Consumer complaint: On XXXX XXXX, 2015, I was looking to refinance my home and used XXXX to find me the top lenders in the US that had the best rates and lowest fees. The first one that came up was XXXX XXXX XXXX, so I called them. I got in touch with XXXX XXXX, Sales Manager. I told her that I would like to refinance my home and needed a quote. She asked me for some personal information such as income, credit score, home loan balance, cash out amount, what I thought the value of my home was, etc. which I gladly provided to her verbally. Once she obtained this information she verbally informed me of the rates and fees I qualified for. There was a substantial amount of information therefore I asked her to email it to me, which she said she gladly would and did at XXXX. We continued our conversation and I told her that the fees she 's charging are really high and that I was looking for a XXXX fee refinance with lower interest rate than what I was paying at the time. At that point she said that XXXX XXXX XXXX has the best rates and the lowest fees in the industry guaranteed. She continued to say that if they can not beat a competitor 's price, they 'll give me {$1000.00}. I said great, send the quotes on over and I 'll look it over and do my shopping to see if there are lenders with better rates and lower fees than XXXX XXXX XXXX. Low and behold I called about XXXX other lenders and all of them had lower fees than XXXX XXXX XXXX. I did n't want to bombard XXXX with all the details I received and instead sent her the lowest rates I found to see if she could beat it at XXXX the same day. She tried to call me at around XXXX the same day but I was not available so she emailed me saying " I just tried to reach you by phone and did n't have any luck. I am questioning the validity of these quotes. If you receive a GFE please forward it over. '' I called her soon after and she questioned all the details on the quotes such as does it include all the closing fees etc. I told her it 's all there all she needs to do is click on the word " details '' and it will show exactly what this lender is charging. She did that and saw that all the closing fees were there however she still asked if I could send her a GFE from this lender to see if she could beat it and that the quote is valid. On XXXX XXXX, 2015 at XXXX I emailed her a copy of the GFE as requested stating that the rate is at 4 % however it 's at XXXX cost except for the impound deposit. She replied back to me via email the same day at XXXX and said, " A few things, after you proceed make sure you request a GFE that shows that your rate is good to a future date. The date on here says XX/XX/XXXX, which is understandable because they may not be able to lock your rate in until you submit all your paperwork but just make sure that once that happens you request GFE that shows the date the rate is available through is beyond today 's date otherwise you 're floating and anything can happen. Also it appears that this company is a broker, which means that they are banking on a lender to approve the rate terms and loan as a whole hopefully nothing changes. This is an excellent deal if it transpires. I wish you all the luck in the world and should you close on these terms go ahead and forward me a copy of the final HUD to take advantage of our terms guarantee pending qualification. '' That to me says that XXXX XXXX XXXX could not beat it. They are now refusing to pay the guarantee. 

Company response: Company believes the complaint is the result of a misunderstanding