Universal Mortgage & Finance, Inc.

We deeply regret that Miss [redacted] had an unsatisfactory experience with Universal Mortgage and Finance, Inc., as customer service is extremely important to us. Upon investigating Miss [redacted]'sclaims, it was determined that two of the three individuals referenced in her complaint are not and were...

not employees of Universal Mortgage at the time her loan was originated. Mario Glover is a former employee and was not authorized to act on behalf of Universal Mortgage. Mr. [redacted] has never been an employee of Universal Mortgage and thus under no circumstances was ever authorized to represent Universal Mortgage. It was further determined that Mr. [redacted] is a relative of the consumer which may have led to the communication between these two parties. We take customer dissatisfaction very seriously and have taken several measures to ensure these unauthorized individuals are not acting on behalf of our company of which they have no association. Universal Mortgage always encourages clients to make their mortgage payments on time as derogatory payments can severely impact their loan. Unfortunately we are unable to accommodate the consumer's request of removing the mortgage lates from her credit report as we do not report credit account information to the credit bureaus

Review: The offer I recieved in the mail from them got my attention to call and when I did the Guy convinced me they were a part of the government program that my home loan is with and that if I refinanced with them I would not have to pay back the subsidized amount until I refinanced with a company not part of USDA or sold the home.I let him RUN my credit and gave him ALL my personal history.I spoke to USDA and they told me if I had went ahead and refinanced with them I would have gotten a notice that the $11,000 would be due as well! Definately misled me and wish I could get the credit check they did removed!!Desired Settlement: I want them to contact the credit score authorities and have the check removed from my history and I want them to not contact me again

Business

Response:

Good Afternoon,

In regards to the above complaint filed by Miss [redacted], Universal Mortgage & Finance would first like to apologize for not addressing this complaint sooner as it was sent to the incorrect location and not to our Corporate office. We are very regretful that [redacted] had an unpleasant experience with our company and have since reached out to her to address her complaint. The Branch and associated Branch employees that took this customer’s initial call are no longer with our company, as of January 2014. A copy of the mailer was requested from [redacted] however she advised us that she is no longer in possession of it. Customer satisfaction is very important to our company and the reason why we continue to be successful and competitive in this market is a direct result of all the repeat customers that we do business with. Our sincerest apologies have been extended to [redacted] for any miscommunication or inconvenience that may have occurred between her and our former Branch. She has requested that we remove her from our calling list in which we have done. We hope that [redacted] will consider giving us another opportunity in the future to exceed her expectations and provide her with the excellent Customer Service that Universal Mortgage & Finance is known for.

Respectfully,