Guaranteed Rate
reviews and complaints

I started a refinance loan application in August with a projected close date of 10/9. Communication was horrible and that date was missed without any information being relayed to me. Making the mistake the rate has expired and climbed and I hadn't heard anything I took care of my existing loan and that caused some issues and delays on my end in 11. I worked very hard to resolve them and sis so in about 2 weeks. I was again ready to resume the process by the end of November. I didn't hear much in December. In January I reached out to inquire and eventually was told a lot of stuff happened and they were going to start working in it again with a close of mid February . I was told there was no problem hitting that new deadline. I'm now reaching out to my loan officer to see if there's any chance they can complete by the end of March . They again missed their deadline with no information sent to me about the delay and no updated timeline. I did receive some paperwork a few weeks ago that hinted at a March 5th close. That paper work was supposed to be delivered at least 3 days prior to close. I did waive that right but safe to say they got their 3 days as it's been a few weeks now. March 5th has come and gone and I still haven't heard anything. I strongly do not recommend rate.com or guaranteed rate. I'd recommend almost any other company or even just taking up street performing as a hobby. You can learn trumpet or home depot bucket drums in less time then rate.com can process a loan.

If there were an option to give 0 stars I would have selected that. This has been the worst experience I have ever encountered with a mortgage company. It was a struggle every step of the way. We had to badger the lending officer to respond to our requests ultimately leading to a need to push our closing to a future date. This same lending officer asked us to sign a loan application with incorrect information while communicating over the phone that this would be adjusted pre-closing based on our request during the call to remove the points from the loan. Negligently failing to include terms in the loan agreement that were agreed to verbally. Once we saw the official closing disclosure, 3 days prior to closing, we noticed the change had not been made. We frantically tried to get a hold of the loan officer who did not return our calls or emails until 9pm at which time he emailed confirming he would lower the loan by 1 point with an exception. The following day this was not honored nor was an explanation given as to why. Negligently making false representations in order to induce us into signing a document we were not comfortable with. We escalated the issue to his manager who informed us that WE were liars and that there was nothing he was willing to do to help. We copied the CEO, Victor Ciardelli who was also not responsive. Unfortunately, we could not get a response from him or his manager and we needed to make a decision about purchasing the property. Now we are out $7,000 dollars because of this incompetence and neglect. We have filled a complaint with the CFPB and advice any AGAINST engaging with this company for any reason

My husband and I was doing a refinance.It started out good. Our referral them to us. Bad mistake and *** learn. Loan office So call (*** Mortgage lending) they said they had all documents and the loan was in line for refinance. First thing first. They said everything look good so we can order the appraisal and $150 processing fees. So we ordered the appraisal, 2 weeks roll around no appraisal they , they couldnt get in touch with appraisal 3 weeks, so were waiting. Then 4th it show up. Submit to underwriting there is a pg. missing from our taxes. We went to our taxes prepared and they emailed to *** he said that was we needed. Received the taxes and now they telling us DTI is short. That was crazy after my husband and I received the *** emailed. How is that possible. *** mortgage (Drake) dont know his job. What happened from his desk to the underwriting desk. ? After we pay for processing fees and appraisal. I will not be referring this company to anyone. They didnt know how to calculate the rental property in into the loan. We have the tenants pay a portion and Housing pays the other portion and we also sent them a copy of the lease so it clearly shows that the income is not coming out income. But they didnt know how to calculate that. So they said they couldnt do it alone. Sometimes God shows you things of what he keeps you from so they kept us from this company because looking at the reviews they are not all that great. So now we have an appraisal that was done and we paid for out-of-pocket. If they didnt know how to factor it in in the beginning they shouldve said then they couldnt do our loan. Had us pay the processing fee and for an appraisal. I am just disappointed in how this companys handle our loan.

