Complaints

• Initial Complaint

  02/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Following our participation in a forbearance program during the Covif pandemic, we attempted yo Negin working with Guild Mortgage Loan Counseling Mitigators to avoid foreclosure. My husnad is currently worling 12-14 hour workdays out of state and therefore asked me to be the [rimary contact foe Guilf to communicate with throughout the process, In order to arrange this, we were asked to complete and submit a third party authoruzation form. After completing the form, we subsequently have submitted the form over eight times, via fax, email, and regular mail. Each of these was deemed inadmissible by Guild, for reasobs ranging from illegibility to being incomplete, and then last week Guild informed us we were using the wrong form and sent us a bew one to complete, which, oddly, contained exactly the same info as the first. I submitted the new form the same day and Guild rejected it for lack of a "wet signature" but did not explain what that meant. Because of the long delay in communication, since I can not communicate concerning the loan with Guild until this form is accepted, our loan is now in foreclosure. I believe we have tried to accommodate Guild in every manner possible and it has all been apparently for naught. My husband has also attempted to make several payments to Guild since November, and has been told that he is unable to do so,, for one vague reason or another. We are desperately trying to save our home. I t seems incredible to me that with today's technology and the (assumed) expertise of Guild's Loan Counseling mitigators, that someone has not accepted the form or contacted me directly to explain the problem and help create a solution. As for my husband being roadblocked from making payments. I literally have no idea what's going on. I am seeking resolution to this simple clerical issue as well as answers regarding the stymied payments. i

  

  Business response

  02/16/2023

  Please see the attached for a copy of the response that was provided to the borrower on 2/16/23.  Thank you. 

  Customer response

  02/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are blocked from making a payment in any way except over the phone. When 25 people are ahead of you in the que you can't get through. I have asked repeatedly for the late fees amassed over the covid pandemic to be waived as we never did any hardship program and always paid even if late. We were also told that a payment wasn't made some months back that caused this to snowball more. We paid the payment was not taken for over 2 weeks then they said we were blocked from making a payment that way because it was not honored! The money was there it was not processes not our fault I called and they can't talk to me im on the deed not the loan but they can take my payment. Guild is a freaking joke we had no issues with wells fargo and our previous home and I pray to God we refinance with someone else cause Guild SUCKS! 100000 DO NOT RECOMMEND AT ALL NOTHING BUT TROUBLE SINCE 2017! LIKE THEY WANT YOU TO LOSE YOUR HOME WITH ENOUGH GOING ON! NOT TO MENTION I WAS DIAGNOSED WITH THYROID CANCER AND HAD TO PAY OUT OF POCKET CANCER SURGERY AND I DO HAVE INSURANCE. TIRED OF BIG CORPS SINKING SMALL PEOPLE!

  

  Business response

  01/24/2023

  Please see the attached response that was sent to the customer on January 24, 2023. 

   

  Thank you.

   

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/15/22 my wife submitted a ACH payment for our mortgage, she used the wrong account unknowingly and the payment was rejected. By the time we had been notified that payment was rejected over a week had passed, we attempted to pay immediately online but they disabled the ability to make payments online due to being late. We called and the automated message directed us instead to the website to make a payment, which was disabled. We mailed a check which would have arrived well before 8/1/22 which would be our 30 day late payment window but Guild held on to the check and didn't process the payment until almost 2 weeks later. This practice of disabling online payments when late serves no purpose other then to intentionally inflect harm and distress on the customer, there can be no legitimate reason to disable the most convenient and fastest method of payment. Due to Guild's predatory practice, we have suffered a cascade of negative effects, with accounts being closed, credit limits being reduced and our credit scores dropping precipitously, which only benefits Guild in forcing to keep us with them instead of having options to look at other financing options. This behavior is abhorrent and inexcusable, had we been able to submit the payment online it would have arrived with plenty of time to avoid the 30 day late window, had Guild processed the check on arrival we also would have avoided negative harm, aside from the obligatory late payment. Guild has no reason to disable online payments and needs to immediately correct that policy.

  

  Business response

  11/01/2022

  Please see the attached for a copy of the response that was emailed to the consumer on 11/1/2022.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been waiting for 2 weeks to get an answer from Guild Mortgage on the process for them endorsing a builder warranty settlement check that was made out to both us and Guild. Guild has a process for insurance claims, but not this. Because they are not familiar with this type of check, we have been continually told the issue would be escalated and someone would contact us. No one has contacted us to resolve the issue. ***************************, the Vice President of ********************* emailed to ask when we were available to talk, but when we answered her email with a time, she never called. We have called her twice, Property Damage Support four times and still no response. It is a simple matter to resolve. We have a company waiting to start foundation repair because we cannot get an answer on a resolution.

  

  Business response

  08/30/2022

  Please see the attached acknowledgement of receipt of the complaint filed with the BBB that was sent to ***********. Guild Mortgage will provide a response accordingly. 

  Thank you

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

  Guild Mortgage Company

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ****** in ****** location dnt take the time to help out! Her team is such a last minute place! This supposed to be serious one of the biggest factors in ones life! Totally disregarded

  

  Business response

  07/29/2022

  This is a duplicate complaint:

  Good morning,

  
  Please be advised that the complaint from *************** did not provide sufficient information to confirm her contact to Guild or that she submitted an application request to Guild either informally or formally.  The branch manager who is named in the complaint was unable to locate any verification of contact with ************, and we have no documentation in our system to support a contact or application request from ************.

  
  In order to provide you with any additional information, ************ would have to provide additional identifying information such as a Guild loan number or the property address she was considering for a loan application.

  
  Thank you.

  
  *********************
  Senior ********************************* Department

  Customer response

  07/29/2022

  Yes to whom it concern Im a man!! Not Ms!!!

  This is the nonchalant Attitude I have the manager at that location with ******! Yes I know who and where Im speaking of! This lady care less about getting a closer done when or if u are asking to many questions!! Dnt return my calls or emails thats forwarded to her team as they say or keep telling me! Its Ridiculous! Only person that helped is out bc of having a baby, which is great but the lady and ppl thats ignoring me and refuse to cordial!!

  

  Business response

  08/01/2022

  Please be advised that the borrower's second complaint did not provide any additional identifying information which would enable Guild Mortgage to locate his application in our system.  ************ must provide a loan application number or a property address for the residence he intends to purchase for us to be able to locate his information.

  Thank you.
  

  *****

   

  Customer response

  08/03/2022

  I know I hate to be dealing with a ***** as I have stated the lady ***** is threatening what I have going on now and I would not want to tell you that other than my name which is there in the system if its not there that means she has done something and taking it out that is my whole reason of this complaint and youre giving me the runaround when Im trying to explain that this lady does not care or now it comes to see and find out that my name is not even in the system this is ridiculous.

  The lady does not get back with you she doesnt return calls and the rates go up and then she wants to lock you in on a rate when the rates or down she still tries to lucky with the same rate is ridiculous she Scheming

  This is it the ****** ****** location, I cannot afford to get in a confrontation when I am trying to purchase a home And this person thats representing the Company is nonchalant towards certain people or axing too much of her

  She will tell you the confrontation and how ugly and how do she hang up the phone in peoples face, its ridiculous

*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. ↩