Thank you for bringing this to our attentionWe take all feedback seriouslyThe compliance department has reviewed correspondence between the loan advisor and borrower It is our opinion that the loan advisor has been accommodating to all of Ms [redacted] requestRoyal United Mortgage has delivered the appraisal to Ms [redacted] with each request and has confirmation from a text by Ms [redacted] that she has received the appraisalRoyal United Mortgage will gladly send an additional copy if one is neededRest assured Ms [redacted] comments will be shared with our training department to help improve our customer service
The communication issues addressed in this complaint are being addressed with the parties involved in the transactionMore importantly we did contact [redacted] about the appraisal refund and were told that Check # [redacted] was paid the week prior to ChristmasUpon receipt and the timing of this complaint it became evident from the online records with [redacted] that there was no record of actual payment from their accounting departmentThey simply were obtaining payment approvalThis is likewise extremely frustrating to us as it is the borrower because we all expect that when people say they took action that we can count on the completion of such action to remedy customer satisfactionAs of this response we have demanded action for the refund from them and will continue to pursue the refund until such time the borrower has physical received itThe method of payment will be in the form of a check
We are deeply sorry that our first response did not satisfy all of your questionsWe emailed you another copy (sent 11/1/at 2:PM) of the appraisal that did take place on 6/18/The report was delivered on 7/20/and the loan was denied on 7/29/The compliance department inadvertently mistyped that your loan was denied in 6/Royal United Mortgage does believe that the loan advisor acted in the borrowers best interest However, when there is this much miscommunication on file Royal United Mortgage feels obligated to refund the appraisalRoyal United will be cutting a check for $dollars due to the miscommunication that you experiencedRegards,Eric W [redacted] NMLS #853566AVP of ComplianceRoyal United Mortgage LLC - NMLS Knue Rd., Suite 300Indianapolis, IN 46250317-664-7123[direct] www.royalunitedmortgage.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Royal's response does not meet my specific request of admission that the FTC Telemarketing Sales Rule CFR was violated:(c) Calling time restrictionsWithout the prior consent of a person, it is an abusive telemarketing act or practice and a violation of this Rule for a telemarketer to engage in outbound telephone calls to a person's residence at any time other than between 8:a.mand 9:p.mlocal time at the called person's location(attached file shows call made from (540) 705-coming in Monday, April 11, at 7:a.m.)Further, Royal claims they are not "telemarketing."(ff) Telemarketer means any person who, in connection with telemarketing, initiates or receives telephone calls to or from a customer or donor.(gg) Telemarketing means a plan, program, or campaign which is conducted to induce the purchase of goods or services or a charitable contribution, by use of one or more telephones and which involves more than one interstate telephone callThe term does not include the solicitation of sales through the mailing of a catalog which: contains a written description or illustration of the goods or services offered for sale; includes the business address of the seller; includes multiple pages of written material or illustrations; and has been issued not less frequently than once a year, when the person making the solicitation does not solicit customers by telephone but only receives calls initiated by customers in response to the catalog and during those calls takes orders only without further solicitationFor purposes of the previous sentence, the term “further solicitation” does not include providing the customer with information about, or attempting to sell, any other item included in the same catalog which prompted the customer's call or in a substantially similar catalog Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I do not want their bad appraisalI want my money back so that I can obtain a new, good, appraisal through a new lenderI went through [redacted] for my heloc and months prior to this bad appraisal,my home appraised for 31,moreThis appraiser is using an inferior comp in the part of the neighborhood which has no sidewalks even! I am not satisfied with the result and I want my money back! Regards, [redacted]
