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:11/07/2024

  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.

  In October, I contacted Zillow Home Loans and was connected with ***** ***  I advised I was looking for a home as I am going to be taking a new job and be moving. I explained I would like to move prior to beginning my new job. At no point during the application process was I informed they would need pay stubs from my new employer prior to close of escrow or that they were charging me $6000+ in fees to lock in an interest rate. They have deliberately lied by not being forthcoming from the get go. Further, when I told them they do not need my paystubs as it’s not a requirement for a FHA loan, I was told I could find another lender if I wanted to. I was accused of being rude and cursing at him when my husband heard the whole conversation and I did no so thing. Closing disclosure attached showing the $6000. Also, they are not including property tax in escrow nor did they advise properly on the homeowners insurance. Homeowners insurance is required day of closing, not prior to!

  

  Business Response

  Date: 11/25/2024

  Zillow Home Loans, LLC. acknowledges receipt of the above referenced complaint sent by your office that was received on November 7, 2024 on behalf of consumer **** ******. 
  In their  complaint they listed the following information:

  In October, I contacted Zillow Home Loans and was connected with Brian Ko. I advised I was looking for a home as I am going to be taking a new job and be moving. I explained I would like to move prior to beginning my new job. At no point during the application process was I informed they would need pay stubs from my new employer prior to close of escrow or that they were charging me $6000+ in fees to lock in an interest rate. They have deliberately lied by not being forthcoming from the get go. Further, when I told them they do not need my paystubs as it’s not a requirement for a FHA loan, I was told I could find another lender if I wanted to. I was accused of being rude and cursing at him when my husband heard the whole conversation and I did no so thing. Closing disclosure attached showing the $6000. Also, they are not including property tax in escrow nor did they advise properly on the homeowners insurance. Homeowners insurance is required day of closing, not prior to!

  The expressed desired resolution was:
  I want them to pay me $400,000 for fraudulent misrepresentation of their services and what I will be receiving, I want payment for mental anguish they have caused, and for a formal apology to be issued for their lenders lying about requirements of an FHA loan.

  Please be assured that Zillow Home Loans takes consumer complaints very seriously, particularly those that pertain to service standards. We strive to take necessary actions to address the facts and circumstances surrounding each complaint thoroughly. Our commitment to high-quality customer care is supported by a comprehensive library of written compliance policies and procedures designed to guide our daily operations, including our investigations and response to consumer complaints.
  While we recognize her frustrations, it is important to clarify several key points regarding our policies and the events that transpired.
  

  Understanding FHA vs. Zillow Requirements:
  Although **** may not have been aware, the requirement for her first paystub as part of verifying her income is specifically a Zillow Home Loans policy rather than an FHA mandate. When she began this process, it was essential for her to understand that applications for FHA loans necessitate the submission of the first paycheck if the borrower is hourly. This policy is designed to ensure our underwriting process aligns with income verification standards.
  

  Communication of Requirements:
  The loan processor communicated to **** on October 23, 2024, that she would need to submit her first paystub. We acknowledge that the loan officer might not have defined this distinctly as a Zillow Home Loans requirement earlier. This highlights a crucial opportunity for us to improve our communication clarity regarding specific policies tied to employment situations.
  

  Emotional Distress:
  **** expressed feelings of emotional trauma due to the situation, citing concerns about potential homelessness. It is vital to note that after being informed by us that we could not move forward with her loan, **** promptly switched to another lender. This action mitigated the immediate risk of homelessness, as she previously indicated she could remain in her home until her loan closed.
  

  Loan Structuring and Cost Transparency:
  The loan officer worked diligently to structure ****** loan to meet her stated payment requirements. He provided detailed explanations regarding all costs associated with the loan, including the origination fee, which while substantial at $6,000, was necessary to accommodate her mortgage payment needs.
  

  Monetary Compensation Request:
  ****** request for monetary compensation is not valid, as there was no financial loss incurred on her part during this process. The procedures followed were in accordance with our policies, and any issues she encountered were addressed in a timely manner. Subsequently, her swift transition to another lender further confirms that no monetary detriment emerged from her experience with us.
  

  In conclusion, while we understand that **** may not agree with our position, we firmly stand by our decision not to offer any monetary compensation. Our policies were followed diligently, and there was no financial loss incurred during her loan process with Zillow Home Loans. We have taken her feedback seriously and will use it as an opportunity to improve our communication and policies moving forward. Although this may not be the resolution she is seeking, our commitment remains to uphold the integrity of our processes while ensuring that clients are informed and supported throughout their experiences with us.
  

