ComplaintsforRateGenius

• Initial Complaint

  07/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have uploaded all my car info that was needed on Monday July 22,2024. It showed my task was completed and everything was collected and updated. But everyday I go and check the status the site keeps asking me upload the same documents. Here it is Friday July 26, 2024 and it's asking for the same documents to be uploaded and saying the task as been completed. It's not giving me no status and they have no reach out to me about this at all..

  

  Business response

  08/01/2024

  At Rategenius, we strive to provide consistent and clear communication during the application process. We are concerned to review this customer feedback and a member of our management team attempted to reach this customer by phone.
  
  The customer was provided an update today regarding additional information needed on her application. The customer did not proceed at this time due to a downpayment option presented and the application was closed out.
  
  Should this customer have any additional questions or concerns, we invite them to reach out escalations line at ************. Our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was contacted by Rate Genius in early June to refinance my cars. By mid-June they had found 2 lenders and I sent all my information to them, including the titles for my car. The loan specialist guaranteed that both cars were funded. 3 weeks later, I am unable to reach the specialist and my prior finance company is hounding me for my car payment. Rate Genius has ghosted me. Theyve taken my car titles, the customer service is HORRIBLE - I called to find out the status of my 2nd car funding and the woman tells me theres nothing she can do except tell my loan specialist (who Ive been trying to contact for over 3 weeks) to call me. I am supposed to close on my house tomorrow and now my loan is in jeopardy of funding. This experience will likely leave me homeless and they will not help. The new company has no idea what is going on as theyve not heard anything about my loan. I want my title returned and any damages caused if I am unable to close on my house tomorrow.Stay away from this company!

  

  Business response

  07/10/2024

  We appreciate the opportunity to review this customer's feedback and are disappointed to view their concerns. At RateGenius, we strive to provide a seamless experience and outstanding customer service. We are saddened to hear that this customer did not receive the highest quality service we strive for.
  
  A member of our management team has attempted to reach this customer by phone. The loan specialist assigned has also been in communication with the customer and has provided her with her requested updates. We received final approval from the new lender today and the payoff check will be sent out to the customer's previous lender within the next few business days. We apologize for any inconvenience this has caused the customer and are providing updates accordingly.
  
  RateGenius makes every effort to complete the funding process so as to be able to payoff the customers previous loan as quickly as possible. However, there are times that delays can occur within the funding process. As such, we advise that customers ensure that they remain in good standing with any and all active loans that they may have up until the funding process has been completed and the previous loan is paid in full.Should the customer feel it necessary to make additional payments to their prior lender so as to remain in good standing, they would want to follow up with their lender once the loan is paid in full, for reimbursement on any overpayments they may have made.
  
  Should this customer have any additional questions or concerns, we would be very happy to assist her further and we invite her to reach out to us at ************.
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.
  

  Customer response

  07/11/2024

  Complaint: 21968069
  
  I am rejecting this response because:

  Rate Genius is being dishonest about what happened. Eventually the loan specialist DID call me, and informed me that there had been a mix up with my file and the process had not been completed. She told me she was able to fix their error and apparently this time the loan would be funded. Despite this, I have nothing in writing, and no further information has been provided.
  
  Regards,
  
  *******************

  

  Business response

  07/16/2024

  A member of our management team has attempted to reach this customer by phone however we have been unsuccessful in speaking with her. The tracking information for the payoff was sent to this customer by email and that status shows it was delivered today. We apologize for any inconvenience this has caused the customer and have provided updates accordingly.
  
  Should this customer have any additional questions or concerns, we would be very happy to assist her further and we invite her to reach out to us at ************. Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

  Customer response

  07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. My credit has taken a big hit due to the actions (or lack of) of Rate Genius. Business apology is accepted but the damage is done. 
  
