Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I was not aware of the $appraisal fee until after the loan process startedI remember saying that if I knew about this appraisal fee I would never have started this loan processI sacrificed paying bills to pay this appraisal fee Regards, *** ***
Thank you for bringing this to our attentionWe take all feedback seriouslyThe compliance department listened to all correspondence between the loan advisor and borrowerIt is our opinion that the loan advisor acted in the best interest of the borrowerThe loan advisor was unable to use the income from the part time job due to Fannie Mae restrictionsRoyal quickly advised the borrower that we were still able to do the exact same loan on a year termAll of our loans have no pre-payment penalty which would allow the borrower to make the year payment if the borrower likedWe have delivered the appraisal to the borrower and will be happy to release the appraisal to any lender that will be able to write a year noteRest assured her comments will be shared with our training department to help improve our customer service
Thank you for bringing this to our attentionWe take all feedback seriouslyThe compliance department listened to all correspondence between the loan advisor and borrowerIt is our opinion that the loan advisor acted in the best interest of the borrowerAfter reviewing all information, Royal United Mortgage acknowledged that there was miscommunication on this file between the loan advisor and Ms[redacted] Because of the level of miscommunication, it was determined that Ms [redacted] should receive half the cost of the appraisal back in a refundThe loan advisor called Ms [redacted] on January 7th to let her know that half of the cost of the appraisal that was paid for, would be refunded to herThe first check request was over looked in our accounting departmentWe have mailed a new check out on 1/28/Per the recorded call, Ms [redacted] did not give any indication that she was not okay with this and acknowledged her gratitude in receiving half of the amount of the appraisal backWe deeply regret that Ms[redacted] did not feel fully informed while working with usRest assured Ms [redacted] ’s comments will be shared with our training department to help improve our customer service
Thank you for bringing this to our attentionWe take all feedback seriouslyThe compliance department listened to all correspondence between the loan advisor and borrowerIt is our opinion that the loan advisor acted in the best interest of the borrowerThe loan advisor and manager did extensive work on Mr [redacted] file before any appraisal money was collected from the customerAs in this case, typically the title report was delivered after the appraisal was completed From the title report Royal United Mortgage and the customer became aware of the issue that would cause the loan not to meet Fannie Mae guidelinesRoyal has delivered the appraisal to the borrower in hopes that another lender would be able to complete his transactionRest assured his comments will be shared with our training department to help improve our customer service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below In their (Royal United Mortgage) original email to me with appraisal attached they wrote:"Note that an appraiser must follow professional standards and is not allowed to discuss the report(s) with you or provide a copy of the appraisal directly to youPlease feel free to contact our office if you have any questions."And now as then, after I complain about the poor quality of the appraisal they hired, Royal United Mortgage is denying any responsibility; even though they hired the appraiser.Their response to the Revdex.com: “We encourage that Mr [redacted] contact the 3rd party directly.”I’m glad I saved all their emailsJust the facts please.I've contacted someone else about the refund.I just hope anyone reading this will think twice before trusting Royal United Mortgage Regards[redacted]
We take all feedback seriously, thank you for bringing this to our attentionPlease accept this email as a formal response to the complaintBased upon this feedback we listened to all correspondence between Royal United Mortgage and Ms [redacted] It is our opinion that the loan advisor acted in good faithThe loan was denied due to a job gab that we were unaware of till the appraisal was received We regret that Ms [redacted] experience was negative and we are very sensitive to this issueRest assured her comments are shared internally and with our training department to help improve our company
Thank you for bringing this to our attentionWe take all feedback seriouslyRoyal United Mortgage immediately opened an investigation and listened to all correspondance with the borrowerAfter Royal reviewed the calls the compliance department found no claims that the loan advisor advised the client that the house would appraise at a certain valueFurthermore, Royal United Mortgage recieves our leads from internet aggregate sources where potential clients input their informationBelow is the snip it from the lead where Mr [redacted] indicated the house would appraise at 190,Please know that Royal United Mortgage is very sensitive to this topic and would never order an appraisal if we knew the value wouldn’t be supported by an independent HVCC appraiserRest assured Mr [redacted] ’s comments will be shared with our training department to help improve our customer service
