Secure One Capital Corp

Hello [redacted], We take all complaints very seriously and apologize that it was necessary for you to escalate the complaint to the Revdex.com.  We pride ourselves with exceptional customer service. We wish that we could have resolved your problem without having to involve the Revdex.com...

but very happy that we are able to resolve the problem for you regardless.  I apologize for the delay in responding to the complaint but felt it was necessary to do our due diligence prior to a formal response.  For your information purposes only, all of our calls are recorded for quality assurance and training purposes so we had to spend some time reviewing the phone call and first identify if we acted in error. After careful review we identified that our new hire, mortgage banker in training obtained your social security number during the call, suggested that we may have to run your credit during the application process but there was clearly a gap in communication on when this would happen during our approval process.   Due to the miss communication we are making every effort to correct this for you.  Per our discussion with you on 06/09/2016 please submit the information that our department manager requested from you and we will work with our credit reporting agency to have the inquiry removed.  We appreciate your understanding and hope that our resolution to your problem is satisfactory.

Great experience from the beginning to the end. The staff kept me informed through the entire process and was very professional and kind. I highly recommend Secure One.

I had a positive experience with this company . [redacted] was very helpful to me and despite my being turned down for eligibility with other lenders , he and the company were able to determine that I was eligible for a home affordable refinance program ( harp ) . I highly reccomend this company . If you need help refinancing or purchasing a home , this is a good company to use.

Very bad experience. We submitted all our information and we were told that our loan was moving into closing, we paid for the appraisal and we stopped hearing from them. We asked for an update and all of the sudden the loan was denied.
Very unprofessional.

I was promised a 14 day close to refinance my loan even after I explained I had an FHA loan with a modification. The entire process ended up taking 69 days. Luckily I assisted in calling FHA to see why it was taking so long to process and then was told by FHA that Secure One Capital was submitting incorrect requests. I asked what was needed to get this going and then called Secure One Capital & let [redacted] know that [redacted] was submitting an incorrect request to FHA. Explained process and was told that this was the first time they had this type of transaction. One of the reasons I did agree to this refinance was because Secure One Capital agreed to waive my appraisal fees but I am requesting an additional $500 since Secure One Capital did not follow through with the promises that were made with closing within 14 days & because I was told that I would be able to skip 2 months October & November payments but then because it took 69 days I had to come up with the October payment at the last minute before it affected my credit for being more than 30 days late. This entire process was a great inconvenience for me.

the service I got it was great all the way arruond thanks

Hello, my name is [redacted]  I am the branch manager of Secure One Capital.  First off allow me to apologize for the way that [redacted] handled the phone call with you.   We truly do pride ourselves with our service to the people we contact, do business with, or have and...

dealings with whatsoever.    I am not sure you are looking for an explanation but I would kindly like to provide you with one.   Secure One Capital Corp is very strict when it comes to the Do Not Call Registry, we are very familiar with it, and a lot of effort goes into making sure that we are not contacting people that are listed on the National Do Not Call Registry.  It is very uncommon that this happens and when it does it is company protocol that we handle the complaint with care but also flag the number so it is never called again.    In regards to why you were contacted I cannot say for certain.  Our company purchases data from lead aggregators that of individuals that supposedly have applied online for a mortgage.  There are instances where the information entered online form may be a digit off on the phone number and it may have prompted a call.   Since we are purchasing data of individuals that inquired for a product or service and not cold calling we honestly thought we were responding to your inquiry.  In this case was truly an honest mistake.   In regards to the way the call was handled [redacted] was written up, suspended, and if it happens again terminated.   It’s unfortunate because he is a good kid working part time trying to put himself through college.  We do take responsibility for his actions and I can assure you will not be contacted again.    I would like nothing more to have you walk away from this knowing your voice has been heard and it will be a lesson learned that we need to spend more time with our new hires on the importance of customer satisfaction and service.   Please if you feel that I did not appropriately handle your concerns I ask that you reach me direct at teh number that I provided in my email to you.