Without a doubt absolutely the worse customer service I've ever experienced. I helped my brother in law apply for a VA home loan for property in Michigan. We were under contract on Sept 17 2020 and spent 60 days trying to get the loan approved which required us to extend the closing date twice and the final result was denial of the loan at 6pm on the last day. During the entire process we had to repeatedly make multiple requests to the loan officer for the status of the loan and to find out if they had received everything they needed. Because my brother in law had limited credit history they requested supporting documents for non traditional credit approval including rent payments and cell phone bill payments for 24 months. We promptly supplied the information then heard nothing despite requesting status updates. Then a week before the final closing day, they requested more information including proof of auto insurance payments and any medical bills paid over time. Again we supplied the info within 24 hours but didn't receive any response to our request to make sure they had what was needed. During the final week it took phone calls, emails and text message to get any response regarding the status and if we were going to close by the scheduled date. The final day we emailed the customer service department and then heard from them that the loan was denied. Since the loan denial, we have made several requests for a letter of denial so we can close the contract and not lose deposit funds and also we requested a copy of the property appraisal which we had paid for. As of this date we still have not received any official denial of the loan. We did receive the appraisal after filing a dispute with the bank for the debit charge.

I started a refinance application for an investment property that I previously bought using Guaranteed Rate. In the beginning, the process was smooth, and Joe ***, the assigned Mortgage Specialist, was very responsive. After submitting all the documentation, everything started being extremely slow. Updates were provided very sporadically, and any response from Joe took a week in delay average. Weeks later, the appraisal was arranged, and I paid the fee ($500). The numbers were wonderful, and the appraisal came higher than expected, which was even better. We have a 2-year lease contract with our current tenants, and my household income-qualified easily. It took close to another month to move to the underwriting process. It was here where the real problem started. Devid M, another Mortgage Consultant. We were asked to resubmit the latest documentation since the previously sent was outdated by 2-3 months. We submitted everything 2 times again. Weeks passed, and got no updates. We called directly Joe and David directly many times, and they never responded. Our emails were answered with a 1-2 week delay. I was accessing the loan application website two times a week to observe any update, and suddenly out application disappeared. We tried to contact David one more time, and Joe responded with the update that the underwriter canceled our process because he claimed that our income was not recurrent despite showing W-2 pay stubs for more latest 3 months. Joe found that the underwriter never reviewed the latest documents we sent to David. They didn't offer a solution. We decided to start a new application with *** and the customer service and communication have been excellent so far. We are expecting to close in less than a month. Stay away from Rate.com!

We worked with Guaranteed Rate for roughly a year. It was honestly a 5 star experience for that entire year. John F is an amazing human being and does an amazing caring job. John breaks everything down clearly for you during the home buying experience. He takes time from his weekends, nights and even early mornings to assist any mortgage need you may have. On the other hand, when it can to closing Guaranteed Rate was nothing but a painful reminder that some only strive to collect a paycheck. It was only a negative experience full of delays and extremely poor communication. The company lied about our appraisal saying it was switched from a desk to a full, when it was actually a full and canceled. Then a week before closing they had to reorder the full appraisal again, causing more stress for us and the sellers. The torch was unfortunately passed from John to Thomas B. Thomas gave the impression of caring less about the outcome and just saying what you wanted to hear, even if none it was true. "Joe I guarantee you'll have it" but wouldn't guarantee in writing. He used his false sense of charisma to calm the client, while he clearly just cared for the house appraising for as much as possible to collect as much money as possible when selling off the mortgage. He is a man that must have been in the field for a while, he thinks he knows how to calm the situation of extremely delayed paperwork on Guaranteed Rates end. All he did was blow smoke, while everyone else sat anxiously waiting. They did a horrible job and provided a painful experience. Never use Guaranteed Rate. Stay far away from this dishonest company. They care about the money, not the client. They cannot even communicate well internally never mind with a client. They made the home buying experience hell and I wish none of this upon another victim of theirs.

