Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They got my information from filling out on the website called lend U, I have been spam called 40 times from different phone numbers from 5:30am till 5pm. I told them numerous times to stop calling and they persist without any regard to my demand. Instead they started calling the next day. I would never do business with them because they are disrespectful.

  

  Business Response

  Date: 04/04/2025

  Hi *****,

  My name is ****** *****, and I am the Assistant VP of Compliance at Royal United Mortgage. First of all, I apologize if our attempts to reach you regarding your interest in a home loan frustrated you. I assure you that was not our intent. Royal United is a company that prides itself on delivering exceptional customer service, and our goal is to make the lending process as quick and as smooth as possible. To that end, we've found that the best way to make ourselves available to our customers is to begin reaching out to them over the telephone when they submit their online request. However, I understand that you asked to be put on our Do Not Call list on the morning of 4/1/2025, and I have confirmed you were added to the *** list shortly after. You will not receive any more calls from Royal United Mortgage. We value your feedback and wish you the best in your search for financing.
  
  Regards,
  ****** *****

• Initial Complaint

  Date:03/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was called at 7:53am CST on March 3rd, 2025. Caller hung up when I answered. I returned the call and got someone, not sure who it was, but I was pretty aggressive with them because they're a mortgage company of some sort reaching out to people prior to 8am on a SUNDAY. The employee and I exchanged words, he told me to kick rocks, and that the unemployment line was open. He ended up hanging up, and then proceeded to call me back to back to back 34 times from 8am, to 3pm CST. (photos attached of phone numbers incoming and times)I also received a text message (photo attached) from the suspected person I was speaking with, and again, my response was pretty aggressive. This employee obviously thinks this is a game. I have never contacted this company, I have no idea who they are, I am in the process of refinancing my house with my CURRENT mortgage company. This place will never, ever, be on my list for use. Whoever this employee was that was acting like a child, should have his phone usage revoked. What a disgusting ********** add to all of this, the company in discussion was filed against in court during year 2021 for this sort of thing. Continued to call consumers who had requested that the calls stop. Placed unsolicited calls prior to 8am. Case # 1:21-cv-21626. State of Florida.This company is awful.

  

  Business Response

  Date: 04/03/2025

  Mr. *******,

  My name is ****** *****, and I am the Assistant VP of Compliance at Royal United Mortgage. I have reviewed the details of the interaction you had with this loan advisor. First of all, I want to sincerely apologize for the way the situation was handled and the loan advisors actions. We are a company that prides itself on our customer service, and I assure you that the loan advisors actions do not reflect the expectations we have of our team members. We take issues like this seriously and will undoubtedly handle it as such. Thank you for bringing this to our attention so we can properly address the problem.
  
  Please feel free to reach out to me if you have any questions or additional concerns.
  
  ****** *****
  AVP of Compliance
  ************

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** at Royal United initiated a conventional refinance loan for us. We bought our lake house on 11/26/24 and had to make several repairs to it since. We decided to go with Royal United to refinance the home for 90k. We spent a week turning in paperwork to them and paid 550 to have the house appraised. Left work early to drive down to the ********** to meet the appraiser on a weekday after work. We were finally told that our loan was pretty much approved but was waiting for the underwriters to set a closing date. After not hearing from them for 2 days. I called *** only to be told that they have to hold off for 3 months due to the 6 mo rule on home refinancings. We already had contractors lined up to do work on our house as we were lead to believe we would be closing within the week. In 3 more months i could reapply and have to pay for another appraisel as they are only good for 180 days. This co has no clue on what they are doing. We gave them alot of personnal information for nothing.

  

  Business Response

  Date: 03/21/2025

  Dear Mrs. ************** sincerely apologize for the inconvenience and frustration you experienced during your recent refinance process with Royal United. We understand how important it is to have clear and accurate information, especially when planning significant home repairs and financial decisions.

  Our advisor, **** was aware that we could complete a cash-out loan within six months of a cash purchase. However, she made an error overlooked the guideline that if the home was purchased with proceeds from another loan, those proceeds must be used to pay off that loan and she apologized to you for that error. This oversight unfortunately impacted your ability to use the cash for your intended purposes and still close the loan quickly, and we deeply regret this error.

  We want to assure you that your appraisal will remain valid until the end of June, so there should be no issue with that aspect of your loan. As a gesture of our apology and commitment to resolving this matter, we would like to offer you a lender credit of $600 if you proceed and close/fund this loan with us in May or June.

  We value your trust and are committed to making this right. Please let us know how we can assist you further.

