Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below In response to the Guild representative, I would say that the information she provided was completely falseJust bogusMy husband was never on the home loan applicationThe applicants were my mother and myselfMy mother has excellent credit and could have been on the loan by herselfMr [redacted] did not offer that option simply because he just refused to work with usMy credit was pulled prior to the day expiration dateI have this documentation as well as the date of my original approvalNone of which exceeded daysMr [redacted] assured me that my credit would not be pulled again until the day expiration date occurredMy credit was pulled again after on days! Mr ***'s competent assistant [redacted] advised me to go and have my credit pulled by multiple insurance companies for home insuranceThese people screwed me over and played a lot of games with me and my motherAlso, after my complaint was filled, I received an email of my home inspection just a few days ago by another one of Mr***s team members [redacted] ***The date of the email was Thursday, October , at 8:amThese people are complete isWhy was my mother not approved for the home loan? What was wrong with her credit? My mothers tax return showed a six figured incomeIf they didn't want me to be on the loan than why didn't they just take me off and allow my mother only? You want to know why? Well its simple, it was because Guild Mortgage Company didn't want to work with usEveryone needs to know thisIt was unfair and unethical Regards, [redacted]
Please see the attached response conveying the information belowDear Ms [redacted] : Guild Mortgage Company (“Guild”) is in receipt of your correspondence dated January 24, Guild appreciates the opportunity to review and respond to your concernsYour correspondence indicates concerns in relation to the change of Hazard Insurance providers in and the service provided by the Guild representatives We apologize for the time and effort you expended to resolve this matter After review of your loan, we determined that the original Customer Service agent, with whom you communicated the changes of Insurance carriers, did not request the new policy be paid by Guild as you requested The new Esurance policy cancelled due to non-payment, which is why we did not receive a copy of the new policyOnce Guild was in receipt of the new policy, we paid the total amount due The period of 3/31/through 6/2/was not initially covered; therefore, $for the lender-placed policy was paid from your Escrow account Upon further review, this amount has been reimbursed to your Escrow account due to Guild’s error in not issuing the payment for the new Esurance policyWe appreciate your feedback and thank you for bringing this matter to our attention, and please know, we take your concerns seriouslyIf you have any additional questions or concerns in regards to your loan account, please contact usSincerely, [redacted] Loan Servicing, Vice PresidentGuild Mortgage Company
Dear Mr [redacted] ,Guild Mortgage Company ("Guild") is in receipt of your correspondence dated September 29, from the Revdex.com ("Revdex.com")Guild appreciates the opportunity to review and respond to your COCefS.Your correspondence indicates concerns in relation to the fees assessed to your account and the negative credit reporting due to your pending refinance with a different lenderIn regards to the fees assessed to your account, there have been $in late fees assessedPer the Note, the monthly payment is due on the day of each month and late fees wilt be assessed if the Note holder (Guild has not received the full payment amount by the end of the calendar days after the date it is dueThe only other fees assessed were [redacted] for your payments remitted over the phoneThere are other free payment options available to pay your monthly payment, including the following options, which are also detailed on our website and the back of our monthly statement:Automatic Payment Authorization (ACH)The enrollment form is included with each monthly statement and can be mailed with your reply envelope providedIt can also be set up by Customer Service or online at www.guild TortgageCorn Payments by mail (personal check, money order, or cashier's check) One Time ACHThis is a free online payment option available for borrowers who have registered their loan on Aww.guld nortgage.cornThis single payment can be scheduled any day during the monthO Bilipay through your financial institutionIn regards to the late credit reporting, you are obligated per the signed Note to remit your payments on time until the loan is paid in fullAny pending refinance or payoffrequests do not waive the obligation to make the monthly payments as determined in the NoteTo date, we have still not received a payoff from R [redacted] even after sending the payoff demand to them using the fax number provided in their payoffrequestWe made multiple attempts to alert you of the