Primary Residential Mortgage, Inc.

When application was submitted by *** *** in conjunction with yourself as co-borrower permission was granted to pull your credit with the initial application. Permission was granted 8/2/at 4:p.m(CST) The August inquiry cannot be removed. We will consider the matter closed

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

In regard to the complaint by Mr***:
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Mr*** contacted our office regarding a pre-approval for a home loan, he was asked for information as part of the pre-approval which is standard procedure. He did not bring in the requested information in a timely manner and upon receipt of the requested information it was discovered there were discrepancies in the original information given to Primary Residential Mortgage as part of the pre-approval process. The matter could not be resolved as the information finally received caused an FHA regulation default and he did not qualify at that particular time frame to purchase. He could at a later date purchase but not at this time. There is a time frame requirement for certain items on FHA and in this case it would have been a three yr time frame to overcome the problemThe $earnest monies check was never cashed by the seller (no real estate agent was involved). I called the seller and verified he had never cashed the check, Mr*** never had any loss of that $500.00.
$appraisal fee was also never cashed by Primary Residential Mortgage so again he was never at a loss for that monies
*** *** was not the Loan Officer on this applicant. That particular Loan Officer no longer works for Primary Residential MortgageI think Mr*** just wanted to use the system to vent and unfortunately he had caused the entire problem himself by not being forthright in telling the whole story about the events on his credit

The customer was given an inaccurate return date. She contacted us prior to contacting the Revdex.com and told her we would get them back to the store that day. We had the blinds sent back to the store for her to pion the day of her complaint and of course there was no charge

We take all complaints seriously and like to respond quickly to any concerns from any of our borrowers, however I am unable to respond to this complaint as it is being handled entirely by our legal department and all correspondence is to be handled directly with them to maintain confidentiality and
within the boundaries of defined by them. We are aware of the issues in this complaint and will notify our legal department this complaint has been filed with you. The borrower needs to work directly with the legal team as requested. Cinde L**Customer Relationship Managercl**@primeres.com

Dr*** and Revdex.com, Thank you for the opportunity to review your complaint. We take all complaints, concerns and compliments very seriously as we strive to provide top-notch customer service to all of out clients. After having this complaint researched this is our response and
timeline. 11/first payment was due to PRMI, then the loan transferred to SunTrust 12/1/17. Borrower made a $payment, with $to be applied to principal. 11/Borrower and SunTrust called our Servicing Deptstating there was a discrepancy with the principal mortgage balance. The transferred balance was not coinciding with the principal reduction. Customer Service was then instructed to forward the principal payment to be forwarded. 11/The principal payment was forwarded to SunTrust, however we failed to supply the tracking number to the borrower at that time. (This has been addressed). 11/Borrower again called our Customer Service department and our rep supplied the tracking number at that time. The Rep and Borrower had a conference call with SunTrust, they had not yet received payment at the time of the call. The payment was received 11/that same day. Dr*** concerns were that he would be missing out on saved interest because the funds were not transferred in a timely mannerInterest is accured monthly, and the payment was forwarded in the same monthSo there was no additional interest lost due to the service transfer to SunTrust. We sincerely apologize for not supplying the tracking number on the 22nd when payment was forwarded. This was a new Rep and she did not know how to look up the tracking information. This has since been addressed also. Payment was forwarded and received before first payment came due at SunTrust. We have taken the additional steps to address this with the Servicing Staff and provided the additional training as well as to offer our sincere apology for any delays along with the frustration of not knowing if the payment was forwarded and applied correctly. Thank you, Cinde L**Customer Relationship Managercl**@primeres.com800-255-ext

If borrower has been shopping around via the internet for a personal loan, mortgage loan or credit cards then a soft pull is done by several companies to make offers.  However unless borrower has direct contact with us through our own website or via phone or personal contact we would have no...

way of knowing someone's personal information to pull credit and we would not pay to pull credit randomly on people.   Please feel free to reach out to me personally, I am the National Customer Relationship Manager here at the Corporate office.  I can be reached at 800-255-2792 Ext. 1000115  or cl**@primeres.com Thank you Cinde L**

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

Complaint: [redacted]
I am rejecting this response because I requested to remove two unauthorized inquiries - pulled on 08/12/2016 and 10/19/2016 - from my credit report. Please ask them to remove 08/12/2016 inquiry too. Thanks!
Sincerely,
[redacted]

Thank you for the opportunity to review and respond to this complaint. Mr. [redacted] applied as a co-borrower with [redacted] and authorized [redacted] to access the credit.  At the time of the first pull it was discovered there were a few things needing to be addressed and was told we would try...

again in 60 days to see if those things had been addressed.  Because of the existence of a valid application for pre-qualification for a mortgage loan, we will not be able to remove the inquiries.  After 90 days they no longer affect the score unless new credit lines are opened.  If I can be of further assistance, please don't hesitate to reach out to me again.  Sincerely,  Cinde *. L**Customer Relationship Manager

To Whom It May Concern, I have responded to the borrower with the response outlined below.  I have done this in accordance thru the guidance of the Division Manager as well as company protocol. Borrower had signed the intent to proceed as well as the fee deposit agreement for the appraisal...

charges.  Because the borrower was not denied and went to another lender per his own decision, we will not refund the appraisal charge as a service was performed by a third party vendor.  We will forward the appraisal to the borrower today in case he has not received the copy.     Thank you for the opportunity to review your concerns.  Upon review of your file I see that at the time of obtaining your credit card information, a fee deposit agreement was issued for $650.00 to be used for your appraisal.  When you signed the Intent to Proceed on 9/27 the processor then moves the file forward and the appraisal was ordered in January.  Because you were not denied, and you decided to withdraw, the appraisal costs will not be refunded.  In most cases a link is forwarded to you from the appraisal company and you enter your credit card information at that time and must be paid by the borrower.    We apologize for any misunderstanding you had of the process, however Sam has no recollection of ever saying they would contact you prior to ordering any of the services necessary to move the loan forward.  We wish you well, with your new lender.    Sincerely,   Cinde * L**Customer Relationship Manager

Complaint: [redacted]
I am rejecting this response because: While we understand that your company closes 3,000 loans a month this is the biggest purchase of our lives. We would like to have the information being told to us by employees to be accurate and truthful. We come to you as experts in the loan industry and trust the information that we are given, whether it is in writing or verbally.For us it is about communication! We originally signed paperwork in September with our house planning to be completed in April we expected more communication during that time with the process of our loan as things moved forward. The cost estimate that we were given in early January shows the cost of the appraisal being part of our closing costs. That was provided in writing and proved to be inaccurate. As soon as we saw the charge on the credit card, we called the agent and he was surprised that we were charged for the appraisal. After a brief conversation, he also told us it was "no big deal because it was less money that we had to bring to closing." It is a big deal to have our credit card charged when we were told something different several times (verbally and in writing). I understand that means less money to bring to closing and the numbers will all work out but that is not the point. We could no longer trust what we were being told and because of that we were forced to withdraw our loan from PRMI.
Sincerely,
[redacted]

Unless you have that promise in writing, our processors move the loans through the pipeline as necessary and do not always consult the loan originators every time services are ordered.  We close around 3000 loans per month and sometimes conversations get forgotten over several months.  The Loan Originator has more than one client at a time, that is why it is important to get any conversations regarding services of this nature in writing.