ComplaintsforQuorum Federal Credit Union

• Initial Complaint

  03/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a customer of ******************************************************************** for 25+ years and have never had a problem. I have been getting a run around about why my debit card does not work. I replaced the debit card and created a new pin like the said. Again, I tried my debit card and it did not work. After calling them again, the first employee told me that I have an outstanding credit card bill. I told her I dont have any credit card balance, because I checked online. She then told me I had two credit cards. I told her only one account is showing up on my online banking. She then insisted that *i* rewch out to online banking to have second credit card added to my account. I told her that I do not have any credit card like that, but it was clear she did not believe me as she gave me the option stated above. I asked her what was the card number and she said she couldnt provide that info. I then wsked for the transactions on that card and she couldnt give me it. I asked her to be transferred to a senior agent. This agent repeated the same thing. I told them this had to be fraud. I told her that back in August I reported fraud on anothe card and was told that everything was resolved. She then put me on hold and came back and said that I cannot say for certain but we may have not closed off that account and that is why there are charges on a credit card under your name. She said it will take 2 business days for someone to reach out to me. Until then I cannot use my debit card. What does credit balance have to do with a debit card? Now I cant have access to my money as my credit union is not close to me. Two business days mean that by Monday I will have to wait.

  Business response

  03/21/2024

  Quorum sincerely apologizes for any inconvenience ********************** experienced regarding his debit card. We value his long-standing membership and deeply regret the difficulties he encountered. 
  
  On March 14th, ********************** engaged with multiple Quorum call center representatives. They explained that his card was declined due to a past-due balance on his credit card. The resolution involved making a payment, which would restore his card within 1 to 2 days. Our policy temporarily disables debit cards when associated loans or credit cards are delinquent. Unfortunately, the representatives did not realize that the issue was related to a closed credit card.  
  
  On March 15th, ********************** contacted Quorums call center again, as he did not feel the response from the representatives on the previous day was correct. During the call, the ****** Services representative discovered and communicated that a $2,200 charge for a disputed item from August 2023 had reappeared on his old credit card. This balance should not have affected his account, as it was part of a processing procedure related to fraudulent activity. The representative successfully resolved the blocked debit card issue; however, ********************** did request a call from a supervisor to express his dissatisfaction with the overall experience. 
  
  Later that day, as requested, a ****** Care Supervisor reached out to ********************** to apologize, acknowledge the error, and ensure he was aware he was now able to use debit card, as well as all aspects of his Quorum membership. 
  
  We understand that the conversations with our representatives left ********************** feeling uncomfortable, and the card declination caused embarrassment. Please know that all interactions are recorded for ****************** and we have reviewed the conversations our representatives had with ********************** to provide training opportunities for our representatives and ensure better service and care is provided in the future. 
  
  At Quorum, we strive to conduct business with utmost professionalism. We appreciate *** ********** patience and understanding as we work to improve our services, and appreciate the opportunity he gave us to make things right. If there is anything else we can do to assist him, we ask that he please not hesitate to reach out. 
  
  

  Customer response

  03/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Ok the timeline and these explanations are wrong. I was issued a new debit card when this issue first occurred. I was told that it would be fixed. This would be the third time trying to use it. I called back  and was told about a balance. I alerted them that the credit card account was not on my online banking profile, and it was me who had to reiterate the fact that this sounds fraudulent. I had to speak to a supervisor who had the same tone as the previous person. I got annoyed and responded rudely, so that she could go check again. She returned to the line and kept saying I cannot tell you is our fault but it seems that an old charge was not processed or something to that extent. I already assumed it was the fraudulent charge from October/noovember. I have experienced unnecessary anxiety and frustration trying to resolve an issue that had me locked out of my own debit card. She gave me no options has she said it could take two business days.   I said it was Friday. She said there was nothing else that can be done. I decided to call back and was told that my debit card was not locked and that I had entered the wrong PIN number. I went back to use it and it still wasnt working. Please go review all of your logs as you have stated.

