Embrace Home Loans, Inc.

Embrace Home Loans is in receipt of a notice of complaint from Mr*** regarding his monthly automatic debit to apply his monthly mortgage payment. We have reviewed his file and found that the account, which was established online by Mr*** set a date for the debit on the 17th
of the month, which caused several payments to have been made after the end of the grace period.One of those payments, on May 17th for a May due date, caused a late fee to be added to his account in the amount of about $22. Embrace has waived that late fee, and advised Mr*** that he needs to go into his account and amend the automatic debit date so that it occurs between the 1st and the 15th of the month in order to avoid any future late fees.If you have any questions or concerns, please feel free to contact us at your convenience. *** ***, CCOEmbrace Home Loans, inc

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards, *** ***

Embrace Home Loans (Embrace) is in receipt of a notice of complaint registered with the Revdex.com from Mr*** regarding his existing mortgage loan, and is aware of activity in his loan that has forced his monthly escrow payment to increase, from which we believe Mr***
had been drawn to the position that he should not be required to make Escrow payments to his mortgage loan account if he was able to manage his Tax and Insurance payments independently. We have responded to Mr*** via another forum on this issue.The loan that Mr*** accepted from Embrace was approved under conditions that required the establishment of an Escrow account, and included in the Mortgage agreement that he signed. These were the terms that had been disclosed to him in advance of that agreement, and which all parties had accepted.Mortgage loans take various shapes based on the Terms and Conditions that apply, and with the level of equity demonstrated by this loan, it is standard procedure that escrows are an absolute requirement throughout the mortgage industry.While we appreciate Mr***'s effort, and his intention to manage his own affairs, the terms of the loan that he accepted required the establishment and maintenance of an Escrow Account to handle his taxes and insurance on the subject property.If you have any questions or concerns, please feel free to contact me at your convenience. *** ***, CCOEmbrace Home Loans, Inc

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
This is entirely untrue as I possess the actual request and email to Embrace requesting transfer of Appraisal information on November the 15th, two weeks priorCare to challenge that? Because I can easily provide itThen again, to cover her backside, your loan officer may have "misplaced" that requestYes, she is that unprofessionalIt is NOT inexplicable at all the reason we pulled our business away from EmbracePerhaps instead of blowing my complaint off, their customer service department should look further into this agent and her practicesBut then again, perhaps this is the way Embrace does business because, rather than apologizing to my wife and me, they shrug us offOkayThat being the case, I will simply share my story on social media and the various forum sites on the net as a cautionary tale
Regards,
*** ***

First, we must apologize for the delay in delivering this response to the Revdex.com. It had been prepared in a timely manner, but was apparently not received at your office, and we take responsibility for that oversight.Ms*** brings attention to a variety of issues in this rejection, but certain central issues remain central to Embrace's position on this file.Most important is that the agreements between Ms*** and her contractor do not involve Embrace directly. We do not have the luxury of being able to determine which arguments are defendable and which are not, and do not have the authority to step and direct one or the other side to take actions in this dispute. It has been and remains our hope to assist in finding ground for Ms*** to complete this process, and to achieve a mutual agreement between the parties. We recognize that there is currently a legal issue to be decided by the courts, as both parties have appealed for relief from the courts, but that Embrace is not able to have any impact on those proceedings.Embrace has kept in close contact of late with Ms*** and, we feel, has provided support for her efforts in arranging for prudent next steps in her quest. Since Ms*** is our client in this circumstance, it is out intent to help her achieve a long term resolution to her obstacles within the parameters of our agreements with her, and we do pledge our support and resources to assist her in that direction. At the moment, Embrace must wait for the outcome of the processes in play to determine the extent to which Ms*** or the original contractor is found to be responsible for the conduct of concluding the reparations to the property. Embrace is prepared to be of assistance to Ms***, but cannot estimate the terms of that assistance without further clarity in what actions will be next required.To the extent that Ms*** has expressed dissatisfaction with Embrace's actions during this process, we have reviewed all actions taken since the initiation of this loan, and have found that our actions have been within the routine confines of the procedures that govern the 203k loan process. Our only desire at this time is to conclude this repair segment of the loan process, and move on to having a lender/borrower relationship with Ms*** for many years to come.If you have any questions or concerns, please do not hesitate to contact our office at your convenience. *** ***, CCOEmbrace Home Loans, Inc

Embrace Home Loans is in receipt of a notice of complaint from Mr***, regarding an appraisal fee he paid in connection with a mortgage refinance application.Mr*** contends that he was to have been refunded an appraisal fee paid earlier this year, and had not received it yet.
There was a significant delay in our being made aware of his complaint, and we were able to obtain these details only this morning.We have determined that his observation is accurate, and also that Mr***'s credit card was refunded prior to our having received this notice of his complaint, and should be visible on his next statement, if not already apparent there.If you have any questions or concerns, please feel free to contact me at your convenience. *** ***, CCOEmbrace Home Loans, Inc

