ComplaintsforRevolution Mortgage

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My loan was transferred to ********* on 12.16.21 and i was noz notified. My checks in the amount of 1748 and 250 were never apploed to my account and no one has attempzed to rectify this issue. I was denied proof that the funds were sent to *********.

  

  Business response

  02/17/2022

  This borrower received direct communication from our servicing department regarding her payments and new servicer.  Attached are copies of email correspondence, the servicing transfer letter and a copy of the check from Revolution Mortgage to her new servicer for her principal reduction.  Please let us know if you have further questionsl,

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Without my knowledge or consent Revolution Mortgage submitted a mortgage application on October 7, 2021. It was not until I received documentation regarding the submission was I made aware. Unable to find information for a corporate office of Revolution Mortgage, I contacted the loan officer I once worked with who was unsure why it was submitted, but also noted that she’d never closed my file. I am very concerned about the manner in which this company is retaining and utilizing my personal information and am disturbed that I’ve not been able to speak to anyone.

  

  Business response

  11/24/2021

  Ms. ***** applied for a mortgage loan with our company in September, 2020.  The pre-qualification was completed but remained in "hold" status until February, 2021.  At that time, the borrower secured a contract and updated her loan but the loan did not close.  Credit was pulled in September, 2020 and again in February, 2021.  In March, 2021, the loan officer moved the file to inactive and no further action has been taken.  All files are retained in our secure system as required by regulatory agencies.  If the borrower received some type of documentation to support the BBB complaint, if that could be forwarded to my attention, I would be happy to investigate.  From a review of our system, it appears no activity has occurred since March, 2021.

  

  Business response

  11/24/2021

  *** ***** applied for a mortgage loan with our company in September, 2020.  The pre-qualification was completed but remained in "hold" status until February, 2021.  At that time, the borrower secured a contract and updated her loan but the loan did not close.  Credit was pulled in September, 2020 and again in February, 2021.  In March, 2021, the loan officer moved the file to inactive and no further action has been taken.  All files are retained in our secure system as required by regulatory agencies.  If the borrower received some type of documentation to support the BBB complaint, if that could be forwarded to my attention, I would be happy to investigate.  From a review of our system, it appears no activity has occurred since March, 2021.

  Customer response

  11/30/2021

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 

  I have attached the documentation received from Revolution Home Mortgage starting that a credit inquiry was run in connection with a mortgage application on 10/7/2021 - see attached. Additionally, I spoke with LaTanya S****** on 10/22/2021 and she informed me that she had not closed my file and did so during the call. She told me that she would contact the credit bureau on Monday and follow up with me. I followed up with her on 10/27/2021 to confirm completion and received the attached text message. As of 11/30/2021 I have still not heard back from her with an explanation for the submission nor record that the credit bureau was contacted. 

  Attached you will find: 

  - The letter received from Revolution Home Mortgage informing of the inquiry 

  - My call log showing the call to LaTanya on 10/22 and 10/27. These are highlighted on pages 8 and 9, respectively. 

  - The text exchange between myself and LaTanya on 10/27 that was sent in response to my phone call.

  - The contact card for LaTanya saved in my phone for proof of verification.

   

  I would like to acknowledge the obvious, outside of this I do not have any other information as I did not initiate or approve the submission of an application. 

  Thank you, 

  ****** 

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

   

  
  Regards,
  
  ****** E****

  Customer response

  11/30/2021

  I have attached the documentation received from Revolution Home Mortgage starting that a credit inquiry was run in connection with a mortgage application on 10/7/2021 - see attached. Additionally, I spoke with ******* ******* on 10/22/2021 and she informed me that she had not closed my file and did so during the call. She told me that she would contact the credit bureau on Monday and follow up with me. I followed up with her on 10/27/2021 to confirm completion and received the attached text message. As of 11/30/2021 I have still not heard back from her with an explanation for the submission nor record that the credit bureau was contacted. 

  Attached you will find: 

  - The letter received from Revolution Home Mortgage informing of the inquiry 

  - My call log showing the call to ******* on 10/22 and 10/27. These are highlighted on pages 8 and 9, respectively. 

  - The text exchange between myself and ******* on 10/27 that was sent in response to my phone call.

  - The contact card for ******* saved in my phone for proof of verification.

   I would like to acknowledge the obvious, outside of this I do not have any other information as I did not initiate or approve the submission of an application. 

  Thank you, 

  ****** 

  ###-###-####

   

  
  Regards,
  
  ****** *****

  

  Business response

  12/23/2021

  We apologize for the delay in this response.  It took quite some research to determine why the borrower had received something that was not populated into our file.  Unfortunately, this was just an unique confusion on behalf of our loan officer.  There were two borrowers with similar names who had been pre-qualified at their request by ******* *******.  Both these borrowers had active prospect files and were updated each time they inquired about properties in their search for properties.  It appears that ****** ***** returned a second time in early 2021 with an updated inquiry and credit was pulled at that time.  But later in the year, a different "******" requested a file update through our mobile app and ******* updated Ms. *****'s credit in error.  When she was contacted by Ms. ***** inquiring about why her credit had been pulled without an updated request, ******* went back to the file and realized she had ordered the credit in error. She then moved the file to withdrawn as Ms. ***** indication she had already purchased a house through a different lender.  We apologize for this error but there was no action taken nor was Ms. *****'s credit shared with any parties.  The file is no longer in our active prospects so it will not be "available" for updating without a specific request from the borrower.  I trust this resolves the inquiry.

   

  Sally Wood, VP, Compliance and QC

  

  Business response

  12/23/2021

  We apologize for the delay in this response.  It took quite some research to determine why the borrower had received something that was not populated into our file.  Unfortunately, this was just an unique confusion on behalf of our loan officer.  There were two borrowers with similar names who had been pre-qualified at their request by LaTanya S******.  Both these borrowers had active prospect files and were updated each time they inquired about properties in their search for properties.  It appears that ****** E**** returned a second time in early 2021 with an updated inquiry and credit was pulled at that time.  But later in the year, a different "******" requested a file update through our mobile app and LaTanya updated *** *****'s credit in error.  When she was contacted by *** ***** inquiring about why her credit had been pulled without an updated request, LaTanya went back to the file and realized she had ordered the credit in error. She then moved the file to withdrawn as *** ***** indication she had already purchased a house through a different lender.  We apologize for this error but there was no action taken nor was *** *****'s credit shared with any parties.  The file is no longer in our active prospects so it will not be "available" for updating without a specific request from the borrower.  I trust this resolves the inquiry.

   

  Sally W**** VP, Compliance and QC

*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. ↩