  
  

  

  Business Response

  Date: 12/05/2024

  
  ****** contract close date (COE) was initially set for December 10, and she expressed a desire to close sooner in November. **** was transitioning from employment in South Dakota to a new job in North Dakota, with an expected start date of December 16, 2024. Upon reviewing the offer letter submitted on October 23, it was clear that she was being offered an hourly position rather than a salaried one. Per our FHA loan requirements and ZHL's internal guidelines, expected income from a future employer must come from a salaried position to be considered acceptable for loan approval.

  Here's a timeline of the events leading up to the complaint:
  October 21: Loan was initially underwritten.
  October 22: Underwriting conditions were requested, including a request for a paystub.
  October 23: **** sent over the offer letter confirming the hourly position with a start date of December 16.
  October 28: The file was sent in for a partial review, which included income review.
  October 29: The file came out of underwriting with income not being signed off.
  November 4: We requested the offer letter and an escalation review from underwriting management.
  November 5: Underwriting management concluded that the new employment was not classified as a salaried position, rendering the income from the new employer unfeasible for approval.
  November 6: We informed **** of the underwriting escalation decision and provided her with alternative options: starting her new job early and providing a paystub showing 40 hours worked, or postponing the closing date until after the new employment began.
  November 7: **** officially withdrew her application in writing, expressing her disappointment with the outcome.
  

  We want to highlight that throughout this process, we took swift and appropriate actions. Our team’s commitment to **** was evidenced by our adherence to the established timelines and proactive communication. We provided **** with an early decision to ensure she was not left in uncertainty regarding her loan application.
  We sincerely regret that our decision did not meet ****** expectations and understand the frustrations that can arise from the complexities of the loan approval process. Our primary goal has always been to be open, honest, and supportive, guiding our customers to make informed decisions.
  

  We provided **** with options to help move the process forward; however, she chose not to pursue them and made the decision to withdraw her application.
  Given this circumstance, we believe that monetary compensation is not warranted. Our goal is to provide clarity and support throughout the loan approval process, and we understand that our decision may not align with ****** expectations. While we regret that we could not meet her desired outcome, we remain firm in our stance based on the guidelines and requirements that govern our lending practices. We strive to uphold our commitment to transparency and integrity in our dealings with all clients.

  Customer Answer

  Date: 12/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: Zillow has been informed by me that if they wish to rectify this situation and have me withdraw this complaint, they may do so with me personally. However, they appear to not wish to rectify this situation and instead of wish to have me file a lawsuit for damages. Zillow is responsible for some monetary damages. Well, maybe not the full amount I am asking for, they are in fact, responsible for mental anguish at the very least. Zillow has never been forthcoming that they require requirements as part of an FHA loan is that the person be salaried and not hourly. Therefore, dictating that I would need to start my job earlier. Yes, I had initially told Zillow I wished to close earlier if possible. However, when it appeared that that would not be possible, Zillow then forced me to either start my job earlier or move my closing date. I had been informed by my new job that I could start earlier, however, I would have been homeless during that time because our home here in Rapid City is five hours, actually 4 1/2 hours, from my new job location. I did not have any place to stay until I would have got my first paycheck on December 16. December 16 is after my contracted closing date of December 10. Zillow said I had to start earlier or move my closing date. I would have had to do both. My realtor then informed me that the seller was not willing to move the closing date. The seller was actually going to pull the entire deal. I then would have been homeless again or additionally, rather because our home in Rapid City is sold. Zillow was never forthcoming with me with their requirements of an FHA loan until it became a problem. Zillow, if they wish to rectify this situation with me personally and in return, I withdraw this complaint I would be more than happy to do that. However, it appears they wish to have me file a lawsuit and go after them for millions instead of what I feel would be fair and reasonable. Zillow has also expressed that they wish to get me answers. They never have. They claim to work on things, and then they do not tell their people what they are doing nor do they give an update in a timely fashion. Zillow has never apologized for the situation either. I believe Zillow is monetarily responsible for not only mental anguish, but other damages as well because they forced me to find a lender who would work with me and be able to get me into the house like I was contractually obligated to be by December 10. Zillow was not willing to do that. They kept saying December 16. How could I prove a paystub and close on same day? Zillow has very horrible business practices, and that is not even legal.

  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/03/2023

  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.