Embrace is in receipt of a complaint from Mr*** regarding his application for a mortgage loan, in which he suggests that he has received inadequate correspondence from Embrace about his application file. He notes that he has contacted another lender and would like the appraisal report
transferred to that lenderEmbrace reviewed the application file and found that the application had been conditionally approved pending the receipt of some additional information from Mr***, which had not been received. The application was ultimately denied for that reason on or about 1/19/Upon receipt of this complaint, Embrace contacted the necessary parties to arrange for a transfer of the appraisal report to third party lender, as directed by Mr***.If you have any additional questions or concerns, please feel free to contact us directly.*** ***, CCPEmbrace Home Loans, Inc

Embrace Home Loans is in receipt of a notice of complaint from Ms***, alleging that the title to her property had been compromised in connection with her recent loan transaction with Embrace - specifically, that her husband's name had been added to the title of the property.Upon review of
the file, however, we could find no evidence of that, and sought clarification from the Title Agency that had managed that aspect of the investigation for the loan. While it was accurate that her husband's signature had been required to authorize using the property as collateral, and to sign several related documents for the loan, by virtue of a spouse's ownership rights under Iowa law, his name had not been added as a direct owner of the property.He did not sign the other documents related to the loan, such as the promissory note. Instead, under Iowa law his signature simply allowed Ms*** to use the property as collateral.We spoke with Ms***, who had apparently been alerted by someone at the local recorder's office about her husband's signature on the documents, and incorrectly conveyed information about ownership to the property to her that was inaccurate.Ms***'s concerns, we believe, have been addressed and she understands that the title to the property is as she expected it should be, with her being the sole documented owner.If you have any questions or concerns, please feel free to contact me at your convenience. *** ***, CCOEmbrace Home Loans, Inc

Embrace Home Loans is in receipt of a notice of complaint regarding an application filed by *** ***, and has taken the opportunity to review the file with the staff that had worked on that application.It is noted that when the application was filed, Ms*** was unable to provide
the full amount of the fee due for the appraisal service, as is typically required by Embrace. Her representative at Embrace, Mr***, agreed to an exception and collected the $fee referenced in the complaint, with the intention of the balance due being included in the costs at closing. Subsequently, we learned that Ms***'s application would not meet qualifications for the program desired due to a previous modification. Mr*** has agreed to refund the partial payment made by Ms*** toward this appraisal service, and will process that refund immediately. If you have any questions or concerns, please feel free to contact us at your convenience.*** ***, CCO