   In light of these circumstances, I am formally requesting monetary reimbursement for the following:
  
  1.Any fees or penalties incurred as a result of the restriction placed on my debit card.
  2.Any costs associated with attempting to resolve the issue, including phone calls, travel expenses, and time spent away from work.
  3.Compensation for the distress and inconvenience caused by the credit unions error and the subsequent impact on my financial well-being.
  
  I trust that you all will take swift and appropriate action to address this matter and provide me with the necessary reimbursement as outlined above. I value my relationship with the credit union and hope to see a prompt resolution to this issue in order to restore my confidence in your institution. Again, a huge  concern was the fact it may impact my credit scoreand this was not even addressed. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  04/08/2024

  We have reviewed the response to complaint # ******** by **********************.  
  
  We would like to thank ********************** for his long-time membership, and for being vigilant in reporting the initial fraud on his card. It is good to hear that this is the first issue he has experienced with Quorum in over 25 years of membership.  

  We absolutely agree that *** ********** issue should not have taken multiple calls to be resolved and we sincerely apologize for that. We also apologize if our first response made it seem as if we were being unhelpful in any way. As this incident stemmed from a fraud-related incident, some of the points could not be addressed in detail to ensure his security, which is always our chief concern. However, our intent is never to make a customer feel like they are getting the runaround, nor is it to make the experience difficult. 

  Regarding *** ********** most recent response, we contacted him on April 3, 2024, to go through his remaining concerns and attempt to reach a satisfactory resolution. We thank him for his patience and for giving us the opportunity to make things right. 

• Initial Complaint

  08/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, This is in reference to a HELOC. I have been trying to resolve this issue since JULY 15, 2023 with Quorum FCU. I have made numerous phone calls & I have been given the same run-around answer that an email has been sent to the insurance department & that I will receive a follow up asap. Its been 45 days and there has been no response from the insurance ************** will now have an impact on my credit score. This is an unacceptable practice. *** notified them that i would reporting this to the Better Business Bureau. Flood insurance was imposed onto my loan - by error, on the credit unions part. Im an individual condo owner. They are treating my loan as if I own the entire building. I own 1 single unit. All insurance documents for my loan are through the condo association. The association has provided them with the documents, and I have also retrieved the same documents from the association & submitted them to the credit union - which I shouldnt have had to do. Since the mistake on Quorums part (the imposition of insurance), the documents have been received, updated, & the mistake was corrected. HOWEVER, my payment information has not been updated, my loan payment is showing as past-due, and Im unable to make my monthly payments. I am forced to call to make a short-payment by phone with a representative. Late fees are still being assessed, and then reversed.and soon, this will have an impact on my credit score! This is asinine! It needs to be fixed!

  Business response

  09/07/2023

  We have reviewed complaint #******** submitted by *****************************, regarding the issue with updating flood insurance on *** ******** home equity line of credit and her loan payment credit reporting.
  Our *********** Specialist, ***********************, contacted ****************** on 08/29/2023 to inform her that we had reviewed her complaint, and the issue was being reviewed, but had to leave a voicemail. *** ******** home equity line of credit requires flood insurance due to her residence being in a flood zone.  ***** spoke to ****************** on 08/31/2023 and informed her that because we did not receive the updated flood insurance declaration page in time, we forced-placed the flood insurance and paid the premium on her behalf on 6/21/2023 to continue to protect her property.  ****************** sent us the updated declaration page on 07/25/2023 which stated that there was no lapse in the coverage.  At that time, Quorum took the steps to notate the system and refund ****************** the charged premium amounts.  On 07/27/2023 our system was updated; however,the amounts were erroneously not removed from the bill and showed that Augusts payment was due.
  A payment re-application was completed on 09/05/2023 where recently paid amounts were removed from the escrow balance and applied toward interest and the principal loan balance. There has not been any negative credit reporting on the members loan. Due to this correction, the interest payment due date is now 10/01/2023. *** ******** issue is now fully resolved.
  Since proof of insurance is required annually, ****************** should submit her updated policy, by the required deadline, to ***************************** to ensure there is no forced-placed insurance applied to her loan.
  

