ComplaintsforRoyal United Mortgage, LLC

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  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,

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

• Initial Complaint

  04/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have paid 400 for a home inspection for a refinance of my house .The person I have been working with promised me that it would be done last week and now today asking for information needed Which I was told no more information was needed and loan would be completed .I would like my 400 dollars refunded and they should have a **** that their business practices are skewed and very unprofessional.

  

  Business response

  05/20/2024

  Hi ******************,

  My name is ***********************, and I am the Assistant VP of Compliance at Royal United Mortgage. I apologize for the delay in responding to your complaint. I reviewed the details of your loan, and our records indicate we closed the loan for you on 4/29/2024. I'm sorry if you received conflicting information regarding what was needed to complete your loan, but I assure you we would not ask for any documentation that is not needed to approve your loan. Please understand that we must underwrite our loans in line with federal regulations, and sometimes that requires additional documentation. I am happy that we were able to resolve any issues and complete the loan for you. If you have any questions, please feel free to reach out to me.

  
  Regards,

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

• Initial Complaint

  04/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had to have an appraisal done for the refinance of my house. I paid for it, appraisal was completed. Royal United refuses to send me a copy. I believe I am legally *********** a copy.

  

  Business response

  04/18/2024

  Hi *****,

  My name is ***********************, and I am the Assistant VP of Compliance at Royal United Mortgage. I reviewed the communication and I am unable to locate any refusal to provide you a copy of your appraisal. The inspection took place on 4/8/2024, and the final appraisal report was made available to us by the appraisal management company ***** on 4/10/2024. Our records indicate a copy of your appraisal was emailed to you on 4/13/2024, but I have also attached a copy to this reply for your convenience.

  Per CFPB Regulation B (CFFR *******), a copy of an appraisal must be provided no later than three days prior to consummation of the loan, or in the event that the loan is not consummated, it must be provided within 30 days of the lender knowing that consummation will not occur. Please understand that a copy of your appraisal was provided to you three days after we received it, within the timeframe set by Regulation B.

  If you have any questions, or if I can assist with anything else, please feel free to reach out to me.

  
  Regards,

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

  Customer response

  04/18/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I receive multiple phone calls daily from various phone numbers for Royal **** Mrtg with the 317 593 or 317 597 prefix I have not inquired about a mortgage so I dont know why or understand why they are calling me Ive asked them several times to remove my number and stop calling my phone and it continues its annoying and harassment. This matter will be forwarded to The ***********************

  

  Business response

  04/09/2024

  Hi ******,

  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. 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. I confirmed that the phone numbers listed in the screenshot you provided are no longer owned by Royal United Mortgage. We are currently working with the phone carriers to have our company name removed from the phone numbers we no longer own. If you continue to receive calls from these phone numbers, I recommend you answer and ask to be placed on their internal Do Not Call list. I apologize for any inconvenience and confusion as a result of this unfortunate circumstance.

  
  Regards,

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

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I filled out an inquiry with lending tree to check comparative mortgage rates. The following morning I received a barrage of calls from ******* numbers starting shortly after 7am and they havent stopped.Im not sure Royal United is aware of this, but prospective customers do not want to receive 10 calls in a matter of hours. Its insane and by far the worst Ive experienced of any company my information was shared with by Lending Tree. Please put me on your do not call list immediately.

  

  Business response

  03/27/2024

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

  My name is ***********************, and I am the Assistant VP of Compliance at Royal United Mortgage. I'm sorry that our attempts to reach out to you regarding your interest in a home loan caused frustration. I assure you that was not our intent. I confirmed you have been added to our internal Do Not Call list, so you will not receive any more communication from our company. Please feel free to reach out if you have any questions, or if there is anything we can do to help you.

  
  Regards,

  ***********************
  Royal United Mortgage LLC

  Customer response

  03/27/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  03/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *************************** ************** from Royal United Mortgage company has been calling and texting me repeatedly to obtain my signature for approving a reverse mortgage on my parents home.I told her in December ********************************************* She then texted me and I asked her to stop.Now in March 2024, she called me 6 times within one day. She then texted me multiple times with the last text offering me $41, 500. What is this? She continued to text me even after I sent the "STOP" response to the text. She responded that she "prays that I get all of the information, so I do not regret". I then received yet another text 10 minutes later saying that she isn't harassing me that there are new developments that I need to be aware of. Why is this unsolicited harassment allowed? This must stop. Are there not consequences for businesses that do this? Do I not have rights? I have never been in contract with this company nor do I owe them anything. This is not acceptable.*********************************

  

  Business response

  04/18/2024

  Hi ******,

  My name is ***********************, and I am the Assistant VP of Compliance at Royal United Mortgage. First, I would like to apologize that you received unwanted communication. Please understand that you opted out when you texted "Stop", but you followed up with another message, which opted you back in. I understand that you would not like to be contacted anymore, and I ensured you are still opted out of the texting service.

