Secure Lending Incorporated

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
First let me say that I no longer receive calls from angry people "returning" my callHowever, their is a bigger issue hereSpoofing is a common practice used to gain access to individuals who would not normally answer an out of state callTherefore, using a calling service to make calls without knowing how these calls are made does not excuse your group from responsibilityTighter control and greater oversight is the only corrective action hereYour company's brand is at stake when a third party is using questionable practices to gain access to local residentsAlso, when I confronted the young lady about her company spoofing my number, she hung up the phoneThis tells me that she was aware of the practiceHow will your company prevent this from happening in the future?I am reluctant to give out my personal number because of the backlash I may receive from your companyOur legal system it not based on truth or fairness.
Regards,
* ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Although I did receive the documents other issues were not addressedBecause of their processes, we can not apply for a refinance of mortgage for a yearThey caused us to be over days late on our mortgage in addition to our credit rating droppingI hope they have put in some check and balances in their processSome should be check the progress of the loan at least weeklySo if anythingis lacking or would delay the proposed closing date action can be taken to protect the client interestClients should be notified at least days be their current mortgage due date to give client time to make there payment on timeSo because of my negative experience, with bad consequences to my credit and refinance that I certain will be at a higher interest ratePlease show not complaint not resolvePlease post my negative experience with this company.

I am about to close on reverse mortgage in ***. Mr. Joe *** assisted me from start to finish. This was somewhat complicated due to Texas real estate laws. We were able to to complete the process within two & half months, which seems very acceptable. Mr. *** was always accessible, professional, and easy to talk
to. Thanks.

All the work seemed to have been done well some items were confusing to me as was the notification of the charges for house appraisals, I not being aware that a second appraisal was needed until I saw a charge for it on my credit card.

I had a good experience with Secure Lending they helped me during a difficult time for Reverse Mortgage. We applied prior yo my husbands death & they helped change everything to my name only. They helped me all along the way with a scheduling scheduled for Wednesday which is in 2 days. They had to work thtiugh some staff out ill & some people out on vacation but got everything done. EB

I highly recommend Secure Lending Incorporated. I found my dream home after 11 long months of searching only to get turned away from lenders who wouldn't even look at me because of my credit circumstances. I started losing hope until I got a suggestion to try Secure Lending. I definitely was skeptical that they would also turn me down but after talking with Joe W, my loan officer, he was so knowledgeable about the loan process and went right to work for me, taking on my challenging situation. Not only did Joe go above and beyond, he was there for me every step of the way, reassuring me that everything would be fine. Not only did he make the transaction go as smooth as possible, he closed my loan in 3 weeks!! Joe's good communication and fast response to calls, texts and emails comforted me at all hours of the day. I couldn't be happier with Joe and Secure Lending and I am 110% satisfied with all their hard work. Kudos to everyone involved...you were ALL great!

HIGHLY RECOMMEND THIS COMPANY. THEY WORK HARD AND VERY PROFESSIONALLY TO GET YOUR DEAL APPROVED. WILL DO BUSINESS WITH THEM AGAIN.

I thoroughly enjoyed working with Mehedi *** His professionalism and knowledge of the lending field was impeccable. Most importantly, he was always available to answer my calls and address any concerns. Mehedi worked very hard to ensure that all parties were satisfied and that the deal would close smoothly. I highly recommend his services to my clients and colleagues as my preferred Lender.

I had major issues at my house this company helped me get my house fixed. Liens cleared up and pay off my mortgage with a reverse mortgage. I highly recommend this company to any one that is looking for assistance with a loan.

