696 Master Collision

Re:         Complaint Submitted via e-mail Loan Number# [redacted]                                 Better Business...

Bureau: case # [redacted]                  Dear Ms. [redacted]:   This letter is in response to your correspondence received by Guild Mortgage Company (“Guild”) on August 16, 2016 which was submitted through the Revdex.com. Thank you for the opportunity to review and address your concerns.   Your correspondence relates to your dissatisfaction with the monetary assistance you received from Guild on behalf of your moving cost subsequent to your loan closing.   Guild understands the moving process can be stressful; thus, we empathize with your situation. Based on our investigation, Guild recognizes there may have been miscommunication on the part of our branch. We apologize for any inconvenience this may have caused. We have addressed this matter with the branch and taken the necessary actions to ensure this type of miscommunication does not occur in the future. For your inconvenience and to express our apology the branch is in the process of refunding the $400.00 you paid towards the moving cost.  The branch will be mailing you a check within the next two weeks.   Thank you for bringing this matter to our attention, and please know, we take your concerns seriously.   Sincerely,   [redacted] Vice President, Compliance & Legal Affairs Guild Mortgage

Dear Ms. [redacted]:Your June 12, 2015 correspondence with the Revdex.com, Inc. (Revdex.com) regarding your experience with Guild Mortgage Company (“Guild”) has been forwarded to our attention. Thank you for the opportunity to review and address your concerns.It appears that your concerns regarding...

paperwork and loan application assistance have since been resolved. Our records show that as of July 6, 2015, a Guild loan officer is assisting you with your loan application and paperwork. If you believe that your issues are not resolved, or if you would like Guild to look further into your concerns, please do not hesitate to contact us via phone at [redacted]. If you prefer to contact us in writing, please mail your request to Guild Mortgage Company, c/o Quality Assurance Department – Borrower Escalations, [redacted].Thank you,Guild Mortgage CompanyCompliance Department

After further review, our servicing department determined that this loan has been past due during the time frame when the payoff demand has been requested.  Guild's Loan Counseling Department has been actively trying to contact the borrowers with no success.  The borrower have not called...

in to Customer Service requesting the payoff directly; instead [redacted], a Title Co in Butte, MT requested the payoff demand.  Below is a timeline regarding the payoff demand for the applicable loan. ·         5/4/16 – Payoff demand request received via fax from “[redacted]”·         5/4/16 – Original Payoff demand faxed to “[redacted]·         5/9/16 – Amended Payoff Demand faxed to “[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In response to the Guild representative, I would say that the information she provided was completely false. Just bogus. My husband was never on the home loan application. The applicants were my mother and myself. My mother has excellent credit and could have been on the loan by herself. Mr. [redacted] did not offer that option simply because he just refused to work with us. My credit was pulled prior to the 90 day expiration date. I have this documentation as well as the date of my original approval. None of which exceeded 90 days. Mr. [redacted] assured me that my credit would not be pulled again until the 90 day expiration date occurred. My credit was pulled again after on 30 days! Mr [redacted]'s competent assistant [redacted] advised me to go and have my credit pulled by multiple insurance companies for home insurance. These people screwed me over and played a lot of games with me and my mother. Also, after my complaint was filled, I received an email of my home inspection just a few days ago by another one of Mr. [redacted]s team members [redacted]. The date of the email was Thursday, October 13 , 2016 at 8:54 am. These people are complete is. Why was my mother not approved for the home loan? What was wrong with her credit?  My mothers tax return showed a six figured income. If they didn't want me to be on the loan than why didn't they just take me off and allow my mother only? You want to know why? Well its simple, it was because Guild Mortgage Company didn't want to work with us. Everyone needs to know this. It was unfair and unethical.
Regards,
[redacted]

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 resolved.
Regards,
[redacted]

Re:         Complaint Submitted via e-mail Loan Number# [redacted]                                 Revdex.com (Revdex.com): case # [redacted]                    Dear Mr. [redacted]:   This letter is in response to your correspondence received by Guild Mortgage Company (“Guild”) on September 19, 2016 which was submitted through the Revdex.com. Thank you for the opportunity to review and address your concerns. While Guild understands your frustration with the delays you experienced surrounding your appraisal; our initial position has not changed. We stand by our initial response and maintain we have already addressed your concerns as indicated in our response letter to you on 09/15/2016.  With respect to the $246.00 refund you are seeking, Guild is neither obligated nor liable to reimburse you for cost incurred from outside variables that have no connection to Guild. Again, thank you for bringing this matter to our attention, and please know, we take your concerns seriously. Sincerely, /s/ [redacted] Vice President, Compliance & Legal Affairs Guild Mortgage Cc: Revdex.com

