Thank you for bringing this to our attention
We take all feedback seriouslyIt is our opinion that the loan advisor acted in the best interest of the borrowerRoyal United Mortgage was using income from the borrower that required us to close the loan by a certain date, or the loan would not pass Debt to income requirements per Fannie Mae guidelinesRoyal knew of this time parameter and quickly gave everything to the borrower and provided specific instructions on what he needed to do to close the loanUnfortunately the borrower had back surgery which greatly delayed getting all the documents back to us and was unable to return phone callsIn addition the third party HVCC certified appraiser that was assigned to the loan was extremely slow at returning communication as wellAfter everything was returned from the borrower and appraiser, the deadline had past and Royal was unable to use all of the borrower’s income, which resulted in a loan that was not approved/eligible per Fannie Mae guidelinesRoyal went directly to the underwriter to see if any other income could be used, but was unsuccessfulWe have delivered the appraisal to the borrower and will be happy to release the appraisal to any lenderRest assured his comments will be shared with our training department to help improve our customer service
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
See attachment
Regards,
*** ***
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 send a Notice to Home Applicant to all clients after pulling their credit scoreRoyal United Mortgage compliance member also called Mr*** to ensure him that the Notice to Home Applicant was in the mail and that we were a real companyWe ensure Mr*** that his personal information was secureWe regret that Mr*** 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 bringing this to our attentionWe take all feedback seriouslyThe compliance department listened to all correspondence between the loan advisor and borrower It is the compliance department’sopinion that the loan advisor acted in the best interest of the customer
The loan advisor was unaware of the length of time that Ms*** was on title till after the appraisal had already been completed After the loan advisor had knowledge of how long the client was vested on title, Justin quickly formulated two custom loan options for the clientUnfortunately the client did not want to pursue either optionDue to the public nature of the Revdex.com 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 will be shared with our training department to help improve our customer service
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
I've already resolved this issue through other means on my partOne can't undo the domino effect of their low appraisal.I have learned since then that reputable real estate people don't have customers pay for appraisals; especially when those same real estate agents wrote that one can't contact the appraiser they chose
*** ***
The compliance department called Ms***, but unfortunately had to leave a voicemailWe are very happy to answer any questions that Ms*** has and will continue to try and get in touch with her
Royal United apologizes that is it company policy not to release sensitive/personal information on a public siteRoyal has delivered many emails showing the funds that you paid for have been refunded
Thank you for bringing this to our attentionWe take all feedback
seriouslyThe compliance department listened to all correspondence between the loan advisor and borrowerThe borrower did give the loan advisor at minute and seconds into the callDue to the sensitivity of this issue, Royal United Mortgage will start the process to get the hard pull removed from Ms***’s creditThe compliance department will work in tandem with the loan advisor manager to ensure training is implemented
We take all feedback seriously, thank you for bringing this to our attentionPlease accept this email as a formal response to the customer complaintWe have removed all contact information for Ms*** on 2/27/Many companies attempt to reach Lending Tree inquiries simultaneously and
unfortunately this can lead to multiple calls in a short time frameWe regret that Ms***’s 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
Mr*** the compliance division apologizes if the initial response given was vagueHowever, it is our intent to not disclose personal information on a public site. Please know that with all feedback received Royal does an in-depth review of what happenedWe have gone back to *** and received proof that your payment of was return in fullThis was delivered to you in an emailWe have also audited phone calls and our company has return all phone calls in a reasonable amount of timeWe are extremely sorry that your experience with Royal was negative and we will continue to do what is neededThank you for your feedback
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I still disagree that there was miscommunication on my partIf I'm not asked about something I cannot be expected to provide information that I don't know is requiredBut, "you can't fight City Hall." So, I have to accept this as isI will definitely recommend to my friends to avoid Royal United MortgageAs far as I'm concerned, the error was on their part, not mineWhen I was asked by the appraiser about HOA dues I immediately provided the informationHad I been asked by Royal United Mortgage I would have done the sameI had no way of knowing this was something I was to provideAs such, I still maintain there was no error on my part, it was solely on their part
Regards,
*** ***
Sorry for any miscommunication, Royal United Mortgage has tried to into touch with the borrower but has been unable to: emails and voice mails. The loan advisor will be reaching out to the client again today.
