Mortgage -- Trouble during payment process -- Complaint #4645538
Complaint Overview
Complaint ID: 4645538
Company: Guaranteed Rate INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Rhode Island
ZIP Code: 02893
Date Received: 2021-08-19T12:00:00-05:00
Date Sent to Company: 2021-08-19T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Guarantee Rate Mortgage was our lender that we had an impound account with. They did not pay the second installment of our taxes which caused a penalty on our impound account of {$100.00}. The loan was sold shortly after I notified Guarantee Rate that the tax account was past due and they did nothing to make the account current, even though there was plenty of money in the impound account to make the account current. The loan was sold to XXXX who made two tax payment within 45 days of obtaining our loan and also paid the penalty of {$100.00} which came out of our impound account. I have contacted the original loan officer at Guarantee Rate, called the number on the statement for Guarantee Rate and also notified their tax department as soon as I received notification from our local tax department that the account was not current. XXXX told me after an hour on the phone with them, that I would have to get the penalty refund from Guarantee Rate as they were the loan owner at the time the penalty occurred and when I talk to Guarantee Rate, they say that I need to get the refund from XXXX as they are the current lender. I have exhausted all avenues, provided tax information to both parties and do not know what else I can do. Please let me know if there is anything else I can do to get our penalty refunded that we paid out of our impound account for Guarantee Rates lack of payment on our tax account in a timely manner.
Frequently Asked Questions
What is Complaint #4645538 about?
Complaint #4645538 was filed against Guaranteed Rate INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-08-19T12:00:00-05:00.
How did Guaranteed Rate INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Guaranteed Rate INC.?
Yes, visit the Guaranteed Rate INC. company profile at readthecomplaint.com/company/guaranteed-rate-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.