Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father sent an email wanting more information about refinancing our home on Tuesday evening (4/4/23) as of today (4/5/23) we have received almost 10 calls in two hours (starting before 7am) from two different numbers both coming from this company. No messages have been left and when I answered the phone at one point the representative on the line was very rude to me. He was very persistent I give him my Dad's cell phone number which I didn't because it seemed like a scam. I told the representative that my dad would call back later and got off the phone. But no less than two minutes later there was another call from the same number, and there have been multiple calls since.

  

  Business Response

  Date: 04/06/2023

  Hi,

  My name is *********************** and I am the Sr. ********** Specialist at Royal United Mortgage. On behalf of Royal United Mortgage, I apologize if our attempts to contact ************** regarding his interest in a home refinance caused frustration, as that was not our intent. I have confirmed the phone number was added to our Do Not Call list, and you will not receive any more communication from Royal United Mortgage.

  
  Regards,

  ***********************
  Sr. ********** Specialist

  Customer Answer

  Date: 04/10/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke to a representative from this company about services offered for mortgage equity options. After speaking with them they said they wanted to see about my credit to give more accurate options nothing was discussed about an application or anything so I thought it was a soft inquiry as other company's I ha e spoken with have done I would have never agreed to a hard inquirynjust to go over what the company offers. The other issue I had was a smug representative calling me to see if they could give information on what they had to.offer and I told them I was not interested but still wanted to say. I told them I was not intrested in a cash out refi mind you my credit score is top tier but this rep goes on to say "do you even no what a soft or hard inquiry is?" As if I was uneducated because I was mentioning about the hard pull to my credit just to get information on products offered. I find this misleading practices I should be able to find out what you offer whether heloc or 2nd mortgagenor cash out refi woth out credit pull and should be able to speak with a representative with out being given an unwarranted "educational" ****** on soft and hard inquiries. If my score is what it was do you not think i was not educated in these things I have been working near 20 years on my credit to get it where it is for them to berate me and question my knowledge and I still did not get any informationnon what was offered. There is alot more to the story but this is the jest of it. Better training should be provided to staff at this company.

  

  Business Response

  Date: 03/03/2023

  **************,

  My name is *********************** and I am the Sr. ********** Specialist at Royal United Mortgage. I regret that you were not satisfied with the level of customer service provided to you. At ********************************************* we pride ourselves on our service and education process. Our advisors strive to give our customers every bit of information they need to make an informed decision regarding the options available to them. To that point, Royal United submits a credit inquiry every time we present options to our customers, to ensure we are providing the most accurate loan options available to that specific customer.

  I have reviewed the phone call you had with our loan advisor that pulled a copy of your credit report. During the phone call you told the advisor she could obtain a copy of your credit report to build loan options for you, and you provided your social security number and date of birth. Royal United obtained a copy of your credit report from Experian using the details you provided, with your verbal permission. Because you granted permission for your credit to be pulled, we have no grounds to request for the inquiry to be removed. I apologize for any misunderstanding that occurred.

  Regarding the second advisor you spoke to, Im sorry if you felt he was being smug. I assure you that was not his intent. Royal United wants to make sure that all of our customers are well-informed, per our service and education process. He wanted to be sure you were clear about a soft inquiry vs. a hard inquiry, and the information and reasoning behind each type.

  Please keep in mind that there is a 45 day window after a mortgage credit inquiry in which you can have your credit pulled by other mortgage companies without any affect to your credit score. I understand that doesnt change the inquiry that was already made, but I at least want you to be aware of that feature.

  On behalf of Royal United Mortgage, I regret that you were dissatisfied with your experience with our company. Thank you for providing your feedback. If you have any questions,please feel free to reach back out to us.

  
  Regards,

  ***********************
  Sr. ********** Specialist

  Customer Answer

  Date: 03/11/2023

  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 feel the practices the company took were not fully disclosure so i could make a proper decision on the credit pull. I am fully aware there is an window for the mortgage pulling and have since found a company that was not fully transparent to assist my needs. Furthermore i still get calls from your company from assiciates trying to get me to use your services. To me it is the principle of the matter.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:02/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I answered an email asking if I wanted to know my updated value of my home. I answered the questions. I immediately started receiving harassing calls from Royal United Mortgage (12 calls in 5 minutes). They use different lines so that when the consumer blocks one...they just call on another and another and another....

  

  Business Response

  Date: 02/24/2023

  ****************,

  My name is *********************** and I am the Sr. ********** Specialist at Royal United Mortgage. I apologize that you received unwanted calls from Royal United. I have confirmed that you were added to our Do Not Call list, and will not receive any communication from our company going forward.

  If you have any questions or additional concerns, please feel free to reach out to me.

  Regards,

  ***********************
  Sr. ********** Specialist

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spoke with a representative from Royal United Mortgage to inquire about a home equity loan. Specifically told him I was not interested in a cash out refinance. He ran my credit and called back with an offer for a cash out refinance. I told him I was not interested. Now I get ***** calls a day from Royal United Mortgage. I block the number on my phone and they call on a different number. I've told 6 different representatives to take me off their calling list and I still get calls from them.