  Warm regards,

  *** ********
  VP of Compliance/Legal Counsel
  Royal United Mortgage
  **************************************************************************************************
  ************

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking for a home loan and ***** ******* from Royal United Mortgage contacted me about using them for a home loan. I let him know up front that I didn't have money for a down payment or for closing costs. He said he would check on his end and see what he could do. After a couple of days he called me back and said he had great news. He said he found a loan where I wouldn't have any down payment or closing costs and that it would be in the loan. I asked if he was sure and he said yes. He said the only thing I would have to pay is $670 for an appraisal of the house I want to buy. I told him it would have to wait until I got my bonus sometime in June or July. He said that was fine. Once I got the money I sent them the $670 and then they sent the appraisal order. After giving him the money for the appraisal and they scheduled it he called back and said I needed to have 1400 in my checking account or savings account. I told him I didn't have it and he knew it. He said he could work around that. After the appraisal and looking for insurance he called me and said that I had a closing cost of 900 something. I told him you knew I didn't have that and no way I can get to it. I feel like ***** lied to me from day one. If he would have told me from the start I would need $1400 or might be closing costs then I would have said no and not paid for an appraisal.

  

  Business Response

  Date: 12/04/2024

  Mr. ********,

  My name is ****** *****, and I am the Assistant VP of Compliance at Royal United Mortgage. First of all, thank you for your feedback regarding your experience with our company. Please understand that circumstances changed throughout the process, which led to the additional requirements for the loan.

  When you first spoke to *****, he used the best information available to him at the time. I assure you that he did not intentionally mislead you, and had you pre-approved on the **** loan program with no money down. Unfortunately, the estimated value of the home that was provided was higher than the value assigned by the appraiser. Due to the higher than expected loan-to-value ratio, the underwriter required proof of reserve assets, which is why ***** asked for proof of $1,400 in your checking account. However, he was ultimately able to get that requirement waived. It is my understanding that ***** communicated to you that he was able to get around that requirement.

  Unfortunately, the next hurdle came when the homeowner's insurance quote was much higher than anticipated. Based on the estimated value of the home, ***** had originally estimated an $800 annual premium for homeowner's insurance. However, the quote provided had a much higher annual premium of $2,190, which significantly increased the loan costs since we were wrapping the insurance into the loan. The increased premium resulted in the requirement to bring cash to closing to cover closing costs. ***** attempted to find a solution but was unable to find a loan structure that did not require bringing cash to closing.

  While I understand that requirements changed during the loan process, it was no fault of ***** or Royal United Mortgage. We worked very hard to provide you a home loan that fit your needs and met all requirements, but it unfortunately did not work out. I regret that we were unable to complete the loan for you without the need for assets and wish you the best in your endeavors. If you are able to acquire the funds required tby the transaction, we would be happy to assist you in completing the loan.

  
  Regards,

  ****** *****
  Assistant VP of Compliance

• Initial Complaint

  Date:11/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The guy I talked to on the phone (**** *******) flat out lied to me and told me the credit inquiry they were making would fall off my credit report in 45 days.

  

  Business Response

  Date: 11/14/2024

  Mr. *******,

  My name is ****** *****, and I am the Assistant VP of Compliance at Royal United Mortgage. I believe there was a misunderstanding regarding the credit inquiry. For mortgage inquiries, there is a 45 day window in which consumers can shop and have their credit pulled, but it only affects your credit as one inquiry. However, the inquiry is not removed after 45 days. It usually takes around 24 months for a credit inquiry to fall off of your credit report. I apologize if there was a misunderstanding regarding the timing of the removal of the inquiry.

  
  Regards,
  ****** *****

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I specifically told **** ******* that I did not want an additional hard inquiry that would stay on my credit for two years. I was very specific about this and he told me that it would fall off in ************************** to agree to the inquiry. There was not any misunderstanding, he simply lied to me. 
  
  Regards,
  
  ******* *******
  

  

  Business Response

  Date: 12/02/2024

  Mr. *******,

  While I do not believe that to be accurate, I understand you are frustrated that the credit inquiry remains on your report. Please understand that per the Fair Credit Reporting Act (FCRA), a permissable purpose is sufficient to perform a credit inquiry. Since you sumbitted your information to LendingTree, lenders that you were matched with had a permissable purpose to obtain a copy of your credit report. Additionally, when you completed the form on LendingTree's website, you consented to allowing lenders obtain a copy of your credit report. Had you disputed the credit inquiry in a reasonable amount of time, we could have looked into this and possibly resolved the issue for you. However, the inquiry took place over 7 months ago and was not brought to our attention in a suitable amount of time. I apologize, but we cannot have the inquiry removed at this time.

