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:11/02/2022

  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 entrusted this company when my father passed away & was looking for a more stable, economic balance in my life. I couldnt have been more wrong. I was lied to from the get; paid fees I knew I didnt have to pay; entrusted in a person who often was out sick. Even to this day, as I write this reviewstill no call back from anyone. Im a police officer. A single mom who was looking to secure my future & was screwed so badly it actually set me back financially. This is an awful AWFUL awful company and I wholeheartedly regret the day I even entertained them. *************************-youre a lousy sales person and I resent the day I ever gave you and your s*** company a chance!

  

  Business Response

  Date: 11/07/2022

  Dear ****,

  My name is *********************** and I am the Sr. ********** Specialist at Royal United Mortgage. On behalf of Royal United, I regret that you did not have a pleasant experience with our company. I have reviewed the details of your loan, and it appears there were a few issues that came up during the process

  1. When we started the mortgage application, your credit report reflected a $100K line of credit that you stated was your mothers account. It was not represented on the credit report as a mortgage or HELOC, but when we got the title work back it suggested it was a HELOC. Your loan advisor asked you about it and you confirmed it is a HELOC, but it is your mothers. Unfortunately, it had to be paid off since it is a lien on title and attached to your credit. The increased loan amount and debt-to-income ratio presented issues obtaining valid findings with our automated underwriting system.

  2. There was a misunderstanding regarding assets. In an attempt to strengthen your loan application, we looked into adding asset reserves to your loan. In a discussion with your loan advisor, you stated you are receiving funds from an insurance policy due to your father passing. The addition of the assets allowed us to proceed on the loan, but then we ran into issues obtaining proof of the assets because it has not been disbursed yet. Because we could not show proof of assets on hand we had to remove them from your loan file, which again left us trying to come up with a structure that worked.

  3. We had issues obtaining meeting minutes from the property management company. There are many guidelines we must follow when lending money on a condominium. We are required to obtain a condo questionnaire and any additional documentation required as a result of the questionnaire. One of those items is meeting minutes from the board for the prior 12 months, which it appears there was confusion around and caused a delay in processing your loan.
  

  These issues led to difficulty getting your loan approved,but your loan advisor worked very hard and spent a lot of time trying to find solutions. He was looking into setting up your loan as FHA to see if we could get it done that way when you asked to withdraw your application. At that point, the loan advisor stopped attempting to find solutions, as you stated you were going with another lender.

  Could you please provide more information about the fees you were charged that you believe you didnt have to pay? I would like to look into any fees you paid above and beyond the fees for the appraisal and condo questionnaire (if applicable), as those are the only fees that should be collected prior to closing.

  All that said, I acknowledge that the communication could have been better throughout the process. We had members of multiple departments working to find solutions to get your loan closed, and with so many moving parts the loan advisor failed to properly communicate the issues and what we were doing to resolve them. I understand you placed many calls to your loan advisor, one after another, on a day he was out of the office. I am confident that he would have answered had he been in the office, but he should have given you contact information for his supervisor in his absence. On behalf of Royal United, I apologize for the lack of communication.

  While I understand your frustration, I assure you that we made every attempt to complete the loan for you. Unfortunately, while we were still working on solutions to get the loan done, you informed us you wanted to withdraw your application. We have withdrawn your loan, at your request, and stopped work on your loan file.

  If you have any additional questions, please feel free to reach out to me.

   

  Regards,

  ***********************
  Sr. ********** Specialist

• Initial Complaint

  Date:10/30/2022

  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.

  Lending tree sent my information over to this "company" yesterday around 2pm. They have continued to call me over and over 20+ times and every 20 minutes. No matter how many times they are told no, hung up on, sent to voicemail, or blocked, they just keep calling. They have used 19 different numbers after each one before gets blocked. They have continued to called outside the legal hours and just won't stop harrassing me. I will never use this company and I will actively work to ensure nobody else does either. I will leave similar reviews with every known review company until the harassment stops! Absolutely despicable business practices and clearly an ongoing issue with countless people like me that were looking for a quote.

  

  Business Response

  Date: 11/03/2022

  Mr. ********,

  My name is *********************** and I am the Sr. ********** Specialist at Royal United Mortgage. It appears Lending Tree matched you with our company on 10/29/22 and representatives from Royal United started reaching out to you shortly after. It seems our calls went unanswered until 10/31/22 at 9:14am ET, when you spoke to one of our loan advisors and asked to be put on the Do Not Call list. On behalf of Royal United, I am sorry that our attempts to connect with you regarding your interest in a home loan caused frustration, as this was never 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. I have confirmed that you were added to our Do Not Call list on 10/31/2022, as requested, so you will not receive any more unwanted communication from Royal United Mortgage.
  