  Customer response

  09/08/2023

  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.   it should be noted that Quorum FCUs customer service, loan department, billing department, insurance department & HELOC servicing center all operate separately & did not communicate with each other for over 45 days of me calling at least once a week.  I never received any form of response until I filled the report here, with the BBB.  
  It should also be noted that I am an individual unit owner & that the building owner & management company are the policy holders for flood insurance & they are the responsible party for providing these documents.  Quorum is well aware of the situation & still acts as if I am the policy holder.  They are careless in their practices & their responses. 

  After almost 2 months & a report to the BBB, the matter has been resolved. 
  

  thank you, 

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

  
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/20/2023 i called regarding my account. The agent said it was charged off and after I make a pay off the balance of *****, the account will close and I can apply for a new membership. He gave me the option of going to a shared branch to make a deposit into the account. Im sure calls are monitored for quality assurance so they will hear all of this when the call is replayed. I went to the branch today 4/21/2023 to make the deposit. Im told nothing is coming up. I called Quorum back and NOW ***** and Ebony tell me the ONLY option I have is to mail a check because the account is charged off. Excuse me? The agent from the day before knew this and informed me of the status, so WHY would he KNOWINGLY MISLEAD me? Im requesting Quorum make an exception regarding my deposit options since their agents misled me. And on their website it says once youre a member, youre a member for life. Theres no asterisk or number to refer to the fine print for clarification. Because if thats the case, why do I have to re-apply for a membership if I already have one? Theres nothing in the fine print about accounts being dormant. And why am I still getting emails about my statements? Ive attached the pictures for you.

  Business response

  04/28/2023

  We reviewed complaint #******** submitted by ************* regarding a checking account charge-off and deposit options. Below is a summary of the issue and resolution:
  
  Upon review we found that **************** checking account was charged off with a negative balance on 06/15/2017. Also,her ****************** account was closed on 07/31/2018 due to account inactivity.  Currently a payment of $23.94 is required to satisfy the negative checking account balance. ************** may apply for a new membership, which will be subject to an account review process before approving her new application.
  
  We have contacted and left a voicemail for ************** on 04/25/2023. She returned our call the same day and spoke to *******, a ****** Services Representative. ******* explained to ************** that for a membership to remain open, it must be in good standing. Once an account is charged-off with a negative balance or the membership account closed due to inactivity, a new membership application is required if a member wishes to reestablish a new banking relationship. A deposit can be made to a charged-off checking account, if no other accounts are currently active, by mailing a check or a money order to our headquarters address.
  
  Reviewing the recorded calls, ************** first inquired with our ****** Services about her negative account balance on 10/12/2022. On that call she was informed of the steps to satisfy the current balance on her checking account and of the steps to apply for a new membership.However, on a recent inbound call ************** was misinformed that a deposit could be made at a ********************* location (third party), which was inaccurate. We apologized to ************** for the inconvenience she has experienced and provided an accurate deposit option.
  

• Initial Complaint

  04/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I'm am a victim of a scam. The bank has put my account on hold, but they act like I am the scammer. I need to know when my account will be release and if and when can I charge late fees to the bank if I am late paying my bills.

  Business response

  04/12/2023

  We have reviewed complaint # ******** submitted by *********************** regarding a restriction on her account. Below is a summary of the issue and resolution:
  
  **************** deposited a check on March 31 in the amount of $1,499.31.  The check was fictitious, and to protect the members account, we restricted the account.  A member of our Fraud Team reached out to **************** to inform her of the restriction.  Unfortunately, **************** was not available,and a message was left.
  
  Our Fraud Team did speak with **************** on April 10.  She was informed that the restriction was placed on her account for her protection.  The account was reviewed, and upon receiving ***************** assurance that the issuer of the fraudulent check does not have any of her account information, the restriction was removed.
  

  Customer response

  04/13/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Quoram website will not allow me to make additional principle payments, The only option is to pay interest only. I have made multiple attempts to contact customer service without any support, I cannot even make an over the phone payment. I will occur additional cost due to negligence on Quorams side.

