Mortgage -- Trouble during payment process -- Complaint #7118476
Complaint Overview
Complaint ID: 7118476
Company: Guaranteed Rate INC.
Product: Mortgage
Sub-Product: FHA mortgage
Issue: Trouble during payment process
State: Illinois
ZIP Code: 60619
Date Received: 2023-06-14T12:00:00-05:00
Date Sent to Company: 2023-06-14T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
XX/XX/XXXX On XX/XX/XXXX I received a letter via postal mail stating my Mortgage would be transferred From Guaranteed Rate in Illinois to a Guaranteed Rate Servicing in XXXX, XXXX My mortgage payments are due on the XXXX of each month. Therefore, I sent a payment in the amount of {$1000.00} on XX/XX/XXXX via the new mortgage company address and account number information included in the letter. This payment was made from my bank to Guaranteed Rate Servicing via Bill Pay on XX/XX/XXXX. On XX/XX/XXXX, I get an email from Guaranteed Rate stating that they made a mistake and that my new welcome letter received at the end of XXXX was inaccurate. This email provided me with a 2nd New Loan Number and it stated I did not need to take any action and that no late fees would be added until 60 days after the Mortgage Transfer. Please note that per the last customer service rep at Guaranteed Rate told me I was being charged a late fee for XXXX even though the letter stated by law there is a grace period. I need this charge refunded for XXXX 2023 monthly payment. The payment of {$1000.00} sent on XX/XX/XXXX has cleared my bank account, therefore I contacted Guaranteed Rate to confirm my payment was applied to the correct account and was told they dont see the payment to for me to email their support team with documentation. On XX/XX/XXXX the email as sent with the documentation requested, only for me to get a response on XX/XX/XXXX asking for documentation. As of today XX/XX/XXXX at XXXX I have emailed the support team the documentation they requested. I went to the bank at XXXX XXXX XXXX XXXX in XXXX to get a print out of the payments and this is the documentation sent to the guaranteed rate. On XX/XX/XXXX I made a partial payment of {$420.00} to bring my account current and on XX/XX/XXXX Guaranteed Rate returned my payment back to my bank with no reason or explanation. They are constantly harassing me but NOT ONE PERSON IS willing to HELP. I also emailed the print out of this transaction to Guaranteed Rate Support team on XX/XX/XXXX @ XXXX. This mortgage company has lost {$1000.00} and returned another {$420.00} totaling {$1400.00} PLUS LATE FEES FOR XXXX. They are constantly harassing me, however if they keep returning and losing my payments WHY would I keep sending them money until the problem is resolved. Based off the letters and emails, it sounds like I dont have an account number or multiple acct numbers or my funds are being applied to another account. Either way I need assistance in a proper resolution with my money being applied properly and for my payments to stop being returned and I am due a credit for XX/XX/XXXX late fee. Thank You,
Frequently Asked Questions
What is Complaint #7118476 about?
Complaint #7118476 was filed against Guaranteed Rate INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2023-06-14T12:00:00-05:00.
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.