applied to our account incorrectly 5. XXXX XXXX cashiers check was sent back for no reason, after they told us that they had sold our loan. They said they would no longer service us and we would have to wait till XX/XX/XXXX.
At this point I believe it is clear many mistakes have been made and it is absolutely unacceptable. And now they have sold our loan to XXXX XXXX so they aren't trying to help us. We have sent numerous emails and letters asking them to correct this and they have not. We have talked to numerous managers and representatives and they have given us the run around. We have been at this now for 4 weeks, they have no regard for us or our refinance we are going through. They keep ignoring us but this is hurting us. Its not only hurting my credit score with improper reporting but this potentially could make us lose our refinance.
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| 11/28/2020 |
No |
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- Trouble during payment process
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Web |
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On XX/XX/XXXX I made my first mortgage payment to guaranteed rate. The payment was for my first payment sue XX/XX/XXXX. I was made aware that the servicer of the loan ( guaranteed rate ) would be switching departments somewhere between the first and second payment. This would provide me a new account/loan number. This seemed fine and I was assured any payments made would be transferred to the new servicer. I made my second payment on XXXX XXXX for the second payment due on XXXX XXXX. Since then I have been receiving mail stating my account is overdue. When I followed up I was told there was likely a delay between the two servicers. After one or two follow up calls I requested a supervisor and that an investigation be started. After being told multiple times i would receive followups with updates, I receive none. However I continue to get calls from Reps asking for my payment ... All in all Ive spoken to about 10-15 different representatives. Each conversation nothing gets resolved. Ive provided multiple emails with loan info/documentation, bank statements, receipts, contact info for the reps Ive spoken to. Now my next payment is approaching ( which I confirmed that I have DD setup ) However I was just made aware, after numerous phone calls, that my DD will not go through unless my account is up to date. Which on guaranteed rates end it is not. So while the issue is still ongoing Im expected to either make 2 payments ( one of which is DD ) in 2 days, or make 0 payments while I await a resolution. Ive been in contact with my bank as well to obtain more information regarding the initial transaction. All in all, I felt as if I was doing the right thing making my payments ahead of time and following the payment recommendations of my loan officer/Cust service reps I spoke to. However this has been one of the most time consuming and frustrating experiences. I would not recommend using Guaranteed Rate.
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| 09/12/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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During the Covid-19 pandemic my mortgage was put on forbearance. Once the forbearance was about to end I contacted Guaranteed Rate, my mortgage company at the time, to find out what my options are because XXXX XXXX XXXX XXXX XXXX XXXX XXXX and they informed me that I can talk to their Loss Mitigation department. They transferred me to them and the person had me fill out a Loss Mitigation for a Loan Modification. On XX/XX/XXXX I submitted the application with all the documents and a letter that they had asked for. They wanted me to send all my banking statement, XXXX XXXX XXXX XXXX my 401k statement, and I also included a VA Loss Mitigation application that I had filled out and submitted a year before on XX/XX/XXXX and never heard back from. On Monday XX/XX/XXXX I called the Loss Mitigation department to verify that Guaranteed Rate received my application and all the documents that they asked for and they said they did and they will get it processed. They informed me that it would it would take 2 to 4 weeks to process. I called back 3 weeks later and they informed me that it still had not been processed due to high volume of applications they said to check back in 2 weeks. I would check back every 2 to 3 weeks to see if it has been processed and they kept telling me it has not yet. I then asked if I could talk to a manager and the person told me that they will send a message to their manager and they will contact you and I never heard from their manager. My application was never processed and the amount of debt I owed kept building. It started out at around {$12000.00} and is now at {$79000.00} and Guaranteed Rate sold my mortgage loan to a new company name XXXX. I have now applied for a Loan Modification with XXXX so we shall see what happens. But, I'm not happy with Guaranteed Rate because I kept calling them to find out if my application was processed while they kept charging me late fees.
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| 04/16/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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On XX/XX/XXXX of this year, my wife and I applied to refinance our VA loan to a VA refinance for IRRL, from 4 % to 2.75 %. When the Mortgage Processors reached out to request document uploads, they provided the Loan Estimate on XXXX, so within the 3 day business days, from there I reviewed all fees on the LE and closing costs. I received a second email a day or so later requesting that I pay a {$150.00} application fee, which was a surprise to me because nowhere on the loan estimate, itemization of fees, or the advance fee deposit agreement. After I informed the processor that I wasn't going to pay the fee and take my business elsewhere, this was her response : " Hi Mr. XXXX, I just reviewed your file and youre absolutely correct, the application fee was not listed on the Loan Estimate. Since this fee was not properly disclosed to you at the time of application, we can not charge it to you. Please disregard the request to pay the application fee. My apologies for this oversight on my part. I appreciate you brining this to my attention. '' XXXX XXXX A couple days have since passed from the date of that last response, and I have received this today : " Hi Mr. XXXX, I hope that you are having a good week so far. I just wanted to follow up with you regarding my error in stating that you would be charged an application fee and to see if you have any questions. As I previously stated, you will NOT be charged the application fee as it was not disclosed to you initially. The only fees that will be charged to you are the ones that have already been disclosed to you on your Loan Estimate. I am happy to discuss over the phone if you like, just let me know the best time to reach you. My deepest apologies for my error and any confusion I caused regarding the fees you would be charged.
Have a great evening, '' On my client " to do list '', there is still a requirement to pay this erroneous fee.
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| 02/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I contacted my Credit Union to retrieve money I gave to Guaranteed Rate for appraisal and to continue the refinance process. Due to legal documents signed they could not retrieve the money.
Online I contacted Guaranteed Rate to refinance my property. I was looking for an interest rate of 3.75 % or lower and would not accept anything higher. XXXX XXXX ( loan officer ) assured me I was locked in at 3.75 % interest rate, therefore on XX/XX/XXXX I payed Guaranteed Rate {$500.00} for the appraisal and to continue the refinance process.Any documents, bank statements, proof of income, taxes, etc. I provided for them. In addition I gave them information on a property my sister and I own in Michigan. This Michigan property was paid off in XXXX, is in a living trust and the trust is responsible for taxes and insurance.
XXXX XXXX ( underwriter for Guaranteed Rate ), inadvertently used the property I was trying to refinance as the property in Michigan, saying there was a lean on it, thus denying my loan. I called XXXX and we corrected her first error thus continuing the refinance process. XXXX then said I was responsible for the taxes and insurance on the Michigan property. However, if XXXX would have researched the title of the property in Michigan she would have found that the property is in a living trust and the trust is responsible for taxes and insurance.This second error lead to a interest rate increase to 3.99 % which is unacceptable for me. Do to these two major errors, which could be considered as Fraudulent, ( do to the interest rate increase ), I believe I should get my money back. In addition I never received a invoice of the appraisal. XXXX XXXX did returned {$25.00} of the {$500.00} sent. The {$470.00} should be paid back to me to show good business practices, integrity, honesty, good faith, and the right thing to do. I do not believe I should have to pay for their mistakes.
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| 06/09/2021 |
Yes |
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- Trouble during payment process
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Web |
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I have an FHA XXXX loan with XXXX which is being serviced through Guaranteed Rate.
Due to either negligence ( or outright fraud ) by the HUD consultant assigned to my project by Guaranteed Rate, the bank approved and allowed release of approximately {$63000.00} of my project escrow funds to the contractor which he then took and did not use on my project. The funds were released for project funding categories that the HUD consultant said work was completed, or that materials were ordered, where this was not the case. The HUD consultant also signed off on work where the contractor has caused damage to the structure of the house that now needs repair and for work that was done incorrectly and has to be redone and repaired. This has left my escrow account with inadequate funding to complete the needed renovations and repairs for my project.
Thus far, Guaranteed Rate has told me I was just have to try and complete my renovation with the remaining project funds which is unacceptable. My house is just sitting now in danger of vandalism ( you name it XXXX and my project has lingered now for over a year ( closed on XX/XX/XXXX ). Ive been paying the mortgage now for over a year for a house I cant live in which is emotionally and financially draining.
I filed a complaint with HUD earlier this year in XXXX and they have completed their review and came to the conclusion that the bank is fully responsible for both the mishandling of the escrow funds as well as the HUD consultant. I got a response from HUD on XX/XX/XXXX that stated they were sending a directive to XXXX telling them they are responsible for the mishandling of the escrow funds ( and the consultant ) and that they need to determine to next steps and to comply immediately. Ive not heard anything or been offered any assistance and resolution as of today from the bank or Guaranteed Rate regarding this directive.
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| 10/30/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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On XX/XX/XXXX all three credit reporting agencies XXXX, XXXX and XXXX, noted a hard pull on my credit from XXXX XXXX/ Guaranteed Rate 1 ) I have made no such requests for a hard pull of my credit, online or otherwise. 2 ) I am an investigative journalist and was in Michigan in the midst of publishing an XX/XX/XXXX series on elder abuse https : XXXX so I would not have had the time to make such a request. 3 ) I am renting at present with no plans to purchase a home. 4 ) I have worked diligently to repair my credit following a XXXX bankruptcy. I, therefore, do not authorize hard pulls unless I intend to secure a new line of credit. 5 ) The hard pull on my report resulted in a two-point drop in my score at all three agencies. It will take until XX/XX/XXXX for this hard pull to no longer to affect my credit. I contacted all three credit agencies to file a dispute and they informed me I would need to reach out to Factual data directly. I did so on XX/XX/XXXX and was told by an abrasive customer service representative that they had no record of any of the banks or companies with which they do business requesting such a hard pull on my credit and that I " must have requested it online. '' When I told them that I had not, they informed me to take it up with Guaranteed Rate. After two days of going back and forth with a customer service rep. I received a call from XXXX XXXX on behalf of Guaranteed Rate. He informed me that none of Guaranteed Rate 's mortgage brokers had authorized such a pull and that it " happened online. '' When I informed him that I had made no such application, he replied " we get a lot of people saying that so it is company policy not to remove the inquiry '' ( basically inferring that I was lying. ) He added that even if I could prove I made no such action there was a " 99.9 percent chance we will do nothing. ''
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| 12/02/2020 |
Yes |
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Web |
Servicemember |
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I recently closed on a VA Home Loan. I spoke to the Home Loan Guarantee Team today about the home being sold under false pretenses. The sellers defrauded the buyer ( me ) by stating there were no leaks and other blatant lies. One of the main concerns I have a sensitivity to water-borne pathogens and mold that has put me in the hospital numerous times. It was a key issue I told the appraisers, the lender, the seller, the seller and buyer agent, the closing attorney, and the inspector, and they all guaranteed the home never had a moisture issue. Meanwhile, what I thought was paint all over the walls was actually mold. And the roof was installed improperly and there was a hole in the roof letting water in the entire 9 years the house was in existence. You can see outside from the attic. The entire duct system wasn't working and it was extolled to be an amazing XXXX system. There were dead animals in it and it was an improperly installed system. I'm in about XXXX in repairs and I don't think I'll be able to live there. This is a serious matter and the lender/bank won't return any call.
The repair addendum was never honored but my agent and lawyer bullied me into signing the closing documents. My closing attorney promised he wouldn't file those documents until I gave authorization he just wanted to get them done and ready. And he filed them anyway. He also said he would have the buyer put money in escrow to deal with a potential problem from the lack of completion of the repair addendum. But never did. And he won't respond to any calls or emails as well.
I'm currently sleeping in my car and winter is coming. Thanks for any help you can provide. I have the cash flow and debt ratio to buy a new home but I have a bankruptcy and have used up Veterans eligibility so I need this home declared properly to reset that eligibility.
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| 10/19/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Guaranteed Rate Inc consistently applies payments to my mortgage account incorrectly. GRI has been servicing my loan for 16 months of the 26 total payments I have made, 16 not correctly applied to my account. All the misapplication errors are in favor of GRI, if not caught these errors would cause me to pay more money than required. I made the most recent payment not correctly applied on XX/XX/XXXX ; a curtailment payment in the amount of {$2200.00}. GRI applied {$690.00} to my XX/XX/XXXX scheduled payments and {$1500.00} to curtailment Notify GRI of these errors thru RESPA NOTICE OF ERRORS address results in more payment errors. The most recent example is a letter sent by GRI dated XX/XX/XXXX. In this RESPA response letter GRI listed several payment reversal and payment applications, however the response letter resulted in additional errors. A curtailment payment made on XX/XX/XXXX that misapplied as my XX/XX/XXXX scheduled payment was reversed and never reapplied as a curtailment payment.
Notifying GRI of payment errors results in erroneous fees. In a RESPA NOTICE of ERRORS response letter dated XX/XX/XXXX, XXXX claims that a Bad CHECK payment on XX/XX/XXXX and charged me a fee of {$20.00} and also claims a Bad CHECK on XX/XX/XXXX and charged me another {$20.00} fee. GRI received no BAD CHECKS.
GRI consistently sends me monthly Mortgage Statements that do not accurately reflect my mortgage account activity. Most statements show payment amounts as XXXX, making it impossible to know what is going on with my account with all the payment misapplications reversals.
GRI must be attempting to trick me into paying more money than required. GRI is secure in knowing that I can't choose a different servicer and therefor is not too interested in servicing my mortgage correctly. A XXXX child could do a better job.
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| 02/02/2023 |
Yes |
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- Trouble during payment process
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Web |
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In XXXX of XXXX, my mortgage was transferred from Stearns Lending , LLC to Guaranteed Rate , Inc. I started forwarding payments to Guaranteed Rate in May, as per the notice received. I talked to an agent to find out what was going on and to make sure they got all of my information from Stearns, as well as my Loss Mitigation paperwork. My Payments were {$730.00}. Payments went smooth, as planned. On XX/XX/XXXX, I received a notice in the mail that my mortgage was transferred, yet again. This time, from Guaranteed Rate , Inc ( subserviced by XXXX Mortgage ) to Guaranteed Rate, Inc. ( subserviced by XXXX XXXX XXXX ). Payments start on XX/XX/XXXX going to XXXX. The payment amount due per notice is {$730.00}. My XXXX payment got kicked back to my bank. I called customer service. They could not find my account. They told me that it just may not be in the system yet and to try again after the holidays and that I could not be penalized due to RESPA. I tried paying twice more after the holidays. Both payments kicked back. I called customer service and they told me to call XXXX. I did and went over my account. The agent told me that they have not received a payment since XXXX and that my mortgage would not be transferred to XXXX until XX/XX/XXXX. She told me to call and find out what I owe because she couldn't tell me because they don't have my entire account.
I have been unable to contact anyone by phone. When they call me, I am either working or no one is on the line when I answer. It just hangs up. I got an email from XXXX stating that my transfer was supposed to occur but it was stopped and she doesn't know where my account is.
As of today, I have been unable to pay my mortgage due to technical errors and no one can tell me where my account is or what my Loss Mitigation terms are or where my money is.
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| 08/23/2021 |
Yes |
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Web |
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Our lender Guarenteed Rate Affinity out of XXXX CT. They have been dishonest and deceitful during our home process. We were originally Supposed to close on XX/XX/XXXX and had to file an extension. Our lender communicated with our settlement attorney that they wanted to close within the first week of XXXX. It is now XX/XX/XXXX and we have been promised a clear to close at least 6 to 7 times by now. They keep promising us that were going to close but all we ever hear is that theres more issues and they want more things from us. The main issue was with my fiancs maternity leave pay. The underwriter is taking way to long and scrutinizing everything. I feel things have been disorganized. They have not given us a new closing date ever since the first one was missed. At this point we feel were forced to go through with everything because we risk losing our deposit {$5000.00}. We have expressed two very important dates since the beginning as we live in XXXX. And the house were trying to buy is in XXXX. My son technically start school this week but we have yet to know when we will get our house. Our lender keeps telling us that they have everything they need to then come back and tell us that they need more that the underwriter is scrutinizing everything. I do not feel we are being treated fairly. And when we ask for updates they are not getting back in a timely fashion and I feel that our time does not matter at this point to them. We are trying to apply for the XXXX program which we were told we met and even paid off a good amount of debt to make sure we qualify to then be told that we may not qualify possibly. We are being given too much mixed information. This is caused our family stress, medical issues with myself, and we have missed work. We just want answers and help. Not sure where to turn.
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| 04/20/2022 |
Yes |
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Web |
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In early XXXX of this year, I made an offer on a home and it was accepted. I worked with a loan officer named XXXX XXXX with Guaranteed Mortgage to obtain a mortgage for the house. The process was touch and go despite me being pre-qualified. XXXX had called and informed me that in order to get the home moan, I would need to ask my boss for a raise from $ XXXX to $ XXXX. I clarified with her that I needed assurance that it would work if I were to ask, and the home loan would be obtained. I also was informed that at the juncture of this communication, I could still get my XXXX back if I withdrew from the deal. XXXX called me back a little while later and informed me that she talked with the powers at be, and that I would be able to secure the loan. I asked my boss for the raise, he was kind enough to give it to me, and I continued cooperating with XXXX and guaranteed mortgage. Then less than a week before I was supposed to close on the house XXXX informed me that it wouldn't work despite entering into a verbal contract with me. At this point I was moving out of my rental, and instead of paying for lodging for a week, I was effectively homeless. I was later able to secure a loan through a different company, but because of XXXX and Guaranteed Mortgage 's deplorable malpractice, breech of contract, and what I believe to be discrimination, I had to pay for am additional month of lodging, eating out instead of cooking at home, and very narrowly avoided losing the opportunity to be a homeowner. I had a lawyer serve them with a specific performance letter, but they failed to heed that as well. Because of the additional loss of funds and the failure on their part, I think it'd only be fair for them to reimburse me in the amount of {$30000.00} for the previously mentioned expenses and failures.
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| 10/16/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
- Changes in loan terms during the application process
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Web |
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Complaint Description : During the loan origination process, the Guaranteed Rate Loan Officer guided us to take a higher loan balance in exchange for a lower interest rate, based on a promise that Guaranteed Rate Servicing would allow a recast of our loan immediately after closing. This misrepresentation, and misleading guidance along with the false promise that Guaranteed Rate Services would allow a recast was confirmed both verbally, via email, and via text message. All documentation is attached. Following our request to recast after closing ; The Guaranteed Rate Loan Servicing department stated they will not allow a recast due to requirements from a private investor, they have also stated Guaranteed Rate does not have plans to transfer our loan to an investor that would allow for a recast. The above events have resulted in a negative financial impact, and undue stress to our family. Guaranteed Rate is a Independent Mortgage Bank operating Nationally ; they have a local branch here in XXXX, however they are headquartered in XXXX, IL. The Mortgage XXXX XXXX is licensed in the state of XXXX under XXXX # XXXX.
Steps Taken to Contact and Fix the Issue : So far, I have escalated our concern with Guaranteed Rate 's customer advocacy department, where I was connected to XXXX XXXX XXXX ( XXXX ) XXXX ext XXXX. I shared all of the documentation with her on XX/XX/XXXX, she then followed up via phone on XX/XX/XXXX stating that after reviewing the information with management, they are not willing to offer a recast as promised or any type of resolution. Our complaint has since been referred to XXXX XXXX, Regulatory Response Analyst at Guaranteed who has stated Guaranteed Rate is working toward a solution, however, we have not yet received any commitment or a proposed resolution.
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| 08/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Closing on our home took place on XX/XX/XXXX.
Guaranteed Rate was our mortgage company. Closing appeared to go smoothly. Escrow account was set up based on XXXX property tax amount because XXXX tax bills were not released as of our closing. The closing attorney 's office, XXXX XXXX XXXX XXXX, XXXX prepared the lender 's title commitment according to the full XXXX tax bill amount, XXXX.
The loan processor, XXXX XXXX, did not use the information in the title commitment. She got XXXX pulled up the tax bill online -- not realizing that XXXX taxes were paid in TWO installments -- and only accounted for the FIRST tax bill amount of XXXX.
In XXXX, XXXX we were notified that our monthly payment was increasing from {$1900.00} to {$2200.00} due to a shortage in our escrow account. This was unexpected because XXXX property was {$6000.00} -- only about {$150.00} more than XXXX.
However, because of the loan processor 's careless mistake, our escrow account came up very short when the taxes were paid.
After extensive investigation on my part, our new escrow calculation was influenced by 1 ) the loan processor 's mistake, 2 ) Guaranteed Rate 's requirement for more money in escrow for cushion, and 3 ) the XXXX tax amount being the estimate for XXXX 's property taxes.
My family has made it work, but a $ 300 monthly payment increase has been a hardship that could have been avoided if we were able to budget according to correct calculations. Guaranteed Rate 's mistake was the only reason we've had trouble.
I've contacted the main loan servicing phone number, sent documentation to the servicer 's email account for escrow problems, and requested help from the loan officer XXXX XXXX and his supervisor XXXX XXXX. I've explained the situation and they've offered no help. Nothing.
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| 10/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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On XX/XX/XXXX I submitted my $ XXXX loan application after paying XXXX in escrow. I applied using the lender that the sponsor wanted me to apply with GuaranteedRate and have been in constant contact with the morgagte consultant in providing them with the documentation they need from me up through XXXX. On XX/XX/XXXX, I get an update from XXXX telling me that my file should be approved this week.
Then on XX/XX/XXXX, XXXX tells me " So hold off on binding anything we are having a little trouble with your approval, XXXX is looking into it, and will be in touch. '' I send several emails asking what exactly the issue is but did not get a response.I talk to XXXX over the next 2 week who tells me a different issue holding up the approval : 1. Condo occupancy ( % occupancy ) 2. Confusion about the tax amount amount and asking me what the amount is 3. Telling me that I need to lower the loan amount I am applying for and also pay off my existing credit cards.
Okay, call me crazy but if I need X dollars and they are offering me less than X dollars thats essentially a rejection. After finding this out, I immediately contacted my attorney to let them know and also ask XXXX to issue me a formal notice to which he refused.
It is XX/XX/XXXX now, 5 days away from closing and I still have not received any formal notificiation ( approval or rejection ). If i don't get this letter, Not only do i lose my 10 % deposit i put down for the house I bought but I also purchaesd something I can't afford.
I am a first time home buyer and this has caused me so much stressed over the last 3 week that I haven't been able to sleep and it is impacting my work.
Help!!!
I had moved to XXXX based on my agent saying this process will close within a month. It hs been over 3 months.
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| 11/04/2021 |
Yes |
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- Trouble during payment process
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Web |
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Guaranteed rate knowing and willfully defrauded me out of thousands of dollars due to errors in my escrow account. This has been going on for almost a full year, i've made multiple attempts to correct with them directly.
on XX/XX/XXXX guarenteed rate was contacted by my previous insurer XXXX XXXX XXXX in regards to a payment due for my insurance policy which is escrowed. The payment was to be overnighted to ensure timely payment of the policy.
On XX/XX/XXXX XXXX XXXX VP of Lending at Guarenteed Rate informed XXXX XXXX XXXX a payment had been disbursed in the amount of {$470.00}. This payment was never received by XXXX XXXX XXXX.
On XX/XX/XXXX I contact Guarenteed rate about this payment and again explained it needed to be overnighted to avoid policy cancellation the representative said it would take up to 10 business days to receive the disbursement.
Due to this payment never being received on time my insurance carrier cancelled the policy and caused a lapse in coverage on my property. This policy was {$470.00} - with this lapse in policy Guarenteed Rate purchased forced placed insurance in the amount of {$3500.00}. 700 % more expensive even though this was caused by there lack of timely payment.
This caused a significant increase in my monthly payment. In addition to the above I switched insurance carriers on XX/XX/XXXX and emailed Guatenteed rate a cancellation letter on XX/XX/XXXX. Guarantee rate proceed to disperse payment on XX/XX/XXXX for a policy I had already canceled. This once again caused a significant shortage to my escrow and another {$210.00} increase to my monthly payment.
I've called multiple times, requested an escrow analysis, send documentation as proof, and yet still Guaranteed Rate will not fix my escrow.
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| 09/14/2021 |
Yes |
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- Trouble during payment process
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Web |
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Greetings, I closed on my home on XX/XX/XXXX. My first mortgage payment was scheduled for XX/XX/XXXX. The mortgage company provided coupons to submit my first payment until my servicer was assigned.
I wrote a check and sent my first mortgage payment on XX/XX/XXXX. The mortgage company cashed my check ( # XXXX ) in the amount of {$1100.00} on XX/XX/XXXX.
Upon receiving my first statement, I realized that my payment was not on my 1st months statement. Also, they had the wrong address and documents that belonged to someone else in my servicing portal. I sent an email to the mortgage company and servicer with proof of payment ( photo of cashed check ) from my financial institution. I continue making payments each month for XX/XX/XXXX and XX/XX/XXXX.
I was under the assumption that the matter was settled. On XX/XX/XXXX, I received a phone call from their collection unit stating that my loan was behind 60+ days. They put my loan in forbearance. I received 2 certified letters and 2 regular letter that my loan was in default. I called the company and spoke to two very mean individuals who would not assist me with resolving the matter. I called a third time and was greeted by a very pleasant representative who explained the they were at fault for losing my first mortgage payment and provided me with an email to submit proof of XX/XX/XXXX payment once again. In order to bring my account current I submitted an additional payment on XX/XX/XXXX. As of XX/XX/XXXX, this matter is still under investigation, and not resolved.
It is not fair that my mortgage company lost a whole months payment and I am being penalized. My next payment is two weeks away and I have to cough up another mortgage payment. I should not be due to pay them until XX/XX/XXXX.
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| 02/26/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I am a disabled veteran with 100 % disability rating. Because of this, I was provided a letter stating I was granted property tax exemption from the state of MD. I forwarded that message and letter to Guaranteed Rate and asked for an escrow analysis. I was told it would take about 4 days. Since then a tax payment has been made to XXXX/XXXX XXXX County tax assessor, which was subsequently returned, due to my tax exempt status.
That was two weeks ago. Ive talked to numerous customer service agents and almost as many supervisors. These folks have stated its almost complete, check back in two days, and the supervisors computers arent working today. On Tuesday I spoke with a gentleman, that stated he could see everything in the system, recalculated our mortgage t and our escrow refund. He said he was going to send us an email to wrap it all up and get us a tracking number on the check through XXXX. That email never came. I called back again and talked with a lady that was not as helpful. She stated there was nothing in the system indicating we were tax exempt, that an analysis had not been completed, and that even when it was, the payment wouldnt change for two more months. My wife and I waited almost 2 days before calling back again, and were told we would receive a call back after it was " looked into '' by senior management, and again, nothing.
I have asked numerous questions to which I would get a different answer each time.
When I have asked to speak to a senior manager since I had gotten so many different stories from different supervisors many of the customer service agents would say they weren't at liberty to disclose that but could submit my info to have a member of management call me back. I said yes. Again, no call came.
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| 10/31/2019 |
Yes |
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Web |
Servicemember |
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What is this complaint about?
I'm getting a refinance with GuaranteedRate.
What type of problem are you having?
They sent me an email saying " Your refinance loan is Clear to Close, meaning the Underwriter has signed-off on all documents and has issued a final approval '' What happened?
I began the refinance process on XX/XX/2019. I contacted GaranteedRate and was in touch with XXXX XXXX, Mortgage Specialist XXXX O : ( XXXX ) XXXX - F : ( XXXX ) XXXX. I have been going through the whole process and signed the loan commitment papers. my Closing date was suppose to be XX/XX/XXXX. XXXX also mentioned that he had to go out of town, because of a family emergency. On XX/XX/XXXX XXXX sent me an email saying I was clear to close. The following week ( XX/XX/2019 ) I called numerous times and sent text and my call was never returned. I continued to call and when I didn't get an answer, on XX/XX/XXXX I called XXXX XXXX, Loan Coordinator, XXXX O : ( XXXX ) XXXX -she said she would try to get in touch with XXXX and have him call me back. Two days later XXXX called to tell me that the program that I was approve for was suppose to be discontinued on XX/XX/2019 but he was informed that it was already stopped. Which doesn't make sense, if it was why was I given the clear to close? Finally on XX/XX/XXXX XXXX sent me a text saying " Hey XXXX, I just tried to give you a call. We just got the word from upper management that we will be denying your loan due to program unavailability. Your credit card has been refunded as well today. I'm sorry I was not able to get this done for you. '' What can I do about this whole situation it seems to me that they drop that they dropped the ball on this loan, and now I have to start the process all over again.
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| 03/16/2021 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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I have spoken with the representative for guaranteed rate with no positive results. this company was very negligent and handling my loan process which called me to lose XXXX and to lose the home that I was trying to purchase. they would wait until the day of clothes or one day before close and continue to ask for a documentation that I sent in to them every single time. They would wait 3 to 4 days after sending information in and I would not hear not one single thing from them until the day of close. There was no way I could close on a house being contacted by the mortgage company the very same day asking for more information. They continued this same procedure 3 weeks straight and the seller canceled the contract and I was not able to buy the house because of them not handling my case properly. They would not terminate the loan because the money was apparent but they held the loan over the time period that it should have been held and the seller wanted out. We would call them on a Monday to ask do you need anything additional because we're trying to close on this house by Friday. they would contact us either Friday morning or Thursday evening asking can you send other information in. Doing things in that matter we will never able to close because they kept making up different documents that they said they needed. Guaranteed rate cost me {$5700.00} I lost in earnest money appraisal money and inspection money and most of all I lost my dream house. And they have shown no remorse or no sympathy towards me and my wife losing this house which was their fault. I would like to be refunded my money lost and we are staying in a hotel right now because our lease was up on the house that we were living in. All of this is their fault.
