ROYAL UNITED MORTGAGE LLC

2017-02-01

TX

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: Royal United Mortgage contacted me ( by phone ) and we discussed a Re-fi with cash out on a home that is in my name, but my son lives there and make the pymts. I explained I wanted his name along with mine on the new mortgage, so I was told 'no problem ' .After taking my personal info. and asked to forward my income tax for 2 yrs., I can no longer make contact with XXXX , assit.AVP of Lending XXXX w/Royal United Mortg . Does not return calls, plus I have found that it is not even possible for that type of loan to be done in Texas. So I am not sure what damage I have endured as yet, I know she has a lot of my personal info.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Disputed: No Timely Response

2017-01-12

Bellflower, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-08

Milwaukee, WI

Incorrect information on credit report

Credit reporting:

Information is not mine
Complaint: I applied for a loan with a loan advisor XXXX at Royal United Mortgage XXXX on XX/XX/XXXX for myself and wife to pay off our investment property I sent over copies of 2 years of tax returns XXXX our drivers license copies of both residence bank statements and all our loans and credit cards information thinking that we would be approved for the loan from XXXX who mentioned it sounded like he had approved the loan. After all the transaction of trusting this guy he called on XX/XX/XXXX and told me that the loan was denied.My main reason for this complaint is after applying for that loan XXXX some how added my wife information onto my credit and added my information on hers causing both of our credit scores to drop extremely low I would like to know if this legal or is this considered fraud.Thanks
Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-21

Milan, IL

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: We started a refinancing with Royal United Mortgage XX/XX/XXXX we sent all required documents. Paid to have house appraised XXXX We were told in would take 30 days refinancing process and not to worry about our XXXX house payment because it will be finished by end of XXXX! Well today is XX/XX/XXXX and we still haven't heard anything positive from our loan officer!! And we have been late on our XXXX house payment and playing catch up on our XXXX payment! Our loan officer keeps giving us the tune around that he's working on it! If we didn't qualify why didn't he he just tell us that!! We are very disappointed we had estimates done on our bathroom and garage plus some bills were suppose to get paid off. This waiting has really put us being as far as mortgage payment being late!!!
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2016-12-12

Jupiter, FL

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I was seeking to refinance my current home mortgage. I looked at several companies and received Good Faith Estimates from a handful of lenders. One of those lenders that was under consideration was Royal United Mortgage. The loan officer is named XXXX XXXX. On XX/XX/2016, I was contacted by XXXX XXXX after visiting XXXX and requesting information on possible lenders. After reviewing the estimate he provided and comparing it to other offers I had, I chose to go with a different lending company. There had not been a closing. I notified XXXX XXXX of my decision via email on XXXX XXXX, 2016. I then received a letter in the mail on XX/XX/2016, from my XXXX homeowner 's insurance stating that on XX/XX/XXXX, Royal United Mortgage had amended my insurance to delete my current mortgage company ( XXXX ) and added themselves as my mortgage lender. This was completed without my knowledge and without a formal closing on the loan. I do not know what other changes to my other accounts they may have made. I do not feel that this was ethical or professional for them to make these changes prior to closing on this loan. I have notified XXXX XXXX in writing that I am livid over this matter ; that I will not be using his company 's services and that they must undo whatever changes to my accounts that they have made.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-23

Littleville, AL

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-11-02

Mill Creek, IN

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: My dad was trying to refinance his house so that my husband and I could make repairs to the home and live there. We tried for the FHA. I told the representative that the bathroom needed to be gutted, the home was old and my dad did n't take care of the house. The loan would cover all of the repairs and increase the value of the home. During my conversations with the representative I was never told repairs would have to be done before receiving the loan. He assumed the condition of the home and did n't think he needed to specify. We were denied and I lost about {$500.00}. That 's a lot of money to lose due to miscommunication. He was not thorough with his information and did not inform me of everything I would need to know for the process. I called to speak with him today. As I was asking to speak with someone else he hung up on me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-25

Dupont, IN

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: My credit report show different addesses and names on it that did not belong to me. If was sent to me through Royal Untied Mortgage, LLC. For a XXXX XXXX XXXX Mortgage loan. Was suppose to close on loan around begining of XXXX. What do I do Next?
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-19

Rochester, NY

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: This complaint concerns gaps in communication between my loan officer XXXX XXXX of Royal United Mortgage I have been approved for a refinance of my property at XXXX XXXX XXXX and have complied with all the requirments in terms of submitting XXXX, etc. He does not return phone calls or e mails. I am in limbo so I am not sure if it is thumbs up or thumbs down. If it is now thumbs down I can quit wasting time and go to another lender
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-13

Pittsburg, TX

Settlement process and costs

Mortgage: Home equity loan or line of credit

Complaint: XXXX closing was done by a notary that did n't have a clue what the documents were that he was having me sign. Could n't answer any of questions. When I asked a question all I was told was I do n't know that is where you have to sign and if you do n't sign then the loan ca n't be closed. I was told all documents would be explained and I was told that if I submitted a voided check the funds would be direct deposited to my account, which I submitted but funding day some of the funds were wired to a holder of a previous home equity for a payoff ( which is fine ), The next day I received cashier checks made payable to companies for me to forward, which caused my pickup payment late and on funding day the cash out funds were wired to my account which caused an incoming wire fee that was not disclosed to me. The loan officer that was assigned to my account has stopped communicating. Apparently since he got his commission he is done with my account. I tried to email Royal United Mortgage to find out who I could discuss this with but my email was returned as blocked.
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-08-24

