360 Mortgage Group, LLC

Dear *** ***,Mortgage Group, LLC ("Mortgage") is in receipt of the complaint # *** filed with the Revdex.com ("Revdex.com") by *** *** on August 16, For this complaint, Mrs*** categorized the complaint as involving "Advertising issues" and in the body
of the complaint she includes statements regarding your request for a loan modification for the above referenced loan.Our records reflect that your loan with Mortgage is as follows: ***, with a Note Date 05/07/and a first payment due date of 07/01/This streamline refinance VA fixed loan has an interest rate of 4.25%This loan became days past due on 11/01/and is currently due for 12/01/As of the date of this letter, the loan has payments dueOur records also reflect that you are the only signing borrower on the Note, but *** is shown on the Deed of Trust as your wife.Your mortgage loan is partially guaranteed by the United States Department of Veteran Affairs ("VA")VA home retention options include repayment plans, special forbearances, and loan modificationsMortgage evaluates a mortgagor in default for mortgage payment assistance based on the VA eligibility requirements in the following order: repayment plan, special forbearance, standard loan modification, and VA-HAMP modificationA complete Borrower Response Package is required to conduct a formal review.In the complaint, Mrs*** states "We're trying to find some way for mortgage to work with us they still haven't tried to help us or work with us we have been working on this for years and we've been sending them the same paperwork over and over again for years..."Our records indicate that we have not received a complete Borrower Response Package from you; therefore, we have been unable to conduct a formal review of your loan for all potential VA loss mitigation options.Your most •recent application was deemed incomplete, and an Acknowledgement of Receipt of Borrower Response Package, which lists the missing documentation, was issued to you and your authorized third party, *** ***, on 06/27/A copy of this correspondence is enclosed for reference.We have attempted to work with you ånd your authorized •third party, *** ***, in obtaining a complete borrower response packageBetween 06/27/and 08/03/we made outbound phone attempts and sent email requests to *** *** in an effort to obtain a complete packageCopies of the email correspondences are enclosed for reference. On 08/07/17, due to you and your authorized third party's lack of response in providing a complete Borrower Response Package, an Application Withdrawal Notice was issuedOur document chase efforts were suspended on 08/15/17.On 08/16/17, the same day as *** ***'s complaint, we received new documents from *** ***Again, Mrs*** is not a signer / borrower on the Note / loanIf any income you want considered in the evaluation of potential workouts is attributable to Mrs***, then she will be required to be a signer of any workout agreements.In the complaint, Mrs*** mentions asking if your payment can be lowered to between $to $1,000.A VA standard loan modification consists of changing one or more terms of your mortgage, which may include capitalization of arrearages (delinquent interest, escrows advanced, legal fees and costs associated with a cancelled foreclosure, or other third party advances as applicable), extending the term up to months, and changing the interest rate to the current market for fixed rate loans as defined in VA guidelines.As of the date of this letter, your current mortgage payment is $2,532.42, and your arrearage is greater than $50,A modified payment of $1,or less cannot be achieved without viotating VA guidelinesAdditionally, your loan does not meet the VA modification requirement that at least monthly payments must have been made since the closing date of the loan as you only made total payments before defaulting on the subsequent paymentsIn some rare instances, VA will grant an exception to this requirement.As mentioned previously, a complete Borrower Response Package is needed in order to conduct a formal review of your loan for all potential VA loss mitigation optionsWe are in the process of reviewing the documents received 08/16/to determine completeness and acceptability.As of the date of this letter, your loan is in foreclosure, and a tentative foreclosure sale is scheduled for 08/23/With the foreclosure sale being less than days away, there is no guarantee that we will be able to evaluate you for alternatives to foreclosure before the scheduled foreclosure sale upon receipt of a complete Borrower Response Package.Please contact us toll-free at *** *** or via email at ***, Monday through Friday 8:00a.mto 7:p.m., CST regarding any questions pertaining to this matter.Sincerely,Customer CareMortgage Group LLC

