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2 years ago
Thank you for your submitting Sally S******'s ("Applicant") concerns regarding her application with Homeside Financial ("Homeside"). Provided her comments, the Compliance Department and Customer Care Department conducted a review of her application pursuant to Homeside's operational processes. Please be advised that the below response contains non-public information pertaining to the Applicant. Please take appropriate action that conforms to consumer privacy rights prior to publishing on BBB public forums. On January 18, 2019, Sally applied for a mortgage with Homeside Financial. Sally received various Federal and State disclosures, detailing various terms and costs associated with her application. Provided the type of mortgage Sally had applied for, additional due diligence was required of her home. Specifically, pursuant to the loan type she had applied for, the Housing of Urban Development ("HUD" - A governmental agency) requires a strict evaluation and assessment of Sally's residence to conclude its acceptability commensurate to federal collateral guidelines. Since HUD has yet to approve Sally's residence as an acceptable form of collateral, our Company is required to pause the progression of Sally's transaction until such approval is issued by the Agency. Homeside team members have continuously updated Sally on the progression of her application and HUD's review of her home. This is apparent based on constant e-mails sent from Homeside to Sally from January through August 2019. The latest correspondence sent to Sally updated her of HUD's review, which was communicated on August 26, 2019. As of today, our Company, and Sally, are both pending an update from HUD and its conclusion on its evaluation of her residence - This means that her property remains "ineligible" in accordance with HUD's underwriting and collateral standards. As a Lender, Homeside must comply with numerous Federal and State laws, including Investor collateral requirements. At times, these rules may cause frustration but are ultimately implemented for consumers' protection. At this time, the Compliance Department was unable to identify any policy or procedural disparity after reviewing Sally's active application. Unfortunately, Homeside remains pending of HUDs determination on the acceptability of Sally's collateral. We truly appreciate the Applicant's feedback and in bringing this matter to our attention. It is part of Homeside's mission to achieve an exceptional level of customer service for every applicant. We hope Sally reaches our Customer Care Department to share any more details on her experience: 888-826-2710.
3 years ago
Hello ****** , thank you for your raving review! Geza and his team are some of the best in the industry and we are very proud to have them working with us. If you, your friends, or your family need anything else in the future please reach out to us.
3 years ago
First and foremost, I apologize for any unmet expectations in your most recent experience with Homeside Financial. I assure you that Homeside strives to achieve an exceptional level of customer satisfaction with all of its Borrowers. In August, 2018, you applied for multiple refinance transactions, whereby your appraised value came in low. Please note that Homeside requires an appraisal during the mortgage process in order to assess your home's value and make sure that your borrowed funds do not exceed that assessed value. Your appraisal was ordered and completed, which provided a value below expectations. Specifically, given the current market value of your home, your transactions loan-to-value ratio (LTV) exceeded underwriting thresholds and guidelines. Unfortunately, due to the lower appraised value and the increase to your LTV ratio, your application could not be approved. So you're aware, all of Homeside's applications must abide by its own and its Investors' underwriting conditions, as well as federal and state consumer protection laws. This is mandatory and necessary of Homeside to confirm that all applicants are evaluated fairly and to ensure that each borrower has the ability to repay the loan. In addition, Homeside is required to demonstrate that applicants receive a bona-fide net tangible benefit (NTB) in the loan he/she has applied for. This requirement is for your protection. What this means is that in order for Homeside's underwriters to issue a commitment to lend, you as well every other applicant, must meet certain financial and collateral standards. I completely acknowledge and understand that any mortgage origination process may be laborious and time consuming. As a mortgage lender, we too encounter underwriting requirements that are frustrating but ultimately are designed to ensure borrowers are well qualified. Your assigned loan officer has been a true asset to the overall success of Homeside Financial and we're happy to have him part of our team. Geza continues to receive amazing reviews and feedback from his customers and he is dedicated to assisting all of his customers in their home financing search. Please note, Homeside takes all feedback from its customers seriously and we would like to learn more about your experience. Can you please reach out to our Customer Care Department so we can address any other unanswered questions or concerns - 1-888-826-2710 (or ***@gohomeside.com)
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3 years ago
Thank you for bringing your concerns to our attention. Your feedback has been escalated to Homeside's Customer Care Department and the Compliance Department for review. We certainly take any and all reviews and comments left on our BBB profile seriously and ensure that we dig deeply into reviewing each and every one of them. With 1749 reviews to date, we are extremely proud of our 5 star Zillow rating from our consumers and will certainly review how our sales team communicates that message. We do appreciate your comments as Homeside continues to strive to maintain its exceptional level in customer satisfaction. Homeside has built its reputation on trust and reliability in dealing with all of its customers and we apologize for any unmet expectations.
4 years ago
First and foremost, we sincerely apologize for any unmet expectations in your recent interaction with Homeside's mortgage loan officer. Rest assured, Homeside strives to achieve an exceptional level of customer satisfaction with all of our clients and we regret any short comings in your home financing inquiry with us. Any feedback and comments Homeside receives are carefully reviewed and assessed to ensure we continue to uphold our values and mission. Your published concerns with the BBB were forwarded to Homeside's Customer Care Department and were further escalated to Homeside's Compliance Department. Accordingly, the Compliance Manager, in conjunction with the Customer Care Department, completed its internal investigation into the matter and did identify an isolated training issue with our relatively new MLO. Specifically, the MLO didn't correctly communicate the estimated monthly payment amounts, as automatically calculated using Homeside's loan origination system (LOS). As of May 25th, 2018, the Compliance Department's Manager has counseled the newly hired MLO's associated manger. The MLO's manager will facilitate training, as appropriate, to ensure that such issues be adequately mitigated. Again, we apologize for any miscommunications and we wish you the very best of luck in your home financing search.
4 years ago
5 years ago
Greetings Mr. *****. We sincerely apologize that you feel you did not have an exceptional experience with Homeside. As a Top 100 Mortgage lender, we pride ourselves on customer service and creating raving fans out of every borrower. We also take pride in our continued compliance with all applicable state and federal regulations, to include the Fair Credit Report Act (FCRA). Unfortunately, our customer care team is unable to locate your name or contact information in any of our files, and we would love to discuss your experience in more detail. Your feedback is important to us. Please give us a call at XXX-XXX-XXXX or email ****@goHomeside.com Please include your loan number or name on the loan file in your call/email, and also the Mortgage Loan Originator you spoke with. Thank you!