Goldwater Bank, N.A.

Revdex.com:? I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? ? While it is true that MsN [redacted] and I originally discussed a HARP loan, it was determined within the first couple minutes of our first phone conversation that I was not eligible for a HARP loan? Right out of the gate, it was determined that I would be applying for a conventional jumbo loan? If MsN [redacted] told Goldwater Bank anything other than that, she is simply misrepresenting the truth or outright lying? After determining I would be applying for a conventional jumbo loan, MsN [redacted] told me that I had to get all the necessary paperwork in "immediately" to "lock-in" a rate of 3.875%, which I did? She also said there would not be any appraisal fee? Again, if MsN [redacted] told Goldwater Bank anything other than that, she is simply misrepresenting the truth or outright lying? It is completely transparent to me that MsN [redacted] is misrepresenting what happened with Goldwater Bank just as she misrepresented to me my loan option? ? Please see attached document where MsN [redacted] confirms in writing on March 1, that I will not be charged an appraisal fee? Again, it was established during our very first phone conversation on February 23, that I would be applying for a conventional jumbo loan? If MsN [redacted] and Goldwater Bank are claiming that the reason I would have had to pay for an appraisal is because the loan went from HARP to conventional jumbo and she knew that on February 23rd, why did she state, again, on March 1st, that there wouldn't be an appraisal fee? ? ? This is not my first property, nor is it my first refi? MsN [redacted] should have known right out of the gate what the loan options were and I suspect she did, but chose to misrepresent? After all, she is an experienced broker, right? ? Goldwater Bank is saying that "this rate was not offered with the lender" so my question is why did MsN [redacted] quote that rate if in fact it wasn't even being offered with that lender and why was 3.875% on the application? ? Goldwater Bank is saying that because this was a "brokered file" and the rate "could not be locked until it met with investors policies..." why did MsN [redacted] tell me on February 23, that I had to get my paperwork in "immediately" to "lock-in" the rate of 3.875%? None of anything Goldwater Bank is saying makes sense and the reason it doesn't make sense is because it's a bunch of lies and they are trying to protect their reputation? ? Regards, [redacted] ?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint While it is true that MsN [redacted] and I originally discussed a HARP loan, it was determined within the first couple minutes of our first phone conversation that I was not eligible for a HARP loan Right out of the gate, it was determined that I would be applying for a conventional jumbo loan If MsN [redacted] told Goldwater Bank anything other than that, she is simply misrepresenting the truth or outright lying After determining I would be applying for a conventional jumbo loan, MsN [redacted] told me that I had to get all the necessary paperwork in "immediately" to "lock-in" a rate of 3.875%, which I did She also said there would not be any appraisal fee Again, if MsN [redacted] told Goldwater Bank anything other than that, she is simply misrepresenting the truth or outright lying It is completely transparent to me that MsN [redacted] is misrepresenting what happened with Goldwater Bank just as she misrepresented to me my loan option Please see attached document where MsN [redacted] confirms in writing on March 1, that I will not be charged an appraisal fee Again, it was established during our very first phone conversation on February 23, that I would be applying for a conventional jumbo loan If MsN [redacted] and Goldwater Bank are claiming that the reason I would have had to pay for an appraisal is because the loan went from HARP to conventional jumbo and she knew that on February 23rd, why did she state, again, on March 1st, that there wouldn't be an appraisal fee? This is not my first property, nor is it my first refi MsN [redacted] should have known right out of the gate what the loan options were and I suspect she did, but chose to misrepresent After all, she is an experienced broker, right? Goldwater Bank is saying that "this rate was not offered with the lender" so my question is why did MsN [redacted] quote that rate if in fact it wasn't even being offered with that lender and why was 3.875% on the application? Goldwater Bank is saying that because this was a "brokered file" and the rate "could not be locked until it met with investors policies..." why did MsN [redacted] tell me on February 23, that I had to get my paperwork in "immediately" to "lock-in" the rate of 3.875% None of anything Goldwater Bank is saying makes sense and the reason it doesn't make sense is because it's a bunch of lies and they are trying to protect their reputation Regards, [redacted]