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| 12/07/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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My lawyer and I sent forms to guaranteed rate to apply forebearance last XX/XX/2022 and recieved two letters in mail from them stating they had recieved XXXX XXXX regarding to my forebearance application and sent to loss mitigation dept for farther review. I kept calling through XXXX XXXX XXXX because I'm XXXX and they gave me runaround for four months. I kept calling and calling then I called last week XX/XX/XXXX and they said there's no file of any kind but only hardship letter from me. My lawyer called them and was told it was sent to proccessing dept and they found the file on XX/XX/XXXX. Lawyer was told the supervisor will contact me by email within 48 hours because its the best way to communicate because I'm deaf. I haven't gotten any email from the supervisor, Not a word from them and TODAY XX/XX/XXXX I called them through deaf relay service and spoke to someone at loss mitigation dept and they said my file, my forebearance application has NOT been reviewed. I asked to speak to the supervisor. They put me on hold more than 30 minutes and got disconnected. Im in a real bad financial situation. Because they took so long since XXXX and kept stalling and not doing thier job fast enough and they are very sloppy with the process of my application by not knowing where it went or whom to talk to or not responding me with correct answers or even any kind of confirmation of my forebearance application. Im extremely upset they took so long and being shut out because I'm XXXX Or what. I do not know. I want to report complaint against my mortgage company for the lack of respect to XXXX XXXX man, by giving me a runaround, not to doing thier job in timely fashion. They failed to do so within the time limit required by the law
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| 01/28/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Started loan process with XXXX XXXX, GR rep in XX/XX/XXXX. Presented my case to him. Newly Chapter XXXX discharged in XXXX 2020. Working with realtor who recommended him. No problem we will get you funded. Got preapproval on final contract in XXXX. Sold my other property and closing date scheduled XXXX XXXX 2020. New purchase closing scheduled XX/XX/XXXX. Notifications start coming two weeks prior - to extend my date. I was asked to provide info and I was originally given a conditional clear to close in early XXXX I think. Then after working with their agent XXXX XXXX to get what they needed, then nothing just asking for extensions. I had to move out of my house and the new seller allowed me to move into the property at the end of XXXX. From then is what continued request for extensions sent to my attorney and this went on until XXXX 2020. When finally they came back and said sorry we are not going to fund you. So I had to secure a new loan with a new vendor. Mis-representation at its best when i reached out to them to try and secure my request for reimbursement i told them they had never sent me a denial letter. So they created one for XXXX XXXX 2020 which said that I was denied credit for bankruptcy and credit issues. It was never due to either of these things since my bankruptcy was presented originally. I showed proof of all payments they required of me and any other documentation. I letter from the clerk of the bankruptcy court validated all my payments were made on time and under the program. So I am claiming that denial is a fraudulent statement. They even tried to present my loan to Proper Rate and asked for extensions to that company which actually had no FHA loan clearance to even process the loan.
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| 06/28/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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GUARANTEED XXXX XXXX ASSUMEND OR BOUGHT MY MORTGAGE ON XX/XX/2022, AFTER I CLOSED ESCROW ON XX/XX/XXXX. I APPLIED IN ESCROW TO MAKE BI-MONTHLY PAYMENTS, IT WAS NEVER SET UP SO. AFTER I MAILED IN MY FIRST MONTHLY PAYEMENT I CALLED THEM & REQUESTED BI-MONTHLY PAYMENTS. THE NEXT MONTH I MAILED IN THE PAYMENT AGAIN & IN XXXX ANOTHER PAYMENT. I CALLED THEM AND ASKED THEM WHY WASENT I PUT ON BI=MONTHLY PAYMENTS? THERE ANSWER WAS IT CAN TAKE UP TO 2 MONTHS.
COME XX/XX/XXXX, I RECEIVE A DELINQUIT NOTICE AND ALSO A LETTER FROM XXXX XXXX, XXXX, TX STATING THEY WILL BE MY NEW MORTGAGE COMPANY XXXX ON BEHALF OF XXXX XXXX, XXXX EFFECTIVE XX/XX/2022 XXXX I CALLED GUARANTEED XX/XX/XXXX, & TALKED TO A XXXX XXXX XXXX IN CUSTOMER RELATIONS & ASKED HIM WHY THEY NEVER TOOK OUT THE BI=WEELY PAYMENYS & ALSO WHY AM I BEING CHARGED A DELINQUINT LATE FEE OF {$17.00}? HE STATED BC THEY NEVER RECEIVED THE PAPERWORK FOR THE BI-WEEKLY WIITHDRAWLS BUT HE WILL RECIND THE LATE FEE.
TODAY SINCE I OWE THEM FOR XXXX I SENT THEM IN MY PAYMENT OF {$690.00} THEN SINCE THEY SOLD MY MORTGAGE I ALSO MAILED A CHECK OF {$690.00} TO XXXX & REQUESTED THEM TO MAIL ME THE PAPERWORK TO BE PUT ON AUTOMATIC BI-WEEKLY WITHDRAWLS. SINCE XXXX TOLD ME AS OF XX/XX/2022 MY MORTGAGE # XXXX WILL BE IN EFFECT I OWED GUANTEED FOR XXXX SO I JUST SENT THEM THAT CHECK & SINCE I WILL OWE XXXX FOR XXXX I ALSO SENT THEM 1 CHECK FOR {$690.00}.
I WAS NEVER TOLD OR RECEIVED ANY MAIL OR PAYMENT COUPONS OR BOOKS, OR NOTIFIVATIONS FROM GUARANTEED UNTIL NEAR THE END OF THE MONTH STATING I WAS DELINQUINT & TO MAKE A PAYMENT NOW.
GUARANTEED RATE LETTER WAS MARKED XX/XX/2022 & I RECIEVED IT ON XX/XX/2022 BUT WHEN I MAILED IN A PAYMENT IT WAS WITHDRAWN 3 DAYS AFTER MAILING.
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| 09/15/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I have been living in XXXX, IL for about three years and decided to buy a house near XXXX this year. I contacted several lenders and finally used Guaranteed Rate ( " GR '' ) as my lender. They went through the application process and set the closing date on XXXX/XXXX/XXXX. From it I encountered a couple of very bad experience with GR : 1. GR failed to send me the required document, which resulted TWICE closing date delay. From XXXX to XXXX. And then XXXX to XXXX. I had to rearrange the furniture delivery, floor refinishing, moving date, and XXXX inspection.
2. GR failed to obtain my and my wife 's tax return because they did not send the correct address. In the end I and my wife obtained our tax return and sent to them. They could not get this easy job done.
3. I paid {$420.00} for appraisal fee to GR and GR promised it would refund it to me. I have not received it. I asked GR and they told me it was refunded at closing. I sent them the Closing Document to prove the {$420.00} was not refunded and they were wrong. No response thereafter.
4. Because of the twice delays, GR 's sales manager, XXXX, talked with me and promised to give me a " sorry credit '' of {$560.00}. I have not received it. I waited one month after the closing and called my contact at GR. He hung up on me and said he did not know what XXXX promised to me and let me talk with XXXX. One day after, the other staff at GR told me XXXX was no longer working at GR. All staff at GR were trying to avoid me.
In conclusion, GR did not refund me {$420.00} and did not send me {$560.00} as its promised " sorry fee. '' I did not receive a response from its manager, and I do n't believe I can solve this problem with GR by ourselves. Please help.
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| 01/31/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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XXXX : We entered into a refinance for our primary home with XXXX with Mr. XXXX XXXX after a great sales pitch. Mr. XXXX promised to close the refinance in 45 to 60 days. We have done a refinance previously on our home so we understood the process and documentation needed.
XXXX : 60 days passed with no processed loan. The lender charged us {$750.00} in pre-paids, {$150.00} in application fees, and {$600.00} in appraisal fees. We requested updates weekly but the loan processor and the mortgage broker provided no details or status of our refinance. Every few weeks the loan processor would sporadically request new documents and we would respond quickly.
XXXX : We received an email from the Mortgage Rep stating that he was leaving the company because he did not receive sufficient support for processing the loans he was originating. We asked to get our prepaids back because it was close to 90 days since the process started, but he did not respond.
XXXX : We then reached out to another person ( XXXX XXXX ) that we were working with at XXXX to get our prepaids back and to terminate the loan. XXXX included 2 more people, Mr. XXXX XXXX & Mr. XXXX XXXX, who requested that we terminate our loan in writing without confirming whether they would refund get our prepaids. We confirmed termination of the loan on XX/XX/2021, almost 115 days since the process started. Upon receiving the Notice of Adverse Action on XX/XX/2021, we were told that they would not refund our prepaids.
We were extremely frustrated with 1 ) the lack of transparency of the status of our refinance 2 ) no progress after over 90 days and 3 ) no refund of our prepaids after terminating. We wasted time and money with this company.
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| 06/14/2022 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
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Greetings, we purchased our home they Guaranteed Rate and closed this past XXXX XXXX 2022. The process was fantastic and the team we worked with was phenomenal!
Now we are being told that our loan servicing is being transferred to a company called XXXX XXXX. As an engaged consumer I looked this company up on the XXXX website and discovered that they are a terrible company with a disastrous track record! I have called Guaranteed Rate multiple times requesting that my loan servicing not be transferred to this company. I have a list of names of many that I spoke with but they just kept transferring me to different people until I demanded to speak with their highest level supervisor. Her name was XXXX and she stated that there was nothing that could be done. She also stated that she could not tell me the name of the person or persons responsible for making this decision.
I am a service XXXX retired XXXX XXXX and I believe that this new loan servicing company does not value any of its customers, especially XXXX based upon their reviews. I need to know why my loan and others are being transferred to such a substandard loan servicer and why are companies allowed to transfer our loans without ensuring that the servicer is reputable? I will also be contacting the XXXX XXXX XXXX XXXX, both my congressman and US Senators, The XXXX XXXX. and the media if necessary.
I did not serve for most of my life just to have a company that makes millions from XXXX loans to have my loan sold off to a company that appears to make its money charging excessive fees, provide poor customer service and appears unresponsive to its customers.
I look forward to your assistance concerning this most urgent matter.
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| 04/28/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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On XX/XX/XXXX, ( This was an early payment for XX/XX/XXXX payment ) I made a mortgage payment to Guaranteed Rate. The payment was for {$3400.00}. However, I was notified at the last minute that my mortgage was going to transfer to XXXX Mortgage. I contacted Guaranteed Rate about this matter, and they told me that they were going to send the XXXX mortgage payment to XXXX automatically. So, given I was instructed this, I left the situation alone. In XXXX, I get a notice that my payment was not received. I called XXXX, and I was told that I was protected for 60 days as sometime mortgage companies are late with the transfer of payments. This past XXXX, I get a phone call from XXXX that they reported me to Credit due to lack of payment. I asked them why, and they said that they never got the payment back in XXXX from Guaranteed Rate.
Instantly, I contacted Guaranteed Rate, and they said they never got my XXXX 's payment. I called my bank and located the electronic payment, and it showed that I made the payment, and they received in on XX/XX/XXXX. In addition, I also have emails from Guaranteed Rate indicating they received my payment.
I have sent XXXX various statements, pictures and documents showing proof that I made the payment on time, and Guaranteed Rate did not due their part in the transfer. This has been going on for about a month, and despite all of the poof I have shown, XXXX still will not remove the negative reporting on my credit.
Given I have shown proven that I have made the payment, this is now no longer my issue. This is clearly between Guaranteed Rate and XXXX. Despite this, they still say the same thing to me every week " we are investigating about the matter ''.
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| 12/03/2022 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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My wife, XXXX XXXX, and I closed on our co-op on XX/XX/XXXX, with the first payment with Guaranteed Rate due on XX/XX/XXXX. In XXXX, we received notice that our loan processor was changing and payments should be directed to XXXX as of XX/XX/XXXX. We made the XXXX and XXXX payments to XXXX. Sometimes after our XXXX payment was sent, we received notice that our loan processor was once again changing, to XXXX, effective XX/XX/XXXX, but that previous payments would be credited. As yet, neither the XXXX nor the XXXX payments have transferred to XXXX XXXX. After discussing our issue with the loan servicer, we were assured that our credit wouldn't be affected and that we would not receive any additional interest, fees or penalties on our account while it was worked out on their side. However, as of yet only our XXXX payment to the new servicer has been received, which was credited to the XXXX balance.
On XX/XX/XXXX, we received XXXX notices, all dated XX/XX/XXXX, threatening foreclosure due to the unpaid balances. At that time, the last email we'd received from the XXXX, XXXX XXXX, was on XX/XX/XXXX. We followed up 3 times between the XX/XX/XXXX email and our receipt of those notices on XX/XX/XXXX.
As yet, we have not heard any material updates from XXXX, XXXX XXXX, or Guaranteed Rate. We will be making our XXXX payment in accordance with the terms of our agreement, but have not yet seen the amounts we paid initially for XXXX or XXXX credited to our mortgage, nor have they been credited to our own bank accounts. During this time, my wife 's credit score has dropped over XXXX points despite her being timely in all of her other covenants.
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| 02/28/2021 |
Yes |
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- Trouble during payment process
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Web |
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XXXX we received our monthly statement along with the Escrow shortage statement from Guranteed XXXX. Our payment was at {$1600.00} last year so when we received the shortage statement of {$330.00} we paid that with our payment on XX/XX/XXXX. It noted on the receipt the payment was received and the {$330.00} would be credited to the escrow account. We received XXXX 's statement which did not reflect the Escrow shortage amount we had paid and had gone up to {$1600.00}. XX/XX/XXXX I called the lender but no answer, I called again XX/XX/XXXX and again no answer. I called again XX/XX/XXXX and again no answer. I paid our payment late at this point because I could not get a hold of anyone. I called again XX/XX/XXXX and a guy finally answered but said they were having IT issues and could not help me, I called again XX/XX/XXXX and spoke with a woman who said she would get the issue fixed but wait until XX/XX/XXXX to make the payment. On XX/XX/XXXX we received a new mortgage payment of a shocking {$1700.00}. The payment increased it did not decrease like it should have. I am suspecting they subtracted our escrow payment twice or more. On top of which the payment went from {$1600.00} in XXXX to {$1600.00} in XXXX which does not make sense to begin with. Even with the escrow shortage the payment should have only increased to {$1600.00} a month not up to {$1600.00}. But again no one can give me an answer on anything. As a consumer I need to get this fixed as this is an annual occurrence of which we fight every year. Last year it took 3 months to get fixed and the following year it took 9 months to get fixed. This is totally unacceptable.
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| 08/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage is with Guaranteed Rate, who uses XXXX as its servicer. I am required to access my account online through XXXX.
Today, I attempted to access my account online. Unfortunately, I could not recall my prior password. I went through their password reset system. I would reset my password, then input that exact same password into their system, their system then shared I was locked out of my account.
I then called their phone number XXXX. I spoke with their first line representative who said she was unable to unlock my online account and that I would be locked out for 2 hours. I then asked for a supervisor. I then spoke with the supervisor XXXX, her initials are XXXX. The company does not allow their customer service representatives to provide any identifiable information. XXXX shared there was nothing she could do for me either, and that it was impossible to unlock my online account, and that I would continue to be locked out for the full 2 hours. Supervisor XXXX was unable to provide me a time when my account would be unlocked. Supervisor XXXX also confirmed the terms and conditions I accepted when signing up for their online banking did NOT include disclosing this 2-hour time out should a password reset be needed due to three incorrect password attempts.
I was also told I had no other recourse other than to file a complaint to their " Complaints '' department.
I do not understand why Guaranteed Rate/XXXX would refuse to unlock my online account, refusing me the ability to transact on my mortgage which could potentially prevent a late payment or late fee from accruing.
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| 03/31/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I Closed on a house on XX/XX/XXXX. They misled me about things and did not followed through the closing disclosure. The closing disclosure they presented to me at the closing table was different than what I agreed and signed right before closing. Because of their misleading and hiding information it cost me additional {$16000.00}, Delayed closing, caused anxiety and fear of losing the house ( two conflicting closing disclosure are attached ). I had to come up with additional {$16000.00} to be able to close on the deal. I was afraid I was gon na lose the house.
After that XXXX representative XXXX XXXX reached out to me on XX/XX/XXXX to refinance the loan and correct the mistake they did, in return he offered me lowering the interest rate from 2.75 % to 2.35 % with no closing cost and also to reduce the loan amount by $ XXXX to compensate the loss I suffered with the original loan ( correspondence from XXXX included XXXX. this refinancing did not close till today even after scheduling with the attorneys office for XX/XX/XXXX at XXXX with XXXX XXXX XXXX XXXX XXXX, I made repeated phone calls and emails but got no response from XXXX.
Everyday interest is accruing which I am not responsible for - Since XX/XX/XXXX XXXX gave me the impression refinancing will close in a week or so, as a result I have been in confusion and did not know whether I should make payment to the original loan, I am afraid XXXX might have reported to the credit reporting agencies and damaging my credit. I want to pay off this loan and be compensated for all the financial loss and mental anguish.
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| 03/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I applied for a mortgage loan refinance with XXXX and was approved for a jumbo loan. I signed loan documents with a notary on XX/XX/2021 and transferred money to XXXX via bank wire to complete the loan. The loan was suppose to fund on XX/XX/2021 but it did not. About XX/XX/XXXX, I sent an inquiry to my loan originator and he got back to me and told me XXXX was sold to Guaranted Rate and all loans ( about XXXX ) that were approved to fund had to be done using Guaranteed Rate documents and that take about 2 weeks to finish. I agreed to continue with the loan as I understood I just had to redo the documents with a notary using Guaranteed docs and they would honor the original mortgage rate with a reduced cost to me for my inconvenience.
Well it has been 2 months now and the Guaranteed Rate loan originator keeps asking me for updated docs. I have sent them updates documents ( pay stubs, bank records, etc.. ) after each request. Again today, I was asked for updated docs and I am unsure if I am being scammed now because my wife and I are well qualified ( income / savings / debt to income ratio and credit are all easily within funding parameters ) to obtain a loan.
My question is ; if I was qualified for a loan, signed loan docs with a notary and wired a significant amount of money to complete the loan contract, is there a breach of contract by Guaranteed Rate since they purchased XXXX?
I also told that the other XXXX applicants who were approved for a loan like me had to go through the same process I am going through, which is not fair to any of us.
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| 12/22/2015 |
Yes |
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- Application, originator, mortgage broker
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Web |
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I 'm a single woman previously married. Spent three months attempting to locate a suitable home before the market pulled further away from me in higher asking price.. Finding a lender who understands FHA guidelines turns out to be an unachievable challenge. Now getting through underwriting is a life of pure XXXX. This is caused directly by the mortgage broker loan officers lack of experience, receiving documentation, saying they will review it then no follow up. I have had documentation sent to them via email three and four times before they have acknowledged receipt. The common sense approach that no file should be submitted to underwriting with a question that has n't been answered was not used. The loan officer and underwriter has asked for documentation that violates my ex-husbands right to privacy and has nothing to do with my loan approval. Because of this unprofessional process by both the mortgage broker and underwriter our interest rate commitment has now expired and the seller is faced with major problems because of legal circumstances. The processor would make contact and request information that as already communicated to the loan officer or was already provided, I guess they did n't feel the left hand should know what the right hand is doing or should be aware of.. I find it hard to believe that with XXXX of the largest investments a person makes is in their home and the inept person we have to depend on has no continuing educational requirements, and no state examination that is required. Please correct me if I 'm incorrect.
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| 12/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I am coming off of a forbearance and the mortgage company offered me a flex-modification.
The flex-modification offer is supposed to offer a combination of extended payments and a lower interest rate. They originally indicated I was not eligible for the lower interest rate because my loan was behind before the forbearance. This was completely incorrect. As such, they did not apply the flex-mod rules correctly. Instead, they just extended the loan by 140 months ( over 10 years ) to give me a 2.6 % reduction in monthly payments. This adds {$380000.00} to the total cost of a {$400000.00} loan for a minuscule reduction in monthly payments.. It isn't reasonable nor doable.
It's own instructions say that, if I can not afford the modification offered, that I need to call them to discuss other options that may be available. However, they will not put me through to anyone authorized to discuss this with me. The authorized individuals will not return my phone calls and the company will not provide any other contact information ( such as email ). I have called them five times, including requesting supervisors. Each time, I am promised a return phone call within XXXX hours. I have never received a return phone call.
I have documented every call with them. I do not think they have any intention of talking with me and are letting the limited time I have to respond just run out.
This is a Fannie Mae loan. The mortgage company is Guaranteed Rate, although I believe that the forbearance is being handled by another company contracted by them.
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| 02/04/2022 |
Yes |
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Web |
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My Mortgage lender company failed to disclose that they did not complete my application for Morgage credit Certificate. They charged me application fees for the Mortgage credit certificate on our closing statement on XX/XX/2021. Though out the process of our house getting built we were told that we would be getting The MCC... we took our classes and provided certificates of completion and how ever when requesting the document i paid for XXXX. Kb home we received this XXXX XXXX, I did check the loan was not registered or closed with MCC. You are correct the MCC was on the file and then removed. Given the time frame since this closing has occurred I am very limited on what information I have available.
It appears you are due a refund of those fees if they were collected as the CD shows I will need to escalate that piece and see how we can get that refund processed and confirm the fees were not mislabeled on the CD.
Also, the guidelines may have changed and the current requirements for MCC and what was applicable at the time of your closing may not be the same. Covid had the bond agencies tighten up their requirements and guidelines and some of relaxed them in recent months.
More to come.
.... they mislead us into believing that we had an mcc by leaving the fees ... and now are playing it off as a mistake. I belive this was deliberately done to hurry closing process and it does not help with the credits that o would have received if they had done what they needed to do.. I am out of thousands no just the fees now...
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| 08/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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We were in forbearance from XXXX 2020 with Guaranteed Rate, Inc. We had communication throughout the month of XXXX to bring the payment up to current for those three months. Guaranteed Rate , Inc requires {$12.00} to pay over phone, but we paid online instead and received a confirmation number. Guaranteed Rate , Inc never accepted the online payment, nor did they reach out to say they wouldnt accept the online payment. I had to reach out to them by phone after seven days passed because the funds was still in our account. At this point I was told you can not make multiple payments at once, but would have to be 3 individual payments. I was confused as Guaranteed Rate , Inc payment system didnt relay this information, nor did the agent who I spoke with. We sent them a check in the full amount for those three months and the very next day we received notifications that were 90 days pass due. This dropped our scores tremendously over XXXX points. This makes it impossible for us to refinance in XXXX because now our scores are horrendous. Weve worked very hard to have decent scores for Guaranteed Rate , Inc to thrash them with their incorrect reporting. Our scores will take months to recover from this false reporting. I dont recommend Guaranteed Rate , Inc as they are irresponsible in reporting accurate information. Not to mention they have blocked us from making payments online now. I call them to address this and they just transfer me back in forth for 40+ minutes with no help to resolve the issues. Horrible customer service.
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| 11/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Guaranteed Rate Loan Mitigation Department Mail XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX IL XXXX I am requesting an audit of my mortgage and would like to know why after nine ( 9 ) months, I am still in the forbearance program. I would also like to know what mistakes were made on my file.
Due to XXXX, In XX/XX/XXXX, I lost my job. I placed my home under the forbearance program at that time. In XX/XX/XXXX, I contacted Guaranteed Rate wishing to begin making payment again. I was told to start making payments, so I did as of XX/XX/XXXX. I have not missed any payments since then.
I contact Guaranteed Rate at least twice a month, sometime up to four times a month. I have spoken with numerous employees. I have left messages. I have had my account escalated to supervisor more than 15 times and have yet to hear from a supervisor. They do not return my calls. I was told that there was a mistake make on my account and that my file is in underwriting. Ive been told that that my file is with a supervisor waiting for them to sign off. Excuse after excuse.
I have had NO resolve on my case/file. What is it going to take to get this matter resolved and to bring my home out of the forbearance program? Again, its been 9 months. I have requested to have my payments deferred several times.
My house being in the forbearance program has made me miss out on opportunities to get my home refinanced to a lower interest rate. Quite honestly, I think its intentional and that the bank wants me to keep paying at the higher interest rate.
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| 04/18/2023 |
Yes |
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- Trouble during payment process
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Web |
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My loan was transferred to a new servicer without the legally required 15 days notice. I was notified via TEXT MESSAGE on XX/XX/XXXX that effective XX/XX/XXXX ( 14 days later ) that my mortgage would be transferred to a new servicer. This is a clear and blatant violation of title 12. Specifically 12 CFR, section 1024, paragraph 33 ( b ). The contents of this notice were also missing sections 2-6 as outlined below, thus making the notice invalid.
( ii ) The name, address, and a collect call or toll-free telephone number for an employee or department of the transferee servicer that can be contacted by the borrower to obtain answers to servicing transfer inquiries ; ( iii ) The name, address, and a collect call or toll-free telephone number for an employee or department of the transferor servicer that can be contacted by the borrower to obtain answers to servicing transfer inquiries ; ( iv ) The date on which the transferor servicer will cease to accept payments relating to the loan and the date on which the transferee servicer will begin to accept such payments. These dates shall either be the same or consecutive days ; ( v ) Whether the transfer will affect the terms or the continued availability of mortgage life or disability insurance, or any other type of optional insurance, and any action the borrower must take to maintain such coverage; and ( vi ) A statement that the transfer of servicing does not affect any term or condition of the mortgage loan other than terms directly related to the servicing of the loan.
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| 08/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Strung along for over 2 months in a conventional refinance transaction. Received an approval and 5 estimated closing statements, and provided 68 deliverables only to be told right before closing that we needed 2 years of tax returns even though we were told at the beginning of the transaction that we could proceed as long as an extension was filed. The underwriter was discriminatory in my opinion as there is no valid reason for denial. The ultimate denial reason was around making an estimated tax payment for 2020, which we showed proof of. Then it was decided, after we provided this proof, that an additional deliverable was needed, which we provided, and then it was decided that 2 years of tax returns were required ... contrary to what was originally advised. The broker, XXXX, had different information in their system than Stearns Lending and was complicit in the discrimination and faulty transaction. I jumped through hoops only to be met with a second level underwriter who didn't understand self-employed and asked us for property tax verification to verify we paid our income taxes??? The underwriter also asked me to provide explanation as to why we estimated an estimated tax payment? We provided a letter of explanation and everything else under the sun and are not satisfied with the brokers handling of the transaction, the discriminatory conduct of the underwriter, nor the misinformation contained in the several teaser closing statements. The brokers system also reflected a different term than the lenders
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| 02/16/2017 |
Yes |
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- Settlement process and costs
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Web |
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My wife and I have applied for a mortgage and were approved in XX/XX/XXXX with the company " Guaranteed Rate '' to purchase a new construction home. The house is completely built and finished - I have verbal and written confirmation from the builders, inspectors and realtor that the house is finished and ready for closing. We have earnest money ( {$25000.00} ) already given to the title company. However, XXXX XXXX from " Guaranteed Rate '' who has been working on our loan for almost one year is still repeatedly requesting for the same documentation that has been submitted multiple times to her since XXXX XXXX. XXXX XXXX also advised us to sell our house ASAP and our old house was sold in XXXX XXXX. Our living arrangements have been complicated for the last 3 months and very challenging since I also just had a baby last XXXX. We will be out of a place to live by the end of XXXX. We were promised a closing date of XXXX XXXX, XXXX ( 1st time ), XXXX XXXX, XXXX ( 2nd time ), XXXX XXXX, XXXX ( 3rd time ) and now XXXX XXXX can not give us a closing date - SHE is the last link we are waiting for to close and move into our new house. We respectfully request assistance with this urgent matter.
XXXX XXXX from Guaranteed Rate - tel : ( XXXX ) XXXX, email : XXXXXXXXXXXX XXXX XXXX ( Loan Coordinator ) from Guaranteed Rate - tel : ( XXXX ) XXXX, email : XXXXXXXXXXXX XXXX XXXX ( Corporate CEO ) for Guaranteed Rate - tel : ( XXXX ) XXXX Sincerely, XXXX XXXX ( XXXX ) XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX ( XXXX ) XXXX
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| 11/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Closing on a mortgage
- Changes in loan terms during or after closing
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Web |
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Guranteed Rate pre approved my loan back in XX/XX/2023. We went through the entire process and I found a house that we planned to close on in XXXX, Georgia. XX/XX/XXXX was the original closing date but the underwriters asked to extend the closing date to the XXXX so we all signed the 8 day extension to make that happen. During that week I had to sign a bunch of explanation letters explaining my work hours and get them a bit more info that they requested. The day before closing I got the thumbs up that we'd be closing the next day! I currently live in XXXX and would need to drive up to XXXX to close at XXXX the next day - I set off early morning and got a call about XXXX hours into the drive that they needed to more letters signed and I did. XXXX hours before closing I got the call that I would not be closing that day and that I did not in fact qualify for the loan amount that the pore-approved me for back in XXXX!
I lost the earnest money I put down - {$2500.00} and convinced Guranteed Rate to refund me the appraisal but they refuse to take responsibility for the earnest money that the seller now gets to keep because the deal went haywire. I had no time to save the deal and no means to come up with the additional money that I didn't know I'd need.
No one should be able to get XXXX hours out from closing and the deal fall apart because the lenders couldn't determine the loan amount their client qualifies for.
Guranteed Rate Location & Info : ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX
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| 05/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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I applied for a refinance mortgage loan with XXXX XXXX on or about XX/XX/2021, and I was pre-qualified for a refinance with a XXXX interest rate. After XXXX weeks into the process and providing all information to them, XXXX was suddenly bought out by Guaranteed Rate, Inc. on or about XX/XX/2021. A representative from Guaranteed Rate told me they would honor the application and interest rate. They also told me that since the process was close to the end with XXXX, they would only need to verify some information and would close within weeks. They made excuses for XXXX months, telling me the loan would close shortly. However, it has not closed still. On XX/XX/2021, for the first time ever, the loan representative told me my loan would not be approved because my debt-to-income ratio is 88 %. None of my financial information or situation changed and this is the first time this was raised. And, the debt-to-income calculation is wrong. I am only responsible for 50 % of the loans on the rental properties I have. Guaranteed Rate is not showing me their calculation and not explaining why they are assigning 100 % of the rental property mortgages only to me. Additionally, they are not explaining why it took them XXXX months t raise this NEW issue, which appears to be an excuse.