  
  Regards,
  ***********************
  Sr. ********** Specialist

• Initial Complaint

  Date:10/27/2022

  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 submitted a general inquiry for a HELOC online at 7:30pm last night with some mortgage website and this mtg company called me three times between 7:00am - 7:30am this morning. I was still sleeping! Horrible way to start the day. And they called from three different phone numbers and locations. It should be illegal to call that early!

  

  Business Response

  Date: 10/28/2022

  *****,
  
  My name is *********************** and I am the Sr. ********** Specialist at Royal United Mortgage. It appears you submitted your information on Lending Tree on 10/26/2022, and Royal United is part of the Lending Tree network. On behalf of Royal United, I am sorry that our attempts to connect with you regarding your interest in a home loan caused frustration, as this was never 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. I have confirmed that you were added to our Do Not Call list on the morning of 10/27/2022 when you asked, so you will not receive any more unwanted communication from Royal United Mortgage.
  
  Regards,
  ***********************
  Sr. ********** Specialist

• Initial Complaint

  Date:10/11/2022

  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 have received 18 calls from this organization within the last 14 hours. The first call was last night at 8:16pm EST, the second was 6 minutes later, the third was 7 minutes after that. Today, the calls started at 7:41am EST and continued repeatedly, some as few as 1 minute apart and as far as 39. I reported this to the Do Not Call Registry. This is an offensive use of Robocall. I have not applied for any type of mortgage services recently. I own a home in **.

  

  Business Response

  Date: 10/13/2022

  ********************,
  
  My name is *********************** and I am the Sr. ********** Specialist at Royal United Mortgage. I apologize that our phone calls caused frustration. We received a mortgage inquiry from Lending Tree with your phone number, but it appears incorrect information was provided by the consumer that made the inquiry. I have confirmed that your phone number has been added to the Do Not Call list. Again, Im sorry this error occurred and resulted in unwanted calls.
  

  If you have any additional concerns or questions, please feel free to reach out to me.
  
  
  Regards,
  ***********************
  Sr. ********** Specialist

  Customer Answer

  Date: 10/13/2022

  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 understand that the phone number was provided in error. The response provided by Royal United did not include any statement that it would refrain from contacting me moving forward. I would like this stated outright. No future contact of any kind --- calls, emails, text, or mail. Any organization that justifies calling customers that often from 28 different phone numbers is questionable.
  
  Regards,
  
  *********************************
  

  

  Business Response

  Date: 10/14/2022

  Royal United Mortgage has placed your phone number on our Do Not Call list and will not contact you again.

   

  Regards,

  ***********************
  Sr. Compliance Specialist

• Initial Complaint

  Date:10/05/2022

  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.

  They call outside legal marketing hours. ***** is 9a-9p. 629a - ************ 657a - ************ 658a - ************ 704a - ************ 714a - ************ They also call repeatedly and would not cease and desist as requested. Complete and total lack of regard when I would tell them no and to add me to do not call. They would just keep going forward with their script.

  

  Business Response

  Date: 10/13/2022

  ************,
  
  My name is *********************** and I am the Sr. ********** Specialist for Royal United Mortgage. On behalf of Royal United, I am sorry to hear that our attempts to connect with you regarding your interest in a home loan caused frustration, as this was never 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 as soon as they submit their online request.
  
  As for our phone calls being placed outside legal marketing hours,this is actually not the case. Royal United Mortgage is aware of the regulations in place at both a state and federal level, and is confident that it complies with all provisions of Chapter 302 of the ***** Business and Commerce Code (the ** Business Code) and the Telephone Consumer Protection Act (TCPA)regarding telephone solicitation. Per the ** Business Code, supervised financial institutions are exempt from regulations regarding telephone solicitation. Additionally, because Royal United receives express written permission to call each of its prospective borrowers when they submit their information online, its actions are not considered "telephone solicitation under the ***** Therefore, many of the TCPAs provisions regulating telemarketing activities also do not apply to Royal United.
  
  Regarding you not being added to the Do Not Call list, I confirmed you were added to the list on 10/5/2022 at 7:59am EDT (6:59am CDT) at your request. Please understand that it can take some time for the system to update and reflect in *** status, which is most likely why you received additional calls after being added to the *** list.
  
  Again, on behalf of Royal United, I regret that our attempts to speak with you about your interest in a home loan upset you. This was never our intent, and it appears your number was placed on Royal United's internal *** list quickly once we learned that you did not wish to receive further calls.
  Please feel free to reach out with any additional questions or concerns.
  
  
  Regards,
  ***********************
  Sr. ********** Specialist

  Customer Answer

  Date: 10/13/2022

  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.]
  
