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Guild Mortgage Company: Case Study

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This letter is in response to your correspondence received by Guild Mortgage Company (“Guild”) on September 28, 2016 which was submitted through the Better Business Bureau (BBB). Thank you for the opportunity to review and address your concerns. Your correspondence relates to your dissatisfaction with the service you received. Additionally, you requested reimbursement for various fees in connection with your loan transaction. Guild understands that the process of purchasing a home can be stressful at times; thus, we empathize with your situation. We regret that your experience did not meet our standards. You were prequalified for an FHA 30 Year Fixed on 08/02/2016; this was not a preapproval. You submitted your loan application on 08/23/2016. On 08/31/2016, you received a telephone call from the Loan Officer Assistance advising you she still needed the Award letter for your SSI income listed on your loan application. You informed her that the income you listed was in fact for your husband. …show more content…

The loan representative could not proceed because the debt ratio was now above 50%, which presented and issue. Additionally, there were two accounts you were disputing on your credit report. The loan representative began the process to have the disputed item removed which took several weeks to accomplish. Once the two items were removed from your credit report, your credit was re-ran and your Fico scores decreased substantially, by 20 point. Unfortunately, due to the decrease in your FICO scores, you no longer qualified for the loan and the application was

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