Consumer complaint received 2026-05-27 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: GUARANTEED RATE INC.
State: MA

Complaint narrative:
XXXX opening a new complaint regarding Guaranteed rate for lender XXXX XXXX at XXXX I respectfully dispute multiple statements made in XXXX response to my CFPB complaint, as the response does not accurately reflect our experience throughout this refinance process. The primary issue was never simply the final underwriting decision. The issue was the repeated lack of communication, failure to provide promised updates, inconsistent handling of our file, prolonged delays, and the overall unprofessional manner in which our application was managed from beginning to end. XXXX response states that communication was intentionally reduced out of respect for our family circumstances after a death in the family. This statement is misleading and omits critical facts. My XXXX and I were the individuals repeatedly attempting to contact the loan XXXX after receiving little to no communication for an extended period of time. I personally informed the loan XXXX about the death in our family. In response, he assured me he would provide an update the following day regarding our case and the additional documentation we had submitted. That promised response never came. Instead, we went over a month without meaningful communication or updates despite multiple attempts to reach out regarding the status of our refinance application. During this time, we were left completely uncertain about the status of our file, what documentation was still required, whether underwriting was actively reviewing the loan, or whether the process was even moving forward. The companys attempt to characterize the lack of communication as a considerate decision made on our behalf does not reflect reality. We were actively seeking communication and updates during this period and did not receive them. Additionally, another hard credit inquiry was performed during this time without proper communication or notice to us, despite the fact that we had been unable to obtain updates regarding our application for weeks. This negatively impacted our credit profile while we remained in the dark regarding the actual status of our loan. I also dispute the implication that all delays were solely due to missing or inconsistent documentation. Throughout the process, we continuously submitted requested documents, responded to follow-up requests, and attempted to cooperate fully. However, requests frequently changed, additional conditions continued to appear, timelines were inconsistent, and communication from the loan XXXX was unreliable. Most concerning is what occurred after the complaint and public reviews were submitted. The individual whose name appears on the companys CFPB response letter, XXXX XXXX XXXX, personally contacted me regarding reimbursement. During that conversation, I was informed that a refund would only be provided if we agreed to remove or back away from our complaints and negative public reviews. This interaction raised serious concerns regarding the companys professionalism and handling of customer complaints. Rather than fully addressing the substance of our concerns, the focus appeared to shift toward removal of negative feedback in exchange for compensation. I believe this conduct is inappropriate and directly relevant to the concerns raised in my complaint. At no point did we expect guaranteed loan approval. We understand underwriting decisions are subject to qualification requirements. However, consumers should still expect transparency, timely communication, professional conduct, and honest handling of their file throughout the process. Unfortunately, that was not our experience with XXXX. For these reasons, I maintain that our complaint remains unresolved and that the companys response does not adequately address the communication failures, handling of the application, credit inquiry concerns, or the later attempt to condition reimbursement on the removal of complaints and reviews.

Company response to consumer: Closed with explanation