Interactive Mortgage

Dear Revdex.com, Here is our response to the complaint filed by [redacted] *** Please let us know if any further action or response is suggested or necessary Thank youWe have made a sincere attempt to accommodate this client and walk her through paperwork and resolutions The staff at Interactive Mortgage has the highest concern for our customer’s experience and we also take our reputation seriously Senior management has exchanged emails with the borrower and the staff has had a conference call to review all paperwork with the client Issues brought up in this complaint are addressed and explained below We attempted to review this information with the borrower and will re-address formally in this rebuttal Client stated “My complaint is that Interactive over charge me for my refinance loan.”Response: After lender credits given on the clients file, the total non-reoccurring close costs for the borrower was $which was lower that the initially quoted cost of $ We tried to walk through the paperwork with the borrower in order to clearly show the final accounting, but she would not review the paperwork Client stated “My first complaint is that my interest went up from what was initially quoted, due to paperwork that was required that I had submitted already.”Response: The borrower did not disclose her student loan payments We introduced her to a student debt consolidation program and helped the borrower apply (and get approved.) This program brought her total student loan payments from $2,down to $per month The client’s loan processor came to work on a Sunday to accommodate the client and help her properly apply online for this payment reduction program (The borrower would not have been approved for the mortgage payment savings without this payment reduction.) Because this debt was not disclosed earlier in the transaction, we needed to wait for the new student debt program to get approved and we could not meet the initial rate lock date We made every attempt to deliver the best market rate that we had available for the client and we were equally disappointed that we needed to wait for the new student loan approval to close.(With proper information and cooperation from clients, Interactive Mortgage consistently honors quotes and rate locks.) Client stated “My main complaint is that my Liberty mutual was added into the at first at @ months.”Response: For the loan’s purposes, we used the policy premium directly from the borrower’s insurance agent We use standard industry calculations for setting up the tax and insurance impound account that the borrower requested There was an “aggregate adjustment” made that credited the borrower money through closing which reduced the amount collected upfront We attempted to show and explain the method used to set up her impound account and the credit that was applied The client refused to review this information with us on our conference call Through the borrower’s monthly mortgage payments, we are collecting $in order to pay her insurance premium for next year.Her current insurance premium was due at closing and needed to be paid which her previous lender had not yet paid Since the borrower’s refinance has been completed, the previous lender has returned any escrow account monies that they held on behalf of the borrower The borrower stated on the conference call that she received a check for “around $2,to $2,400” from the previous lender Client stated “I also received at Letter from [redacted] Escrow stating that I was being charged after singing closing documents $for Title, Recording Charges of $78.00, Escrow charges to [redacted] $ Expenses for outside Services $37.50, New loan Charges $Interest at $per day ”Response: All non-recurring closing cost were paid by us, the lender, and shows as a credit on all final documents Again, the borrower refused to review the final paperwork with us in order to allow us to show her that she did not pay for these fees The same fee structure and credit was presented to the borrower prior to closing through federally required disclosures These disclosures were reviewed and signed by the borrower prior to loan signing (Interactive Mortgage actually gave the borrower additional credit at the close of escrow to help her avoid the shortage that was needed to close her transaction.) Client indicates that the loan amounts were incorrect.Response: We used the exact payoff provided by the previous lender During a refinance, all fees including interest due are reflected on the previous lender’s pay-off statement We tried to explain and review this statement with the borrower but she would not acknowledge the accounting provided on the pay-off statement.Additionally, the borrower skipped two mortgage payments due to the refinance transaction Even though she is formally skipping mortgage payments, outstanding loans are still in place and interest is due that is traditionally paid through closing or included in the new loan amount This was explained to the clientWe have tried everything within our power to explain and reason with the client We worked with the borrower to overcome qualifying issues and have credited her account amounts that are beyond are standard offerings.Communication after closing the borrower’s file has been difficult but we have tried to explain and resolve any and all issues We felt that we have been generous and patientWe have offered to meet with the borrower or reschedule another call with the client, but the borrower does not want to speak until after she returns from an upcoming vacation She will not commit to a date to speak any further at this timeWe have the highest concern for our borrower’s financing experience Transparency and honest are an important part of our business model If anybody reading this review has any concerns or questions about doing business with Interactive Mortgage, please give our executive staff a call at ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
There are numerous discrepancies please see that attachment This company and there affliates are operating through fraudI would like this company investigated I answer each response in the attachment included I was unable to paste in this area
Regards,
*** ***