It was the worst experience I've ever had with a lender, borderline traumatic. Initially we all signed the sale contract as a conventional loan, our loan officer included, and all was well. Then our realtor called and said that our loan type was put in as an *** loan when we had a preapproval and signed contract for a conventional loan, that made us in breach of contract so our seller backed out. Our officer *** said that it would be extremely hard to get a conventional loan, even though we already had a conventional preapproval. I had to beg her multiple times to change the loan type back to what we we pre-approved for, and almost had to find another lender. When she did finally change it, she had our mortgage insurance as a single premium, increasing our closing costs by almost 7k. Eventually after begging and literally typing prayers to her email, she "found" an option that was less than the *** loan over all, with only a $600 premium. She blamed her error on us and said that we never asked for a conventional loan for that property, even though that was the only preapproval letter we had gotten for that amount and she approved the use of that letter for future properties. I apologized and took the blame just to move forward. I actually called a therapist after the 2nd time our loan was suspended the day after we were scheduled to close because more documents were needed, which made us in breach of contract again so our seller backed out a 2nd time. I was ready to give up when our seller backed out a 3rd time 2 days after our scheduled closing date because our loan officer sent an inaccurate group email to our whole team including the seller's agent illegally disclosing private information, stating the amounts we owed on certain accounts, our DTI, and credit score, which were all inaccurate. She also stated that we didn't have the required funds to be approved- but we had those funds. We're traumatized, and still scared to celebrate 2 days after closing.

On June 2nd I had e-mailed Mr. Jason *** to provide feedback regarding my experience closing a loan with one of his direct reports (both positive and negative). I requested if there was a way to have a portion of my loan fee refunded for the negative issues I encountered (note: one of the issues I had resulted in me having to pay an additional wiring fee that I shouldn't have had to pay - that said, my original GR officer tried to pay it back to me with a personal check. I didn't want to accept that and wanted the Company to reimburse me for it). I said something along the lines of "I know this might not be typical, but I would like you to take this request this into consideration". Mr. ended up replying back after a few days (June 4th) and told me that he appreciated the feedback and that he was using all of my feedback to be a coachable moment for the person I worked with. Fair enough. Lastly, Mr. indicated that he was going to talk with his customer service team to get an answer on my request for a rebate on the loan fee. This was June 4th. So over the course of the next three weeks, I emailed and called for updates and I kept getting replies many days later via email (he refused to call me for some reason). Each email was "I'm working on it" or "Give me a few more days". He strung me along for about 3 weeks. Eventually, I got a call from the Customer Care team on June 25th and talked to a guy named Louis (the customer care agent). I'm like, huh? Maybe they're going to have an answer for me. Customer service rep was confused when I asked him about the rebate on my loan fee. He ultimately said my email that I sent to Mr. was forwarded to him and he just wanted to let me know that they appreciated the feedback and they were going to make this "coachable" (I feel like this is some kind of standardized company policy language) moment. I go back and forth with Louis explaining why I think there's a bigger issue here. I explained the entire scenario just detailed above, and finally asked why he was just now getting to me? Here comes the kicker... Louis said the ticket was only put in TWO days prior to him calling me (Remember, Mr. emailed me on June 4th, told me he was contacting customer care which means Mr. sent the request in on June 23rd). Luis said they weren't even aware of my request related to a rebated loan fee either. Adding it all up, everything seems to sound like Mr *** didn't want to deal with my request, continually lied to me about a resolution over the span of 3 weeks, and has since never e-mailed me back after bringing this up to him. Despite the fact that Mr. refused to respond to me anymore, I also keep getting automated messages from his e-mail account to make sure everything is going smoothly. It's truly appalling to see how the SVP of Guaranteed Rate can act. Do yourself a favor and look for another lender. On 9/12 I receive a letter indicating that my Home Owners policy has lapsed and that the company is going to buy insurance on my behalf. I just pulled my closing document which shows the 12 month premium that I paid for (verified online). This company is absolute garbage. Run Away !

