ABCO

Initial Business Response / [redacted] (1000, 5, 2017/01/17) */ Contact Name and Title: [redacted] , SVP Contact Phone: XXX-XXX-XXXX Contact Email: ***@ruoff.com Ruoff Home Mortgage Senior Loan Officer Alisa Morehouse began working with MsPulous in November At that time there was a need to work on improving the customer's credit before she could be in a position to purchase a homeDue to this, Ruoff Home Mortgage was not able to issue any kind of pre-qualification or pre-approval letter In mid-December Morehouse finished the work on the credit rescore with the credit bureaus and Pulous' score had gone up dramaticallyUnfortunately, due to the complex nature of mortgage underwriting guidelines, the higher credit score alone was not able to carry Pulous through to a credit approvalRuoff Home Mortgage was still unable to provide financing and began to examine other options in further attempts to provide Pulous with a loan approvalHowever, Ruoff was never able to succeed in being able to offer a financing solution During that December period Pulous connected with her chosen Realtor [redacted] and executed a purchase contract on a propertyThis was done without a pre-qualification letter or pre-approval from Ruoff Home Mortgage When Ruoff notified Harrington that we were not able to provide financing Harrington approached Pulous to sign a mutual release terminating the purchase contractRuoff Home Mortgage was not involved in that interaction Alisa Morehouse did contact [redacted] today and was told that Pulous' [redacted] earnest money was to be returned if the mutual release of contract was signed, but that Harrington has been unable to connect with Pulous despite several attempts

Initial Business Response / [redacted] (1000, 8, 2016/04/13) */ ***Document Attached [redacted] Ruoff Home Mortgage mailed correspondence to Mr [redacted] on 2/24/A copy of this mailing is attached A monthly statement with a payment coupon was also mailed to Mr [redacted] on 3/18/This statement is also attached Ruoff Home Mortgage made a call out to Mr [redacted] this morning and left a voicemail requesting that he contact us so that we can help him to get access to these documentsWe also offered to provide Mr [redacted] with details on registering his account online at www.ruoff.com so that he will be able to access his loan information at any time

Initial Business Response /* (1000, 5, 2016/11/02) */
Contact Name and Title: *** ***, SVP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@ruoff.com
Ruoff Home Mortgage last spoke to *** *** in October when she was looking to secure financing for the purchase of a homeHer
profile as a borrower and potential Ruoff customer was strong and we worked with her to discuss loan payment scenarios and the steps required to obtain a mortgage approvalThere was no reason for loan officer *** *** to think that *** would not be able to secure financingTo this end Mrs*** gave a positive response to ***' request for financing on the property at *** ** *** *** in Fort WayneHowever, once the purchase contract and all purchase details were in hand Snover attempted to provide *** with a rate and fee structure for a mortgage and was unable to do soThis was due to the lower balance on the requested mortgage amount and the fact that Ruoff Home Mortgage elects to not originate Higher-Priced Mortgage Loans or loans with exorbitant fees to its customers
Within just a few days of obtaining the purchase contract a review of all available financing options at Ruoff were exhausted by SnoverMrsSnover contacted *** to inform her of this but then went on to provide potential locations where *** could secure financingThose community bank recommendations which were provide are companies that provide a business model better suited for a lower-balance mortgage loan
It was not the intent of Snover or Ruoff Home Mortgage to mislead *** on her ability to secure financingWe worked quickly to find the best possible financing for her, it just happens in this situation that the provider of that financing was not Ruoff Home Mortgage
Initial Consumer Rebuttal /* (3000, 7, 2016/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business's response is misleadingI knew that obtaining a loan for a smaller amount could be difficult, that is why my agent called Mrs*** before the offer was submittedI then called Mrs*** myself to make sure she understood the loan amount and she said there was not a problem with it, 5that Ruoff would provide the loanIt was not because I didn't qualify for the loan that they backed out, but it was because of the smaller loan amount, which is exactly why I called to confirm this before putting in the offerWhen I spoke with *** about this the day my offer was accepted and the day Ruoff backed out, she told me to look for a smaller bank or credit union to give me the loan, and suggested Three RiversThat is all she offeredI did go to Three Rivers and they said no to te loan amountIt was actually Chase that picked up the loan (not a very small bank, huh?)Ruoff knew ahead of time the loan amountMrs*** should have known, as an educated employee, that Ruoff would not be willing to back a loan of that amount, therefore should not have assured me the day before that they would follow through with a loan of that amount