We take all feedback seriously, thank you for bringing this to our attentionPlease accept this as our formal responseIt is Royal United Mortgage’s opinion that the loan advisor acted in the best interest of the borrowerAfter reviewing the information Royal feels that there are many false claims to this complaint: the loan advisor didn’t screw up the appraisal, we transferred it from another company as they were dragging their feet with the borrower’s loan and the borrower wanted to switchRoyal United Mortgage could not use the appraisal because of the timing requirements of the bankruptcy didn’t satisfy Fannie Mae guidelines, the closing cost did not change from initial application to when the borrower withdrew from the loan, and the borrower is rolling in the borrowers escrows and FHA premium into his definition of closing costsRoyal receives the borrower’s credit scores directly from the credit bureausThe borrower thought [redacted] was a more reliable sourceRoyal did explain this to the borrower multiple timesWe regret that Mr***’s experience was negative and we are very sensitive to the impact of a first impressionRest assured his comments are shared internally and with our training department to help improve our company
Thank you for taking the time to express your concernsI appreciate your patience as we have been investigating the issues you have sharedWe do review a couple of data points when determining what estimated home value we put into our systemFirstly, we get some information that our clients put in onlineYour information came over from Lending Tree with a value of $150,You shared with us on the phone that you had some information showing the value at $148,You further explained that the value was supported by a new high school in the neighborhood giving us some confidence in the estimate you provided Because these two values were not materially different we went with the value you provided to Lending TreeWe rely on estimated values provided to us by the homeowners we do business with to determine initial eligibility and build the initial loan options for our clientsWe understand that our clients are not professional appraisers but they do represent the best source of information to determine a home’s value until an appraisal can be performedConsequently, we relied on a value of $150,to build your initial loan options based on the data you provided to us While I understand the appraisal may have appeared to be just a quick tour of your home with a few photos, please know that the home inspection portion of the appraisal is a very small part of what an appraisal entailsThe legwork comes in researching market trends and determining the best comparable sales to use among a great deal of other thingsThere are over pages in a typical appraisal containing a great deal of valuable information regarding the value and marketability of your home After doing the necessary research, the appraiser determined that your home’s value is $133,Regrettably, this value was substantially different that the value that you provided us which necessitated a restructure of your loanYour loan advisor, Tiffany, provided new loan structure options based on the new value immediately upon receiving the appraisal and did everything she could to provide a path forward Please recognize that throughout the entire process we have operated on good faith based on the information we had available to usWe endeavor to provide all of our clients the best possible options based on their goals and qualifications and your case was no exceptionThank you for sharing your feedback with us All the best,
Thank you for bringing this to our attentionWe take all feedback seriouslyIt is the compliance department’s opinion the loan adviser acted in the best interest of the borrowerMr [redacted] was provided both options and decided to go with an FHA loan due the cost of the conventional loan would have been twice as much as the FHA loan and Mr [redacted] didn’t meet all of the Fannie Mae Requirements for a conventional loanOur records also indicate that Mr [redacted] was informed several time of the appraisal charge, and was the one that schedule the appraisal with the appraiserRest assured Mr [redacted] comments will be shared with our training department to help improve our customer service
Thank you for your feedbackRoyal United takes all feedback seriouslyRoyal United Mortgage uses an independent 3rd party [redacted] (appraisal management company) that is HVCC certified on all appraisalsRoyal went to the independent [redacted] and even provided two new comparables and the previous appraisal for a value reconsiderationUnfortunately the [redacted] determined that their comparables were more accurate and there was no change in valueRoyal was unable to reconstruct the loan in a way that would make the loan worth it to the borrowerWe deeply apologize of the outcome of the appraisal and will be happy to transfer the appraisal to another lender
Thank you for the feedback, we take all feedback seriouslyThe loan advisor that was initially on your account is no longer with our companyHowever, through notes with our appraisal management company it appears that the borrower cancelled the appraisal and asked to withdraw from the loan If there was any miscommunication between the loan advisor and borrower Royal United Mortgage greatly apologizes and would love to continue the process with Miss [redacted] Please contact our portal on our website and a licensed loan advisor will respond quickly
