696 Master Collision

Dear Ms [redacted] ,Guild Mortgage Company ("Guild") is in receipt of your Revdex.com ("Revdex.com") complaint dated July 29, Please accept this letter as formal notification that Guild is closing the file associated withyour complaint regarding the above referenced loanGuild appreciates the opportunity to review and respond to your Concerns.You Submitted your original complaint via e-mail directly to Guild on July 3, Guild provided a Written response to your original complaint on July 26, You subsequently submitted a duplicative complaint via the Revdex.com's Complaint PortalAt this time, we believe that we have addressed the issues identified in your complaint in our July response and are closing out this fileEnclosed please find Guild's previous response to the concerns raised in both the original and duplicate complaintIn the event you have emails or other documentation that you would like Guild to review, please send the information to us in writing.We appreciate your feedback and thank you for bringing this matter to our attentionPlease know thatWe take your concerns seriouslyIf you have any additional questions or concerns regarding your loan application, please contact us.Sincerely, [redacted] Compliance Resolution Specialist Guild Mortgage Company

Attached please find Guild Mortgage Company's formal response

Guild Mortgage Company ("Guild") is in receipt of your correspondence dated May 7, from the Revdex.com ("Revdex.com")Guild appreciates the opportunity to review and respond to your Concerns.Your correspondence indicates concerns in relation to your Escrow accountPer your conversation with our Escrow representative on Monday, May 8, 2017, we confirmed receipt of the new Insurance premium and reanalyzed your Escrow accountBy reanalyzing the Escrow account and spreading the current shortage over months, we were able to reduce your payment to $1,effective May 1, 2017.We appreciate your feedback and thank you for bringing this matter to our attention, and please know, wetake your concerns seriouslyIf you have any additional questions or concerns in regards to your loanaccount, please contact us.Sincerely, [redacted] Loan Servicing, Vice President Guild Mortgage Company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedIt appears they are willing to correct this nowI will continue to watch to make sure they doThank you again Regards, [redacted]

Tell us why here...Re: Complaint Submitted via Revdex.comLoan No***Property Address: *** *** ***, *** ***, ** *** Dear Mr**: Guild Mortgage Company (“Guild”) is in receipt of your correspondence dated December 31, from the Revdex.com (“Revdex.com”). Guild appreciates the opportunity to review and respond to your concerns. Your Annual Escrow Analysis statement was mailed to your mailing address the first week of September. We did not receive any returned mail or any indication that it was not received. The new payment was effective October 1, 2016. We made several attempts to call you in regards to the delinquent payment and also mailed delinquent notices (again, no return mail received). We did our due diligence in our multiple attempts contact you regarding the payment change. It is the responsibility of the borrowers to ensure their contact information is up to date with Guild. As a courtesy, we waived your September late fee. Guild will not be waiving the late fees associated with your November or December payments. Sincerely, *** ***Loan Servicing, Vice PresidentGuild Mortgage Company Cc: Revdex.com

Dear *** and *** ***:This letter is in response to your e-mail received by our office on July 18, that was submitted through the Revdex.comThank you for the opportunity to review and address your concerns.In your correspondence you stated that your Guild Mortgage loan officer failed to advise you of the cap amount for FHA loans and to complete the HUD approved housing counseling required by the program, You also expressed concern that your loan was confused with another loan file, and you were sent another customer's loan estimateYou stated you lost the home you intended to purchase due to delays.On 09/11/2015, you were prequalified for a loan amount of $250,Subsequently, you emailed the loan officer on 10/25/and informed her that due to various options the purchase price was now $295,The loan officer responded and apologized for the late response acknowledging your email and informed you that the FHA loan limit was $271,which would result in you contributing additional funds to complete the transaction (see attached email).Following the review of both of your hardship explanation letters, it was determined during the period of 2011-2015, your income and credit failed to meet the guidelines of the aforementioned programSpecifically, during the years mentioned it was determined you never experienced a loss of employmentAlthough you stated you had a decline in your income during such time, you did not exhibit a loss of Household Income of twenty (20) percent or more for a period of at least six (6) months during that year period, as required by the program.The loan officer stated, prior to advising you to enroll in the HUD approved housing counseling, she wanted to ensure the program was a fit for you; therefore, she requested through emails and phone messages for you to provide the necessary documentation to establish eligibility (letter of hardship, tax returns and W2s) prior to suggesting you enroll in the HUD approve counseling program (see attached emails).On 04/04/2016, to ensure no further delays in your approval process, the branch sales manager intervened and responded to your emailHe requested that you provide your 2011, 2012, and federal tax returns to validate the drop in income you referred to in your hardship letterYou were also advised by him that although you were submitting the documentation, there was a possibility your loan could still be declined (see attached emails),During this time, the branch sales manager received two email documents in the time span of a few minutes apart and inadvertently made the mistake of forwarding you the wrong documentHowever, he realized the mistake and immediately sent the correct document to youWe thank you for bringing this to our attention.On 04/11/2016, the loan was reviewed by two underwriting managers and after reviewing the income and asset documentation, it was determined that there was excessive obligations in relation to income, insufficient funds to close the loan, and the recent short sale failed to meet the FHA Back to Work guidelines; as a result, the loan was denied.Guild Mortgage takes your concerns seriously and apologizes for your experience falling below your expectationsWe consider customer service to be a high priority at all times and we work hard to set and maintain rigorous standards to this end.If you have any additional questions or concerns, please feel free to contact me directly at ***.Sincerely,*** *** SrCompliance Resolution Specialist Guild MortgageCc: Revdex.com