Complaint: ***
I am rejecting this response because:I do not feel that 360Mortgage is owning up to their significant error. As a customer I expect Mortgage to take proper steps to ensure the solvency of my account through financial projections, such as review of several years tax history, flagging of dramatic tax changes, and a system of checks and balances that would have prevented this error in the first placeI am not a mortgage or escrow expert, that is what I look to Mortgage company to assist me with and I have put my trust in the companies polices and proceduresI feel that this was not done and did want to speak with upper management regarding thisI was told I could not speak with upper management as requested and my complaint would go no furtherI would still like a response owning up to this error by upper management and their consideration of resolving this financially from their end

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** If the late fee for September was removed that will be acceptable to meThe concerns that I have was that my account was flagged twice for late fees. In the first incident that I was charge a late fee that was subsequently removed occurred because the staff at Mortgage group did not set up the direct deposit with the paperwork that was turn in from the closing. mortgage rescinded the late charges but my records were still flagged. In the second incident the fault lays between USAA and mortgage. I have taken steps to resolve any other problems by ensuring the full mortgage payment will be paid in full on the 1st of the month effective November

The *** loan (#***) was acquired by Mortgage Group, LLC (“360MTG”) on March 5, 2015, after the loan closed by the ***’ lender At the time of loan closing, 2nd half taxes of $1,were due to be paid by 5/10/2015, for which, based on the origination documents provided
to us by the ***’ lender, the *** provided the funds at closingBoth the closing agent and the ***’ prior mortgage loan servicer paid these taxes, creating an over-payment of $1,637.67, which we have determined was retained by the county taxing agencyThe prior servicer reduced the escrow balance refunded to the *** by the amount of May taxesWhen the *** loan boarded our loan servicing system, the next tax payment due date was November for the 1st half of taxesWhen we received the tax bill from the county in November, it was for $60.32, which we now know to be the difference between the $1,1st half tax assessment and the $1,which the county had retained from the double payment of 2nd half taxes. When we paid the $billed amount for taxes, the payment amount updated our servicing system to reflect the 2nd half tax amount for to $60.32. On 1/22/we ran an escrow analysis on this loan and due to the adjusted tax amounts, an escrow overage check was mailed to the borrower in the amount of $1845.02. In April we received the 2nd half tax bill from the county for $1697.99. When this amount was paid, we updated our servicing system to reflect the estimate for tax amounts to be $(1st half due 11/and 2nd half due 4/2017).To summarize, the *** received an escrow overage check from 360MTG in January and the escrow portion of their payment was reduced, caused by the county applying the 2nd half double payment to his 1st half tax billed amountWhile the *** should have received the $1,from their prior servicer, they received full benefit of the double payment by having it applied by the county against their tax assessment After 360MTG’s payment of the 2nd half taxes in the amount of $1,697.99, we completed another escrow analysis on 7/26/which resulted in an escrow shortage amount of $and a payment increase of $effective 10/1/2016. When the borrower received the Escrow Analysis statement, she called customer service to discuss the shortage amount. The customer service manager emailed me regarding the ***’ concern with the payment increase, and we agreed to spread the shortage over months which would reduce the borrower’s payment by $effective 10/1/2016. The borrowers new monthly payment will be $1791.51, which is $more than their original payment. Customer Service explained to Mrs*** that we will spread the shortage amount over months, but she was not satisfied and said she was going to file a complaint The escrow shortage of $3,includes the escrow refund of $1845.02, which was paid to the *** in January These funds are needed in the escrow account, plus the months for which payments were reduced based on the county’s reduction of the November tax billAs stated above, spreading this shortage over months reduces the monthly amount, or the *** can return the $1,refund amount into their account, and we will re-analyze the escrow to further reduce the payment increase.”