GOLDWATER BANK Re: File #*** Dear Ms***: Goldwater Bank, N.A., - Mortgage Division (Goldwater) is in receipt of your complaint filed with the Revdex.com of Ohio on May 5, related to origination activities conducted by this company. The complaint alleges a
misrepresentation of the interest rate and the appraisal fee related to your application. Our investigation revealed that you did in fact originally discuss a HARP loan that would not require an appraisal and then at some point very early in the process, you were advised that you would not be eligible for a HARP loan, but we could proceed with a Conventional Jumbo loanIn reviewing the file, you were sent a Loan Estimate dated 2/28/that reflected your rate at 3.875% and was not locked and the Interest Rate Lock/Float Agreement that you were sent simultaneously also did not reflect a lock date or expiration date (copies enclosed)It appears that Goldwater was unaware and upon your return of the Interest Rate Lock/Float Agreement you signed on 3/2/2017, you put your initials under "Lock" and not "Float". We acknowledge that throughout your discussions, you clearly indicated that you wanted a 3.875% interest rate and it was also the goal of your Loan Originator, Gabriela N***, to obtain that rate; however, your file was a brokered file and it could not be locked until it met the investors policies, procedures and guidelines for doing soThe fact that it was brokered was also reflected on the Loan Estimate that shows the lender as *** *** *** ***and the Addendum that shows Goldwater Bank as the Mortgage Broker. Unfortunately, this rate was not offered with the lender to whom your loan was brokered nor are we able to originate the loan internally or with any of our other lenders due to underwriting constraintsWe vigorously attempted to obtain pricing from that lender as you requested; however, we have been unsuccessful in those attemptsAgain, we apologize as this does appear to be an isolated incidentThis matter will be addressed internally as this is not our practice. We also acknowledge that you were told there would not be an appraisal fee which is would be typical of a HARP loan; however, once your loan became a conventional jumbo product, we should have notified you that an appraisal would in fact be required. Goldwater Bank takes all complaints of this nature very seriously and we apologize that this was not communicated earlier In the process and for any inconvenience this has caused youShould you have any questions on this matter, feel free to contact me at ***. Sincerely, Sharon L***SrRisk Manager, VP sl/tsa Encl. *** *** *** *** *** * *** *** * *** ** *** *** *** ** ***

Revdex.com:? I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? ? While it is true that MsN*** and I originally discussed a HARP loan, it was determined within the first couple minutes of our first phone conversation that I was not eligible for a HARP loan? Right out of the gate, it was determined that I would be applying for a conventional jumbo loan? If MsN*** told Goldwater Bank anything other than that, she is simply misrepresenting the truth or outright lying? After determining I would be applying for a conventional jumbo loan, MsN*** told me that I had to get all the necessary paperwork in "immediately" to "lock-in" a rate of 3.875%, which I did? She also said there would not be any appraisal fee? Again, if MsN*** told Goldwater Bank anything other than that, she is simply misrepresenting the truth or outright lying? It is completely transparent to me that MsN*** is misrepresenting what happened with Goldwater Bank just as she misrepresented to me my loan option? ? Please see attached document where MsN*** confirms in writing on March 1, that I will not be charged an appraisal fee? Again, it was established during our very first phone conversation on February 23, that I would be applying for a conventional jumbo loan? If MsN*** and Goldwater Bank are claiming that the reason I would have had to pay for an appraisal is because the loan went from HARP to conventional jumbo and she knew that on February 23rd, why did she state, again, on March 1st, that there wouldn't be an appraisal fee? ? ? This is not my first property, nor is it my first refi? MsN*** should have known right out of the gate what the loan options were and I suspect she did, but chose to misrepresent? After all, she is an experienced broker, right? ? Goldwater Bank is saying that "this rate was not offered with the lender" so my question is why did MsN*** quote that rate if in fact it wasn't even being offered with that lender and why was 3.875% on the application? ? Goldwater Bank is saying that because this was a "brokered file" and the rate "could not be locked until it met with investors policies..." why did MsN*** tell me on February 23, that I had to get my paperwork in "immediately" to "lock-in" the rate of 3.875%? None of anything Goldwater Bank is saying makes sense and the reason it doesn't make sense is because it's a bunch of lies and they are trying to protect their reputation? ? Regards,
*** ***?