Thank you for the feedback, Yes the borrower mentioned the IRS tax lien, but did not mention that it was under suspension and investigation. That is why the loan did not go through. Royal United Mortgage did not suprise the borrower with the appraisal fee, in fact the borrower signed the loan estimate which had the appraisal fee on it and gave Royal United Mortgage her card number to pay for the appraisal.
We take all feedback seriously,
thank you for bringing this to our attention. Please accept this email as a
formal response to the complaint. Based upon this feedback we listened to all
correspondence between Royal United Mortgage and Mrs. [redacted]. We have removed
all contact information for...
Mrs. [redacted]. Many companies attempt to reach
Lending Tree inquiries simultaneously and unfortunately this can lead to
multiple calls in a short time frame. We regret that Mrs. [redacted] 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.
We take all feedback seriously, thank you for bringing this to our attention. Please accept this email as a formal response to the escalated issue. We have removed all contact information for Mr. [redacted]. Many companies attempt to reach Lending Tree inquiries simultaneously and unfortunately...
this can lead to multiple calls in a short time frame. We regret that Mr. [redacted]’s experience was negative and we are very sensitive to the impact of a first impression.
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.
I have been waiting on royal united mortgage to contact me but o have not gotten a response Robert said he would contact me the next day and that was weeks ago I have let message but have not resolved this complaint [redacted] I don't think that the case should be closed because I can't get a response Thanks They should refund my appraisal fee as stated
Thank you for submitting this to our attention. We take all feedback seriously. Royal United Mortgage compliance division has reviewed this case in detail. It is our understanding that the loan advisor acted in good faith. After Mr. *** submitted his loan documentation our loan advisor and...
Manager did a detail review of the loan to ensure of the loan’s quality. After the loan was reviewed; Royal ordered the appraisal through an independent HVCC certified appraisal management company ***. Upon further review of the file Royal found that we would be unable to complete the loan for Mr. ***. Royal quickly called Mr. *** advised him of the issue. Mr. *** cancelled the appraisal request and was charged a trip fee from ***. Royal United Mortgage refunded Mr. *** the trip fee in good faith. We have provided Mr. *** the documentation from *** proving that the amount was refunded. Due to the public nature of the Revdex.com we are unable to upload any loan documentation or credit reports. Had the findings shown a different result, a different action would have been taken by Royal United Mortgage.
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.
In their (Royal United Mortgage) original email to me with appraisal attached they wrote:"Note that an appraiser must follow professional standards and is not allowed to discuss the report(s) with you or provide a copy of the appraisal directly to you. Please feel free to contact our office if you have any questions."And now as then, after I complain about the poor quality of the appraisal they hired, Royal United Mortgage is denying any responsibility; even though they hired the appraiser.Their response to the Revdex.com: “We encourage that Mr. [redacted] contact the 3rd party directly.”I’m glad I saved all their emails. Just the facts please.I've contacted someone else about the refund.I just hope anyone reading this will think twice before trusting Royal United Mortgage.
Regards.....[redacted]
We take all feedback seriously, thank you for bringing this to our attention. Please accept this email as a formal response to the above complaint. Based upon this feedback we listened to all correspondence between Mr. [redacted] and Royal United Mortgage. The first time Mr. [redacted]...
asked to be put on the do not call list Royal executed the request immediately. No further contact will occur with the customer. Many companies attempt to reach Easy Loan Site inquiries simultaneously and unfortunately this can lead to multiple calls in a short time frame. We respect each consumer's request to cease calling and quickly take the appropriate steps to comply. We regret that Mr. [redacted] experience wasnegative 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.
We take all feedback seriously, thank you for bringing this to our attention. Please accept this email as a formal response to the complaint. Royal does agree that there were areas of miscommunication on this file. Royal has conducted training with the loan advisor to ensure this doesn’t happen...
again. Also, whenever there is this much miscommunication on a file Royal will refund the appraisal to the borrower. Royal’s sales manager already sent the refund for the appraisal and the borrower has cashed the check. We regret that Ms. [redacted]’s experience was negative and we are very sensitive to the impact of a first impression. Royal United thanks Ms. [redacted] greatly for her comments as it helped improve our company.