  Zillow home load is my lender, I paid by first mortgage on 5/15, however they revise it back to me without any reason, and I did not notice until 5/19, then I kept paying my mortgage to them every two days, but it was always not successful, until end of may but keep calling ****** then I find out they transfer me to BSI which I have no knowledge of, was not told and did not even receive any welcome package from BSI , no email no mail to letting me know who and how to pay my mortgage, all these process took time until I realized how to fix it, BSI gave me late notice and late fee charge, which is totally not fair, I demand ****** home loan apologize to me and fix this with BSI regarding my late charge and fee, cause this going to affect greatly impact my credit. when they transfer client to other financial organization they should have the courtesy to told them and who to connect and how to pay the mortgage so client can avoid being charge by late fee as well as bad credit place on them wrongfully !!!!!!! ****** home load are BIG SCAM!!!!! ALSO BSI as well, they completely not able to welcome their new client with correct timeline and manner but to charge them wrongfully with BAD service!!!!

  

  Business Response

  Date: 06/22/2023

  We are working directly with the borrower to remedy this complaint. 

• Initial Complaint

  Date:03/18/2023

  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.

  The process to get the loan (and my business) was quick and easy. Little did I know, they must have done it too fast and screwed up my escrow. They did not put enough money towards it and did not include my flood insurance even though it’s paid through the mortgage and was told it was being included. After a year of having the loan, the escrow analysis shows I have such a great shortage that I have to know pay over $1200 a month more for 12 months!! I will never do business with Zillow again. I emailed the people I dealt with and one no longer works there. The other put it through to an advanced department and within a very short time (about an hour) I received an email saying that everything was done properly and I should contact the company that the loan was sold to.

  

  Business Response

  Date: 03/28/2023

  We have reached out by telephone directly to our borrower and clarified her concerns.  Borrower was satisfied with our response. 

• Initial Complaint

  Date:03/17/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  My Mortgage Broker is Zillow Home Loans LLC. They recently did an analysis on my escrow account, and sent me a letter saying my escrow was shorted and they needed to adjust my home payment from 2432 a month to 3432 a month that is $1000 more I pay right now. I Did some investigating and found out they never paid my home owners insurance from my account, and it was almost overdue if I would not have caught it. I also found out that they paid my fire insurance, which is separate from home owners insurance because I live in ca. So The fire insurance got paid by me out of my personal account and Zillow paid it also out of my escrow account. They were not supposed to pay this. This caused a shortage in my escrow account, making my payment higher. I can not afford to pay this, and this is their fault and they are not willing to help me with the adjustment in my payment until they reanalyze my escrow account which could take 60 days. I had a supervisor tell me I can make a short payment for two months and this would not effect my payment being late. I called to confirm this today to get something in writing and I was told I was given the wrong information and that a short payment would make my payment late. Zillow is not doing anything to assist me with this matter. In two days I have spent over four hours on the phone with them.

  

  Business Response

  Date: 04/06/2023

  We are preparing a response for this borrower, we need 4 more days to complete our research to properly respond. 

  Customer Answer

  Date: 04/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********* and find that you will respond in four days. 
  Regards,
  ******* ********

• Initial Complaint

  Date:01/09/2023

  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 recently purchased a home through Zillow Home Loans. On October 18, the loan estimate listed an appraisal fee of $595 as "Services You Cannot Shop For". On November 8, the Closing Disclosure listed the appraisal fee of $595 to to ******* ********* ************. On November 11, I received a Notice of Change Circumstances Reasons Closing Disclosure with a rate lock extension fee of $125.00 that I did not request. This was added to a new Closing Disclosure, also dated November 11. On November 16, I received a Notice of Change Circumstances Reasons Closing Disclosure with a rate lock extension fee of $375.00 that I did not request, in addition to a increase in the appraisal fee to $725.00. This was added to a new Closing Disclosure, dated November 17. Both the seller and buyer's agents advised me the first appraiser never provided Zillow with the appraisal, causing them to send a second appraiser. This was not the same story I received from Zillow. However, communications from Zillow did confirm that all delays in closing were due to no fault of mine. Zillow refused to reduce or waive the extension fees, even though I did not request them, and I was not the cause of the delay. They also charged me the higher appraisal fee for the second appraisal, even though I had no option to shop for the appraiser, and had no control over the first appraisal not being returned.

