The borrower signed two legal form that clearly state that the Application Fee is Non-Refundable, if needed we can provide signed copies. We do authorized our licensed loan officers to authorize a credit for those fees once the loan closes. We can also provide you the Loan Estimate that...
clearly states this. The borrower choose, not us, to withdraw his application even though we could honor exactly what we quoted.However, Mr. [redacted] thought that amount could be refunded at any time. Once management was aware of the situation, we resolved the situation to Mr. [redacted]’s satisfaction immediately.
We strive to close customer mortgage loans quickly and to make the mortgage process as easy as possible. Though it took longer than hoped, we have now completed Mr. [redacted] refinance loan request. While the turn times were not ideal (resulting from changes of circumstance, multiple...
third-parties actions and inactions out of the control of the company), the company made every effort possible to provide the best mortgage customer service available. This included involving the executive vice president and the chief compliance officer in an attempt to resolve the dissatisfaction of Mr. [redacted]. Additional efforts included paying for a new appraisal on behalf of Mr. [redacted] and giving his file priority to ensure a more timely closing. We thank Mr. [redacted] for his patience in completing the loan. Our goal is 100% customer satisfaction, we take customer comments seriously, and we use those comments to make us a better company focusing on the customer and to avoid delays such as those that occurred processing this loan application.
I called and spoke to the Mrs. [redacted] and, prior to the company receiving notice of this issue, Mrs. [redacted] received the refund of her application fee and she is now satisfied with the outcome. This appears to be a miscommunication of the processing time as it only took a week and a half to...
complete Mrs. [redacted]'s request. NationsChoice Mortgage prides itself on its customer service and is always willing to go the extra mile to satisfy our customers. Unfortunately, sometimes information is intercommunicated or misunderstood and issues such as this occurs. We recommend that any questions or concerns be directed to a company contact, to [email protected], or its Chief Compliance officer at 480-222-1032 for timely resolution.
First, the complaint is moot, premature, and should beremoved from our complaints against us. As once management was informed of [redacted] request, we immediatelyoffer her 3.875% 30 fixed no cost loan. This offer is .125% better than other Company. We have already sent her...
theapplication. Just like every otherBorrower who comes to us, we will beat any legitimate Good Faith Estimate aslong as they adhere to our guarantee policy. Though [redacted] didn’t qualify for our guaranteepolicy but we beat our competitor anyway. As for [redacted] she states in her complaint thatshe stated terms “that to me says…” and “I assume”, which are both opinions andnot fact of our Guarantee Policy. Ourpolicy link is below. The lender alsoprovided a WORSE priced loan than the terms [redacted] closed at. The UNLOCKED Good Faith Estimate that [redacted] sent the company states that the credit should be $6,646.25. However, the closing lenders credit atclosing was $5,062.50. [redacted] thengoes on the state the Lender gave her a check for $1,502 after closing which isin violation of [redacted] and [redacted] policy. Also, the statement provided by the borrowerreflects payment of fees outside of closing not reflected on the [redacted]-1, thislikely is a violation of [redacted] that could open up the rescission period andsubject [redacted] Mortgage to fines and civil liability. NationsChoice Mortgage does not and will notpractice such non-compliant loans. So, we are asking Revdex.com to remove this inaccuratecomplaint. As we have abided by ourGuarantee policy which clearly states we have 72 hours to reply, even though wedidn’t have to. [redacted] presented usthe closed [redacted] on August 19th and we sent application at an .125% lower onAugust 21st. The company took no improper action, but in the spiritof customer service and despite the time lost responding to a complaint that ispre-mature, the company will continue to strive for 100% satisfaction. Here is the link to the guarantee:[redacted]
Dear Revdex.com,Thank you for bringing this to our attention. We strive for 100% customer satisfaction, take customer comments seriously, and use those comments to make us a better company focusing on the customer.This complaint resulted from a misunderstanding, a wrong phone number, and improper...
communication on the company’s part. Since the complaint, the company was able to reach Mr. [redacted] at his correct phone number and is moving forward with the loan process. The customer is aware of the company’s mistaken use of the wrong phone number, apologies for the confusion have been provided, and the company intends to close the requested mortgage loan in a timely matter and to provide exceptional customer service throughout the process. As a background, the customer completed a loan application on December 12, 2014. Later that day, the application was sent to the customer for signature. The customer provided the signatures needed and sent the company an email asking for a phone call. From the date of the application until the date of the December 22nd complaint, the customer’s loan officer made numerous phone calls to the customer. Unbeknownst to the loan officer or the company, the initial numbers provided were incorrect and the customer was not receiving the voice mail messages.After receiving this complaint and verifying the correct phone number, we are happy to report that the customer’s mortgage loan application is moving forward and is expected to close in a timely manner. I have provided the customer my direct phone number for any questions or concerns and will supervise the loan process moving forward to ensure timely and proper completion of the loan application. Sincerely, [redacted]Corporate Counsel
In regards to Mr. [redacted]’s complaint, we anticipate that his loan will be closing within the next two weeks at the terms requested. The process has taken longer than expected as we have had issue gathering the necessary information from third-parties who have been unwilling to respond timely to our requests. We are moving forward and intend to close the loan ASAP. Thank you Yours Very Truly,Rich E[redacted]
The borrower signed two legal form that clearly state that the Application Fee is Non-Refundable, if needed we can provide signed copies. We do authorized our licensed loan officers to authorize a credit for those fees once the loan closes. We can also provide you the Loan Estimate that...
clearly states this. The borrower choose, not us, to withdraw his application even though we could honor exactly what we quoted.However, Mr. [redacted] thought that amount could be refunded at any time. Once management was aware of the situation, we resolved the situation to Mr. [redacted]’s satisfaction immediately.