I suspect the delay and excuses have been fabricated to avoid closing on a loan they took over from XXXX XXXX. I can imagine regulators required Guaranteed to honor the pending loan applications and not to delay and drop customers.
|
| 03/06/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I applied for a FHA loan with Guaranteed Rate, everything was going smoothly. Due diligence was scheduled to end on XX/XX/XXXX, suddenly on the XXXX Guaranteed Rate said that I would need a co-signer to be able to get the loan. I started shopping for other companies that would be able to close the deal. XXXX XXXX took a look at everything and said that they will definitely be able to work with me. I called Guaranteed Rate at XXXX XXXX on XX/XX/XXXX and asked them to transfer the file over as I can't find a cosigner. Around noon XXXX of Guaranteed 's employees emailed XXXX saying that they would need something in writing from me to authorize the transfer, I immediately responded around XXXX stating as such. I called Guaranteed to make sure that everything was being handled, and was told that XXXX was working on transferring everything over, this was around XXXX XXXX. At the end of the day XXXX 's underwriter pulled the file and was going to begin working on it, this is when it was discovered that someone at Guaranteed had filed in the FHA portal that I was denied due to lack of income and funds. This is false information, I have the cash on hand needed for closing, and work a full time job that makes more than enough to cover the mortage, utilities, and cost of living. At no point did any employee of Guaranteed Rate say that I was denied until magically receiving an email dated XX/XX/XXXX. This is obviously in retaliation of my pulling the file from them and going with another company.
|
| 07/12/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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Applied for Mortgage with Premia relocation mortgage in XX/XX/2022 Loan officer promised a rate under 4 percent but though out the process of application came up with one reason or the other to increase rate charge more points. including advising that I w qualified for loan and then changing qualification status and requiring second lender.
Lender was reckless with our file and jeopardized the home purchase contract almost costing us our earnest money by delaying processing and changing qualification requirements even up to the week of closing.
Lender waited to the last minute ( week of closing - couple days before closing ) to change qualification for loan and demanded an additional {$50000.00} in deposit for the loan.
Lender unreasonably asked for documents that were not necessary including some that were already submitted. e.g lender asked for document showing approval for leave time and when provided lender accused me of falsifying document and demanded letter rom my manager for the same approval. Which was already provided Lender disclosed information about our loan to third party without our consent lender intentionally ignored attempt to communicate with them in the middle of the application process. did not return calls or emails or voicemails left.
Multiple instances of providing documents asked for and then lender would change requirements and ask for a whole new set of documents.
Lender changed terms of the loan multiple times even the last week of closing.
|
| 01/31/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Servicemember |
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I purchased a home XX/XX/XXXX with Guaranteed Rate. The previous owner is a 10 % XXXX vet and is exempt from paying property taxes. At the time of my closing ( late XX/XX/XXXX ) I did a simultaneous closing on my departing primary home. Due to the seller being exempt title was unable to prorate my taxes. Since I was receiving a large amount of money back from the sale of my home I was fine with them collecting the full amount of taxes on my new home since we pay taxes in XXXX and escrow analysis are typically done in the spring. When guaranteed rate called in XXXX they were told no taxes were due on my property. There wasnt enough time I am guessing for the recording to happen as tax bills go out XXXX XXXX XXXX. I wasnt aware they didnt pay my taxes until XXXX XXXX when I received a letter threatening to place a lien XXXX my home for unpaid taxes to XXXX and XXXX XXXX XXXX I DID elect for escrows and I verified on my closing disclosure they collected for both XXXX and taxes. When I called guaranteed rate they investigated and simply sent me a letter. Stating they paid it for me as a forced place bill which caused a massive shortage in my escrow and charged me all the fees they billed including collections and late dues. They had the money to pay please ask for my XXXX. They owe me those fees I was charged. Ive asked multiple times for someone to look into it and no one responds. I refinanced within the year due to repetitive deceptive practices on their end from day XXXX.
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| 11/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Hello, In XXXX of XXXX, we refinanced our home and had our servicer assigned as Guaranteed Rate. The day we were assigned I reached out about getting and escrow account set up for payment of our taxes/insurance and uploaded copies of our tax/insurance bill to the servicer 's website. I spoke with customer service via chat and via phone and after a month and a half was mailed a letter to open our escrow account.
I mailed in the initial escrow payment as the letter indicated in XXXX of XXXX and their website showed it was deposited to my account on XX/XX/XXXX. The letter indicated if my initial escrow payment was received prior to XX/XX/XXXX, my updated escrow account and payment would be in effect for my XX/XX/XXXX payment.
Throughout XXXX, I have reached out to customer service via phone and online chat. I have been told various different responses such as : The website will update soon, I don't see any information about your escrow account, and various different comments that my escrow account would need to be rebalanced even though it already had been at the time of the account being set up.
As of now, I still show no evidence of my escrow account being set up despite the servicer having my initial deposit and the information on the letter which was mailed to me. Every customer service agent gives different responses and I am not able to even make and additional escrow payment via the website if I wanted to.
Any assistance would be appreciated.
Thank you!
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| 01/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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I have applied the Mortgage from XXXX because one of my friend is going through refi. She asked to apply online with out talking and understanding my situation. I did and submit all the document requested. after that they are actually sitting on my file for 3 weeks after that they asked me to pay {$1000.00} fees. for Loan processing. I paid it with my credit card. up to now they did not even open my documents. after that almost in XXXX i have started following up but they keep saying me we will get back to you next week since they have done credit check to me I really dont want to shop around. somewhere in this time period appraisal calls me he want to see from inside two appraisal is needed I was not aware of it. I called her she said take less credit and I will do one appraisal. not sure how it works I was ok with it.
In XXXX when I asked her what is going on I am waiting for almost 4 months I need to close another loan which is due soon she say it will affect your XXXX since you are using HELOC to pay the loan. It was coming around 46 %. none of her team member have any idea on how dti is calculated including XXXX. I tried to explain but it did not help. Not sure how these people get lender license. Now I have wasted 5 months and XXXX and credit pull.
As of now I am working with XXXX XXXX which is giving me better rates than her and they think XXXX is around 41 %. which is about right.
Lack of response is there for at-least 3 more people I referred to her
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| 01/04/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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The state of Texas gave me 100 % tax exemption due to me be 100 % XXXX through the department of va and i submitted the paperwork to the bank on XX/XX/XXXX so that my taxes can be removed.starting a week after that date they started telling me to call back every 2 days to check on it. When they finally admitted that they had it they started telling me random statuses and to call back in 2 days. on the XX/XX/XXXXi asked them what to do about the payment being that it was due and the payment amount was going to change. i was told that i should just wait because the payment amount would definitely be ready by the XXXX. well now they are saying that it should be done by the XXXX and i need to pay the full amount that contains the taxes that the state of taxes doesn't even charge me for because i don't want the late payment to hit my credit. in the last month they have given me lie after lie and now i am in financial hardship. I cant get a honest answer out of anyone and when i am told that they will call me back they never do. i called on the XXXX of XXXX and they told me that its now not going to be touched until the day after the last day that i can pay without it being considered late and the reason that its taking them so long is because my account is new. they are charging me tax that i do not owe and dragging their feet from payment to payment. their business practices is predatory towards XXXX veterans and i really need this matter resolved.
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| 08/26/2022 |
Yes |
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Web |
Older American |
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On XX/XX/XXXX, I closed with Guaranteed Rates for a XXXX mortgage on a single family home with my business partner XXXX XXXX, we were joint tenants. I paid the down-payment and the closing costs. There were several deficits with this mortgage.
XXXX. Guaranteed Rates issued a three party check to XXXX XXXX and XXXX XXXX, my partner XXXX XXXX and myself, XXXX XXXX. The check was cashed without my endorsement. When I contacted XXXX XXXX the Escrow Dept. Manager and XXXX XXXX, there was the perception they were not going to help me.
XXXX XXXX after cashing the check without My endorsement disappeared without doing any work on the house. Even though XXXX XXXX was aware of what happened back in XXXX, she did not correct this matter.
XXXX. Even though XXXX XXXX and I were joint tenants on the mortgage, MY NAME WAS LEFT OFF THE POLICY. I was not aware of this until XX/XX/XXXX. I was totally ignored in XX/XX/XXXX when I contacted XXXX XXXX and also when I contacted The Money Source. I paid for this policy with the down-payment.
XXXX. Funds required that both XXXX XXXX and I signed for the XXXX distributions but XXXX XXXX only delt with XXXX XXXX, it wasn't until all choas broke loose and I was threatened with a mechanic 's lien and a death threat from XXXX XXXX that I demanded what was going on from Guaranteed Rates and XXXX XXXX gave me her information. But if honor was given to me in the first place the funds would not have been squandered.
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| 06/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This is the XXXX time that Guaranteed Rate is refusing to pay my property taxes from my escrow account. I have paid every mortgage payment on time and they require a portion to go into an escrow account. By law, they are required to use these funds to pay my property taxes. For the XXXX time in a row, my property taxes are now listed as delinquent. On XX/XX/XXXX, I sent my property tax bill to Guaranteed Rate. They assured me that they would be paid on time. I have called and emailed multiple times with no answers. They have escalated my concern multiple times and there are still no answers. I can not continue to wait for them to pay my property taxes. After months of calling and emailing and a complaint with CFPB, they finally paid the XXXX property tax bill but then they charged me the late fee. It took another couple months to get that fee refunded to my escrow account. Now I am in the same boat ... filing a complaint. I will never use Guaranteed Rate for a mortgage again. I am currently working with a local bank and it is 100 % better. People have answers, and the mortgage won't be serviced by Guaranteed Rate. My rental property will be forever doomed ... I just hope they get their act together so I do no have to submit a complaint with the feds in order for them to make a simple payment twice a year. It is such a waste of my time and money to have to do Guaranteed XXXX 's job for them. So many other better company 's out there.
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| 11/10/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Settlement process and costs
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Web |
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The complaint is against Guaranteed Rate XXXX. There are 3 issues with loan processing and closing cost.
1. Not able to close on-time - Guaranteed Rate had more than 2 months for processing the loan application, There was not a single document delay on my end. I ended up bearing extra rent cost XX/XX/XXXX, this was solely due to Guaranteed rate 's inability to close on time that they had committed.
Application was originated on : XX/XX/2015Original closing date : XX/XX/2015Actual closing date : XX/XX/XXXX
2. Closing cost - I was quoted closing cost to be around {$2000.00} ( I have email proof from the Guaranteed Rate ), I ended up paying close to {$4000.00} instead, including attorney fee. I was promised that closing cost includes attorney fees. This closing cost does not include the escrows and other pre-paid expenses.
3. Pre-paid interest - Even though we closed on XXXX, my loan started from XXXX and I was charged pre-paid interest even when the loan was not actually closed.
The loan interest started fron : XX/XX/2015Actual closing date : XXXX. The HUD-1 document was provided to me 1 Hour before the actual closing. Guaranteed rate did not provide sufficient time to review the document and sign. If I had not signed the HUD-1 document, the deal would not have closed on time and I would have lost my deposit ( {$27000.00} ). This is such a non professional experience and sort of a black mail to agree to their terms.
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| 08/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Guarantee Rate Mortgage was our lender that we had an impound account with. They did not pay the second installment of our taxes which caused a penalty on our impound account of {$100.00}.
The loan was sold shortly after I notified Guarantee Rate that the tax account was past due and they did nothing to make the account current, even though there was plenty of money in the impound account to make the account current.
The loan was sold to XXXX who made two tax payment within 45 days of obtaining our loan and also paid the penalty of {$100.00} which came out of our impound account.
I have contacted the original loan officer at Guarantee Rate, called the number on the statement for Guarantee Rate and also notified their tax department as soon as I received notification from our local tax department that the account was not current.
XXXX told me after an hour on the phone with them, that I would have to get the penalty refund from Guarantee Rate as they were the loan owner at the time the penalty occurred and when I talk to Guarantee Rate, they say that I need to get the refund from XXXX as they are the current lender.
I have exhausted all avenues, provided tax information to both parties and do not know what else I can do.
Please let me know if there is anything else I can do to get our penalty refunded that we paid out of our impound account for Guarantee Rates lack of payment on our tax account in a timely manner.
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| 10/08/2021 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/2021 my closing was set with Guarantee Rate and they sold ( forwarded ) my account to New bank XXXX and my first payment was sent to them on XX/XX/2021 and it was processed on XX/XX/2021. Gurantee rate said it would take 60 days for them to forward all the payments to XXXX XXXX but its been past 60 days and it still hasn't been forwarded to them. I called Guarantee Rate multiple times to file a complain and check the status of my account. I called them on, XX/XX/2021, XX/XX/2021, XX/XX/2021, and on XX/XX/2021 ; in all those phone calls no one was able to give me an answer and resolve my issue. They kept saying that someone will get back to me once they review my account but I haven't received anything from anyone. I also filed a complaint on XX/XX/2021 online and the case was assigned to XXXX XXXX, a servicing department and a email was sent to me which stated that someone will get back to me within 48 hours but its been more than 3 days and still no one has reached out to me. I also tried to email the customer service representative but it seems that she has ghosted me out and wont reply to me. I also checked with my XXXX XXXX to see if they could cancel the payments from their end but they stated that Guarantee rate has already cashed the payments so there is nothing that could be done in their end. I would really appreciate it if someone could reach out to me and resolve my issue.
Thank you!!!!!!!!!!
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| 04/23/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Servicemember |
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XXXX XXXX XXXX XXXX ( XXXX XXXX ) provided misinformation on Cash to Close amount needed. The amount disclosed to Buyer, prior to closing, ranged from approximately {$4000.00} to {$6000.00}.
XXXX sent Buyer a Closing Disclosure on XX/XX/XXXX, just three days before Closing, which showed Cash to Close {$5100.00}. However, 45 minutes after Closing had commenced, Buyer was notified that {$22000.00} would be needed to Close on the Property. Cash to Close cost of {$22000.00} was never discussed nor disclosed to the Buyer at any time leading up to Closing.
- The Buyer inquired numerous times, by phone call and through electronic correspondence, to the amount that would be needed to Close on the XXXX property. XXXX XXXX email dated XX/XX/XXXX estimated Closing Cost at {$4900.00}. XXXX XXXX and XXXX XXXX forwarded documents that reassured Buyer that Closing Cost would be affordable and in Buyers affordability range.
- XX/XX/XXXX Buyer received Loan Estimate from XXXX XXXX XXXX Estimated Cash to Close : {$6400.00} - XX/XX/XXXX Buyer received Loan Estimate from XXXX XXXX XXXX Estimated Cash to Close : {$4900.00} - XX/XX/XXXX ( 3 Days prior to Closing ) Buyer received Loan Estimate from XXXX XXXX XXXX Estimated Cash to Close : {$5100.00} - XX/XX/XXXX ( Day of Closing + 45 minutes into Closing ) Buyer received Final Closing Disclosure from XXXX XXXX XXXX Estimated Cash to Close : {$22000.00}.
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| 08/19/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Guaranteed Rate originated our home mortgage loan. The loan was held temporarily with their Short Term Loans Department and then transferred over to their Long Term Loans Department. We made our first two mortgage payments by mail and on time with the lender provided payment coupons that we received at closing. The first two payments were received and cashed by the Short Term Loans Department which then should have been applied to their Long Terms Loan Department ( according to Guaranteed Rate ). This is where payment history confusion ensued. Guaranteed Rate shows us as overdue on one of the first two payments despite both payments being withdrawn from our bank account by them. We have been in contact with Guaranteed Rate to help then resolve their accounting issue for approximately one month. No progress has been made and we have been told a different story every time we've been in contact. Attempts to assist have been met with negativity and poor customer service from staff supervisors. We were also reported as delinquent on a mortgage payment ( one which has cleared our bank account ) to the credit bureaus. Guaranteed Rate presents as a tangled mess to it's customers and has failed to act timely in resolving an issue that they have created and then inaccurately reported their customer ( us ) as delinquent without empathy or concern for the long term impact of delinquent reporting.
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| 08/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
Servicemember |
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I submitted a previous complaint. I just got off the phone with my tax office they stated they sent a refund for {$3300.00} on XX/XX/XXXX to XXXX my previous lender AKA Guaranteed Rate. I did NOT receive that. I just received a check about two months ago for approx {$500.00}? Please refer to my previous complaint. They held escrows when I closed and never paid my taxes. I closed XX/XX/XXXX taxes were not paid till the following fall only because I alerted them to a lien notice for non payment. They need to send a ledger showing how funds were allocated. They held money at closing and then collected escrows every month the numbers arent adding up. I was charged late fees penalties and interest from XXXX and XXXX XXXX. I feel they are with holding money. I have tried numerous times to contact them. No one will respond. It took me filing a complaint with you guys to get a refund almost two years later! This is deceptive business practice. They sent ck XXXX for {$3300.00} on XX/XX/XXXX and I havent received any of that. On top of whatever fees, interest ect they paid on my behalf because THEY did not pay the bill. I should not be responsible for any of that as they held the money in escrow and it was their mistake. Please see my cd they held a whole year in escrows- which was over calculated. My current taxes arent even this much with a 25 % property value increase since last year!!
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| 12/22/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
|
We were referred to guaranteedrate.com to try to buy our first house with our VA Loan by a friend after XXXX XXXX lender was negligent. XXXX XXXX lender worked on getting us a loan for 3-4 weeks and turns around and says your wife is a XXXX which is great but she works for a temp agency, we cant work with them. Which is fine. This is XXXX to the end or middle of XX/XX/2021. We go to guaranteedrate.com. XXXX XXXX sends us a letter saying you have 20 days to get a conditional approval for the house. After they failed to do their jobs at XXXX XXXX. We were penalized. We told the new lender and they said they understood. They would ask for documents, we would send them and not hear back for a day or two. This would go on for a month in a half. We then were transferred over to a partner at guaranteedrate.com without warning. They got everything to the underwriter and thats when the communication got super unprofessional. We stopped getting calls and e-mails. My real estate agent had to call their supervisor. They did nothing about the professionalism or lack there of. They were emailing me as if I was the real estate agent asking for everything instead of my agent who email and called them. We havent spoke to them since Friday it is now Wednesday and we are left in the dark and dont know what to do. This first time house experience for us as veterans was absolutely horrible.
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| 04/16/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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This complaint is directed at Guaranteed Rate Inc ( GR ). GR originated my mortgage in XX/XX/XXXX. They sold my mortgage to XXXX XXXX XXXX ( XXXX ) effective XX/XX/XXXX. I was instructed by GR to submit my XX/XX/XXXX payment to GR and that it would be forwarded to XXXX. As of XX/XX/XXXX XXXX had not received my XXXX Payment. I called GR and was sent an email stating that the payment had indeed been forwarded. I fought XXXX for another 3 weeks before following up with GR. On XX/XX/XXXX I was informed via email that the XXXX payment had not been sent but that it would be included in the next wire. The email informed me that the payment would be reflected in my account in 5-7 business days. After nearly 3 weeks the payment had not been credited to me. I left GR multiple voicemails requesting a call back ; they would not return my calls. Finally on XX/XX/XXXX I spoke with a supervisor who informed me for a second time that the payment was not forwarded despite prior assurances. Finally on XX/XX/XXXX ( 73 days since XXXX took over my loan ) I am finally seeing progress in getting credited for my payment. The past two and a half months have been nightmarish and indescribably stressful. GR showed negligence in its initial handling of the transfer followed by complete indifference to my hardship. I have emails, documents and points of contact to support the above narrative.
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| 01/29/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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Guaranteed Rate currently is the servicer on my mortgage. I refinanced in XXXX. During the XXXX calendar year, I received the first XXXX statements, then proceeded to not receive a statement, then received a statement, then the following XXXX were not sent. These lapses in statement sending resulted in late charges which I agreed to pay.
Later in XXXX, I changed the mailing address to my XXXX XXXX XXXX I believed this matter to be resolved. XX/XX/XXXX statement has not been received, but fortunately I'm paid up until XX/XX/XXXX at this point.
My complaint is that I would like to report this lender for inability to notify a consumer with a monthly statement. I have a reminder in my bill pay to prevent late fees and have paid ahead, but my concern is that what could be happening if I am not a one off in this payment system.
Please record my concern and if these actions are reported by multiple parties where the servicer is acting in bad faith to provide monthly statements in an attempt to charge late fees.
I hope this is not the case, but felt the need to disclose as a mortgage servicer who's specific task is to provide adequate communication and collect payments should be adept at communication to the end customer.
I've lived in my current location since XXXX and not experienced this problem with any other statement mailed to my home for monthly payments.
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| 04/06/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
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|
Web |
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While shopping for a loan I spoke with many lenders to try and find the best rate and fees for my refinance. Guaranteed Rate received an application over the internet from me, but I made it clear I was not moving forward with their firm. Every day I receive an application package to sign and so does my wife. The first instance was well after I first entered our family 's information and had already chosen another lender. We now receive daily prompts to sign our application and full initial disclosure package. This was very confusing and misleading at first. Now, it is a nuisance.
Guaranteed Rate did not receive my business because they did not have a clear fee structure. What they promised online was not was I received on an initial cost estimate and the loan officer never placed the updated fees promised in an email on paper. She only asked if I was ready to lock today. When I said no, that 's when the application links began.
I believe this is there strategy to coerce applicants to come back to them, but badgering them with applications after they have passed in hopes they catch the XXXX of XXXX that may come back. I emailed the loan officer and the individual sending the link to stop and remove my file. This has not happened.
It is a nuisance. It is confusing to borrowers. It is a problem that they are not solving themselves by ending the constant emails.
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| 04/21/2021 |
Yes |
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- Struggling to pay mortgage
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|
Web |
Servicemember |
|
Please be advised that I am requesting ESCALATION of this file due to the negligenceof GuaranteeRate and XXXX in the way they care for Veterans and their loan.
This borrower has been in review with the Loss mitigation department for over a year with no response or resolution. We have complied with all the requested documents by the due dates but this isn't being processed in a timely manner on your end. Makingit impossible for resolution and causing the borrower to fall further behind on their mortgage. It is NOT our borrowers fault your team is not equippedto handle the workload. Please review the attached documents that have been previously sent numeroustimes.
This is no longer a matter of the borrower getting assistance, his health is at jeopardy due to the unnecessarystress caused by GuaranteeRate and XXXX. He has been to the hospital several times due to your carelessness. This is no way to treat a vetera that has fought for our country and is asking for assistance when he needs it the most. I really doubt you would leave a veteran in the streets specially during a worldwide pandemic.
Since no resolution has been made on this file we have been forced to file a complaint with the US Department of Justice, Consumer Affairs, Veteran affairs and Consumer Financial Protection Bureau.
Awaiting for your prompt response to this matter.
Sincerely,
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| 07/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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My property taxes have significantly lowered. I have a disbursement coming up this month that is set to go to the county any day now. They are set up to pay XXXX more than what is due and have blatantly ignored my requests for an escrow analysis. Now they will disburse the wrong amount and I am going to have to wait for the county to cut a refund check. I love in XXXX and with covid it is going to take forever. I have sent them my tax bill. Emailed twice. Called and was promised it would be done in 4 days ( weeks ago ) and nothing has been done. My mortgage payment is almost XXXX dollars too high due to the projection as well. I also know that if the payment change is in my favor that the 60 day waiting period does not apply. I want my money back and my payment lowered immediately. They have ignored me long enough. I work for a servicer so I am aware it can be done. I pray my mortgage is sold and I never have to work with this pathetic servicer again. Update my payment. Disburse the correct amount. Analyze my escrow account and make the payment change effective for the XXXX payment. I know the law and I know it can be done. We are in the middle of a pandemic and this company is holding MY money hostage. I also have XXXX XXXX and could use the extra money for medication. Shame on them. They clearly dont give a XXXX about the consumers.
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| 08/22/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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We just received a loan denial. The reason : since per XXXX guidelines the waiting period for the XXXX XXXX XXXX XXXX 2nd foreclosure has not yet been satisfied XX/XX/XXXX The foreclosure by the condominium association on property located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX FL XXXX was executed on XX/XX/XXXX.
XX/XX/XXXX My wife received a discharge of debtor chapter XXXX on XX/XX/XXXX, which included the debt from property located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX FL XXXX, ( please, see Discharge of Debtor, attached ).
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX filed a 2nd foreclosure on the same property located at XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX. The current owner which purchased the property from the condominium association, cited a case in their defense that the mortgagors Us had to actually sell the property without the Banks consent in order for there to be a violation or default of this term due on sale of the mortgage agreement.
XX/XX/XXXX The judge ruled that the Banks claim of violation because of the condominium foreclosure action and subsequent sale of the property to the current owner was not a valid default and accordingly their basis the foreclosure claim was denied. This final judgment closed the foreclosure case with the bank not being able to have the property sold at a foreclosure sale.
|
| 08/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
|
|
Hello, So here we are again. Every time there is an escrow analysis or change with my account there is an issue. Not to mention the issue is always when the servicer owes me money.
Han an analysis done XX/XX/XXXX. There was an overage of XXXX dollars. Check was supposedly mailed XX/XX/XXXX from literally XXXX mins away. Today is XX/XX/XXXX and there is still NO check.
I called them and spoke to a nice young woman that was very sympathetic, and she advised me that I needed to wait 30 days for them to reissue the check. Not only that but I need to call them and request it when 30 days is up.
This is ridiculous. There is no way it takes 30 days to mail something to somewhere that is in the SAME STATE.
Perhaps XXXX dollars is not a lot of money to them but when you have XXXX and your hours are reduced for treatments it makes a huge difference.
I have had nothing but delays whenever I ask for any assistance from this company. It is sad. I am also not interested in why it takes so long, as I know that it is possible to stop and reissue it sooner. Please send me my money. I can not afford to wait another month because XXXX cant figure out how to mail a letter. Also Please don't blame the USPS as I know mail is delayed, but it is not delayed for this long. I suggest guaranteed rate look for a new subservicer. XXXX is terrible.
Thanks
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| 10/26/2020 |
Yes |
|
- Trouble during payment process
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|
Web |
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At the beginning of the pandemic I accidentally opted into a Loss Mitigation program. I have called around the 30th of each month since XXXX to be removed from this program so that I may make payments online- once one is opted into this program they can not make online payments and must call to arrange for payment which also incurs processing fees. During one of these calls ( XX/XX/XXXX or XXXX ) I called and arranged for payment and requested to be removed from loss mitigation yet again- my payment info was taken, processed, and was misapplied. Each consecutive month since, my statement has shown as past due despite paying by the XXXX of each month- NO payments have been missed. My monthly mortgage is {$1500.00} and I am now showing as > {$4500.00} past due- again, NO payments have been missed.
At the request of customer service, I emailed screenshots on XX/XX/XXXX of my bank statements with proof of the funds leaving my account each month. An automated email informed me I would receive a response back within 24 hrs. I did not receive an email so I followed up on XX/XX/XXXX @ XXXX CST and received a response within minutes. I was informed by XXXX XXXX that she was working on my account and would provide status very soon. I did not hear from her. I emailed again XX/XX/XXXX and XXXX both emails I have not received response to.
|
| 05/26/2022 |
Yes |
|
|
|
Web |
Servicemember |
|
I was in the process of selling my house and I asked my old loan company ( Stearns Lending ) for a payoff so I could be ready by our closing date and in the middle of them getting me my payoff they sell my loan to Guaranteed Rate, I wasn't notified of this process until 7 days after it was sold and I had to find out myself by calling my old loan Company. I've been trying to get my pay off from Guaranteed Rate for around 10 days now and they keep transferring me to different people, and giving me different solutions on how this will be resolved. I've already missed two closing dates because of this issue. The first time I called the representative on the phone told me she would put in the request and I would get a mailed copy of my payoff within 10 days, The second time I called I was told representatives couldn't put in the request and that I had to specifically request it myself by email and I wouldn't get my results up to 14 days of request. I emailed a second time asking them to reply to me about my first email to see if they got it and they also didn't respond to it. I had to call a third time just to check and make sure they got my email. It seems like they just keep transferring me to different people, and making up excuses and different ways for them to not give me my payoff so they can add more fees to it.
|
| 04/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American |
|
I believe that I was discriminated because I am currently receiving public assistance ( Social Security ) or my age. I don't think it could be anything else because I have assets in excess of 1.5, not including my free and clear home that they were aware of. First of all they told me not problem, but then when they did some kind " formula '' and I needed more that the 20 % per cent down that was originally agreed to. Then a week before scheduled closing, I need more money at closing in the form of cashier 's check only. Then after I was told about the addition money, it was well after close of business yesterday, I had to scramble around this morning to get a cashier 's check to close. I went to closing signed all kinds of documents ( and presented my two checks ) only to find out that I would not receive my keys until Guaranteed Rate Affinity LLC " released my funds ''.
I would ask how many people with credit scores over 800, over 20 % and a fairly large sum in investments get refused from a mortgage company somehow affiliated with my real estate firm. It really looks like Disparate impact to me and also I don't think they like that fast that I receive substantial payments monthly from Social Security.
Again Guaranteed Rate XXXX XXXX NMLS # XXXX.
Please let me know what I need to do or if you can help me!!!
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| 10/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
I did apply a home loan through KBHS home loan ( KBHS ) for a new build property sold by KB home. KBhome required me to have " pre-approval '' through KBHS home loan even later or at the end that I use 3rd party lender for closing.