IN

Application, originator, mortgage broker

Mortgage: VA mortgage

Complaint: I tried to get a refinance home loan from Royal United Mortgage XX/XX/XXXX. It was a VA refinance home loan. There was a problem with the VA that I did not know about. XXXX XXXX was the guy I was working with. He called me told me about the problem. I was scheduled for an appraisal that day. I asked him if he had cancelled the appraisal he said he did. They showed up at my house. I had them do the appraisal because XXXX XXXX told me he could get me another refinance loan. I called him after the appraisal was completed told him it had been done so we could go forward. He never returned my call or my text messages. When he first called me that day he talked nasty to me and told me that it was about time I finally remembered I should have told him earlier. I told him the only I remembered was the date he had given me I did not know about the problem with the VA. He has never returned my calls or text messages to help me get another refinance. I am out {$400.00} to these people. I got my home refinanced somewhere else I had to pay for another appraisal. These people will not return my calls or texts or emails. I also emailed the headquarters in XXXX. This guy is in Illinois. My credit score is XXXX. When XXXX emailed me the paperwork from the VA I called them was told I owed about {$23000.00}. But I could get a VA loan if I wanted more money. I do n't want to do that. Continued to try to contact XXXX XXXX and Royal United Mortgage headquarters. No answer. These people owe me {$400.00}. Was wondering if you could please help me XXXX XXXX XXXX XXXX.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with monetary relief

Disputed: No Timely Response

2016-06-17

Lk Buena Vis, FL

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: Yes Timely Response

2016-04-24

Abilene, TX

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I was dealing with Royal United Mortgage. A woman by the name of XXXX XXXX leaned on me for about 3 weeks to have an estimate on my house, XXXX assured me that I would be on a fixed 4.25 % interest rate. After I spent {$430.00}. on an estimate ( she also lied about the cost ) ; they upped the interest rate to 5 + %.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-03-15

Fort Worth, TX

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I am in the market shopping for a refinance to cash out on some of the equity to pay off higher interest debt and remove MIP. I want to shop lenders on the cost to close. From what I understand if lender pulls my credit report, they should be able to provide me Loan Estimate. I originally went through my current mortgage lender and received paperwork showing cost to close, etc. This offer did n't pan out due to bank later telling me they ca n't offer cash out in Texas due to not having a physical presence there. While putting my intention out for refi via lending tree, I received calls from XXXX XXXX XXXX # XXXX @ Royal United Mortgage XXXX # XXXX. After going through all the details which I believe involved running my credit, XXXX began boasting on how much he would save me. The object here is not what lenders are saving me, but what refinancing & cashing out equity with MIP would save me. XXXX provided a proposal document with offering - however it left out all pertinent lender costs. While we reviewed his document on the phone, I asked him for a breakdown of the costs. I explained I am shopping for best deal ( costs to refi ) and would like to use document such as Loan Estimate to compare. He immediately said he could n't provide the documentation because it was a government/legal document that would hold him accountable to should the market change. He sounded irritated - said he could only go over those costs on the phone.I also referenced that its the advice of the CFPD to get Loan Estimates and shop lenders for best deal .Is this one of the reasons the change happened in XXXX 2015? To hold lenders true ( as possible ) to the loan proposal against what occurs when closing? He also tried to steer me away from the topic and tried pointing me to links on the lender reviews. I responded, " how different has the rates/costs been in the last 30 days? '' I also referred to the CFPD advice on getting Loan Estimates and shopping. He ended up telling me I was n't being smart for asking for this. I hung up on him. Once they run your credit ( regardless of charging credit report fee or not ) and gathered all pertinent details on myself, should n't they be able to provide Loan Estimate? Please let me know if my understanding is mistaken around getting a Loan Estimate document from a lender.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-12-08

Elco, PA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-09-29

Liverpool, TX

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: I was charged {$470.00} appraisal fee. Royal United Mortgage emailed me all terms related to loan. They were informed this is a permanently fixed manufactured home. Before and after appraisal I was never contacted by co. Had to seek them out to find they did not want to go thru with loan. My credit rating is XXXX. My income is sufficient. The loan I have is FHA. I would like the appraisal fee returned.
Company Response: Company chooses not to provide a public response Closed with non-monetary relief

