First Choice Loan Services, Inc.

To Revdex.com:
I attempted to contact this consumer in order to assist in resolving this complaint.
The contact information in your letter does not match the contact information in our loan files for this consumer except a business email address,
one of which I cannot be assured is still tied to the consumer. The contact information in the loan files is no longer valid except the work telephone number and the party answering said I would need to reach *** *** via email.
Please have the consumer contact me at First Choice Loan Services, Inc*** so that I may assist in the matter.
Regards,
*** ***
VP, Compliance
First Choice Loan Services, Inc
*** *** *** *** ** ***

Dear Revdex.com of NJ,Thank you for bringing this complaint to our attention. A review has been completed of *** *** comments as well as his request for reimbursement for appraisal monies. Additionally, we have completed a review of the facts surrounding the loan
origination and underwriting process. We have determined that no state of federal violations occurred and that our customary lending procedures were followed in the collection and submission of the consumer’s loan documents into the Underwriting Department.Several factors within *** *** qualifying profile were determined to have changed from the time of application. In addition, obtaining a co-borrower, which had been presented to the Loan Originator early in the process as a possible option to assist in qualifying, ended up not materializing.Out of our commitment to outstanding customer service, we are going to return the appraisal cost to *** ***, but this should not be seen as any admission of wrongdoing Our desire is for every customer to have a positive experience with First Choice Loan Service Inc. A check for $505.00 corresponding to the appraisal invoice we received from the appraisal management company will be sent to *** *** in the mail. We feel that all of the qualifying requirements were adequately explained to the consumer before the appraisal was ordered and regret that the consumer feels that we could have done a better job in explaining the complete process.We work hard to make sure every customer has a completely satisfying experience working with First Choice Loan Services Inc.Regards, *** ***VP Compliance ***

To: Revdex.com of New Jersey Thank you for allowing us to respond to this complaint. The consumer had already contacted us we were able to address his concerns and expedite the closing. The consumer is satisfied with our actions. The consumer stated to us that he would
contact the Revdex.com of New Jersey and close the case. Regards,

*** *** was able to go to the Australian Consulate and provide his identity documents to them so that they could provide an Affidavit of Identity to our satisfaction. He and his spouse who were the original parties on the loan both signed our required “release” in the amount of $2,for refunds of (5) appraisals. I also have his email agreeing to that amount.
*** *** is still not back in the US but he did provide an address where we may send the checks and that address does match the address on one of his bank statements that he provided to us in the initial loan files. The NJ DOBI said that we were not required to refund his money until we were confident that we have confirmed that we were refunding the same person who made loan application with First Choice. We believe that this has been accomplished. Checks are being mailed out tomorrow from Accounting and I have notified *** *** via email of this. I asked him to let me know as soon as the person picking up his mail for him in the US has received the envelope
Regards,
*** ** ***

It is my pleasure to report back
to the Revdex.com of New Jersey that we were able to work quickly and diligently with *** *** and her fiancé to move the loan to a successful loan
closing. They were able to close on their new home yesterday.
The Appraiser made comments and identified conditions of the subject property within the Appraisal Report and supplied pictures of needed repairs. In order to
make the collateral piece acceptable to our investors, the repairs must be completed. We were told that repairs would take more time to complete so First Choice Loan Services Inc., allowed the property to close with an escrow holdback agreement for those repairs in order to avoid additional time delays
Our investors have very strict documentation requirements in the case of escrow holdbacks. First Choice Loan Services did waive all fees associated with the holdback to alleviate the borrowers’ concerns regarding this aspect of the process.
There was additional documentation that was required from the borrower and her fiancé both in terms of their credit and income qualifying nuances.
This documentation was necessary for us to meet our investor and agency guidelines. We acted in good faith to minimize some of the paperwork yet still be within compliance of all federal and state rules and requirements.
As a good faith gesture to assist the borrowers, we also provided additional lender credits towards closing fees that typically would have been incurred in order to help defray costs mentioned in the complaint Additionally, we have looked into the borrowers’ inference of a data breach and found no indication to support that concern.
We know this has been a difficult process but we maintain our commitment to making it better and hopefully they will agree that we took some very positive steps. We take customer care very seriously as is our ongoing desire that all of our customers have a positive experience. Sincerely, *** *** VP Compliance First Choice Loan Services Inc***