  Regards,
  
  *******************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I refinanced my vehicle through Rate genius last year, now I recently refinanced my vehicle again this year through another company to lower my payments even more. The new company that I refinanced through told me that should be getting a refund from around $759 from rate genius. I called rate genius to cancel my gap insurance and theyre telling me that I cant cancel gap insurance after 60 days. This is the only company Ive heard of not allowing gap insurance to be canceled in *****. I am suppose to be getting a prorated refund. But apparently rate genius wants to pocket the money. Rate genius never verbally informed me that I had 60 days to cancel gap insurance but includes inside of the contract without telling me. So youre telling me Rate genius gets to keep my money that isnt theres? I need answers

  

  Business response

  07/02/2024

  We appreciate the opportunity to review this customer concern as we strive to provide full transparency regarding additional products. This customer was presented with the terms of the *** coverage and,per the contract which he signed, agreed to the *** being fully refundable if notice of cancellation was provided within 60 days of the *** Effective Date and nonrefundable if cancelled after 60 days.
  
  While we understand this customers concern, it is standard for companies to present different terms such as Non-refundable, depending on the product. At this time, due to the signed contract, we are unable to reimburse the customer.
  
  A member of our management team has discussed these concerns with the customer by phone and provided copies of his contract by email. Should this customer have any additional questions or concerns, we invite them to reach our escalations line at ************. Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an offer from Rategenius in my mailbox stating that I qualified for a 3.75% APR on my car payment instead of the 3.95% I pay now. The provided link directed me to submit my information to take advantage of this offer. After submitting my information, Rategenius pulled my credit report. Two days later, an agent called and informed me that the 3.75% APR was not available, and the lowest rate they currently offer is nearly 6%. The advertisement sent to my mailbox was misleading and false, and it negatively impacted my credit score. Rategenius was not truthful about the best rate they could provide and should stop sending such deceptive offers.

  

  Business response

  06/13/2024

  We appreciate the opportunity to review this customer's concerns. We strive to provide full transparency to our customers by presenting all disclosures on the back of our mailing letters,on our website, and prior to the application submission as the customer must select I agree to proceed. A member of our management team has reached out by phone to this customer, but we have been unsuccessful in reaching them.
  
  RateGenius is a third-party broker and we must submit the application to a lender for final approval.Prequalification estimate letters are based on public and limited information available, they are not guaranteed or pre-approvals. We refer this customer to the back of the mailing letter for Terms and Conditions or to our website FAQ.
  
  Once an application is complete and an official credit inquiry is made by a lender, these estimates are recalculated according to what the lenders can offer. While we understand this customer's concerns, the customer must meet certain qualifications for alternate offers. At this time, the customer does not wish to proceed with the offer they qualified for.
  
  If the customer has any additional questions, please call our main line at ************. Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called rategenius in early May to refinance my call. My first question was is there a fee for using you. I was told no. I worked with ************************* after this and asked him if there was a fee, he said. What I signed through docusign didn't show a fee. I would never have used them if there was a fee. It was not a 1% saving in my current rate, so it made no sense to do this and pay a fee. I got sent a document with the breakdown on June 5 but never saw this when I docusigne it. This fee was hidden and lied to me about. I would've never did this refinance if I knew of this $549 fee

  

  Business response

  06/07/2024

  We appreciate the opportunity to review this customers concerns. ******************** strives to provide full transparency regarding our process and we are disappointed to hear this customer may not have received such at this time.

  Our loan specialists are required to disclose any fees associated with our refinance process and provide them in writing within the contract for full transparency. Upon further review of recorded calls, our findings conclude our representatives were within compliance regarding the disclosure of any fees involved.
  
  A member of our management team reached out to this customer by phone and discussed his concerns. Due to the signed contracts and disclosure of the APR which includes any fees, we cannot reimburse this customer. Should this customer have any additional questions, we invite him to give our escalations line a call at **************. Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

  Customer response

  06/10/2024

  Complaint: 21810847
  
  I am rejecting this response because:  I asked beimfore starting this if there were any fees with refinancing with you, I was told ni.   I don't remember being told on our phone conversation that  the $549 was rate genius fee I thought what I signed was to start process, not the final contract. I got text a week later asking to get a payoff amount which continue ne to believe they were putting the final numbers down for me to sign. Please listen to their call to see if they said finance fee. I also to to split fee 50 50 
  
  Regards,
  
  ***************************

  

  Business response

  06/14/2024

  Upon a thorough review of this customer's calls, there were no calls found wherein the customer asked about fees, either prior to the application being completed and submitted to lenders for approval per the customer's request, or during the contracting process with the loan specialist. 
  