Thank you for bringing this to our attentionWe take all feedback seriouslyThe compliance division apologizes greatly for thinking that Royal United Mortgage is/has lied to you in the pastThe compliance department would like to inform Mrs [redacted] that we received the business tax returns that showed two rental properties; which were calculated into the DTI and was inside the acceptable parameters per Fannie Mae guidelinesAfter the appraisal was completed Royal United Mortgage discovered other properties from a report from [redacted] Once the taxes and insurance information was calculated the DTI was outside the approved parameters per Fannie MaeRoyal United Mortgage will be happy to assist in transferring the appraisal to any lender that will be able to service Mrs [redacted] Please note the loan advisor and manager did extensive work on Mrs [redacted] ’s file before any appraisal money was collected from the customerDue to the public nature of the Revdex.com we are unable to upload any loan documentation or credit reportsHad the findings shown a different result, a different action would have been taken by Royal United Mortgage
We take all feedback seriously, thank you for bringing this to our attentionPlease accept this email as a formal response to the complaintBased upon this feedback we listened to all correspondence between Royal United Mortgage and Mr [redacted] We have removed all contact information for Mr [redacted] Many companies attempt to reach Lending Tree inquiries simultaneously and unfortunately this can lead to multiple calls in a short time frameMr [redacted] is correct that there are specific time frames that telemarketers must followRoyal United Mortgage is not a telemarketing company and as such has no such restrictions We regret that Mr [redacted] experience was negative and we are very sensitive to the impact of a first impression Rest assured his comments are shared internally and with our training department to help improve our company
We take all feedback seriously, thank you for bringing this to our attentionPlease accept this email as a formal response to the complaintBased upon this feedback we listened to all correspondence between Royal United Mortgage and Ms [redacted] Royal does agree that there were areas of miscommunication on this fileRoyal has conducted training with the loan advisor to ensure this doesn’t happen againAlso, whenever there is this much miscommunication on a file Royal will refund the appraisal to the borrowerRoyal has sent the check request through to Ms [redacted] and it will be delivered in the mailWe regret that Ms [redacted] ’s experience was negative and we are very sensitive to the impact of a first impressionRoyal United thanks Ms [redacted] greatly for her comments as it helped improve our company
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below First, United Mortgage at no point said I paid a non-refundable waiver for an appraisalIn fact, the original issue was the amount of untruths including a $appraisal that I said I was not going to pay and wanted to void the whole transactionThe only reason I even received a follow up call was because I logged a complaint with the Revdex.comUnited lied again saying they would call me back and it should not be a problem with my $200, this was Monday last week, but they never did call me backThis company is outrageousOn Saturday March 19th I received, in the mail, a bill from my home owners insurance company that had United Mortgage as the lender!!! United Mortgage actually sent to my homeowners insurance AFTER I said I wanted out of this fiascoI have been in the service industry for over years and cannot believe thisI read all the negative reviews via the internet about this company in the last weekIt is unbelievable that their business practices are even legalI hope the Revdex.com can deeper dive into my words and see what is going onThe same guy who is sending you responses is the same guy that lied to meSuch a cover up and a mistreatment to an innocent party Regards, [redacted] ***
We take all feedback seriously, thank you for bringing this to our attentionPlease accept this email as a formal response to the above complaintBased upon this feedback we listened to all correspondence between Mr [redacted] and Royal United MortgageThe first time Mr [redacted] asked to be put on the do not call list Royal executed the request immediatelyNo further contact will occur with the customerMany companies attempt to reach Easy Loan Site inquiries simultaneously and unfortunately this can lead to multiple calls in a short time frameWe respect each consumer's request to cease calling and quickly take the appropriate steps to complyWe regret that Mr [redacted] experience wasnegative and we are very sensitive to the impact of a first impressionRest assured her comments are shared internally and with our training department to help improve our company
