Mortgage -- Trouble during payment process -- Complaint #5287266
Complaint Overview
Complaint ID: 5287266
Company: Guaranteed Rate INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Rhode Island
ZIP Code: 02895
Date Received: 2022-03-04T12:00:00-05:00
Date Sent to Company: 2022-03-04T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My closing date was XX/XX/XXXX. On this day, I received Temporary Payment Coupons specifically for mailing in monthly payment for my mortgage to Guaranteed Rate. I was told by my Loan Officer that what I had received was the most up to date information. I was informed I could wait for my statement in the mail, but that it is common the first statement might not arrive in time for my first payment, therefore I can use the coupons. My first payment was due XX/XX/XXXX for an amount of {$1100.00}. The coupons had the wrong dollar amount due to a change in property taxes. But I was told by my Loan Officer I could send the check for the new amount, and still use the Temporary Payment Coupons even though there was a slight adjustment. My name and address was correct on the coupons, and the check was written out for the correct amount. I didn't see how this could go wrong. A few weeks went by, and I never received my statement in the mail. Because of this, I set up an online account so I could pay my XXXX statement online since I hadn't received any statements. It was then that I noticed my XXXX payment had not been posted on my account, and I soon got a call on XX/XX/XXXX being accused of not paying for the month of XXXX. I was shocked. They had taken the money out of my checking account though. I called Guaranteed Rate customer service and was informed my statement was mailed to the wrong address and that my loan number was changed. I was NEVER informed of this by phone or by email. Guaranteed Rate knew they mailed the statement to the wrong address as the statement was sent back to them ; they never informed me of this, and never asked for the correct address. The woman who helped me on the phone told me the statement had been mailed back to them since the address did not exist. I had her correct my address and she told me my correct loan number. I did everything I was told to fix this issue, yet, as of today, XX/XX/XXXX, they are still accusing me of not paying them for the month of XXXX.
Frequently Asked Questions
What is Complaint #5287266 about?
Complaint #5287266 was filed against Guaranteed Rate INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-03-04T12:00:00-05:00.
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.