delinquent payments by mail and by phone (see attached letters)The representative at [redacted] who instructed you not make your payments to Guild gave you incorrect informationUntil the loan is paid in full, you are obligated to make your payments to Guild on timeWe will not correct any delinquent credit reporting since the information we provided to the credit reporting agencies was accurate due to the delinquent remittance of your payments.When a loan reaches a stage of delinquency, usually before days, an inspection can be ordered to determine if the property is occupied (owner or other) and properly maintainedThe Servicer may schedule additional property inspections if the delinquency is not curedThe Department of Veteran Affairs states that a Servicer may do whatever is reasonable to protect their interest in the property, and this can include inspections of the property.We appreciate your feedback and thank you for bringing this matter to our attention, and please know, we take your concerns seriouslyIf you have any additional questions or concerns in regards to your loan account, please contact us.Sincerely,
Dear Ms [redacted] :Your June 12, correspondence with the Revdex.com, Inc(Revdex.com) regarding your experience with Guild Mortgage Company (“Guild”) has been forwarded to our attentionThank you for the opportunity to review and address your concerns.It appears that your concerns regarding paperwork and loan application assistance have since been resolvedOur records show that as of July 6, 2015, a Guild loan officer is assisting you with your loan application and paperworkIf you believe that your issues are not resolved, or if you would like Guild to look further into your concerns, please do not hesitate to contact us via phone at [redacted] If you prefer to contact us in writing, please mail your request to Guild Mortgage Company, c/o Quality Assurance Department – Borrower Escalations, [redacted] ***.Thank you,Guild Mortgage CompanyCompliance Department
Re: Complaint Submitted via e-mail Loan Number# [redacted] Better Business Bureau: case # [redacted] Dear Ms***: This letter is in response to your correspondence received by Guild Mortgage Company (“Guild”) on August 16, which was submitted through the Revdex.comThank you for the opportunity to review and address your concerns Your correspondence relates to your dissatisfaction with the monetary assistance you received from Guild on behalf of your moving cost subsequent to your loan closing Guild understands the moving process can be stressful; thus, we empathize with your situationBased on our investigation, Guild recognizes there may have been miscommunication on the part of our branchWe apologize for any inconvenience this may have causedWe have addressed this matter with the branch and taken the necessary actions to ensure this type of miscommunication does not occur in the futureFor your inconvenience and to express our apology the branch is in the process of refunding the $you paid towards the moving cost The branch will be mailing you a check within the next two weeks Thank you for bringing this matter to our attention, and please know, we take your concerns seriously Sincerely, [redacted] Vice President, Compliance & Legal Affairs Guild Mortgage
Dear Ms***,Guild Mortgage Company ("Guild") is in receipt of your Revdex.com Complaint dated September 1, Guild's Compliance Department received your complaint on September 5, Guild appreciates the opportunity to review and respond to your concerns.Your complaint references concern regarding the Payoff amount on your Guild loan number You have alleged that Guild improperly withheld $9,of your "final payout" amount from the sale of your propertyYou also claim that you spoke with Guild employee " [redacted] " who told youthere would be no fees for selling your home.We have conducted research to determine what happened regarding your loan Payoffamount to GuildOn July 17, 2017, you spoke with [redacted] from the Loan Counseling Department and asked if there would be a "penalty” for selling your home prior to owning it for two yearsMs [redacted] advised you to check your Note and Deed to determine whether there would be a penaltyUltimately, there were no fees added to the loan Payoff amount as a "penalty" for selling your home.The principal balance at the time of Payoff on August 28, 2017, was $141,At that time, your loan was past due for payments in the amount of S(S6,total)Per the loan Note that was signed at loan origination, you are responsible for remitting the full payment due the of each month until the obligation is paid in fullAs such, payments in the amount of $6,were still owed and were properly added to the Payoff amount on your loanAdditionally, your loan was in foreclosure at the time the property was soldAs such, foreclosure fees were assessed in the amount of $3,and were also included in the Payoff amountPlease be advised that the foreclosure fees are not a penalty for selling