Please see attachment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Am still displeased with the
service as I have come to find out that they would not have found a buyer for my loan considering the policies for lenders to give credit have changed Knowing I am a contract worker I would have to be employed by the same company on contract for years or a permanent employee of the company for someone to buy my loan Mortgage was aware I was on contract from the first request.
Regards,
*** ***

The attached correspondence was sent via FedEx to our customer. Thank you

Please find our response attached above along with a response from the title company.Thank you

Mortgage Group, LLC (“Mortgage”) is in receipt of your Revdex.com complaint filed on 09/23/regarding the payment of your tax and homeowner’s insurance and subsequent refunds for your VA loan number *** Our records reflect that your loan with Mortgage is as follows:
***, with a Note date of 5/19/with a first payment due date of 7/1/for your primary residence. Our records reflect your old loan with Mortgage is as follows: ***, with a Note date of 12/22/with the first payment due date of 2/1/which paid in full on 5/20/ In your complaint, you state: “Predatory Mortgage LendingWe completed a refinance with Mortgage on occasionsTax and homeowners payments deducted after closing were paid by mortgage broker / settlement company. Our county of residence provided documentation of tax payment for years and acknowledged that a payment from Mortgage had never been receivedThey provided documentation the settlement company had made paymentTold that we would be a refund coming to us(May 2016). On Oct we refinance to get away from Mortgage and we have experience the same problem with our escrow refundWe closed on Oct and received a call from Mortgage who inquired if we had completed refinanceOn Oct we noticed that a homeowner payment was deducted on Oct from our escrowOur new lender confirmed that they had made that paymentEmail history of my inquiries with Mortgage is available.”” Per the Real Estate Settlement Procedures Act (“RESPA”) we are required to pay escrowed items (taxes and hazard) out of your escrow account when they become due. When loans are refinanced so close to the due date of your taxes and/or hazard, there is a higher chance of double payment. If during the time when the payoff statement is requested and the payoff takes place an escrowed item becomes due, we have to pay it to avoid late payment. Right before closing the title/ settlement company asks the taxing authority and/or the insurance companies if a payment has been made, and if they state the taxes and/or insurance have not been paid, then they will be due at closing. Although we paid the taxes and insurance prior to closing, the taxing agency or insurance company may not have processed the check at that time and so they told the title/settlement company that the taxes or hazard had not been paid. For this reason there is verbiage on the payoff statement that is provided to you that states, “the escrow balance is subject to audit and may change due to receipts and/or disbursements from the account prior to payment in full.” In both instances you have refinanced your loan the same month that the escrowed items were being paid. We are required to pay these escrowed items and we do not have control over what the settlement agent says is due at closing. As stated before, they are getting that information straight from the taxing agency and the insurance company, not from Mortgage In regards to your 1st installment of taxes, that were paid twice to *** *** County, we received a bill from our taxing service on loan number *** that the county taxes were due on 5/23/and we disbursed them from your escrow account on 5/24/in the amount of $1728.28. When the settlement company requested a payoff statement on 4/28/the taxes had not been paid yet, and if they called *** *** County prior to closing, they would not have processed the payment yet, so the title company/settlement agent said the taxes needed to be paid at closing On 6/1/the *** called in and stated that the taxes had been double paid, which prompted our Tax Specialist to open a task to our tax service company, ***, to reach out to *** *** County. On 6/16/we received a response back that stated, “PER THE AGENCY, *** PAYMENT WAS APPLIED TO THE 1ST INSTALLMENT AND SETTLEMENT COMPANY TO THE 2NDTHEY STATED THAT THERE WAS A REFUND REQUEST AND THEY WILL BE SENDING BACK PAYMENT FROM *** AND MOVE THE 2ND PAYMENT TO THE 1ST INSTALLMENTSAID IT WILL PROBABLY BE ABOUT WEEKS OR SO TO RECEIVENOT SURE IF IT WILL BE SENT UNTIL AFTER TAX DUE DATEWILL BE SENT TO *** AND THEN FORWARDED TO YOU.” On 6/23/customer service called the *** to inform them that *** *** County had responded and said they would be issuing a refund in about weeks The Tax Specialist followed up on the refund today, 9/23/2016, and was told that *** *** County is still researching the issue and the refund check has not been cut Regarding your complaint regarding loan number ***, as of today, 09/23/2016, we have not received any payoff funds and this loan is not paid in full. We received a bill from *** *** Insurance for the homeowner’s policy on this loan on 9/19/and paid it on 9/21/2016. Since we are not involved in the refinance and have not received any payoff funds, I can’t speak to your new loan closing documents or when your new loan will close, but when the payoff statement was requested on 8/25/it contained the same verbiage stated above, “the escrow balance is subject to audit and may change due to receipts and/or disbursements from the account prior to payment in full.” It is possible that if the title company/ settlement agent called the insurance company before closing and they had not processed that insurance payment, then the insurance company may have stated the insurance payment was still due To summarize, refinancing a loan close to the tax and insurance due dates sometimes results in double payment of these items. This does not constitute predatory lending as mentioned in the complaint. Both of these refinances were within month of the escrowed items being due. Unfortunately, we have no control over the speed in which a taxing authority processes their tax refundsPlease know that Mortgage sent the request and we are still waiting on the county’s refund. As soon as we receive the refund, we will mail the refund check to you. Furthermore, we are required by law to pay all of the escrowed items when they become due, so as long as your loan is not paid in full, even if a payoff statement has been requested, we cannot withhold payment for escrowed items such as hazard and taxes