To: Revdex.com of New JerseyRef: *** ***I understand *** *** was frustrat** by the loan loan process and not satisfi** with service we provid** and I’d like to apologize to him for that. I call** *** *** this week and left a message but did not hear
back. It is our company’s goal that all people who we serve receive outstanding customer service and a positive lending experience and that we help them reach the dream of homeownership. One of the keys to our success has been thorough communicationWe emphasize with our employees to try to make time for each person they work with to ensure they understand the process and are inform** about what is going on.When I spoke to the Loan Originator, ** ***, and his Manager, they both express** to me their apologies upon hearing that this had not been a pleasant experience our customer. ** will make sure that he works hard going forward to ensure each person understands the process and are inform** to the reasons when changes need to be made. We are upholding the promise that was made to *** *** and are refunding the appraisal fee of $445.00. A check will be mailed out to him next week from our accounting department in East Brunswick, NJ. We value all of our customer’s comments and thank you for bringing these issues to our attention and to the attention on our company’s managementRest assured, this situation is being addressed at the management level and steps are being taken to ensure our customers receive the service they deserve. If you would like to discuss this further, have any questions, or feel there are additional issues to address, please contact me at *** Sincerely, First Choice Loan Services Inc*** *** VP of Compliance *** cc: *** *** SVP Compliance

Thank you for bringing the request for refund of the appraisal cost to our attention. Out of our commitment to outstanding customer service, we are going to return the appraisal cost to Mr*** I contacted Mr*** by email today and informed him that
our Accounting Department will be sending out a check tothe post office box used in the complaint. He did receive the email and confirmed the address where the check is to be sent.While an appraisal was ordered which were services rendered and the customer would owe for the appraisal, our desireis for every customer to have a positive experience with First Choice Loan Services Inc. We regret that the customer feels that we could have done a better job

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
Sh
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Thank you for allowing First Choice Loan Services Inc. to review the comments and concerns expressed in thiscomplaint.  Mr. [redacted] is feeling frustration with the length of time the lead has been in our system; however, thereis additional documentation required from...

him in order to move forward.  Prior to the date of the Revdex.com complaint, thebranch communicated again with the customer explaining what was still outstanding.  After the first contact from Mr. [redacted] this case was escalated by the Branch Manager and transferred to aLoan Originator with greater expertise in this niche loan program, and he immediately began working with Mr. [redacted] to compile all of the required documentation needed to meet the program guidelines.  Following our receipt of this complaint from Revdex.com, the Vice President/Loan Production Office Manager left messages for Mr. [redacted] and I also attempted by telephoneto reach him, but was only able to leave a message on June 10, 2015.   We would like to assist Mr. [redacted] complete a loan application, but without his continued cooperation andsubmission of the required information and documentation we are unable to move forward or make a credit decision.  If you need any additional information please do not hesitate to contact me.

To: 
Revdex.com of New Jersey
Case [redacted]
From:
[redacted]  
[redacted]
Thank you for giving our organization an opportunity to respond to this consumer...

complaint. 
We have reviewed the complaint from [redacted] and gathered the facts relating to the events.
There were conditions on the loan regarding the ability by the consumer to borrow against the collateral based on the continuity of the underlying oblication.  In summary, over the course of the loan application process we made numerous attempts on behalf of the consumer to document that he had been in title to the property for the twelve months preceding the loan application. 
Recorded documents provided to the Underwriter showed that the borrower was not on title and were the basis for the final Underwriter's determination that we could not proceed to loan closing.   We acknowledge [redacted] was provided a Conditional Approval for a loan from our office; however, documentation could not be provided to meet all the conditions and the loan was denied.  
While we believe we acted in good faith and within compliance of all federeal and state rules and requirements, as well as industry best practices, we are committed to excellent customer service.  Out of desire that all of our customers have a positive experience, we are refunding his appraisal monies to him in the amount of $425.00.  
We talked with [redacted] on March 10, 2014 and informed him that we would be issuing a check to him and he was satisfied with this resolution. 
Sincerely, 
First Choice Loan Services Inc. 
[redacted] 
[redacted]