  I feel the business needs to teach their employees about respect. When someone says not interested, stop. Do not ignore them. I would never allow my associates at my place of business to treat customers in such a disrespectful manner. Calling people at 6:00 is insanely early. Not everyone works 8-5p. Your team woke me up repeatedly. They called about 10 times, all after 6:00 and before 7:00am. All different people. This is not an acceptable business practice. You need to be able to assign a lead to ONE person, not multiple. I will make a note to advise people to never use your place of business with this type of disrespectful business practice. Unless changes to the business are made, no solution will be accepted. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:09/20/2022

  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.

  This company has been calling everyday harassing me, up to 21 times in one day, from 7am CST since 9/13/2022. They have used numerous different phone numbers which I have blocked and I have asked them to remove my phone number from their list. They continue to call and email everyday as of 9/20/2022. THEY BE MUST STOPPED!

  

  Business Response

  Date: 09/21/2022

  *******,

  My name is *********************** and I am the Sr. ********** Specialist at Royal United Mortgage. It appears you submitted your information on Lending Tree on 9/13/2022. Royal United is part of the Lending Tree network, which is why you have received calls from us. On behalf of Royal United, I am sorry that our attempts to connect with you regarding your interest in a home loan caused frustration, as this was never 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. With that said, I do understand you asked to be added to our Do Not Call list on 9/16/2022 and continued to receive calls and communication from Royal United. I have provided feedback to the individual you spoke to regarding the importance of adding people to the Do Not Call list when requested. I apologize for the additional communication, and I have confirmed you are on our Do Not Call List. If you continue to receive calls from our company, please feel free to reach out to me directly. 

   

  Regards,

  ***********************
  Sr. ********** Specialist
  ************

• Initial Complaint

  Date:09/13/2022

  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.

  On or around ********* I was contacted by Royal Mortgage about being able to assist me with obtaining a Cash out Refi/Mortgage on my home. During the initial consultation i informed their representative that i was currently remodeling my home and needed assistance with completing it. The rep agreed and stated that Royal United Mortgage could assist. I agreed to the terms and signed paperwork to move forward with an appraisal which I paid for. After the appraisal inspection The Rep reached backnout and stated i needed to finish up with some repairs and I needed to have these done with 120 days and then the rep stated that they would approve the loan. During sometime throughout the process the rep was terminated or quit from the company and my file went dormant is how this was explained by another rep. I called Royal United to Get an update on the process and was directed to another representative who said to send over pictures of improved repairs and they could move forward. I sent these over numerous times. I was told that this was being reviewed and they would contact me Now the company is not returning any of my calls, or emails they issued false statements, made false promises, I was transparent with every detail of the process they have cost me thousands of dollars of renovations I wasnt looking to complete in such a ****** manner and they still have not honored their terma agreement of communication or customer service. Also they refuse to speak to me resolve this issue.

  

  Business Response

  Date: 09/19/2022

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

  
  My name is *********************** and I am the Sr. ********** Specialist at Royal United Mortgage LLC (Royal United). I have reviewed the details of your loan, as well as the communication between you and our loan advisors. I agree that you were transparent with the condition of the home up front. Our loan advisor should have asked some more questions at that point, to determine whether additional work needed to be completed prior to the appraisal taking place. Ultimately,the first two loan advisors assigned to your loan were separated from the company while your loan was in process, which led to a disconnect. However, it was a requirement that the work be completed prior to having the appraiser come back out to confirm the property was brought up to as-is condition.Unfortunately, in the review of the bank statements you provided more issues came up regarding occupancy. The underwriter noticed multiple transactions in a different state, which brought up occupancy concerns. When asked about it, you were honest in your response, stating that you spent a month away from the property while recovering from a procedure. Unfortunately, there is an FHA requirement that you must occupy the property for 12 consecutive months prior to a refinance. Our records indicate you spoke to ********************* on August 31st regarding your concerns and what was needed to proceed. He spent time communicating with the underwriter to see how we could get your loan completed, but unfortunately the occupancy piece was a hard stop for us. ***** stated he would follow back up with you once you had occupied the property for 12 months, and attempt to get your loan done at that point.

  Because of the miscommunications in the beginning of the process, I can offer you a full refund of your appraisal fee. I apologize for any confusion caused by loan advisors that are no longer with our company, and hope that we can still help you with your lending needs once all requirements are met to complete the loan. If you have any questions, please feel free to reach out to me.

   

  Regards,

  ***********************
  Sr. ********** Specialist
  ************

• Initial Complaint

  Date:07/26/2022

  Type:Delivery 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.

  Canceled the loan before an appraisal was ordered trying to get anyone at this company to talk about refunding my appraisal I've sent text after text, call after call an no response. As a veteran an senior citizen I think this is awful.