We take all feedback seriously, thank you for bringing this to our attentionPlease accept this as our formal responseBased on this feedback, we went back and listened to recorded conversations between Mr [redacted] and his loan advisorAfter listening to these calls Royal feels that the claim that the borrower was coerced into paying $for an appraisal is falseIf Mr [redacted] did not feel comfortable paying the $for the appraisal, he could have stopped the loan process at that timeRoyal uses an independent party to conduct appraisalsBecause of this, we ourselves have no control over the information that is included on the appraisalWe encourage that Mr [redacted] contact the 3rd party directlyWe regret that Mr [redacted] ’s experience was negative and for any inconvenience that occurred regarding his insurance policyWe have removed all contact information for Mr [redacted] so he will not be receiving any additional phone calls from us
We take all feedback seriously, thank you for bringing this issue to our attentionThe compliance department devoted many hours and carefully listened to the correspondence between the loan advisor and theborrowerIn the end it is the compliance department’s opinion the borrower misunderstood the importance of not divulging the other mortgages that were not listed on the borrower’s credit reportRoyal United Mortgage does a detail review of every loan before the appraisal is orderedOn this loan the borrower’s obligations were uncovered after the appraisal was performed and delivered to the borrowerIt is also the opinion of the compliance department the loan advisor acted in the best interest of the clientDue to the Revdex.com being a public forum we are unable to upload any loan documentation or credit reportsHad the findings shown a different result, a different action would have been taken by Royal United MortgageRest assured her comments are shared internally and with our training department to help improve our company
We take all feedback seriously, thank you for bringing this to our attentionPlease accept this email as a formal response to the complaintBased upon this feedback we listened to all correspondence between Royal United Mortgage and *** ***It is the compliance department’s opinion that
the loan advisor acted in the best interest of the callerThe loan advisor asked if we could verify the information to ensure it was a wrong number or a family member/friend inputted the information on their behalfWe have removed all contact information to *** ***Many companies attempt to reach *** *** inquiries simultaneously and unfortunately this can lead to multiple calls in a short time frameWe regret that *** *** experience was negative and we are very sensitive to the impact of a first impression Rest assured her comments are shared internally and with our training department to help improve our company
Thank you for bringing this to our attentionWe take all feedback seriouslyRoyal United Mortgage acted quickly and proactively by listening to all correspondence between the loan advisor and Mrs*** as well as reviewing all documentation that was exchangedOur Compliance
department found that while there were unavoidable closing delays due to weather, the loan advisor acted professionally and in the best interest of the borrowerOur Good Faith Estimates are representative of actual costs and provided to allow thecustomer to shop within the market for the best financing optionsAfter reviewing the initial Good Faith Estimate and Closing Good Faith Estimate, Mrs. ***’s closing costs decreased by 19.75%Furthermore, a call was made to USAA where we were assured that they had received the check for her Home Owners Insurance and there was no outstanding balance on her accountDue to the public nature of the Revdex.com website, we are unable to provide loan specific documentationMrs***’s feedback will be shared internally with our training department to help improve our customer service
We take all feedback seriously, thank you for bringing this to our attentionThis loan was denied back in 6/Royal United Mortgage does have a standard operating procedure that includes pulling credit at the beginning of the process (after consent) to ensure the borrower would qualifyThe
borrower did have disputes on his credit report and after the disputes were removed the score decreased passed the minimal threshold for the program the borrower wantedAfter Royal United Mortgage found out about the score dropping the appraisal was already completedThe borrower did receive the appraisal; however, Royal would be happy to send it againRoyal United Mortgage is happy the borrower was able to find financing through another lender, and apologies we are held to certain guidelines We regret that the borrower's experience was negative and we are very sensitive to the impact of a first impressionRest assured his comments are shared internally and with our training department to help improve our company
Thank you for the feedback we take all feedback seriouslyThe borrower misunderstood the importance of conveying that the IRS tax lien was currently suspended and under investigationRoyal United Mortgage does a very detail review of every loan before an appraisal is orderedRoyal's service and