the property, but a cost associated with the delinquency of the account that was accrued and due Guild at the time of PayoffThe total Payoff amount was $151,Upon concluding our review of this matter, we have determined that the Payoff amount accurately reflects the amount owed on your loan and no funds were improperly withheld by GuildShould you have further questions regarding your refund, please contact your title company.We appreciate your feedback and thank you for bringing this matter to our attentionShould you have any additional questions or Concerns, please contact us.Sincerely,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [We don't have any question about the payment increase; my address has NOT been changed since we applied this loan, we haven't received any payment slip until Dec, that why we pay the same amount as what we paid before Oct We DID pay the loan on time, even before 1st of each month ( I can provide the bank statement if need); So we should NOT pay any late fee.] Regards, [redacted] **
Re: Guild Mortgage Loan # [redacted] Revdex.com ID: [redacted] Dear Mrand Ms [redacted] .This letter is in response to the correspondence we received from the Revdex.com regarding your request for a loan modificationYour letter was forwarded to me for review and response.Please note that Guild services your loan on behalf of your insurer, the U.SDepartment of Veteran Affairs ("VA")Typically any changes made to the terms on an existing mortgage loan require all Note borrowers to sign the respective modification agreementsUpon receipt of your letter, we reached out to the VA to get permission to allow for only one signature based on the documentation providedThe VA has given us this permission.Your loan has been approved for a modification pending receipt from the title company that the title is clear and there are no liens that would threaten our first lien position after the loan is modifiedWe expect to receive the confirmation from the title company during the first two weeks of JulyOnce we have confirmed there are no issues with title, your loan modification paperwork will be overnight mailed to you for execution.We were hoping to have received confirmation of clear title before having to formally respond to this letter; however, as of today we have not received this informationWe will contact you as soon as this documentation is receivedIf you need further assistance or have any questions, feel free to contact me at 858-627-2334.Sincerely,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below In response to the Guild representative, I would say that the information she provided was completely falseJust bogusMy husband was never on the home loan applicationThe applicants were my mother and myselfMy mother has excellent credit and could have been on the loan by herselfMr [redacted] did not offer that option simply because he just refused to work with usMy credit was pulled prior to the day expiration dateI have this documentation as well as the date of my original approvalNone of which exceeded daysMr [redacted] assured me that my credit would not be pulled again until the day expiration date occurredMy credit was pulled again after on days! Mr ***'s competent assistant [redacted] advised me to go and have my credit pulled by multiple insurance companies for home insuranceThese people screwed me over and played a lot of games with me and my motherAlso, after my complaint was filled, I received an email of my home inspection just a few days ago by another one of Mr***s team members [redacted] ***The date of the email was Thursday, October , at 8:amThese people are complete i
sWhy was my mother not approved for the home loan? What was wrong with her credit? My mothers tax return showed a six figured incomeIf they didn't want me to be on the loan than why didn't they just take me off and allow my mother only? You want to know why? Well its simple, it was because Guild Mortgage Company didn't want to work with usEveryone needs to know thisIt was unfair and unethical Regards, [redacted]
Please see the attached response conveying the information belowDear Ms [redacted] : Guild Mortgage Company (“Guild”) is in receipt of your correspondence dated January 24, Guild appreciates the opportunity to review and respond to your concernsYour correspondence indicates concerns in relation to the change of Hazard Insurance providers in and the service provided by the Guild representatives We apologize for the time and effort you expended to resolve this matter After review of your loan, we determined that the original Customer Service agent, with whom you communicated the changes of Insurance carriers, did not request the new policy be paid by Guild as you requested The new Esurance policy cancelled due to non-payment, which is why we did not receive a copy of the new policyOnce Guild was in receipt of the new policy, we paid the total amount due The period of 3/31/through 6/2/was not initially covered; therefore, $for the lender-placed policy was paid from your Escrow account Upon further review, this amount has been reimbursed to your Escrow account due to Guild’s error in not issuing the payment for the new Esurance policyWe appreciate your feedback and thank you for bringing this matter to our attention, and please know, we take your concerns seriouslyIf you have any additional questions or concerns in regards to your loan account, please contact usSincerely, [redacted] Loan Servicing, Vice PresidentGuild Mortgage Company