  After the application was completed and an offer was made by a lender, the loan specialist called the customer to confirm details of the application prior to providing final numbers in the offer. The loan specialist informed the customer that this included the need for obtaining a payoff, which the loan specialist was able to do after the call with the customer.
  
  When the loan specialist called the customer back to present the offer, the loan specialist did offer the interest rate as well as the APR (annual percentage rate) which is interest plus fees. The customer acknowledged the rates presented, as well as the change in monthly payments, and accepted the offer as presented. The loan specialist then provided next steps for moving forward with the offer, which included signing contract documents.
  
  During the signing process, the loan specialist walked the customer through the electronic signing and remained available for any questions the customer may have had. One of the main documents presented to the customer was the Truth in Lending Disclosure. This provides all details of the loan, including but not limited to: the APR, doc processing fee, the loan term, and the monthly payment amounts. The customer advised that he did not have any questions and did sign this and all other required documents.
  
  Again, the loan specialist was in compliance regarding disclosure of fees and of the fact that the customer was signing contractual documents for a new loan. The customer was also instructed to print, sign and have notarized, documents allowing for the title to be transferred into the new ************************* name, which the customer did do.
  
  For these reasons, we are unable to provide the requested reimbursement. A member of our management team did speak with the customer to explain the process and answer his questions, however he has indicated that he would remain dissatisfied unless reimbursement was issued. As such, we are unable to fully satisfy the customer, having done all that we can do to assist, and therefor consider this matter closed.

  Customer response

  06/17/2024

  Complaint: 21810847
  
  I am rejecting this response because: my first contact t with them, I did ask about a fee.  If i was told there was afee, i wouldve hung up and be done with it. A follow up call I had with them after my complaint with BBB, I referenced splitting the fee 50/50.  Can BBB listen to the tapes they have because both sides are far apart. The tape won't show i was told rate genius fee was the $549. I have never refinanced before where I signed a contract and was asked to get a payoff amount, never.  What if my payoff was more than my contract
  
  Regards,
  
  ***************************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I applied to refinance my vehicle through Rate Genius mid February. After uploading what was needed, the process began. On February 26th, 2024 *********************** gave me the payment quote and terms for my refinance through ******************** I replied with a few questions in regards to the interest rate and she quickly replied on February 29, 2024. On March 4th I confirmed that I wanted to refinance at 60 months at 6.59% with no optional coverage. As soon as I opted for no optional coverage the communication and customer service began to lag drastically. My documents were messed up 2 times by the company with no apologies for the running around they had me doing. The final paperwork had been sent in on March 25th and after confirming receipt of the documents, I inquired if I should hold off on my first payment. I was told specifically to make the April payment as it may take a few weeks to send out the payoff. On April 18th I got this message "Hi ********, bad news the approval expired. We would need to resubmit you for a new approval. Assuming the approval comes back the same all we should need is like a new doc u sign. But, we would need to pull credit again and there is always a chance it comes back declined." I did everything that was asked of me and was diligent in trying to get this refinance finalized. My financial advisor called on 4/19/2024 to see if we could use the old credit report, since it was no fault of my own that it expired. We have had no communication or help at all. I would like this refinance to be finalized ASAP without another credit pull.

  

  Business response

  05/01/2024

  Thank you for the opportunity to address this complaint.
  
  Our primary goal here at RateGenius is to provide the best customer experience possible while assisting with their auto financing needs. We are saddened to hear that this customer's experience was not to the standards we strive for.
  
  A manager has reached out to the customer to discuss and address this complaint. Through working with the customer we were able to resolve the issue and assist the customer with completing the refinance process.
  