education process illustrates that our loan advisors will touch base with our clients every hoursWe deeply regret the Ms***'s experience was negativeRoyal United Mortgage is tied to investors guidelines; however, if Ms*** can find a lender that does not adhere to Fannie Mae guidelines we will happily transfer the appraisal
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** I have not h*** anything from Royal United Mortgage, They have lied again.I want my money back. Thank You,*** ***
We take all feedback seriously, thank you for bringing this to our
attentionPlease accept this email as a formal response to the complaintRoyal United Mortgage does a very detail review of every file before our borrowers incur any expenseThis file past our initial review because the borrower claimed that the LLC owned the all of the rental propertiesHowever, since the income was going into the personal account; therefor, Royal United Mortgage was unable to exclude these liabilitiesWe have delivered the appraisal to Ms*** and will be happy to transfer the appraisal to any other mortgage companyWe regret that Ms*** experience was negative and we are very sensitive to the impact of a first impressionRest assured her comments are shared internally and with our training department to help improve our company
Thank you for bringing this to our attentionWe take all feedback seriouslyThe compliance department listened to all correspondence between the loan advisor and borrowerIt is our opinion that the loan advisor acted in the best interest of the borrowerAfter Ms*** signed the initial
application we were unable to get in touch with herThe borrower never called Royal to inform us that she was no longer interested in our loan, or answer any of our phone calls to herDue to the lack of communication Royal United Mortgage already requested that our 3rd party appraisal management company (***) return the funds to the borrower before the complaint was submittedRoyal United Mortgage would never refuse to return the appraisal money if the appraisal never happenedSince the complaint was issued Ms*** has even sent the loan advisor an email requesting to work with us again
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** I have not heard anything from them, On Dec 29,Royal United Mortgage took off my mortgage company from my home owner's insurance I called and speak with my insurance company A mrB*** told my insurance company they where the 1st mortgage holder's I have the A copy of the change of insurance policyI want my money back I am going to report them to for changing my insurance policy when they were not my mortgage company or had no plans to help people
Thank you for bringing this to our attentionWe take all feedback seriouslyThe compliance department has reviewed correspondence between the loan advisor and borrower It is our opinion that the loan advisor has been accommodating to all of Ms [redacted] requestRoyal United Mortgage has delivered the appraisal to Ms [redacted] with each request and has confirmation from a text by Ms [redacted] that she has received the appraisalRoyal United Mortgage will gladly send an additional copy if one is neededRest assured Ms [redacted] comments will be shared with our training department to help improve our customer service
The communication issues addressed in this complaint are being addressed with the parties involved in the transactionMore importantly we did contact [redacted] about the appraisal refund and were told that Check # [redacted] was paid the week prior to ChristmasUpon receipt and the timing of this complaint it became evident from the online records with [redacted] that there was no record of actual payment from their accounting departmentThey simply were obtaining payment approvalThis is likewise extremely frustrating to us as it is the borrower because we all expect that when people say they took action that we can count on the completion of such action to remedy customer satisfactionAs of this response we have demanded action for the refund from them and will continue to pursue the refund until such time the borrower has physical received itThe method of payment will be in the form of a check
We are deeply sorry that our first response did not satisfy all of your questionsWe emailed you another copy (sent 11/1/at 2:PM) of the appraisal that did take place on 6/18/The report was delivered on 7/20/and the loan was denied on 7/29/The compliance department inadvertently mistyped that your loan was denied in 6/Royal United Mortgage does believe that the loan advisor acted in the borrowers best interest However, when there is this much miscommunication on file Royal United Mortgage feels obligated to refund the appraisalRoyal United will be cutting a check for $dollars due to the miscommunication that you experiencedRegards,Eric W [redacted] NMLS #853566AVP of ComplianceRoyal United Mortgage LLC - NMLS Knue Rd., Suite 300Indianapolis, IN 46250317-664-7123[direct] www.royalunitedmortgage.com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Royal's response does not meet my specific request of admission that the FTC Telemarketing Sales Rule CFR was violated:(c) Calling time restrictionsWithout the prior consent of a person, it is an abusive telemarketing act or practice and a violation of this Rule for a telemarketer to engage in outbound telephone calls to a person's residence at any time other than between 8:a.mand 9:p.mlocal time at the called person's location(attached file shows call made from (540) 705-coming in Monday, April 11, at 7:a.m.)Further, Royal claims they are not "telemarketing."