To:  Revdex.com of New JerseyRe:  [redacted]Good Afternoon, I've reviewed the customer complaint in detail and contacted the parties involved as well as our management team.  We value all of our customer’s comments and thank you for bringing these...

issues to my attention and to the attention of our company’s management. Rest assured, this situation is being addressed at the Senior Management level and steps are being taken to ensure our customers receive the service they deserve.I have attached the letter we are sending out today to [redacted] via [redacted].  We understand the customers frustration but we maintain our commitment to making it better and hopefully he will agree that we took some very positive steps.    Please note, we are sending the letter to the address showing as the contact address within the Revdex.com of NJ complaint case and not to the present address that is showing in our file.    If you need additional information or have any questions, feel free to contact me at [redacted]VP of Compliance [redacted]

Review: My fiance and I contacted First Choice in December to begin the process of getting things in order for a mortgage. We started with an agent named [redacted] Right around the time we had decided on a home and were ready to move forward with the loan, [redacted] left First Choice. We don't know why and/or whether he was fired. But, our files were deleted from First Choices' system, and documents were missing from our paper file. This lead us to believe that our personal data was compromised. We asked for confirmation. First Choice did not confirm, but we think it is fair to assume because they have not denied it.

Our new agent, [redacted], assured us First Choice would do everything in their power to push our loan thru quickly and to assure a smooth closing. It has been anything but. We were supposed to close May 22nd or 23rd, and were assured with certainty we would close before May 31 when our lease ended.

Today is June 2nd. We still have not closed and don't even have a firm closing date.

It is costing us thousands arranging storage for our belongings, displacing us from any permanent living arrangement forcing us to spend money on accommodations, etc.

Additionally, First Choice has pulled my fiance's credit so many times that it has dropped almost 20 points, despite closing accounts and removing disputes from his credit report(!). They have confirmed receipt of documents and days later requested we resend them because they didn't receive them. They are requesting that we escrow money for repairs to the house and estimates from a contractor - all at the last minute.

There really is too much to detail in the limited space on this form, but we are absolutely beside ourselves by how this process has unfolded - after our personal information was compromised and we were promised our file would receive top notch service, no less.Desired Settlement: Immediate closing on the house we are trying to purchase without further hindrance, a waiver of fees, and a lower rating from Revdex.com. Based on my experience, I am apalled this business has an A rating.

Business

Response:

It is my pleasure to report back

to the Revdex.com of New Jersey that we were able to work quickly and diligently with [redacted] and her fiancé to move the loan to a successful loan

closing. They were able to close on their new home yesterday.

The Appraiser made comments and identified conditions of the subject property within the Appraisal Report and supplied pictures of needed repairs. In order to

make the collateral piece acceptable to our investors, the repairs must be completed. We were told that repairs would take more time to complete so First Choice Loan Services Inc., allowed the property to close with an escrow holdback agreement for those repairs in order to avoid additional time delays.

Our investors have very strict documentation requirements in the case of escrow holdbacks. First Choice Loan Services did waive all fees associated with the holdback to alleviate the borrowers’ concerns regarding this aspect of the process.

There was additional documentation that was required from the borrower and her fiancé both in terms of their credit and income qualifying nuances.

This documentation was necessary for us to meet our investor and agency guidelines. We acted in good faith to minimize some of the paperwork yet still be within compliance of all federal and state rules and requirements.

As a good faith gesture to assist the borrowers, we also provided additional lender credits towards closing fees that typically would have been incurred in order to help defray costs mentioned in the complaint. Additionally, we have looked into the borrowers’ inference of a data breach and found no indication to support that concern.