(The following was copy/paste by Revdex.com staff - [redacted]November 7, 2017via encrypted email: [redacted]?
[redacted]Re: Revdex.com Complaint ID [redacted] File #[redacted]Dear [redacted] and [redacted] Gordon:Goldwater Bank, N.A., - Mortgage Division
(Goldwater) received your complaint to the Revdex.com on November 5, 2017, related to origination activities.Your complaint indicates that you were contacted by Goldwater Bank’s Mortgage Division regarding? refinancing your mortgage loanYour complaint states that you previously attempted to refinance? multiple times and there were no comparable properties for the appraisal processIn discussing this file? with our staff in the Loan Production office, there seems to be conflicting information of these discussions.? Goldwater doesn’t guarantee the substance of any appraisal, as we do not perform appraisals rather rely? on them for the loan transaction process.Goldwater Bank N.AMortgage Division did not collect the payment for the appraisal directly from you,? as you paid the Appraisal Management Company for services renderedThe appraisal is an applicant cost.? Although we may not agree with the history surrounding this complaint, to bring this to a resolution,? Goldwater Bank will reimburse you the requested amount of $related to the appraisal cost.? Goldwater Bank takes all complaints of this nature very seriously and strives to satisfy all our customers.Should you have any questions on this matter, feel free to contact me at [redacted] or Ilya P[redacted] at? [redacted].Sincerely,Sharon L[redacted]SrRisk Manager, VPIlya P[redacted]Regional ManagerEncl.c: Revdex.com, [redacted]

GOLDWATER BANK Re: File #[redacted] Dear Ms. [redacted]: Goldwater Bank, N.A., - Mortgage Division (Goldwater) is in receipt of your complaint filed with the Revdex.com of Ohio on May 5, 2017 related to origination activities conducted by this company. The complaint alleges a...