Re: Complaint Submitted via e-mail Loan Number# *** Revdex.com (Revdex.com): Case ID # *** Dear Ms***:This letter is in response to your correspondence received by Guild Mortgage Company (“Guild”) on October 20, 2016, which was submitted through the Revdex.com (Revdex.com)Thank you for the opportunity to review and address your concerns.Upon review of your correspondence to Guild, it was confirmed the co-borrower did not qualify for the loan independently, due to the existing conventional loan she has on her primary residenceGuild was unable to qualify the co-borrower for a Federal Housing Administration (FHA) loan because FHA guidelines will not allow for financing of a 2nd homeFHA guidelines relating to single-family loan programs are designed for owner-occupied loansAdditionally, the co-borrower’s credit score was below the lender’s minimum requirement for the loan. The credit was pulled an additional time as a result of the adverse items you were disputingThe loan processor requested to have the disputed items removedOnce the adverse items were removed, it became necessary to pull the credit againUnfortunately, a new item surfaced which was not on the original credit reportConsequently, the FICO scores decreased due to the new adverse account and you no longer qualified for the loan.The loan representative considered various loan products, and determined there were no other loan programs available that were conducive to the co-borrower’s distinct circumstancesGuild regrets we were unable to assist you and we empathize with your situationHowever, in the future, should your circumstances change, we would be more than willing to consider your loan application at that time.With respect to the email you received on 10/13/2016, the email contained a copy of the appraisal report in connection with the aforementioned loan transactionThe mortgage lender is required to provide you with a copy of the appraisal report and/or other written valuations that provide an estimate of the value of the propertyThere were no other emails sent.Again, thank you for bringing this matter to our attention, and please know, we take your concerns seriously. Sincerely,*** ***SrCompliance Resolution SpecialistGuild MortgageCc: Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Re: Complaint Submitted via e-mail Loan Number# *** RevDex.com (Revdex.com): Case ID No*** Dear Mr***: This letter is in response to your correspondence received by Guild Mortgage Company (“Guild”) on September 25, 2016, which was submitted through the Revdex.com (Revdex.com)Thank you for the opportunity to review and address your concerns Your correspondence indicates the service you received failed to meet your expectations and there was a lack of communication on the part of the loan officerAdditionally, you expressed concern that your closing date was postponed for several weeks, and you were not informed when changes were made to your loan or given the opportunity to address issues Your correspondence mentioned that there was a lack of communication on the part of the loan representativeOur records indicate the loan officer and loan officer assistant provided updates on the status of the loan and continued to communicate with you during the course of the loan, through telephone conversations, which were documented accordingly On 06/19/2016, the loan officer began communication with youYou informed him you had not executed a purchase contract and was still negotiating the purchase terms with the seller. On 07/05/216, the loan officer sent you your initial disclosuresprior to receiving the purchase contract to ensure the loan transaction was handled in a timely mannerThe loan officer was aware that the loan program was a Down Payment Assistance (DPA) loan, which required two appraisals since it was an “FHA Flip” and the seller had not owned the property for more than days On 07/05/2016, you submitted a loan applicationYour loan representative continued to communicate with you although he still had not received the purchase contractOn 07/12/2016, the purchase contract was received It was discovered at the time you submitted your application, your middle credit score was not high enough to obtain the Down Payment Assistance through the Southeast Texas Housing Program (SETH). Your loan officer ran your credit to determine which debts were required to be paid down in order for your scores to rise above the minimum limit; therefore you could qualify for the 4% Down Payment Assistance. Based on your conversation with your loan officer, you preferred the 5% Down Payment Assistance and informed your loan officer you were willing to pay your debts down to achieve thisWe certainly understand it can be confusing how credit scores are factored in during the mortgage loan process; thus, we empathize with your situation The loan officer assistant spoke with you on a weekly basis and made you aware of the issues with your credit and the qualifying ratios. She explained in detail that not only were your credit scores a factor, your qualifying ratios were an issue as well since your credit card debt was rather high. Additionally, she informed you the cost of your home owner insurance was particularly high on the property and it would be a challenge to get you approved When presented with the new information, you advised the loan officer you were unable to pay down your credit cards as previously agreed upon, due to unexpected expenses. Your credit also revealed an additional adverse itemYou