Thank you for bringing this to our attention
We take all feedback seriouslyIt is our opinion that the loan advisor acted in the best interest of the borrowerRoyal United Mortgage was using income from the borrower that required us to close the loan by a certain date, or the loan would not pass Debt to income requirements per Fannie Mae guidelinesRoyal knew of this time parameter and quickly gave everything to the borrower and provided specific instructions on what he needed to do to close the loanUnfortunately the borrower had back surgery which greatly delayed getting all the documents back to us and was unable to return phone callsIn addition the third party HVCC certified appraiser that was assigned to the loan was extremely slow at returning communication as wellAfter everything was returned from the borrower and appraiser, the deadline had past and Royal was unable to use all of the borrower’s income, which resulted in a loan that was not approved/eligible per Fannie Mae guidelinesRoyal went directly to the underwriter to see if any other income could be used, but was unsuccessfulWe have delivered the appraisal to the borrower and will be happy to release the appraisal to any lenderRest assured his comments will be shared with our training department to help improve our customer service
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
See attachment
Regards,
*** ***
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 send a Notice to Home Applicant to all clients after pulling their credit scoreRoyal United Mortgage compliance member also called Mr*** to ensure him that the Notice to Home Applicant was in the mail and that we were a real companyWe ensure Mr*** that his personal information was secureWe regret that Mr*** 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 bringing this to our attentionWe take all feedback seriouslyThe compliance department listened to all correspondence between the loan advisor and borrower It is the compliance department’sopinion that the loan advisor acted in the best interest of the customer
The loan advisor was unaware of the length of time that Ms*** was on title till after the appraisal had already been completed After the loan advisor had knowledge of how long the client was vested on title, Justin quickly formulated two custom loan options for the clientUnfortunately the client did not want to pursue either optionDue to the public nature of the Revdex.com 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 will be shared with our training department to help improve our customer service
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
I've already resolved this issue through other means on my partOne can't undo the domino effect of their low appraisal.I have learned since then that reputable real estate people don't have customers pay for appraisals; especially when those same real estate agents wrote that one can't contact the appraiser they chose
*** ***
The compliance department called Ms***, but unfortunately had to leave a voicemailWe are very happy to answer any questions that Ms*** has and will continue to try and get in touch with her
Royal United apologizes that is it company policy not to release sensitive/personal information on a public siteRoyal has delivered many emails showing the funds that you paid for have been refunded
Thank you for bringing this to our attentionWe take all feedback
seriouslyThe compliance department listened to all correspondence between the loan advisor and borrowerThe borrower did give the loan advisor at minute and seconds into the callDue to the sensitivity of this issue, Royal United Mortgage will start the process to get the hard pull removed from Ms***’s creditThe compliance department will work in tandem with the loan advisor manager to ensure training is implemented
We take all feedback seriously, thank you for bringing this to our attentionPlease accept this email as a formal response to the customer complaintWe have removed all contact information for Ms*** on 2/27/Many companies attempt to reach Lending Tree inquiries simultaneously and
unfortunately this can lead to multiple calls in a short time frameWe regret that Ms***’s 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
Mr*** the compliance division apologizes if the initial response given was vagueHowever, it is our intent to not disclose personal information on a public site. Please know that with all feedback received Royal does an in-depth review of what happenedWe have gone back to *** and received proof that your payment of was return in fullThis was delivered to you in an emailWe have also audited phone calls and our company has return all phone calls in a reasonable amount of timeWe are extremely sorry that your experience with Royal was negative and we will continue to do what is neededThank you for your feedback
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I still disagree that there was miscommunication on my partIf I'm not asked about something I cannot be expected to provide information that I don't know is requiredBut, "you can't fight City Hall." So, I have to accept this as isI will definitely recommend to my friends to avoid Royal United MortgageAs far as I'm concerned, the error was on their part, not mineWhen I was asked by the appraiser about HOA dues I immediately provided the informationHad I been asked by Royal United Mortgage I would have done the sameI had no way of knowing this was something I was to provideAs such, I still maintain there was no error on my part, it was solely on their part
Regards,
*** ***
Sorry for any miscommunication, Royal United Mortgage has tried to into touch with the borrower but has been unable to: emails and voice mails. The loan advisor will be reaching out to the client again today.