We strive to close customer mortgage loans quickly and to make the mortgage process as easy as possible. Though it took longer than hoped, we have now completed Mr. [redacted] refinance loan request. While the turn times were not ideal (resulting from changes of circumstance, multiple...
third-parties actions and inactions out of the control of the company), the company made every effort possible to provide the best mortgage customer service available. This included involving the executive vice president and the chief compliance officer in an attempt to resolve the dissatisfaction of Mr. [redacted]. Additional efforts included paying for a new appraisal on behalf of Mr. [redacted] and giving his file priority to ensure a more timely closing. We thank Mr. [redacted] for his patience in completing the loan. Our goal is 100% customer satisfaction, we take customer comments seriously, and we use those comments to make us a better company focusing on the customer and to avoid delays such as those that occurred processing this loan application.
I called and spoke to the Mrs. [redacted] and, prior to the company receiving notice of this issue, Mrs. [redacted] received the refund of her application fee and she is now satisfied with the outcome. This appears to be a miscommunication of the processing time as it only took a week and a half to...
complete Mrs. [redacted]'s request. NationsChoice Mortgage prides itself on its customer service and is always willing to go the extra mile to satisfy our customers. Unfortunately, sometimes information is intercommunicated or misunderstood and issues such as this occurs. We recommend that any questions or concerns be directed to a company contact, to [email protected], or its Chief Compliance officer at 480-222-1032 for timely resolution.
First, the complaint is moot, premature, and should beremoved from our complaints against us. As once management was informed of [redacted] request, we immediatelyoffer her 3.875% 30 fixed no cost loan. This offer is .125% better than other Company. We have already sent her...
theapplication. Just like every otherBorrower who comes to us, we will beat any legitimate Good Faith Estimate aslong as they adhere to our guarantee policy. Though [redacted] didn’t qualify for our guaranteepolicy but we beat our competitor anyway. As for [redacted] she states in her complaint thatshe stated terms “that to me says…” and “I assume”, which are both opinions andnot fact of our Guarantee Policy. Ourpolicy link is below. The lender alsoprovided a WORSE priced loan than the terms [redacted] closed at. The UNLOCKED Good Faith Estimate that [redacted] sent the company states that the credit should be $6,646.25. However, the closing lenders credit atclosing was $5,062.50. [redacted] thengoes on the state the Lender gave her a check for $1,502 after closing which isin violation of [redacted] and [redacted] policy. Also, the statement provided by the borrowerreflects payment of fees outside of closing not reflected on the [redacted]-1, thislikely is a violation of [redacted] that could open up the rescission period andsubject [redacted] Mortgage to fines and civil liability. NationsChoice Mortgage does not and will notpractice such non-compliant loans. So, we are asking Revdex.com to remove this inaccuratecomplaint. As we have abided by ourGuarantee policy which clearly states we have 72 hours to reply, even though wedidn’t have to. [redacted] presented usthe closed [redacted] on August 19th and we sent application at an .125% lower onAugust 21st. The company took no improper action, but in the spiritof customer service and despite the time lost responding to a complaint that ispre-mature, the company will continue to strive for 100% satisfaction. Here is the link to the guarantee:[redacted]
Dear Revdex.com,Thank you for bringing this to our attention. We strive for 100% customer satisfaction, take customer comments seriously, and use those comments to make us a better company focusing on the customer.This complaint resulted from a misunderstanding, a wrong phone number, and improper...
communication on the company’s part. Since the complaint, the company was able to reach Mr. [redacted] at his correct phone number and is moving forward with the loan process. The customer is aware of the company’s mistaken use of the wrong phone number, apologies for the confusion have been provided, and the company intends to close the requested mortgage loan in a timely matter and to provide exceptional customer service throughout the process. As a background, the customer completed a loan application on December 12, 2014. Later that day, the application was sent to the customer for signature. The customer provided the signatures needed and sent the company an email asking for a phone call. From the date of the application until the date of the December 22nd complaint, the customer’s loan officer made numerous phone calls to the customer. Unbeknownst to the loan officer or the company, the initial numbers provided were incorrect and the customer was not receiving the voice mail messages.After receiving this complaint and verifying the correct phone number, we are happy to report that the customer’s mortgage loan application is moving forward and is expected to close in a timely manner. I have provided the customer my direct phone number for any questions or concerns and will supervise the loan process moving forward to ensure timely and proper completion of the loan application. Sincerely, [redacted]Corporate Counsel
In regards to Mr. [redacted]’s complaint, we anticipate that his loan will be closing within the next two weeks at the terms requested. The process has taken longer than expected as we have had issue gathering the necessary information from third-parties who have been unwilling to respond timely to our requests. We are moving forward and intend to close the loan ASAP. Thank you Yours Very Truly,Rich E[redacted]