Initial Business Response /* (1000, 5, 2017/06/09) */
As discussed in the case description, Mrs*** was the seller on the property at XXXXX *** *** where Ruoff Home Mortgage was providing financing for the buyerThe contracted closing date of June was not met due to required repairs
as called for on an independent appraisal and appraiser reinspection needs of the property for the home to qualify for a mortgageRuoff along with Senior Loan Officer Shanna Johnson worked diligently to line up the closing for this home as fast as possibleThat closing occurred on June 6, 2017, business days after the scheduled date
As a company we work hard to communicate available information to parties of the real estate transaction who are not our clientWe do this through a series of milestone update emails along with phone callsHowever, there is information that we cannot disclose to parties who are not our customers due to the privacy requirements of our industry and of our customersI believe questions of this nature that could not be answered were cause for much of Mrs***'s concern
The loan officer in this case was in daily communication with real estate agents on both sides of the transaction ahead of the closing in an attempt to provide as much information as she could legally giveHowever, it is not customary for a loan officer for a buyer to speak directly with a seller on a transaction to reveal mortgage processing information

Initial Business Response /* (1000, 8, 2015/08/18) */
Contact Name and Title: Clint ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@ruoff.com
On Monday, August 3rd Ruoff Home Mortgage Senior Vice President and Chief Lending Officer Clint *** reached out and connected with customer
Beth *** by phoneConversation included full details behind why customer's loan was approved and then subsequently denied due to additional information that came to light when the underwriter went back into the file for final approval
A Ruoff employee associated with this transaction was discharged on 7/and due to the sensitive nature of that termination, limited details were available to the customer until the week of August 3rdThis, too, was explained to the customer in the August 3rd conversation
Since that Aug3rd call Ruoff has connected with the customer several times via email, phone and text to help coordinate their mortgage loan application with another lenderThis included a transferring of documents at the customer's request to another mortgage lender
It is the opinion of Ruoff Home Mortgage, after speaking with the customer, that the issues surrounding this transaction have been resolved
OFFER:
Resolved directly with customer via phone on August 3rd
Initial Consumer Rebuttal /* (3000, 10, 2015/08/24) */
***,
Thank you for your replyUnfortunately, Ruoff's explanation is inaccurate and their offer is unacceptable and our desired resolution still stands with the exception of the return of the gift funds from the title company which has been done
To give you a timeline, this mortgage was applied for at the end of April or beginning of May, system approved, went through manual underwriting and at no time did we ever receive anything indicating that the loan would not be approved from all people involved, including the loan officer, Rich, the office manager, Teresa and finally the letter I sent to you showing upper management approvalIt was not until the DAY of CLOSING that we found out different from our realtor at 1:Closing was set for 3:We were not even given the courtesy of a phone until I had made phone calls to Ruoff all the way up to the owner (who has never to this day acknowledged anything from me)At 4:I received a phone call from Teresa who was extremely rude, saying the loan should never have gotten past The loan officer yet as of that morning when I talked with her she guaranteed me it would closeShe indicated it was because we had two late payments from the prior year (these were over a year old and had been explained long before this point with no issues raised by themWhen Clint called days later I was told first it had to do with collections that had shown up on the 23rd! None of which we were aware of, had not shown up on the first report and were immediately taken care of, they requested the paid receipt and they were fine with thatHad those been the reason I assume the loan would have been denied immediately! It was notWhen I next talked to *** he indicated to me that the loan was denied because we had already moved into the property as we had to move out of our previous home, as the landlord said it had been soldHe said that was against FHA rulesThis was also something that Ruoff was aware of and it is not an FHA rule as he statedAnother time I was also told it was because of an overdraft that I had due to my husband's NEA dues starting and my not having the correct start date so it over drafted but came through again and were paidYes, he sent my file to another lender of my choice, but as they said, Ruoff pulled our credit so many times it lowered our score to the point that we now must wait monthsThey did not understand why Ruoff would pull it AGAIN the day of closing but they did and have completely taken us out of having the opportunity to obtain the mortgage until after the beginning of the yearSo again, our resolution from them still standsThe matter has not been resolved as far as we are concerned and they need to make their screw up right
Jim and Beth ***
Final Business Response /* (4000, 18, 2015/09/11) */
Contact Name and Title: Clint ***, Senior Vice President
9/4/- Spoke to customer with an update on Ruoff's intent for resolution and its planned offer for resolutionAdvised that it would take some time to get sent to her
9/11/- Reached out to customer directly via email with offer for resolution using details from the customer's desired resolution within this Revdex.com complaint
OFFER:
Sent directly to customer via email on 9/11/
Final Consumer Response /* (2000, 21, 2015/09/16) */
As of yesterday, 9/14/15, our complaint against Ruoff Mortgage came to an amicable conclusion for both parties involvedNo further action will be required