We know this has been a difficult process but we maintain our commitment to making it better and hopefully they will agree that we took some very positive steps. We take customer care very seriously as is our ongoing desire that all of our customers have a positive experience. Sincerely, [redacted] VP Compliance First Choice Loan Services Inc. [redacted]

Review: I applied for a mortgage with First Choice Home Loans and expressed a number of concerns including the amount of credit cards I had open with debt, the length of time I was at my employer and the fact I had previously declared bankruptcy. I relied on [redacted] at First Choice to direct me as he indicated after reviewing my credit I was able to proceed with a Mortgage. I further asked him whether I should pay off all of my "little" credit cards (roughly $4,000) to help the mortgage situation and he responded via email saying to not pay a thing off as only the underwriters should direct this. Every singly reason I listed to him for my concerns with not proceeding he assured me my loan would be approved regardless off these concerns should there be no other issues. I was very reluctant and asked many times if this was certainly the case before making a purchase offer on a home. Needless to say I made the offer and everything went downhill from there. I had to pay for an appraisal and he gave me a price range of 450 to 505 and indicated again via email he would let me know the cost before proceeding but needed my credit card. I filled out the info and submitted and needless to say I was charged the max without notification. Again I have documentation to verify all of this. After many issue with the appraisal and almost being sued because we were not moving forward I was told I was denied for the mortgage unless I obtained a co-signer; the reasons given? EVERY single issue I asked [redacted] about at the beginning of the process in which he assured me were not issues as he has been in the business many years and was an underwriter for years as well. I expressed my concerns before the appraisal about this not wanting to spend the money if it was iffy and he assured otherwise. When this happened I confronted him and asked for a refund - NOPE he refused. I also mentioned the inexplicit double credit pull which prevented me from loan shopping - Very dissatisfied and want a refundDesired Settlement: Refund of appraisal fee as I expressed concerns beforehand about these issues and was told not to. I relied on First choice and was badly mistreated in my opinion.

Business

Response:

Dear Revdex.com of NJ,Thank you for bringing this complaint to our attention. A review has been completed of [redacted] comments as well as his request for reimbursement for appraisal monies. Additionally, we have completed a review of the facts surrounding the loan origination and underwriting process. We have determined that no state of federal violations occurred and that our customary lending procedures were followed in the collection and submission of the consumer’s loan documents into the Underwriting Department.Several factors within [redacted] qualifying profile were determined to have changed from the time of application. In addition, obtaining a co-borrower, which had been presented to the Loan Originator early in the process as a possible option to assist in qualifying, ended up not materializing.Out of our commitment to outstanding customer service, we are going to return the appraisal cost to [redacted], but this should not be seen as any admission of wrongdoing. Our desire is for every customer to have a positive experience with First Choice Loan Service Inc. A check for $505.00 corresponding to the appraisal invoice we received from the appraisal management company will be sent to [redacted] in the mail. We feel that all of the qualifying requirements were adequately explained to the consumer before the appraisal was ordered and regret that the consumer feels that we could have done a better job in explaining the complete process.We work hard to make sure every customer has a completely satisfying experience working with First Choice Loan Services Inc.Regards, [redacted]VP Compliance [redacted]

Review: We started a home loan with [redacted] who requested documents needed to get process started. The documents were provided but I had to contact him to check status only to find out more documentation was needed. This went on for a couple more times. The same documentation was repeatedly asked for and provided. I always had to contact David to check status and find out he needed someting additional. He passed the file to Walter [redacted] who did the same process. After 12 weeks of this we were no further along in the process than in week one. Both have been unprofessional over the phone and it alway takes us contacting them to see what is needed. We were continually told there were other higher priority loans ahead of us and kept getting strung along. The file was never moved closer to underwriting for approval and we missed out on several possible home purchases. There were always problems or excuses as to why our file never moved forward. We were repeatedly told our file was not a priority. The customer service was extremly poor. If David was unable to help us, he should have been straightforward and told us 12 weeks ago.Desired Settlement: We would like to see if we are approved for the loan or not so we can purchase a houe or consult with another lender.