  Royal United was working with your mother, ***************************, to complete a cash-out home equity loan, however, it was discussed that you are listed on the title to the home. In order to complete the transaction, we would have needed you to either sign the closing documents as an owner of the home or sign a deed to release your title rights. ******************** was willing to provide you with $41,500 from the proceeds of the loan if you agreed to release your title rights, so the transaction could be completed. In an effort to make it easier for ************************************** reached out to you directly to see if you would agree to the arrangement. Please understand that we only reached out to you at the request of ********************.

  As stated previously, you were opted out of the text communication manually after you replied back. You will not receive any more communication from Royal United Mortgage. I apologize for any inconvenience caused by our attempts to get the loan completed for ********************.
  

  Regards,

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

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received over a dozen calls within 15 min of submitting info request for a potential loan. I finally answered 1 of the calls to tell them to stop harassing me and was still reviewing calls from them while on the call. I was assured I was removed from their call list but received another call 3 minutes later. I have blocked all of the different numbers but who knows if they have more. This company should have to address this issue to keep it from happening to anyone else. This is ridiculous.

  

  Business response

  03/18/2024

  ******,

  My name is ***********************, and I am the Assistant VP of Compliance at Royal United Mortgage. I'm sorry that our attempts to reach out to you regarding your interest in a home loan caused frustration. I assure you that was not our intent. I confirmed you have been added to our internal Do Not Call list, so you will not receive any more communication from our company. Please feel free to reach out if you have any questions, or if there is anything we can do to help
  you.
  
  Regards,
  ***********************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  last year around November late November 2023 I was looking for an equity loan. My house was paid for. I wanted to reverse mortgage united Royal royal united mortgage company had called me and I never called them. I did some research and found out they fished me out. they said it was good. This was this this was that and I could get one but they did all the paperwork got all my information said they have to do a FHA loan and Im like whats that same as what youre getting I wanted to reverse mortgage they did not give that to me. I wanted to take out ****** to do some home repairs by the time Loan was done it was up to like $57,000. I didnt know what I was getting into they went too quick like I said Im 62 I got a bad back Im on retirement and they filled in a lot of extras and said they were doing that I would get full refund of all things I had to pay for like the final fees $7500 altogether by the time I got the loan it was about ****** after they said they pay off credit cards and everything well they sent me checks I I was the one that had to mail them out. It was a true headache for me , my credit went down from 700 to 500 now its 61 500 they never paid Citibank off and Ive had problems with them ever since they wont leave me alone. *** asked ******** to leave me alone. Ive asked well United mortgage and their banks to help me with us nobody lifting the hand they got paid they did their thing more or less their same blank you im looking for an attorney to *** them and thats what Im having trouble finding because Im not rich Ive lost my fianc of seven years because of this I have a half remodeled bathroom because of this they are terrible company and I dont like them and they take elderly and I wish to have all my friends back at their expense. Can you help me find a lawyer this is not right of them and somebodys got to do something to stop these mortgage companies. It was supposed to be reversed mortgage for people over 62. Elderly, age 62.

  

  Business response

  03/20/2024

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

  My name is ***********************, and I am the Assistant VP of Compliance at Royal United Mortgage. I have reviewed the details of the mortgage transaction we completed for you, and I do not agree with your assessment. I'm sorry that you feel like you were wronged in any way, but I assure you we were trying to get you in the best financial position possible.

  While you were originally looking for a reverse mortgage, we advised we did not offer that product and you agreed to let us show you loan options that would accomplish your goals. We completed an FHA loan for you with a base loan amount of $50,000 ($50,875 including up front mortgage insurance). With the loan we originated for you, most of your debt was paid off and you were provided the cash you needed to complete the home repairs. Witha  majority of your debt paid off, you are now saving hundreds of dollars per month compared to your previous financial situation. Checks were issued to you equal to your reported account balances at the time the loan closed. Our records indicate Citibank was paid as part of this transaction. As discussed, the check would have been provided to you to forward to the creditor. If **** has not received the funds and applied them to your account, I would be happy to assist with getting that resolved.

  Please reach out to me if you have any questions.

   

  Regards,

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

  Customer response

  03/20/2024

  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

  02/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I swear if I get another spam call on Royal United Mortgage one more time I will scream! I have been getting COUNTLESS calls from different numbers for almost a month now and they try to call me every **** minutes! Im not even a house holder yet! Please stop this from happening!

  

  Business response

  02/12/2024

  Hi *******,

  My name is ***********************, and I am the Assistant VP of Compliance at Royal United Mortgage. I would like to help with your issue, but I am having a hard time locating you on our lead list. Could you please provide some additional information so I can get you added to our Do Not Call list?

  What phone number are you receiving calls from Royal United Mortgage at? I have tried the phone number provided in this complaint, as well as the name and email address, but nothing is coming up in my system.

  
  Regards,

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

*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. ↩