Guaranteed Rate is horrible. They discriminate, they do not underwrite to Government guidelines set for by HUD. They are rude and condescending. They out and out lie. The charge exorbitant fees, they do not care if they make a family homeless due to their lies. This company is by far the worst. I was dealing with Liz S who is supposed to be some seasoned originator. unfortunately, she had no idea what she was doing in structuring the loan. I asked her to set it up weeks prior as a 203(k) and at the last second she told me we didn't have time. I inquired about the exorbitant fees being charges, she never bothered to contact me back. The loan opener Mary was clearly a bigot as I am disabled. She kept brown beating me for information she did not need. She did not verify two years of my employment, she did not verify that I was attending school two years prior to that, and I had been working full time earning a great salary that was supposed to be used to qualify. Going from part time to full time work is totally acceptable according to guidelines. I did change positions during the process, however, it should have had no bearing on the financing because it was in the same line of work, I was earning more wages and there was no 30 day gap. Once I started that position, I felt it was not the right position for me. As I had numerous offers, I decided to pursue one of the others, again totally within guidelines. I did not meet the 30 day gap threshold again. They continuously asked me for paperwork that they did not need, and then I was told that they weren't even using that income. I paid a ton of money for this purchase and they dropped the ball by not following FHA guidelines which I took the liberty to have emailed to me directly from FHA. In speaking to FHA, he agreed that I was 100% correct. I have a complete 2 year employment history as I am still working a part time job, I have 2 complete years of schooling prior to that. Therefore, there is no Gap in employment whatsoever. Mary was condescending and rude. Guaranteed Rate cares nothing about meeting contingency and due diligence dates. They even neglected to verify previous employment as it is stated by FHA. There was no reason for denial other than discrimination. I spoke to a person named Christopher *** who out and out lied stating they took my part time position into consideration. I asked him to read me where the part time employment was from. He could not because they did not have that information, and they did not consider it. He is a bone fide liar. I then spoke to his boss who wasn't much better and didn't care that he made a family of a single mother and 4 girls homeless. They literally do not care. This is all due to discrimination and underwriting the file improperly. I had been asking for about 2 weeks for the approval, finally I just received a denial with the reason bein temporary employment. what was temporary about my employment and guidelines state you can use temporary employment to qualify, therefore, that would have been a moot point. Bottom line, is they are all a bunch of heartless, cold, uncaring people who do not underwrite according to guidelines. They do not care if they just cost the borrower their home and they don't care that they did not follow protocol, they will not turn the denial around even after being proven to be wrong. And Liz the big wig still has yet to contact me. i am not holding my breath. This place is a serious joke! The loan officer needs to be punished by losing her license to originate, and the underwriters should be stripped of their DE certifications as they are misusing them. There is a reason Guaranteed Rate was recently sued by the FHA for 15K. Get used to it, I am coming for you as well for punitive damages, and my disabilities have been exacerbated due to this whole ordeal.