refused to pay the item and maintained it was an errorYour loan officer then requested that you have the adverse item removed and advised you that it did not look favorably on your credit and would reduce the likelihood of you qualifying and obtaining the Down Payment Assistance. You later informed him that you were unsuccessful in removing the adverse item On 08/01/2016, with your permission, your loan officer re-ran your credit to inquire whether the scores were high enough to qualify you for the 5% Down Payment AssistanceThe loan officer immediately discovered the scores had decreased substantially, by points Guild understands you were attempting to resolve your credit issues and decrease your debt, nonetheless, on a purchase transaction, timing may often present an issue With respect to the closing date, there were several factors that contributed to the closing date being postponedFirst, there were credit related issues that had to be addressedThe appraisal came in below the estimated value; thus a second appraisal was requiredIn addition, you did not have adequate funds to cover your closing cost Therefore, in an effort to assist you, the loan officer did not charge you for the first appraisal, thus a portion of your funds could be allocated towards paying down your debts. However, the loan officer was not willing to absorb the cost of the second appraisalSubsequently, he became aware you did not pay down your debts, as previously agreed upon On 09/19/2016, it was determined you did not qualify based on your excessive obligations in relation to income and insufficient funds to close the loanAs a result, you did not qualify for the Down Payment Assistance program and your application was denied. With regard to the $refund you are seeking, for the home inspection and the home inspection option fee, Guild is not liable to reimburse fees for services performed by third partiesThe aforementioned fees were incurredin connection with the purchase agreement between the seller and the buyer, thus, Guild assumes no responsibility for reimbursements Thank you for bringing this matter to our attention, and please know, we take your concerns seriouslyIf you have additional information you would like us to review, please feel free to contact us via email at ***@guildmortgage.net) or in writing. Sincerely, *** *** Compliance Manager Guild Mortgage Cc: Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Your response outlines that you have chosen to simply act upon the information your loan officer and their assistants gave youThis is unfortunate, as other customers will experience the same results my family has received due to no action being takenEvery conversation had with any member of your company's staff always ended in a summary of instructionI always acknowledged exactly the tasks we needed to accomplishIn regard to my credit score, I repeatedly confirmed that I had no action I needed to take on my part to prepare for the down payment assistance program or closingOne loan officer's assistant, ***, repeatedly stated that I just needed to keep paying for things in the manner I was, and she could get the numbers "to work" on her sideI always offered to apply a large payment toward any part of my listed debts under Guild's guidance, in which the response was always "Do not do that, the numbers will be okay, and you may need that money toward another expense in closing."More importantly, I was never told that our last attempt closing date was impossibleI repeatedly asked if there was anything impeding upon closing, and that I needed to schedule movers, pack our belongings, schedule address changes, and deal with insurancesNever was I told that closing will not happenNever was I told I was not meeting my obligationsTwo weeks before closing, I scheduled address changes and movers, bill changes, new service providers and utilitiesFive days before closing is not sufficient notice to tell someone that "we found a problem" that they discovered several weeks before without telling meCancelling an appraisal without consulting the cost or action with me is uncouthNot to mention, every closing date we had was pushed back or cancelled with a few days noticeEvery time this happened, my family had less time to deal with the change and prepare.As well, the costs that Guild Mortgage chose to absorb during the loan process are not my responsibility, and should not be held against me when requesting resolve of these issuesAs I have repeatedly stated, I was ill-informed, treated poorly, and lost money and asset due to the poor decisions and misinformation from your loan officer and their teamI never claimed that because I chose to do something to lessen a burden for Guild Mortgage, that suddenly I should take that into account and act differently because of itEvery closing date extension was an additional financial burden on my family, so there is financial loss for Guild Mortgage and my familyHowever, I do believe that Guild Mortgage is the tortfeasor responsible for the $in question for compensation to rectify the disastrous outcome that Guild Mortgage strongly contributed toward.Please take this into regard and re-evaluate your position.Thank You,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[While words are good, I requested a refund of $because the delay and the slow processing of the loan request caused me additional hotel costsThis whole process is more about how long it took to get denial than just VA appraisal.]
Regards,
*** ***