The appraisal service was disclosed within hours in writing and verbally of taking a completed applicationWhich is inside the timing requirements of federal and state regulationsRoyal United Mortgage apologizes that the customer was not satisfied with our services; however, all fees were disclosed to the borrower
Thank you for bringing this to our attentionWe take all feedback seriouslyThe compliance department listened to all correspondence between the loan advisor and borrowerIt is our opinion that the loan advisoracted in the best interest of the borrowerThe loan advisor and manager did extensive work on Mr [redacted] s file before any appraisal money was collected from the customerAs in this case, typically the title report was delivered after the appraisal was completed From the title report Royal United Mortgage and the customer became aware of a lien not on the credit reportThe loan advisor quickly called Mr [redacted] and advised him of our findings Due to the public nature of the Revdex.com we are unable to upload any loan documentation or credit reportsHad the findings shown a different result, a different action would have been taken by Royal United MortgageRest assured Mr [redacted] s comments will be shared with our training department to help improve our customer service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below The first good faith estimate that [redacted] gave me before I paid for appraisal said my monthly payment would be $and no escrow account then after they got the appraisal back they sent me another Good faith estimate with a $500+ because they added escrow accountI never would have went ahead with appraisal if they had said my payment was going to be that much Regards, [redacted] ***
Thank you for submitting this to our attentionWe take all feedback seriouslyThere are a handful of expenses that are not on your credit report, and certain deductions on tax returns, that do affect a client’s debt to incomeMr [redacted] signed the Uniform Residential Loan Application (1003) which shows at initial application Royal United Mortgage was unaware of and was not taking into account any homeowner association dues into the client’s debt to incomeRoyal wasn’t made aware of the home owners association dues until after the appraisal was already completedWith this level of miscommunication between the loan advisor and the borrower and shared responsibility between the two parties the compliance department has sent a refund of half the cost of the appraisal fee to Mr [redacted] Royal United Mortgage does share all feedback with our training department to help make our company betterDue to the public nature of the Revdex.com we are unable to upload any loan documentation or credit reportsHad the findings shown a different result, a different action would have been taken by Royal United Mortgage
Thank you for bringing this to our attentionWe take all feedback seriouslyIt is our opinion that the loan advisor acted in the best interest of the borrowerMr [redacted] misunderstood the importance of informing that his part time employment was not continuous when discussing income calculations We received this information when the written verification of employment was returned to Royal United Mortgage and would of quickly advised the appraisal management company to stop the appraisal process, unfortunately the appraisal had already been completed at this timeRoyal United Mortgage has delivered the appraisal to Mr [redacted] and will gladly transfer the appraisal to any mortgage companyHad the findings shown a different result, a different action would have been taken by Royal United MortgageRest assured his comments will be shared with our training department to help improve our customer service
Thank you for bringing this to our attentionWe take all feedback seriouslyIt is our opinion that the loan officer acted in the best interest of the borrowerThe loan officer responded to the client on Monday after the client presented the problem on SaturdayThe loan advisor told Ms McGill to contact her insurance company and inform them that Royal United Mortgage does not hold the clients mortgage and to have it switchedIt is common process for home owners insurance to list the company that the client is refinancing with prior to the finalization of a loanRest assured Ms [redacted] s’ comments will be shared with our training department to help improve our customer service
Thank you for bringing this matter to our attentionThe appraisal was canceled on Friday 9/8/due to the fact that we could not move forward with the loanWhile we put a lot of effort into getting this loan funded for the borrower, underwriting came across a problem that would not allow us to proceedRoyal United is committed to providing excellent customer service and in no way would expect a borrower to pay for a service that was never renderedA refund was issued Monday 9/11/to the borrower