  We again apologize to the customer for the confusion and inconvenience. We thank the customer for their patience and understanding throughout this process. Should the customer have any additional questions or concerns, we invite them to reach out to our escalations line at ************ and we would be very happy to assist the customer further.
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

  Customer response

  05/01/2024

  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

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I applied for an auto-refinancing loan over a month ago. March 15th. I submitted ALL of the necessary documentation with 2 days. I spoke with ********************* on the phone shortly there after and the application was submitted and accepted by the lender. I let **** know my phone availability because he insisted going over "numbers" on the phone. Crickets from **** for several weeks or he would randomly call at times I had told him I was unavailable. I reminded him of the exact times I was available and again, no response to my text messages and no calls for several weeks. After we finally we're able to connect via phone then insisted that I sign documents *while on the phone. I said no, I will review these and sign them within 24 hours, which is what I did after asking several unanswered questions via text. (I found the answers myself) I printed papers, notarized, and dropped in ***** on APRIL 12th! He received them last Monday, the 15th and stated shortly thereafter that all was good, I sent latest paystubs as requested immediately and he said lender had approved everything. More crickets until Saturday, April 20th, when **** texted saying the loan offer had expired... and we needed to sign new documents and they needed to do ANOTHER hard pull on my credit. I asked how it had expired and **** didn't directly respond, simply said "I understand" and then WITHOUT my permission I received an email saying "We're sorry you declined our loan offer". I didn't decline anything. **** refused to communicated properly and execute the loan in a timely manner. I spent hours collecting and sending information, there were SEVERAL hard pulls on my credit AND I spent $20 on a notary with these papers. He couldn't answer me how the loan had expire and on whose end had it expired!! If you get **** as a loan specialist, request a different one because this has been a HUGE PAIN and I cannot reapply for other refinancing now because it will affect my credit negatively now!

  

  Business response

  04/30/2024

  We appreciate the opportunity to review this customer's concerns as we strive to provide the best possible experience to our customers.We are disappointed to hear this customer did not receive such an experience from us at this time. A member of our management team has attempted to contact this customer by phone, however, we have been unsuccessful in speaking with her.
  
  We invite this customer to give our escalations line a call at her convenience at ************** and we would be happy to discuss her concerns. Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Same complaint as others here - the RateGenius website clearly states that only a Soft Pull occurs with no impact to credit. I got a credit notification today that my score had decreased by 5pts due to a hard pull by guess who? None other than the lenders that work with RateGenius. I called into RateGenius and the agent confirmed that YES there had been a hard pull and congratulations we have lenders for you! But guess what, I did not agree knowingly, key word is knowingly agree or consent to this hard credit pull. Your business had become familiar what are called Dark Web Patterns, which are practices by business like yours to deceive a customer online into taking an action they do not want to take.

  

  Business response

  04/01/2024

  
  Thank you for the opportunity to review this customer feedback. We strive to provide the customer with full transparency regarding our process, and a member of the management team addressed this customer's concerns by phone.
  
  We are a third-party broker and must ultimately submit the application to our lenders for final approval. The customer did not qualify for alternative rates at this time and has declined to move forward with the only offer we received. RateGenius does not offer pre-approvals or guaranteed offers, and certain qualifications must be met for alternate terms. Until a lender performs a credit inquiry, they do not have all the details necessary to make an informed decision on the potential loan.
  
  While we understand this customer's concerns, this can be the outcome during the refinance process. We refer the customer to review the terms and conditions presented below, as well as through email directly.Additionally, the credit disclosure is provided before applying, to which he must check the I agree box in order to proceed.
  