(ff) Telemarketer means any person who, in connection with telemarketing, initiates or receives telephone calls to or from a customer or donor.(gg) Telemarketing means a plan, program, or campaign which is conducted to induce the purchase of goods or services or a charitable contribution, by use of one or more telephones and which involves more than one interstate telephone callThe term does not include the solicitation of sales through the mailing of a catalog which: contains a written description or illustration of the goods or services offered for sale; includes the business address of the seller; includes multiple pages of written material or illustrations; and has been issued not less frequently than once a year, when the person making the solicitation does not solicit customers by telephone but only receives calls initiated by customers in response to the catalog and during those calls takes orders only without further solicitationFor purposes of the previous sentence, the term “further solicitation” does not include providing the customer with information about, or attempting to sell, any other item included in the same catalog which prompted the customer's call or in a substantially similar catalog Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I do not want their bad appraisalI want my money back so that I can obtain a new, good, appraisal through a new lenderI went through [redacted] for my heloc and months prior to this bad appraisal,my home appraised for 31,moreThis appraiser is using an inferior comp in the part of the neighborhood which has no sidewalks even! I am not satisfied with the result and I want my money back! Regards, [redacted]
We take all feedback seriously, thank you for bringing this to our attentionPlease accept this as our formal responseIt is Royal United Mortgage’s opinion that the loan advisor acted in the best interest of the borrowerAfter reviewing the information Royal feels that there are many false claims to this complaint: the loan advisor didn’t screw up the appraisal, we transferred it from another company as they were dragging their feet with the borrower’s loan and the borrower wanted to switchRoyal United Mortgage could not use the appraisal because of the timing requirements of the bankruptcy didn’t satisfy Fannie Mae guidelines, the closing cost did not change from initial application to when the borrower withdrew from the loan, and the borrower is rolling in the borrowers escrows and FHA premium into his definition of closing costsRoyal receives the borrower’s credit scores directly from the credit bureausThe borrower thought [redacted] was a more reliable sourceRoyal did explain this to the borrower multiple timesWe regret that Mr***’s experience was negative and we are very sensitive to the impact of a first impressionRest assured his comments are shared internally and with our training department to help improve our company
Thank you for taking the time to express your concernsI appreciate your patience as we have been investigating the issues you have sharedWe do review a couple of data points when determining what estimated home value we put into our systemFirstly, we get some information that our clients put in onlineYour information came over from Lending Tree with a value of $150,You shared with us on the phone that you had some information showing the value at $148,You further explained that the value was supported by a new high school in the neighborhood giving us some confidence in the estimate you provided Because these two values were not materially different we went with the value you provided to Lending TreeWe rely on estimated values provided to us by the homeowners we do business with to determine initial eligibility and build the initial loan options for our clientsWe understand that our clients are not professional appraisers but they do represent the best source of information to determine a home’s value until an appraisal can be performedConsequently, we relied on a value of $150,to build your initial loan options based on the data you provided to us While I understand the appraisal may have appeared to be just a quick tour of your home with a few photos, please know that the home inspection portion of the appraisal is a very small part of what an appraisal entailsThe legwork comes in researching market trends and determining the best comparable sales to use among a great deal of other thingsThere are over pages in a typical appraisal containing a great deal of valuable information regarding the value and marketability of your home After doing the necessary research, the appraiser determined that your home’s value is $133,Regrettably, this value was substantially different that the value that you provided us which necessitated a restructure of your loanYour loan advisor, Tiffany, provided new loan structure options based on the new value immediately upon receiving the appraisal and did everything she could to provide a path forward Please recognize that throughout the entire process we have operated on good faith based on the information we had available to usWe endeavor to provide all of our clients the best possible options based on their goals and qualifications and your case was no exceptionThank you for sharing your feedback with us All the best,