Dear *** ***,We are in receipt of the complaint that you filed with the RevDex.com.While we are sorry for the outcome of your loan decision, we feel that this is at no fault of Mortgage Group’s. Multiple representatives of Mortgage attempted to
satisfy and resolve your concerns prior to the complaint including the senior loan officer, loan processor and the managerResponse to the Case Description: 1. When a borrower switches lenders regardless of savings in the form of reduced fees or interest rates it is not the responsibility or expense of the lenders totransfer the required documents.2. Borrowers will often have their credit pulled multiple times during the loan process Pulling credit initially to see if the borrower(s) are qualified is the first timeThrough the process of underwriting/approval of the loan an updated credit profile is used to approve a loan.3. Borrower(s) that experience changes in their credit report during the application and approval process are expected to clarify, explain and supply documentation to clear credit concerns until a loan is approved, closed and funded.4. *** *** specifically experienced additional derogatory items on his credit report during the loan process that eliminated his qualification for the loan desired.5. Loan officers initially qualifying a borrower as an applicant does not constitute a contract to approve and rather permits the lender to thoroughly qualify theborrower for the desired loan.6. There are zero costs associated with the transferring of documents at the request of the borrower*** *** request to transfer documents to another lender was done in a timely and professional manner.7. Credit inquiries cannot be removed from a credit reportThe multiple inquiries regarding the same line of credit doesn't negatively impact a credit score.8. Borrower upon initial application with loan officer had sufficient credit to qualify for the desired loanDuring the loan process additional derogatory items were reported and *** *** had insufficient credit to qualify for the loan.Again, we apologize for your inconvenience and hope that our response satisfies your complaint Should you have any additional questions, please feel free to contact us