  Business response

  03/22/2023

  We have reviewed a complaint # ******** submitted by ******************************* regarding a Home Equity Line of Credit.Below is a summary of the issue and resolution:
  
  In order to make a principal payment to a Quorum HELOC, a member must first pay the billed amount. Once that requirement is satisfied and the payment posts (within two business days), a member will see the option to make a HELOC principal payment in online banking. This information is found in our online knowledge base under How do I make extra payments toward the principal on my loan? ***********************,our *********** Specialist, spoke to ******************** on 03/15/2023 and informed him of the steps of making a principal loan payment online.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We took out and signed a contract for a home equity line of credit on May 27th, 2022. The contract stated my opening interest rate was 4.2% and my interest rate could not increase by more than 2% in a 12 month period. That means prior to May 27th, 2022 my interest cannot be higher than 6.2%. For the last 3 statements my interest rate has been 6.7%. Ive called about **** times about this issue. Each time I get a slightly different answer as to what the issue is. Ive called twice this week. The first call I was told they were seeing in the system that my opening interest rate was 4.7% but he find my contract confirming the 4.2% and said he was sending it to the escalation department and would call me back in 24 hours. My call was not returned. I called again and was told this was a known issue at Quorum but they had no ETA on resolution. I need my interest rate set to 6.2% and a credit for the extra interest Ive paid. At this point ** over paying the loan but the extra payment is going towards the extra interest and not the principal. Which means my principal is not decreasing as fast as it should.

  Business response

  01/13/2023

  We have reviewed complaint # ******** for ***********************, and we have determined that our Home Equity Servicer experienced an issue which resulted in the issue described by ******************. We deeply apologize for the inconvenience. This issue is being actively worked on and ****************** will see the adjustment once the resolution has been deployed. We expect to have a resolution shortly.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive requested some information pertaining to my mortgage company through the app/online account, through Secure Message option to the credit union. After receiving an email notification from the Federal Credit Union that I have received a reply, but once I try to log into my account, I get a message about my account being locked. Due to lack of support, I stay hours on the phone to speak to someone, with no success. Now, my bank is in negative because I was unable to modify my online banking properly.

  Business response

  10/11/2022

  We have reviewed complaint #******** regarding our member, **************** (***************), and his experience trying to access his online banking account and secure message center.
  On 10/03/2022, our *********** Specialist *********************** contacted ************** by phone and confirmed that he was able to successfully log in to his online banking account. We also confirmed that ************** was able to review the secure message that Quorum sent him on 09/30/2022. The secure message provided guidance on accessing his Home ********************** as well as options for communicating with our Home Equity team by phone and/or message center.
  On 10/05/2022, our *********** Specialist **** spoke to ************** to verify that his concerns had been addressed.
  We apologize to ************** for his experience with attempting to reach us by phone as we are currently experiencing higher call volume.
  Thank You.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After consistently being on the phone for numerous hours requesting that my monthly mortgage statement be sent to me, I haven't receive them. I'm being told, it is being mailed monthly and that also my savings account statement will have the same information. I have **** informed delivery for the past two years and receive a photo via email everyday of my mail. These statements have not come. I'm also unable to go online and access my accounts. The representatives that work for Quorum customer service give me one excuse after another as to why I'm unable to have a statement every month of my mortgage. It is very frustrating and stressful to be a homeowner unable to access this important information. I also need a physical address to send mortgage payments. Will payment be addressed to BMI servicing company or Quorum Federal Credit Union? Loan# is **********

  Business response

  08/18/2022

  We have reviewed complaint # ******** that ************************* submitted on 08/03/2022 and found the following:
  
  After review of *** ******* account, we identified the systemic issue preventing the generation of *** ******* account statements. We have corrected the issue and have confirmed that all future statements will be generated and mailed to the address we have on record for ****************. We mailed a copy of *** ******* most recent bank statement of which she confirmed receipt on 08/16/2022 to Quorum *********** Specialist, ************************
  
  With this correction, we have also restored *** ******* access to online banking.
  