Thank you for bringing this to our attentionWe take all feedback seriouslyIt is the compliance department’s opinion the loan adviser acted in the best interest of the borrowerMr [redacted] was provided both options and decided to go with an FHA loan due the cost of the conventional loan would have been twice as much as the FHA loan and Mr [redacted] didn’t meet all of the Fannie Mae Requirements for a conventional loanOur records also indicate that Mr [redacted] was informed several time of the appraisal charge, and was the one that schedule the appraisal with the appraiserRest assured Mr [redacted] comments will be shared with our training department to help improve our customer service
Thank you for your feedbackRoyal United takes all feedback seriouslyRoyal United Mortgage uses an independent 3rd party [redacted] (appraisal management company) that is HVCC certified on all appraisalsRoyal went to the independent [redacted] and even provided two new comparables and the previous appraisal for a value reconsiderationUnfortunately the [redacted] determined that their comparables were more accurate and there was no change in valueRoyal was unable to reconstruct the loan in a way that would make the loan worth it to the borrowerWe deeply apologize of the outcome of the appraisal and will be happy to transfer the appraisal to another lender
Thank you for the feedback, we take all feedback seriouslyThe loan advisor that was initially on your account is no longer with our companyHowever, through notes with our appraisal management company it appears that the borrower cancelled the appraisal and asked to withdraw from the loan If there was any miscommunication between the loan advisor and borrower Royal United Mortgage greatly apologizes and would love to continue the process with Miss [redacted] Please contact our portal on our website and a licensed loan advisor will respond quickly
We take all feedback seriously, thank you for bringing this to our attentionPlease accept this as our formal responseBased on this feedback, we went back and listened to recorded conversations between Mr [redacted] and his loan advisorAfter listening to these calls Royal feels that the claim that the borrower was coerced into paying $for an appraisal is falseIf Mr [redacted] did not feel comfortable paying the $for the appraisal, he could have stopped the loan process at that timeRoyal uses an independent party to conduct appraisalsBecause of this, we ourselves have no control over the information that is included on the appraisalWe encourage that Mr [redacted] contact the 3rd party directlyWe regret that Mr [redacted] ’s experience was negative and for any inconvenience that occurred regarding his insurance policyWe have removed all contact information for Mr [redacted] so he will not be receiving any additional phone calls from us
We take all feedback seriously, thank you for bringing this issue to our attentionThe compliance department devoted many hours and carefully listened to the correspondence between the loan advisor and theborrowerIn the end it is the compliance department’s opinion the borrower misunderstood the importance of not divulging the other mortgages that were not listed on the borrower’s credit reportRoyal United Mortgage does a detail review of every loan before the appraisal is orderedOn this loan the borrower’s obligations were uncovered after the appraisal was performed and delivered to the borrowerIt is also the opinion of the compliance department the loan advisor acted in the best interest of the clientDue to the Revdex.com being a public forum we are unable to upload any loan documentation or credit reportsHad the findings shown a different result, a different action would have been taken by Royal United MortgageRest assured her comments are shared internally and with our training department to help improve our company
We take all feedback seriously, thank you for bringing this to our attentionPlease accept this email as a formal response to the complaintBased upon this feedback we listened to all correspondence between Royal United Mortgage and *** ***It is the compliance department’s opinion that
the loan advisor acted in the best interest of the callerThe loan advisor asked if we could verify the information to ensure it was a wrong number or a family member/friend inputted the information on their behalfWe have removed all contact information to *** ***Many companies attempt to reach *** *** inquiries simultaneously and unfortunately this can lead to multiple calls in a short time frameWe regret that *** *** experience was negative and we are very sensitive to the impact of a first impression Rest assured her comments are shared internally and with our training department to help improve our company