Our closing was scheduled for April 16 - 45 days after our offer was accepted. The couple of days leading up to closing, we had no word from *** on what the status was of our loan or if we would make closing. Finally, the day before we were supposed to close, our *** team told us there was an IT glitch in the system where the underwriter couldn't give us the clear to close (for some reason, the credit reports weren't pulling properly). They said it should be fixed in a couple days and we would be able to close early the following week (April 20th was the estimation). The next week comes and we are receiving no updates unless we are following up via email or phone calls constantly. Our *** team says that they can't solve the IT glitch and the problem is being escalated through a host of higher-up managers. 1 week after our scheduled closing, our *** team says that they have a work around to bypass the IT glitch and that they are pursuing that to get the clear to close asap. Now it's the week of April 26th and we still are barely getting updates from the team on where the status of our loan is at after they told us they had a workaround. Towards the end of this week, our *** team says that the IT glitch has been solved and they have resubmitted the application to underwriting. The fact that they resubmitted the application electronically after saying a week earlier that they were pursuing a workaround tells me that they actually did *** pursue a workaround, otherwise I think more progress would have been made. On April 30th, a high-up manager calls me and says *** is very sorry for all the delays and that he is overseeing the process personally to make sure we reach the clear to close by the following week (week of May 3rd). He says that all *** needs is an insurance document from our *** and they will be good to go for closing out the loan. Next week arrives (May 3rd) and we ask for an update to ensure that they got the *** document, which we believed to be the last item since that's what *** told us. Well our *** team then told us that they actually never confirmed the employment verification for my co-borrower and that they needed that first before we could clear to close. Imagine our surprise at this news that we were now 60+ days into this loan process (and 3 weeks past our original closing date) and they never bothered to confirm my co-borrower's employment. I checked my record and they confirmed employment with my employer on March 10th so I'm really confused on why it took *** an extra 5 weeks to confirm the other side. So *** faxes us the employment verification, which basically just lists the employer's name and asks for salary numbers (something you think could be verified through the 3+ months of pay statements that we have been sending over to them), and we fill it out and return it to them on May 4th. We also checked with my co-borrower's *** department and they said that they never received an earlier request for verification. At this point, we are done with our *** team because they have just been giving us a new excuse each week, dragging us along. We start pursuing a different lender who told us they could get us to closing in 10 days and actually *** and spoke to us for close to 2 hours, outlining each and every detail of the loan, process, and timelines we should expect from them over the next 2 weeks - what a breath of fresh air to feel like someone actually cares! We tell our *** team that we are pursuing a different lender on May 5th and that we do not want to proceed with our loan with them anymore after what they put us through (keep in mind that at this point, I'm about to be homeless in a week because I have no house to move to and my current lease is ending). The *** team does not respond for 48 hours to our email even though we're clearly upset. When they do email us back, they tell us that they "think it's best for us to stay with them" for the loan. We tell them No, we are moving on. Come to find out on the afternoon of May 7th that the *** team went forward with processing our loan anyway and they email us saying we have FINALLY reached the clear to close, only after we tell them that we don't want to use them anymore. Our attorney asks the *** team for an actual letter confirming that the loan does in fact exist, as we really cannot trust what they tell us anymore. After discussing with our attorney and real estate agent, we decided to go forward with the closing with *** out of good faith to the sellers who had been patient up to this point waiting for us to get the loan finalized. TRUST ME when I say that me and my co-borrower still did not want to go with ***, even though they gave us the clear to close. We wanted to go with the other lender, even if we were going to be slightly delayed. But ***, the fun does not stop there - after we reach the clear to close, we ask *** to give us some sort of credit on the lending fees after delaying us for over 3 weeks even though none of the delay was our fault. Our loan specialist says that he will reach out to his manager to see what they can do and that he would expect that they could take off $900-1000 of the $1140 lender fee. He comes back next day and says that corporate limit is $325 and that's the best they can do. I'm incredulous at this point. $325?! I told him this was ridiculous and another slap in the face by ***. Our other lender was going to give us $550+ off just because they felt bad for us! I asked to speak with his manager directly to sort this out. I receive a call from the manager later that day (***) and she *** seems like she had no idea what was going on these past several weeks. If you're a manager, and you've been telling us that you've been working with higher-ups to try and get this loan processed asap, how do you *** KNOW what our story has been at this point?! Anyway, I tell her everything that has happened and how we are getting an offer from our other lender of $550 off because they're just taking pity on us at this point and that I think it's ridiculous that *** cannot do better. She tells me that *** has been giving us a credit already because they have not been charging us for the finance/interest rate extension requests up to this point. YOU GOTTA BE KIDDING ME! I told her that I find it funny that they think it would be okay to charge us extra fees in the first place if *** is the one delaying the process and we are just being strung along! She seemed to realize then that that was a good point and said she would look into additional credit and get back to us shortly. We didn't hear back from her. We didn't know there was a credit applied until the day before closing when they finally sent over the final CD. They matched the $550 credit that the other lender was going to apply. We finally reached closing on May 13th, nearly 1 month after our original anticipated closing date and 70+ days after starting the loan with ***. Needless to say, we will never recommend *** to another person who is looking for a loan financer.