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I would like to REJECT the response from Embrace Home Loans for the following subject line complaint.As I stated before I was referred to this contractor by the realtor *** *** and the loan officer *** ***Mr*** spoke very highly of the contractor *** *** (*** ***)Mr*** was the one to give me the contractor's contact informationMr*** was very involved with this hold situation. Mr*** changed information on documents after I had already signed and the contractor signed the documentFor example, the contractor's home agreement that I signed dollar amount enter was $31,and was changed to $30,It was only when I filed a HUD compliant asking to have my file audited by HUD, they noticed the difference in the document I sent themNo changes can be made after both parties have signed and or been notified of the changes. Mr*** also sent an email assuring that *** *** has done work for Embrace in the past and assured that this contractor does good quality work. Mr*** entered a dollar amount on his copy of the agreement and initial it, but I was never notified. Mr*** worked alongside with *** *** (*** ***) to revise the estimate agreement that was put into place on August 24, 2016, August 30, 2016, and the final estimate September 21, Mr*** and Mr*** spend tremendous time on the phone together making changes to the estimatesI bought to Mr*** attention about the issues I was having with this contractor, and he told me that I was being difficult and I should just allow MrBurlke to do his job. I haved reached out to Mr*** supervisor *** ***, whom also thought I was being difficult, to the point where he sent an email to his colleagues, in regards to my sympathy of this matter, and he was not professional at all. I have had disagreements with the loan officer Mr*** and the contractorA lot of things were overlooked with selling this home and when everything started coming out Mr*** response was it's not his fault and that I should call *** ***. I was asked by the contractor at closing if I had the check for him to do repairs, and I did not receive a check. Mr*** explained to me that when you do a 203K rehabilitation loan, funds are dispensed as the work is performedi.e he told me that I would be responsible for dispensing the money to the contractor and I would be responsible for turning in the receipt and material list so the contractor would get paid and that if the work is satisfactory I would sign off and the contractor so he could get paidI reached out to *** settle group who also said that it was not normal to give the contractor money up front unless it is a two party check with the Buyer & seller's name on the check, but they were just following the orders of Mr***.Because the contractor was given $15,up front to start the work there has been a STOP WORK ORDER put on the house less than a week of starting work and *** *** til this day the work has not been completedI have not heard from Mr*** since he told me he was advised by his higher authority to step back and that myself and the contractor needed to go to arbitrationNo arbitration has ever been done*** *** tried to mediate through an attorney I hired, but that did not work because *** *** wanted me to pay them additional money to go with the $15,he already had.I was recently advised that Embrace Home Loans have attorney's for situations like this and that I should reach out to them see why they haven't stepped in because I am their client, to try to get the money back form this contractor who did not do the work.Embrace Home loans also sent the appraisal company they hired to come back out on May 19, 2017, to do a final inspection to determine the amount of work was doneThe report shows the work is incompleteMr*** responded to an email saying the report shows the works is incomplete and another Embrace Home Loan employee said that the report clearly shows the contractor only did 5% of the work.Yes! Embrace Home Loans only have an agreement with me (*** ***), but if this transaction was done correctly we probably would not be having this issue two years later. If Embrace Home Loans have an agreement with me, then fix itDirect me to your attorney's or go after the contractor for not completing the work and taking funds from HUD/Embrace Home LoansI am not asking Embrace Home Loans to take sides, I am asking Embrace Home Loans to correct this problemThis should never gone on this long.Since my file has been audited by HUD, Embrace has sent me three checks for overpaymentI have now discovered that I have HOA fee's and my paperwork says I do not. I feel like I was taken advantage of everyone who had their hand in selling this home, and everyone has walked away from me nowIf Mr*** and the contractor have been at odds because of this matter, it's clearly not because of me. Who at Embrace Home loans has been in touch with me since this started? I'm only being contacted by phone/email that I need to make a payment before the of each month and my mortgage its even late. recently I have been speaking at Embrace Home Loans, but before then no one has reached out to me. Correct the wrong so we can all move on. In the HUD book 4001, says the check should be two parties/check, cashed among the buyer and the contractorI never authorized to release any funds to the contractor on my behalf.I would like to know what is Embrace Home Loans solution to this nightmare? The contractor can not show where he spent the $15,and can not supply receipts.
Regards,
*** ***

Embrace Home Loans received the correspondence indicating a rebuttal had been registered by Mr***, and has reviewed his comments. In this regard we have reviewed our analysis of his application, and gone so far as to reach out to the VA Administration, for a second time, to confirm (or not) the direction we had previously been given by that agency regarding this circumstance. While we acknowledge and appreciate Mr***'s vigor in searching for information to support his contention, we believe that we have taken the appropriate steps to determine the permissibility of using the resources he has presented, including attending to the written guides available through the VA and other third parties, and bringing the particular situation directly to the VA staff for review, given the complexity of these sources of income.If Embrace had received support for using the income source in question, when it raised the issue with the VA, then it would certainly have done so. Since we received direction to the contrary, we are bound to follow the VA guidelines as the VA communicates them to us.If you have any questions or concerns, please feel free to contact me at your convenience. *** ***, CCO

Embrace Home Loans (Embrace) is in receipt of a notice of complaint from Ms***. In review of the file, we note that the application had been conditionally approved, and given a dearth of communication from the consumer, we were not certain that the consumer was intending to continue
with the application process.Upon receipt of this notice, we have contacted Ms*** and the process has been re-initiated.It is unclear why the Homeowners Insurance Agent might have disrupted service. Our actions to change the name of the loss payee on a policy prior to closing should have no other impacts on that policy. Whatever the circumstances, Embrace will contact the Agent, and resolve any lingering issues at the closing of the loanIf you have any questions or concerns, please feel free to contact me at your convenience.*** ***, VP/CCOEmbrace Home Loans

I previously filed a complaint against Embrace Home Loans as failing to record my homeowner's insurance informationThis time my mortgage loan was transferred to *** *** ***This transfer resulted in an increase of $to my mortgage paymentThis increase is in regards to escrow for property taxes and hazard insuranceI have provided Embrace Home Loans with my *** homeowners insurance information on several occasions which they claim they never receivedIn addition, I do not understand why a mortgage transfer increased my paymentThis increase is a hardshipI have sent messages and spoke with an outsourced representative regarding these issuesI also received an email today stating that my mortgage statement is available, but the message referenced my old loan numberI cannot login with the new loan number I would like to keep my original mortgage payment, for Embrace to do better at record keeping, for Embrace to verify my *** homeowners insurance once and for all, and an apology