Initial Business Response /* (1000, 5, 2017/02/21) */
Contact Name and Title: *** ***, SVP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@ruoff.com
Ruoff Home Mortgage Senior Loan Officer *** *** has been in contact and working with *** *** since May At that time
*** collected income information from *** and submitted her file to Ruoff's underwriting department for an income calculationRuoff was able to pre-approve *** for a mortgage on a home purchase of *** The customer had requested a larger loan amount and purchase price, thoughSo, in June we worked to rework the file at which time we were able to offer her a conditional approval with an *** purchase priceThe customer was still hoping for more based on the available properties for sale and we were not contacted next until January
On January 20, 2017, *** did sit down with *** to review updated income documentation and was issued a pre-approval letter for a *** that was subject to the underwriting review of incomeBelow is an excerpt from the letter *** received
"This credit approval is based upon initial review and verification of information you provided on income, assets, debts and creditThe issuance of this letter does not constitute a commitment to grant a loan as any material changes to the information you provided may adversely affect final loan approval."
After signing a purchase agreement to purchase a home at the end of January, the *** file was sent to underwriting on February 6, The underwriter was not able to justify the higher income calculation using current mortgage underwriting guidelines and ***'s current paystubs, and was forced to suspend the file in hopes of a restructuring to get ***'s debt-to-income ratio in line
Since that time Ruoff representatives have spoken to *** directly and assisted on several fronts in an effort to soften the blow of spending money on a home purchase that did not go throughRuoff has committed to cover the third-party appraisal fee in full in the amount of *** Ruoff has supplied *** with a Loan Denial Notice to allow her to obtain her *** earnest money back, and Ruoff and *** have been notified by *** that she was able to retain the apartment that she currently resides in without having to pay for a new deposit or rental application

Initial Business Response /* (1000, 8, 2016/04/13) */
[redacted]Document Attached[redacted]
Ruoff Home Mortgage mailed correspondence to Mr. [redacted] on 2/24/16. A copy of this mailing is attached.
A monthly statement with a payment coupon was also mailed to Mr. [redacted] on 3/18/16. This statement is also...

attached.
Ruoff Home Mortgage made a call out to Mr. [redacted] this morning and left a voicemail requesting that he contact us so that we can help him to get access to these documents. We also offered to provide Mr. [redacted] with details on registering his account online at www.ruoff.com so that he will be able to access his loan information at any time.

Initial Business Response /* (1000, 5, 2017/01/17) */
Contact Name and Title: [redacted], SVP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ruoff.com
Ruoff Home Mortgage Senior Loan Officer Alisa Morehouse began working with Ms. Pulous in November 2016. At that time there was a need to work...

on improving the customer's credit before she could be in a position to purchase a home. Due to this, Ruoff Home Mortgage was not able to issue any kind of pre-qualification or pre-approval letter.

In mid-December Morehouse finished the work on the credit rescore with the credit bureaus and Pulous' score had gone up dramatically. Unfortunately, due to the complex nature of mortgage underwriting guidelines, the higher credit score alone was not able to carry Pulous through to a credit approval. Ruoff Home Mortgage was still unable to provide financing and began to examine other options in further attempts to provide Pulous with a loan approval. However, Ruoff was never able to succeed in being able to offer a financing solution.

During that December period Pulous connected with her chosen Realtor [redacted] and executed a purchase contract on a property. This was done without a pre-qualification letter or pre-approval from Ruoff Home Mortgage.

When Ruoff notified Harrington that we were not able to provide financing Harrington approached Pulous to sign a mutual release terminating the purchase contract. Ruoff Home Mortgage was not involved in that interaction.

Alisa Morehouse did contact [redacted] today and was told that Pulous' [redacted] earnest money was to be returned if the mutual release of contract was signed, but that Harrington has been unable to connect with Pulous despite several attempts.