To Whom It May *** am writing to you in regards to a supposed "escrow shortage" in the amount of $6,200 from Guaranteed Rate. This has been an ongoing issue for a year, and my mortgage payments went from $1,719 to $2,243. I have made numerous calls and spent countless hours on the phone trying to resolve this matter, but I keep getting the runaround. I have proof from the tax assessors office, which I had emailed Guaranteed Rate that they did in fact receive the funds, but did not apply them to my account. Today, they tell me that my mortgage has been transferred to ***, and when I had called Chase, they have no information about my loan. I reached out to my loan officer today (***) in a lengthy email explaining everything in great detail with names, dates and payment history and requested a call back, but instead was cc'd to my email which he forwarded to "***" asking her to look into this "complicated situation." I need resolution asap, because I cannot afford to pay $2,243 a month. I am getting the runaround and today when I requested the corporate number to Guaranteed Rate was told I would receive a call back from ***, but to write an email as well. The forwarded email to *** was the reply that I received, not a phone call like I had requested. I am asking that you resolve this matter for me because I am not getting any help, assistance or acknowledgement from Guaranteed Rate.Thank You,*** My loan number is *** and the owners are myself and my mom.

My wife and I have tried and tried to resolve this with GR to no avail. I've now resorted to making a formal complaint so that someone will listen. I am a retired military veteran, and received 100% disability rating from the VA. Due to the rating, I am exempt from taxes in the state of Maryland. This was not the case when we purchased the house, the rating came one month after. Upon notifying GR, and providing the state issued exemption paperwork, I requested an escrow analysis to be completed off cycle. I was told the process would take 4 business days. This was now 2 weeks ago. I have called (and my wife as well) numerous times requesting an update or status, in which I get told something different every single time. "It's almost done", " call back in 2 days" , "the supervisors computers aren't working today", and finally "yes it's complete, here's your new payment amt and your refund is XX. I will send a follow up email." That email, of course, never came. I then called back again, in which another supervisor only wanted to tell me I would still owe taxes in Sept and everything I heard before was incorrect. Our escrow sits with a balance of 4 months of payments that are not due to the state, and by the way, the tax office rejected the previous payment after they received the paperwork from the VA for the exemption. I also requested another supervisor to call me back, nothing. My wife then called the customer service department as directed before filing this complaint, we were promised a call back, and again, that did not happen. I am appalled at the way GR treats their customers, muchless disabled veterans.

Guaranteed Rate Inc. is my current mortgage company, and they took possession of my mortgage loan on September 17, and this includes an escrow account. At that time, Guaranteed Rate incorrectly entered the wrong monthly escrow amount to be paid. Guaranteed Rate is currently charging me $2,037.03 per month, and according to the mortgage agreement that I signed, my estimated monthly payment would be $1,711.75. I first brought this to Guaranteed Rate's attention in October . I was told that Guaranteed Rate could not perform an escrow analysis within 2 months of acquiring my loan. I have since called several times starting on November 3rd, and I have spoken to several supervisors at Guaranteed Rate. Each time, I am told that this issue will be fixed in the next couple of weeks or days. So far, I have spoken to the following supervisors and this issue has not yet been corrected: Kia on 11/3, Leon on 11/24, Eidith on 12/23, Jeanette on 1/4, Sherie on 1/5, and Jennifer on 1/7. Jennifer most recently told me that my payment amount would not be corrected until my March payment because, "The homeowner needed 2 months to be notified of the price change". I am the homeowner. I was notified by Leon on 11/24 that my new payment would be $1698.99, and I agreed to this amount. I am concerned because Guaranteed Rate is essentially stealing from me, and consistently and continuously telling me that they will fix it in the next X weeks, but nothing is changing. Despite the fact that Guaranteed Rate insists that I will be refunded the extra money I am paying each month, I cannot afford to keep paying this extra.

We were given a Covid Relief 90 day mortgage relief for our loan, and Guaranteed Rate has now continued to *** us 90 days late on our loan, rather than putting the payments at the end as agreed for the covid deferment. *I emailed Guaranteed Rate on 4/11, 5/22, 6/17, 10/23, 11/16 and have placed calls numerous times. I do not get any response on emails other than "we are working on it", and when I call each time they agree that they are recording incorrectly and will submit for it to be fixed and show our payments up to date, with the 90 day covid deferment added to the end of the loan. *We have been sent several financial information packets asking us for our bank statements and pay stubs, I filled one out but then realized it was for a modification, which we do not want, and I discussed this at length with the loss mitigation team by phone last year. Again, they agreed we were send the packet in error and would be granted the correct deferment process. *On 4/8/22 Guaranteed rate sent us an Extremely *** package asking us to sign documents with a notary to modify our loan from a Loss Mitigation Specialist named ***. We have never spoken with *** be returned no later than 4/23/22". We never asked for a modification. In this letter we are urged to sign a new contract that will extend the life of the loan, increase unpaid balance of the loan, and lower our credit score. We are told that if we do not sign this, "collection and foreclosure actions" will continue. *We legally asked for and received a covid deferment, and there is no reason that Guaranteed Rate should be reporting us delinquent, forcing a loan modification, or threatening us with foreclosure.