  RateGenius Terms: (on the website *********************************** )
  Electronic Document Policy: Within Terms of Use section B
  Terms of Use: ***********************************terms-of-use/ 
  Privacy Policy: ***********************************privacy-policy/ 
  Legal: ***********************************legal/ 
  
              You authorize us to pull your credit report and obtain related information about you from one or more consumer reporting agency for the purpose of evaluating your credit options for financing your vehicle through our network of lenders, lending partners and third parties (Lender Network);
              You authorize any party in the Lender Network, to which we have submitted your application for credit, to pull your credit report and obtain related information about you from one or more consumer reporting agency in order to evaluate your application;
              You acknowledge that we and any party in the Lender Network may retain your loan application information in order to comply with certain federal and state laws and regulations;
              You agree and acknowledge that any information provided to you by us is for reference and informational purposes only and cannot be construed as any form of guarantee that any mentioned results will be achieved. You agree and acknowledge that any statements we make do not constitute a personal recommendation, a professional opinion, or financial, legal, or any other type of advice, is not binding, and has not considered all of the specific circumstances, metrics, and/or objectives that apply to you. You acknowledge and agree that you are responsible for your own financial research, decisions,and actions. Your use of any information and/or materials from us is entirely at your own risk, and we cannot be held liable or responsible for any decision or action you take or authorize any third party to take on your behalf based on information you receive from us while using our Website;
              You acknowledge that you have read our Privacy Policy;
              You acknowledge that we do not guarantee that that you will meet the approval criteria or creditworthiness for any particular offer or that a lender will make you an offer to finance your loan;
              You acknowledge that we do not guarantee that a lender will finance your loan at specific terms and conditions, including a specific interest rate or APR;
  
  Due to the above agreed upon terms and conditions as well as service provide, RateGenius will not remove any hard credit inquiries. If this is a case of identity theft, we advise the customer to file a police report and provide us with a copy to remove inquiries. Should this customer have any additional questions, we invite him to contact our escalations line to speak with a representative. 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  i received a sales flyer from RateGenius stating Ia 5.28% Car Loan. I have a 830 credit rating and sent in all the paperwork which took me over an hour to complete the process. A representative from RateGenius offered me a 6.8% Loan. Why do companies send consumers in our State false advertising offers?

  

  Business response

  03/28/2024

  Thank you for the opportunity to review this customers concerns. We strive to provide full transparency throughout our refinance process and are concerned to review this feedback.
  
  Rategenius is a third party broker who must submit the application to a lender for final approval. All pre-qualification estimates on the mailer are not guaranteed or final approvals. Until a lender performs a hard inquiry, we do not know what the customer will qualify for. This is disclosed on the back of the mailing letter and presented prior to the submission of the application, to which the customer must select I agree to proceed.
  
  At this time, the customer was approved by one of our in-network lenders, however, he declined to accept this offer. This customer must meet alternate qualifications to receive alternate terms from our lenders.
  
  We have attempted to contact this customer however; we have been unsuccessful in reaching him. Should this customer have any additional questions or concerns, we invite him to contact us at **************. Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This occurred earlier today. The Rate Genius website CLEARLY states in bold print that there is no impact to credit score to find out what you qualify for yet they immediately hit my credit with a hard inquiry. This is VERY deceptive with relation to ethical business practices. While I am told that there is fine print that if not read includes wording that by entering your SSN, that gives them permission to run the hard inquiries. I get that and I've likely harmed my score without the possibility to get them to delete those inquiries. This business needs to be more forthcoming. My primary reason for posting this now is to WARN others to STAY AWAY... unless you don't care about your credit. Also, pay attention to any details they give you about potential offers. The loan specialist I was dealing with paid ZERO attention to my requirements.

  

  Business response

  02/01/2024

  Hello and thank you for the opportunity to address this complaint.
  
  When completing an application on RateGenius' website, the system does perform a soft-credit pull in order to determine if we have a high likelihood of getting an approval from one of the lenders in our marketplace and what those rates and terms could be. The system provides rates when, based on the information provided, there was a pre-qualification (not necessarily an approval) for a rate that was better than the customers current loan. This soft-credit pull does not affect customer's credit scores.
   
  However, prior to moving forward with submitting this application to a lender, the customer must complete the entire application and then agree to the terms provided by way of a check box. These terms include a hard-credit pull disclosure stating that by submitting the application the customer was agreeing to having their application sent to our lender network with the intent of obtaining an auto loan. A customer cannot submit the application without checking this box.
  
