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Complaint Details
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Initial Complaint
05/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had reached out to Royal United to see about refinancing my home in November of 2021. While they were very helpful I elected to go with a mortgage company in my local community. My problem is that Royal United put 5 hard inquiries on my credit report. I did agree for them to check my credit for possible funding but not 5 times.Dates of inquiries are: 11/22/2021 - 12/06/2021 -12/06/2021 - 12/07/2021 - and 12/22/2021
Business response
05/16/2022
**********************,
My name is *********************** and I am the Sr. ********** Specialist for Royal United Mortgage LLC (Royal United). On behalf of Royal United, I apologize for the additional inquiries appearing on your credit. After investigation it was determined the inquiries were a result of an error when ordering automated underwriting. Due to the error, a new credit report was issued each time. I have submitted a request to our credit provider to have the additional inquiries from 12/6/2021, 12/7/2021 and 12/22/2021 removed. Please understand, it can take up to 45 days for the inquiries to be removed.
If you have any questions, or if the inquiries are not removed within 45 days, please feel free to reach out to me directly.
Regards,***********************
Sr. ********** Specialist
********************************************************************
************Initial Complaint
05/10/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
When I changed my mind about obtaining a mortgage several weeks ago, I asked that the appraisal funds of $517 be refunded. First I was told that the appraisal company ********* had the money. ********* claimed it had never received it. Then, shortly afterward, I was told I would get a refund. I am still waiting.Yesterday, I wrote both Royal United and ********* demanding my money or I would file complaints. I was told not to file the complaint that I would get "an immediate refund." I don't have additional time to wait for a refund. I do not believe the business anymore and just want my money back. Today.Business response
05/12/2022
********************************,
My name is *********************** and I am the Sr. ********** Specialist for Royal United Mortgage LLC (Royal United). On behalf of Royal United, I apologize that you have had difficulty getting the appraisal fee refunded. Our records indicate a full refund of $515 was issued to you on 5/9/2022. You should see the funds available on your account within 10 days. If you have any questions, feel free to reach out to me.
Regards,***********************
Sr. ********** Specialist
********************************************************************
************Customer response
05/12/2022
Dear Better Business Bureau:
I called today, 05/12/2022, to withdraw complaint ID ******** because at long last the refund had been issued.
Thank you so much for your kind assistance!Regards,
******************************************
Initial Complaint
04/29/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
On April 17th I paid for home inspection on debit card. Dealing with loan. As not going thru with loan trying to get my money back. All the numbers I have tried and left message NOTHING> Tried several numbers.Business response
05/09/2022
************,
My name is *********************** and I am the Sr. ********** Specialist for Royal United Mortgage LLC (Royal United). On behalf of Royal United, I apologize that you had difficulty getting the appraisal fee refunded. Our records indicate a full refund was issued to you on 4/29/2022. If the funds have not been credited back to the credit card you used, please reach out to us for further assistance.Regards,
***********************
Sr. ********** Specialist
********************************************************************
************Initial Complaint
04/26/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I had did a refinance loan with Royal united mortgage on 3/8/2022 they told me to send all my documents to them so I did a copy of income I'd etc and call me back say I was approve .I and was going pay my bills off I told them I cosign for a car for my niece and I didn't want that paid off and they told me to get proof of it so I did I got proof from my niece. And told me I had to pay the appraisal so I paid the appraisal 615 so after I done all that they still were asking for more information on my niece and they took my money. And I told them that I wanted my money back now they ignoring me.Business response
05/09/2022
******************,
My name is *********************** and I am the Sr. ********** Specialist for Royal United Mortgage LLC (Royal United). On behalf of Royal United, I regret that we were unable to complete a loan for you. Our compliance department reviewed the details of your transaction and determined the issue was with the auto loan you that co-signed on for your niece. Without the proper documentation, our underwriting team could not support excluding the debt,which made your debt-to-income ratio too high. Please understand that there is a federal guideline which prohibited us from excluding the payment without proof that you do not make the payments. The guideline requires that we obtain 12 months payment history to show the payments are made by another party.Unfortunately, we did not receive such documentation from you, therefore could not approve your loan.
As for the appraisal, please understand that no part of the appraisal payment was collected by Royal United, but paid directly to the appraisal management company. Therefore, there are no available proceeds from which a refund could be issued by our company. I apologize that you were not able to reach anyone to discuss the issue.
On behalf of Royal United, I am sorry that we could not complete your loan. Please feel free to reach out to me if you have any questions.
Regards,
***********************
Sr. ********** Specialist
********************************************************************
************Initial Complaint
04/13/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Check into refinancing my house I did the application and they wanted a ****** fee for the appraisal. Which they said was refundable if I changed my mind and the appraisal didn't happen. So after filling out paperwork and reviewing the online reviews of the appraisal company I decided not to proceed. No I can't not get in touch with anyone to get a refund on the fee. I believe it was a scam from the beginning.Business response
04/22/2022
****************,
Royal United has confirmed with the appraisal management company that your appraisal was refunded as of 4/12/22 (it's possible that it may have taken 2-3 business days for the funds to appear back on your account). If you still have not received the funds back, please feel free to contact me directly.