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I was not aware of the $appraisal fee until after the loan process startedI remember saying that if I knew about this appraisal fee I would never have started this loan processI sacrificed paying bills to pay this appraisal fee Regards, *** ***
Thank you for bringing this to our attentionWe take all feedback seriouslyThe compliance department listened to all correspondence between the loan advisor and borrowerIt is our opinion that the loan advisor acted in the best interest of the borrowerThe loan advisor was unable to use the income from the part time job due to Fannie Mae restrictionsRoyal quickly advised the borrower that we were still able to do the exact same loan on a year termAll of our loans have no pre-payment penalty which would allow the borrower to make the year payment if the borrower likedWe have delivered the appraisal to the borrower and will be happy to release the appraisal to any lender that will be able to write a year noteRest assured her comments will be shared with our training department to help improve our customer service
Thank you for bringing this to our attentionWe take all feedback seriouslyThe compliance department listened to all correspondence between the loan advisor and borrowerIt is our opinion that the loan advisor acted in the best interest of the borrowerAfter reviewing all information, Royal United Mortgage acknowledged that there was miscommunication on this file between the loan advisor and Ms[redacted] Because of the level of miscommunication, it was determined that Ms [redacted] should receive half the cost of the appraisal back in a refundThe loan advisor called Ms [redacted] on January 7th to let her know that half of the cost of the appraisal that was paid for, would be refunded to herThe first check request was over looked in our accounting departmentWe have mailed a new check out on 1/28/Per the recorded call, Ms [redacted] did not give any indication that she was not okay with this and acknowledged her gratitude in receiving half of the amount of the appraisal backWe deeply regret that Ms[redacted] did not feel fully informed while working with usRest assured Ms [redacted] ’s comments will be shared with our training department to help improve our customer service
Thank you for bringing this to our attentionWe take all feedback seriouslyThe compliance department listened to all correspondence between the loan advisor and borrowerIt is our opinion that the loan advisor acted in the best interest of the borrowerThe loan advisor and manager did extensive work on Mr [redacted] file before any appraisal money was collected from the customerAs in this case, typically the title report was delivered after the appraisal was completed From the title report Royal United Mortgage and the customer became aware of the issue that would cause the loan not to meet Fannie Mae guidelinesRoyal has delivered the appraisal to the borrower in hopes that another lender would be able to complete his transactionRest assured his comments will be shared with our training department to help improve our customer service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below In their (Royal United Mortgage) original email to me with appraisal attached they wrote:"Note that an appraiser must follow professional standards and is not allowed to discuss the report(s) with you or provide a copy of the appraisal directly to youPlease feel free to contact our office if you have any questions."And now as then, after I complain about the poor quality of the appraisal they hired, Royal United Mortgage is denying any responsibility; even though they hired the appraiser.Their response to the Revdex.com: “We encourage that Mr [redacted] contact the 3rd party directly.”I’m glad I saved all their emailsJust the facts please.I've contacted someone else about the refund.I just hope anyone reading this will think twice before trusting Royal United Mortgage Regards[redacted]
We take all feedback seriously, thank you for bringing this to our attentionPlease accept this email as a formal response to the complaintBased upon this feedback we listened to all correspondence between Royal United Mortgage and Ms [redacted] It is our opinion that the loan advisor acted in good faithThe loan was denied due to a job gab that we were unaware of till the appraisal was received We regret that Ms [redacted] experience was negative and we are very sensitive to this issueRest assured her comments are shared internally and with our training department to help improve our company
Thank you for bringing this to our attentionWe take all feedback seriouslyRoyal United Mortgage immediately opened an investigation and listened to all correspondance with the borrowerAfter Royal reviewed the calls the compliance department found no claims that the loan advisor advised the client that the house would appraise at a certain valueFurthermore, Royal United Mortgage recieves our leads from internet aggregate sources where potential clients input their informationBelow is the snip it from the lead where Mr [redacted] indicated the house would appraise at 190,Please know that Royal United Mortgage is very sensitive to this topic and would never order an appraisal if we knew the value wouldn’t be supported by an independent HVCC appraiserRest assured Mr [redacted] ’s comments will be shared with our training department to help improve our customer service