As a result, in XXXX I did apply the home loan through KBHS home loan and was approved. They did pull my credit report ( hard pull ) on XX/XX/2021, which I did authorize during the application.
In XXXX, the house completion date was approaching so I started to shop the interest rate and applied loan with 3rd party lender. KBHS hard pull my credit report on XX/XX/2021, without my consent and without any of my explicit, e-sign, email nor verbal authorization. That was definitely against my will.
I have home loan and credit cards, but doesn't mean the creditors can pull ( hard pull ) my credit report at any time they like without my consent or authorization. I understand soft-pull is okay.
In this case, KBHS did not provide the rates nor get my approval before they hard-pull my credit report. If they didn't provide a competitive rate for me to compare, how do I determine I should still go with KBHS and then let them pull the credit report?
Since that was an unauthorized credit inquiry, I request the record of such inquiry should be removed from the 3 credit bureaus as a remediation.
|
| 12/05/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
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For the last few months I have been searching for a home. I am XXXX & on a fixed income. I know how important my credit score is. I was on CHFA site looking through their 70 + approved lenders as Ive done many times. On the XX/XX/XXXX XXXX XXXX pulled my credit report. No name showed up for well over a week. When it did it had no information who they were. I had to research and find them. When I did, XXXX XXXX said that Guaranteed Rate had them pull my report. XXXX from XXXX XXXX said to remove it I had to get permission in writing from Guaranteed Rate. XXXX gave me their number. When I spoke to Guaranteed Rate they said their policy is I have to get it in writing from XXXX XXXX. I said that makes no sense. You ordered it. Theyre the 3rd party. Youre both saying the same thing thats ridiculous. He just kept saying thats his policy. He also said I probably clicked on one of the boxes that has really tiny writing next to it that gives them permission to run my credit ( anyone see whats wrong w/that but me? ). I said even after you all ran my credit no one from your company reached out to me as if you were providing me a service. I got no mortgage rates, no follow through, nothing. Why would I want to lower my credit score & waste my time that makes no sense for someone working to build up and buy a home.
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| 01/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Guarantee Rate affinity, gave me a pre approval knowing that my new home was a manufactured home on land and had no issues with credit or down payment. We started this process in last XXXX early XX/XX/XXXX. We were told XXXXwas going smooth and that our loan was scheduled to close on the XX/XX/XXXX. I was told and paid for appraisal and the company was to have it on Friday the XX/XX/XXXX. When it went for final review the head underwriter stated that this house had to cure for 6 to 12 months. Mind you they knew from the start it was a manufactured home on land and had no issues. I received an approval of my loan on XX/XX/XXXX. And was scheduled to sign around the XXXX. That was perfect timing as my current home was sold and I had to be out by XX/XX/XXXX. The lender called me and stated that the loan couldn't go through and had to sit vacant for the time allotted in order to do the loan. I was never told this and no one ever told me anything, I was told by my realtor who the lender called and disclosed this to her. Privacy issues. They told me that they had done the appraisal and I was told the night of XX/XX/XXXX the appraisal was never done. Now I have to start this process all over and i may lose my dream home because this morgage lender lied to me and came up with a law that does not exist.
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| 09/20/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
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Web |
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Back in XX/XX/XXXX I spoke with a Loss Mitigation to work out an arrangement to catch up my back mortgage. We were in forbearance and it was ending end of XXXX. I agreed to a program and was told I would receive paperwork in the mail in a couple of weeks. I was advised that my credit would not be affected. XX/XX/XXXX a late payment report showed up and I contacted them again. The agent said not to worry once the paperwork was filed it would all be cleared up. I contacted Loss Mitigation on the following dates XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I did not not receive any paperwork until XXXX which we filled out and sent back the very next day. The paperwork did not get processed until XX/XX/XXXX. By then I have had 2 late payments reported even though I continued to make payments. I have emailed the research department per Loss Mitigation instructions on XX/XX/XXXX and XX/XX/XXXX. We communicated back an forth on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. There hasn't been anything resolved and typically take 30 plus days to respond to any inquiry. There is still negative reporting which is not allowing me to refinance away from the terrible company.
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| 04/24/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
Older American |
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In XXXX or XXXX I applied for a unsecured loan from GUARANTEED RATE INC . I received final confirmation of loan approval on XX/XX/XXXX. I purchased a home on XX/XX/XXXX. I was induced into signing a mortgage document they said would secure their loan. My loan was unsecured, not to mention that FHA insured the loan in case of default. Around XXXX of XXXX I read a publication from the Federal Reserve called Modern Money Mechanics. In it, it details how banks create money. It also states that banks do not make loans. It accepts promissory notes in exchange for bank credits. They breached the contract by failing to provide lawful consideration. I reached out to them by mail XX/XX/XXXX. I asked them to submit evidence that the contract was valid. They neglected to so. I informed them I would suspend payments until they did so. They then sold the Mortgage to XXXXXXXX XXXX who initiated Foreclosure proceedings. GUARANTEED RATE was compensated by FHA when the account went into default. It deposited {$140000.00} into a borrowers account as an asset ( basically to fund the check to the seller ) and matching liability to XXXX XXXX. GUARANTEED RATE did not sign the agreement which makes it unenforceable by law. I asked for the {$140.00}, XXXX that they were liable to me for. They never responded.
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| 07/24/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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Web |
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On XX/XX/2019 I was notified and alerted by credit bureau XXXX that XXXX requested a copy of my credit report for a mortgage loan. I never applied for a mortgage loan. This was done in error and without my consent.
On XX/XX/19 @ XXXX 1st attempt to dispute the validity of the inquiry. Spoke with XXXX XXXX over the phone and via email @ XXXX on XX/XX/19 @ XXXX. She said she would speak with the account manager for the company XXXX XXXX and for me to circle back with her and him on XX/XX/19 @ XXXX. Mr. XXXX said that he had made the correction on the inquiry that was done by error and that he was going ask for a reversal of this but yet on XX/XX/19 after I spoke with him at XXXX he said he had sent a correction letter to XXXX XXXX and XXXX but today XX/XX/19 @ XXXX I spoke with representatives from these credit bureaus who tell me that they have not receive anything from Guaranteed Rate or XXXX for the inquiry to be remove from my credit file. I have too long for this error to be resolved and nobody is taken responsibility for correcting the issue. In the mean time my credit score dropped from XXXX to XXXX due to this inquiry. I have worked hard to maintain a good credit score and a good credit history for the past 5years for them to just ruin my reputation in a day. This is unfair.
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| 11/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Loan XXXX quotes us a refi on Friday XX/XX/XXXX with XXXX in closing costs, today XX/XX/XXXX he emails a different sheet with over XXXX in closing costs, XXXX XXXX. If I did that in my biz I would be fined and suspended by XXXX. How do closing costs go up XXXX grand plus over the weekend? XXXX should be fined for this kind of conduct. I have wasted time and a credit inquiry and am now outside the XXXX day period for all mortgage inquiries to count as XXXX What makes it worse is he sent me an email at XXXX XXXX XXXX XXXX XXXX XXXX I'm reaching out to follow up on your loan refinance, can you confirm your feedback on the email i sent you Friday? I would like to know how you would like to proceed?
thanks, THEN at XXXX PM XXXX XXXX, Thanks for the update. The rates/cost went up from Friday and that's why I wanted to reach out since I never heard back. I'm attaching the updated estimate for you to view. I feel this cash out will save some money now even with the additional cost, but please confirm if you want to continue with this update. Also, if you feel you can improve your score in the next couple of months to get it up in order to get a better interest rate and we can also look into waiting. Please confirm after you review the XXXX estimate.
thanks, Get Your XXXX XXXX XXXX XXXX
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| 01/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had a XXXX XXXX plan in effect. I was told by Guaranteed Rate that if I completed XXXX XXXX package my mortgage would go back to good standing, but would be a XXXX year mortgage. I had to have my XXXX payment in by XX/XX/XXXX. I have proof of delivery that the payment was received on XX/XX/XXXX. I emailed XXXX who I was working with and she replied to me that she forwarded the information to Loss Mitigation. I sent in my XXXX payment which proof of delivery shows was received XX/XX/XXXX. This XXXX payment would complete trial package. I emailed proof of delivery to XXXX on XX/XX/XXXX. No one responded to me. I emailed again on XX/XX/XXXX. XXXX told me that XXXX XXXX says they did not cash the check until XX/XX/XXXX so they are telling me I brook the trial payment plan. This is a breech of contract. XXXX told me I could keep making the trial payment plan monthly until the research is completed and they will get back to me on XX/XX/XXXX. Meanwhile any payment I made through the trial modification plan has not been applied to my loan. My credit report also says I am in default of my loan. I filled out an XXXX application, but XXXX says they are waiting for Guaranteed Rate 's response. I am being lied to and manipulated after I stood by a contract I signed, and they should too.
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| 12/21/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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Web |
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XXXX XXXX XXXX XXXX Guarantee Rate Branch Manager/VP of XXXX XXXX XXXX XXXX XXXX XXXX, # XXXX, XXXX XXXX XXXX NV XXXX NMLS ID : XXXX On XX/XX/XXXX I reached out to XXXX XXXX and company regarding a hard inquiry notification I received. I did not authorized them to pull my credit in XX/XX/XXXX or XX/XX/XXXX. When I spoke to XXXX XXXX she advised me she read an old email from me and sent it to her assistant to run my credit! She was out of the country at the time according to our phone conversation. She apologized, and I stated very clearly I wanted the hard inquiry removed. I did not provide consent. Nothing was signed, no verbal or written consent was provided to XXXX XXXX and Guaranteed Rate to run my credit. I requested for a ballpark estimate back in XXXX as I was going to purchase a home, but did not want to run credit yet since I wasnt sure. However my report was pulled when XXXX XXXX requested to review my prior tax docs. Fast forward XX/XX/XXXX she ran my credit again, however this time I made it absolutely clear I wanted corrective action. Still upset from XXXX incident, she made a mistake again. 4 months have passed since and no updates have been given. Id like to have an investigation open as I now have 2 unwarranted hard inquiries from this company without consent.
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| 07/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I used Guaranteed Rate to obtain a mortgage. The mortgage broker advised I would get a " float down '' so that if the rates dropped before closing I could ( once ) reduce my borrowing cost. He indicated that the rate was 3 % and the mortgage would be sold to XXXX.
Within a few weeks mortgage rates dropped. I decided to shop around and found a rate through the same bank the loan was being sold to, for the same loan amounts ( down payment, purchase price, loan amount, duration, etc ... ) Guaranteed Rate was arranging for me for my property for a rate of 2.875 %. I was declined the float down by Guaranteed Rate, notwithstanding on two occasions providing written proof of the lower rate offered for the XXXX XXXX loan.
In addition, my personal information privacy was violated, including disclosing loan documents as well as my SSN without my consent to other parties.
I have complained about this on multiple occasions to my mortgage broker, his supervisor and have gotten nowhere. They offered to put me through to Guaranteed Rate customer service. I never got a call, letter or email. Subsequently they provided me the direct email for their customer service. I emailed them advising that I had rate and privacy concerns. It's been about a week with no response.
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| 08/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Back in XXXX, I applied for a loan and was given terms. I supplied all materials requested in a timely fashion. I never heard back and was concerned about the rate lock expiring. After many attempts to contact the company with no luck, I finally got someone who informed me that my loan person had left the company. The person said he would get things back on track. I told him I was concerned that my rate would go up due to delay. After another month or so, I was informed my refi was back on track but the rate was going to be higher. I complained and they said they would honor the rate but I would have to go through the process again. I unhappily agreed. They then requested all ppwk again which I supplied in a timely fashion. After many more months, now into XXXX, I was told that my I would have to pay fees to secure my rate and that after 7 months, if I did not pay them, my loan app would be terminated.
It cost me much time, effort and costs in providing all they requested TWICE.
I have no idea why I was treated so poorly. I have never experienced such lousy treatment. Was it my rate was attractive? Was it who I am? Maybe it was an XXXX XXXX bias? I have no idea but I demand satisfaction for my time, costs and opportunity lost dealing with these people.
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| 05/02/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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Web |
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XXXX XXXX at Guaranteed Rate Inc has pulled my credit without my consent on XX/XX/2018. After he advised me that he pulled it i asked him why he did so without my consent, his reply was then QUOTE sorry for the trouble and good luck to you UNQUOTE. I asked him to make sure this doesn't show as a hard inquiry as i was shocked that he pulled it without my consent. I also asked if i should talk to someone else to have it removed.his reply was QUOTE Sure thing, i will look into it UNQUOTE.I asked him then to advise once done and have a letter send to me that it was taken care off, i expected something within 2 weeks. his reply then was QUOTE Again, good luck to you " Myname ''. I have always done good by you and did nothing wrong here UNQUOTE. since then i have reached out by phone and email to his boss XXXX XXXX and have never received a reply or call back.. I also had my attorney send a letter to XXXX at Guaranteed rate as well as XXXX, XXXX and XXXX to try and have this removed. Neither XXXX or anyone from Guaranteed rate has replied, which in my opinion is very unprofessional from a company that claims to have the best mortgage experience on the planet. the unions have replied and mentioned that the inquiry removal needs to come from Guaranteed rate.
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| 06/26/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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my mortgage is through Guaranteed Rate. InXX/XX/XXXX, I was contacted by one of their brokers and I told him I needed to get rid of my PMI. He told me the process was first to attempt to refinance. If that did not work then they would drop the PMI. Rate immediately requested a {$500.00} payment from me for the appraisal and I paid it. The appraisal was returned with {$160000.00} increase of value. After two months of back and forth with the broker, I was told that the refinance would not be processed. The broker abandoned me and told me that to drop the PMI, I needed to contact customer service. I contacted customer service in XXXX and they required a hard copy application that was mailed to me. I returned the application to Guaranteed Rate with a copy of the appraisal provided by Guaranteed Rate and dated XX/XX/2020. With no response from the Guaranteed Rate PMI department, I have been forced to contact customer service multiple times over the last 12 weeks and have no resolution. They will not allow me to talk to anyone in the PMI department and continue to tell me that I should have an answer in 2 weeks. This has been happening for months now with no resolution and I continue to pay Mortgage Insurance on a property with a 65 % LTV.
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| 03/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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On XXXX XXXX of XXXX I took out a mortgage on XXXX XXXX XXXX # XXXX, XXXX IL XXXX through Guaranteed Rate , Inc ( " GR '' ), account number XXXX. GR filed a lien on the XXXX XXXX property register document # XXXX on XXXX XX/XX/2004. GR say they subsequently transferred the mortgage to XXXX, thereby ending GR 's interest in the property. GR has not updated the XXXX XXXX property register showing that it no longer holds a lien against the property. They say that XXXX had responsibility for updating the registry and did not do so. I am currently refinancing the property and my new lender requires a release for document XXXX as evidence that GR no longer has a lien against the property. GR have confirmed in writing that they never updated the public property register and are refusing to provide the release. GR state that XXXX must provide the release saying that GR has no lien. I am in jeopardy of losing my rate lock and incurring additional costs if my refinance does not go through due to the lien registered by GR. My husband and I have called GR 8 times, spending hours on the phone and being transferred around, and have sent more than half a dozen emails to senior GR management, copying XXXX, and have had no resolution from either yet.
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| 10/19/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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XXXX XXXX XXXX XXXX XXXX, XXXX, IN XXXX and Guaranteed Rate mortgage / XXXX XXXX Company 1 corporate XXXX XXXX XXXX XXXX, ILL XXXX.
The first problem is with Guaranteed Rate / XXXX XXXX. I was never late with my XXXX payment which the center of all those follow on problems that have occur.
Fact 1. Mail first payment to XXXX XXXX at 1 corporate XXXX XXXX XXXX XXXX, ILL XXXX, XXXX of XXXX 2021, the mortgage payment was paid out of my checking account on XX/XX/2021 at XXXX XXXX XXXX XXXX XXXX The first payment was on time and not late.
Secondly, I was placed in a forebearance plan in XXXX until the disputes over mortgage payments could be resolved.
Thirdly, the transfer team at Guaranteed Rate during the forebearance period charge me $ XXXX in XX/XX/2021 and XX/XX/2021 just before they transfer the loan to XXXX XXXX XXXX I should not have been charged during the forebearance period. I need a customer service person from Guaranteed Rate or XXXX XXXX to contact XXXX XXXX with documentation stating those charges are removed and refund XXXX XXXX. XXXX Mortgage Fax : XXXX XXXX XXXX.
Fourthly, the $ XXXX dollars should not have been charged to my account and XXXX XXXX needs to refund me back my $ XXXX dollars immediately.
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| 09/21/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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In short.. our mortgage carrier failed to pay a bill from our escrow account that was submitted to them via email, which can be proven. Subsequently they force placed insurance that was almost 4x normal rates, despite having coverage through XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. They have only refunded a portion of the money and will not resolve the issue. We have been trying to get it fixed since XXXX. I have tracked our correspondence and we have at least XXXX phone calls and XXXX emails trying to fix the issue and they will not provide an answer/solution. They keep stalling and are going to raise our mortgage to " catch up '' on escrow despite the fact that they owe us a refund. They have since failed to pay the bill again to our insurance and our policy was cancelled, even thought they have all necessary information to pay the bill and the money is in escrow. My insurance provider has also saved records of correspondence and they just can not be trusted with this escrow account nor to pay the bills on time. Cancelled policies cost me more money out of pocket to reinstate them to the amount of XXXX XXXX I can provide copies of phone records and emails upon request. There are several and attaching so many may cause an issue.
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| 03/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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1. I refinanced my XXXX mortgage with Guaranteed Rate. Closing date was XX/XX/XXXX.
2. Two payment vouchers for the XX/XX/XXXX and XX/XX/XXXX payments were provided at closing.
3. I mailed the XX/XX/XXXX payment on XX/XX/XXXX with XXXX check XXXX for {$3000.00}. The memo field on this check noted : 'XXXX XXXX payment '.
4. With the same mail I sent XXXX check XXXX for {$3000.00} for the principle only. The memo field on this check noted : 'principle only '.
5. During this time, without my knowledge, Guaranteed Rate sold this mortgage to XXXX ( now XXXX ).
6. I learned thru the information that XXXX ( XXXX ) provided to me after the sale that the incorrect balance was transfered to XXXX ( XXXX ) because the {$3000.00} from check XXXX were not applied to the principle but handled as a regular mortgage payment.
7. I called and spoke to the call center staff at Guaranteed rate on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Each time I was assured that the mistake will be corrected and communications with XXXX ( now XXXX ) will take place in order to apply the principle only payment retroactively to XX/XX/XXXX ( the day Guaranteed Rate processed the check ).
8. Guaranteed Rate : tel : XXXX XXXX. XXXX ( now XXXX ) : tel : XXXX.
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| 09/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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Hi there, 1. I have contacted Guaranteed Rate ( XXXXXXXX XXXX XXXXXXXX or XXXX ) as I have made two payments to them in regards to my newly opened mortgage. The payment I made was was from a payment coupon I received from Guaranteed Rate however both my payments were not correctly applied to my mortgage. I have called in to have them correctly applied however they have only applied one mortgage payment. I've been trying to get a confirmation that both my payments have been applied.
2. My mortgage was sold to another provider - XXXX XXXX XXXX XXXX XXXX however when I call them ( XXXX ) they have no record of my mortgage being transferred to them from Guaranteed Rate. In addition, the mailer I received from Guaranteed Rate indicates that my mortgage has been transferred with the original principal balance meaning no payments that were made by me were applied correctly.
3. After countless calls and emails, no one can tell me where my next payment is due. Guaranteed Rate noted to me that I can not make my XX/XX/2021 payment to them since my loan is transferred to XXXX. When I call XXXX, they have no record of my account with them even when I provide my name, SSN, or property address. I don't know who to make the payment to.
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| 06/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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We got a mortgage through Guaranteed Rate and closed on our home on XX/XX/21. Included in our closing documents were the first two payment coupons with due dates of XXXX and XXXX. We made our first two payments. We received notification that our mortgage was sold to XXXX XXXX and would be serviced by XXXX XXXX Bank. The notice from XXXX XXXX was dated XX/XX/21 and said the mortgage was transferred on XX/XX/21. On XX/XX/21 we received our first correspondence from XXXX XXXX Bank. This statement was dated XX/XX/21 and postmarked XX/XX/21. This statement said we had a payment due XX/XX/21. It also appears that only one payment is reflected and was somehow lost between Guaranteed Rate, to whom we made the payment, and our new servicer. I contacted both Guaranteed Rate and XXXX XXXX. Guaranteed Rate has not been responsive. XXXX XXXX told us that we needed to resolve with Guaranteed Rate. I inquired with XXXX XXXX about the grace period provided to borrowers when a mortgage is sold. My understanding is that there is a 60 day grace period. XXXX XXXX said our grace period started on XX/XX/21, the loan origination date. I believe both Guaranteed Rate and XXXX XXXX are not acting in good faith and are breaking rules.
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| 03/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
Older American |
|
My wife and I closed on a second home in XXXX, Texas on XX/XX/2020, with Guaranteed Rate , Inc. The dwelling structure is not in a flood plain. However, part of the backyard is in a flood plain. I have emails from two different employees at Guaranteed Rate, stating that flood insurance was not required since the dwelling structure was outside of the flood plain.
Now, 6 weeks later, Guaranteed Rate, is demanding that I purchase flood insurance or else they will purchase a policy for me. I contacted their Customer Service Department, by phone, and spoke with a person named XXXX. XXXX basically told me there was nothing she could do, that I needed to contact my insurance agent and/or XXXX to see if the flood map had changed since closing. It has not changed.
There was no closing instructions requiring a flood insurance policy. In fact, in the notes of the Standard Flood Hazard Determination Form attached, it specifically states that flood insurance is no longer required. I think it is dishonest and may violate RESPA because my closing costs will change dramatically due to Guaranteed Rate unilaterally changing the terms of our contract.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX Cell
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| 09/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
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Web |
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There are two companies involved in the debacle of my mortgage origination : XXXX XXXX and Guaranteed Rate mortgage. I was refinancing my mortgage and when I originally applied I had about {$120000.00} left on the mortgage. Their good faith estimate said it would be {$130000.00} rolling in all costs to account for anything that might creep up during closing. When we got closer to closing it became clear that the XXXX was more than {$3000.00}. Because we were at the end of the process they did not want to send the mortgage back to underwriting. Rather they said they would give me a credit at closing of {$1000.00} and a principal reduction that should have reduced my mortgage to {$130000.00}. I have been going back and forth with the mortgage company. They acknowledge it is an issue. I happen to be good at math and kept correcting mistakes in their paperwork. I wonder if people that were not as good at math would have found this. When I received the login to the website three weeks ago it says I owe {$130000.00}. It is unreal how much follow up I've had to do to correct this. The mortgage company says it was a mistake by the title company. The title company is owned by the CEO of the mortgage company.
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| 06/12/2020 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
|
I refinanced with Guaranteed Rate in XX/XX/2020. I had no payment due in XX/XX/2020. In XX/XX/2020 I received notice from Guaranteed Rate that my new mortgage servicer was now XXXX XXXX and I should make my XX/XX/2020 payment to XXXX. I am now receiving collections calls and letters from Guaranteed Rate saying I am past due. I made my payment to XXXX on XX/XX/2020, and XX/XX/2020 as instructed.
Guaranteed Rate customer service tells me they have no record of my account being sold to XXXX. I sent them THEIR letter, with no response.They also sent me a letter XX/XX/2020 that my mortgage was sold to a 3rd company, XXXX XXXX. Guaranteed rate reported me to the credit bureaus as delinquent when I don't even have an account with them, and they sold my account to a 3rd company when they do not own the loan.
Guaranteed Rate collections department is telling me I need to make another payment in order to stop the calls and collection attempts. I have been asking them since XX/XX/XXXX to fix their records, I emailed them copies of everything - even their OWN letter telling me to pay XXXX XXXX. My credit score has now been lowered over all this and I have never been late with my payment.
|
| 04/13/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
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On XX/XX/XXXXI was applying for a refinance loan for my home from guaranteed rate and on XX/XX/XXXX I was asked to pay a {$450.00} fee upfront for an appraisal. The appraiser was an unlicensed intern pretending to be licensed. It was not disclosed that an unlicensed appraiser would be performing an appraisal at my home. On XX/XX/XXXX she came to my home to do the appraisal. The appraisal did not come out favorable and with numerous attempts to resolve this issue with guaranteed rate, this resulted in my loan not being able to be processed. We bought all these issues to senior managements attention. We were promised that the appraiser would redo the botched appraisal, but that never happened. They will not refund the {$450.00} back and we were told sorry it didnt work out, better luck next time. This leaves me with no options, no refinance loan, just a fee to an unlicensed intern who botched an appraisal leading to the loan not able to be processed. We spoke to several managers at the company with no results. This company was supposed to refinance my home not sell botched appraisals. We have been victims of a fraud and scam and the company is negligent to assume responsibility.
|
| 10/14/2015 |
Yes |
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- Application, originator, mortgage broker
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|
Web |
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I AM LOCATED IN XXXX ILLINOIS. THIS STATE SEEMS TO HAVE FALLEN OFF THE RADAR FOR REGULATORS. IT ALSO SEEMS THAT OUR STATE REGULATOR- THE IDFPR, DUE TO FEE REVENUE, IS IN THE POCKET OF THE REAL ESTATE ASSOCIATIONS.
OVERSIGHT AS A WHOLE SEEMS WOEFULLY INEFFECTUAL REGIONALLY. I SEE A GREAT DEAL OF COLLUSION BETWEEN REAL ESTATE BROKERS AND MORTGAGE COMPANIES IN AN ATTEMPT TO NOT DELIVER VALUE BUT TO CAPTURE MORE REVENUE SHORT FULL DISCLOSURE.
WE HAVE MANY COMPANIES THAT ARE TIE INTO EACH OTHER USING 'MSA 'S AS A FIREWALL OR FRONT IN DIRECT VIOLATION OF CONSUMER INTERESTS. SOME OF THE FIRMS I WOULD LIKE TO MENTION ARE : GUARANTEED RATE, HOME STATE BANK, XXXX XXXX XXXX XXXX REAL ESTATE, PROSPECT MORTGAGE, XXXX WITH XXXX XXXX AND PILLAR MORTGAGE DIVISION OF XXXX XXXX XXXX.
GUARANTEED RATE SEEMS TO BE PROLIFIC. THE COMPANIES THAT CHANNEL BUSINESS TO GR FOR PROFIT ARE, TO NAME A FEW, @ PROPERTIES, XXXX XXXX AFFILIATED, XXXX XXXX AND MANY XXXX OFFICES.
CONSUMERS ARE NAIVELY DIRECTED TO THESE XXXX MORTGAGE COMPANIES AS THE REAL ESTATE BROKERAGES PREFERRED LENDER AND IN 99.9 % OF THE CASES NO DISCLOSURES IS GIVEN TO CONSUMERS THAT A FINANCIAL BENEFIT EXISTS BETWEEN THE FIRMS.
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| 01/13/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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During the months of XXXX, XXXX, and now XXXX Guaranteed Rate has " lost '' my paid in full and on time mortgage payment. Despite several rounds of verifying and adjusting everything from the mailing address to the account number, I am still struggling with them with my most recent mortgage payment. I paid {$1400.00} to Guaranteed Rate on XXXX. They cashed that check, which cleared through my bank, on XX/XX/XXXX. As of today 's date this mortgage payment has not been credited to my account. I have been in contact with Guaranteed Rate 's customer service since XX/XX/XXXX and we still have had no clarity or resolution to the matter. I have sent all the documentation needed from my bank to Guaranteed Rate, to no avail. I have a trail of emails beginning in early XXXX with them, as well as several phone calls through XXXX and XXXX. Their response is they " are having trouble locating '' my payment, despite provided more than adequate documentation. My {$1400.00} payment has been " lost '' for six weeks now and I fear that Guaranteed Rate has acted irresponsibly and negligent with such a large sum of money. I would like this payment applied and my complaint addressed.
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| 06/10/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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I have reached out to XXXX XXXX to remove a hard inquiry from my credit report on XX/XX/2021 that I did not request or authorize. XXXX XXXX claim to have sent a request to the credit reporting agency 's to remove the inquiry. This a hard inquiry in my credit file. I have provided requested information to XXXX XXXX and Guaranteed Rate that I did not authorize any loans with Guaranteed rate. Then I was informed it would be removed, and it has not. XXXX XXXX and Guaranteed Rate is responsible for this issue, and it seems that someone intentionally requested a Mortgage using my name, and Identity which is fraud. XXXX XXXX and Guaranteed Rate also failed to validate my personal information that was used without my authorization or consent. The Hard Inquiry from GUARANTEED RATE INC via XXXX XXXX is still in my XXXX credit report. I was informed in the attached letter from Guaranteed Rate, that it could take 90 days. It has been more than 120 days because my Dispute was filed in XX/XX/2021 and it's still not removed from my XXXX credit Report. I also attached my police report as well. I'm requesting this hard inquiry to be removed from my credit Immediately.
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| 07/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We sold our house in XXXX, 2021 and there was an escrow balance of {$3000.00} that we should receive, before we changed our address a check was sent to the address of the property that was sold. We talked to the mortgage company ( Guaranteed Rate ) and changed our address and then called back again to request a new check ( they would not take both the requests at the same time ) then they told us to wait 30days to call back to request a new check. We waited and called back on XX/XX/2021 and the representative we spoke with said they would issue a new check to the right address and it would take 10 business days. As we have not receive the check even after 20 days, we called back again in XX/XX/2021 and the representative is telling us that it can take 30 to 60 days to process this request and there is nothing they can do and would not provide any form of request ID or number. Especially during times like this ( Covid ) it is very hard to not have your own money to use for expenses and these big corporations are taking so long to return our money. Their estimated time of when we will get our money is XXXX - almost 4 months after the loan was paid.