Guaranteed Rate notified me by mail that my loan was to be transferred to Chase effective 11/01 - In their letter they stated that they would still be accepting payments on the loan until 10/31. I made a loan payment with guaranteed rate on their servicing website that was scheduled to post prior to the cutoff date of 10/31 mentioned on the letter I was sent. I noticed in early November that the payment never came out of my bank account. Guaranteed rate said to me (I have Chat Transcripts) that the payment would be processed by Chase. (it never was) Around 1/19/2022 I discovered Guaranteed rate was reporting a 30 day late payment on Transunion and Equifax. I reached out and was instructed to send documentation to Guaranteed Rate which I did. I received a letter stating they would be researching the issue. Now 02/04/2022 Experian is showing a 30 day late. Unfortunately these late payments have affected my ability to purchase a new vehicle. I reached out to Guaranteed Rate today to try gather more information and was told on the phone there is no department I can speak to directly to resolve this asap. I also was told I have to start a new investigation for the Experian 30 day late status. I have completed this new investigation request. I also did further investigation and now the agent is confirming my payment was scheduled to Draft before it would have been 30 days late, but they are stating it was cancelled because "certified funds" were required. This was not mentioned on the Letter I received stating we could make payment until 10/31. Also the online payment system allowed me to schedule a payment. It was then cancelled with no notification to me. And no chance to resolve. I am not at fault and i would need this corrected ASAP. I do not have 30 days to wait.

I received a delinquent tax *** in the mail on Sat, 2/6/22 dated 1/20/22 from ***. The notice states if balance in full is not received by 2/20/22 (a Sunday) that a lien will be issued and it goes against my credit. This has been confirmed by *** in the delinquency deparment for the *** office. That is totally UNACCEPTABLE. This is the first time in my entirely life that I have ever received a tax *** because I was not raised to pay bills late and I never have. Guaranteed Rate did my refi back in May/June. I have been in this house since 2007 and not one *** has ever been late and no tax bills that were due to be paid from escrow was ever paid late by the previous lender. I am extremely upset so I called immediately this morning at 830a est in which I was put on hold by CSR to get tax division on the line. When she came back to the line, she said thank you and disconnected me, so I had to call back again. I finally got someone on the escalation team *** ID#STCCA who states they will have to research what has happened and try to get this paid as soon as possible. She states she will send a email for this to be escalated. However, the escalation resolution date she has provided me is 2/15/22. The payment needs to be received at the *** office no later than Fri 2/18/22 because the due date of 2/20/22 is on a Sun. I refuse to have ANY form of negativity on my credit report due to lack of required service by Guaranteed Rate. I have a blemish free credit report and intend to keep it that way. This tax ***, per *** was due in Sept 2021 and never paid. However, Guaranteed paid the *** tax *** on 12/1. So why was one paid and not the other? I need explanations and guarantees that this will be resolved and will not happen again. All I can do per Guaranteed Rate is to wait out the escalation period when mail takes weeks to be delivered. The *** is $772.62 + interest $16.09 = $788.71.