Business

Response:

Thank you for allowing First Choice Loan Services Inc. to review the comments and concerns expressed in thiscomplaint. Mr. [redacted] is feeling frustration with the length of time the lead has been in our system; however, thereis additional documentation required from him in order to move forward. Prior to the date of the Revdex.com complaint, thebranch communicated again with the customer explaining what was still outstanding. After the first contact from Mr. [redacted] this case was escalated by the Branch Manager and transferred to aLoan Originator with greater expertise in this niche loan program, and he immediately began working with Mr. [redacted] to compile all of the required documentation needed to meet the program guidelines. Following our receipt of this complaint from Revdex.com, the Vice President/Loan Production Office Manager left messages for Mr. [redacted] and I also attempted by telephoneto reach him, but was only able to leave a message on June 10, 2015. We would like to assist Mr. [redacted] complete a loan application, but without his continued cooperation andsubmission of the required information and documentation we are unable to move forward or make a credit decision. If you need any additional information please do not hesitate to contact me.

Review: My wife and I were pursuing a mortgage, we had past cr**it issues but have work** very hard to save and most past those blemishes so that we could buy a home together. Our mortgage consultant was very responsive and attentive, however a few weeks into

the process because of our past cr**it issues the consultant was having issues with underwriting understand my pay stubs, child support etc (Township/Union Job), then our mortgage options chang** from Conventional to FHA. Then FHA together to FHA with just me.

They chang** several times over the course of the process, it was very chaotic. I express my concerns many times and was told that we ne[redacted] to be patient and wait for underwriting to do there work. My wife express** concern with paying for an inspection

and appraisal when we had so may issues with the mortgage at this point. We were told that the appraisal would not be order** until the mortgage commitment was out. I was deni**. It was such a project to get the letter to recover our Good faith money

($5000). WE were told it ne[redacted] two signatures but when actually got the letter it only had one signature. Makes us believe we were li** to throughout the process. The seller is so mad that he wont even sign off on the release of our funds. And we are out

almost $900 in inspection and appraisal fees. My wife was told to relax and I really do not appreciate being spoken to as if we are is. We both are **ucat** adults and we work hard. We have been in debt previously because we allow** people to get over on

us. This is not one of those situation, because this is no right and the service that we intrust** your company with was not provid**.Desired Settlement: Refund for the Appraisal in the amount of $445.00 that we were told would not be order** until the commitment was issu**. (which we have in writing in email from the consultant)

Business

Response:

To: Revdex.com of New JerseyRef: [redacted]I understand [redacted] was frustrat** by the loan loan process and not satisfi** with service we provid** and I’d like to apologize to him for that. I call[redacted] this week and left a message but did not hear back. It is our company’s goal that all people who we serve receive outstanding customer service and a positive lending experience and that we help them reach the dream of homeownership. One of the keys to our success has been thorough communication. We emphasize with our employees to try to make time for each person they work with to ensure they understand the process and are inform** about what is going on.When I spoke to the Loan Originator, [redacted], and his Manager, they both express** to me their apologies upon hearing that this had not been a pleasant experience our customer. ** will make sure that he works hard going forward to ensure each person understands the process and are inform** to the reasons when changes need to be made. We are upholding the promise that was made to [redacted] and are refunding the appraisal fee of $445.00. A check will be mailed out to him next week from our accounting department in East Brunswick, NJ. We value all of our customer’s comments and thank you for bringing these issues to our attention and to the attention on our company’s management. Rest assured, this situation is being addressed at the management level and steps are being taken to ensure our customers receive the service they deserve. If you would like to discuss this further, have any questions, or feel there are additional issues to address, please contact me at [redacted] Sincerely, First Choice Loan Services Inc. [redacted] VP of Compliance [redacted] cc: [redacted] SVP Compliance