Disputed: Yes Timely Response

2015-09-29

CA

Settlement process and costs

Mortgage: Home equity loan or line of credit

Complaint: I applied for a {$35000.00} Home Equity Loan. I told them my husband had XXXX andthat I have a Power of Attorney done through our lawyer at the very beginning. When we got to closing they insisted my husband had to sign the loan documents with the Notary. Once that was done I 'd have the money in my bank account on XXXX/XXXX/15. On XXXX/XXXX/2015 they called me and said the Notary was uncomfortable with my husband understanding what he was signing so the title company denied my loan. The only way I could get the loan was to get a letter from a doctor stating my husband understands what a home equity loan was and that he knew what he was signing. I told them he does n't know and no reputable doctor would do that. So I spent weeks on providing paperwork and was assured everything was fine for nothing and I have to start over again with another company. I needed the money to move as my husband 'XXXX two hours away. I just do n't understand when I worked so hard getting them every document they requested.
Company Response: Company chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2015-09-08

TX

Application, originator, mortgage broker

Mortgage: Home equity loan or line of credit

Complaint: I applied online for a HARP loan and received a phone call from ( RUM ) Royal United Mortgage. After verifying my credit score, mortgage payment history, and income, XXXX XXXX XXXX informed me that Royal United Mortgage would finance my mortgage which is at 6.99 % to 4.3 % in less than 30 days. I was told that certain debits would be paid with the cash advance, and I would not need to make a mortgage payment until XXXX, 2015. After electronically signing what I thought was my loan agreement, I was told I needed to pay $ # {$390.00} for an appraisal. After the payment of the appraisal cleared my bank Royal united Mortgage stated they could not do the loan. I DONOT believe RUM had any plans of refinancing my mortgage. I searched on line for complaints against this company and found many, many other consumers complaining about being denied after paying for an appraisal. I sent an email requesting a RUM return my {$390.00} and that I was filing FRAUD against them with my bank. How can this company prey on consumers like this. I am a retired senior and {$390.00} is a lot of money for me. XXXX XXXX
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Untimely Response

2015-08-04

Mill Creek, IN

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I decided to re-fi with Lending tree. I was called by Royal United Mortgage and started the loan process. They quoted 3.25 interest rate. They requested the usual info, 2 yrs taxes, XXXX 's, XXXX 's, bank statements and social security info. I took pic 's of all that with my phone and sent it to XXXX XXXX. Over the weeks I would talk to a XXXX also. He would request info I had already sent and I would have to send it again. I was told the appraisal would cost {$390.00}. So I paid it. Then I was told another {$130.00} because it 's a duplex. Paid that too. Then I received a email on some of the paper work and noticed my interest rate was now 3.50. When I called I was told it was n't locked in because they were waiting on the appraisal to come back. I was ready to cancel everything but XXXX XXXX called and gave me the 3.25. He failed to mention that would cost {$4500.00}. I was also told to expect my escrow from XXXX XXXX XXXX to be mailed to me as soon as they were paid off. That did n't happen. XXXX XXXX told me 2 weeks later that they notified Royal united they would deduct the escrow from my mortgage balance. Someone failed to tell me. Even the closer told me to watch for the check. I called XXXX XXXX right after closing and ask for a hard copy of the appraisal for my records. He promised to send it right away. That was 3 weeks ago. A few days after closing XXXX rec 'd a letter from Social security. It seems XXXX XXXX opened up a online account in my name. Why? XXXX XXXX said it was to verify my amount I rec 'd every month. PROOF. I had sent them XXXX items of proof. # 1, awards letter stating what I would be receiving for 2015. # 2 XXXX from S.S. # 3, bank statements # 4 taxes. What more proof was needed. He told XXXX XXXX I gave him permission. THAT DID N'T HAPPEN. I went with their mortgage co. in blind faith. I had never heard of them but they were tied with Lending tree who is well known. They took advantage of that. I am almost XXXX yrs old. I have never had such a nightmare with a mortgage company like Royal united. Now when I call there, they wo n't answer. That 's why I 'm taking this next step.
Company Response: Company chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2015-07-06

AL

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: We started the process of a refinance with cash out on XXXX. We were told that royal united mortgage could close the loan in 7-10 day. XXXX XXXX said he was confident that we would close close to XXXX. Since that time I have been met with false promises and excuses as to why we have to push the closing back a few days. I 've had to fax them the XXXX XXXX times! After the XXXX time, I ended up going to the local IRS building to obtain the transcripts myself. Every day we were held up on some form that I had already faxed them. Every week on Monday, we were told we 'd close by friday ... Now 7-10 days has turned into almost 45 days. The customer service was stellar to begin with .... now as my frustration grows we 're being treated to annoyance and disdain. It seems like they were great until we were committed to this loan. Now I ca n't even get a straight anewer on if we 're closing with an attorney, a title company, or a notary. I just keep hearing, " no worries, we have companies that we work with regularly ''. This is just all around BAD BUSINESS!
Company Response: Closed with explanation

Disputed: No Untimely Response

2015-03-03

Mc Kinney, TX

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-02-27

Aptos, CA

Application, originator, mortgage broker

Mortgage: FHA mortgage

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-02-11

Piedmont, AL

Settlement process and costs

Mortgage: Conventional fixed mortgage

Company Response: Closed with non-monetary relief

Disputed: Yes Timely Response

2015-01-28

Onekama, MI

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-01-23

Columbus, OH

Application, originator, mortgage broker

Mortgage: Home equity loan or line of credit

Company Response: Closed with non-monetary relief

Disputed: No Timely Response