Consumer complaint received 2021-03-24
Company: GUIDANCE RESIDENTIAL, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
More than a month ago, I submitted a complaint to your office against Guidance Residential. I was driven by my believe that the information they provided me regarding their rejection of my refinancing request was vague and contained discrepancies. 

However, it never passed my mind that submitting that complaint would lead to Guidance Residential deciding not to answer my emails or fulfill my request to replace my accountant. 
In other words, to start a boycotting campaign against my legitimate requests and communications. 

XXXX XXXX XXXX, my accountant, asked me in a phone conversation to pay off a particular credit card in order to qualify for the refinancing, so I obliged. Since then, I have paid almost XXXX to reduce my debt, and my credit score is XXXX right now, but there is no one to handle my legitimate business and speak with. 

They left me in a total limbo during a very stressful period. 

XXXX XXXX didnt answer any of my messages since my first complaint except sending me one message in which he informed me that his mom had passed away, and he also made a statement in XXXX indicating that he thinks that l have been unjust towards him by submitting that complaint. 

I still have said message. 

I have sent a request to the company asking to speak with to a manager and for a new accountant, but it fell on deaf ears. 

After several very difficult attempts on XX/XX/XXXX, I was able to get hold of XXXX XXXX XXXX, who is a regional manger and whom I believe is behind this wall of silence that the company has presumed against me. 

XXXX XXXX said that they are in process of addressing my complaint, but how could that be when no one is responding to my emails and phone calls!? 

He promised to look into my issue personally, but has yet to reach back out to me. 

The following day I called him to ask him if during their preparation to answer my complaint as he mentioned they are prohibited from contacting me, but he didnt answer, so I left him a message. 

Its hard to believe that not even one email was answered or a phone message and not to tie the reason to my initial complaint. 

I had to resort to a friend of mine to seek his help by speaking to his accountant, XXXX XXXX XXXX, to mediate between the company and I and to encourage them to have a peaceful dialogue by explaining to me the process of accepting or rejecting a refinancing request and also to assign me different accountant, but even this way didnt work. 

Ive lived in the United States since XXXX, and in all that time I have never been humiliated and insulted by a business like Ive been with Guidance Residential. Their wall of silence and inaction built against all my complaints and legitimate requests should not be practiced by a company that claims to be based on Islamic values and compassion. 

If I can not come to a peaceful and substantial resolution with Guidance Residential, I will have no choice but to seek legal action. I really wish to avoid that, but I will be forced if I cant have my basic needs met.

Company response to consumer: Closed with explanation