misrepresentation of the interest rate and the appraisal fee related to your application. Our investigation revealed that you did in fact originally discuss a HARP loan that would not require an appraisal and then at some point very early in the process, you were advised that you would not be eligible for a HARP loan, but we could proceed with a Conventional Jumbo loan. In reviewing the file, you were sent a Loan Estimate dated 2/28/2017 that reflected your rate at 3.875% and was not locked and the Interest Rate Lock/Float Agreement that you were sent simultaneously also did not reflect a lock date or expiration date (copies enclosed). It appears that Goldwater was unaware and upon your return of the Interest Rate Lock/Float Agreement you signed on 3/2/2017, you put your initials under "Lock" and not "Float". We acknowledge that throughout your discussions, you clearly indicated that you wanted a 3.875% interest rate and it was also the goal of your Loan Originator, Gabriela N[redacted], to obtain that rate; however, your file was a brokered file and it could not be locked until it met the investors policies, procedures and guidelines for doing so. The fact that it was brokered was also reflected on the Loan Estimate that shows the lender as [redacted]. and the Addendum that shows Goldwater Bank as the Mortgage Broker. Unfortunately, this rate was not offered with the lender to whom your loan was brokered nor are we able to originate the loan internally or with any of our other lenders due to underwriting constraints. We vigorously attempted to obtain pricing from that lender as you requested; however, we have been unsuccessful in those attempts. Again, we apologize as this does appear to be an isolated incident. This matter will be addressed internally as this is not our normal practice. We also acknowledge that you were told there would not be an appraisal fee which is would be typical of a HARP loan; however, once your loan became a conventional jumbo product, we should have notified you that an appraisal would in fact be required. Goldwater Bank takes all complaints of this nature very seriously and we apologize that this was not communicated earlier In the process and for any inconvenience this has caused you. Should you have any questions on this matter, feel free to contact me at [redacted]. Sincerely, Sharon L[redacted]Sr. Risk Manager, VP sl/tsa Encl. [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   While it is true that Ms. N[redacted] and I originally discussed a HARP loan, it was determined within the first couple minutes of our first phone conversation that I was not eligible for a HARP loan.  Right out of the gate, it was determined that I would be applying for a conventional jumbo loan.  If Ms. N[redacted] told Goldwater Bank anything other than that, she is simply misrepresenting the truth or outright lying.  After determining I would be applying for a conventional jumbo loan, Ms. N[redacted] told me that I had to get all the necessary paperwork in "immediately" to "lock-in" a rate of 3.875%, which I did.  She also said there would not be any appraisal fee.  Again, if Ms. N[redacted] told Goldwater Bank anything other than that, she is simply misrepresenting the truth or outright lying.  It is completely transparent to me that Ms. N[redacted] is misrepresenting what happened with Goldwater Bank just as she misrepresented to me my loan option.   Please see attached document where Ms. N[redacted] confirms in writing on March 1, 2017 that I will not be charged an appraisal fee.  Again, it was established during our very first phone conversation on February 23, 2017 that I would be applying for a conventional jumbo loan.  If Ms. N[redacted] and Goldwater Bank are claiming that the reason I would have had to pay for an appraisal is because the loan went from HARP to conventional jumbo and she knew that on February 23rd, why did she state, again, on March 1st, that there wouldn't be an appraisal fee?   This is not my first property, nor is it my first refi.  Ms. N[redacted] should have known right out of the gate what the loan options were and I suspect she did, but chose to misrepresent.  After all, she is an experienced broker, right?  Goldwater Bank is saying that "this rate was not offered with the lender" so my question is why did Ms. N[redacted] quote that rate if in fact it wasn't even being offered with that lender and why was 3.875% on the application?  Goldwater Bank is saying that because this was a "brokered file" and the rate "could not be locked until it met with investors policies..." why did Ms. N[redacted] tell me on February 23, 2017 that I had to get my paperwork in "immediately" to "lock-in" the rate of 3.875%.  None of anything Goldwater Bank is saying makes sense and the reason it doesn't make sense is because it's a bunch of lies and they are trying to protect their reputation.   Regards,
[redacted]

(The following was copy/paste by Revdex.com staff - [redacted]November 7, 2017via encrypted email: [redacted] 
[redacted]
[redacted]Re: Revdex.com Complaint ID [redacted] File #[redacted]Dear [redacted] and [redacted] Gordon:Goldwater Bank, N.A., - Mortgage Division...

(Goldwater) received your complaint to the Revdex.com on November 5, 2017, related to origination activities.Your complaint indicates that you were contacted by Goldwater Bank’s Mortgage Division regarding refinancing your mortgage loan. Your complaint states that you previously attempted to refinance multiple times and there were no comparable properties for the appraisal process. In discussing this file with our staff in the Loan Production office, there seems to be conflicting information of these discussions. Goldwater doesn’t guarantee the substance of any appraisal, as we do not perform appraisals rather rely on them for the loan transaction process.Goldwater Bank N.A. Mortgage Division did not collect the payment for the appraisal directly from you, as you paid the Appraisal Management Company for services rendered. The appraisal is an applicant cost. Although we may not agree with the history surrounding this complaint, to bring this to a resolution, Goldwater Bank will reimburse you the requested amount of $300.00 related to the appraisal cost. Goldwater Bank takes all complaints of this nature very seriously and strives to satisfy all our customers.Should you have any questions on this matter, feel free to contact me at [redacted] or Ilya P[redacted] at [redacted].Sincerely,Sharon L[redacted]Sr. Risk Manager, VPIlya P[redacted]Regional ManagerEncl.c: Revdex.com, [redacted]