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| 04/07/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My husband is a 100 % total and permanent XXXX veteran ( through Veteran Affairs ) and we are 100 % exempt from paying property tax in the state of Florida. ( We are only required to pay XXXX XXXX taxes ). Our property tax bill was sent to our mortgage company and paid in XXXX. We had been paying approximately {$3800.00} to our escrow account for the yearly taxes until we could get the bill from the county. They apparently sent our escrow refund check XX/XX/XXXX and we have yet to receive any of that money. I keep getting blown off when I call being told " it takes XXXX days to receive this check ''. We also can not get them to re-do the escrow analysis to reflect that we do not pay property taxes, thus reducing my monthly mortgage amount by quite a bit. I keep getting the run-around from them and now and being told that it can take XXXX days to cut the second check which they've requested to be overnighted via XXXX. Not sure how an overnighted check takes XXXX days to get to me when it was originally requested XX/XX/XXXX. That's ridiculous. They also will not work with me to get my escrow re-analyzed so I can reduce my monthly mortgage.
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| 06/30/2023 |
Yes |
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Web |
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I have applied for a home loan through Guaranteed Rate for a new home loan. I was pre approved very easy. Now that it comes time to actually get the loan I am being asked for all financial information, banking, credit, all card statements, divorce degree that is 17 years old, paperwork on a RV that I must sell, monthly pay stubs, as well now being asked to confirm with a 3rd party for credit cards that I have already sent in statements for. I have been asked to provide more information for this home loan than for anything else that I ever applied for including another home loan. I have required to provide statements for a employer that has been waiting for us to get moved up to Alaska for 2 months now even though there is a employment acceptance letter. I have been told that without the XXXXrd party credit placed being able to verify my balance I will not be approved and if we don't get a signed letter from the new employer that we will be denied loan. I have paid over {$2000.00} out of pocket so far to get a home inspection, and a appraisal done. Once one is thing is done more is being required and we are told it is FHA guidelines.
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| 04/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XX/XX/2021 I refinanced my home mortgage with Guaranteed Rate. During closing, I paid {$4000.00} into my new escrow account. My mortgage was immediately transferred to XXXX XXXX.
When I received my first paperwork from XXXX my escrow account balance was only {$2000.00}. I called XXXX to ensure they weren't expecting any more payments from Guaranteed Rate, which they weren't. I then called Guaranteed Rate to see what was going on with my missing escrow of {$2000.00}. This is where the problems arise.
Guaranteed Rate claims they held my money to pay an XX/XX/XXXX tax bill, however I have some issues with this statement. For one, I don't have an XX/XX/XXXX tax bill, I just paid my taxes on XX/XX/XXXX and according to my tax bill is not due until XX/XX/XXXX. This is plenty of time for XXXX to make a payment. Second, my tax bill is only {$2000.00}, which is more than Guaranteed Rate is holding.
I reached out to Guaranteed Rate on XX/XX/XXXX, and asked for this cash to be sent to XXXX. They will not complete my request. They are still holding my money as I continue to go back and forth with them over the money they still owe me.
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| 09/29/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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My mortgage company is Guaranteed rate. I've been on a forbearance plan due to COVID 19 from Spring XXXX until XX/XX/XXXX, when I let the company know that I can resume my payments and started my monthly payments. I've asked for a deferral of the unpaid balance to the end of the mortgage the same time. And since then I can't get an answer when the deferral will be approved or what the status is. it's been in review and there is no other information I can get. Keep calling them every week, with the same results. Asked to escalate - and again, with no results. They are keep telling me that it's under review, and no additional information.
I understand that there is a very high volume of such requests probably, however it's been 7 months already. Per the information from the loss mitigation department the regular timeline is 60-90 days and it's been 7 months.
I'm not sure what else to do here. I've completed a renovation on my house, it's had doubled in value, which has been confirmed by a valuation specialist from guaranteed rate. However I'm unable to get rid of PMI or refinance my mortgage because it's still in forbearance.
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| 08/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Loan sold or transferred to another company
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Web |
Older American |
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1. My loan was sold/transferred to a new loan servicer effective XX/XX/2023 2. I made a monthly payment to OLD loan servicer on XX/XX/2023 for payment due XX/XX/2023, per directions on Notice of Service Transfer 3. This payment included interest from XXXX plus principal 4. Loan service was transferred XX/XX/2023 5. I sold house and escrow closed XX/XX/2023 escrow received Pay-Off demand from new loan servicer charging me interest from XXXX and a principal amount that did NOT include payment of XX/XX/2023.
6. I contacted NEW loan servicer and they claimed they never received funds from my payment of XX/XX/2023.
7. I contacted OLD loan servicer and they claimed they wired funds representing my XX/XX/2023 payment to NEW loan servicer.
8. I re-contacted the NEW loan servicer, they claimed they returned the XX/XX/2023 to the OLD loan servicer.
Both servicers claim the other has the funds and I must contact them. Both servicers tell me different and contradictory information each time I contact them.
I have contacted both of them at least XXXX time over the last XXXX weeks, and filed requests online -per their instructions.
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| 03/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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I lost my home in the XXXX XXXXXXXX XXXX My insurance company issued a {>= $1,000,000} to Guaranteed Rate for the rebuild of my home. I am working with an architect, engineer and the county to get permits issued to rebuild my home. Once permits are issued I can hire a general contractor. I have incurred over {$200000.00} in expenses and the loan servicer, XXXX, refuses to pay any of the incurred invoices. Their reason is that I need to have a signed contractor and an inspection. The process to rebuild a custom home does not start with a general contractor and there is nothing to inspect. I have a contract with an architect, engineers and permits to the county that I owe money to. I have escalated within XXXX but there phone people do not understand the process to build a home and tell me there is nothing they can do to help. Surely it must be illegal for them to hold my money and refuse to repay me for money spent on the process to rebuild. This is why the insurance company gave them the money. The insurance company does not understand why XXXX will not release funds and has called trying to get them to but XXXX refuses.
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| 03/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I was in a COVID deferment and spoke to someone in XXXX XXXX and indicated the hardship was over and that I would like the loan reinstated. I was instructed to start making my regular monthly payment in XX/XX/XXXX. I made that payment and a payment in XXXX, XXXX and XX/XX/XXXX. None of those payments have been applied to my account and there is no record of where those payments have gone. My account is still showing as past due. I have inquired several times why this was and was told the loan was waiting approval for loss mitigation. Each month I call and I get the same answer. I am not sure why or how it could take four plus months to work through the loss mitigation process and reinstate the loan but it is excessive and no one can tell me when it will actually be completed. There are also escrow concerns as the escrow amount being computed was incorrect as it was set at a higher rate based on the property being a secondary home rather than a primary. Because of this the escrow balance was positive for almost the entire hardship period so whatever lump sum payment ends up being deferred needs to account for the error.
|
| 12/07/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Application, originator, mortgage broker
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Web |
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I applied for a mortgage refinance in late XXXX. I got rates from a few different lenders and went with Guaranteed Rate as they quoted me the best offer. After submitting all of my documents I was made aware of a mistake on my XXXX & XXXX tax returns regarding my rental income. I was then instructed that to fix the errors I had to file amendments. I verified with the loan specialist that this was necessary and would make a difference because if not I wanted to go with another lender. I was assured this would be the same anywhere I went and since rates were about to go up it was best for me to stay with them. So, I did exactly what they said which was amend my tax returns for XXXX and XXXX. They also said I must file them with the IRS in person, pay for any outstanding taxes, and get the amendments and proof of payment stamped. Once that was done I resubmitted my tax returns to them and then was told that they were denying my loan because they would n't accept the amended tax returns because they said I just made it all up just to get the loan. Interest rates are now much higher and my credit score has now taken a hit.
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| 09/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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I received a supplemental tax bill from the XXXX of XXXX, MA. Right after I received the bill, I contacted my then servicer Guaranteed Rate to ask if they would pay the bill or if I needed to. They got back to me saying that they will ( I have the the emails ). Subsequently, Guaranteed Rate sold the loan to XXXX. I recently noticed that the supplemental bill hadn't been paid, and I had now accrued a {$55.00} and some cents interest for late payment. I reached out to XXXX, explained the situation, and said that they should pay out of my escrow since I was promised that by Guaranteed Rate. XXXX then paid it off. But I had already accrued {$55.00} in interest and penalty which XXXX also paid from my escrow. I want Guaranteed Rate to refund to me the money they paid for the late fees, {$55.00}. This is negligence on the part of Guaranteed Rate. They told me they will pay off the bill ( Case XXXX Resolved - XXXX Loan # XXXX ) but they did not, and this led to the late and penalty fees. Had they told me they will not pay it, I would have paid it by the deadline. It is not my fault, and I should not be penalized for this.
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| 12/08/2022 |
Yes |
|
- Trouble during payment process
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Web |
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On XX/XX/XXXX I began making payments to Guarantee Rate in the amount of {$1400.00}. There has been issues with miscommunication regarding how and where to pay causing late fees even though I have disputed the fee which was waived per a letter from the lender However I continue to be charged the fee. As of XX/XX/XXXX per a letter my lender will change however Ive been reported to collections by the prior lender for nonpayment. The prior and current lender both go by the name Guaranteed Rate which is confusing. Today, XX/XX/XXXX I was told by the prior lender that I need to send the payment to them and that the lender transition wont happen until XX/XX/XXXX however no information has been sent to me with that information regarding who my actual lender is to know who to make a payment to. Im very concerned why customers are being reported to collections during a transition period that didnt even occur on the dates provided in the letter. The letter clearly states to not send payments to them after XX/XX/XXXX. The payment protections with a transfer a federal regulation has been violated. Thank you for your time.
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| 11/17/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
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Web |
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We were in process of getting our Mortgage refinanced with Guarantee Rate, XXXX XXXX Everything looked good, our XXXX was good our credit scores are average of XXXX. We had a BK in XX/XX/XXXX where a XXXX Mortgage debt was charged off in XXXX. We settles with XXXX for {$20000.00} for them to remove the lien, however debt was at {$0.00}. XXXX just had the lien on but we did n't owe anything as the debt was already charged off. Guarantee Rate declined our loan stating that we short sold the property in XX/XX/XXXX. We did not short sale the property. We gave them {$20000.00} to remove the lien, but the debt was already charged off in XX/XX/XXXX. We got them a letter from XXXX stating this and they still declined us calling it a short sale. When we sold the house in XX/XX/XXXX, our XXXX was paid in full and since we settled with XXXX for them to remove the lien that was in XXXX position, at the time of the sale we did not have a XXXX mortgage. I am not sure how they are viewing this as a SHORT SALE. We argued our point, yet they still denied that. We are still being punished for a BK that happened in XX/XX/XXXX.
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| 05/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
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Web |
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We refinanced with company in XX/XX/2020. When the rates dropped we applied to refinance with same company. The Loan originator made promises but never submitted our application. We wasted a month trying to get him to start the application. We have A1 credit and income. Refi should have been a slam dunk easily. Our guess is that doing a refi would cut into loan benefits earned last year or we are victims of racism. This is the same originator who did an excellent job on our first refi with Owning. When we realized he wasn't going to help us, we began an application with new loan originator at owning. /Guaranteed Rate. Things started out great, we gave them everything they asked for. Again, should have been a slam dunk, A1 credit plus income. Refinancing can now save us approx {$270.00} per month. They never had the numbers/amounts correct on documents even after we supplied correct official information. It has now been over six weeks and they give one excuse after another for not closing. I tried to reach the loan originator and loan processor 's supervisor who, to this day has not returned my call.
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| 03/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
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Web |
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I started a refi of my loan in the amount of {$420000.00} with owning.com on XX/XX/2020. I enjoy excellent credit and this is a very low loan to value loan, so I was subsequently approved right away. However, when I kept asking for closing documents, they started asking for more and more financial documents. I provided everything and was told I was approved verbally and via email, multiple times. Then I was told that owning.com was sold to guaranteedrate.com. I was told to wait for that sale to fully consume but all our commitments were to be honored. I was provided with new documentation with guaranteedrate.com. And, yet, to this date they will not close the loan. I can not get them to answer the phone or return the call, nor will they respond to emails. Btw, their underwriters are completely inept and have substantially discounted my annual income because they do not understand how to read tax returns. Nonetheless, I qualified. This is ridiculous and also, I was simultaneously refinancing my mother 's loan and the identical progression of steps have occurred with her loan as well. Please help.
|
| 04/30/2018 |
Yes |
|
- Struggling to pay mortgage
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|
Web |
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|
My mortgage is with Guaranteed Rate and I been trying to do a loan mitigation/modification as I am in the middle of a divorce and I don't want to lose the house. We have tried for 4-5 months now to get a response from the bank and they are continuing to give me the run around and not provide any assistance. They continue to find something new to delay the process with or give us the run around for weeks.
We need help. I am currently paying {$3000.00} dollars a month, I have loss some contracts and my income has dwindle significantly. This has caused my credit to fall, my wife inability to do the same because of their run around. We feel discriminated against to the way they have handled the account. They did not even put my wife in the mortgage breaking the law of home bound as my wife as a right to claim the property and a place to live. This has been going on since XX/XX/ as far as I can recall when we started asking for help and here we are in XXXX and still no response. Not even a guidance from them. All they keep sending is late payment notices but nothing in relation to loan mitigation.
|
| 02/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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Guaranteed Rate is in violation of RESPA for payment of escrow to XXXX XXXX in the amount of {$4000.00}. The closure for re-financing occurred XX/XX/XXXX ( see attachment of Closing Disclosure ), and still the escrow has not be transferred to XXXX XXXX. For this reason, my mortgage payments have gone up {$310.00} per month ( see attachment of XXXX notification of increased mortgage payment ).
I contacted Guaranteed Rate on multiple occasions with no written response acknowledging the above. The first written communication I sent them is dated XX/XX/XXXX. To date, the Guaranteed Rate officers that have not bothered to confirm in writing the issues detailed above are : 1 ) XXXX XXXX XXXX XXXX Supervisor XXXX O : ( XXXX ) XXXX - F : ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, and XXXX XXXX XXXX, IL XXXX XXXX XXXX XXXX XXXX Team Lead/Loan Servicing Coordinator XXXX O : ( XXXX ) XXXX - F : ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, and XXXX, XXXX, IL XXXX I did contact XXXX about this issue, and opened a complaint, complaint number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX
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| 04/13/2020 |
Yes |
|
- Trouble during payment process
|
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Web |
Servicemember |
|
My husband and I closed on our house on XX/XX/XXXX. Based on my husband 's VA XXXX status, he qualifies for a real estate exemption in Maryland. We could not apply for the exemption until we closed and owned the home. We immediately submitted the necessary paperwork and the county sent us our property tax exemption form on XX/XX/XXXX. We had problems during the loan servicing process with misapplication of our initial payments and the SVP of Loan Servicing reached out to me after my prior CFPB filed complaint against this company - stating that he would personally see this is taken care of. I have reached out to him directly multiple times since this conversation and he claims that he has submitted the request to his team several times and doesn't understand why it hasn't been processed. The impact to this request is twofold : ( 1 ) it will reduce my monthly mortgage obligation and ( 2 ) it will prompt an escrow refund of a fairly sizeable amount of money. To continue to charge me for real estate taxes and to fail to refund my money back from escrow which we are exempt is criminal.
|
| 10/06/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
My husband recently retired from the military and received a 100 % XXXX rating from the VA. In our state, this entitles us to no longer have to pay property tax. Our mortgage company is refusing to apply this to our account because our county won't provide a " tax bill '' showing a XXXX balance. Our county has issued us a letter stating that we are no longer required to pay the tax and are exempt for 2021 and going forward. However this is not good enough for the mortgage company, which is ridiculous, because a bill is not going to be any different than a letter. They refuse to talk to us on the phone about the issue, won't call our county to verify and basically just want us to keep paying the property tax amount which is going into our escrow account and won't be used. They have not provided any way other than a XXXX balance tax bill to resolve this issue, but our county has told us that they don't even generate bills for those who don't owe property tax, so there will never be a way to provide the information they are requesting. I am so frustrated trying to deal with them.
|
| 01/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
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Web |
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I applied for mortgage refinancing through XXXX XXXX XXXX XXXX and my application was transferred to XXXX and I was approved and my rate was locked on XX/XX/2021. After going through the underwriting process I was told that everything looks good and they ordered the appraisal on my behave and it came back and was accepted on XX/XX/2021. Everything looked good till then, when I got an mail from the loan officer that there is a lien on the property for the city of XXXX that needs to be paid off as part of the financing process. And that was never brought to my attention by them before ordering the appraisal and my understating is that lien is due upon selling the house not refinancing. And as I explained to her that I don't want to pay that off now and sounds like it cant be processed on the terms and amounts we agreed on, then I am asking them to reimburse me for the appraisal fees amount since it was never explained to me before ordering the appraisal otherwise I wound not proceed. And this is not the right way to do business and you should be responsible for your mistakes.
|
| 11/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
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|
Web |
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Hello. My name is XXXX XXXX. I was going through a trial modification package through guaranteed rate and loan solution center.com. They offered me a flex mod plan of 3 payments at {$3100.00} for XXXX, XXXX, then XXXX. If I made these payments by the last day of the month my mortgage would turn into a 40 year mortgage at 4.75 % I sent the following but got no response : I just got notice that my loan is changing numbers and servicing addresses. How does this affect my modification trial? I want to send in my 2nd payment that is due by the end of XXXX but am unsure where to send it so I do not default. I am also trying XXXX for assistance. When I log into the new website it is telling me I am basically in foreclosure, but I was previously offered the flex modification plan.
Info I was sent two weeks ago Original Loan # : XXXX Property : XXXX XXXX XXXX XXXX XXXX, IL XXXX When will this change occur? XX/XX/2022 How does this affect me?
You have a new Loan Number : XXXX The payment address is changing : New Payment Address XXXX XXXX XXXX XXXX, GA XXXX Online Payments XXXX
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| 10/22/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American |
|
Guaranteed Rate lender delayed my application. I had to constantly probe into its status. When they finally did contact me they denied the loan based on information I had given them from the start. This delayed my application, resulting in an opportunity cost of not continuing with other lenders, and has also caused the one month credit check report to lapse which means when I apply with another company a hard credit check has tbe rerun.
I had informed them I had a duplex. I told them how much rent I was getting from the rental unit ; that I and my son lived in the main unit but also that there is rent from the main unit as it is near the campus and being a large home its extra rooms are rented. They did not take this information into account to figure out my countable income. After a long delay they finally said the rental income from my own owner occupied unit is not counted hence not meeting income to debt ratio.
Their non-responsive, un-informing, uninformed approach has cost me delays, hence costs and a lowered credit score due to thirty day lapse.
|
| 01/05/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Settlement process and costs
|
|
Web |
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Here is what happened with Guaranteed Rate was dissatisfying. Here are the reasons : 1. The main reason I went with Guaranteed Rate was due rate. I was offerred 3.375 % on XXXX ARM loan, where in I had signed the paper work. A week before closing, I m told from Guaranteed Rate that I need to have 12 months reserve! Guaranteed Rate personnel - XXXX XXXX ( VP ) & XXXX XXXX ( Guaranteed Rate ) very well knew my financial position & per them, they OVERLOOKED the reserves! How can someone be so careless? All they wanted was to BAIT me to go for 30-yr fixed at 4.125 %!
2. After changing the loan program to 30-yr fixed, I was told I would get {$3000.00} as lender credit, which showed up in GFE on XXXX XXXX 2015 in Buyer 's statement. On the closing day, XXXX XXXX 2015, the credit vanished!! Upon asking, Guranteed Rate, came back saying they are not making any money & was taken off 3. From no where, on the day of closing, I was asked to show {$5000.00} as gift as Guaranteed rate " thought '' I was short by looking at previous statements & NOT the current statement
|
| 02/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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Guaranteed rate is the originator of my mortgage and it is being serviced by XXXX XXXX XXXX XXXX ( Servicer for Guaranteed Rate ) Account # XXXX. My payments are not being being posted to my account in a timely manner. My payment for last month was credited to the wrong account and the error has still not been corrected despite numerous phone calls and messages thru the secure message app on the servicer 's website. I am concerned that my credit report and credit score will be ruined by this company 's errors on my account. My monthly payments are taking a very long time to credit to my account. I am now sending the payments very early in hopes of getting posted to my account on time but to no avail. I have really GOOD credit and I don't want it ruined by appearing to not be making my mortgage payments ( even though my bank statements prove otherwise ). I am making timely payments and should not suffer the consequences of this company 's inability to post payments to the proper account. Thank you for any help or advise you can provide to me.
XXXX XXXX
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| 06/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
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Hello, Re : XXXX Hello, In late XXXX, my wife and I reached out to Guaranteed Rate to refinance our current house, as rates were great and want to take an advantage of that. Initial conversation were ok, as I quickly collected all required documents to start this process, and within a few days we had everything ready. At that time I was advise that this should not take long. On XX/XX/XXXX we got an email from Guaranteed Rate that our loan was conditionally approved, and conditions were : subject to accept by Guaranteed Rate, and for them to obtain clear title report. With only two small items we were further advise that we will close the loan by XX/XX/XXXX, felt long time but I accepted that information. Around XX/XX/XXXX I have emailed Guaranteed Rate and followed up with a phone call asking for status. Again around XX/XX/XXXX I did the same, email and phone call, both time leaving messages to call me back, still no respond from Guaranteed Rate. Now almost every few days I do the same with no response ....
People involved : XXXX XXXX,
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| 03/04/2020 |
Yes |
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- Trouble during payment process
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Web |
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On XX/XX/2020 I mailed check XXXX to Guaranteed Rate mortgage company for the amount of {$2100.00} which is the full amount. It was cashed before the amount was due on XX/XX/2020. The payment was due XX/XX/XXXX.
Guaranteed Rate sold the loan to another company named XXXX XXXX. They wired the payment to XXXX XXXX.
It has been 34 days and neither company knows where the payment is. I now have a derogatory mark on my credit. I signed up for auto pay and they would not take the XXXX payment out of my account. I had to call and give them my banking information and pay an extra {$20.00} to make the payment.
I have had conference calls with both companies and their response is everything will be ok. I have spoken to my mortgage broker multiple times and asked him if I should make another payment as soon as I found out which was before it went on my credit as a late payment.
I have went to full lengths to resolve this issue with no success. My credit is very important to me and this is unethical behavior.
Attached is a copy of the cashed check.
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| 09/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I closed on my mortgage on XX/XX/2022. In the closure agreement it states that as part of the closing cost, {$400.00} would be needed for the escrow account. There after {$220.00} would be charged per mortgage payment to go into my escrow account for taxes. To be clear, monthly principal and interest would be {$1000.00} plus {$220.00} for the escrow and {$44.00} for the home insurance would be charged for a lump sum of {$1300.00}.
My payments started in XXXX and I have not missed a single payment. There should be a total of {$1000.00}.
On XX/XX/2022, I received notice of a property tax for {$1100.00} due on XX/XX/XXXX. I contacted my mortgage lender and they affirmed that they will pay it. On XX/XX/2022, I received notice that the tax had not been paid.
After going back and forth, they claimed that I had no money in the escrow account and the can charge me more and make the tax payment. However, my paper bills show that my escrow account was funded.
I am reporting this because they have mishandled my escrow account in some manner.
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| 09/27/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I submitted an online application to GuaranteedRate.com, including my social security number and authorization for a credit check, on XX/XX/2018. I never received a response about whether I was eligible for a loan.
My understanding is that the lender is supposed to provide a loan estimate within three business days after I apply. I followed up multiple times with the lender and never got a yes, no or maybe.
I heard back from the loan broker on XX/XX/2018 requesting some documents, which I provided on XX/XX/2018. I then followed up several more times and each time the broker said he'd get back to me " within 24 hours. '' I made my final request for information on XX/XX/2018, and was told they would get back to me " today. '' I understand that not everyone provides good customer service, but this is very upsetting to me because now I have an inquiry affecting my credit score for one year, and nothing to show for it. Furthermore, the inquiry undoubtedly caused my score to drop which affects my ability to get this loan from someone else.
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| 05/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We paid off our mortgage on XX/XX/2021 and still have not received our Escrow that is due back to us as of XX/XX/2021 from Guaranteed Rate. We have contacted several people at the Mortgage company several times over the past two weeks and no action has been taken to get this resolved. I have sent a formal complaint to the company involved today and there only response is that it will take another 5-7 days plus shipping time for us to received our money. I do believe that this Mortgage Company, has 20 business days to refund our Escrow. We have made calls, sent texts, and now emails, of which I have full record, of asking about this and we keep getting the runaround and told to keep waiting. We have phone records to show our first time calling about this problem was XX/XX/2021. We have continued to inquire via phone, text, and email since then. Given the consequences we would surely face if one of our mortgage payment was delayed like this, they would not afford us an ounce of patience. I expect them to be held to the same standard.
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| 07/21/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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Web |
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I have requested pre-approval letter for my mortgage. I have permitted my lender to run credit inquiry for that and he ( Guaranteed Rate ) ran credit one time on XX/XX/2021 ( XXXX XXXX ). But on my report one more inquiry shown on XX/XX/2021 which I did not authorized and it was failed somehow. So, I tried to contact all three bureau XXXX, XXXX and XXXX. I only got response from XXXX but I am not satisfied with their answer. However, I did not get response from other two reporting agency and its hard to reach them and also they don't provide service online as XXXX provide. So, my ultimate goal is to remove unnecessary wrong inquiry from XX/XX/2021 and keep from XX/XX/2021 which is valid.
My other half ( my co-borrower ) and I requested pre-approval letter same time and we both faced same issue. XXXX removed inquiry from his report and waiting for other two to remove from report. So, I tried to reach directly to them to resolve issue without complaining on this platform. But it was really really tough to reach them over the call.
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| 09/25/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Nature of Dispute : I would like my VA loan service to accept my payment in full via the online process they provided because I paid in full and early. I am afraid Guaranteed Rate is trying to make me default on my loan and charge me late fees by not accepting the payment that they said I can make.
Commitment : On XXXX XX/XX/2021, XXXX XXXX, the Loan Servicing Coordinator of Guaranteed Rate, sent an e-mail saying I can pay online for my XXXX XXXX mortgage payment. I have an e-mail for record.
Money Amount : On XXXX XX/XX/2021, I logged onto XXXX XXXX XXXX with my loan interim loan number. I paid {$2400.00} for my mortgage that is due on XXXX XX/XX/2021 with the online process. I confirmation of the transaction for record. The confirmation # is XXXX.
Dispute not resolved : On XXXX XX/XX/2021, a person from Guaranteed Rate using the phone number of XXXX left a voice mail for me to call back. I returned the phone call at XXXX and Guaranteed Rate informed me that they are refusing my online payment that I made XXXX XX/XX/2021.
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| 09/18/2019 |
Yes |
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Web |
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We were suppose to close on my loan the XX/XX/XXXX, we were told on the XX/XX/XXXXthe agent no longer is with the company and neither of his boss and has been gone for a week so no one got back to me. I was under the impression we were all good and then I hear we will not close In time so I need to reschedule for furniture to be delivered and house services such as WiFi cable and electricity. This is not okay I had everything set up, all ready to go. Had movers a truck and now I have to pay fees for switching the day or get stuff delivered my current place as well so even more stuff to move. I also have to stay here a week longer which that will be an additional cost. It was completely unprofessional, I had no one try to make it right with me at all. Just saying we are working on getting you all done. I said I think I just want to go a different direction and they were completely fine. Like my business means nothing. I would have stayed with the company if they tried to make things right but there was no effort.
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| 06/15/2018 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I have submitted EVERYTHING requested of me in the processing of this loan. Thus, meeting FHA guidelines. The underwriter has unjustly disregarded my current base salary XXXX income and has stalled the processing for my FHA loan application. I have improved my financial situation by obtaining a new job which pays substantially more than my previous self-employed business and my business experience in Entrepreneurship/upper management carries over. Underwriting wants me to wait 6 months which isn't an FHA guideline from all the research I done.
I feel like I am not being given the same opportunity to qualify for a mortgage as other borrowers are. I have never had a gap in my employment and my current XXXX income should be used. I provided an offer letter and the VOE has been completed by my employer. I have been paid and I have provided my paycheck stub as required. In fact, I have met all conditions and the underwriter is bias and applying his/her personal agenda vs. applying the guidelines that are set forth.
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| 03/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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I have called my mortgage servicer Guaranteed Rate ( XXXX ) multiple times to verbally testify to financial distress related to the COVID-19 outbreak and they refuse to speak with me. When I call now my calls are disconnected automatically.
The website as well as the automated message at the beginning of the call instruct me to apply for hardship assistance through a separate website ( XXXX ), which I have done, but after applying I discovered that I must submit multiple documents in order to show financial distress. Based on comments made by XXXX XXXX, the director of the Federal Housing Finance Agency, which oversees XXXX and XXXX, it is my understanding that people in financial distress because of the coronavirus can just verbally testify to that over the phone with their lender.
This is not the case with Guaranteed Inc, and for this reason I am filing the current complaint. I believe they are intentionally not answering phone calls in an attempt to prevent borrowers from asking for hardship assistance.
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| 09/26/2017 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I was completely misled about the services Guaranteed Rate ( " GR '' ) was able to provide.
