Consumer complaint received 2025-09-29 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Guild Holdings Company
State: OR

Complaint narrative:
Guild Mortgage Complaint Dossier Prepared for submission to the Consumer Financial Protection Bureau ( CFPB ) Borrower : XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX, XXXX XXXX, OR XXXX Email : XXXX Phone : ( XXXX ) XXXX Loan # : XXXX CFPB Complaint # : XXXX This dossier compiles all key documents related to complaints filed against Guild Mortgage Company, including the original CFPB complaint, Guilds response, borrowers rebuttal, and the updated complaint seeking corrective action. 


-- - Section 1 : Original CFPB Complaint ( XX/XX/year> ) As a XXXX XXXX XXXX XXXX veteran, I filed this complaint to report 17 violations of federal mortgage law and servicing regulations by Guild Mortgage Company. These violations concern my XXXX home loan and resulted in increased financial burden, denied transparency, and long-term hardship. The Department of Veterans Affairs ( VA ) failed to intervene despite being notified, allowing Guild to proceed unchecked.

17 Violations Alleged 1. Refusal to provide call transcripts 2. Ignored Qualified Written Requests 3. Raised interest rate and payment in modification 4. Falsely claimed escrow required 5. Unjustified occupancy inspections 6. Failure to acknowledge certified audit requests 7. Contradictory verbal and written guidance 8. Misapplied/unexplained payment activity 9. Denied assumption rights 10. Blocked escrow removal despite VA permission 11. No hardship/affordability analysis 12. No waterfall alternatives 13. Ignored certified QWRs and audits 14.
Broke verbal commitments 15. No escrow transparency 16. Misled third-party advocate 17. Contradictions in modification details Enabling VA Failures 1. No VA intervention despite illegal modification terms 2. VA confirmed escrow is not required, but did not enforce correction 3. No response to certified complaints and audit requests Respectfully submitted, XXXX XXXX XXXX -- - Section 2 : Guild Mortgage Response ( XX/XX/year> ) Guild Mortgage issued a denial letter to CFPB, asserting that no violations occurred. Their response claimed : Call transcripts are proprietary ; only summaries offered. 

Only the XX/XX/year> QWR was valid ; earlier requests disregarded.

VA approved an interest rate increase beyond 1 %.

Escrow accounts are required under VA Handbook.

Occupancy inspections were justified. 

Audit requests were addressed. 

No discrepancies in guidance. 

Escrow handled properly. 

No record of assumption denial. 

Deferral option not available. 

Verbal commitments not binding. 

No evidence of misleading third-party advocate. 


Conclusion of their letter : No evidence of noncompliance with federal law or VA regulations. 

Signed by XXXX XXXX XXXX, Loss Mitigation Supervisor , Guild Mortgage Company LLC.

-- - Section 3 : Borrowers Rebuttal ( XX/XX/year> ) The borrower issued a rebuttal identifying contradictions and citing statutes : Call transcripts : RESPA 1024.36 requires production ; summaries are hearsay. 

QWRs : XX/XX/XXXX and XX/XX/XXXX requests met statutory requirements ; XX/XX/XXXX QWR not acknowledged in 5 days.

Interest Rate : No VA waiver letter produced ; rate increase beyond statutory +1 % cap.

Escrow : VA confirmed escrow optional ; Guild misrepresented policy. 

Inspections : Prohibited when occupancy confirmed ; photos of door tags attached. 

Audit Requests : Certified mail proves receipt ; no responses. 

Escrow Accounting : Statements inconsistent ; RESPA 1024.17 ( i ) violated.

Assumption Rights : Written denial letter exists despite Guilds claim. 

Loss Mitigation XXXX : Required deferral not offered. 

Misrepresentations : Actionable under CFPB UDAAP ; borrower relied on them. 

Third-party advocate : XXXX emails show Guilds misrepresentation. 


Conclusion : Guilds denial was incomplete, evasive, and not a good-faith investigation under XXXX CFR 1024.35 ( e ) ( 1 ).

-- - Section 4 : Updated CFPB Complaint ( XX/XX/year> ) In light of Guilds response and unaddressed violations, I now request CFPB corrective action : 1. Require Guild to produce full call transcripts.

2. Provide VA documentation for rate increases >1 %.

3. Correct escrow accounting with transparency.

4. Compensate for unlawful inspection charges.

5. Respond to all certified RESPA requests properly.

6. Provide corrective loan adjustments : reduced interest rate, principal adjustment where allowable, and modified loan term to ensure affordability.

7. Address all documented violations and misrepresentations.

Conclusion Guilds denial is contradicted by statute, VA policy, and evidence. CFPB supervisory or enforcement action is required to ensure accountability and compliance. 

Respectfully submitted, XXXX XXXX XXXX

Company response to consumer: Closed with explanation