Thank you for bringing this to our attentionWe take all feedback seriouslyRoyal United Mortgage acted quickly and proactively by listening to all correspondence between the loan advisor and Mrs*** as well as reviewing all documentation that was exchangedOur Compliance
department found that while there were unavoidable closing delays due to weather, the loan advisor acted professionally and in the best interest of the borrowerOur Good Faith Estimates are representative of actual costs and provided to allow thecustomer to shop within the market for the best financing optionsAfter reviewing the initial Good Faith Estimate and Closing Good Faith Estimate, Mrs. ***’s closing costs decreased by 19.75%Furthermore, a call was made to USAA where we were assured that they had received the check for her Home Owners Insurance and there was no outstanding balance on her accountDue to the public nature of the Revdex.com website, we are unable to provide loan specific documentationMrs***’s feedback will be shared internally with our training department to help improve our customer service
We take all feedback seriously, thank you for bringing this to our attentionThis loan was denied back in 6/Royal United Mortgage does have a standard operating procedure that includes pulling credit at the beginning of the process (after consent) to ensure the borrower would qualifyThe
borrower did have disputes on his credit report and after the disputes were removed the score decreased passed the minimal threshold for the program the borrower wantedAfter Royal United Mortgage found out about the score dropping the appraisal was already completedThe borrower did receive the appraisal; however, Royal would be happy to send it againRoyal United Mortgage is happy the borrower was able to find financing through another lender, and apologies we are held to certain guidelines We regret that the borrower's experience was negative and we are very sensitive to the impact of a first impressionRest assured his comments are shared internally and with our training department to help improve our company
Thank you for the feedback we take all feedback seriouslyThe borrower misunderstood the importance of conveying that the IRS tax lien was currently suspended and under investigationRoyal United Mortgage does a very detail review of every loan before an appraisal is orderedRoyal's service and
education process illustrates that our loan advisors will touch base with our clients every hoursWe deeply regret the Ms***'s experience was negativeRoyal United Mortgage is tied to investors guidelines; however, if Ms*** can find a lender that does not adhere to Fannie Mae guidelines we will happily transfer the appraisal
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** I have not h*** anything from Royal United Mortgage, They have lied again.I want my money back. Thank You,*** ***
We take all feedback seriously, thank you for bringing this to our
attentionPlease accept this email as a formal response to the complaintRoyal United Mortgage does a very detail review of every file before our borrowers incur any expenseThis file past our initial review because the borrower claimed that the LLC owned the all of the rental propertiesHowever, since the income was going into the personal account; therefor, Royal United Mortgage was unable to exclude these liabilitiesWe have delivered the appraisal to Ms*** and will be happy to transfer the appraisal to any other mortgage companyWe regret that Ms*** experience was negative and we are very sensitive to the impact of a first impressionRest assured her comments are shared internally and with our training department to help improve our company
Thank you for bringing this to our attentionWe take all feedback seriouslyThe compliance department listened to all correspondence between the loan advisor and borrowerIt is our opinion that the loan advisor acted in the best interest of the borrowerAfter Ms*** signed the initial
application we were unable to get in touch with herThe borrower never called Royal to inform us that she was no longer interested in our loan, or answer any of our phone calls to herDue to the lack of communication Royal United Mortgage already requested that our 3rd party appraisal management company (***) return the funds to the borrower before the complaint was submittedRoyal United Mortgage would never refuse to return the appraisal money if the appraisal never happenedSince the complaint was issued Ms*** has even sent the loan advisor an email requesting to work with us again
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** I have not heard anything from them, On Dec 29,Royal United Mortgage took off my mortgage company from my home owner's insurance I called and speak with my insurance company A mrB*** told my insurance company they where the 1st mortgage holder's I have the A copy of the change of insurance policyI want my money back I am going to report them to for changing my insurance policy when they were not my mortgage company or had no plans to help people