Mortgage Lenders of America, LLC

[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:
Hi I do have emails saying if this is a hard inquiry not to pull my reportI had sent the representative a screenshot, when they pulled my report my score dropped pointsAfter being in contact with the representative I feel they had no knowledge that this was a hard credit hit
Regards,
*** ***

February 29,
Revdex.com
Mr***
***
Re:? Complaint ID ***
Dear Mr
***:
Thank you for allowing us to
address your complaint of February 24, 2016.?
First, we apologize if there was misunderstanding related to
the
mortgage process and services that would be provided.? However, a review of the Loan Estimate given to
you on January 17, clearly lists an estimate for the cost for “Title ??"
Lenders Title Insurance”.?
You voiced concern about not
receiving a new Owners Title Policy as part of this transaction, but you are
still protected under the original owners policy obtained when you purchased
the property.? Basically when you
purchased the property, a search of records was conducted to verify that you
would be owner of clear title.? Anything
occurring or discovered after you received your owners title policy would be
covered by your insurance, whether you refinanced or not, until such time as
you no longer hold title to the property
We have contacted *** ***,
the settlement agent in your transaction regarding the undisclosed $wire
fee.? Since they did not make us or you
aware of the fee in advance, they have agreed to refund the charge.? So, if you chose to have funds wired, expect
to receive a $refund check directly from *** ***? ? ? ?
We trust your concerns have been
adequately addressed.? Thank you again
for the opportunity to respond

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Sorry is nice if I would think you meant it, which I don’tIt use to be that a mans word would even stand up in court as a binding contractNow a days a mans word is worthless especially in your businessYou don’t care about how your customers are treated all you care about is your name and the moneyIn my book I figure you’re going to keep your money so I can only think I should keep my opinion and share it with others that might potentially consider you’re name for doing business that name is MUDI’ll let people know how I was treated and not to trust your businessI hope it was worth all the negative publicity you will get
Regards,
*** ***

March 2,
Revdex.com
Mr[redacted]
Re: Complaint [redacted]
We are very sorry for your frustration and feeling that
communication between you and your loan officer was not clear during your loan
process.? The issue raised by you
regarding the settlement agent wire fee was something we were not aware of, and
has now been addressed.? We apologize for
your frustration related to the matter
Regarding the lenders title insurance situation,? attached is? a copy of a section of the Home Loan Tool Kit brochure given to you with your
early disclosures which clearly explains the purpose of both owners and lenders
title insurance.? Lenders title insurance
is a requirement of the secondary market, and again, was properly disclosed to
you in the written disclosures delivered on 1/17/
While we are sorry for the perceived lack of clear verbal communication
between you and your loan officer, accurate and timely written disclosures were
provided to you which are intended to assure borrowers have a clear understanding
of the mortgage process

I am rejecting this response because:
It is inaccurate and makes this issue sound like we had were at fault for the loan not closing on time.There were NO ISSUES with the property? We had questions about whether there would be issues? If the appraiser had been given the correct paperwork in a timely fashion, then those questions would have been resolved.As for the other issues that cannot be discussed due to "privacy laws," there were no other issues? Yes, we did have to provide additional documentation, however our loan officer was in the know of the situation ahead of time? ? The reality is that MLOA was behind and took longer than anticipated? We only agreed upon the final closing date because the one day earlier that was offered was not guaranteed and we did not want to take the time off of work if we were not sure of the outcome.Yes, our mortgage lender was in contact with us throughout, thankfully? However, we are the ones who initiated the contact with his supervisor due to our frustrations at not closing on timeAs consumers we are aware that he is not able to speed things up without help from his superiorsHis supervisors, however, did not make us feel as if they were concerned about our situation at all.Overall, we are accepting in the outcomeMLOA did attempt to make amends? However, we will not accept an inaccurate response to our complaint.?
Regards,
[redacted]

We are in the process of researching this complaint as the Loan Officer is no longer with the company.? We will reach out to the consumer to try and resolve his compliant? Thanks, ? [redacted]

[redacted], An internal investigation has been completedThe comments made by the individual involved have been addressed and a formal corrective action has been put in placeI do apologize for the actions of this individual

[redacted], An internal investigation has been completed. The comments made by the individual involved have been addressed and a formal corrective action has been put in place. I do apologize for the actions of this individual.