Thank you for the feedback, Yes the borrower mentioned the IRS tax lien, but did not mention that it was under suspension and investigation. That is why the loan did not go through. Royal United Mortgage did not suprise the borrower with the appraisal fee, in fact the borrower signed the loan estimate which had the appraisal fee on it and gave Royal United Mortgage her card number to pay for the appraisal.
We take all feedback seriously,
thank you for bringing this to our attention. Please accept this email as a
formal response to the complaint. Based upon this feedback we listened to all
correspondence between Royal United Mortgage and Mrs. [redacted]. We have removed
all contact information for...
Mrs. [redacted]. Many companies attempt to reach
Lending Tree inquiries simultaneously and unfortunately this can lead to
multiple calls in a short time frame. We regret that Mrs. [redacted] 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.
We take all feedback seriously, thank you for bringing this to our attention. Please accept this email as a formal response to the escalated issue. We have removed all contact information for Mr. [redacted]. Many companies attempt to reach Lending Tree inquiries simultaneously and unfortunately...
this can lead to multiple calls in a short time frame. We regret that Mr. [redacted]’s experience was negative and we are very sensitive to the impact of a first impression.
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.
I have been waiting on royal united mortgage to contact me but o have not gotten a response Robert said he would contact me the next day and that was weeks ago I have let message but have not resolved this complaint [redacted] I don't think that the case should be closed because I can't get a response Thanks They should refund my appraisal fee as stated
Thank you for submitting this to our attention. We take all feedback seriously. Royal United Mortgage compliance division has reviewed this case in detail. It is our understanding that the loan advisor acted in good faith. After Mr. *** submitted his loan documentation our loan advisor and...
Manager did a detail review of the loan to ensure of the loan’s quality. After the loan was reviewed; Royal ordered the appraisal through an independent HVCC certified appraisal management company ***. Upon further review of the file Royal found that we would be unable to complete the loan for Mr. ***. Royal quickly called Mr. *** advised him of the issue. Mr. *** cancelled the appraisal request and was charged a trip fee from ***. Royal United Mortgage refunded Mr. *** the trip fee in good faith. We have provided Mr. *** the documentation from *** proving that the amount was refunded. Due to the public nature of the Revdex.com we are unable to upload any loan documentation or credit reports. Had the findings shown a different result, a different action would have been taken by Royal United Mortgage.
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.
In their (Royal United Mortgage) original email to me with appraisal attached they wrote:"Note that an appraiser must follow professional standards and is not allowed to discuss the report(s) with you or provide a copy of the appraisal directly to you. Please feel free to contact our office if you have any questions."And now as then, after I complain about the poor quality of the appraisal they hired, Royal United Mortgage is denying any responsibility; even though they hired the appraiser.Their response to the Revdex.com: “We encourage that Mr. [redacted] contact the 3rd party directly.”I’m glad I saved all their emails. Just the facts please.I've contacted someone else about the refund.I just hope anyone reading this will think twice before trusting Royal United Mortgage.
Regards.....[redacted]
We take all feedback seriously, thank you for bringing this to our attention. Please accept this email as a formal response to the above complaint. Based upon this feedback we listened to all correspondence between Mr. [redacted] and Royal United Mortgage. The first time Mr. [redacted]...
asked to be put on the do not call list Royal executed the request immediately. No further contact will occur with the customer. Many companies attempt to reach Easy Loan Site inquiries simultaneously and unfortunately this can lead to multiple calls in a short time frame. We respect each consumer's request to cease calling and quickly take the appropriate steps to comply. We regret that Mr. [redacted] experience wasnegative 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.
We take all feedback seriously, thank you for bringing this to our attention. Please accept this email as a formal response to the complaint. Royal does agree that there were areas of miscommunication on this file. Royal has conducted training with the loan advisor to ensure this doesn’t happen...
again. Also, whenever there is this much miscommunication on a file Royal will refund the appraisal to the borrower. Royal’s sales manager already sent the refund for the appraisal and the borrower has cashed the check. We regret that Ms. [redacted]’s experience was negative and we are very sensitive to the impact of a first impression. Royal United thanks Ms. [redacted] greatly for her comments as it helped improve our company.