Dear Mr& Mrs***:Guild Mortgage Company ("Guild") is in receipt of your correspondence dated August 29, from the Revdex.com ("Revdex.com")Guild appreciates the opportunity to review and respond to your concers,Your correspondence indicates concerns in relation to the delinquent
reporting of the mortgage loan associated with the property at *** *** *** *** *** ** *** At the time the payoff was received, the loan was days delinquentGuild received the payoff on 11/03/2015, and the funds were applied to the August, September, October delinquent payments in addition to paying of the koan.We made multiple attempts to contact you by phone regarding the delinquent payments and mailed delinquent notices in regards to the past due payments, Per the Note, the loan payments are due the first of each month, if the payments are not remitted by the last business day of the month the payment is due, Guild must report the loan delinquent to the credit bureausThe information we reported to the credit bureaus is accurate based on the status of your account at that time.We appreciate your feedback and thank you for bringing this matter to our attention, and please know, we take your concerns seriously, if you have any additional questions or concerns in regards to your loan account, please contact us.Sincerely,*** *** Loan Servicing, Vice President Guild Mortgage Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have text messages from *** telling me to go ahead and put in my notice to my landlord since obviously the word of my fiance and I are not good enough for you (yes I kept all of them)We also did not tell her that we could not cover closing costsWe just wanted it lowered because she had told us that it would be $We had the money, but did not feel that we should have to cover it all as this was yet another mistake on her part in telling us we had a lender credit that would cover it all and then a week before closing telling us that we had to pay $3,She then decided the best way to handle it would be to increase the purchase priceHad we known that it would have caused additional problems we would have paid it out of pocket and even told her that and she said "I wish I would have know that", suggesting that would have gotten us approvedNow she is making up even more stuff such as he did not provide proof of full-time employment which he didHe has been employed full-time at his new place of employment since last September and we showed all of the paystubs to prove itAdditionally, I have the email that was sent to the sellers listing agent at the SAME TIME that it was sent to me and my real estate agent on 2/24/stating that I was denied and the reasons why I was deniedThere had been no contact before this on the matter of the denialWe did not meet until after the email had been sent out after I got off work that dayThis was the first we had heard of it as both my fiance and I were at work and we had not given permission to release the informationIt was a mass email sent to us stating that we were denied earlier in the day while we were at work and attached was the *** document that listed the reasons why we were denied and it was sent not only to us but my agent, the sellers listing agent and even other people in Guild Mortgage were copied on it (including *** *** the Branch Manager)This was how we found out we were denied and my fiance text me to let me know and I called *** to find out what was going on because our real estate agent had talked to *** and she had told her that she had just spoke with underwriting and we were approved and she would be sending the approval letter over in minutesThen our agent found out from the sellers listing agent that we were deniedHe had been on the phone with *** and had found out before we hadI have the emails to prove it since your company wants to call me a liar and *** wants to lie about it to cover herself (if you would have reviewed the documents attached to the complaint you would have seen this)I HAVE THE EMAIL THAT WAS SENT FROM *** TO (*** *** (***); *** *** (***); *** *** (***); *** *** (***); *** *** (***); *** *** (***) ) THAT INFORMED US THAT WE WERE DENIED AND ATTACHED WAS THE DENIAL LETTER WITH REASONS OF DENIAL LISTED!!! I HAVE ATTACHED IT AGAIN SINCE YOU INSIST ON CALLING ME A LIARWe kept everything!!! IT IS BLACK AND WHITE, IN YOUR FACE, IRREFUTABLE EVIDENCE THAT *** IS A LIAR!!! We will print out all the text messages also and give them to you showing where she told us for the SECOND time (after telling us in her office) to go ahead and put in our noticeWe asked again before we did it to make sure because my fiance told her we had children and did not want to be homeless if something went wrong and she assured us we were approved and all was goodI have never been treated so horrific beforeNot only was my information given away without my consent, but now you want to lie and try to cover it up and call us a liar when I have actual documentation to prove otherwiseThis is absolutely unbelievableIt is just one big cover up on all of your companies part now and we are not letting this goWe have documentation (emails and text messages) to prove our story and that *** is a liar so be prepared because we are going to get a lawyer nowWe gave you the opportunity to fix this
Regards,
*** ***

