Consumer complaint received 2026-04-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Closing disclosure or other related disclosures
Company: Guild Holdings Company
State: CA

Complaint narrative:
I am filing this complaint against Guild Mortgage for repeated disclosure failures, internal communication lapses, and unprofessional handling of our loan process, which led to financial loss, unnecessary delay, and stress during the closing of our home purchase on XX/XX/XXXX. My loan officer was XXXX XXXX XXXX ID XXXX, contact NMLS ID XXXX. I attached screenshots from a group chat including my loan officer, my husband and I, also another group chat including my loan officer, my realtor as XXXX XXXX, my husband and I. 1. Misleading Rate Lock Extension Fee Quote On XX/XX/XXXX, loan officer XXXX XXXX texted that a 7day rate lock extension would cost {$140.00} {$290.00} ( XXXX ). The fee was not disclosed in the Loan Estimate. On XX/XX/XXXX, when an extension was required due to the sellers contingent purchase delay, the same officer quoted $ XXXXdaysa threefold increasewith no revised Loan Estimate issued within three business days explaining this change ( screenshot02 ). When I questioned the discrepancy, Guilds loan officer ignored the inquiry and redirected the topic instead of addressing the inconsistency ( screenshot 03 ) 2. Late Disclosure of RelockSeasoning Rule On XX/XX/XXXX, the loan officer disclosed for the first time that a 30day relock seasoning rule appliedmeaning we could not relock without penalty until XXXX after lock expiration. This was long after our XXXX lock expired on XX/XX/XXXX, despite multiple earlier requests for rate information ( XXXX ). This rule was not mentioned in our Loan Estimate, lock agreement, or any prior discussions, violating TILARESPA Integrated Disclosure ( TRID ) requirements for clear and timely disclosure of lock terms and fees. As a result, we were unable to relock until XX/XX/XXXX, just four calendar days before expected closing day. On XX/XX/XXXX, we requested a quote on exact extension fee, XXXX provided information but it included incorrect information and he was unable to explain comprehensively. ( screenshot 13-18 ) 3. Unprofessional Conduct and Failure to Communicate Guilds loan officer scheduled the Denver branch manager XXXX call on XXXX to resolve our concerns. We waited until XXXX with no call or followup. Later, we learned manager spoke only with the sellers realtor, ignoring us entirely ( XXXX ). I contacted Guilds customer service hotline the same day and was told my complaint was marked highpriority, yet no one from management ever followed up. 4. Mishandled and Incorrect Loan Documents On XX/XX/XXXX at XXXX, XXXX sent revised loan offers that were {$200.00} {$300.00} higher per month and required additional discount points. Had we been able to maintain our prior locked offer, we could have avoided significant financial harm. XXXX even gloated that these offers were the best knowing we did not have any other options but had to accept whatever he offered us on XX/XX/XXXX. Later that day, we received loan documents containing errors. We immediately requested corrections, but Guild never provided an accurate revision before proceeding as though we had already signed. ( screenshot 19-21 ) On XX/XX/XXXX, no loan package was sent to escrow, and we received no update. On XX/XX/XXXX, the documents were transmitted lateagain without notification. We, the borrowers, had to proactively call escrow to confirm progress. On XX/XX/XXXX, at signing, we discovered my husbands legal name was incorrect ( the middle name was abbreviated ), despite us providing correct full names in our application. Guild refused responsibility and wrongly blamed the realtor. This failure showed a lack of diligence in document review and identity verification. 5. Inconsistent Rate and Discount Points : On XX/XX/XXXX, we agreed to 6.25 % rate with {$2000.00} credit. On XX/XX/XXXX, we received the final version closing disclosure that showed we had to pay 0.87 % ( {$630.00} ) points and get {$2700.00} credit. On XX/XX/XXXX, only with the notary person, we received the amendment of rate showing our original rate was 6.625 % with much higher credit now discounted to 6.25 %. This bait-and-switch presentation at signingrevealing undisclosed higher rates/points only at the last minute, then adjusting credits inconsistentlyprevented us from verifying terms or negotiating before funds transferred. 6. Impact Guilds delays and inaccurate disclosures forced our initial lock to expire, exposing us to marketrate risk at closing. The miscommunication and repeated administrative errors caused material financial damage and undue emotional distress during escrow. We absorbed unnecessary costs and were effectively hostage to Guilds lastminute terms, unable to switch lenders without jeopardizing our purchase.

Company response to consumer: Closed with explanation