I began the refinancing process in XXXX on an investment property and was very upfront on the particulars of the transaction I was looking to undertake. Specifically, I let the lender know that I was refinancing an investment property that had been purchased a few months earlier ( XXXX XXXX ) in an all cash transaction and that I wanted to refinance to get take some equity out of the property and redeploy it into another project. I was assured that GR could handle this and proceeded to apply for a loan only to have my terms changed and delayed time after time to the detriment of my business and personal credit. The process was incredibly disorganized, opaque and basically made it clear that GR was NOT able to provide the financing they claimed the could and that they were not dealing fairly.
It is important that other investors / borrowers know that Guaranteed Rate is misrepresenting their abilities as a Lender.
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| 12/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Guaranteed Rate denied a loan application to finance the purchase of a condo unit.
The denial letter stated XXXX reasons for denial without giving any more details : A. Inadequate Collateral Unacceptable Property B. Inadequate Collateral Insufficient Data - Property The denial letter did not provide any LOX or options for reconsideration.
Guaranteed Rate stated in an email that the property appraised at the purchase price. How can the collateral be inadequate when the condo unit has already appraised for the purchase price?
When probed further, Guaranteed Rate stated they required the insurer of the condo building 's master insurance policy to provide their Replacement Cost Calculator. The insurer pointed out that the loan is for the purchase of one unit in the building. The building does have master insurance policy and it was provided to the lender.
Can a lender require the association 's insurer to provide Replacement Cost Calculator as a precondition to approve the loan?
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| 03/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I applied for a refinance in early XXXX. I submitted all relevant docs, signed disclosures, and locked in a rate. The company was bought out in XXXX. I was told that I had to start the process over and has to resubmit docs. I was also told my rate would not change. Since then there had been little communication. A few weeks ago I was told my loan was going to underwriting and it would take a few days. I email daily for updates with minimal response. I still have no close date. I was also told that my loan was being handed over to another department for next steps. The loan officer could not tell me the name of the person who was taking over my loan. I dont know whos in charge of my loan or where I am in the process. I am unable to spend my money in my back account and this has been holding up various projects as well as a car lease that I need to pay off. I have lost all confidence in my mortgage team. I am also increasingly concerned that after all time someone has lost my loan.
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| 08/28/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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I was working with a mortgage broker, XXXX XXXX, in XXXX to get a pre approval. I gave him permission to pull my credit to approve me. Yesterday we reached out to speak about next steps on getting a mortgage commitment. We were asking questions about needing a survey and instructions his lender has for the process. He started talking about rates and I said I would need to talk it over with my fiance about our options. I specifically asked him not to run my credit as we were still discussing through options and needed to read paperwork he sent over. I also sent him an email to send me more information on different types of rates. He then ran my credit without my permission and is saying he did not. I looked at my credit report and it says it was pulled by his company Guaranteed rate twice. ( 1 ) XX/XX/XXXX was approved. ( 2 ) XX/XX/XXXX was not approved. I would like to dispute this credit pull and also report him for misrepresenting that he pulled my credit without my permission.
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| 07/13/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Settlement process and costs
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Web |
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I applied for a mortgage refinance with Guaranteed Rate, Inc in order to refinance my primary home ( XXXX XXXX, 2016 ). During this time I worked with a mortgage banker for their company in order to get a good rate for refinance.
In the course of doing business with them, it came a time where the company refused to give me an updated Loan Estimate unless I completed a {$400.00} appraisal deposit to " move to the next step in the process. '' I paid that fee ( XXXX XXXX, 2016 ) and still was not able to receive the updated Loan Estimate. Due to this I decided to cancel my application with the bank and go with another provider who was more willing to work with me.
After I cancelled my application with them, I was told that I would receive back my deposit, as the appraisal was never completed. I was told that it typically takes up to a week to receive back the deposit. As of today ( XXXX XXXX, 2016 ) I have yet to receive back the {$400.00} that I paid in deposit to this company.
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| 08/14/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
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Web |
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In XX/XX/XXXX we entered a forberance plan with Guarenteed Rate. According to the CARES act if the loan was in good standing when we entered the forberance plan, then the lender would continue to report the same status during the forberance period. Our loan was sold to " The XXXX XXXX XXXX XX/XX/XXXX.
" Guarenteed Rate '' reported my loan as 120 days late therefore violated the CARES act provisions on forberance.
Due to the delinquency, it caused irreprable damage to my credit affecting other credit lines including my care credit card which was set asside for an imminent medical peocedure.
I've contacted guarenteed rate over the phone twice and both cuatomer service agents agree my loan should not have been reported past due, the issue was not resolved they did not fix the reporting.
On XX/XX/XXXX I emailed them a request to formally request they update the credit reporting and havw not received any correspondance.
This situation is making this diffucult time worst.
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| 08/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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Email to XXXX XXXX XXXX XXXX XXXXXXXX ) Thanks XXXX.
Hey XXXX, I'm here to point out a problem in your system/process. I and XXXX talked yesterday and discussed a rate that I liked. He promptly sent me documents ans disclosures BUT..
I missed a call from him, I tried calling back which went to 'agent is unavailable, pls press 1 to leave a VM '. After a couple of tries I pressed 1 and the phone kept ringing w/o any opportunity to record message.
At that point I sent XXXX messages on text ( screenshot attached ) as a customer my assumption was signing = locking the rate. I got no reply or a call back yesterday...
... Today after several attempts i was able to reach XXXX. He said the rates increased by .5 points and can no longer honour what we discussed yesterday.
... He was super rude! Accused me of lying ( i don't know why ). Pls take a look and screenshot. I don't what I could have done differently as a customer. Or what you can do here.
Best, XXXX
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| 07/09/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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For tax year XXXX, the mortgage company - Guaranteed Rate - issued XXXX XXXX. The finally correct XXXX didn't arrive until far past the deadline to file my tax returns. The first XXXX XXXX were wrong. The final corrected XXXX was issued after XX/XX/XXXX The lateness caused my tax returns to be amended. I forwarded the bills to get reimbursement for my amended returns on XX/XX/XXXX and the last update I received on XX/XX/XXXX was " Your request for reimbursement was declined because you filed a claim for too much money so the committee declined to give you any reimbursement but I'll keep trying and escalate it further. ".
Breakdown of claim : personal return XXXX {$450.00}, XXXX XXXX {$400.00} XXXX XXXX {$170.00} Times XXXX for my time ( as we previously discussed ) {$1000.00} TOTAL CLAIM : {$2000.00} My position is taking over two months to obtain the money they owe me unreasonable and the need motivation to be compliant with the law from a regulatory agency.
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| 04/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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My mortgage company, Guaranteed Rate, has managed to mis-step every aspect of this loan. I submitted a complaint earlier this year as they were taking my monthly payments yet not allocating them to my account and subsequently sending me default notices. Thanks to your help that issue was fixed. However, despite them now allocating my monthly payments which include P, I, Insurance, and Property Taxes, they have managed to include the wrong tax info on my account. As a result they have not paid my taxes for two quarters ( so I am once again in default for this mistakes ) and they have been sending my escrow money to pay someone else 's property taxes. I have reached out for assistance in fixing this problem and have had no luck. And, they have now sent out another incorrect payment and missed another quarter 's taxes despite me reaching out and notifying them ( including sending them the latest XXXX of XXXX tax invoice showing all the details ).
Please help!
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| 03/24/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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I applied for the MD HAF program. MD Homeowners Assistance Fund in XXXX of XXXX. I submitted all my documents to the MD HAF program. MD HAF requested documents from my Loan Servicer Guaranteed Rate on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX of XXXX. I've called Guaranteed Rate several times and was told that the documents were sent to the MD HAF program. MD HAF has stated that Guaranteed Rate has not sent the required documents requested as of yet and MD HAF has requested the documents be sent from Guaranteed Rate on multiple occasions. Guaranteed Rate is delaying the processing of my MD HAF application in order to prevent foreclosure. Due to Guaranteed Rate and the lack of response by not replying to MD HAF in a promptly matter on the several dates requested for the documents to be sent this is delaying the processing of MD HAF application and this is adversely affecting my credit score.
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| 04/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Guaranteed Rate paid taxes for another property, not mine. They issued escrow analysis based on the incorrect taxes ( for the other property ). I have been asking since XX/XX/2020 for resolution with no results. Had to pay my own taxes to the the county to avoid having a lien put on my property. They asked for additional escrow which I dont owe, ( again related to the incorrect tax amount paid ). Have sent certified letters, spoken to at least 10 supervisors, been promised return phone calls and emails, but no one calls back. All I get is we are working on it. I have continued to pay my mortgage, taxes and escrow based on the amount before they made the error. Latest they deposited the check and marked it escrow. Received an email saying I have not paid my mortgage and put a late fee on my account. They had my tax money all along, it was their error and still did not pay my taxes. Im reporting this abusive behavior by Guaranteed Rate.
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| 04/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XXXX, I refinanced my mortgage. In XXXX, I owed a payment to XXXX XXXX. I mailed that payment but XXXX XXXX applied it to the wrong account somehow. In XXXX my loan was sold to XXXX XXXX. I sent them a check in the mail and they sent correspondence saying that I still owed a payment. The XXXX payment to XXXX XXXX and the XXXX payment to XXXX XXXX both cleared my bank. At that point loan care said that they wire transferred the payment to XXXX XXXX. I had written confirmation on XX/XX/XXXX that the payment was transferred. In XXXX, my loan was sold again and this time to XXXX XXXX XXXX. XXXXXXXX XXXX reported that one payment was still missing and it was reported to my credit report so I sent them a double payment in the month of XXXX. Despite numerous emails back-and-forth and many hours on the phone, none of these three companies is crediting me for that payment.
My name is XXXX XXXX and my phone number is XXXX. Please help!
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| 05/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I applied for a mortgage refinance with Guaranteed Rate on XX/XX/XXXX. On XXXX an appraisal was order on my property. The appraisal was conducted on XX/XX/XXXX. The appraiser sent the appraisal to Guaranteed Rate on XXXX. I requested a copy of the appraisal from Guaranteed Rate on XX/XX/XXXX and they denied they had it. On XX/XX/XXXX Guaranteed Rate informs me they have the appraisal, that it came it low but they still do not send it to me. On XX/XX/XXXX they add 3 points to the loan and change the loan amount. On XX/XX/XXXX I canceled my application. On XX/XX/XXXX they try to send me a copy of the appraisal, in the email it says " Per ECOA we need proof you have received your appraisal before we can complete the application withdrawl ''.
By withholding the appraisal they did not afford me the opportunity to check for error and omissions and possibly challenge the appraisal. I feel like this was a bait and switch situation.
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| 09/19/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Application, originator, mortgage broker
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Web |
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I contacted a company by the name of Guranteed Rate XX/XX/XXXX and was assigned a mortgage person by the name of XXXX, who advised me that combining XXXX mortgages would not be a problem and at the time I had an Excellent rating on credit. I submitted all the documents requested over a two month period then was asked to have my wife get put on the loan and I did that also, this turned into in excess of XXXX months of back and forth with this lender, who by the way did XXXX Hard Hits on my credit report lowering my credit, and when I asked XXXX why she said that is common, emails for proof. This company also over charged me for my home appraisal which I informed XXXX of but she said I would get that refund at closing. Last week they told me that I was NOT getting approved after several emails telling me I was. Minimally I want my Full Appraisal fee returned and would like to pursue this complaint against this Guranteed Rate
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| 08/04/2021 |
Yes |
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- Trouble during payment process
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Web |
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I purchased a home and the closing date was XXXX. I was given 2 temporary payment coupons to use until my account was finalized. I sent a check on XX/XX/XXXX for my XX/XX/XXXX payment. The check did not clear and my mortgage was transferred to XXXXXXXX XXXX. I was forced to make another payment to XXXXXXXX XXXX so I would not be in default. That payment was made online on XX/XX/2021. THEN the check cleared from my original lender ( Guaranteed Rate ). That payment was not forwarded to XXXXXXXX XXXX and now I am owed one months payment. I have made all payments to XXXX XXXX since then- on time. I have called Guaranteed Rate customer service over ten times. With long hold times and multiple call transfers.. I even had a conference call with XXXX and Guaranteed Rate on XXXX. The result of which was : " payment transfers can take a long time ''.
I can, and will, provide all documentation and notes from ALL of my calls.
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| 03/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
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On XXXX XXXX, XXXX I was notified by my county that our county tax bill was many months past due and a lien was about to be place on our property. I immediately paid the XXXX tax bill plus a late fee out of pocket even though our taxes are escrowed in our mortgage loan. I quickly called Guaranteed Rate and provided them with a receipt of my payment for a refund, but they have failed to provide a refund in the following 6 weeks. A case has been escalated multiple times to their Tax resolution department, but has been closed twice now with the company finding that they do not owe us a refund because the details are being improperly communicated internally. XXXX continues to " escalate '' the case and promise to call back with a resolution, but we have never heard from them and have spent countless hours on the phone trying to resolve the issue. I am unable to speak directly with anyone the case is being escalated to.
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| 03/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I have worked very hard to improve my credit and had submitted all required documents for an application for a refinance. Having had no communication with the loan officer or the company, I emailed to inquire of the status and was given a curt reply that informed the loan officer is no longer there. I was not given the status of my loan and no other option for contact. As a business professional, I understand turnover and contacts, but as I had still filed all the necessary for a loan through the company, am I not required to receive a decision one way or the other? As an individual who works very hard and always extends common respect and courtesy to others, I am extremely disappointed and discouraged. It conveys clearly that my loan is no longer a matter of concern, and I am understanding of this, but I would like to have been treated professionally and at least given an option as to who I could possibly talk to.
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| 10/12/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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XX/XX/XXXX I purchased a property at XXXX XXXX XXXX XXXX, IL. XXXX. The lending company was Guaranteed Rate. In XXXX of XXXX I began the process of refinancing my mortgage with another lender. It was at this time that I learned there was a deliquent tax bill for this propery that was due. The property has two parcel numbers. Somehow the lender ( Guaranteed Rate ) didn't pay the tax bill on one of the parcels and there are now deliquent taxes for XXXX, XXXX. I have the warranty deed from the closing that clearly shows 2 parcels which I had to forward to Guaranteed Rate upon their request. I've been working with Guaranteed Rate since XX/XX/XXXX to get this rectified and this is hendering my ability lock in an interest rate with another lender. Also whatever penalties are associated with the deliquent taxes should not be my responsibility nor should my escrow account be penalized due to their over site.
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| 03/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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I had prequalified with XXXX according to their screening process, provided all financial information of my income, recurring debt and salary history, XXXX payroll documents to see if a could prequalify for a refinance and lock in a rate.
Even had emails and text messages with the XXXX of XXXX, XXXX XXXX helping me to get my application going. Everything was set and approved to proceed according to all paperwork need and credit report pulled.
The rates were at XXXX for a XXXX year refinance and was ready to proceed with document signing. By XXXX to late XXXX, the rates changed and get the impression that XXXX had changed its mind internally to find ways to cancel my locked rate and sell me another loan at a higher rate with higher fees on the last day the loan had expired, or so they said it was expired.
I have email and documents of the paperwork approvals and loan agreements of my claims.
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| 12/08/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
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Web |
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XXXX XXXX, a loan officer for guaranteedrate.com quoted a mortgage loan to me over the phone that would come to a total closing cost of {$8500.00}. When I received the loan estimate, it showed that we would have to pay {$11000.00} in closing costs. Because the costs of the loan were much different on paper than what XXXX had quoted me over the phone, I did not sign any papers authorizing his company to go forward with the loan. I immediately requested that all services be cancelled so that we would not be charged for any services from guaranteedrate.com. However, XXXX claims that I owe his company {$150.00} for an application fee and {$300.00} for the appraisal of the home. However our real estate agent and the seller 's real estate agent both confirm that no appraisal of the home has been conducted. Nor were they contacted by any appraiser so that they could begin working with the property.
|
| 04/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I have notified my mortgage company ( Guaranteed Rate ) several times that the property tax assumption on their websites is inaccurate for my duplex. In short, the city incorrectly classified my property as a commercial property and I have since had it re-classed back to residential. The current property taxes owed are almost half of what they have listed on their site. They have yet to change that information and my payment is almost $ XXXX more a month than it should be due to this inaccuracy. At my last verbal conversation with them, I said I am refusing to pay my mortgage until they fix this issue. So far the mortgage isn't late, but if they don't fix it by month-end it will be. I want to pay my mortgage, but I want the payment to be correct based on the right tax rate. I also want them to refund the escrow overage as a result of the inaccurate escrow assumptions on their site, ASAP.
|
| 06/25/2018 |
Yes |
|
|
|
Web |
Servicemember |
|
In XXXX of 2018 I was introduced to XXXX XXXX of Guaranteed Rate by my Then Real Estate Agent XXXX XXXX XXXX because his wife is a manager there. The lender asked me to put a XXXX charge on my charge card for an appraisal ... but pursuant to XXXX XXXX '' The lender will request an appraisal straight from the VA website. VA will then select an approved appraiser.. Then on XXXX XX/XX/2018, XXXX XXXX my then real estate agent sent me an email saying for me to go to my email an electronically sign a closing document.Upon reading the form I noticed that the lender was charging me the funding fee.. Pursuant to XXXX '' Veterans receiving VA Compensation for service connected XXXX do not have to pay funding fee. '' I HAVE A PERMANENT AND TOTALLY XXXX VETERAN..PLEASE NOTE THE CLOSING DOCUMENT STATED ... XXXX WAS DUE FROM THE BORROWER AT CLOSING.. BUT I WAS ONLY PRE-APPROVED FOR XXXX DOLLARS..
|
| 10/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
My XX/XX/2020 statement for a mortgage loan from Guaranteed Rate Inc. indicated they had not credited the payment I sent to them in XX/XX/2020. I sent them a letter on XX/XX/2020 asking them to correct the error they made.
I received a response from them on XX/XX/2020 stating they had found the payment I made and applied it correctly. They also stated they were crediting all late fees and no negative credit report had been filed.
Since receiving that letter I continue to get collections letters from them. I also have received 2 separate billings for the month of XX/XX/2020 that continue to add late fees.
Despite numerous phone calls to Guaranteed Rate Inc. they still have not corrected their error.
... ... ... ... ... ... ... ... ... ... ...
.
|
| 03/26/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
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|
I have reached out to factual data to remove a hard inquiry from my credit report on XX/XX/2021 that I did not request or authorize. XXXX XXXX claim to have sent a request to the credit reporting agency 's to remove the inquiry. However the request was for a soft Inquiry removal when it was a hard inquiry in my credit file. I have provided requested information to XXXX XXXX and Guaranteed Rate that I did not authorize any loans with Guaranteed rate. Then I was informed it would be removed, and it has not. XXXX XXXX and Guaranteed Rate is responsible for this issue, and it seems that someone intentionally requested a Mortgage using my name, and Identity which is fraud. XXXX XXXX and Guaranteed Rate also failed to validate my personal information that was used without my authorization or consent. I'm requesting this hard inquiry to be removed from my credit Immediately.
|
| 03/15/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
THE FIRST PROBLEMATIC ACCOUNT IS 1 ) GUARANTEED RATE/XXXX ( XXXX ) XXXX XXXX # XXXX OR GUARANTEED RATE INC. ( XXXX XXXX/ XXXX # XXXX AMOUNT {$0.00}. THIS ACCOUNT IS INACCURATE AT THIS POINT ITS FRAUD, THEY REPORTED AN ACCOUNT AS BEING LATE WHEN IT WAS WITH A WHOLE DIFFERENT COMPANY. NO FEEDBACK WAS NEVER GIVEN BECAUSE THEY WRONGFULLY REPORTED LATES TO MY ACCOUNT ( ACCOUNT WAS IN DEFERMENT/FORBEARANCE ). XXXX AND XXXX NEED TO REMOVE FROM MY FILE IMMEDIATELY. THE NEXT ACCOUNT IS 2 ) XXXXXXXX # XXXX AMOUNT {$3400.00}. THIS ACCOUNT WAS REMOVED FROM MY FILE AND REPLACED ON THERE ( I BELIEVE TWICE ). ITS ONLY ON XXXX. I'VE SENT IN A COPY OF AN OLD XXXX LETTER STATING IT WAS REMOVED YEARS AGO. BOTH ACCOUNTS NEED TO BE REMOVED FROM XXXX AND XXXX IMMEDIATELY. I'M GON NA FILE A CIVIL LAWSUIT AGAINST ALL 4 COMPANIES IF THESE ACCOUNTS CONTINTE TO LINGER FRAUDULENTLY ON MY FILES.
|
| 02/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I contacted Guaranteed Rate Mortgage to establish an escrow account for property taxes and insurance in or around the end of XX/XX/2021. After submitting bills to the escrow folks, I was sent two letters to show me the amounts to pay in additional funds for the establishment of impounds to pay hazard and taxes. After another month or two went by, they refunded my money and did not establish a tax account. Only hazard. I have attempted repeatedly to get the account established talked with multiple agents who all professed that they fixed the issue. They lied. I resubmitted additional monies and they booked it as another mortgage payment. Now they service transferred my loan to XXXX XXXX.
Guaranteed mortgage does not honor their agreements and there is no quality control. This is probably worthy of a class action lawsuit as it is apparent this is their business model.
|
| 08/05/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
We purchased a property and escrow closed XX/XX/2021 with a First Payment Due Date of XX/XX/2021. We made our first payment electronically to Guaranteed Rate ( NMLS # XXXX ) XXXX, XXXX ( NMLS # XXXX ) on XX/XX/2021. We have a full bank statement to show the payment was withdrawn by Guaranteed Rate and an electronic confirmation of the payment from Guaranteed Rate. As of today XX/XX/2021 Guaranteed Rate claims they can not find our payment and are refusing to accept further mortgage payments. We are being FORCED INTO DEFAULT by Guaranteed Rate REFUSING to accept our next payment. As of this XXXX PST on XX/XX/2021, Guaranteed Rate claims they still have not found our XXXX payment, refuse to accept further payments and have sent us to collections. Unbelievable!!! I have spent the month of XXXX and the first week of XXXX calling to follow up only to be transferred around.
|
| 10/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Payment process
|
|
Web |
|
|
The mortgage company guaranteed rate is making it difficult to pay my mortgage. I want to pay a large sum of money on my mortgage and recast the mortgage. Tthe compay is not offering payment options that enable me to do this. When I called the company told me that I could not recast the mortgage until it was " sold '', which will take 90 days forcing me to make 3 months at the higher payment. This is NOT what they told me when I purchased the mortgage. They will also not provide a way to pay {$200000.00} dollars that feels secure. They sent wire instruction in a random email with no logo on the message and no way to verify the sender.
The primary job of a mortgage company is to take payments. A mortgage company needs to provide customers and easy way to make payments and pay off their loans. Interest rates are high and adding barriers to payment costs me money.
|
| 12/07/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/2022, XXXX transferred my home mortgage to Guaranteed Rate. Guaranteed Rate has twice sent me correspondence adjusting the escrow payment made. In the first letter, it advised it would be sending me a check for approximately {$1200.00} for overpaid escrows. That check never came.
Shortly thereafter, Guaranteed Rate sent me a letter advising that my escrow would be increased every month by $ XXXX, and that they would be adding hazard insurance to the escrow. I called them XXXX times. On the third call they acknowledged they had not received information about my insurance, and that once it was received, they would decrease the escrow payment to the original amount, starting XX/XX/XXXX. My insurance agent ( XXXX ) sent proof of insurance. Guaranteed Rate has not decreased the mortgage amount due, with the additional, incorrect escrow amount.
|
| 08/19/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Guaranteed Rate services my home mortgage. I have attempted for over 4 months to process a PMI removal for my home. I completed an application for PMI removal, and made payment on XXXX XXXX for the appraisal. I have followed up via phone 4 times afterwards to inquire about the status of my appraisal and had multiple issues. The first issue was stated that the payment I made was applied to my loan principle. After weeks of calling, that was reversed on XX/XX/2716. I also mailed another paper check explicitly for the loan appraisal as a backup source of funds. That check was received and processed on XXXX/XXXX/16. I was told over the last two weeks that my appraisal was imminent and that I would be receiving a call from the appraiser shortly. I called again today XXXX/XXXX/16 and was informed that there is no update on the status of this request.
|
| 02/23/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
I have XXXX, and received an alert that my social security number was used by factual data on XX/XX/2021. I reached out to XXXX XXXX to file a dispute that I was told by XXXX XXXX that could take 30 days. I was not aware of the Inquiry by XXXX XXXX nor did I apply for anything online. When I received the report from XXXX XXXX to remove this Inquiry from my Credit report that I did not authorize. I was denied by Guaranteed Rate. Then I was informed that the XXXX XXXX report was authorized by a company called Guaranteed Rate. Then I was informed that this was a Mortgage loan from Online by Guaranteed Rate. Again I did not authorize or apply to any Mortgage Company online. So I have filed an Identity theft fraud complaint with the credit agencies. I'm just requesting this inquiry by Guaranteed Rate, and information removed from my Credit report.
|
| 04/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
On around XX/XX/2020 I applied for a 1st mortgage refinancing and after satisfying all requested information I was told via e mail that the company I was working with XXXX has been acquired by XXXX however my initial rate of XXXX will be honored by the new company and they will start the process with the new company name. I went along and resubmitted most of the documents twice, sometime three times. They requested additional verification to lower my principal balance and I agreed. Now they are asking me to take additional insurance to cover my personal items although my home insurance covers the constructed building including all amenities. Im a medical doctor with a very good credit and all I want to take advantage of the low rate to lower my payment. Now after nearly 4 months I will not be able to secure the 3 % rate with no points/cost.
|
| 05/27/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
My home loan was transferred to Guaranteed rate and they were my loan servicer for 2 months. After that time, my loan was transferred to XXXX XXXX. I continued to receive statements from Guaranteed rate for multiple months despite providing documentation to them showing that the loan had been transferred. I received nothing but promises of resolution with no action. I spent multiple hours on the phone, spoke with multiple people and yet continued to get harassing letters in the mail. My account was sent to their collections department and I continued to receive statements from them with increasing about of money that they stated I owned. When I asked to speak to a supervisor, multiple supervisors were unable to resolve the issue and I was again told that the issue would have to be researched and they would get back to me.
|
| 06/22/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I purchased a new home XXXX, and the Mortgage is being carried by Guaranteed Rate- At closing I told team that I am a XXXX veteran, and I qualified for a tax exemption. I was told once the deed was recorded in my name the exemption could be processed. XXXX County has processed and approved the tax exemption and provided a letter of exemption ; stating that the property is tax exempt. I have contacted the mortgage several times and have been told they require more information, that that cant do a escrow review until XXXX and I would need to wait until the county issues a new tax bill in XXXX of XX/XX/XXXX, several phone calls and multiples answers, all except that when it processes " at least you can request a refund ''.
I am not understanding how I am being told to disregard Illinois Statutes for XXXX veterans
|
| 02/28/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My house significantly increase in value due to the renovations completed on the house. The valuation done by local tax collection department and also a fair value letter that was sent directly by the mortgage company showed that the house almost doubled in value and thus XXXX dropped significantly. Thus, I've reached out to the mortgage company in the beginning of XX/XX/2022 asking to remove PMI. The request is still with the mortgage company with no progress. I also can not get information on what is the reason of the hold up and by when this is going to be completed. Every time I call- which is weekly, they keep moving the date by when they expect this to be resolved. The request has been expedited XXXX weeks ago, but this did not seem to help. Meanwhile I keep paying PMI and I no longer should be paying.
|
| 11/27/2020 |
No |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
Guaranteed Rate mortgage company paid my flood insurance early while I was still shopping for insurance. I found a new flood insurance that was significantly lower yearly from XXXX down to XXXX dollars a year. I had my insurance company fax this to their insurance number XXXX. In the meantime the company went up on my monthly payment from XXXX to XXXX a month. I called them and paid this as they stated they could not redo my escrow for XXXX. I also then paid them the XXXX dollars back on the escrow. They redid the escrow and now say I owe XXXX a month. By my math I should be below the XXXX original payment as I have repaid them. They still state they have not received my new insurance front sheet that has been faxed to them twice. I called again this morning and they stated they still have not received it.
|
| 08/27/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I applied online with Guaranteed rate on approximately XX/XX/21 for a mortgage loan. It pulled my credit and said I was prequalified. It assigned me to a loan officer. I never spoke with the loan officer until around approximately XX/XX/21 after completing all the online steps. I spoke with XXXX XXXX From Guaranteed rate. She told me my credit score over the phone. She stated it was a XXXX. Why the online site would have said I was prequalified with that score I dont know. But I do know I never received a adverse action notice about the decision with a credit score and reporting agency. I never received this from them. XXXX XXXX also inquired about how much money I had for a down payment. She also stated they like. XXXX or higher score. The type of loan I was applying for was a usda loan.
|
| 09/28/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
|
|
Web |
|
|
I received a letter of denial from Guaranteed Rate Affinity. In the letter it reads. Disclosure of use of information obtained from an outside source.
The outside reporting agency is. XXXX XXXX XXXX. This agency listed my credit worthy from XXXX, XXXX and XXXX.
It states under XXXX : Serious delinquency, number of accounts with delinquency.
Under XXXX : Serious delinquency, number of accounts with delinquency.
Under XXXX : Derogatory public record or collection filed, length of time since derogatory public record. collections too short.