I disagree with there resolution because there process caused unreasonable and caused damage to our credit due to holding on to June payment to last, causing it to be over 30 days. Also they did give me reasonable excused on why they failed for 2 months to close on morgage. Mortgage agent and processor not giving due diligence caused mortgage loan to fail. So Iam not satisfied with there response.     [redacted]

Secure Lending Incorporated June 6, 2017  Re: ID [redacted] Dear [redacted]:  We received a copy of a letter dated April 20, 2017 regarding a complaint by [redacted]. Mr. [redacted] alleged that Secure Pending Incorporated  had called him using a Robo Call...

and had violated the do not call registry. Attached is a copy of Mr. ** [redacted]'s complaint and the company's May 2, 2017 response to Mr. [redacted].  As you will note, a review of the company's phone' records revealed that no phone calls were made to either of his phone numbers. Additionally, the company has never and will never utilize robo calling when contacting potential customers. As a matter of practice, the company buys scrubbed lists of potential customers, which lists are not supposed to include any telephone numbers included in the do not call registry. The phone service provider has a system which is supposed to automatically exclude any person on the DNC registry. Should a DNC registered phone number be-inadvertently called or if a person simply requests not to be called for any reason, their number is immediately deleted from the company directory. Secure Lending Incorporated takes the 'do not call registry seriously. We provide continuous training and monitoring to ensure that all calls are handled in a professional and appropriate manner. Thank you for your attention to this matter. Very Truly Yours, James H[redacted] 
[redacted]

[redacted]AttachmentsSep 18 (3 days ago)
[redacted] 
[redacted], I am sending confirmation that [redacted] were sent their disclosures and personal documentation that we had in their file. This should satisfy his last request per our discussion. I have also CC’d the loan officer, on this email.  Thank You,Kellie M[redacted] NMLS [redacted]Loan Officer/VPSecure Lending Inc.TEAM WORK MAKES THE DREAMWORK

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
As a matter of record, ALL CALLS to our offices are TAPE RECORDED, including the call from the individual who I was connected to as a result of the robo call.  The individual, a female, called me about three to five days later from [redacted].  Her name was [redacted].  She did leave a message on my service requesting that I call her back.  She never did.  I have asked the individuals to provide me with their AGENT for service, but they have even refused to do that.  I am sure with a sufficient amount of discovery, our firm can prove beyond a reasonable doubt that the firm is engaging in illegal business practices.

Secure Lending Incorporated is a licensed mortgage broker and Mr. W[redacted] is a licensed mortgage loan originator.  When the customer was first contacted, it was believed she would be eligible for an FHA streamlined refinance loan requiring very little documentation (and no appraisal). ...

Unfortunately, the customer had a down payment assistance second mortgage lien which would not subordinate to a new first mortgage. Therefore, with the customer’s knowledge, her loan application was converted to a full FHA loan application to consolidate the first and second loan amounts.  This required an appraisal.   During the loan application process, the customer sent blurry, unreadable phone photos of several documents and often sent incomplete copies of documents required by the lender, such as part of a page or only part of the document.  This resulted in subsequent and often multiple requests for the same documents.  Ultimately, the customer requested her loan package be transferred to a new lender.    In the complaint the customer requested her paperwork be returned.  The loan application package was transferred to another lender at the customer’s request.  The customer also requested a refund of the appraisal fee and fax costs.  The appraisal in question was transferred to the new lender and will be used to complete the new lender’s loan package so the customer will not have to order a new appraisal at additional cost.   The customer has a new lender at her request.  Our company is no longer participating in the loan process and will receive no compensation for assisting her.  The company considers the matter concluded.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The Do Not Call Registry is meant to prevent unwanted solicitation calls entirely, meaning I should not have been contacted in the first place. The onus is not on me to complain to get my information removed from the company's database, it is on the company to not call me at all. As I was already on the Do No Call Registry and I received a call from this company, I have filed a complaint with the Federal Trades Commission for the Do Not Call violation.I see plenty of Revdex.com complaints for this company regarding this exact issue. Perhaps they should stop relying on a third-party company that employs illegal tactics to make sales.
Regards,
[redacted]

Secure Lending Incorporated uses an independent dialing service company to dial customers. Based upon Mr. [redacted]s complaint, it appears that his personal phone number was somehow appearing in the caller ID of customers being dialed by the dialing service company.  We have been in contact with...