Review: I recently did a refinance in July 2012. I was in an adjustable loan with [redacted] paying 3% interest. The loan First Choice prepared for me was supposed to be a no fee refinance. At the closing I saw the new loan resulted in my paying $9k in loan insurance fee (non refundable) and I also now must pay $500/month PMI. When I inquired regarding these fees I was led to believe that with a new appraisal showing I have 20% equity the PMI ($500/month) would drop off the loan and I would be refunded the one time insurance fee that was tacked on to my loan. I specifically inquired of the rep at the time regarding the ability to get a new appraisal and the PMI would come off.Today I learned when calling a rep at the firm the only way I can get the PMI off my loan is wait and pay for 5 years or refinance again.I am upset because the representative misrepresented the loan and put me into a bad product. I was better off staying with the loan I had with [redacted] to begin with. Even after the refinance the loan was transferred back to [redacted] again but now I am paying $500 pmi a month and also I am out the $9k in insurance fees that was tacked onto my loan. The representative said today it was not tacked onto principal but I have to pay the fee no matter what. The email to my regarding the loan [redacted].com7/10/12to [redacted] Hi,I saw on the disclosures a large mortgage insurance premium.If the home appraises with 20% equity do I get refunded that premium?Thanks, [redacted]7/10/12to me Hello consumer If the home appraises where we are at 80% or lower we will go Conventional which doesnt have mortgage insurance. The only reason you would refinance FHA is if the loan to value financing is over 80%. Once the appraisal is in we will restructure the final loan amount according to value. Title is still working on the judgments. By chance were you able to figure out what they were for and that theyve been paid or notDesired Settlement: I would like to be refinanced into a fixed rate loan and refunded the $9k in fees and the $500/month I have been paying because of the deceptive lending practices of the lender.

Business

Response:

To whom it may concern,

Thank you for giving our organization an opportunity to respond to this consumer

complaint. I apologize

for the delay in response,

but I had thought we had already

responded back in July from our corporate office.

This consumer

was originally disclosed

with a FHA loan at the terms that we provided.

We reviewed

the emails between the consumer

and the loan officer and she accurately stated that if the house appraised high enough and there

was sufficient equity we would not have to charge mortgage insurance. None of the emails we reviewed

nor the one quoted by the consumer had anything

to do with what would happen after the loan funded.

As it turned out the appraisal

on the property came in lower than the consumer

had hoped for and the loan required

mortgage insurance(which is what we originally

thought would happen and what we originally disclosed).

Thank you for taking time to review our response.

Business

Response:

To whom it may concern, Thank you for giving our organization an opportunity to respond to this consumer complaint. I apologize for the delay in response, but I had thought we had already responded back in July from our corporate office. This consumer was originally disclosed with a FHA loan at the terms that we provided. We reviewed the emails between the consumer and the loan officer and she accurately stated that if the house appraised high enough and there was sufficient equity we would not have to charge mortgage insurance. None of the emails we reviewed nor the one quoted by the consumer had anything to do with what would happen after the loan funded. As it turned out the appraisal on the property came in lower than the consumer had hoped for and the loan required mortgage insurance(which is what we originally thought would happen and what we originally disclosed). Thank you for taking time to review our response.

This response was sent in on the 31st of December. Please feel free to contact me should you have any questions. Please advise once the case has been closed.

Thank you,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The bank is inaccurate - see the email from the loan officer at bottom dated 6/21/12

I asked in an email to the loan office if I would be able to drop PMI once I had an appraisal showing greater than 20% equity.

In the email dated Jun 21 below, the loan office indicated:The mortgage insurance will fall off in 5 years or the value is at 80%.

In later emails I continued to inquire about PMI and the loan officer responses were evasive and indicated if you had 20% we would put you in a conventional loan.

The loan office never responded to my direct question.

The loan officer was not forth coming and evaded the question saying they would put me into a conventional loan.

In fact the terms of the FHA would require me to keep paying PMI for years even if I had higher equity in my home.

The loan officer provided me with inaccurate information regarding the terms of the loan and then when I inquired in later emails about PMI she would deflect the question and talk about putting me into a conventional loan.

Only after I had the FHA loan and inquired to the bank on how to drop PMI was I to learn the only way to drop PMI would require me to refinance.