Dear *** ***,Mortgage Group, LLC ("Mortgage") is in receipt of the complaint # *** filed with the Revdex.com ("Revdex.com") by *** *** on August 16, For this complaint, Mrs*** categorized the complaint as involving "Advertising issues" and in the body
of the complaint she includes statements regarding your request for a loan modification for the above referenced loan.Our records reflect that your loan with Mortgage is as follows: ***, with a Note Date 05/07/and a first payment due date of 07/01/This streamline refinance VA fixed loan has an interest rate of 4.25%This loan became days past due on 11/01/and is currently due for 12/01/As of the date of this letter, the loan has payments dueOur records also reflect that you are the only signing borrower on the Note, but *** is shown on the Deed of Trust as your wife.Your mortgage loan is partially guaranteed by the United States Department of Veteran Affairs ("VA")VA home retention options include repayment plans, special forbearances, and loan modificationsMortgage evaluates a mortgagor in default for mortgage payment assistance based on the VA eligibility requirements in the following order: repayment plan, special forbearance, standard loan modification, and VA-HAMP modificationA complete Borrower Response Package is required to conduct a formal review.In the complaint, Mrs*** states "We're trying to find some way for mortgage to work with us they still haven't tried to help us or work with us we have been working on this for years and we've been sending them the same paperwork over and over again for years..."Our records indicate that we have not received a complete Borrower Response Package from you; therefore, we have been unable to conduct a formal review of your loan for all potential VA loss mitigation options.Your most •recent application was deemed incomplete, and an Acknowledgement of Receipt of Borrower Response Package, which lists the missing documentation, was issued to you and your authorized third party, *** ***, on 06/27/A copy of this correspondence is enclosed for reference.We have attempted to work with you ånd your authorized •third party, *** ***, in obtaining a complete borrower response packageBetween 06/27/and 08/03/we made outbound phone attempts and sent email requests to *** *** in an effort to obtain a complete packageCopies of the email correspondences are enclosed for reference. On 08/07/17, due to you and your authorized third party's lack of response in providing a complete Borrower Response Package, an Application Withdrawal Notice was issuedOur document chase efforts were suspended on 08/15/17.On 08/16/17, the same day as *** ***'s complaint, we received new documents from *** ***Again, Mrs*** is not a signer / borrower on the Note / loanIf any income you want considered in the evaluation of potential workouts is attributable to Mrs***, then she will be required to be a signer of any workout agreements.In the complaint, Mrs*** mentions asking if your payment can be lowered to between $to $1,000.A VA standard loan modification consists of changing one or more terms of your mortgage, which may include capitalization of arrearages (delinquent interest, escrows advanced, legal fees and costs associated with a cancelled foreclosure, or other third party advances as applicable), extending the term up to months, and changing the interest rate to the current market for fixed rate loans as defined in VA guidelines.As of the date of this letter, your current mortgage payment is $2,532.42, and your arrearage is greater than $50,A modified payment of $1,or less cannot be achieved without viotating VA guidelinesAdditionally, your loan does not meet the VA modification requirement that at least monthly payments must have been made since the closing date of the loan as you only made total payments before defaulting on the subsequent paymentsIn some rare instances, VA will grant an exception to this requirement.As mentioned previously, a complete Borrower Response Package is needed in order to conduct a formal review of your loan for all potential VA loss mitigation optionsWe are in the process of reviewing the documents received 08/16/to determine completeness and acceptability.As of the date of this letter, your loan is in foreclosure, and a tentative foreclosure sale is scheduled for 08/23/With the foreclosure sale being less than days away, there is no guarantee that we will be able to evaluate you for alternatives to foreclosure before the scheduled foreclosure sale upon receipt of a complete Borrower Response Package.Please contact us toll-free at *** *** or via email at ***, Monday through Friday 8:00a.mto 7:p.m., CST regarding any questions pertaining to this matter.Sincerely,Customer CareMortgage Group LLC