Thank you for bringing this to our attentionWe take all feedback seriouslyThe compliance division apologizes greatly for thinking that Royal United Mortgage is/has lied to you in the pastThe compliance department would like to inform Mrs [redacted] that we received the business tax returns that showed two rental properties; which were calculated into the DTI and was inside the acceptable parameters per Fannie Mae guidelinesAfter the appraisal was completed Royal United Mortgage discovered other properties from a report from [redacted] Once the taxes and insurance information was calculated the DTI was outside the approved parameters per Fannie MaeRoyal United Mortgage will be happy to assist in transferring the appraisal to any lender that will be able to service Mrs [redacted] Please note the loan advisor and manager did extensive work on Mrs [redacted] ’s file before any appraisal money was collected from the customerDue to the public nature of the Revdex.com we are unable to upload any loan documentation or credit reportsHad the findings shown a different result, a different action would have been taken by Royal United Mortgage
We take all feedback seriously, thank you for bringing this to our attentionPlease accept this email as a formal response to the complaintBased upon this feedback we listened to all correspondence between Royal United Mortgage and Mr [redacted] We have removed all contact information for Mr [redacted] Many companies attempt to reach Lending Tree inquiries simultaneously and unfortunately this can lead to multiple calls in a short time frameMr [redacted] is correct that there are specific time frames that telemarketers must followRoyal United Mortgage is not a telemarketing company and as such has no such restrictions We regret that Mr [redacted] experience was negative and we are very sensitive to the impact of a first impression Rest assured his comments are shared internally and with our training department to help improve our company
We take all feedback seriously, thank you for bringing this to our attentionPlease accept this email as a formal response to the complaintBased upon this feedback we listened to all correspondence between Royal United Mortgage and Ms [redacted] Royal does agree that there were areas of miscommunication on this fileRoyal has conducted training with the loan advisor to ensure this doesn’t happen againAlso, whenever there is this much miscommunication on a file Royal will refund the appraisal to the borrowerRoyal has sent the check request through to Ms [redacted] and it will be delivered in the mailWe regret that Ms [redacted] ’s experience was negative and we are very sensitive to the impact of a first impressionRoyal United thanks Ms [redacted] greatly for her comments as it helped improve our company
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below First, United Mortgage at no point said I paid a non-refundable waiver for an appraisalIn fact, the original issue was the amount of untruths including a $appraisal that I said I was not going to pay and wanted to void the whole transactionThe only reason I even received a follow up call was because I logged a complaint with the Revdex.comUnited lied again saying they would call me back and it should not be a problem with my $200, this was Monday last week, but they never did call me backThis company is outrageousOn Saturday March 19th I received, in the mail, a bill from my home owners insurance company that had United Mortgage as the lender!!! United Mortgage actually sent to my homeowners insurance AFTER I said I wanted out of this fiascoI have been in the service industry for over years and cannot believe thisI read all the negative reviews via the internet about this company in the last weekIt is unbelievable that their business practices are even legalI hope the Revdex.com can deeper dive into my words and see what is going onThe same guy who is sending you responses is the same guy that lied to meSuch a cover up and a mistreatment to an innocent party Regards, [redacted] ***
We take all feedback seriously, thank you for bringing this to our attentionPlease accept this email as a formal response to the above complaintBased upon this feedback we listened to all correspondence between Mr [redacted] and Royal United MortgageThe first time Mr [redacted] asked to be put on the do not call list Royal executed the request immediatelyNo further contact will occur with the customerMany companies attempt to reach Easy Loan Site inquiries simultaneously and unfortunately this can lead to multiple calls in a short time frameWe respect each consumer's request to cease calling and quickly take the appropriate steps to complyWe regret that Mr [redacted] experience wasnegative and we are very sensitive to the impact of a first impressionRest assured her comments are shared internally and with our training department to help improve our company