Dear Mr. [redacted],Guild Mortgage Company ("Guild") is in receipt of your correspondence dated September 29, 2017 from the Revdex.com ("Revdex.com"). Guild appreciates the opportunity to review and respond to your COCefS.Your correspondence indicates concerns in relation to the fees assessed...

to your account and the negative credit reporting due to your pending refinance with a different lender. In regards to the fees assessed to your account, there have been $354.32 in late fees assessed. Per the Note, the monthly payment is due on the 1 day of each month and late fees wilt be assessed if the Note holder (Guild has not received the full payment amount by the end of the 15 calendar days after the date it is due. The only other fees assessed were [redacted] for your payments remitted over the phone. There are other free payment options available to pay your monthly payment, including the following options, which are also detailed on our website and the back of our monthly statement:8 Automatic Payment Authorization (ACH). The enrollment form is included with each monthly statement and can be mailed with your reply envelope provided. It can also be set up by Customer Service or online at www.guild Tortgage. Corn Payments by mail (personal check, money order, or cashier's check) One Time ACH. This is a free online payment option available for borrowers who have registered their loan on Aww.guld nortgage.corn. This single payment can be scheduled any day during the monthO Bilipay through your financial institutionIn regards to the late credit reporting, you are obligated per the signed Note to remit your payments on time until the loan is paid in full. Any pending refinance or payoffrequests do not waive the obligation to make the monthly payments as determined in the Note. To date, we have still not received a payoff from R[redacted] even after sending the payoff demand to them using the fax number provided in their payoffrequest. We made multiple attempts to alert you of the delinquent payments by mail and by phone (see attached letters). The representative at [redacted] who instructed you not make your payments to Guild gave you incorrect information. Until the loan is paid in full, you are obligated to make your payments to Guild on time. We will not correct any delinquent credit reporting since the information we provided to the credit reporting agencies was accurate due to the delinquent remittance of your payments.When a loan reaches a stage of delinquency, usually before 60 days, an inspection can be ordered to determine if the property is occupied (owner or other) and properly maintained. The Servicer may schedule additional property inspections if the delinquency is not cured. The Department of Veteran Affairs states that a Servicer may do whatever is reasonable to protect their interest in the property, and this can include inspections of the property.We appreciate your feedback and thank you for bringing this matter to our attention, and please know, we take your concerns seriously. If you have any additional questions or concerns in regards to your loan account, please contact us.Sincerely,

Re:         Complaint Submitted via e-mail Loan Number# [redacted]                                 Better...

Business Bureau: case # [redacted]                Dear Mr. [redacted]:   This letter is in response to your correspondence received by Guild Mortgage Company (“Guild”) on August 09, 2016, 2016 which was submitted through the Revdex.com. Thank you for the opportunity to review and address your concerns. Your correspondence relates to your dissatisfaction with the delay you experienced with Guild transferring your VA appraisal to your new lender after you withdrew your loan application. Guild understands your frustration with the delays you experienced surrounding your appraisal; thus, we empathize with your situation. Based on our investigation, Guild confirmed that on 08/05/2016 your VA appraisal was ordered through the VA portal.  On 08/22/2016, the VA appraisal was received by Guild. On 08/30/2016 you requested that your loan application be withdrawn; therefore, your loan representative informed you that in order to transfer the VA appraisal to the new lender, the cost associated with your appraisal would need to be paid. 0n 09/01/2016, the following day, you returned the credit card authorization for payment, and immediately thereafter, the appraisal was released to the new lender. Thank you for bringing this matter to our attention, and please know, we take your concerns seriously. If you have additional information you would like us to review, please feel free to reach out to us via email ([redacted]) or in writing. Sincerely,   [redacted] 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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[1. We don't have any question about the payment increase;  2. my address has NOT been changed since we applied this loan, we haven't received any payment slip until Dec, that why we pay the same amount as what we paid before Oct.  3. We DID pay the loan on time, even before 1st of each month ( I can provide the bank statement if need);  So we should NOT pay any late fee.]
Regards,
[redacted]

I don't care so much of the disciplinary action taken as much as clarification on her abilities.  She is advertising a product that she does not truly understand or know about.  She needs to remove it from her credentials, otherwise it is false advertisement.  She gave us false...

information.