Dear Mr [redacted] ,Guild Mortgage Company ("Guild") is in receipt of your correspondence dated September 29, from the Revdex.com ("Revdex.com")Guild appreciates the opportunity to review and respond to your COCefS.Your correspondence indicates concerns in relation to the fees assessed to your account and the negative credit reporting due to your pending refinance with a different lenderIn regards to the fees assessed to your account, there have been $in late fees assessedPer the Note, the monthly payment is due on the day of each month and late fees wilt be assessed if the Note holder (Guild has not received the full payment amount by the end of the calendar days after the date it is dueThe only other fees assessed were [redacted] for your payments remitted over the phoneThere are other free payment options available to pay your monthly payment, including the following options, which are also detailed on our website and the back of our monthly statement:Automatic Payment Authorization (ACH)The enrollment form is included with each monthly statement and can be mailed with your reply envelope providedIt can also be set up by Customer Service or online at www.guild TortgageCorn Payments by mail (personal check, money order, or cashier's check) One Time ACHThis is a free online payment option available for borrowers who have registered their loan on Aww.guld nortgage.cornThis single payment can be scheduled any day during the monthO Bilipay through your financial institutionIn regards to the late credit reporting, you are obligated per the signed Note to remit your payments on time until the loan is paid in fullAny pending refinance or payoffrequests do not waive the obligation to make the monthly payments as determined in the NoteTo date, we have still not received a payoff from R [redacted] even after sending the payoff demand to them using the fax number provided in their payoffrequestWe made multiple attempts to alert you of the delinquent payments by mail and by phone (see attached letters)The representative at [redacted] who instructed you not make your payments to Guild gave you incorrect informationUntil the loan is paid in full, you are obligated to make your payments to Guild on timeWe will not correct any delinquent credit reporting since the information we provided to the credit reporting agencies was accurate due to the delinquent remittance of your payments.When a loan reaches a stage of delinquency, usually before days, an inspection can be ordered to determine if the property is occupied (owner or other) and properly maintainedThe Servicer may schedule additional property inspections if the delinquency is not curedThe Department of Veteran Affairs states that a Servicer may do whatever is reasonable to protect their interest in the property, and this can include inspections of the property.We appreciate your feedback and thank you for bringing this matter to our attention, and please know, we take your concerns seriouslyIf you have any additional questions or concerns in regards to your loan account, please contact us.Sincerely,
Dear Ms [redacted] :Your June 12, correspondence with the Revdex.com, Inc(Revdex.com) regarding your experience with Guild Mortgage Company (“Guild”) has been forwarded to our attentionThank you for the opportunity to review and address your concerns.It appears that your concerns regarding paperwork and loan application assistance have since been resolvedOur records show that as of July 6, 2015, a Guild loan officer is assisting you with your loan application and paperworkIf you believe that your issues are not resolved, or if you would like Guild to look further into your concerns, please do not hesitate to contact us via phone at [redacted] If you prefer to contact us in writing, please mail your request to Guild Mortgage Company, c/o Quality Assurance Department – Borrower Escalations, [redacted] ***.Thank you,Guild Mortgage CompanyCompliance Department