Since refinancing with Guaranteed Rate in August , it has been a nightmare. First there was a non-payment of my home's wind and hail insurance that resulted in a brief cancelation of my policy because they claimed they had no record of it. It was the same policy I had with my previous lender, was included in the closing documentation, and is a required policy in my locale. Their claim was false. I resolved this only by being on the phone for nearly 40 hours with customer service representatives to properly enter the insurance policy into my escrow and try to send a check overnight to my insurance provider to keep the policy active. Though it was promised to send payment overnight, the check was sent in the regular mail and resulted in the aforementioned brief cancelation of my policy. With the wind and hail policy finally properly applied to my escrow, Guaranteed Rate conducted an escrow analysis to assess any potential escrow shortfalls associated with that addition. Examining the escrow analysis, I noticed that my property taxes were incorrect. In fact they were nearly $1,000 more than what they should be. That error caused the calculation of my new mortgage payment to be nearly $250 per month more than it is currently. I wouldn't have refinanced if that was correct. So, beginning in late January , I have spoken to numerous customer service representatives to fix the issue. I provided them with my 2020 county tax bill as requested and kept being told a resolution would happen in 3 business days. I have been hung up on, told to "prove it", and told that the third party vendor that does the taxes says its correct even though it is not. I've spoken to my county and they advised that mortgage companies should use the 2020 tax bill as a basis for analysis. I've spoken to my mortgage broker and he indicated that it appears the property tax number used in my analysis is actually the hazard insurance number from my closing documents. This error needs to be fixed.

On August 27, I purchased and closed on a home with Guaranteed Rate as my lender. My first payment of $1253.66 was to commence on October 1. On September 29, I mailed my first payment to Guaranteed Rate was agreed. I received a letter dated October 4 stating that the serving of my loan was being transferred, effective October 19, meaning that after this date, the new server would be collecting my mortgage loan payments and that nothing else about my loan would change. The letter further advised that U.S. *** was my new servicer and that they would begin accepting payments on or after October 19. I contacted U.S. *** at *** and was advised that they didn't have any record of the loan being transferred in their system. I contacted Guaranteed Rate and advised them of that what I was told by U.S. *** and to find out if they had received my payment. I was told that they hadn't received my payment. I checked with my Bank and was advised that my check had been deposited by Guaranteed Rate on October 7. I advised Guaranteed Rate of my findings and was told that they had received the check. I also advised Guaranteed Rate that I was tax exempt and that my account should reflect the change for my future payments. On October 5, emailed a copy of my tax exemption to Guaranteed Rate as instructed. I was also told that they no longer my loan and that they would forward the information to the new servicer. I called both companies to no avail and both companies said that they didn't have my loan and that loan numbers provided were invalid. I received a letter from Guaranteed Rate dated October 4 advising me that of my last payment and escrow. However, both parties still stated that they didn't have my loan to except my payment. I received two letters from Guaranteed Rate mailed to my old address advising me that they were from the collections department.

In October, I purchased a house in ***, *** and financed my mortgage through Guaranteed Rate of *** with ***. I got notice early in 2021 that my mortgage would be transferring to Chase on March 1. February 16, I got a check in the mail from Guaranteed Rate with a notice that there was a surplus from my escrow. I sent *** and his team an email and asked about the check. I explicitly suggested my concern that our escrow was not correctly analyzed in the transfer and that perhaps the check was mailed by mistake. He asked his servicing department to look into the issue for me. I heard back from the servicing department on March 9 and was told by the servicing representative, "I was advised by the *** that the amount given back to you was correct. I also confirmed if the amount received will hurt you down the line, or cause any shortages, and she confirmed that it would not." So I cashed the check. Fast forward to about a month ago, I got a letter from my *** policy that it was about to be cancelled due to non-payment. I reached out to Chase and they said they didn't have the policy, so I got it added with them. Fast forward to 2 weeks ago and Chase notifies me my escrow is short $1600, for the currently due and recently paid bills. I'm given the option to pay it all at once or start paying an additional $300/month on my mortgage. I emailed *** and his servicing *** to re-open my case from February. They admitted in that email that they missed my wind policy in the escrow analysis. I asked them to issue a check to Chase for the amount missed and they will not. Their incompetency and carelessness has cost me tremendously and I shouldn't have to pay for their mistake. They make money off mortgage transfers, and now I'm owing for their mistake. It's crooked; they might as well have stolen from me! I am asking for the balance of my escrow shortage on my current mortgage due to their negligence and ineptitude.