I contacted XXXX and I was told to contact XXXX, XXXX and XXXX. Non of what XXXX report to Guaranteed Rate Affinity is true. I received copies of my credit report and none of what XXXX reported is on my credit report with XXXX, XXXX and XXXX.
|
| 09/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
on XXXX Guaranteed Rate , Inc gave me a Final closing discloser with errors in the K calculations and left off information on the Addendum to Closing Disclosure. Debts did not get paid because there was not enough cash to close collected. Cash to Close from borrower was listed as {$37000.00} leaving out {$13000.00}. This was not discovered until after closing. When calling to inquire why debts didn't get paid the three business days after. I was advised to give it more time that the title company needs more time to process those payments. When calling XXXX XXXX, XXXX they advised they were not going to pay those debts because Guaranteed Rate did not provide them with that information. Guaranteed Rate says they made an error on the documents but are not willing to resolve it.
|
| 03/02/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
On XX/XX/2022, at XXXX central, I received a call from XXXX XXXX at Guaranteed Rate Inc. regarding my mortgage application. Of the questions he asked me was about my health. I had taken 2 paid short term disability benefit leave of absences from work for reasons he did not need to know about, but he asked me about why I went on these leaves and if they were for related or the same illness. He stated that underwriting for the IDHA ( Illinois Housing Development Authority ) wanted to know. I thought this was very inappropriate and his tone of voice for this whole conversation was very condescending, and I tried to end the call as soon as possible. I will not be going with this lender for my loan, IDHA or otherwise, because of this discriminatory questioning.
|
| 12/22/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
Guaranteed Rate mortgage has three month in a row said they did not get my payment on time. The first time XXXX was resolved quickly. XXXX check was cashed but them they said it was not received. I sent them a copy of the cashier check ( at my cost ) but it is still not cleared. I paid the next payment by US mail and they say they did not get it and I am in default. I am being charger late fees and I believe they are trying to put me in default because I put XXXX down on the house and that would be profit if they default my loan. This company has been difficulty from the start of the loan process and I am concern this is a standard business practice for them. I have spent 25 hour trying to resolve this between my credit union and call to them.
|
| 11/23/2021 |
No |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I did a FHA loan with City Wide Home Loans in XX/XX/2018. The purchase price was XXXX at a rate of 4.875 and XXXX in costs and they had me bring in {$1300.00} to close. My loan amount was XXXX I have been making my payments and am in the process of refinancing when the new lender calls me to tell me there is a second mortgage on my loan. I dont recieve any statements or make any payments on a second loan. come to find out City Wide did a second loan for 3.5 % of my purchase price, {$7000.00} and liened my home. I don't ever receive any documents about this and now im told the 3.5 % on an FHA loan was only suppose to come from me not a loan, this is against the FHA loan rules. I now have a second on my home I didnt ever know about. Please help.
|
| 03/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I closed on a loan XX/XX/XXXX with Guaranteed Rate.com. First payment was due XX/XX/XXXX. I mailed the payment on XX/XX/XXXX and it cleared my bank on XX/XX/XXXX. The mortgage was sold effective XX/XX/XXXX to XXXX XXXX. The new servicer, XXXX XXXX claims I was late in XXXX because my payment was never sent. I made another payment on XX/XX/XXXX so I would not be reported as late. So far I made 2 payments and XXXX XXXX is getting a third payment on XX/XX/XXXX. What can I do? Guaranteed Rate is the worst mortgage company I have ever dealt with. They pass you around from one department to the next and then tell me I have to go to the original department, servicing. I already waited over 20 minutes for servicing and they want me to start again.
|
| 08/11/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
My wife was diagnosed with XXXX. We contacted loan solution. We never received any formal repayment plan, but on our statements for XXXX and XXXX it said " repayment plan {$2900.00} due '' and " You are currently on an active Trial Payment Plan, '' on XXXX then the same for our XXXX statement. I made the payments for said repayment plan. All of a sudden XX/XX/XXXX I receive an email loan solution has closed my payment plan. My newest statement says {$14000.00} due. There is no paperwork or not communication. I have emailed without resolution. Not to mention I have emailed full authorization for my wife to communicate with them and have the emails, but every time she calls in they say they can not talk to her. What a joke of a company.
|
| 03/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Older American |
|
My mortgage lender, Guaranteed Rate , Inc. made me pay for 4 months of Homeowners insurance payments in Escrow. RESPA states that the max should have been1/6 or 2 months.
My insurance policy is only for any internal losses. The HOA insurance for my townhouse has a policy in place to pay for external damages and loss.
In addition, I only financed 14 % of the cost of the home.
I was also forced to pay for 12 months of insurance at time of closing besides the escrow amount.
The lender 's closing disclosure says that they will charge me every month for my insurance policy.
At the end of 12 months ( XX/XX/XXXX- XX/XX/XXXX ) I will have paid 28 monthly payments for this policy. They are not paying me interest for using my money.
|
| 05/31/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
I applied for a refinance XX/XX/2016 through Guaranteed Rate. They said I was pre qualified for a XXXX refinance. They just needed {$400.00} for appraisal. I was told I was to receive the report same day they received it from appraisal company. That was almost a Month ago. I reached out today about the delay. My mortgage broker said they were n't moving on with the mortgage. Houses in my area are selling between {$300000.00} and {$400000.00}. I told her if she was pulling out of the deal and still had n't provided me with the report, I wanted my {$400.00} back. Her response was they had n't charged me for anything. So, now I am really confused. Most recent email stated " per my request, my mortgage application was closed ''.
|
| 01/30/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
Certified Tracking Receipt XX/XX/2021 XXXX PM ( a day ago ) Topic : Regular Payment To : Customer Service I have mailed proof of payment to : XXXX MXXXX XXXX, XXXX XXXX XXXX XXXX, Illinois, XXXX Tracking number : XXXX I emailed proof to XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ga XXXX XXXX.
My mortgage loan payments are up to date.
XX/XX/2021 XXXX PM ( a day ago ) Topic : Delinquent Payment To : Customer Service This is the information concerning my XXXX XX/XX/2021 payment : AccountNum : XXXX Amount : XXXX CheckNum : XXXX XXXX : XXXX Routing : XXXX DatePosted : XXXX Please be advise I will be making a compliant to the Veteran Administration over the handling of this process. XXXX XXXX XXXX, XXXX XXXX : XXXX
|
| 02/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
We recently refinanced our homes with XXXX XXXX XXXX. The refinance was initiated on XX/XX/2021. The refinance was completed on XX/XX/2021. The loan was paid off in full ( see proof of statements attached ) to our current bank -- Guaranteed Rate, XXXX. and servicer XXXX XXXX XXXX. The receipts show that the principal balance was paid in full on XX/XX/2021. We received updates from our new servicer, XXXX XXXX XXXX, requesting for payments starting XX/XX/2021. On XX/XX/XXXX, we received yet another letter from our old lender/servicer ( Guaranteed Rate LLC. ) informing us that the servicing of our loan is now transferred to XXXX starting XX/XX/2021. We now have two lenders asking us to pay two mortgages on the one loan.
|
| 05/26/2016 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
|
|
Please investigate mortgage loan application # XXXX with Guaranteed Rate. The loan officer, XXXX XXXX and his boss, XXXX XXXX have refused to following federal/state guidelines concerning employment and grant assistance. Specifically, XXXX and XXXX XXXX XXXX, 2016 responses regarding XXXX full time employment requirement are inconsistent with the XXXX income regulations. Guaranteed Rate has misled me ( and Seller ) with pre-approval process. The company has discriminated against me by refusing to honor Indiana 's XXXX XXXX XXXX assistance program. In reliance of Guaranteed Rate 's misleading statements and invalid pre-approval documents, I spent {$450.00} on appraisal fees, and {$3000.00} in down payment expenses.
|
| 07/31/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
Broker created a bait and switch, had multiple errors throughout the process ( APR pricing, closing costs, dates ), requested the same documentation multiple time and intentionally delayed the closing by being unresponsive, unprofessional and unclear.
Through the underwriting process the Broker had several errors in pricing, costs, dates, had several oversights in documentation already provided, requested the same information from multiple sources all in an effort to intentionally delay the process. Broker was also unresponsive for long periods of time.
Ultimately, he intentionally delayed so that he could raise rates and costs.
Bait and switch, pricing and costs transparency, did not operate in good faith.
|
| 03/27/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Our mortgage company refuses to drop our PMI, even though our " Automatic termination date '' has come and gone on XX/XX/XXXX. After we sent verbal and formal written requests for it to get removed, we received a letter asking us to either pay down the principal by over {$36000.00} or pay them directly for a new appraisal. We have always been current with our payment, and our property has experienced significant appreciation in value since we bought it in XXXX.
The Automatic Termination Date has the following conditions, all of which we fully satisfy : - submit a formal request - be current on payments - certify that the property has not DECLINED below the original value and there are no additional liens.
|
| 09/05/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
1, On XXXX XXXX, 2016, I was denied application for a mortgage prequalification by GuaranteedRate.com. I am on XXXX and the agent said that I had to guarantee benefits would continue for three years, ( clearly a violation of the Fair Housing Act and the Equal Credit Opportunity Act ), though I did not know this at the time. I asked why a loan would not be underwritten even though I had a XXXX benefit letter to present. He said that the three years continuation of benefits was the company policy.
2, On XXXX XXXX, 2016, I called XXXX XXXX to inquire there about obtaining pre-qualification. The same occurred, the officer articulated the guarantee of three-years of future benefits policy almost word-for-word.
|
| 08/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
Specialist id # XXXX Covid19 XXXX XXXX XXXX I don't think I have ever received worse service and customer service from a company in my entire 38 years of life. After being approved for forbearance from GuaranteedRate/XXXX XXXX/XXXX due to Covid19, waiting 45 days with no response to move payments to end of loan, then making a payment, getting several conflicting answers and then being put back on forbearance, loan has now erroneously and illegally in direct violation of the CARES ACT been reported by that company to the Credit Bureaus as delinquent as of XX/XX/2020. At this point I must conclude this unfathomable incompetence on their part is gross negligence with intent to defraud your customers.
|
| 07/12/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
I have requested pre-approval letter for my mortgage. I have permitted my lender to run credit inquiry for that and he ( Guaranteed Rate ) ran credit one time on XX/XX/2021 ( Factual Data ). But on my report one more inquiry shown on XX/XX/2021 which I did not authorized and it was failed somehow. So, I tried to contact all three bureau XXXX, XXXX and XXXX. I only got response from XXXX but I am not satisfied with their answer. However, I did not get response from other two reporting agency and its hard to reach them and also they don't provide service online as XXXX provide.
So, my ultimate goal is to remove unnecessary wrong inquiry from XX/XX/2021 and keep from XX/XX/2021 which is valid.
|
| 07/12/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
I was unaware that my loan was sold to a new servicer. Therefore I made my XX/XX/21 mortgage payment to guaranteed rate on XX/XX/21. They were supposed to transfer this payment to my new servicer, but this never happened. Ive called multiple times and no one has been able to tell me if or when my payment will be sent to my new services, or if I would get a refund. I was therefore forced to make another payment to my new services so I wouldnt be sent to collections. I have yet to make me XXXX payment because I need guaranteed rate to refund me or transfer the money to my new servicer. If they do not do this, I will be sent to collections as I am unable to make another double mortgage payment.
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| 04/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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|
Web |
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Subject : my Mortgage overpay is lost My name is XXXX XXXX I bought a house on XX/XX/2020 My lender was XXXX : XXXX XXXX # : XXXX My first payment was due on XX/XX/2020 with the amount of {$3600.00} I made payment by phone on XX/XX/2020 with the amount of {$5500.00} i.e. I overpaid {$1800.00}. My mortgage agreement allows me to pay more.
I have all the receipts that prove this fact.
The XXXX did not put the overpay towards my principal, they just keep this amount {$1800.00} and refuse to return back.
I contacted them multiple times by email and phone ( I have all the emails ) They confirm the fact that received overpay from me, but refuse to put it on my account or return back to me.
|
| 10/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I have been trying to recast for four months and they keep making it impossible to accomplish it. I really think they are dragging their feet and making it difficult because they want my $ XXXX/month interest.
They made me jump through all these hoops and then did it incorrectly. I called to try to get clarification on how to proceed and they emailed me back about a completely separate issue.
Also, I got my homestead filed in XXXX and they still have not adjusted my escrow. Again, they keep more of my money longer by not doing what they're supposed to.
Every time I call it ends with no resolution. Wait times are usually upwards of 30 minutes.
Even supervisors are unable to help.
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| 01/21/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I was refer to XXXX XXXX from Guarantee Rate Mortgage for a lender. Mr . XXXX wasted three months of my time. I was not told in detail everything I needed to do to be able to receive a preapproval. I was just told I needed to improve my score by two points, I was also told that I can receive a preapproval for a mortgage loan with a XXXX. Once I receive the XXXX, I was then told I needed two credit lines open. Mr.XXXX never ran any numbers to try to get me a preapproval, he also would not return my email or calls. I wasted three months of time and was lied too. He is unprofessional. I feel discriminated because of my poor score he didn't take the effort to try to help as a client.
|
| 07/24/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
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|
I am attempting to get an FHA home loan. The process has now been held up for a month because they are questioning one cash deposit that I made into my checking account. I've provided all the documentation showing where the cash came from and it is a small amount. All my documentation meets the standards that are listed in the FHA requirements.
They are refusing to approve or deny, or tell me what the issue is so that I can provide documentation. Because of this, I can't move forward with my loan and I can't get my escrow deposit back. My family and I will be homeless in less than a week solely due to them refusing to make a decision one way or another over a {$2000.00} deposit.
|
| 12/13/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
GuaranteedRate sold my loan to a different company before I even made the first payment to them. They have messaged me 3 different times to tell me I haven't paid enough to escrow and I'll need to pay more. When I closed on the house, which was also delayed on 3 occasions, I started receiving spam mail constantly from them about their home insurance. At first it started as a small envelope but after 5 days they started to disguise the envelopes as important paper work just like a scam company would do. I used GuaranteedRate through the company I work for and they seemed great at first but I think it's mostly a scam company with an XXXX of great customer service representatives.
|
| 04/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
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|
Hello, I called in a complaint to your XXXX phone number last week but I have not heard back from anyone yet. Below is the email that my former employer sent out to a past client of mine even though I resigned from Guaranteed Rate XX/XX/2021. They are still advertising by illegally using my name, email, & XXXX. I have had several clients alert me that they have received similar emails to the one below and how can this be compliant when I have not worked there for over XXXX? Please call me at XXXX so we can get to stop. I previously worked at XXXX XXXX who was purchased by GR and I have several former co workers that this is also occurring with their name, email, & NMLS too.
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| 05/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
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|
I closed with Guaranteed Rate on a mortgage refinance on XX/XX/21. My initial escrow payment at closure was {$3200.00}. I received a letter on XX/XX/21 that stated my mortgage loan would be transferred from Guaranteed Rate, XXXXnc. to Guaranteed Rate, Inc. subserviced by XXXX XXXX. When I looked at my bill online and in the mail, my escrow account only showed {$1100.00}. I have emailed and called dozens of times to Guaranteed Rate, Guaranteed Rate subserviced by XXXX, my Loan Officer, his supervisors, and Ravenswood Title. I have obtained and sent multiple pieces of information documenting the escrow shortage of {$2000.00}. The issue is still not resolved as of XX/XX/21.
|
| 03/02/2020 |
Yes |
- Mortgage
- Other type of mortgage
|
|
|
Web |
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|
Good Morning We just did a streamline with XXXX XXXX with Guaranteed rates and the one reason why we did a refi was we didn't like XXXX XXXX and when I contacted XXXX she said they don't deal with XXXX XXXX and my loan would never get transferred to there bank. Now we justgot a letter in the mail last week and guess what we have XXXX XXXX. Also I couldof got a streamline loan with XXXX at that time at a lower rate and less money down and XXXX also knew this too. So this company took advantage of us and made us spend more money to to wind up with the same Lender we had to begin with and don't want!! Is there anything I can do to sue this company?
XXXX XXXX XXXX XXXX
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| 10/26/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
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Web |
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I received a letter from Guaranteed Rate stating that I have not provided " Hazard Insurance '' for my home located at XXXX XXXX XXXX XXXX XXXX IL XXXX. They paid the bill and received the rider for the insurance in XXXX from escrow. We have a previous complaint that was filed although they replied with a resolution it was not just. At this point they are just harassing me for no reason at all. I will attach a letter from Guaranteed rate that specifically recognizes the coverage and yet we receive letters requesting proof of insurance. Also, I will attach the invoice that was paid out of escrow ( LATE! ) by Guaranteed rate. Harassment, plain and simple.
|
| 06/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
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Web |
|
|
I am in a process of buying a property.
Mortgage officer is XXXX XXXX, the company name " Guaranteed Rate ''.
NMLS ID : XXXX I was promised particular interstate of 3.75 % and particular monthly payment on it. So I paid earnest money deposit, inspection fee, appraisal fee etc in order to move forward towards closing.
However, right before closing, he increased an interstate rate and of course all other monthly costs are now was also increased, even though he promised to keep the interstate rate locked no matter what.
I am not agree with new terms. So now I am going to lose all the money I put into buying process, which is more than {$3500.00}.
|
| 05/13/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Settlement process and costs
|
|
Web |
|
|
The company did not follow state/federal guidelines regarding providing final numbers for closing. We did not receive the final numbers until 15 minutes before we closed, versus the legal guidelines to provide us those numbers 72hours before. Additionally the numbers that were provided to us 15 minutes before closing, were over {$3500.00} more than what we had discussed the previous day. We then had to bring that difference unexpectedly to the table for closing. The company also charged us {$810.00} for an extended rate lock guarantee. This was not discussed and closing was held up by their inadequate filing of our documents, not because of us.
|
| 05/31/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
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|
My lender did not process my loan with reasonable diligence and in good faith.
1. The lender did honor rate lock of 4.25 %. on loan estimate. Closing disclosure sent to me shows 4.25 %, however at closing APR was 4.5 % 2. Lender paid {$420.00} for Appraisal ; however I was charged {$550.00} at closing.
3. I pre paid {$690.00} Hazard Insurance for 12 months before closing, however I was charged {$690.00} at closing for 12 months of insurance.
4. I was charged {$250.00} Realtor Transaction Fee at closing. The closing disclosure I was provided before closing does not show this fee. At closing I was required to pay this {$250.00}.
|
| 03/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I originally filed for a refinance with The owning corporation in XX/XX/21. My refinance was expected to close in mid XXXX. In mid XXXX I was noticed that owning corporation was acquired by guaranteed rate. On XX/XX/21 I spoke with XXXX XXXX in the loan origination department. She assured me the refinance terms would be the same and that my loan would refinance soon. I have yet to hear back from them. I am currently working with XXXX XXXX loan processor ; she is late in getting back to me on the status of my refinance. Please assist me as the mortgage term is set to expire on XX/XX/21. Please assist me with this matter. Thank you.
|
| 10/26/2022 |
No |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
I co-borrow a mortgage with XXXX since XXXX maybe, XXXX XXXX about refinancing by himself with citywide home loans in XXXX of XXXX, citywide did a hard credit pull on me without my consent ( XXXX just inquired about qualifying by himself ), I called on XX/XX/XXXX citywide home loans right away and a regional agent contacted me ( XXXX XXXX ), I asked politely to remove that pull from my credit since it was pulled without my consent, after seeing it was not removed I called XXXX again on XX/XX/XXXX and he confirmed again that according to him it was already removed, it is XXXX and the record still in my credit history.
Thank you!
|
| 06/28/2022 |
Yes |
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|
|
Web |
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My loan officer XXXX from guaranteed Rates approved me to purchase a XXXX XXXX failed To Due her diligence duty to her client to get the loan approved. The underwriter stated it was a miscalculated causing me to loss my new home And my earnest money. Now me and my kids or staying with relatives but my home I was staying in is no longer available. I feel like it was discrimination because it was always something just taking me threw different loops. This loan officer and company should not be allowed to treat clients and families like this, especially when you trust them with your life savings to get a home to end up with nothing
|
| 07/22/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
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|
Guaranteed Rate offered 3 %, 15 year and {$99.00} in points to refinance my XXXX home for a principal of $ XXXX and estimated value of $ XXXX. It was a good deal. The appraisal was completed 2 days before rate expiration at $ XXXX, 6 % lower than my initial estimate. I proposed a loan principal of $ XXXX, keeping equity healthy at XXXX %. Guaranteed Rate played brinksmanship with a late appraisal and then claimed they were not obligated to honor their 3 % offer and attempted to move me to 3.25 %. Guaranteed Rate did dot honor the offered terms all because appraisal was XXXX % lower than estimate. A clear case of bait and switch.
|
| 04/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
I had an appointment today at XXXX for a notary to come to my house so that my wife and I could sign the refinance paperwork. The Loan Coordinator assigned to me, XXXX XXXX failed to make certain that all documents were ready for the notary. I received a voicemail at XXXX from the notary indicate that shes does not have the loan packet ready for today. Please note that today marks 90 days since I began my refinance with this company. I have complied in a timely manner and feel as if they are negligent in assisting clients. Please assist me with this matter. I have called and left voicemails, and have yet to receive a response.
|
| 03/30/2022 |
Yes |
|
|
|
Web |
Servicemember |
|
I purchased a home using my VA Loan in XX/XX/XXXX. In XX/XX/XXXX I received a letter from the XXXX of XXXX informing me new construction home had incomplete permits & construction. Apparently the XXXX XXXX XXXX got into a disagreement & the three homes on this lot were allowed to be purchased & occupied without disclosing to the buyers these homes were completed per plan & code.
The city sent a letter to myself and another veteran family that we were now responsible for getting the project completed and up to code. I'm requesting your assistance in resolving this matter with the XXXX & XXXX XXXX so I may live in peace.
|
| 02/17/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
GUARANTEED RATE , INC unlawfully obtaining my XXXX and my XXXX consumer report on XX/XX/2019 without my authorization or a permissible purpose under the FCRA. See 15 U.S.C. 1681b.
I have not initiated any transaction with GUARANTEED RATE, INC. Further, I do note have an account as defined under 15 U.S.C. 1693a ( 2 ) with GUARANTEED RATE , INC for review or collection.
Furthermore, under the FCRA, Any person who knowingly and willfully obtains information on a consumer from a consumer reporting agency under false pretenses shall be fined under title 18, imprisoned for not more than 2 years, or both. 15 U.S.C. 1681q.
|
| 05/08/2018 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
I am trying to get help through the Arizona Department of Housing, Hardest Hit Funds Program and my lender Guarantee Rate is not a participating lender. Arizona Department of housing is willing to help me if my lender provides a reinstatement quote with a 30 day good through date and my lender is rejecting sending that information to the Arizona Department of housing or to my housing counselor XXXX with Administration of Resources and Choices her number is XXXX. Our names are XXXX and XXXX XXXX our phone number is XXXX. Please help me get a Reinstatement Quote with a 30 day good through date so I don't loose my house.
|
| 05/11/2021 |
Yes |
|
- Incorrect information on your report
- Information is missing that should be on the report
|
|
Web |
|
|
We purchased the house in common with three people- 2 of whom have the same last name. The third person is routinely left off the mortgage and we had to call multiple times to have them added to the mortgage again. This adversely affected their credit report.
We refinanced with the same company and again the same person has been left off the mortgage. According to the credit bureaus they are not on the mortgage- we will have to call and correct this AGAIN. They legally own the house and signed the same paperwork as co-borrower. It is due to the incompetence of Guaranteed Rate Inc that this continues to happen.
|
| 03/22/2023 |
Yes |
- Mortgage
- Other type of mortgage
|
|
|
Web |
|
|
Hello. I am a XXXX XXXX XXXXXXXX and my concern relates to Dodd Frank compliance. I recently have begun working as a XXXXXXXX XXXX for a company that is paying fees that are less than half of what is typical for the service areas around XXXX. I have discovered that several of my past lender clients are now ordering appraisals through this company, and are paying the same fees as those I would normally collect. I am a new hire with this company and I don't know how long I can accept this, as it seems wrong.
I wanted to know if this is in violation of law, and if there is any means of recourse. Thanks.
|
| 08/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I was doing a refinance of my residence with Sofi home loans. The property is XXXX, Texasd. The day of closing Sofi adviced me that they had to do a re-inspection and handrails needed to me added to my property back staircase. At no point did they contact me to tell me of an issue before the day of closing. I asked my loan officer to give me a copy of my appraisal which i had paid for and had been performed by XXXX XXXX XXXX XXXX based out of XXXX, Texas ph ( XXXX ) XXXX. She said she could not do that because my loan was in re-inspection. Can a lender deny me a copy of an appraisal that i paid for?
|
| 03/18/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Money was not available when promised
|
|
Web |
Servicemember |
|
I performed services for the banks customer. The contract was signed by the bank and there account holder. I was inform both in writing and verbally that upon completion of each section of the the job I would receive payment.
I have completed 98 % percent of the job and I have not received payment despite constant promises of payment. But the customer and myself have signed releases and still the bank hasnt paid and is unwilling to pay.
I have been told that payment was sent but when I check the tracking number provided by the bank for the payment it indicates that the payment wasnt sent.
|
| 01/02/2019 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I was working with a lady at guaranteed rate of XXXX, va she had my file working on this and it was sort of long time well she pre approved me and then it was some time later she said over the phone i got denied not letter of this was given to me then i get a phone call she left my file undone and someone else took it over later to be told my credit score dropped and i was denied again and got a letter if they would not of took there time on this loan it would of went thru it cost me my forever home. Something to look forward to with my grandchildren so i am upset they took there time.
|
| 04/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
I started the loan process with Guaranteed Rate Affinity and was asked to pre-pay an appraisal fee of {$870.00} during the loan application process.
After the appraisal was completed the fee noted on the appraisal was only {$350.00} ( page 4 of the attached appraisal ).
The company 's own website states it should only be a " few hundred dollars '' and that there are no additional fees ( see attachments ).
I contacted the loan officer who stated there were mistakes in the charges, and it would be refunded. Now the company and loan officer refuse to respond or refund the charges.
|
| 04/14/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
Please close our loan so we may get our keys to our home, we have had our first loan XXXX approval with assistant of {$23.00} then we only needed XXXX that lone Then we had the other loan {$57.00} with approval but with XXXX down, they found a new loan to cover the whole thing just need it score XXXX my score XXXX makes no sense somethings not right XXXX score was at XXXX dropped XXXX points something went wrong I have paid to help his Score to go up should go up to at least XXXX Or over After talking to XXXX His score was pulled twice Can they please close our loan
|
| 04/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
An end of the year escrow analysis was done on my mortgage by Guaranteed Rate. It was determined that they owed me an escrow refund of {$580.00} which was supposed to be sent on XX/XX/2021.
I have yet to receive the check and have called the company 10+ times and have easily talked to 20 different customer service agents including supervisors and supervisors of supervisors. They have claimed to reissue the check several times but then will later backtrack that sentiment.
It has now been 90 days, I have wasted a ton of time, and exhausted all my options.
|
| 10/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Guaranteed Rate Mortgage company is saying I owe them {$150.00} for a drive by XXXX appraisal I never ordered nor was I made aware of. I was told by XXXX XXXX he could not help me with my mortgage a month later I took care of lien problem that was preventing XXXX from closing. His assistant told me she would be in contact. she never contacted me after two weeks I went with another company now I am getting soft credit pulls and a bill I was completely unaware of for {$150.00}. They never informed any such thing would be done or needed to be done.
|
| 10/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I refinanced my mortgage through Guaranteed Rate, XX/XX/XXXXXXXX, XXXX, GA XXXX, with the first payment made on XX/XX/2021. I paid escrows in advance for taxes at settlement as well as had escrows deducted from my XXXX mortgage payment. I receive notification from a collection agency that my school taxes had not been paid. I contacted guaranteed rate with my concerns. The agent was not helpful. I need guaranteed rate to release the escrows to pay my taxes and for them to reverse and correct and apologize for my being sent to a collection agency.
|
| 08/13/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American, Servicemember |
|
I recently refinanced my home. On XXXX XXXX I received a letter from Veterans Affairs that I was due a refund of the funding fee on my loan in the amount of XXXX and the letter states that the lender has been given instructions to send me a refund.
On XX/XX/2020 I called the mortgage company Guaranteed Rate and spoke with the servicing department which told me they had not received anything and that I should send a letter to the Research Dept., which I did on XX/XX/2020.
As of today XX/XX/2020 I have heard nothing nor received a refund.
|
| 09/07/2018 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
This is about a 2nd loan mortgage from Guaranteed rate, Inc. XXXX XXXX XXXX XXXX, Illinois XXXX. This loan was funded XXXX XXXX XXXX. The loan number is XXXX. The loan has a second home rider attached to it. the address of the property is XXXX XXXX XXXX XXXX XXXX, NV XXXX. On the second home rider item 6 Occupancy is in question. The home has been rented out for short term rental since XXXX forward. The home has been permitted by XXXX XXXX Neveda and advertised in XXXX since XXXX. Item 8 Borrower 's Loan application is in question.
|
| 10/30/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I was sent a notice of transferring letter that stated that my loan would be transferred from Guaranteed Rate to XXXX XXXX XXXX effective XXXX/XXXX/XXXX and that my next payment should be made to Guaranteed Rate. However, I was never given a XXXX account number. I called XXXX on XXXX/XXXX/XXXX to make the payment and they said my loan was not in their system. I called Guaranteed Rate and they said the transfer had been delayed. However, no one had informed me of this in ANY FASHION. I do n't see how this is remotely acceptable.
|
| 02/15/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I made my payments for XXXX and XXXX they shredded one of the money orders for a XXXX dollars. So I sent copies of both money orders with my XXXX payment and the express receipts showing when they where received. I didn't get a response so I file a complaint XXXX of XXXX they stated they would have a research team look into it and I have still got a response and they are trying to charge me late charges. I have copies of the money orders and Express forms and all the email correspondences. I am not paying for their mistakes.
|
| 09/22/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Guaranteed Rate is raising my mortgage payment by {$700.00} a month because of the projected escrow amount. My 2014 taxes were paid in one installment rather than two, and they are viewing as only a half year payment and therefore doubling the projected tax amount. I have called numerous ( 6 ) times and spoken with representatives that tell me there is nothing they can do to fix the projected escrow amount even though I have faxed in all of my tax information, to which they also have access to via the XXXX county treasurer.
|
| 06/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Loan was refinanced and paid off on XX/XX/2021. Guaranteed Rate stated that sent a escrow refund check on XX/XX/2021, I call them after 30 days on XXXX/XXXX/202, They apologized and said that they would send out another check and to give it 30 days. I waited another 30 days I called on XX/XX/2021 still no check. I have spoken to 3 different supervisors all saying they would escalate this issue. I have also spoken to them today, XX/XX/2021. I have waited long enough. And, I do not have confidence that this will get done.
|
| 11/04/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
Am unsure if this qualifies as a complaint at this time, as a mortgage has not actually been started. But, that is my issue, multiple attempts to get Guaranteed Rate ( XXXX XXXX [ sp? ] ) to respond to us and start our process have gone unanswered in any form.