the dialing service, which has attempted to determine if Mr. [redacted]s telephone number was inadvertently included in their system.  To be safe, the dialing service has blocked what they believe is his number in its system which should prevent potential future issues.Secure Lending Incorporated uses an independent dialing service company which dials customers on behalf of Secure Lending. It appears from the complaint that one of the numbers being used by the dialing service may be Mr. [redacted]s personal telephone number. Obviously from a practical standpoint, Secure Lending has no reason and receives no benefit from using an incorrect phone number when trying to make contact with potential borrowers. We have been in contact with the dialing service and they have attempted to determine if Mr. [redacted]s telephone number has inadvertently been included in their system. From the information available, it appears that Mr. [redacted]s number is 954-224-7339. If that is correct, the dialing service has blocked that number from its system and no further calls should reflect that number. If Mr. [redacted] would verify his telephone number and his wife's phone number, the dialing service can do further research (based upon the call made to his wife's phone using Mr. [redacted]s number) and better ensure that Mr. [redacted]s problem is resolved completely.

Hello
[redacted],
 
I
apologize to you and your wife on the delays in processing your file and would
like the opportunity to address your concerns and how we can try to repair the
relationship.  I spoke with [redacted] and he did tell me that collectively you and
him decided that it...

would be better to cancel your loan due to the extension
cost,  for your lock expiring; however, you have indicated that you told
him you would think about it.
[redacted]
is one of our best loan officers and I’m sure he was advising what was best for
you and yes when you don’t close in a timely manner then you  are
penalized for your lock expiring. I do believe because there was additional
documentation needed on your file that the processor did not move as
aggressively as she should have and we are working to resolve this issue in our
workflow.
Additional
Concerns:
1.       We have Senior Loan
Processors who have extensive knowledge, but all conditions have to be reviewed
by Underwriters employed by the lenders. Our processors are responsible for
reviewing and getting the documentation to the lenders.
2.       I am not sure why you feel
you were not updated on your file by your Loan Officer, since it appears that
he did update you. I can say that he may not have received the updates to pass
on to you in a timely manner.
3.       If you decided to move
forward and close your loan with Secure Lending, I will also be a contact and
give you my word to expedite your file. I will work with [redacted], our processors,
and schedule times to keep you updated.
4.       [redacted] will get you the
absolute best rate as he is excellent in assessing how to do this.
5.       I would have to review your
credit, but you still should be in good standing as long as you did not go 30
days late, on your mortgage.
6.       We would need to update all
your paperwork; however, the process will go smoother and faster as I will
personally be working with the processor, [redacted], and the lender to expedite.
7.       I will make sure that you
are reimbursed the late charges of $191.00 immediately. (check went out
7/14/2015)

Upon receiving Mr. [redacted], we again checked the phone records and confirmed that no phone calls were made from our office to either number we have for Mr. [redacted].  As a matter of fact, while there are approximately 1,300,000 numbers in the company's system, the company system does not even include his numbers.  The phone records are provided by a third party so the company has no management control of the phone call records. Second, a robocall is a recorded message delivered to your phone by an automatic dialing announcing device.  The company does not utilize recorded messages. Third, Mr. [redacted] stated he records all calls to his office.  Although Mr. [redacted] is probably already aware, California is a two-party consent state so all parties to the telephone call must consent to the recording of a telephone call so he should ensure that he is following proper protocol for all calls received in his office. Finally, the company uses a scrubbed list of telephone numbers which is not supposed to include any do not call registry phone numbers.  Because we are a mortgage broker, it would be counterproductive to call people on the do not call registry as our business depends upon the long term cooperation of the customer throughout the loan application process.  We take the do not call registry seriously.  We would never purposely call a registry number and, should a call be made inadvertently, the staff is regularly advised to apologize for the inconvenience and to advise management of the number so that it can be removed from the system. Thank you for your attention to this matter.

Company responded by phone 2/9/16-[redacted]Mr. Mehedi H[redacted] states that they did not have this consumer in their database and would like the consumer to provide the number that has been calling her so that they can see if it is one of their numbers.

[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 [redacted] and find that this resolution is satisfactory to me. Any future contact from this company in violation of their promise not to contact me again will result in me making a formal complaint to the federal Do Not Call List, as well as another complaint to the Revdex.com.
Regards,
[redacted]