  
  Regards,
  ****** *****
  Assistant VP of Compliance

  Customer Answer

  Date: 12/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  Date:10/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9-24-2024 I spoke with ******** ****** Loan officer at Royal United. We went over my information and the next day we discussed loan opportunities. I signed the paperwork for the loan. Once the paperwork went to the clerk (*********************) everything went wrong! Apparently she doesnt know her job! She would send what she had without reviewing the documents to any checklist to underwriting and wait for a response. This is a big RED FLAG that this person does Not know there job! Items to be clarified requested by underwriting:Why do you have 2 last names? Married and Divorced ( noted by Matthieu)When were you divorced? Two years ago Oct 24, 2024.We need your divorce decree. Sent to ******** and ******** ******.Why was your court venue in *************? Because I was taking care of my father since 2018 who had dementia and was traveling between homes. I had sent as a text and an email also explained to Matthieu, Addision 3 times and ****** as a distress call for help. Additions reply was how do you get to Sugarloaf to ********** all the time thats a long distance and your father is in ****. Excuse me! In the beginning I had gone over my mailing address with Matthieu and a lot of these others items. Matthieu told me he was making notes so every one would know and I would not be asked all these questions. Addition my records are sealed. We had this conversation the first day on the phone. So my Sacramento address my mail goes to the Secretary of the *******************, they go through my mail and then forward the proper mail to me at the proper address to where I am staying. My other P.O. Box is my mailing address for *************. I live in the mountains 6 houses from the national forest the mail men refuse to deliver mail due to the bears and wildlife so we get free mailboxes. The divorce papers need to be certified. I called my attorney and article 1 and 4 along with the signature page will work.Why do you have 2 P.O. Boxes? Help!

  

  Business Response

  Date: 10/24/2024

  Hi Ms. ***************** name is ****** *****, and I am the Assistant VP of Compliance at Royal United Mortgage. I am sorry to hear that your experience with our company did not meet your expectations. I can assure you that each of our team members receives training and are very well-equipped to do their jobs. We take pride in the level of customer service we provide, and each person you worked with did everything they could to get your loan approved. Please understand that there are many federal lending guidelines that we must follow to prevent occupancy and identity fraud. I apologize if you were frustrated with the questions you were asked regarding your address, P.O. boxes, and name variances, but it is necessary to document explanations for our loan file, in accordance with federal requirements.

  Our records indicate that your loan closed on 10/18/2024. I am happy that we were able to get this straightened out and get you to the finish line. Thank you for providing your feedback regarding your experience. If you have any questions, please reach back out to us.

  
  Regards,

  ****** *****
  Assistant VP of Compliance

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by this company need to help me get an equity loan for my home. Im eight years old. I was told I needed to get an appraisal done on my home before I could get the loan. I gave them my credit card information and they charge me $595 on my credit card now to help me to get the loan vice president of office nor was reachable. I believe this company is a scam. I spoke with a *** **** this morning who took down my information and he was supposed to send me my report from the appraiser to three hours ago and I havent received it yet. Im somewhat dont know what to do from this point. Im going to call my credit card company and see if its some kind of way that they can get the $595 back. I dont know if its anything you can do to help me, but I just want to file this complaint against this company because they are wrong. They will continue to do people like this if this is not known To the public Kind regards **********

  

  Business Response

  Date: 09/30/2024

  Ms. *******,

  My name is ****** *****, and I am the Assistant VP of Compliance at Royal United Mortgage. I have reviewed the details of your complaint and your loan file. Please understand that an appraisal is required on most mortgage transactions. Payment for the appraisal was collected from you on 8/21/2024, but our records show it was refunded to your credit card on 9/13/2024. However, it appears the refund may have been initiated by your credit card company. The appraisal management company will most likely investigate and provide documentation showing it was a valid charge, so it may be a temporary credit. Our records show that you gave authorization for the appraisal payment, and you received the services that you paid for. Per the appraisal management company, a copy of your appraisal was emailed to you on 9/7/2024, but I have attached a copy here for your convenience.

  Unfortunately, the appraisal came in with required repairs needed in order to meet HUD guidelines for the *** loan. Please refer to the list of repairs below, which can be found on page 14 of the appraisal report. Royal United Mortgage was unable to proceed on the loan without the required repairs being completed, but we would be happy to continue the loan process if you are able to have the repairs completed.