Embrace Home Loans is in receipt of a notice of complaint from Ms***, and has taken the opportunity to review her application file, and discuss the application with those who had been aware of its circumstances.Ms***'s application required an appraisal of the property she had proposed be
used as collateral for the mortgage loan, and upon delivery of the appraisal report, it was noted that the value was found to be less than suggested. At that value, it would have not have been possible to grant a loan approval to her. Ms*** disagreed with the findings, and in accordance with prudent practices, Embrace instructed her how to dispute the results of the appraisal, which she did. When information was submitted to the appraiser for consideration, he increased his estimated value, which re-opened the potential for a loan approval. However, upon receipt of information regarding her employment and income, it was noted that the history did not support the level of income that had been suggested during initial discovery efforts.Ultimately, the application was denied due to debt to income concerns.Ms*** has suggested that the loan officer, Ms***, failed to provide support and value during the application process. For example, she indicates that the loan officer "went on vacation for the month of November without letting me know." But our notes indicate that Ms*** was away for two weeks after having been married, and had taken steps to advise each of her applicants of the situation before she left. She also referenced her supervisor, Mr***, as a resource during the time of her absence.Certainly, Embrace would have preferred to have found a suitable loan approval for Ms***, but ultimately was not able to align all the required pieces of information to reach that conclusion.If you have any questions or concerns, please feel free to contact me at your convenience. *** ***, CCOEmbrace Home Loans, Inc

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Embrace Home Loans (Embrace) is in receipt of a notice of complaint registered by Mr***, and has taken the opportunity to review his circumstance.Mr*** has cited several issues that, he believes, are indicative of advertising, but our review suggests that each is simply based on his
misinterpretation of the message. The advertisement clearly indicates that the loan in question is a mortgage loan, and not simply a debt consolidation vehicle. The complaint even refers to the concept of a Loan to Value ratio. Even the factor that a Loan to Value ratio in *** is limited to 80% on a refinance is mentioned in the advertisement. It is a state law in *** that a refinance loan cannot exceed a Loan to Value ratio of 80%, which is a well known feature of *** Aloans.The reference to the unlimited Loan to Value ratio and "in most cases no appraisal" is needed, are found on the next to last page and in a section that discusses the Homeowner's Affordable Refinance Program (HARP) - the government program that was designed to assist homeowners with Underwater loans - where the outstanding balance of loans exceeds the value of the property.Indeed, Embrace is disappointed that the advertisement led to or caused any confusion for Mr***, but a review of the advertisement finds it to be consistent with its intent, and clear about its being a mortgage loan, and subject to additional qualification factors that are consistent with any mortgage loan.We will, if requested by Mr***, take steps to ensure that he no longer received advertisement from Embrace, but we contest any suggestion that our advertisement is misleading.If you have any questions or concerns, please feel free to contact me at your convenience.*** ***, CCO Embrace Home Loans

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Embrace Home Loans (Embrace) is in receipt of the notice of complaint filed by Ms***, and apologizes that it has taken more time than usual to obtain the information that was needed to provide an appropriate response to her observations.Our records from the loan closing, which happened in July
of 2014, confirmed that Embrace had paid $from the loan proceeds to *** Insurance, at the direction of *** Insurance. That check was cashed immediately, and Embrace understood that aspect of the loan to be completed.In response to our inquiry now, *** Ins has advised us that in August of a revised statement of the insurance policy was provided to Ms*** by ***, due to the removal of a Wind Credit from the policy. This resulted in an increase in the annual premium, which - according to ***'s records - Ms*** failed to pay.On or about October 5, 2014, *** issued a cancellation of insurance notice to Ms***, and a refund of the unused premium in the amount $to her.Allegations in the complaint that Embrace failed to pay the premium are clearly unfounded, and the records produced clearly show that the policy was ultimately cancelled due to the consumer's failure to pay an additional amount assessed after Embrace had paid the policy premium as identified via the loan proceeds.If you have any questions or concerns, please feel free to contact me at your convenience.*** ***, CCOEmbrace Home Loans, Inc

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Well, I don't know what to say but that our Cc email copy from *** to Embrace is dated November 15thYou know why Embrace "did not receive" the request until the 30th (probably) is because their Loan Officer claims she'd been out sick, in her email to us anywayApparently, during illness or vacations, etcno one checks anyone else's emails? Lives just hang in the balance for days on end? Lives and budgets and bills put on hold until convenient for Embrace to get back around to business?This demonstrates my point to those considering EmbraceYou may want to reconsider rather than even taking a chance, nice deft and smooth responses from them here notwithstandingFor instance, interesting we get a better and quicker response here than in our day-to-day dealings with themPerhaps their business would fare better if they treated fire prevention with as much care, attention and concern as putting out fires hereThink about that, then go elsewhere
Regards,
*** ***

Why was this option not given to me at the time of my denial. I feel that your company should have informed the appraiser you picked to redo the appraisal as a single family at their cost, not mine. I would like to know if we could pick up where we left off and have them submit another appraisal and have my loan approved. What is your contact number?
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***