Consumer complaint received 2025-11-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: Guild Holdings Company
State: WA

Complaint narrative:
I wanted to buy a mobile home last XXXX in XXXX, paid for inspection, XXXX money and appraisal, decided to walk away as the seller didnt agree to fix all the request, like putting handrails in the steps at front door, when I have XXXX XXXX XXXX baby, super dangerous for my daughter, so I canceled, asked our agent, what to do, he says we cant recover our XXXX money as our excuses were not valid, then XXXX XXXX XXXX us and only asked if he could release the appraisal to the seller and we said NO, we paid for it, we asked XXXX XXXX XXXX XXXX if the seller is returning us some of the cost of it, he said, no! so No, well we now realize that this lender without our consent, behind the scenes worked with the seller and actually ended up Releasing the property appraisal that we paid for, which ended up causing increase of property value, and his name is on file on XXXX offering special financing and naming our appraisal XXXX, before property was {$320000.00}. We just found out this yesterday and took screen recordings of everything and started asking for answers but were just ghosted. 
Not only that, we move forward, we found another home this month XXXX in XXXX, to start over, we started all the process again, paid XXXX money, paid inspection and paid last week to order appraisal, well yesterday XX/XX/XXXX, XXXX, sent the disclosures that shows. Loan amount : {$330.00}, amount financed {$320000.00}. XXXX charge {$390000.00}, there were {$6800.00} difference, that appears to be borrower paid fees from the amount financed. Under 12 CFR 1026.18 ( g ) those fees must be included in the XXXX XXXX, to keep everything % XXXX compliant, we requested a corrected CD, that reduces cash to close or reduce the loan amount. Well he stopped responding emails, he even proceeded to hide the loan from us, I didnt know what to do, I work and my wife is home with baby, so I told my wife try to ask a lawyer what to do, she connected with XXXX online and he told her in the consultation that with the evidence we could threat to just escalate corporate and they explained what to do next if not a good faith answer, and proceed to file a CFPB, my wife had screen recordings of everything, so we went ahead to contact title escrow and with the evidence, they were able to froze the XXXX money, until XXXX XXXX all this XXXX violations, we sent mails the whole day, but still everyone ignore our family needs and messages, when closing supposedly to happen next Friday on XX/XX/XXXX. Then our agent texted us at XXXX, XX/XX/XXXX, saying that he spoke with XXXX and the appraisal for home in XXXX XXXX came back at {$360.00} with no orders required, I asked XXXX for it again during the morning and part of the afternoon, last email was sent at XXXX asking for appraisal, we paid for it. Nothing and still no access to the loan. They tried to hide everything ( but we already have copies of everything ). Well my wife went ahead to file the CFPB so others can learn from this experience, seems like they again after receiving this CFPB file from my wife just email us by mistake the old appraisal {$340.00} the one they illegally released to the seller last month. This is proof of violation # XXXX in my CFPB complaint.

Company response to consumer: Closed with explanation