  

  Business Response

  Date: 02/24/2023

  **************,

  My name is *********************** and I am the Sr. ********** Specialist at Royal United Mortgage. I apologize that you received unwanted calls from Royal United. I have confirmed that you were added to our Do Not Call list, and will not receive any communication from our company going forward.

  If you have any questions or additional concerns, please feel free to reach out to me.

   

  Regards,

  ***********************
  Sr. ********** Specialist

  Customer Answer

  Date: 02/24/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:02/03/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently filed for a home equity loan. The house was completely paid off and was appraised for 125K. I met all criteria and made a few repairs that were suggested and spent nearly $600 of my own money for the appraisal . I was only seeking a loan for 50K. Then they finally told me that the form of heat i chose was not to there standards and was DENIED the loan. The whole reason i was applying for the loan was to perform upgrades. I did tell the loan officer in the beginning of the heat in my house, yet he still proceeded. THIS PLACE IS A SCAM AND ONLY WILL LEND TO OWNERS OF *************** !!!!!! DON'T WASTE YOUR TIME AND MONEY.

  

  Business Response

  Date: 02/14/2023

  **************,

  My name is *********************** and I am the Sr. ********** Specialist at Royal United Mortgage. First of all, on behalf of Royal United, I would like to apologize that you were dissatisfied with your experience with our company. Our compliance team has reviewed the details of your loan and it appears there was some miscommunication during the process regarding certain requirements. We have determined that a refund of your appraisal fee is warranted due to the situation. We are mailing you a check in the amount of $560 to refund what you paid for the appraisal. Please allow up to 14 days to receive the funds in the mail. I regret that Royal United was not able to assist in your lending needs at this time.

  Please feel free to reach out to me with any questions.

   

  Regards,

  ***********************
  Sr. ********** Specialist

  Customer Answer

  Date: 02/21/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:12/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wont refund my money as asked. Hasnt performed services that were paid for on 12/03/2022. Its been over 10 business days since asking for refund on 12/08/2022.

  

  Business Response

  Date: 12/27/2022

  **************,

  My name is *********************** and I am the Sr. ********** Specialist at Royal United Mortgage. I apologize that you have not received the refund for your appraisal fee, but please understand that Royal United does not have control over when the refund occurs. Royal United does not collect funds directly. Appraisal funds collected are paid directly to the appraisal management company and must be refunded by them as well. Your loan advisor requested the the appraisal management company (***************) issue a refund when you asked. Unfortunately, *************** did not cancel the order and issue the refund right away. I was able to confirm that the refund was processed by *************** on 12/21/2022, but it may take up to a week for the funds to be credited back to your account. Again, I apologize for any inconvenience this may have caused. If you do not see the funds available in your account within 10 days, please reach out to us directly so we can get to the bottom of it.

  If you have any questions, please feel free to reach out to us.

   

  Regards,

  ***********************
  Sr. ********** Specialist
  ************

  Customer Answer

  Date: 12/27/2022

  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.]
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:12/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the course of less than 1 hour I have been the recipient of numerous calls from this company despite multiple requests to have my number stricken from their system and to not be contacted again. We have no relationship, business or otherwise, and have had none prior to these, in my opinion, harassing phone calls.

  

  Business Response

  Date: 01/03/2023

  **************,

  My name is *********************** and I am the Sr. ********** Specialist at Royal United Mortgage. It appears you submitted your information on Lending Tree on 12/20/2022, and Royal United is part of the Lending Tree network. 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 when they submit their online request. I have confirmed that you were added to our Do Not Call list as of 12/21/2022 at your request, so you will not receive any more unwanted communication from Royal United Mortgage.
  

  
  Regards,

  ***********************
  Sr. ********** Specialist

• Initial Complaint

  Date:12/16/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filled out an online advertisement for HELOC on December 8 I was contacted by ************************* who stated that they did not do HELOC, but had some other products I may be interested in. She then stated that she would do a soft inquiry to see what I qualified for. I gave her permission for a soft pull. After giving me the details of refinancing the entire loan, I said I did not really want to do a refinance and was still exploring options. ******* then became very aggressive and tries to convince me to fill out the application because she had a lot of other clients to worry about and that she did not have a lot of time to wait on my decision. I then declined and told her she should never tell a potential client that she is too busy to provide a service. Yesterday I got an email from royal saying my application was denied from Experian for non complete application. I never filed out an application nor did I give permission for a hard inquiry. I am seeking for the applicable credit bureaus be contacted and provided correct updated information and also any applicable ethical committees contacted regarding this matter.