Dear Ms. [redacted]:This letter is in response to your correspondence received by Guild Mortgage Company (“Guild”) on September 28, 2016, which was submitted through the Revdex.com (Revdex.com). Thank you for the opportunity to review and address your concerns.Your correspondence relates to...

your dissatisfaction with the service you received. Additionally, you requested reimbursement for various fees in connection with your loan transaction. Guild understands that the process of purchasing a home can be stressful at times; thus, we empathize with your situation. We regret that your experience did not meet our standards.  You were prequalified for an FHA 30 Year Fixed loan on 08/02/2016; this was not a preapproval. The pre-qualification letter was based on the information we had at that time. The letter you received was subject to a review of the complete credit package, appraisal, and underwriting approval. A pre-qualification is not an indication of a loan approval. You submitted your loan application on 08/23/2016.  On 08/31/2016, you received a telephone call from the Loan Officer Assistant, advising you she still needed the Award letter for your SSI income that you listed on your loan application.  You informed her that the income you listed was in fact your husband’s income.The mortgage consultant and his assistant explained to you that your husband’s income could not be considered in the qualifying income ratios since he was not listed on the loan application. Once your husband’s income was excluded, the debt-to-income ratio (DTI) was now above 50%, which exceeded FHA DTI ratio limits. Additionally, there were two accounts you were disputing on your credit report. The loan processor began the process to have the disputed items removed, which took several weeks to accomplish. Once the two items were removed from your credit report, your credit was re-run and your Fico scores decreased substantially, as a result of a new adverse item discovered on the report. Unfortunately, due to the decrease in your FICO scores, you no longer qualified for the loan and the application was declined.At no point did the mortgage consultant advise you that Guild would pay for your appraisal nor provide you with a Credit Approval Protection Plan letter.The appraisal service was performed by the appraiser and a copy of the appraisal was emailed to you; thus, you are not entitled to a refund for the appraisal fee. There was no Termite Inspection fee paid to Guild Mortgage. The appraisal fee and Termite Inspection fee are “third party” fees and are not refundable in a purchase transaction in the event the loan does not close. Your Earnest Money Deposit is a part of the purchase contract and was paid directly to the Escrow Agent as indicated on the first page of the purchase contract.Thank you for bringing this matter to our attention, and please know, we take your concerns seriously. If you have additional information you would like us to review, please feel free to contact us via email at ([redacted]) or in writing.  Sincerely,[redacted]Compliance ManagerGuild MortgageCc: Revdex.com

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...

resolved. It appears they are willing to correct this now. I will continue to watch to make sure they do. Thank you again
Regards,
[redacted]

Dear Ms. [redacted],Guild Mortgage Company ("Guild") is in receipt of your Revdex.com Complaint dated September 1, 2017. Guild's Compliance Department received your complaint on September 5, 2017. Guild appreciates the opportunity to review and respond to your concerns.Your complaint references concern...

regarding the Payoff amount on your Guild loan number 8781006128. You have alleged that Guild improperly withheld $9,991.29 of your "final payout" amount from the sale of your property. You also claim that you spoke with Guild employee "[redacted]" who told youthere would be no fees for selling your home.We have conducted research to determine what happened regarding your loan Payoffamount to Guild. On July 17, 2017, you spoke with [redacted] from the Loan Counseling Department and asked if there would be a "penalty” for selling your home prior to owning it for two years. Ms. [redacted] advised you to check your Note and Deed to determine whether there would be a penalty. Ultimately, there were no fees added to the loan Payoff amount as a "penalty" for selling your home.The principal balance at the time of Payoff on August 28, 2017, was $141,344.14. At that time, your loan was past due for 10 payments in the amount of S689.09 (S6,890.90 total). Per the loan Note that was signed at loan origination, you are responsible for remitting the full payment due the 1 of each month until the obligation is paid in full. As such, payments in the amount of $6,890.90 were still owed and were properly added to the Payoff amount on your loan. Additionally, your loan was in foreclosure at the time the property was sold. As such, foreclosure fees were assessed in the amount of $3,551.38 and were also included in the Payoff amount. Please be advised that the foreclosure fees are not a penalty for selling the property, but a cost associated with the delinquency of the account that was accrued and due Guild at the time of Payoff. The total Payoff amount was $151,786.42. Upon concluding our review of this matter, we have determined that the Payoff amount accurately reflects the amount owed on your loan and no funds were improperly withheld by Guild. Should you have further questions regarding your refund, please contact your title company.We appreciate your feedback and thank you for bringing this matter to our attention. Should you have any additional questions or Concerns, please contact us.Sincerely,