Complaint:
I am rejecting this response because:I received the first attached document from Strive Lending in reference to Mortgage’s response, dated November 15th, which served as a notification to all regarding the “sudden changes” in 360’s wholesale policies and proceduresThis change would essentially impact the locked rates of loans in the pipeline regardless of their status by declining rate extensions should they expireThe letter also goes on to imply that even if a loan does not fall within that expiration criteria, there are other reasons the loan could potentially be declined under these new policy changesThe statement was left open for interpretation that even if a loan was locked in and a closing date confirmed by or before November 15th, a loan suspension was still possible for other reasons (detailed in the letter)Reason #on this list just so happens to be the reason our loan was suspended at a 2.75% APR which, by the way, is no longer the market rate being offered: “Maximum LTV of 115% on fixed rate IRRRL transactions (validated by AVM)Broker may choose to order a appraisal to override an AVM value however the maximum LTV may not exceed 115%Violation of this guideline will result in a loan suspension (This, even though we met all other applicable requirements).The 2nd attachment is the AVM report that was used to support the aforementioned suspension of our loanHowever, the numbers are not only alarmingly inaccurate but they are also inconsistent with the actual value of our home based on two separate and certifiable appraisals conducted within the past two years, the most recent one being done in April, The supposed valuation of our home according to this unviable “summary, (and not even required by the VA for IRLLL streamline refinancing), estimated at a mere $150K, which exaggeratedly underestimated the value of our home by almost $25K and obviously would put us in that bracket of “violating” the valuation guidelinesOur home at initial purchase was valued at $174,and was purchased for $178,What bank would loan a borrower that amount of money for a home valued at a substantially lower price, in this case $25K lower? And if, by suggesting an appraisal be conducted to dispute the valuation, that would not even be an option for us at this point considering how close we are to our rate expiring (days) and the fact that this too can be a lengthy processAnd since there are no exceptions for considering extensions, that suggestion is really pure fluffAlthough this may not be “illegal” to issue such mandates midway through so many of these loans being processed, it IS an unprincipled and impractical way to conduct business with no room for customer compassion.And to the claim that received nothing from Strive Lending until 11/22, I have substantiating correspondence between the two parties that I was not only carbon copied on but emailed copies of dating back to October 13thI also received direct correspondence for I can send these if necessaryAdditionally, I received notification from my HOI on 11/of a change that listed as our new lender (Mortgagee)Shouldn’t that have happened only during the final proceedings of closing? Why would an AVM be done this close to closing or to our rate expiring (11/25)? At the end of the day I am not convinced that there were no underlying or shady dealings with our loanBased on the “ironic” turn of events during the latter part of this process, to include new market changes due to the upcoming transition in the oval office, the timing just seems too convenientBut does it matter at this point, not reallyI can only move forward with a now “slightly higher than anticipated” APR but with a different lenderMy hope is that my learned mistake will be someone else’s saving graceRegards,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** *** It was just noted in your reply message that you were very aware my taxes were $per yearof that is for
land and was for special assessments give or take a few hundred dollars of courseI did mail in the dollar tax bill I faxed it to the number that was supplied to me at that timeYou’re still not answering why if the first year I have a bill of $and you guys were expecting a second bill why would you have not let me know you did not receive it instead you guys called me and dropped my mortgage payment by a couple dollars a month saying my taex’s had gone down Because I am just a consumer and left that up to you I just assumed it lowered I didn’t think you guys weren’t paying half of my taxes I have an in pound account so you guys can take the money and keep track of it I did not know it was my responsibility to make sure the taxes were being correctly distributedSo then yes my payment at almost $because of that which we could not afford and I had to quit paying other bills to be able to pay my mortgage on timeThe month that we were supposed to close some paperwork got messed up and we did not close on time so I sent out the second installment and it did not get there in time so I got a late payment which in my eyes is not ethically fair.don’t half to keep fighting this with you all I need you to do is quit responding to the credit bureau’sTy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me concerning the tax payment in the amount $for taxes paid by *** ***I also made an inquiry with *** *** Concerning our Homeowners policy for 2nd refinance which had originally been billed in the amount of $(Pre-paid in closing details) but finally billed in the amount of $paid again by Mortgage after closingWe would greatly appreciate the advance refund by Mortgage for both escrow payments as my wife and I are both disabled veterans and utilize funds from Veteran's programs critically
Regards,
*** ***

Please review attachment Thank you

Dear Homeowners,We are in receipt of your complaint # *** filed with the
Revdex.com ("Revdex.com") on November 13, regarding your
mortgage loan serviced by Mortgage Group* LLC ("Mortgage" or
the "Company").Our records reflect that your current mailing address for the
above
referenced mortgage loan is located within Nassau County, which was
declared a FEMA disaster designated area pursuant to ***Mortgage is
sympathetic to your situation and to all of our customers negatively impacted
by Hurricane Irma.After careful investigation of your complaint, we determined
that miscommunication and a lack of follow up occurred subsequent to receipt of
your request to remove the requirement that mortgage payments be in the form of
certified funds due to you being impacted by the natural disaster.We strive to provide our borrowers exceptional customer
serviceWe regret this was not your experience and sincerely apologize for the
above deficienciesAs of the date of this response, the following corrective
action has been taken:• Removed the certified funds requirement from the
accountYou may resume making mortgage payment by personal check or one-time
drafts.As a courtesy, the two NSF fees totaling $50.00, which were
assessed on 09/07/and 09/11/prior to the miscommunication, have been
waivedWe appreciate your business and hope that you are satisfied with this
resolutionShould you have additional questions regarding this matter or need
further assistance, you may contact us toll-free at *** *** or via email
at ***, Monday
through Friday 8:a.mto 7:p.m., CST.Sincerely,Customer CareMortgage Group, LLC