  **************** can mail in future payments for her 1st Mortgage to:
  
  Quorum Federal Credit Union
  ** *** **** ********* ** **********
  
  We hope this addresses *** ******* concern and apologize for the time she has spent to have this issue corrected.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Briefly, my closing officer/contact was *********************, and she provided me with the details of my closing amount which was provided via check as specified which included my escrow to cover my taxes. In April 2022 I received a late notice from my tax office advising that my 2021 taxes had not been paid. I immediately reached out to ****** about this matter, and she forwarded my message to the respective department and advised that the taxes would be paid immediately which was processed on April 21, 2022. I requested an inquiry as to why my taxes had not been paid in December 2021 or at the latest January 2022? I never received a response to the inquiry which is unacceptable because this could have caused a domino effect resulting in a lien being put on my house due to non-payment of taxes. Moreover, when I went into my Mortgage account on Thursday, July 1st to make an additional payment of $250 towards my Principle, I noticed that the automatic amount of $1500 that I AUTHORIZED to be deducted monthly to pay my mortgage had increased by approximately $536. I immediately contacted customer service and was transferred to multiple people, and no one was able to assistagain this is unacceptable. I reached out to ****** again since she was my closing officer/contact and she advised that she did not have access to my contact but would send an escalation email to the department that would handle this inquiry. As of yesterday, Thursday, July 7th, I still had not heard back from anyone; so, I called **************** and was transferred multiple times after requesting escalation and finally spoke to ******* for ***** minutes but got disconnected and she did not have the common to courtesy to call me back because she had all my available information. At this point I had to call back and At this point I had to call back and was transferred to ******** who advised several issues.I need this resolved ASAP.

  Business response

  07/21/2022

  We have reviewed complaint #******** regarding an escrow account discrepancy for our member ************************* and found the following:
  
  A Tax certificate obtained through a closing servicer prior to *** ******* closing date of 8/26/2021 erroneously listed a tax due date of 7/1/2022 instead of the correct date of 12/01/2021. This error caused the initial escrow deposit at closing to be insufficient and resulted in the due date of the first tax **** being incorrect. There were no scheduled tax disbursements until 7/1/2022.
  
  On 2/16/2022, our mortgage servicer performed an annual escrow analysis, where it was determined that there were excess funds in *** ******* escrow account. As a result, a refund check was mailed to **************** on 2/17/2022 for the escrow surplus. 
  
  In April 2022, **************** informed Quorum of the tax delinquency notice she received from her local municipality. We issued an emergency escrow tax disbursement on 4/21/2022 for both County and School taxes.
  
  On 5/26/2022, our mortgage servicer performed an additional escrow analysis, and it was determined that *** ******* escrow account was underfunded. This was due to the initial underfunding at closing because of the incorrect tax certificate information, along with the refund of what had appeared to be a surplus in February 2022.
  
  On 7/1/2022, *** ******* monthly payment increased to replenish the escrow deficiency spread over a 12-month period. This increase was identified on *** ******* 5/26/20022 Escrow Analysis Statement and June 2022 Mortgage Statement.
  
  After reviewing the complaint, our *********** Loan Manager sent **************** a detailed explanation on 7/12/2022 explaining the escrow discrepancy via email. We were unable to make phone contact with *************** to confirm if she received the email and confirm if she had any further questions. Voicemails were left for **************** on 7/13/2022 and 7/14/2022 with the phone number we have on file. In addition, on 7/15/2022, an email was sent to **************** asking her to contact our Credit Union and we have yet to receive a response. We apologize to **************** for her experience being less than satisfactory; this feedback has been reviewed by the appropriate department to enhance future service expectation and delivery.

  Customer response

  07/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because I did authorized additional funds to be taken; only the original loan amount. Also, I never received a refund and any funds should be returned to escrow. Lastly how could a closing agent provide incorrect tax information and taxes are never due in July. I have not received any voicemail and I want a Director or higher to call me at ************.