I was put into a bad loan and misled by the loan officer.

I have the emails to prove it, see below.

Regards,

On Thu, Jun 21, 2012 at 4:58 PM, [redacted] <[redacted]> wrote:Hello [redacted], We spoke today regarding the FHA refinance of your property in **. I've provided pricing below that we discussed today. The loan amount is much lower then what we were discussing. I would highly recommend going with the 3.875% providing you the rebate. The mortgage insurance will fall off in 5 years or the value is at 80%. This will lower your payment an additional $521.00 per month

Business

Response:

Attached please find the response from the Branch Manager.

Thank you,

Review: I am a Texas veteran, USMC, and I have been trying to get information/loan approval from [redacted]. This process started about June 10, and I have not been able to get a straight answer or even a return email in over month. I did however, hear from [redacted] via a mass email advertising great assistance with veterans. When I questioned him about my loan and his employees not following up or responding to emails, he said he deleted me from the system and it was best we ended out business relationship together. I asked specifically for a reason or status of my loan, to which I got no response. This is not how Texas Veterans should be treated, and I don't want this to happen to another veteran. This companies premise is that they CATER to veterans, and this is simply NOT the case.Desired Settlement: I want a written letter of apology from [redacted] & [redacted] due to the manner in which they handled this situation.

Business

Response:

To: Revdex.com of New JerseyRe: [redacted]Good Afternoon, I've reviewed the customer complaint in detail and contacted the parties involved as well as our management team. We value all of our customer’s comments and thank you for bringing these issues to my attention and to the attention of our company’s management. Rest assured, this situation is being addressed at the Senior Management level and steps are being taken to ensure our customers receive the service they deserve.I have attached the letter we are sending out today to [redacted] via [redacted]. We understand the customers frustration but we maintain our commitment to making it better and hopefully he will agree that we took some very positive steps. Please note, we are sending the letter to the address showing as the contact address within the Revdex.com of NJ complaint case and not to the present address that is showing in our file. If you need additional information or have any questions, feel free to contact me at [redacted]VP of Compliance [redacted]

Review: back in dec of 2013 I was shopping around to see if I could get a refinance loan to my home even though im not on the title or the deed to my home it is all in my wifes name francine walsh I was contacted by first choice loan services of phonenix arizona by ( there repersenitive [redacted] ) I explained the whole situation to him and he assured me I would be able to get the loan so I said great .over the next couple of weeks we continued to email and fax paper work back an forth, on 1/13/2014 I recieved a copy of the GFE which was good through 02/12/2014 so to make a long story short [redacted] kept assuring me everything was fine and that there was no worries and that closing would take place early feb.2014 so I was happy.so no early feb came and I had not recieved any answer so I tried calling several times a day. and I kepyt dialing [redacted] phone line and was getting a new persons name a mike ernst finally he returned my phone call and asked for additional information to be faxed to them which I complied and did. then he said ok I will get back to you in a couple of days and as the story goes he never did, I finally contacted there cooperate office in new jersey and spoke to some lady name I this her name was [redacted] I really dont remember so as it goes this was friday she said some one would call me on monday 2/24/14 well I recieved a call and was told I was denied the loan so now I told the guy I was told there was no worries with the loan no problems I then asked what happened to [redacted] there repersentive he told me its non of my business and not my concern I then told him I want to recieve my 425.00 dollars back I layed out with the pretense and assurence I was gonna get this loan he told me there was nothing he could do for me so I told him I was gonna contact the Revdex.com because I notice they have a complaint where people were lead to believe the loan was approved at this point I want to recover my 425.00 and wont settle for anyDesired Settlement: I want the 425.00 retuned I layed out for an appraisal which is usless to me when I was told eveytime I spoke to jason holtz no problems no worries

Business

Response:

To:

Revdex.com of New Jersey

Case [redacted]

From:

Thank you for giving our organization an opportunity to respond to this consumer complaint.

We have reviewed the complaint from [redacted] and gathered the facts relating to the events.