  

  Business Response

  Date: 07/28/2022

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

  My name is ***********************, and I am the Sr. ********** Specialist at Royal United Mortgage. It is my understanding that you had requested to withdraw your loan and have your appraisal fee refunded to you, but have since decided that you would like to proceed with the loan. I believe an appraiser has already been assigned, and his contact info provided to you. If this is not accurate, please feel free to reach out to discuss. We look forward to helping you with your lending needs.

  
  Regards,

  ***********************
  Sr. ********** Specialist
  ************
  

• Initial Complaint

  Date:07/20/2022

  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.

  Used LendingTree to have HELOC's quoted. Received a call from Royal United on 7/13/22. The first person I spoke with was ******** He took information from me - how much was I looking to take out, value of my home, amount owed on current mortgage and then quickly proceeded to ask if he could have his loan specialist pull my credit. I was hesitant and stated I did not want my credit pulled unless it was a viable option. I asked if he could quote me starting rates for a HELOC before pulling my credit. He stated that he could not but based on the numbers I had shared Royal United would have no problem giving me a loan. I agreed to my credit being pulled and he said a loan specialist would call with options. I then received a call from ******** the loan specialist who immediately told me they couldn't offer me a loan. I asked why, she said my Loan to Value was not where it needed to be, and quickly got me off the line. I did some research/calculations - she was wrong. I called her back. She then told me it was because my credit score was too low (a new reason). I asked for my credit score - which I already knew and she told me a score that was 200 points less. I said that cannot be correct, asked for her to send my score. She did and was incorrect. I called her back and was given a third reason why they couldn't give me a loan. I asked to speak with her manager to file a complaint. I spoke with ***** who gave me a whole other ring around so when I asked to file a formal complaint for unfair and deceptive practice she stated ***************************** would call me and he never did. I do not want others to fall to unfair practices like I did. Royal United needs to train their employees properly. I also believe not calling a customer back when they asked to file a formal complaint is incredibly unprofessional.

  

  Business Response

  Date: 07/29/2022

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

  My name is ***********************, and I am the Sr. ********** Specialist at Royal United Mortgage. I apologize that the communication was unsatisfactory. Royal United takes great pride in the level of customer service we provide, but your experience did not meet the expectations we have for our team members.

  The person you initially spoke with is a new loan apprentice who is currently going through our corporate training program. With that said, he should have had his supervisor review the information provided to estimate the equity in your home prior to pulling your credit. I'm sorry ******* and ***** did not properly communicate the reason we could not complete a loan for you. In my review, it appears you do not have enough equity in the home, after factoring in loan fees. I apologize that you were given several reasons, and that you were misquoted your credit score. We have taken steps to prevent this type of inaccurate communication in the future.

  We have engaged our corporate trainer to ensure our team members are given better education going forward, and are able to properly communicate prior to pulling credit. I would like to thank you for providing feedback, as we take it seriously and use it to improve our processes and communication. I have submitted a request to have your credit inquiry from Royal United reversed. You should see it removed from your credit within 30 days.

  Again, on behalf of Royal United, I apologize for the poor communication and experience you had with our company. It is not how we normally operate, and it has been addressed. If you have any questions, please feel free to reach out to me.

   

  Regards,

  ***********************
  Sr. ********** Specialist

• Initial Complaint

  Date:07/12/2022

  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.

  June 2022, paid $600 for an appraisal for a loan and cannot get the report of said appraisal. I do believe this is a scam and would like the money paid back!

  

  Business Response

  Date: 07/13/2022

  ****************** and **********************,
  
  My name is *********************** and I am the Sr. ********** Specialist for Royal United Mortgage LLC (Royal United). I regret that you believe this is a scam. I assure you it is not.
  
  After reviewing your loan file, it was determined that your loan could not be completed due to title seasoning. ********************** was our client, and the only borrower on the loan application. After review of title, it appears ********************** was added to title by way of deed on 6/9/2022. Per federal guidelines, the property must have been purchased or acquired by borrower at least six months prior to the disbursement if the new mortgage loan. Due to this requirement, Royal United could not complete the refinance at the time.
  
  As for the appraisal, I apologize a copy was not sent to you when we received it. I sent you a PDF copy of the appraisal to the email on file. Please understand that the appraisal is paid directly to the appraisal management company ****** and Royal United does not hold any proceeds from the appraisal fee to issue a refund. The appraisal is yours to use and keep for your records.
  
  Again, on behalf of Royal United, I regret we were not able to complete your loan at this time. Please feel free to reach out with any additional questions.
  
  
  Regards,
  
  ***********************
  Sr. ********** Specialist
  ********************************************************************