  In this way, RateGenius is doing everything we can to minimize impact on customers' credit scores while still finding the best rates and terms in the market today. 
  
  We did receive a completed application from this customer, with authorization for pulling credit, with the intent to obtain an offer for an auto loan. We are obligated to treat all applications without bias under the assumption that the customer understood what they were agreeing to and truly desired for us to seek out an offer. For these reasons we are unable to remove any inquiries the customer received.
  
  We understand the customer's concerns and are saddened to hear that we were unable to assist them with their auto financing needs. Per the customer's request, we have refrained from making any contact, closed his application, and put him on do-not-contact.
  
  Should the customer have any additional questions or concerns, we would be very happy to assist him! We invite him to give our escalations line a call at ************ and we would be happy to help!
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

  Customer response

  02/01/2024

  Complaint: 21216491
  
  I am rejecting this response because:
  

  While the system requires the check box, it does not clearly state that a hard pull will be performed.  However, both the offer i received, and the website both state no impact to my credit when applying.  This is the data I went off.  The unprofessionalism of the loan specialist I dealt with was not acceptable.  Please rectify and make your site more DIRECT.  Make your loan specialists accountable for how they treat people.  Your simple response does NOT address the issues.

   

  
  Regards,
  
  *************************

  

  Business response

  02/02/2024

  Our primary goal at RateGenius is to provide the best customer experience possible while assisting with their auto financing needs. This includes providing clear and transparent information as much as possible for our customers. We have done this in the following ways.
  
  When going through the application process, our system is able to pull a soft credit inquiry so as to determine the likelihood of obtaining an offer from one of our lenders and what those rates *** be. This soft credit inquiry done while applying does not affect credit.
  
  However, in order to obtain an actual offer from a lender, the application must be submitted to a lender for an official credit inquiry. This is explained on the submission page online under "Terms":
  
  "By submitting this application, you acknowledge that you have read and agree to our Terms of Use and Privacy Policy (Terms); that you are at least 18 years of age and that all the information provided is true, correct and complete and you grant ********** to RateGenius and/or its Lenders to obtain a copy of your credit report."
  
  It is below this disclosure that the check box appears asking the customer if they agree to the terms.
  
  The word "Terms" links to a comprehensive disclosure page describing in detail what all the terms are that the customer is agreeing to, including the following:
  
  "By submitting an application, you represent that you have read, understand, and agree to the following...
  
  ...You authorize us to pull your credit report and obtain related information about you from one or more consumer reporting agency for the purpose of evaluating your credit options for financing your vehicle through our network of lenders, lending partners and third parties (Lender Network)"
  
  This information is also provided on all mail advertisements that customers *** receive providing pre-qualification estimates.
  
  As it pertains to the customer's loan specialist, we do apologize for any and all lack of professionalism that *** have been provided. Again, our primary goal is to provide the best customer experience possible, which includes the utmost professionalism and respect. 
  
  The customer did speak with their loan specialist's manager who was made aware of the matter so as to address it with the loan specialist accordingly.
  
  Being that the customer requested no contact, ******************** has done all that we can to address this complaint and assist the customer. Should the customer have additional questions or concerns, we again invite him to contact our escalations line at ************ and we would be very happy to assist him further. Otherwise, we are considering this matter closed.

  Customer response

  02/02/2024

  Complaint: 21216491
  
  I am rejecting this response because:
  
  while I appreciate the response about the specialist, regardless of the terms being hidden in a document stating the authorization to pull credit. I get that. But it still does not address the deception. Everywhere I went on the site and in the offer letter received, it specifically mentions that it will not affect my credit. The. You hide that phrase inside a document. 
  

  What I want you guys to do is to simply REMOVE the wording stating no affect to credit or put an asterisk in it with wording on a foot note stating that proceeding with certain agreements or check boxes your credit will indeed be pulled  it IS deceptive to hide it in a document yet broadcast everywhere that it will not affect me  

  
  

*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. ↩