  1. Scrape and paint garage Estimated Cost to Cure: $500
  2. Repair broken window Estimated Cost to Cure: $50
  3. Repair missing soffit Estimated Cost to Cure: $200
  4. Install GFCI outlets near water (kitchen, bathroom, laundry room) Estimated Cost to Cure: $120
  5. Install missing handrail basement Estimated Cost to Cure: $100
  6. Replace ************************ panel Estimated Cost to Cure: $1500
  7. Scrape and paint peeling paint in basement Estimated Cost to Cure: $1000

  I assure you that Royal United Mortgage is not a scam in any way, shape or form. Our company has helped thousands of our customers save money monthly and put them in a better financial position. It is unfortunate that we were unable to complete the loan for you due to the needed repairs, but I assure you we had your best interests in mind throughout the process. As stated, we would be happy to proceed on the loan if you are able to have the repairs completed to meet HUD guidelines. Please feel free to contact us if you have any questions or would like to move forward with the loan.

  
  Regards,
  ****** *****
  Assistant VP of Compliance

• Initial Complaint

  Date:08/31/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been receiving multiple spam calls from Royal United Mortgage EVERY DAY. I have never done business with this company (and am not even a homeowner). How can I make them stop calling every 2-3 hours and harassing me?

  

  Business Response

  Date: 09/05/2024

  ****************,

  My name is ***********************, and I am the Assistant VP of Compliance at Royal United Mortgage. I understand your frustration in receiving numerous unsolicited calls, however, it does not appear anyone at our company has reached out to you, per our phone records. We were recently made aware of an issue where phone numbers we previously owned are still reflecting our company name on caller ID but are now owned by another entity. We have been working with the phone carriers to have our company name removed from the phone numbers we no longer own, but unfortunately it is mostly out of our control. I recommend you answer the calls and ask to be placed on their Do Not Call list, as they are legally obligated to comply. I apologize for any inconvenience and confusion as a result of this unfortunate circumstance.
  
  
  Regards,

  ***********************
  AVP of Compliance

• Initial Complaint

  Date:06/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Told Royal United Mortgage, LLC the appraisal Co. Wanted ****** to appraise My house. They charge my credit card ****** and I got bill from credit card company ****** Why is ****** dollars added to amount. Not only that they kept adding other projects to keep me from getting a loan

  

  Business Response

  Date: 06/26/2024

  ************************,

  My name is ***********************, and I am the Assistant VP of Compliance at Royal United Mortgage. I have reviewed your complaint and the communication regarding the appraisal fee. On 5/31/2024, you spoke with your loan advisor and were working on completing your loan application. During that conversation, the loan advisor let you know that payment needed to be collected for the appraisal so we could get it scheduled. You asked how much the fee was, and the loan advisor responded that it was $650. You stated that you expected it to be less, and asked if there was any way to have the fee lowered. The loan advisor informed you that it was standard pricing and we do not have control over the cost of the appraisal. You agreed to pay the $650 fee and gave your credit card details to pay it. Please understand that the fee was paid directly to the appraisal management company ****** and no part of the fee was retained by Royal United Mortgage.

  Additionally, you were provided multiple disclosures that detailed the cost of the appraisal. You received a Loan Estimate on 5/31/2024, along with the rest of the disclosures, another Loan Estimate on 6/4/2024, and a Closing Disclosure on 6/18/2024, all of which disclosed the appraisal fee as $650. I have included copies of these signed documents with this response.

  In regards to the statement that Royal United "kept adding other projects", please understand that, as the lender, we are required to underwrite our loans in accordance with federal, state and regulatory requirements. It appears that there were deficiencies with the property that require repair prior to closing your loan. An inspection was also required due to stains on the ceiling in one room of your home, to ensure there are no active leaks or required repairs. Please note that these items were necessary to ensure compliance with property condition requirements. It is my understanding that both issues have been addressed, and we are pending a completion report to confirm required repairs were completed satisfactorily.

  We look forward to continuing to work with you to complete your loan, and will continue to do everything we can to get it closed for you. If you have any questions or additional concerns, please feel free to reach out to me.

  
  Regards,

  ***********************
  Assistant VP of Compliance

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They keep calling me they have called me 10 times in 20 minutes

  

  Business Response

  Date: 05/20/2024

  Hi ****,

  My name is ***********************, and I am the Assistant VP of Compliance at Royal United Mortgage. I apologize if our attempts to reach you regarding your interest in a home loan caused frustration. I assure you that was not our intent. I confirmed you were added to our Do Not Call list on 4/25/2024, and you will not receive any more communication from our company. Please feel free to reach out if you have any questions.

  
  Regards,

  ***********************