  

  Business Response

  Date: 01/26/2023

  We have received your complaint from the BBB. Zillow Home Loans is committed to assisting our borrowers in achieving their home ownership goals. We are fully prepared to provide the clarifications to your concerns.  
  Regarding this concern, "On November 11, I received a Notice of Change Circumstances Reasons Closing Disclosure with a rate lock extension fee of $125.00 that I did not request. This was added to a new Closing Disclosure, also dated November 11." The lock had to be extended from expiring, however, the fee was not ultimately paid by you.
  Additional concerns, "On November 16, I received a Notice of Change Circumstances Reasons Closing Disclosure with a rate lock extension fee of $375.00 that I did not request, in addition to an increase in the appraisal fee to $725.00. This was added to a new Closing Disclosure, dated November 17. " To clarify, the lock was extended again to ensure we had time to close. There is a realtor credit of $375 on the final CD, which was given to cover the lock extension fees. The realtors agreed to cover this fee because the delays were caused by the title company, which was not selected by Zillow Home Loans. The realtors willingly covered this fee, as they recognized that this was not a Zillow Home Loans delay.
  As indicated in the complaint, it was mentioned that both the seller and buyer's agents advised you that the first appraiser never provided Zillow Home Loans (ZHL) with the appraisal, causing them to send a second appraiser. However, the first appraiser contracted to complete this assignment stopped responding. We had to order with a second Appraisal Management Company (AMC), and that appraiser charged a higher fee. ZHL issued a $130 lender credit at closing, to assist in bridging the gap between the first appraisal quote and the second.
  Moreover, the following statement of concern, "However, communications from ZHL did confirm that all delays in closing were due to no fault of mine. ZHL refused to reduce or waive the extension fees, even though I did not request them, and I was not the cause of the delay." The delays mentioned were not caused by ZHL, or any of our vendors. They were not caused by the borrower either. This is the reason why the realtors agreed to cover the extensions.
  In response to this statement in the complaint, customers can never shop for appraisers, it’s a conflict of interest. The lender doesn’t chose the appraiser either, although we do select the AMC. The second appraisal quote was higher than the first, however, ZHL credited the increase on the final CD.
  We are grateful to have the opportunity to review your concerns. Based on our findings, it was determined that a refund is not warranted.

• Initial Complaint

  Date:08/20/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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've contacted Zillow Home Loans with some questions regarding pre-approval for home loan. I was connected to the agent *** **** **** ** ******* on 08/05/2022 and she was able to answer my questions and I had provided her some information about my employment history and salary. I made it very clear that I am not sure whether I want to proceed with my application process. *** *** informed me that to proceed with pre-approval process she will need some additional information which I did not have handy. At the end of our conversation I vey clearly informed her that I will think about providing the necessary info and will be in touch if I decide to proceed with my pre-approval process. Despite all this in the same day of 08/05/2022 I received several notifications from credit monitoring agencies that I had a hard inquiry on my credit report. I had sent a message to *** *** expressing disappointment and surprise that the hard inquiry was performed even before I agreed to proceed with pre-approval process. The reply I received on 08/10/2022 stated that she has a call recording where she is asking for my consent to pull the credit check. On the same day I've requested to provide that call recording, but after that all communication seized completely. I am very disappointed with such lack of transparency and poor communication from Zillow Home Loans. My credit score was affected by that hard inquiry which I did not authorize. I want that hard inquiry to be removed from my credit report and Zillow Home Loans has to complete that.

  

  Business Response

  Date: 09/01/2022

  We have received the BBB complaint, and have made contact directly with the borrower to resolve.  

  Customer Answer

  Date: 09/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** **********

• Initial Complaint

  Date:06/29/2022

  Type:Sales and Advertising 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.

  Zillow Home Loans engaged in deceptive lending practices during a recent purchase of a home at **** *******. Despite knowing in advance that the home was a duplex, converted from a single family home, with a garage apartment, Zillow undercut other lender offers, both in terms of down payment (they offered 20% to another lender's 25%) and in terms of rate (they offered 5.0%, with the ability to buy down to 4.875% for a fee of $650). Once the rate was locked with Zillow and after the inspection report, Zillow reneged on both terms of the locked rate, changing the down payment to 25% (based on the number of units, which they knew ahead of time and sought to obscure from their own underwriter) and changed the rate to 5.25%. After formally complaining, I was able to get the rate back down to 5.0%, but the cost to buy the rate back to 4.875% went from $650 to $2555.76. There are email threads showing Zillow's efforts to make the property look like a single family, as well as various versions of the closing disclosure documents. Further, they tape their own phone calls, where the original $650 point price was shared. I am also filing a concern with the Consumer Financial Protection Bureau. I am requesting a refund of the point different, due to the dishonest business practices, and us being too deep in the process to back out once the terms abruptly changed. The difference, as I understand it, is: $1905.76

  

  Business Response

  Date: 07/12/2022

  07/06/2022
  

  Better Business Bureau

  
  RE: Response to the Complaint from ****** ******

  
  Zillow Home Loans, LLC. takes pride in always giving our customers exceptional customer service during the mortgage lending process. We value each borrowers experience and our goal is to provide a smooth lending transaction. We take all necessary and appropriate actions to fully address the facts and circumstances related to each and every consumer complaint related to our company.