  

  Business Response

  Date: 12/27/2022

  ************,

  My name is *********************** and I am the Sr. ********** Specialist at Royal United Mortgage. I reviewed the recorded phone call you had with our loan advisor and I did not hear any mention of a soft credit inquiry. In fact, you asked if it would affect your credit and the loan advisor stated it would but it is usually a very small impact. She properly read our credit statement and got your permission to pull credit. I also did not hear any communication that sounded aggressive. Admittedly, the loan advisor was persistent in trying to determine how we could help you, but you were adamant that you did not want to proceed with the loan products we offered. Per the ***** a loan application is taken if the lender obtains the borrower's name, monthly income, social security number, property address, property value and loan amount sought. Because that information was provided, per 12 CFR Part ****, the lender (Royal United Mortgage) is required to log it as an application and properly decision the loan. Since you did not proceed or sign any documents, the loan was denied due to incomplete application three business days after the application was received. I apologize for any confusion this may have caused.

  Unfortunately, we cannot submit to the credit bureau to remove the credit inquiry because Royal United obtained proper permission prior to pulling your credit. Please feel free to reach out to us directly with any additional questions or concerns.

   

  Regards,

  ***********************
  Sr. ********** Specialist

• Initial Complaint

  Date:12/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was searching the internet for an online mortgage *** seeking a HELOC. Came across Royal United Mortgage and contacted them. They told me that they could do a Refinance w/ cash paid out approx, *****k. After a few days the broker involved fashioned a loan for me he deemed as excellent and the only loan I was able to get in todays market. The loan was contrary all the way to what I was searching for. He said I would not be able to get another loan than the one he put together due to income versus debt.However, I had assets, but was seeking to pay off credit cards. They stated I had to pay for an appraisal which would be included in the closing costs of my loan.However, receiving my Amex statement I noticed a charge for $525 on Oct. 13. I did not authorize that charge on that day. The day their loan was perfected for me was Oct. 18, which had appraisal charges included in their closing costs. Basically, I was double charged for the appraisal.Their only loan I would be able to get (per my broker) was the one presented to me; it being not at all what I was comfortable with as a single woman. I was adviiced and did deny the loan fashioned for the broker and not the client. I felt the actions were dishonest and underhanded; basically did not trust the company incl employees. The appraisal applied to my credit card was Oct. 13; the appraisal was more than a week later, and the loan was dated Oct. 18, again including the appraisal chg of $525; basically a double charge.All in all, I did not feel comfortable/trust Royal United Mortgage, and felt my experience with them to be unethical. I request a refund for the premature chg to my AMEX account ($525)

  

  Business Response

  Date: 12/15/2022

  ************,

  My name is *********************** and I am the Sr. ********** Specialist at Royal United Mortgage. Im sorry you felt uncomfortable in your experience with Royal United. We strive to present the best possible loan options for our customers while accomplishing their goals and putting them in a better financial position. Unfortunately, due to your calculated debt-to-income ratio,the loan options presented were limited.
  

  In regard to the appraisal fee, we cannot order the appraisal until the fee is paid by our customer. ********************************************* obtained your authorization and credit card information from you on October 12, 2022, in order to submit to the appraisal management company. Royal United did not retain any portion of that fee, as it is used to pay the appraiser and the appraisal management company.
  

  I would also like to address your concerns regarding being double charged for the appraisal. Our records indicate the appraisal fee was paid by you outside of closing, however the Loan Estimate provided to you showed the fee on it as well. This is normal, as the Loan Estimate does not differentiate between fees already paid and fees that will be paid at closing,but discloses ALL fees associated with the loan. The Closing Disclosure and final documents you sign will properly specify that the fee was paid by you prior to closing.

  It is my understanding that you are still working with us to obtain a loan and all your concerns have been addressed, but I hope I was able to clarify anything that you did not understand. If you have any other questions,please feel free to reach out to me.

   

  Regards,

  ***********************
  Sr. ********** Specialist

• Initial Complaint

  Date:11/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has harassed me daily since first calling me on 11/23. They had the wrong name / number and I politely told them they have the wrong information. I am not the name / address they are inquiring about and have continued to call and text me daily. I have filed a complaint with the ftc and will contact a civil lawyer if these calls continue. Its clearly harassment now as Ive asked 3 employees to remove my number from their records. I receive atleast 5 calls daily and wish to no longer be contacted.

  

  Business Response

  Date: 11/29/2022

  *****,
  
  My name is *********************** and I am the Sr. ********** Specialist at Royal United Mortgage. First of all, I apologize that you received unwanted calls from our company. We received a mortgage inquiry from LendingTree that erroneously had your phone number attached. I am aware that you told two loan advisors that we had the wrong number and asked for our records to be updated. Unfortunately, it was not updated at that time, so you received additional calls. I have provided feedback to those individuals on how to handle the situation going forward. I personally confirmed that your phone number is now on our Do Not Call list so you will not receive any more unwanted calls from our company.
  
  I would like to thank you for providing this feedback, as we take these matters seriously. As previously stated, I advised our team how to address this situation if it comes up again so we can avoid these issues in the future. Again, on behalf of Royal United, I apologize for any inconvenience this may have caused.
  
  If you have any questions or additional comments, please feel free to reach out to me.
  
  
  Regards,

  ***********************
  Sr. ********** Specialist

  Customer Answer

  Date: 11/30/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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