Kind regards,
S. ****************************
VP of Compliance- Legal Counsel
************************************************************
Initial Complaint
04/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was trying to get a cash out refinance loan on my house. I was working with a loan person who told me I would need to schedule an appraisal as soon as possible. I asked if the appraisal came in low if I would get a refund. She said they usually can still help even if it came in lower than expected. But yes. I was told to pay Royal United the ******. I scheduled , and had to postpone for two days due to a family emergency. The appraisal person came and did the walk through. Four days later I got a call from my loan person saying the appraiser said the house was only worth ********. I have put ******** into the house, remodeling and upgrades. The county shows the property and house worth ******** plus **** for the 2 car garage. Royal United uses predatory loan methods, and uses a shotty appraisal service. Given the phone calls are recorded, and she did say yes, I want my ****** back. She said she would get me a form to challenge the appraiser but has not gotten back with me. I wrote her that I wanted the refund, she has made no contact with me. I just want my money back. According to the appraiser she contacted I have lost money with my house even after upgrading water heater, kitchen, and bathrooms. You dont invest 28k to have it appraise for 26k. Not for a 2-3 bedroom 2 bath with 3/4 of an acre and 2 car ********* want my money back.Business response
05/05/2022
************************
My name is ******************* and I am the ** of Compliance and Legal Counsel for Royal United Mortgage. On behalf of Royal United, I regret that the appraised value of your home came in less than what you were originally anticipating. Please be aware that Royal United is not permitted, under federal Appraisal Independence Requirements, to have any influence over customers' appraisal reports or property valuations.
As it pertains to the discussion you had with your loan ******** ***************** Royal United's ********************* reviewed these recorded calls. During a phone call on March 21, 2022, **************** explained that in the event the appraised value came in low, that a refund of the appraisal fee would not be made. She explained that *********, the appraisal management company that completed your order, is a separate third-party company and that Royal United cannot have any impact on the outcome of the appraisal (Royal United DOES NOT collect and/or retain any portion of a customer's appraisal payment). And while Ms. ************************************** that you should still have multiple options available even if the appraisal came back slightly low, she never indicated that an appraisal refund would be made. Unfortunately, because the appraised value came back much lower than you originally expected, Royal United was unable to complete any of the options previously discussed.
Again, on behalf of Royal United, I regret that we were unable to complete your loan at this time. Please feel free to contact me directly with any additional questions or concerns.
Kind regards,
S. ****************************
** of Compliance- Legal Counsel
************************************************************
Customer response
05/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
After her remarks about having several other options for us if the house came in low, she did say but yes my husband and I both thought that meant we would get the ****** back if they couldnt help. Then there is the issue of independent appraiser. I paid Royal united. Not the appraisal company. I am wondering why a house that ******* county said is worth 99k is suddenly worth 26k after I invested 28k into it? Also ***** **** me an email the day after my complaint saying they denied my application due to title issues which is not true. We spoke in great detail about adding my husband to the application. If you rejected me because of the appraisal it should have said that. ***** explained she would help me appeal the appraisal, then started ducking my calls.
Regards, I still want a refund
***********************Initial Complaint
04/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed a refinance loan to Royal United Mortgage, provided all the documents, and paid for the appraisal. Once the appraisal was completed, I was unable to get hold of anyone regarding the status of the loan. No one from the company calls back or made any attempt to contact me regarding the status of the loan. I am wondering if this company is fraud and took my money for the appraisal.Business response
04/22/2022
****************,
My name is ******************* and I am the ** of Compliance and Legal Counsel for Royal United Mortgage. After reviewing your file, it appears that the original loan officer assigned to your account resigned a few days before you submitted your comments to BBB (which is why you were unable to reach him). However, I have since spoken with the manager assigned to your file. He informed me that he spoke with you regarding the status of your application, and that your application remains open with Royal United at this time. If you have any additional questions or concerns, please feel free to contact me directly. On behalf of Royal United, thank you for trusting Royal United with your home loan needs.