Dear Ms. [redacted],Guild Mortgage Company ("Guild") is in receipt of your Revdex.com ("Revdex.com") complaint dated July 29, 2017. Please accept this letter as formal notification that Guild is closing the file associated withyour complaint regarding the above referenced loan. Guild appreciates...

the opportunity to review and respond to your Concerns.You Submitted your original complaint via e-mail directly to Guild on July 3, 2017. Guild provided a Written response to your original complaint on July 26, 2017. You subsequently submitted a duplicative complaint via the Revdex.com's Complaint Portal. At this time, we believe that we have addressed the issues identified in your complaint in our July 26 response and are closing out this file. Enclosed please find Guild's previous response to the concerns raised in both the original and duplicate complaint. In 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 attention. Please know thatWe take your concerns seriously. If you have any additional questions or concerns regarding your loan application, please contact us.Sincerely,[redacted] Compliance Resolution Specialist Guild Mortgage Company

Re: Guild Mortgage Loan # [redacted]Revdex.com ID: [redacted]Dear Mr. and Ms. [redacted].This letter is in response to the correspondence we received from the Revdex.com regarding your request for a loan modification. Your letter was forwarded to me for review and...

response.Please note that Guild services your loan on behalf of your insurer, the U.S. Department of Veteran Affairs ("VA"). Typically any changes made to the terms on an existing mortgage loan require all Note borrowers to sign the respective modification agreements. Upon receipt of your letter, we reached out to the VA to get permission to allow for only one signature based on the documentation provided. The VA has given us this permission.Your loan has been approved for a modification pending receipt from the title company that the title is clear and there are no liens that would threaten our first lien position after the loan is modified. We expect to receive the confirmation from the title company during the first two weeks of July. Once we have confirmed there are no issues with title, your loan modification paperwork will be overnight mailed to you for execution.We were hoping to have received confirmation of clear title before having to formally respond to this letter; however, as of today we have not received this information. We will contact you as soon as this documentation is received. If you need further assistance or have any questions, feel free to contact me at 858-627-2334.Sincerely,

Guild Mortgage Company ("Guild") is in receipt of your correspondence dated May 7, 2017 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 account. Per your conversation...

with our Escrow representative on Monday, May 8, 2017, we confirmed receipt of the new Insurance premium and reanalyzed your Escrow account. By reanalyzing the Escrow account and spreading the current shortage over 24 months, we were able to reduce your payment to $1,275.54 effective May 1, 2017.We appreciate your feedback and thank you for bringing this matter to our attention, and please know, wetake your concerns seriously. If you have any additional questions or concerns in regards to your loanaccount, please contact us.Sincerely,[redacted] Loan Servicing, Vice President Guild Mortgage Company

Attached please find Guild Mortgage Company's formal response.

December 11, 2017[redacted]ID: [redacted]Dear [redacted]This correspondence is in response to a complaint letter we received from the Revdex.com regarding outgoing telephone calls...

from Guild Mortgage Company. Your inquiry was forwarded to me for response.Please note that Guild Mortgage Company is the servicer of your loan. You have a [redacted] loan. [redacted] provides guidelines with respect to outbound homeowner contact. After a loan is brought current via a loan modification, we must make courtesy calls as early as the third day of the month for the first nine months if the payment has not been received. Once we have nine months of a payment pattern post loan modification, your loan will be called based on your payment habits. Your loan was modified on March 29, 2017.If you were enrolled in the recurring ACH program, your loan would be automatically noted with the date of the next draft and would not be called until after this date had passed and no payment was received. The recurring ACH program is free of charge and has payment date options from the 1 through the 16" of the month. You can enroll on-line through you're My Account Login access on the Guild Mortgage website www.guildmortgage.com.If you have any questions, please feel free to contact me at ###-###-####.Sincerely,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. We never received any statement before December. Pls provide the address you mail before December.Just as I said, I did pay the mortgage on time for Oct and Nov which you charge the late fee.  ]
Regards,
[redacted]