Dear Revdex.com, Here is our response to the complaint filed by [redacted].  Please let us know if any further action or response is suggested or necessary.  Thank you. We have made a sincere attempt to accommodate this client and walk her through paperwork and resolutions.  The...

staff at Interactive Mortgage has the highest concern for our customer’s experience and we also take our reputation seriously.  Senior management has exchanged emails with the borrower and the staff has had a conference call to review all paperwork with the client.  Issues brought up in this complaint are addressed and explained below.  We attempted to review this information with the borrower and will re-address formally in this rebuttal.1.       Client stated “My complaint is that Interactive over charge me for my refinance loan.”Response:  After lender credits given on the clients file, the total non-reoccurring close costs for the borrower was $312 which was lower that the initially quoted cost of $495.  We tried to walk through the paperwork with the borrower in order to clearly show the final accounting, but she would not review the paperwork. 2.       Client stated “My first complaint is that my interest went up from what was initially quoted, due to paperwork that was required that I had submitted already.”Response:  The borrower did not disclose her student loan payments.  We introduced her to a student debt consolidation program and helped the borrower apply (and get approved.)   This program brought her total student loan payments from $2,550 down to $687 per month.  The client’s loan processor came to work on a Sunday to accommodate the client and help her properly apply online for this payment reduction program.  (The borrower would not have been approved for the mortgage payment savings without this payment reduction.)  Because this debt was not disclosed earlier in the transaction, we needed to wait for the new student debt program to get approved and we could not meet the initial rate lock date.  We made every attempt to deliver the best market rate that we had available for the client and we were equally disappointed that we needed to wait for the new student loan approval to close.(With proper information and cooperation from clients, Interactive Mortgage consistently honors quotes and rate locks.) 3.       Client stated “My main complaint is that my Liberty mutual was added into the at first at 56.17 @ 13 months.”Response:  For the loan’s purposes, we used the policy premium directly from the borrower’s insurance agent.  We use standard industry calculations for setting up the tax and insurance impound account that the borrower requested.  There was an “aggregate adjustment” made that credited the borrower money through closing which reduced the amount collected upfront.  We attempted to show and explain the method used to set up her impound account and the credit that was applied.  The client refused to review this information with us on our conference call.  Through the borrower’s monthly mortgage payments, we are collecting $56.17 in order to pay her insurance premium for next year.Her current insurance premium was due at closing and needed to be paid which her previous lender had not yet paid.  Since the borrower’s refinance has been completed, the previous lender has returned any escrow account monies that they held on behalf of the borrower.  The borrower stated on the conference call that she received a check for “around $2,200 to $2,400” from the previous lender.   4.       Client stated “I also received at Letter from [redacted] Escrow stating that I was being charged after singing closing documents $300.00 for Title, Recording Charges of $78.00, Escrow charges to [redacted] $375.  Expenses for outside Services $37.50, New loan Charges $460.44 Interest at $25.5800 per day…”Response:  All non-recurring closing cost were paid by us, the lender, and shows as a credit on all final documents.  Again, the borrower refused to review the final paperwork with us in order to allow us to show her that she did not pay for these fees.  The same fee structure and credit was presented to the borrower prior to closing through federally required disclosures.  These disclosures were reviewed and signed by the borrower prior to loan signing.  (Interactive Mortgage actually gave the borrower additional credit at the close of escrow to help her avoid the shortage that was needed to close her transaction.) 5.       Client indicates that the loan amounts were incorrect.Response:  We used the exact payoff provided by the previous lender.  During a refinance, all fees including interest due are reflected on the previous lender’s pay-off statement.  We tried to explain and review this statement with the borrower but she would not acknowledge the accounting provided on the pay-off statement.Additionally, the borrower skipped two mortgage payments due to the refinance transaction.  Even though she is formally skipping mortgage payments, outstanding loans are still in place and interest is due that is traditionally paid through closing or included in the new loan amount.  This was explained to the client. We have tried everything within our power to explain and reason with the client.  We worked with the borrower to overcome qualifying issues and have credited her account amounts that are beyond are standard offerings.Communication after closing the borrower’s file has been difficult but we have tried to explain and resolve any and all issues.  We felt that we have been generous and patient. We have offered to meet with the borrower or reschedule another call with the client, but the borrower does not want to speak until after she returns from an upcoming vacation.  She will not commit to a date to speak any further at this time. We have the highest concern for our borrower’s financing experience.  Transparency and honest are an important part of our business model.  If anybody reading this review has any concerns or questions about doing business with Interactive Mortgage, please give our executive staff a call at ###-###-####.