From: [redacted]Date: Wed, Jul 13, 2016 at 12:51 PMSubject: Complaint #[redacted]To: [email protected]: [redacted] <[redacted]>This is to inform you that Complaint #[redacted] vs Secure One Capital Corp. has been...

satisfactorily resolved.  I have received a full refund of the appraisal fee in question. [redacted], PhD [redacted]

Secure One Capital is the absolute best. [redacted] and [redacted] were able to me a refi when know one else could. The customer service was the best. I HIGHLY recommend you call [redacted] if you are needing a mortgage or a refi. When know one else can, they can

Hello, my name is [redacted]  I am the branch manager of Secure One Capital.  First off allow me to apologize for the way that [redacted]...

handled the phone call with you.   We truly do pride ourselves with our service to the people we contact, do business with, or have and dealings with whatsoever.    I am not sure you are looking for an explanation but I would kindly like to provide you with one.   Secure One Capital Corp is very strict when it comes to the Do Not Call Registry, we are very familiar with it, and a lot of effort goes into making sure that we are not contacting people that are listed on the National Do Not Call Registry.  It is very uncommon that this happens and when it does it is company protocol that we handle the complaint with care but also flag the number so it is never called again. 
 
In regards to why you were contacted I cannot say for certain.  Our company purchases data from lead aggregators that of individuals that supposedly have applied online for a mortgage.  There are instances where the information entered online form may be a digit off on the phone number and it may have prompted a call.   Since we are purchasing data of individuals that inquired for a product or service and not cold calling we honestly thought we were responding to your inquiry.  In this case was truly an honest mistake.
 
In regards to the way the call was handled [redacted] was written up, suspended, and if it happens again terminated.   It’s unfortunate because he is a good kid working part time trying to put himself through college.  We do take responsibility for his actions and I can assure you will not be contacted again.    I would like nothing more to have you walk away from this knowing your voice has been heard and it will be a lesson learned that we need to spend more time with our new hires on the importance of customer satisfaction and service.
 
Please if you feel that I did not appropriately handle your concerns I ask that you reach me direct at teh number that I provided in my email to you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have rated my experience with Secure One Capital as"neutral" since I have both positive and negative experience with the company. From the very first cold call, I immediately felt comfortable and easily connected with my loan officer because he was very courteous, helpful and informative. It was a pleasant experience corresponding and providing all the required documents to him. He was very prompt in responding to my calls, text and emails and provided all the information and estimates I needed in a timely manner. Unfortunately, towards the closing of my refinance, the loan officer needed to take an extended leave and my file had to be taken over by his manager and processor. Understandably, as a manager and processor, whose main functions were to manage a team of loan officers and a pile of transactions to be processed and funded, they came short in communicating with me. Due to lack of communication, where calls were not answered, text messages had no replies, office phones were never answered, and the only means of communication was through emails where urgent questions were not addressed promptly, the transaction became very stressful. It became extremely frustrating and painfully unpleasant when target dates where not met without immediate notifications and clear explanations for delays. Although we know that our file was eventually attended to, we felt that we were not given enough priority which almost did not make the critical deadline to fund. At the end of the day, after all the pleasant and unpleasant experiences, we are generally still thankful for the hard work and efforts of our loan officer, his manager and processor. We are now very much relieved that we have met our goal to refinance to a lower interest rate, pay of all our credit cards and cash-out some funds for home improvement.

SCAM! Received call on 8/26/2015 took all my info and Never heard from them again. Phone number doesn't work just rings and goes silent. Young man said I'd hear from them in 30 minutes NEVER HAPPENED. Why would BIBB not know this?

“Please accept our sincere apologies for the inconvenience you may have experienced. We take pride in ensuring our customer’s satisfaction, and we will make sure you are not contacted again.”

They did call and apologized for the problem.  They said they had taken action to deal with the salesperson involved.  They offered to send me a $100 gift card for a restaurant and they say they have mailed that.  Although I still think they should have been more responsible with scrubbing their list against the do not call registry, I am willing to accept this gift card as a token of an apology.  I will notify you when it actually arrives.

Hello [redacted], We take all complaints very seriously and apologize that it was necessary for you to escalate the complaint to the Revdex.com. ...

