Consumer complaint received 2021-02-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: GUARANTEED RATE INC.
State: NV

Complaint narrative:
My name is XXXX XXXX and my husband XXXX XXXX, We began the process of refinancing our home on XX/XX/2020 with the company Guaranteed Rate. We were informed that the process was to take about a month or a month and a half. We ran into the issue of our home having XXXX XXXX. Our contract with our XXXX XXXX  was through XXXX. The issue was that the contract was written for us in XXXX, and Guaranteed Rate demanded it in XXXX. I spoke with the company XXXX to see if we would receive another copy in XXXX, and denied our request. XXXX XXXX, an agent of Guaranteed rate, working with us through the refinancing process also helped request the English copy. This was denied as well. We made our best efforts to provide the paperwork they needed. 
Guaranteed Rate then told us to seek a translator, and that it would cost about XXXX dollars. And that was money that at the time, out of pocket we could not immediately provide. After much back and forth, they said they would accept the original XXXX  copy of the documents. We were happy, that finally 2 months later they were willing to accept the XXXX  copy. Two days after receiving the good news, they told us that actually, they could not. 
At this point, I started to feel discriminated against and extremely frustrated because it felt like they were giving us the runaround and being unprofessional. We attempted many times to get in contact with managers in charge or just anyone who could explain why the sudden change in decision. We were ignored, voicemails were unanswered, no one made an effort to reach out to us. This all seemed very unprofessional as we were feeling neglected. At this point, they were already making extensions on the interest rate. And they wanted us to pay the extensions on the interest rate, which was not our fault for the unnecessary delays. They were expecting us to pay 3 extensions. XXXX, the only one working by our side, tried to speak with her managers to remove these ridiculous charges. At the end of it, she could only manage to remove 2 extension charges, and that left us paying for one of them. After all of this back and forth, they finally accepted. On XX/XX/2020, we finally signed the refinancing contract, but we still were forced to pay {$240.00} for the one extension they did not dismiss. 
This seems very unfair to us because it was not our fault they were delaying the process when we did nothing but provide everything they asked for in a timely manner and even tried several times to speak to them on any issues they had throughout the process. We want you to please investigate this case because we believe they discriminated against us, made many mistakes in the process. We also wish to prevent anyone in the future to receive this kind of treatment from this company. We have been through the refinancing process before in the past with other properties and never did I receive such horrible treatment. Even the HR representative, XXXX XXXX, went through our file and apologized on behalf of Guaranteed Rate over the phone. He told us over the phone, he was contracted by the company because Guaranteed Rate realized they also had XXXX clients. He even said revising the files he discovered many things wrong with our case. So again we hope that we can receive any help from you, we would be very grateful. 
Thank you

Company response to consumer: Closed with explanation