August 11, *** *** *** *** *** ** *** *** ** *** Re: Complaint Submitted via e-mail Loan Number# ***
Revdex.com: case # *** Dear Mr***: This letter is in response to your correspondence received by Guild Mortgage Company (“Guild”) on August 4, 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 level of communicate provided by the loan officer during the loan process Guild considers customer service to be a high priority at all times, and we work hard to set and maintain rigorous customer service standards. We regret that your experience did not meet our standards. Thank you for bringing this to our attention. We have taken necessary steps to address this issue with the branchAs a gesture of good faith, Guild is in the process of refunding the appraisal and inspection fee in the amount of $790.00. This will reflect as a credit on the credit card that was initially charged Thank you for bringing this matter to our attention, and please know, we take your concerns seriously Sincerely, *** *** Vice President, Compliance & Legal Affairs Guild Mortgage Cc: Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Dear Mr**:Guild Mortgage Company ("Guild") is in receipt of your correspondence dated December 31, from the Revdex.com ("Revdex.com")Guild appreciates the opportunity to review and respond to your COCES.Your correspondence indicates concerns in relation to the payment change that
occurred after your annual Escrow Analysis was completed on your loanEach year we review your account to make sure the escrow portion of your total monthly payment covers your property taxes and insurance premiums, while also maintaining the minimum balance your account must haveThe funds collected at closing were an estimate and when the tax and insurance billing was received, we did not have sufficient funds to cover these costs, which caused a shortage in the accountWe successfully paid these and adjusted your monthly payment to recoup the shortage.Your Annual Escrow Analysis statement was mailed to your mailing address the first week of SeptemberWe did not receive any returned mail or any indication that it was not receivedThe new payment was effective October 1, We made several attempts to call you in regards to the delinquent payment and also mailed delinquent notices (again, no return mail received), *** *** a Supervisor you spoke with waived one late fee on December 30, However, based on the several attempts to contact you with no success, we will not be able to waive any additional late feesThe fees are valid due to the payment not received prior to the end of the grace period.if your mailing address or any other contact information has changed, please notify us immediatelyWe appreciate your feedback and thank you for bringing this matter to our attention, and please know we take your concerns seriously.Sincerely*** *** *** *** *** *** *** *** ***