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Dear Ms***, We are in receipt of your Revdex.com complaint regarding loan number ***, which you paid-in-full. Upon receipt of your complaint, we reviewed the escrow refund checks that had been prepared and determined there was an issue at our new print vendor with the process of matching
the escrow refund check with the short-form escrow statement. We met with management of our print vendor and have remediated this issueYour check was mailed out on 9/20/2016. We apologize for any inconvenience this may have causedWe will be sending you a check for $to express our appreciation for your business and our apology for the delay in your receipt of the refund check If you have any questions or concerns, please contact us at *** *** or via our website ***Sincerely, Customer Service Mortgage Group, LLC

Hello *** ***, We are sympathetic to your situation and understand that obtaining a mortgage loan can be a frustrating process It sounds like your loan originator, a third party unaffiliated with Mortgage, has failed to keep you informed of the guidelines necessary to
qualify for our VA streamline refinance program The program, as currently offered by Mortgage, has a limitation on the loan amount in relation to the value of your house (known as the LTV or loan to value ratio) We use a highly reputable third party service to perform those automated valuations and have used this vendor/process for over 5 yearsOur records indicate you received a copy of that report and you can google CoreLogic's name to see that they are the mortgage industry leader in this specific product It has served tens of thousands of borrowers just fine in obtaining a loan from Mortgage We do not control or influence the valuation of your home We rely on independent, third party vendors to give us an unbiased valuation Please note that if you feel the valuation we received is incorrect your broker could always order a full appraisal in which an appraiser will actually go to your house, inspect it and assess an opinion of value based upon the condition and recent sales of similar homes in your area We continue to close and fund many loans at the interest rate you've indicated for other homeowners The allegations you've made based on the information you've received from your loan originator are entirely false It appears your loan originator is attempting to cover up their own incompetencies by blaming Mortgage On average we see borrowers in process for days or less Loans taking longer than days are usually the result of a loan originator failing to promptly resolve outstanding deficiencies which causes unusual delays Our records indicate your loan originator did not submit your loan documents to Mortgage for underwriting approval until November 22nd It is a shame your originator was not more proactive as we show they had your application as early as mid-October but chose not to submit anything to us until late November For reference, most loan originators submit their loans for approval within days of taking an application Had the loan originator timely handled your loan application then you would have been made aware of this issue sooner Please note that we delivered a copy of the valuation to you two business days after the loan was submitted to Underwriting so there was no delay on our part in providing that information Our records indicate that you spoke with one of our retail loan officers earlier today and that he confirmed for you that the reason your loan is currently in suspense is due to the valuation results Regarding the timing of our response; I hope you will understand that last week was the Thanksgiving holiday and that as an employer we try to treat our employees fairly by providing appropriate vacation time During this time we operate with a light staff and are not always able to immediate respond to requests The delayed response you received from the Wednesday before Thanksgiving to today, the Tuesday after, was the result of this holiday time We understand that it can be frustrating not qualifying for a home loan The issue can be further compounded by a loan originator which does not hold themselves accountable and misrepresents information We wish you the best of luck and as mentioned above you can order and pay for a full appraisal if you feel the valuation from the service we used was inaccurate. Sincerely, Mortgage Group, LLC

Complaint: ***
I am rejecting this response because: The excuse that every business attempts to deceive the public in the same manner, is not justification for it to continueInstead of setting yourself apart with honest business practices, you are content with copying the questionable tactics that other businesses useCongratulations, you are as bad as the rest
Regards,
*** ***