ComplaintsforGuaranty Home Mortgage Corporation (GHMC)

• Initial Complaint

  11/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Guarantee sold my loan to ********** and now I have a higher interest rate. I was guaranteed a ****% rate and now it is ****%. How can they have the right to sell my loan when they were bought by another company ?

• Initial Complaint

  01/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I refinanced my home. My first payment was due October 1st 2021. The check was cashed and the amount deducted from my ***** ******** (check #***) on September 30, 2021. When I went to pay the November payment, I had a late fee and was told the payment was never received. They asked me to send proof of the cancelled check. I downloaded the cancelled check from the ***** account through Guaranty's online message system per their instructions. They replied that they have no record of the payment and to send proof of the cancelled check. Which I already had. I continue to receive late payment fees and late payment notices. I have asked for someone in management to call me regard gong this. I only get to speak to a collections person. This loan was sold within the first month of its inception. I asked if perhaps it was applied to the previous loan holder... even though I make payments to the same online website. No answers.Please help!Thank you********* *****

  Business response

  03/03/2022

  Business Response /* (1000, 10, 2022/02/23) */ GHMC reached out to customer to discuss situation on multiple occasions, beginning on 1/12/2022. Direct contact made on 1/19/2022, where borrower was instructed to obtain and submit copy of cancelled check. This was confirmed to not have been cashed by GHMC, nor our subservicing agent (******) on 1/25/2022, at which time the borrower was going to have ***** **** conduct fraud review. We have not had any correspondence with borrower since 1/25, however, GHMC agreed to waive prior late fees, which was communicated to borrower. Pending outcome of *****'s fraud review, we will keep this complaint open. Consumer Response /* (3000, 14, 2022/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The late fees continue to show up on my mortgage statements. I continue to receive late payment and past due notifications despite GHMC telling me that they will wait until the outcome of *****'s fraud investigation. ***** has yet to complete the investigation even though they said it would be completed within 30 calendar days. It is now 44 Calendar days. I spoke to ***** today for the 4th time and they informed me that it will be another 3-5 business days. I ***'t know who is worse. GHMC or *****. Business Response /* (4000, 16, 2022/02/25) */ GHMC continues to proactively work with the customer to resolve this issue, to the extent that we can control this. We continue to await the outcome of the ***** investigation, and in the meantime have again waived late charges, and removed negative credit bureau reporting, for an additional 30-day period. Customer has been provided on multiple occassions the name, email, and direct phone number for GHMC's customer service specialist, and we request that all communication go through this dedicated contact until desired resolution is acheived.

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