Re: Complaint Submitted via e-mail Loan Number# [redacted] Better Business Bureau: case # [redacted] Dear Ms***: This letter is in response to your correspondence received by Guild Mortgage Company (“Guild”) on August 16, which was submitted through the Revdex.comThank you for the opportunity to review and address your concerns Your correspondence relates to your dissatisfaction with the monetary assistance you received from Guild on behalf of your moving cost subsequent to your loan closing Guild understands the moving process can be stressful; thus, we empathize with your situationBased on our investigation, Guild recognizes there may have been miscommunication on the part of our branchWe apologize for any inconvenience this may have causedWe have addressed this matter with the branch and taken the necessary actions to ensure this type of miscommunication does not occur in the futureFor your inconvenience and to express our apology the branch is in the process of refunding the $you paid towards the moving cost The branch will be mailing you a check within the next two weeks Thank you for bringing this matter to our attention, and please know, we take your concerns seriously Sincerely, [redacted] Vice President, Compliance & Legal Affairs Guild Mortgage
Dear Ms***,Guild Mortgage Company ("Guild") is in receipt of your Revdex.com Complaint dated September 1, Guild's Compliance Department received your complaint on September 5, Guild appreciates the opportunity to review and respond to your concerns.Your complaint references concern regarding the Payoff amount on your Guild loan number You have alleged that Guild improperly withheld $9,of your "final payout" amount from the sale of your propertyYou also claim that you spoke with Guild employee " [redacted] " who told youthere would be no fees for selling your home.We have conducted research to determine what happened regarding your loan Payoffamount to GuildOn July 17, 2017, you spoke with [redacted] from the Loan Counseling Department and asked if there would be a "penalty” for selling your home prior to owning it for two yearsMs [redacted] advised you to check your Note and Deed to determine whether there would be a penaltyUltimately, there were no fees added to the loan Payoff amount as a "penalty" for selling your home.The principal balance at the time of Payoff on August 28, 2017, was $141,At that time, your loan was past due for payments in the amount of S(S6,total)Per the loan Note that was signed at loan origination, you are responsible for remitting the full payment due the of each month until the obligation is paid in fullAs such, payments in the amount of $6,were still owed and were properly added to the Payoff amount on your loanAdditionally, your loan was in foreclosure at the time the property was soldAs such, foreclosure fees were assessed in the amount of $3,and were also included in the Payoff amountPlease be advised that the foreclosure fees are not a penalty for selling the property, but a cost associated with the delinquency of the account that was accrued and due Guild at the time of PayoffThe total Payoff amount was $151,Upon concluding our review of this matter, we have determined that the Payoff amount accurately reflects the amount owed on your loan and no funds were improperly withheld by GuildShould you have further questions regarding your refund, please contact your title company.We appreciate your feedback and thank you for bringing this matter to our attentionShould you have any additional questions or Concerns, please contact us.Sincerely,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [We don't have any question about the payment increase; my address has NOT been changed since we applied this loan, we haven't received any payment slip until Dec, that why we pay the same amount as what we paid before Oct We DID pay the loan on time, even before 1st of each month ( I can provide the bank statement if need); So we should NOT pay any late fee.] Regards, [redacted] **
Re: Guild Mortgage Loan # [redacted] Revdex.com ID: [redacted] Dear Mrand Ms [redacted] .This letter is in response to the correspondence we received from the Revdex.com regarding your request for a loan modificationYour letter was forwarded to me for review and response.Please note that Guild services your loan on behalf of your insurer, the U.SDepartment of Veteran Affairs ("VA")Typically any changes made to the terms on an existing mortgage loan require all Note borrowers to sign the respective modification agreementsUpon receipt of your letter, we reached out to the VA to get permission to allow for only one signature based on the documentation providedThe VA has given us this permission.Your loan has been approved for a modification pending receipt from the title company that the title is clear and there are no liens that would threaten our first lien position after the loan is modifiedWe expect to receive the confirmation from the title company during the first two weeks of JulyOnce we have confirmed there are no issues with title, your loan modification paperwork will be overnight mailed to you for execution.We were hoping to have received confirmation of clear title before having to formally respond to this letter; however, as of today we have not received this informationWe will contact you as soon as this documentation is receivedIf you need further assistance or have any questions, feel free to contact me at 858-627-2334.Sincerely,