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/02/2022

  We have reviewed ****** Parkers response to complaint #******** regarding an escrow account discrepancy and found the following:
  
  On 07/29/2022 our Senior Loan Servicing Manager *********************** left a voicemail providing ************************* his direct phone number for support.
  
  On 08/01/2022 *********************** spoke to *************************. During that call, ************************* voiced frustration with her payment increasing to over $2,000.00. He shared with ****** that Quorum utilizes a third-party title and closing partner to provide a Tax Certification. In this particular case, the Tax Certification contained insufficient information. The certification showed no taxes were due during the next two months and did not include when they were due next. We have addressed this issue with our title and closing partner and our lending team as this should have led to further review.
  
  ************************* confirmed that the phone number on her membership account belongs to her spouse which is why we were unable to speak to the member in our previous contact attempts.
  
  A check was mailed to ************************* but has not been cashed.We have requested a stop payment be placed on the check and for the funds to be applied to the escrow account. Our *********** Loan Servicing Manager ************************* will contact ************************* once this has been completed.
  
  ************************* was provided contact information for *********************** in the event she has any additional questions or concerns.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In a recent effort to apply for a *****, in conjunction with a mortgage broker, we were referred to Quorum for help. The purpose of the ***** was to reduce the 1st mortgage value such that it fell in the terms a conforming loan and avoid a jumbo loan. We applied with Quorum on 10/14/21, with a closing date of 10/29/21 - this allowed plenty of time to get through the approval process. Also note that we selling and closing on our current home, on the same day, 10/29/21. There were a few typical back-and-forth items that needed to be addressed, but nothing out of the ordinary for a mortgage loan. All was well, according to the Quorum "portal" site and documents we executed for the *****.On 10/27/21, at approximately 4:00pm MDT, our mortgage broker called and said that Quorum had backed out and was going to deny our loan. The "reason" they gave for denial, at this time, was that a co-signer on the loan was "not going to live on the property". They stated this "criteria" was indicated in their guidelines - of which I personally never reviewed or executed as part of the loan application. This was detrimental to the closing process and forced us to have to reanalyze the loan package, with 1.5 days prior to closing.In the end, this issue forced us to be in a "homeless" situation, since we had to proceed with the closing of our current home. This matter has caused us a TON of emotional trauma and anxiety as a family and need Quorum to step up and make it right! The "loan termination deadline" per our contract with the selling group was 10/29/21 - Quorum sent a denial letter on 11/01/21, via email. This time, Quorum's excuse for not extending credit was due to "incomplete loan application", though further explanations and clarifications were not provided.

  Business response

  11/16/2021

  We have reviewed complaint #******** regarding ***** ****** contract dispute and found the following:
  The first application was submitted to Quorum on 10/13/2021 with two applicants (************** and a co-applicant). On 10/20/2021, *** ****** mortgage broker indicated that ************** would like to qualify for the loan as a sole applicant.As such, a new application was started and the first application was closed on 10/26/2021 (with written notice issued electronically to ************** on 11/1/2021), citing the reason credit application incomplete as Quorum did not obtain a credit report on the co-applicant based on the updated request to qualify individually.
  A second application was started on 10/25/2021 with ************** as the sole applicant. The application was reviewed but did not meet Quorums guidelines for approval. Quorum communicated this to the mortgage broker on 10/26/2021 at which time the mortgage broker asked if the application would qualify with the original co-applicant and clarified the co-applicant was a non-occupant. Quorum advised that we do not allow non-occupant co-borrowers per our guidelines. Quorums Account Executive spoke with ************** over the phone on 10/29/2021, reiterating the same. This application was deniedon 11/2/2021 (with written notice issued electronically to ************** on 11/8/2021), citing the specific reasons we were unable to extend credit.
  
  In summary, both applications were reviewed, and decision provided in a timely manner (less than 30 days). There was no conditional approval communicated by Quorum at any time to **************, the co-applicant, or the mortgage broker. Quorum is happy to answer any additional questions and provide further clarification to the applicants as needed.

*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. ↩