  
  On April 5, 2022, we received the loan application from ****** ****** and ***** ****** for a Conventional 30-year loan for **** ******* ****** ******* ** *****. On May 12, 2022, the borrowers signed their intent to proceed, with the loan locked at 5%. The borrower advised Zillow Home Loans that the property was a duplex, however both parties agreed to move forward with the single family unit, pending the appraisal report. On June 6, 2022, the appraisal was completed, which determined that it was 3 separate units. On June 7, 2022, the loan team drafted a new Closing Disclosure to indicate that the rate and down payment would be affected due to the change in property type. The borrower was notified that the new pricing would lock her in at a 5.25% rate and the down payment would increase from 20% to 25%, due to the appraisal value.

  
  On June 13, 2022, the borrower filed a formal complaint with Zillow Home Loans, stating that we provided incorrect pricing and requested a prompt resolution. Zillow Home Loans contacted the borrower and advised that due to the uncertainty of the property size, we would honor the initial rate lock at 5%, and she would receive a total credit of $3,958.00. The borrower was notified that she was responsible for an additional $34,950.00 or 5% increase on her down payment. The borrower stated that during initial locking at 5% rate, the loan team presented her with the option to buy down to 4.875% for an estimated fee of $650.00 - $675.00 and she requested to revise her Closing Disclosure to move forward at this rate. The borrower was notified that this fee could no longer be honored, as the appraisal report concluded that the property was appraised as a 3 unit property. Borrower was not satisfied with the increase, however, given that the value of the property increased to cover 3 units, it could no longer cost between $650.00 - $675.00 for a buy down.

  
  In conclusion, we honored her initial rate at 5% due to inconsistencies with the property type. We provided the borrower with a total credit of $3,958.00 and she stated that she was satisfied with the decision however, she wanted to move forward with paying to buy down her rate to 4.875% or $2,555.76. The borrower closed on her loan on June 17, 2022 and stated that her concerns were addressed and was satisfied with our resolution.
  

  Please let us know if you have further questions/concerns. Thank you.
  

  
  

  Customer Answer

  Date: 07/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  Zillow Home Loans simply summarized a timeline of events, while leaving out critical details.  They left out the deception on the part of our loan originator, who was told by us the home was a duplex with a garage apartment (3 units).  They left out that she actively requested that information be struck from the first contract with the seller.  Knowing the property had 3 units, the loan originator chose not to disclose to us that both the down payment, rate, and buy-down price could change once the underwriter reviewed an appraisal.  They aggressively beat my next best lender offer up front only to renege later on.  This is a deceptive lending practice.

  I absolutely was not satisfied with the result - that is a false statement and another distortion on Zillow's part.  I was satisfied that the rate came down.  I was NOT satisfied that it cost me more than I was quoted at the time I locked in.  I was NOT satisfied with the increased down payment, which has left us incredibly cash strapped.  I was not in a position to back out when they changed the terms, because I had already paid a large sum for earnest money and the survey.
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 07/22/2022

  07/19/2022

  
  Better Business Bureau

  
  RE: Response to the Complaint from ****** ******
  
  

  We understand that these concerns are important. We have conducted an exhaustive review and presented a response based on factual information. We are held to abide strictly to the laws that govern the Mortgage Industry. We have presented the factors that contributed to the changes in your process in a very transparent and truthful manner. Robust explanation has been provided.
  
  Our management and Compliance have reviewed all the information and there will be no change to our original response.

  Customer Answer

  Date: 07/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: Zillow perpetrated fraud by locking me in to a rate and terms they later reneged on.  They had full visibility of my finances and of the house; I had no visibility of the ultimate terms I was stuck with (Zillow withheld them).  Their response is essentially a snide dismissal of an individual who holds less power than a multi-million dollar corporation with enormous brand recognition.  I will continue to file complaints through every available avenue.  People deserve to be warned of unethical lending practices.  THEY DO NOT HONOR SIGNED AGREEMENTS.