Mortgage Lenders of America's goal is to provide excellent customer service to all loan applicants.   We regret that Ms. [redacted] was not satisfied with the solutions offered to her by the Mortgage Loan Originator.   Federal Law and FHA regulations do not allow multiple appraisals to be...

done on the type of loan transaction Ms. [redacted] applied for.  Further, the appraisal was transferred to the new lender; therefore, she will be getting the benefit of the appraisal she has paid for.     Therefore, Mortgage Lenders of America will not refund the appraisal cost.  Mortgage Lenders of America ranks very high in customer satisfaction on Lending Tree.   MLOA originates loans in 34 states and have been operating for over 13 years.    FHA, VA, USDA and Conventional purchase money loans are our focus, delivered through the internet.  We appreciate the opportunity to respond to Ms [redacted]'s comments and sincerely wish she would have allowed us to complete the loan process.

Mr. [redacted], We have completed an internal review of your file and want you to know that we do take all customer concerns very seriously. The loan originator that ran the credit report is no longer employed with us. There were records of emails between you and the loan originator. Since we were not...

able to determine the authorization, we are reversing the credit report run and it will be removed from your credit report. I do apologize for any inconvenience that this caused.[redacted]

Ms. [redacted],We have completed an internal review of your file and want you to know that we do take all customer concerns very seriously.We will be reversing the credit report pull. After reviewing the original request you made to the loan originator, he should have followed your request to not have...

your credit pulled.   I do apologize for any inconvenience that this caused.

Response
–
 
We received the application for a home loan from
the...

buyers.  Due to unforeseen circumstances there were some challenges
with the property the borrowers selected.   Once those issues were addressed, there were other challenges in getting the loan completed; however, those issues cannot be discussed due to privacy laws.    The Loan Officer was in contact with the borrowers and the Loan Officer's supervisor was involved in the situation, also.     While the loan did not close on the original contract date, it did close on the alternate date that was agreed to by the borrowers.    It is the goal of all lenders at Mortgage Lenders of America, LLC to work with our Veteran borrowers to ensure a they receive the respect and service they have earned.    It is unfortunate the closing was delayed; however, the borrowers were able to close on their home and have indicated to the personnel of MLOA they are happy in their new home.

March 2, 2016
RevDex.com
Mr. [redacted]
Re: Complaint [redacted]
We are very sorry for your frustration and feeling that
communication between you and your loan officer was not clear during your loan
process.  The issue raised by you
regarding the settlement agent wire fee was something we were not aware of, and
has now been addressed.  We apologize for
your frustration related to the matter.
Regarding the lenders title insurance situation, attached is a copy of a section of the Home Loan Tool Kit brochure given to you with your
early disclosures which clearly explains the purpose of both owners and lenders
title insurance.  Lenders title insurance
is a requirement of the secondary market, and again, was properly disclosed to
you in the written disclosures delivered on 1/17/2016.
While we are sorry for the perceived lack of clear verbal communication
between you and your loan officer, accurate and timely written disclosures were
provided to you which are intended to assure borrowers have a clear understanding
of the mortgage process.

Nothing further can be stated without going into the confidential details of the loan file.  It is very unfortunate this situation occurred.  Please accept the apologies of Mortgage Lenders of America for your inconvenience.Shelley [redacted], VP of Compliance

I am rejecting this response because:As you claim that I was aware of the items required to close the loan is not true. It was NEVER discussed with me the three lines of open credit where needed. Not when I first got pre-approved, not through out the entire process.  Not before the appraisal was done.  This is a big oversight that Mr. [redacted] missed and is his mistake. I gave him everything he asked for, and he should of known this rule before telling me I was all set.  You will not find in one communication where he told me this very important detail. 
Regards,
[redacted]

Mr. [redacted] indicated he would retract his complaint after his loan closed with MLOA.   His loan closed in July, 2015.  The Loan Originators comments are noted in the attachment.  It is unfortunate that the borrower's closing was delayed; however, circumstances sometimes arise...

outside of of the lender's control that delay a closing.   It is the intent of Mortgage Lenders of America to close all loans on time.    We serve mostly first time homebuyers who may have few monetary resources after the closing of their home.  The transition must be efficient and seamless so these buyers are not inconvenienced.   We are sorry that Mr. [redacted] did not feel Mortgage Lenders of America provided these services.   FROM ATTACHMENT:Re: Revdex.com complaint-[redacted] We received the purchase contract on 6/23 and all disclosures and documents needed from the buyer were received on 6/25. I informed the buyer that a 7/20 closing date was “possible” if everything went absolutely perfect. Everything was on track to close by 7/20 but we had a delay with verifying assets and that slowed us down. I let Mr. [redacted] know in advance that 7/20 was not going to be possible and that we would get it done as soon as possible. We ended up closing on 7/30. James [redacted] NMLS# [redacted]