There were conditions on the loan regarding the ability by the consumer to borrow against the collateral based on the continuity of the underlying oblication. In summary, over the course of the loan application process we made numerous attempts on behalf of the consumer to document that he had been in title to the property for the twelve months preceding the loan application.

Recorded documents provided to the Underwriter showed that the borrower was not on title and were the basis for the final Underwriter's determination that we could not proceed to loan closing. We acknowledge [redacted] was provided a Conditional Approval for a loan from our office; however, documentation could not be provided to meet all the conditions and the loan was denied.

While we believe we acted in good faith and within compliance of all federeal and state rules and requirements, as well as industry best practices, we are committed to excellent customer service. Out of desire that all of our customers have a positive experience, we are refunding his appraisal monies to him in the amount of $425.00.

We talked with [redacted] on March 10, 2014 and informed him that we would be issuing a check to him and he was satisfied with this resolution.

Sincerely,

First Choice Loan Services Inc.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Sh

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I was recently denied a loan, the provision states that through lack of finance of VA home loan, I get refunded my appraisal fee. The loan officer "in writing" has taken full responsibility for bad processing my claim, and no discussion for refund even though I can show proof of charge and contractually no service rendered.

I want to unwind my contract with First Choice Loan Services Inc. and a full refund.Desired Settlement: Please shred my personal information, unwind my contract and give me a full refund as obligated.

Business

Response:

Thank you for bringing the request for refund of the appraisal cost to our attention. Out of our commitment to outstanding customer service, we are going to return the appraisal cost to Mr. [redacted]. I contacted Mr. [redacted] by email today and informed him that our Accounting Department will be sending out a check tothe post office box used in the complaint. He did receive the email and confirmed the address where the check is to be sent.While an appraisal was ordered which were services rendered and the customer would owe for the appraisal, our desireis for every customer to have a positive experience with First Choice Loan Services Inc. We regret that the customer feels that we could have done a better job.

Review: I started with [redacted] 03/01/2013. On 4 mortgage refi loans. I was told at the time that my credit would be run and that I would have no problem receiving the 4 loans. At that time also, gave him a schedule of my other properties. 6 month into the process I get a call from [redacted] stating I need to have a credit score of 720 or above to receive any loans. I found this to be strange as this was not explained to me before I started the process and my credit was run. [redacted] stated it was their fault and my money for the four appraisals would be returned to me. I have done some research online and all Gov. loans must have a minimum credit score of 720 this has been law for a number of years. I am not a loan professional and this should have been explained before the process ever started. I have emails and text of all correspondents with [redacted] and [redacted] the loan processor.Desired Settlement: I would like a refund for the 4 appraisals. The were $570ea. for a total of $2280

Business

Response:

To Revdex.com:

I attempted to contact this consumer in order to assist in resolving this complaint.

The contact information in your letter does not match the contact information in our loan files for this consumer except a business email address, one of which I cannot be assured is still tied to the consumer. The contact information in the loan files is no longer valid except the work telephone number and the party answering said I would need to reach [redacted] via email.

Please have the consumer contact me at First Choice Loan Services, Inc. [redacted] so that I may assist in the matter.

Regards,

VP, Compliance

First Choice Loan Services, Inc.

Business

Response:

[redacted] was able to go to the Australian Consulate and provide his identity documents to them so that they could provide an Affidavit of Identity to our satisfaction. He and his spouse who were the original parties on the loan both signed our required “release” in the amount of $2,265.00 for refunds of (5) appraisals. I also have his email agreeing to that amount.

[redacted] is still not back in the US but he did provide an address where we may send the checks and that address does match the address on one of his bank statements that he provided to us in the initial loan files. The NJ DOBI said that we were not required to refund his money until we were confident that we have confirmed that we were refunding the same person who made loan application with First Choice. We believe that this has been accomplished. Checks are being mailed out tomorrow from Accounting and I have notified [redacted] via email of this. I asked him to let me know as soon as the person picking up his mail for him in the US has received the envelope.

Regards,