We pride ourselves with exceptional customer service. We wish that we could have resolved your problem without having to involve the Revdex.com but very happy that we are able to resolve the problem for you regardless.  I apologize for the delay in responding to the complaint but felt it was necessary to do our due diligence prior to a formal response.  For your information purposes only, all of our calls are recorded for quality assurance and training purposes so we had to spend some time reviewing the phone call and first identify if we acted in error. After careful review we identified that our new hire, mortgage banker in training obtained your social security number during the call, suggested that we may have to run your credit during the application process but there was clearly a gap in communication on when this would happen during our approval process.   Due to the miss communication we are making every effort to correct this for you.  Per our discussion with you on 06/09/2016 please submit the information that our department manager requested from you and we will work with our credit reporting agency to have the inquiry removed.  We appreciate your understanding and hope that our resolution to your problem is satisfactory.

Hi [redacted],
Here is the response from the principal.
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“I would like to start off by stating that as and owner of Secure One Capital, I would like to personally apologize for the negative experience that you may have had. Given that we retain the services of various third-party marketing companies, I am not able to confirm or deny your statement.  Secure One Capital is a highly reputable mortgage lender in business since 2001,  and we take great pride in having such a stellar reputation. I can assure you that we follow all state and federal regulations applicable to mortgage loan originations, and  I will personally make sure that you do not receive any more communications from our company. I am available if you wish to discuss this matter further.” 
 
 
[redacted], [redacted].
[redacted]
 
SecureOneCapital Corporation
555 Anton
Costa Mesa, CA 92627
 
T-[redacted]
F-[redacted]
[redacted]

Secure One Capital and their team delivered on everything promised and got the transaction done quickly and efficiently.

Hello [redacted], We take all complaints very seriously and apologize that it was necessary for you to escalate the complaint to the Revdex.com.  We pride ourselves with exceptional customer service. We wish that we could have resolved your problem without having to involve the Revdex.com...

but very happy that we are able to resolve the problem for you regardless.  I apologize for the delay in responding to the complaint but felt it was necessary to do our due diligence prior to a formal response.  For your information purposes only, all of our calls are recorded for quality assurance and training purposes so we had to spend some time reviewing the phone call and first identify if we acted in error. After careful review we identified that our new hire, mortgage banker in training obtained your social security number during the call, suggested that we may have to run your credit during the application process but there was clearly a gap in communication on when this would happen during our approval process.   Due to the miss communication we are making every effort to correct this for you.  Per our discussion with your husband on 06/09/2016 please submit the information that our department manager requested from you and we will work with our credit reporting agency to have the inquiry removed.  We appreciate your understanding and hope that our resolution to your problem is satisfactory.  Tell us why here...

In any loan transaction, there is an initial prequalification call, loan terms will be discussed, and as long as the applicant can supply adequate information promptly, we will proceed to process the application.    After the process of the refinance had started with Mr. [redacted], we...

soon learned that there was additional work that would need to be completed on his behalf.   His existing mortgage had been modified, and we had to work with them to obtain satisfactory information to meet our condition of approval.  As we explained to Mr. [redacted], there would have been no way for us to know any of this upfront so hi patience would be appreciated.    During the transaction with Mr. [redacted], he had direct access to one of our branch managers in which calls were made to our branch manager as late as 8 in the evening, on the weekends, and during vacation.    This was not a big concern for us since we constantly aim to please.  If someone needs our cellular number, we will voluntarily give it to make sure he or she are at ease.  Our branch manager has a family and did his very best to contact Mr. [redacted] back within a reasonable amount of time but apparently, we fell short.   Since the complaint, we reached Mr. [redacted] to discuss his concerns, and after talking through it at greater length, Mr. [redacted] was happy that the loan got completed and he apologized for posting the negative review out of frustration.   In closing, our branch manager did confirm that we waived the appraisal fee since he had just paid for one with another lender.   We explained to Mr. [redacted] that after the loan closes accounting would have been notified to reimburse him for his appraisal fee.  However, it was determined that Mr. [redacted] never paid for a 2ndappraisal and the fee was waived.   We feel that we did the very best that we could on Mr. [redacted]’s loan considering we were dealing with other lenders, HUD, and government agencies to obtain the information necessary to complete the transaction in 3 weeks.  We invite Mr. [redacted] to contact us if he has any constructive feedback or feels that we did not adequately handle his concern.