Intelliloan

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We appreciate the opportunity to further evaluate this matter and to have an additional opportunity to clarify the situation, which we have also done during the loan process. On 8-15-2016, the borrowers applied for 30-year fixed rate refinance mortgage with us and the interest rate was locked for...

30 days at a rate of 3.375%.  This was a full documentation loan which required the verification of all items necessary to approve the loan.  We promptly sent out initial disclosures to the borrowers on the same day of application, 8-15-2016, with instructions to sign the disclosures and return the requested documentation without delay in order to process the loan. The prompt return of signed disclosures and documents was crucial in order to have enough time to process, underwrite, and fund the loan within the rate lock period.   On 8-22-2016 we had not received requested documentation from the borrower and we made another request to the borrowers.  On 8-23-2016, we received additional documentation but we still had insufficient documentation for a complete file. We made repeated attempts to obtain the missing documentation from the borrowers, including our requests on 9-8-2016, 9-10-2016, 9-19-2016, 9-22-2016, and 9-29-2016.  Unfortunately, because of the delay in receiving all the necessary documents, the borrowers’ original 30-day rate lock expired and interest rates had moved up from where they were when the borrowers originally locked in. We had not made any agreement with the borrowers to extend the lock period beyond the expiration date.  As the rate was floating, the rate was subject to change.   We regret that the borrowers did not have a satisfactory experience and did not close their loan before the lock expiration.   We will have our Sales Director reach out to the borrowers as a courtesy.

Intelliloan strives to provide
its customers with quality service and takes our customer service
seriously.  We regret to hear that the
customer did not have a good customer service experience.  It appears that the customer had been out of
the country making it difficult for us to...

obtain documents needed and that
there was a change of loan officer helping the customer.  We have informed the manager of the customer’s
complaint, and the manager will be reaching out to the customer.  We disagree with the customer’s claims of
misleading information or false promises.  We desire to provide the customer with satisfactory
customer service and we will reach out to the customer to resolve this matter.