Please see the attached response conveying the information below. Dear Ms***: Guild Mortgage Company (“Guild”) is in receipt of your correspondence dated January 24, 2018. Guild appreciates the opportunity to review and respond to your concerns. Your
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 policy. Once 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 policy. 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,
*** ***Loan Servicing, Vice PresidentGuild Mortgage Company

May 4, 2018[redacted] [redacted]
Dear Mr. and Mrs. [redacted]:Guild Mortgage Company ("Guild") is in receipt of your correspondence through the Revdex.com dated April 25, 2018. Guild appreciates the...

opportunity to review and respond to your concerns.Your correspondence indicates concerns in relation to the payment of your Hazard Insurance and the level of customer service provided by Guild. On March 26, 2018 Mr. [redacted] called Customer Service to advise Guild the change of insurance carriers from [redacted] Insurance to [redacted] Insurance. At that time, our Customer Service representative advised that Guild will pay the new Insurance premium to [redacted], but depending on the new premium amount, it may cause an increase in your monthly payment. At that time we also provided the Insurance department email address so you could provide the new Evidence of Insurance.The same day, Mrs. [redacted] called in to Customer Service inquiring about when the insurance payment would be disbursed. We advised that we need a copy of the Evidence of Insurance and once we received the email, we would overnight the premium due to [redacted]. We also advised that the refund for the canceled [redacted] Insurance policy would be sent directly to the borrower. A second call was received by Mrs. [redacted] later the same day advising that she would send the refund back to Guild to deposit back into the Escrow account to replenish the funds used for the new Policy with [redacted].Once the Insurance department received the change request, an Insurance specialist called [redacted] to confirm the amount due. At that time, the [redacted] representative advised Guild that a partial payment of $99.00 was provided by you. They advised us that the remaining Premium balance due was $891.00. A check in the amount of $891.00 was sent to [redacted] on March 29, 2018.On April 5, 2018, Mrs. [redacted] called Guild and advised that there was a balance of $87.00 due [redacted] and that we did not remit the full Premium due. We informed her that we validated the balance due on March 29, 2018 directly with [redacted] and we were not advised of any other monies due. Mrs. [redacted] informed our Customer Service representative that she paid $99.00 to prevent the new policy from cancelling. We sent a request to the Insurance department to review the pending balance due. Once received, we called and confirmed with an [redacted] representative that the balance was paid in full.We are reimbursing you the $99.00 from your Escrow account for the funds that you used to hold the policy until the full Premium could be paid. Please allow 3-5 business days for processing. We have also confirmed that the correct Annual Premium for the new [redacted] policy is $990.00, which is higher than theprevious policy with [redacted]. We initially paid $891.00 based on what [redacted] advised and you paid $99.00, which totals the Premium amount of $990.00. We apologize for the confusion as we were unaware of the $99.00 you initially paid out of pocket. We will ensure to refund the amount from your Escrow account promptly.We are sorry that you did not receive the level of service we expect from our Customer Service representatives. We have reviewed each of the calls in question and have provided constructive feedback to the agents. We appreciate your feedback and thank you for bringing this matter to our attention, and please know, we take your concerns seriously. If you have any additional questions or concerns in regards to your loan account, please contact us.Sincerely,[redacted] Loan Servicing, Vice President Guild Mortgage Company

Re: Revdex.com Complaint dated 4/18/2017Dear Ms. [redacted]:This letter is in response to your correspondence dated April 18, 2017 received byGuild Mortgage Company (“Guild”) on April 21, 2017 through the Better BusinessBureau. Thank you for the opportunity to review and address your...

concerns.Guild attempted to qualify you for the loan but due to our investor guidelines wewere unable to move forward with the loan at Guild, therefore Ms. [redacted] reachedout to correspondent brokers to obtain a loan. Initially on March 7, 2017, Ms. [redacted]attempted to obtain a loan approval on your behalf from Washington Federal.Washington Federal determined that the ratio of your debt to income after convertingthe currency to US dollars was too high, so you would not qualify for their CanadianNational program. Ms. [redacted] then advised you that Impac Mortgage may be ableto complete the transaction. On March 21, 2017, Impac Mortgage issued a LoanEstimate for an adjustable rate mortgage with an initial rate of 7.5%, which youacknowledged by e-signing the Loan Estimate. Impac offered the loan program asdisclosed to you on the Loan Estimate with an initial interest rate of 7.5%. To ourknowledge, Impac Mortgage did not offer you a 30 year 5.5% fixed rate mortgage,although it is our understanding that you may have seen loan programs with theseterms advertised online by Washington Federal. Unfortunately, not all applicants willqualify for advertised rates or programs.As part of your loan application process, on March 7, 2017 you signed the encloseddisclosure entitled “Important Information Concerning Undisclosed Debt” whichstates a loan applicant must disclose all debts as well as those the applicant willincur prior to loan closing. If the applicant fails to do so, the lender may re-underwritethe application and amend or rescind its loan approval. In this case, the adjustablerate loan with an initial interest rate of 7.5% offered by Impac Mortgage was nolonger available as a result of substantial additional debt you incurred on your homeequity line of credit. As a result of changes in your financial status which were solelywithin your control, and through no fault of Ms. [redacted] or Guild, you were no longereligible for the loan. Therefore, Impac Mortgage ultimately denied the loanapplication on April 20, 2017.As to your request for a refund of the earnest money deposit, Guild cannot provide arefund based on the fact that the failure to close the loan was not due to Ms.[redacted]’s actions. Depending upon the terms of your contract with the seller, youmay be able to obtain a refund of the earnest money deposit because you did notobtain financing needed to close. Guild encourages you to work with your real estateagent to determine if this may be applicable to your situation.We hope this letter addresses your concerns as to the actions of Ms. [redacted] as itpertains to the interest rate offered to you in connection with financing your homepurchase. If you have additional questions or concerns, please feel free to contactGuild in writing at the address shown at the bottom of this page.Sincerely,