The appraisal service was disclosed within hours in writing and verbally of taking a completed applicationWhich is inside the timing requirements of federal and state regulationsRoyal United Mortgage apologizes that the customer was not satisfied with our services; however, all fees were disclosed to the borrower
Thank you for bringing this to our attentionWe take all feedback seriouslyThe compliance department listened to all correspondence between the loan advisor and borrowerIt is our opinion that the loan advisoracted in the best interest of the borrowerThe loan advisor and manager did extensive work on Mr [redacted] s file before any appraisal money was collected from the customerAs in this case, typically the title report was delivered after the appraisal was completed From the title report Royal United Mortgage and the customer became aware of a lien not on the credit reportThe loan advisor quickly called Mr [redacted] and advised him of our findings Due to the public nature of the Revdex.com we are unable to upload any loan documentation or credit reportsHad the findings shown a different result, a different action would have been taken by Royal United MortgageRest assured Mr [redacted] s comments will be shared with our training department to help improve our customer service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below The first good faith estimate that [redacted] gave me before I paid for appraisal said my monthly payment would be $and no escrow account then after they got the appraisal back they sent me another Good faith estimate with a $500+ because they added escrow accountI never would have went ahead with appraisal if they had said my payment was going to be that much Regards, [redacted] ***
Thank you for submitting this to our attentionWe take all feedback seriouslyThere are a handful of expenses that are not on your credit report, and certain deductions on tax returns, that do affect a client’s debt to incomeMr [redacted] signed the Uniform Residential Loan Application (1003) which shows at initial application Royal United Mortgage was unaware of and was not taking into account any homeowner association dues into the client’s debt to incomeRoyal wasn’t made aware of the home owners association dues until after the appraisal was already completedWith this level of miscommunication between the loan advisor and the borrower and shared responsibility between the two parties the compliance department has sent a refund of half the cost of the appraisal fee to Mr [redacted] Royal United Mortgage does share all feedback with our training department to help make our company betterDue to the public nature of the Revdex.com we are unable to upload any loan documentation or credit reportsHad the findings shown a different result, a different action would have been taken by Royal United Mortgage
Thank you for bringing this to our attentionWe take all feedback seriouslyIt is our opinion that the loan advisor acted in the best interest of the borrowerMr [redacted] misunderstood the importance of informing that his part time employment was not continuous when discussing income calculations We received this information when the written verification of employment was returned to Royal United Mortgage and would of quickly advised the appraisal management company to stop the appraisal process, unfortunately the appraisal had already been completed at this timeRoyal United Mortgage has delivered the appraisal to Mr [redacted] and will gladly transfer the appraisal to any mortgage companyHad the findings shown a different result, a different action would have been taken by Royal United MortgageRest assured his comments will be shared with our training department to help improve our customer service
Thank you for bringing this to our attentionWe take all feedback seriouslyIt is our opinion that the loan officer acted in the best interest of the borrowerThe loan officer responded to the client on Monday after the client presented the problem on SaturdayThe loan advisor told Ms McGill to contact her insurance company and inform them that Royal United Mortgage does not hold the clients mortgage and to have it switchedIt is common process for home owners insurance to list the company that the client is refinancing with prior to the finalization of a loanRest assured Ms [redacted] s’ comments will be shared with our training department to help improve our customer service
Thank you for bringing this matter to our attentionThe appraisal was canceled on Friday 9/8/due to the fact that we could not move forward with the loanWhile we put a lot of effort into getting this loan funded for the borrower, underwriting came across a problem that would not allow us to proceedRoyal United is committed to providing excellent customer service and in no way would expect a borrower to pay for a service that was never renderedA refund was issued Monday 9/11/to the borrower