Escalation to their Branch Manager ( XXXX XXXX ) did get a limited response, telling us they will start things now, but we are going to miss our closing date.
Is there at this time a complaint, or is there another regulatory authority I should be contacting?
|
| 06/22/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
My loan was not made in good faith. GRI changed my APR from 4.25 to 4.5. The Closing disclosure I signed was different that the one at closing.
GRI sent me TILA-RESPA LOAN CHANGE Disclosure in mail on XX/XX/18. However this LOAN CHANGE disclosure was never given to me and is missing DOCU SIGNATURE. The documents states APR changed to do score change.
There was no score change. Credit score used for lOAN is attached The only TILA-RESPA LOAN CHANGE disclosure with a DOCU SIGNATURE that was given to me is attached.
|
| 10/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
The mortgage statement clearly states that I have until the XXXX of every month to pay. For my previous mortgage servicers, I have also set up automatic payment for the XXXX. Guaranteed Rate does not allow automatic payments past 5 days. I don't understand how they can state one thing on the statement and then in practice and through technology not allow it. This could just fall into poor customer service by Guaranteed Rate, but it sucks, because it is not like I can just switch my mortgage service provider.
|
| 01/31/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I recently went under contract on a home and was working Guarantee Rate to secure a mortgage. I was disputing a liability that had come up during the process. In response, they sent me, my wife, and my realtor full account numbers for my student loans, my wife 's student loans, and our car loan. This was done without password protection or encryption. I believe that in this case my realtor was a nonaffiliated third party who should not have been given access to this full PII information under regulation p.
|
| 08/30/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
XX/XX/11 I reapplied for a home loan via GUARANTEE RATE. To save a property in closing/escrow XX/XX/11 from previous complaint XXXX. After making complaints of unprofessionalism and discrimination because I asked several times for options of down payment assistance program without response or guidance. Ive completed all and very task requested of me but this company has NOT return the same courtesy to me and now refuses to complete my application or respond to any of my email requests for over XXXX hours.
|
| 11/02/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Guaranteed Rate Inc. continues to report my account as delinquent despite claiming in complaint id number XXXX XXXX that the matter has been corrected.
Guaranteed Rate Inc. has not corrected the interest I am being charged. They merely credited my account with 2 payments in XXXX ( rather than applying the payment they lost in XXXX when it was made ) and they removed all the late fees they had been charging. Had the payment been applied in XXXX when it was made I would have been charged less interest.
|
| 01/13/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Credit monitoring or identity theft protection services
- Received unwanted marketing or advertising
|
|
Web |
|
|
This company GUARANTEED RATE has continued to harass me. Calling me over and over after I have advised them to stop. GUARANTEED RATE have continued to harass me by sending mail to my Post office box. Now GUARANTEED RATE is sending mail to my Home address that I have never provided to them. Nor have I ever had any prior correspondence with GUARANTEED RATE with my home address. This is my 5th complaint to the Consumer Financial Protection Bureau regarding harassment within one year with GUARANTEED RATE.
|
| 02/18/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
Servicemember |
|
In the Spring of 2018 I got a mortgage from Guaranteed Rate. I used a preapproval from XXXX. Guaranteed Rate performed another preapproval, and then another inquiry in order to process the loan. My conversations with XXXX and Guaranteed Rate led me to believe that all of this activity would only count on my credit report as 1 inquiry if they all happened within 45 days of each other. On my credit report, I have 3 hard inquiries from these approvals and they all occurred within 26 days of each other.
|
| 02/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
Hello, I've applied for a refinance of my mortgage 5 months ago. Less than a month into the process I was approved with conditions. I paid for an appraisal and application fee and i have yet to close on my loan. I've asked the Loan officer and LOA numerous times about the status of my loan. They have not responded to my contact with clear guidance or not at all. My lock has expired for reason not placed on myself. I completely understand the pandemic, holidays, and all but this is not acceptable.
|
| 01/20/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I provided a {$0.00} tax bill and XXXX VA XXXX saying I'm 100 % XXXX and also 100 % retired from XXXX. They continued to miscalculate my mortgage and charge me for property taxes I am not responsible for. They are holding {$22000.00} of my money for taxes I have a {$0.00} bill for and have initiated XXXX XXXX on me for my complaints.
The mortgage company doesnt answer my calls. They actually owe me money but are accelerating because i failed to make only XXXX payment for less than they owe me.
|
| 03/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
On Wednesday, XX/XX/2021, I applied for a mortgage using with Guraranteed Rate. Currently they are having a technical difficulty where I can not link my accounts to their system allowing them to see my current account balances. Instead of addressing this issue, my mortgage application was denied today, XX/XX/2021, on the basis of having insufficient assets although I have more than enough assets to qualify for the mortgage I applied for. It is illegal for them to exclude my assets on this basis.
|
| 05/17/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
I recently transitioned my income property to a second home. The lender was not upfront that they required a year long period of time before they would approve this. In the meantime, they had taken my application, all my information, and charged me for an appraisal. I didn't find out until after 4 weeks that they wouldn't approve the loan because it was a prior rental, and instead bait and switched me with a 5.75 % rate ( vs 4.6 % ). I declined that offer and they refunded the appraisal cost.
|
| 01/13/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I have been notified by XXXX that my mortgage company, Guaranteed Rate, failed to pay my home owners insurance premium expenses from my escrow account. The payment was due on XX/XX/2021 with a grace period up to XX/XX/2021. The mortgage company didnt disburse the funds until XX/XX/2021. XXXX didnt receive the payment until XX/XX/2021.
I am now without homeowners insurance. The mortgage company has not offered to remedy this situation in any way, except add lender 's insurance to my account.
|
| 08/08/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Other personal consumer report
|
- Improper use of your report
- Report provided to employer without your written authorization
|
|
Web |
Servicemember |
|
In XXXX, 2017 I applied for a VA loan through Guaranteed Rate. Was told by XXXX XXXX that my we did not qualify for a VA loan because my dad 's credit score was too low ( over XXXX ) and his credit was really bad but I alone qualifed for a First time homebuyer program. Guaranteed Rate ran my dad 's credit three times and because of this, his credit dropped so low that he no longer qualified for a VA loan. Now, my dad is facing being homeless as he has to be out of his place by XXXX, 2017.
|
| 07/28/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Home address is XXXX XXXX XXXX XXXX, XXXX TX XXXX. At closing we indicated we wanted escrow taken out to pay taxes and insurance. Loan was sold to Guaranteed Rate Mortgage who still after three months of back and forth have not adjusted our payment to include escrow. The last conversation I had with them two weeks ago was that this would be resolved in a week. We also asked them to put us on the two week payment plan to pay off our mortgage faster and they have also ignored that request.
|
| 01/22/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I was charged late fees by my mortgage company after they claims that with my correct bank account number and routing number, they failed to " recognize '' my account. I have received an email confirmation for the payment that the fine was charged on, and yet without another email notifying me that they failed to charge me ( for the same charge that they confirmed! ), they charged me a late fee instead. I sense a borderline fraudulent practice to profit from customers by fees.
|
| 01/27/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
I have attached the complaint which makes it easier to read. Bottom line, GR Mortgage contracted to deliver a 30 year 3.375 % interests rate mortgage and then did not deliver yet we delivered. This company is a con artist of the largest proportions and has cost of hundreds of thousands of dollars due to the illegal conduct. We need you help in finding a resolution immediately since they did not feel at all obligated to us yet the consumer delivered and GR Mortgage did not.
|
| 09/16/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Guaranteed rate, mortgage servicers on XXXX acquired loan, sent notice of change in servicers one week before loan payment was due. During the servicer change, the banks had n't switched over payment information and even gave the new servicering company XXXX XXXX XXXX ) an incorrect address on my account. Now the new servicers will not accept my payments nor will it allow me any information about the account until I visit branch and provide an ID, which I 'm not close to.
|
| 09/25/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
I requested a good faith estimate from a lender when I was looking into buying a home. The GFE was provided to me. Everything is moving towards closing and I am now 5 days away. The lender now sent me the quote of my actual monthly payment which is over {$300.00} higher than the GFE that he provided. He said he made a mistake on the property taxes. I pointed out the huge discrepancy in what he quoted and the actual cost and the best he could do was give me an apology.
|
| 01/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
XXXX XXXX, NMLS # XXXX called my wife-and then me-to ask us if we wanted to refinance our mortgage. Claims he works for XXXX Bank. However, the consumer access web site for the National Mortgage Licensing System ( NMLS ) shows that his status is inactive and that he last worked for Guaranteed Rate , Inc.
Seems that if his license is not in active status he should not be taking an application for a mortgage.
His phone numbers are : ( w ) XXXX and ( cell ) XXXX.
|
| 02/10/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
I did not knowingly authorize the following to do a hard inquiry : GUARANTEED RATE XXXX via XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX ( XXXX ) XXXX Inquiry Type : Individual Requested On : XX/XX/2019 Permissible Purpose : CREDIT I asked Guaranteed Rate for a letter of deletion and they refuse. I asked XXXX to dispute it and they said they don't do anything for hard inquiries that my only solution is to get a letter of deletion from Guaranteed Rate.
|
| 01/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Hello I have touched base with Guaranteed Rate to try and get my Year End XXXXXXXX for loan for account # XXXX. Guaranteed Rate were the original lenders and servicers of the loan before passing it on to another bank. I was told the statement will be in my online account. I am assuming this is the same online account as the portal that I used for loan servicing. I am looking for the Year End XXXX. Please provide me my XXXX.
Thanks XXXX
|
| 01/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My mortgage company incorrectly sent a payment to an insurance company that does not ensure the property that they hold the mortgage for. They basically double-paid for another policy. They used a policy number and amount that correspond to a different policy. They incorrectly paid {$3300.00} out of my escrow account and now won't refund or get the money back. please see attached the policy number does not match this address.
|
| 04/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I started my refinance process for my house with Guaranteed Rate. My Loan consultant was XXXX XXXX XXXX ID : XXXX. I paid a {$500.00} deposit for the appraisal which was originally {$470.00}. The Loan consultant said that i would get the money back even if i decided to cancel my application. I felt that this agent was very misleading with his word. Im afraid he been taking advantages of other peoples just like he did with me.
|
| 10/17/2023 |
Yes |
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
My VA home loan was finalized XX/XX/XXXX and is reported as a personal loan instead of a mortgage. I have a XXXX personal loan on my credit report right now WITH ALL 3 AGENCIES. Guaranteed Rate needs to fix this. I called them and told them and they said it was an easy fix and that it would be corrected in XXXX to 3 days buts it's been over a week.
GUARANTEED RATE INC/ SER XXXX XXXX XXXX XXXX , GA XXXX USA ( XXXX ) XXXX
|
| 01/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Since XX/XX/XXXX Ive been asking for a. Escrow analysis as Im a resident of South Carolina and have been way overpaying my escrow. Ive called the company at least 10 times and have been lied to and mislead that it was being taken care of it and as of XX/XX/XXXX no analysis has been done and they are holding over {$2000.00} of my money and Im still overpaying my mortgage. They in my estimate are committing fraud!!!!
|
| 08/12/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
The issue is with this company. I gave them permission to pull credit once, but not a second time. They did it a second time without any authorization and it surprised me when it showed up on my credit report.
GUARANTEED RATE INC via XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX ( XXXX ) XXXX Inquiry Type : Individual The authorized request was on : XX/XX/2019 The unauthorized request was on : XX/XX/2019
|
| 08/08/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
We applied for a loan with Guaranteed Rate in XX/XX/XXXX.
Extremely unclear customer services. Never any clarity about the process. We applied in XX/XX/XXXX and 3 months later get the same answer of " you will close any day now ''.
We have sent all required documents promptly when required.
This should be dealt with ASAP.
The office information is : XXXX XXXX XXXX XXXX, XXXX, MA XXXX XXXX
|
| 03/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
On XX/XX/XXXX I received a letter from Guaranteed Rate notifying me that my mortgage was being transferred to a new servicer ( XXXX XXXX ) effective XX/XX/23. The law requires at least 15 days notice. Moreover, after significant research ( and my own attempts to contact the Company ), it is impossible to set up the online payment portal with XXXX -- a company that provides 0 customer service.
|
| 03/03/2023 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
XXXX-application with no help from lender ( Guaranteed Rate XXXX XXXXXXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX-said nothing about DPA but said I didn't make enough money/convinced me that she can work with XXXX XXXX/asked for XXXX down or get a co-signer with income over XXXX XXXX-asked for pre-approval for a cheaper property with no response XXXX-asked for a denial letter with no response
|
| 12/10/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
On XX/XX/2021 my credit report and my wife were pulled without our consent and approval. I had filled out an application for a mortgage loan on XXXX the following day XXXX I had canceled the request for the mortgage loan. 10 days later after this request was acknowledged KBHS Home Loans pulled my credit and stated it was for use on another loan as my wife and I were listed as co-buyers.
|
| 02/08/2017 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
Servicemember |
|
I received an adverse action notification. I did not " apply '' for a loan, only made an inquiry about rates. The agent said he would do some investigating on how he could get me a better rate. He made several attempts to contact me but I did not respond because we were not prepared to move forward with his company. A few days later I receive an email an adverse action notification???
|
| 06/22/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I have bill pay set up to pay my mortgage monthly to Guaranteed Rate. I have made XXXX payments, and both have been posted and mailed from my account according to my bank XXXX. Guaranteed Rate claims to have not received the XXXX payment, while XXXX has verified that the payment has been sent. Guaranteed rate now has listed my account as delinquent, and charged me a fee of XXXX {$.00}
|
| 10/18/2017 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
RE : XXXX XXXX XXXX XXXX. XXXX Illinois.
I was told that I was required to get preapproved by their in house lenders. Another lender told me that I should have received an XXXX at time of referral but I did n't.
My email to the agent also went to their lender, Guaranteed Rate, without my knowledge. I received a call from both the agent and the lender without authorizing the call.
|
| 07/18/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My Lender has not removed PMI from my loan. I have perfect loan payment history and a good credit score. I have also made 3 additional principal payments to Guaranteed rate that put my XXXX at 75 %. I requested my Lender ( Guarenteed Rate ) remove my PMI under the Homeowners Protection Act ( HPA ) as my loan reached XXXX of 78 % in XX/XX/2023. My monthly mortgage still includes PMI.
|
| 07/18/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Other personal consumer report
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
Servicemember |
|
Through the mortgage refinance application process, our social security numbers were transferred via unprotected email without our authorization or knowledge by an employee of Guaranteed Rate Inc constituting a violation of the Gramm-Leach-Bliley Act, Safeguard Rule requiring financial institutions under FTC jurisdiction to have measures in place to keep customer information secure.
|
| 05/18/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
The seller 's agent for our new home, XXXX XXXX, of XXXX XXXX, XXXX XXXX XXXX XXXX, IL XXXX made an attempt to force us to use his preferred lender Guaranteed Rate, XXXX XXXX XXXX XXXX, IL XXXX.
XXXX XXXX threatened to cancel our accepted offer if we didn't use Guaranteed Rate.
In the end we held our ground, but found this highly unethical and very suspicious.
|
| 03/12/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
XXXX XXXX also known as Guaranteed : XXXX XXXX / Regional Manager/SVP of Mortgage Lending / XXXX / www.rate.com/XXXX / wk/cell : XXXX / XXXX XXXX XXXX XXXX XXXX, XXXX, PA XXXX NMLS ID : XXXX Puled a hard credit inquiry on me without my consent or knowledge in the hopes he could convince me to refinance my mortgage, This practice is fraudulent and unacceptable.
|
| 06/11/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
I received an alert from my XXXX app informing me that XX/XX/2023 my account shows XXXX days delinquent. I called the Guaranteed Rate. However, I am currently in a forbearance and have been for months. This is the XXXX time that this has happened, I have been impacted and my score has dropped XXXX points because of this. I will like this immediately rectified.
|
| 08/28/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
HAF PROGRAM FROM ILLINOIS SAYS THEY CONTACTED MORTGAGE SERVICER FOR RESPONSE OF PAST DUE AMOUNT. NO RESPONSE I APPLIED FOR THIS PROGRAM XX/XX/2022 IM TRYING TO AVOID LOAN MODIFICATION AND THIS PROGRAM HAVENT HELPED ME YET. IM SCARED OF MY HOUSE GOING INTO FORECLOSURE. MY MORTGAGE SERVICER IS GUARANTEED RATE & NOW GOING TO XXXX XX/XX/2022 XXXX
|
| 04/29/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Money was not available when promised
|
|
Web |
|
|
I paid Guaranteed Rate the balance of my mortgage {$280000.00} and they sent it to XXXX XXXX but did not put an account # for the XXXX account it was to be put into. Now XXXX can not find the funds. I have been working with XXXX but to no avail. I have asked Guaranteed Rate for help but no one calls or emails. I just want my money back.
|
| 04/18/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I was sent an email by Guaranteed Rate with a link to register online and make payments ( www.rate.com/servicing ). However, that form only accepts 10 digit loan numbers. All of the documentation provided to me by Guaranteed Rate clearly lists a 9 digit loan number, and I am unable to register an account in order to make a payment.
|
| 05/30/2023 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I have applied for a mortgage loan and was denied. My signature credits the credit for the loan. They said they can not give me the loan, although I can price financially to afford it, based off of my low credit score. This is unlawful. I should be able to obtain the financing I am requesting.
|
| 06/21/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I am XXXX XXXX XXXX veteran. I am exempt from property taxes yet Guaranteed rates continue to collect these monthly. I have provided all required documentation and have had my county assessors office verify this as well. Yet they continue to charge me and will not refund my escrow overage.
|
| 04/25/2018 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
XXXX XXXX of Guaranteed Rate discriminated against me because of my XXXX, my income from a XXXX, my income from employment, my race, my ethnicity, my national origin, between the dates of XX/XX/XXXX to XX/XX/XXXX.
|
| 11/20/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
Company collected all of my personal financial information including SSN / tax returns / P & L statements, etc, but then dropped off the radar and stopped responding. XXXX XXXX was assigned to be my loan officer.
|
| 08/31/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
GRLoans runs a commercial that advertises an interest rate of XXXX apr. However, the ad never states the term for the advertised rate. This practice need to stop. It is unfair to every other lender in the nation.
|
| 12/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
Despite my repeated requests to stop calling me, I keep getting calls from " Guaranteed Rate Mortgage ''. My last e-mail was to XXXX XXXX ( XXXX ID : XXXX ), XXXX XXXX XXXX, who has clearly ignored my requests.
|
| 10/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
Guaranteed Rate denied our application for a mortgage on XX/XX/XXXX and, despite repeated requests, did not provide a written denial notice or adverse action notice within the 30 day window required.
|
| 01/13/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
|
|
Web |
|
|
I signed the statement with the mortgage company STEARNS LENDING , LLC ( Loan ID XXXX ). The settlement schedule on XX/XX/XXXX. Due to the rate surge, they cancel my settlement.
|
| 04/06/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
Hi, on XX/XX/2022 Guaranteed Rate ( via XXXX XXXX ) pulled my credit report without my authorization. The broker responsible is XXXX XXXX. Can you please help?
|
| 10/16/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
funds were collected for Homeowners insurance but payment was NOT made.
Where is the money????
|
| 10/16/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
Money was collected for Taxes and Insurance but I have NO idea if any of it was paid.
|
| 01/23/2024 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Closing on a mortgage
- Fees or costs after closing
|
|
Web |
|
|
|
| 01/22/2024 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
|
| 12/27/2023 |
Yes |
|
- Closing on a mortgage
- Closing disclosure or other related disclosures
|
|
Web |
|
|
|
| 11/29/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
|
| 11/29/2023 |
Yes |
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
|
|
|
| 11/21/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
- Loan estimate or other related disclosures
|
|
Web |
|
|
|
| 10/19/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
|
|
|
| 10/03/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Closing on a mortgage
- Fees or costs after closing
|
|
Web |
|
|
|
| 09/29/2023 |
Yes |
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
Servicemember |
|
|
| 09/22/2023 |
Yes |
|
- Closing on a mortgage
- Closing disclosure or other related disclosures
|
|
Web |
Servicemember |
|
|
| 09/15/2023 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
- Delays in the application process
|
|
Phone |
|
|
|
| 08/23/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 08/17/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Phone |
|
|
|
| 06/26/2023 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
|
| 05/22/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 04/26/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Older American, Servicemember |
|
|
| 03/28/2023 |
Yes |
|
|
|
Web |
|
|
|
| 03/27/2023 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
|
| 03/24/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
|
| 03/16/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 03/16/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
|
| 03/09/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
|
| 02/08/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
|
| 01/25/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Phone |
|
|
|
| 12/15/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 12/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 11/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 11/22/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
|
| 11/09/2022 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
|
| 11/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Phone |
Older American |
|
|
| 08/26/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 08/26/2022 |
Yes |
|
|
|
Phone |
Older American, Servicemember |
|
|
| 08/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
|
| 08/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 07/28/2022 |
Yes |
|
- Trouble during payment process
|
|
Phone |
|
|
|
| 07/20/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 07/11/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
|
| 07/05/2022 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
|
| 07/01/2022 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Phone |
|
|
|
| 05/19/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Phone |
|
|
|
| 05/04/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
|
| 04/26/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 04/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
|
| 03/31/2022 |
Yes |
|
- Trouble during payment process
|
|
Phone |
Older American, Servicemember |
|
|
| 03/08/2022 |
Yes |
|
|
|
Web |
|
|
|
| 03/07/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
|
| 03/07/2022 |
Yes |
|
- Trouble during payment process
|
|
Phone |
Older American, Servicemember |
|
|
| 02/23/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Phone |
|
|
|
| 02/17/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Phone |
|
|
|
| 02/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 02/08/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 02/01/2022 |
Yes |
|
- Trouble during payment process
|
|
Phone |
|
|
|
| 01/28/2022 |
Yes |
- Mortgage
- Other type of mortgage
|
|
|
Web |
|
|
|
| 01/18/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
|
| 01/10/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
|
| 12/30/2021 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
- Problem when making payments
|
|
Referral |
|
|
|
| 12/22/2021 |
Yes |
|
|
|
Web |
|
|
|
| 12/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 12/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 12/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 12/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 12/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 12/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 11/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 10/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 10/26/2021 |
Yes |
|
- Trouble during payment process
|
|
Phone |
|
|
|
| 10/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 10/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Phone |
Older American |
|
|
| 09/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 09/15/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 09/10/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Phone |
Servicemember |
|
|
| 09/02/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 08/29/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 08/25/2021 |
No |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 08/13/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Referral |
|
|
|
| 08/08/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 07/26/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
|
| 07/26/2021 |
Yes |
|
|
|
Web |
|
|
|
| 07/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 07/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 07/15/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 07/02/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Referral |
|
|
|
| 07/01/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Phone |
|
|
|
| 06/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 06/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Referral |
|
|
|
| 06/01/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Referral |
|
|
|
| 05/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Phone |
|
|
|
| 05/06/2021 |
Yes |
- Debt collection
- Mortgage debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
|
|
|
| 04/30/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
|
|
Referral |
|
|
|
| 04/28/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
|
| 04/22/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
|
| 04/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 04/21/2021 |
Yes |
|
- Trouble during payment process
|
|
Phone |
|
|
|
| 04/20/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 04/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 04/11/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
|
| 04/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
Older American |
|
|
| 04/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 03/24/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
|
| 03/17/2021 |
Yes |
|
|
|
Web |
|
|
|
| 03/05/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
|
| 03/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
|
|
|
| 02/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
|
| 02/21/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
|
| 02/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 02/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 02/06/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 01/28/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 01/26/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
|
|
|
| 01/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 01/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
|
| 01/16/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 01/06/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
|
| 12/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 12/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 11/17/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Phone |
|
|
|
| 11/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 11/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
|
| 10/30/2020 |
No |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Referral |
|
|
|
| 10/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
|
| 10/06/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 09/09/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Phone |
Older American |
|
|
| 08/27/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 08/20/2020 |
Yes |
|
|
|
Web |
Servicemember |
|
|
| 08/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 08/12/2020 |
Yes |
|
- Trouble during payment process
|
|
Phone |
Servicemember |
|
|
| 07/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 07/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 06/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 05/01/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 05/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 04/10/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Referral |
|
|
|
| 04/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Postal mail |
|
|
|
| 03/23/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 03/19/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 01/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 01/20/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
|
| 01/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 11/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Referral |
|
|
|
| 11/21/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 10/22/2019 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 10/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 07/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
Servicemember |
|
|
| 06/20/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
|
| 05/29/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
|
|
|
| 05/16/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Phone |
|
|
|
| 02/20/2019 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
|
| 11/12/2018 |
Yes |
|
|
|
Web |
Servicemember |
|
|
| 08/24/2018 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
|
| 08/16/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
|
| 07/11/2018 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Phone |
Servicemember |
|
|
| 05/15/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Referral |
|
|
|
| 02/13/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 12/15/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 12/04/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
|
| 11/24/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 11/14/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
|
| 11/07/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Phone |
|
|
|
| 10/25/2017 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
|
|
|
| 09/07/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 08/23/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 08/20/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 08/19/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 08/13/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 08/07/2017 |
Yes |
- Mortgage
- Other type of mortgage
|
|
|
Web |
Older American |
|
|
| 05/03/2017 |
Yes |
- Mortgage
- Other type of mortgage
|
- Trouble during payment process
|
|
Postal mail |
|
|
|
| 05/02/2017 |
Yes |
- Mortgage
- Other type of mortgage
|
- Struggling to pay mortgage
|
|
Referral |
|
|
|
| 04/25/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
|
| 03/17/2017 |
Yes |
|
- Application, originator, mortgage broker
|
|
Fax |
|
|
|
| 02/10/2017 |
Yes |
|
- Application, originator, mortgage broker
|
|
Phone |
|
|
|
| 01/11/2017 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Referral |
|
|
|
| 12/22/2016 |
Yes |
|
- Application, originator, mortgage broker
|
|
Fax |
Older American, Servicemember |
|
|
| 11/29/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 11/22/2016 |
Yes |
|
- Settlement process and costs
|
|
Phone |
|
|
|
| 11/16/2016 |
Yes |
|
- Credit decision / Underwriting
|
|
Postal mail |
|
|
|
| 10/06/2016 |
Yes |
|
- Credit decision / Underwriting
|
|
Web |
|
|
|
| 08/30/2016 |
Yes |
|
- Settlement process and costs
|
|
Web |
|
|
|
| 06/24/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
|
| 06/02/2016 |
Yes |
|
- Credit decision / Underwriting
|
|
Web |
|
|
|
| 01/05/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
|
| 11/19/2015 |
Yes |
|
- Application, originator, mortgage broker
|
|
Phone |
Older American |
|
|
| 10/16/2015 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 10/11/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 07/30/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 04/08/2015 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Referral |
|
|
|
| 03/02/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
Older American |
|
|
| 01/14/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 01/09/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 12/21/2014 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 12/20/2014 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 11/03/2014 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 07/26/2014 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Settlement process and costs
|
|
Web |
|
|
|
| 07/09/2014 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 06/29/2014 |
Yes |
|
- Settlement process and costs
|
|
Web |
|
|
|
| 06/18/2014 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Credit decision / Underwriting
|
|
Web |
|
|
|
| 06/16/2014 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 05/30/2014 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
|
| 04/24/2014 |
Yes |
|
- Credit decision / Underwriting
|
|
Web |
Servicemember |
|
|
| 04/24/2014 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
|
| 04/17/2014 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 04/17/2014 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Phone |
|
|
|
| 04/03/2014 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Credit decision / Underwriting
|
|
Web |
|
|
|
| 02/21/2014 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 02/10/2014 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Settlement process and costs
|
|
Web |
|
|
|
| 02/03/2014 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
|
| 02/02/2014 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 01/03/2014 |
Yes |
|
- Settlement process and costs
|
|
Web |
|
|
|
| 12/16/2013 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 12/09/2013 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 11/14/2013 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
|
| 09/27/2013 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 09/17/2013 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Settlement process and costs
|
|
Web |
|
|
|
| 08/22/2013 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 07/24/2013 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 07/22/2013 |
Yes |
|
- Credit decision / Underwriting
|
|
Web |
|
|
|
| 07/22/2013 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Settlement process and costs
|
|
Web |
|
|
|
| 07/19/2013 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Settlement process and costs
|
|
Web |
|
|
|
| 04/30/2013 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
|
| 04/10/2013 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
|
| 02/28/2013 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Settlement process and costs
|
|
Web |
|
|
|
| 12/29/2012 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
|
| 09/21/2012 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 08/29/2012 |
Yes |
|
- Application, originator, mortgage broker
|
|
Postal mail |
|
|
|
| 07/31/2012 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Referral |
|
|
|
| 05/01/2012 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
|
| 03/31/2012 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 02/01/2012 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 02/01/2012 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|