Kind regards,
S. ****************************
** of Compliance- Legal Counsel
Initial Complaint
03/13/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I made the mistake of talking with an employee of Royal United Mortgages about re-financing my house on Feb. 28, 2022. He was very nice, seemed very knowledgeable, and when I told him I wasn't ready to commit to anything yet because I wanted to talk to other places as well, he said ok, how about if I call you back in a week. I said that would be fine. He did call be back the following week, tried to put some pressure on me to sign right now, but deferred when I said I was not ready to make a decision yet. 3 days later, his regional director or some such called me in the morning, woke me up, and threw the high pressure, pushy, fast talking, manipulative sales pitch at me - AFTER I told him he woke me up, I was recovering from surgery, and I did NOT want to talk about it at that time. He wouldn't shut up. He kept going and going and pushing harder and harder as I tried to remain polite and civil until I reached the point where I lost my temper and told him so, and why, and told him to never call me again and hung up on him. He was so obnoxious and pushy and ignoring my repeated statements that I was not going to make a decision right then and didn't want to discuss it that I decided I was not going to do business with any company that employed that kind of person. 10 minutes later I received another call from someone else at Royal United, which I did not answer. Since then, various representatives of Royal United have repeatedly called me, the latest one calling on Sunday morning, waking me up again. Sunday morning! Who calls people about mortgages on Sunday morning? and then ANOTHER one called me just after 1:00 Sunday afternoon. This time I told him I never wanted to hear from anyone from Royal United again, I was NEVER going to do business with them, and to leave me alone. And he started in on me, talking fast, making it clear he was annoyed with me, pushing, pushing, pushing, and I hung up on him. I want these people to leave me alone!!!Business response
03/25/2022
*****************************,
My name is ******************* and I am the ** of Compliance and Legal Counsel for Royal United Mortgage. On behalf of Royal United, I am sorry that our attempts to connect with you regarding your interest in a home loan caused frustration, as this was never our intent.Royal United is a company that prides itself on delivering exceptional customer service, and our goal is to make the lending process as quick and as smooth as possible. To that end, we've found that the best way to make ourselves available to our customers is to begin reaching out to them over the telephone as soon as they submit their online request. This allows our loan officers the ability to quickly validate the customer's identity, as well as to have a conversation about their interests in a home loan. Further, because some customers are busier during the weekdays, Royal United's team members will also frequently make themselves available on Saturdays and Sundays to assist with loan inquiries.
Again, on behalf of Royal United, I regret that these calls were bothersome. I have verified that your phone number was previously placed on Royal United's "Do Not Call" list, and as such, you should not be receiving any additional calls from our company.
Kind regards,
S. ****************************
** of Compliance- Legal Counsel
************************************************************Customer response
03/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I did NOT submit any kind of application or request for information of any kind to Royal United at any time. I went to a totally unrelated site to research current mortgage interest rates, and within 10 minutes, a representative of Royal United cold-called me on my cellphone, which is on the Do-Not-Call registry, to try to sell me a mortgage. I was subsequently subjected to numerous calls from people at Royal United wanting to sell me a mortgage, in spite of the fact that I had repeatedly told everyone I talked to that I never wanted to hear from ANYONE from Royal United again.Making cold calls to a cellphone without the owner's permission, ESPECIALLY a cellphone that is registered on the federal Do-Not-Call list, is a direct violation of the Telephone Consumers Protection Act. Continuing to call someone after they have told you not to is also a violation of the Telephone Consumers Protection Act.
Additionally, the calls did not just "upset" me. They made me feel unsafe in my own home from the continued harassment. Oh yes, I blocked the numbers that called me, but the calls kept coming, each one from a new number I had not been called from before. They invaded my privacy. I never knew when they were going to call again, and for some reason they had no qualms about calling me on weekends, especially Sunday mornings, early, and waking me up to discuss mortgages. On SUNDAY. They interfered with my recovery from major surgery. And they caused me major stress and distress.
I will not be satisfied with a scripted robot response. I want an actual apology and reassurance from a real person who is not just quoting a script. And then I want to go for at least 3 months with no contact from them (I just received US mail from them 3 days ago!) before I will believe anything they say.
I also feel they should be held accountable for their violations of the Telephone Consumers Protection Act. I know this is not the forum to expect to get any action on their illegal activities, but I want to put my feelings about it on record.
Regards,
*****************************Initial Complaint
03/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have received over 75+ calls from united mortgage and keep getting harassed day after day from this company. I received over 25 calls on a Sunday along. Back to back. As soon as I hang up they call me again just seconds later. I have spoken to a couple of their reps and asked not to call me again but they just dont care. The calls keep on coming in. If by placing a complainant here doesnt resolve this issue, my next move will be a complaint with the *** and the ****** ( I also do see theres a lot of lawsuits against this company for this type of behavior, and they dont care apparently since they keep on making calls. ) I would also be inclined to speaking with an attorney on my rights and how to proceed should this channel of mediation doesnt make this company stop all forms of contact.Business response
04/13/2022
******************,
My name is ******************* and I am the ** of Compliance and Legal Counsel for Royal United Mortgage. On behalf of Royal United, I am sorry that our attempts to connect with you regarding your interest in a home loan caused frustration, as this was never our intent. Royal United is a company that prides itself on delivering exceptional customer service, and our goal is to make the lending process as quick and as smooth as possible. To that end, we've found that the best way to make ourselves available to our customers is to begin reaching out to them over the telephone as soon as they submit their online request. This allows our loan officers the ability to quickly validate the customer's identity, as well as to have a conversation about their interests in a home loan. Further, because some customers are busier during the weekdays, Royal United's team members will also frequently make themselves available on Saturdays and Sundays to assist with loan inquiries.
Again, on behalf of Royal United, I regret that these calls were bothersome. I have verified that your phone number was previously placed on Royal United's "Do Not Call" list on March 7th, and as such, you should not be receiving any additional calls from our company.
Kind Regards,
S. ****************************
** of Compliance- Legal Counsel
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Customer Complaints Summary
74 total complaints in the last 3 years.
16 complaints closed in the last 12 months.
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