Anonymous
map-marker Montgomery, Alabama

Incorrect escrow calculations

I have called guild mortgage and cannot speak with a person about my escrow account. The calculation is based off insurance payments that I received a check from guild for escrow in the year I change my coverage. That shouldve lowered my payment this year. It increased instead. I need to speak with a representative asap! The automated system keeps saying Im calling outside of business hours. Its 11 in Alabama on December 19.
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Libbie Bzs
map-marker Brookline, Massachusetts

Payment

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There's no payment center, very difficult to make monthly payment if you can access your account, website doesn't offer one payment option.
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Lizmarie Puj
map-marker Hudson, Florida

Can’t get a live person. Took several tries

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Too automated. Sometimes you cant get information you need from automated app. Having to write 100 symbols is just ridiculous on top of everything.
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User's recommendation: Have a help center

Anonymous
map-marker Trout Lake, Washington

Questions regarding property damage payment

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All questions were answered in appropriate manner. Customer service team was courteous and professional.
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Anonymous
map-marker Montgomery, Texas

Talk to live respsentive

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I need to talk someone about my loan and what iam going through and need to tell someone about what is going on with my situation.
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Anonymous
map-marker Corvallis, Oregon

Difficult to find a phone number on the app when trying to pay by phone when one does not have the paperwork with them

The process results in a series of dead ends and the number should be more readily available. The focus of the app seems to be all about doing it on line.
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Walter B Ivc

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Verified Reviewer

Loss Mitigation Process Needs a lot of work

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I took a COVID 19 forbearance for 9 months between April 2020 and June 2021. I was out of work and started back up in November 2020.

The forbearance was granted with no problem, but their process to get the account back in good standing has been near impossible. Their loss mitigation team has been having me send in documentation going on for 5 months now. At least a dozen different requests and new data they 'need' is added almost every time. I just want to get my home loan current but they won't even talk about options until this paperwork is 'complete' in their eyes.

There doesn't appear to be any other method of getting the process done, and I have asked to talk to a manager or supervisor to get things escalated and am told no they can't do that.

They think they have the power to dangle your house over you and do whatever they want. The customer is not important to them once you are trying to get things back to current if you took the COVID 19 forbearance option.

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Cons:
  • Harrassment
  • Unorganized
  • Unprofessional

Preferred solution: Want options given to get the loan current. I have submitted my loan mitigation application enough times and enough data is present to make a decision.

User's recommendation: Beware of this company, and look elsewhere if you are looking for a company that is organized and has good customer service.

Anonymous
map-marker Queen Creek, Arizona

DISHONEST RUDE HORRIBLE

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REFUSE TO DO MORTGAGE FORBEARANCE AND TO FOLLOW THE LAW OF THE CARES ACT WILL BE FOLLOWING UP WITH THE ATTORNEY GENERAL

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User's recommendation: RUN AWAY FAST

1 comment
Steven B Hxv

I am having the same issue with them.. They claim that my loan is not a federally backed/guaranteed loan therefore it is not eligible for the forbearance provided in the CARES act.

I have a VA loan, which of course is a federally backed loan.

I have sent them information right off of the Consumer Finance Protection Bureau web site, which is https://www.consumerfinance.gov/ to help them understand the CARES act, yet they continue to deny my request for the forbearance. Did you have any luck getting your request for the forbearance?

Justin R Keu
map-marker Bend, Oregon

Unhappy customer

Hi there. Yes, We had a very bad experience with my local Guild mortgage agent. I do not want to spend much time on this, but it has been so bad that we will never use Guild again and we are planning on selling the house just to get the mortgage out of Guilds hands... we tried to refinance our rental house starting last spring and the process has just now ended. And it did not end well. Our agent was always so busy that the information that I would share with him would be immediately forgotten and we were left out of the loop for months at a time. We essentially wasted 1/2 of a year dealing with this process. We understand that with the low interest rates and Covid that things are crazy, but our experience was terrible and it added way to much stress to our family and its a lot of time that we wasted that we will never get back.Thanks, Justin
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Loss:
$1000
Cons:
  • Misleading
  • Unprofessional

Preferred solution: Apology

valarie l Arf

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Verified Reviewer

They stopped communication when we are supposed to close

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We've been at this since the 1st week of June. The house has no money owed and 2 siblings are buying the other 3 out.

Can't be rocket science. Mid August I call and they then send the paperwork thru their online portal to sign. Everything is done at that point. I call 2 weeks later because we didn't hear back.

They say we would close the 1st week of September. Starting September 9th we've made 5 phone calls and a text to a phone that I know receives texts. Mailbox is full on one. I finally sent an email today that we will not be continuing with them.

I did this as a courtesy even though they don't have the courtesy to call us back. We have been speaking with 2 agents...

so no excuse that someone doesn't call us back. We are moving on.

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Loss:
$450
Cons:
  • No communication unless we prompt it

Preferred solution: Let the company propose a solution

User's recommendation: not this group

Jennifer S Zhi

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Verified Reviewer

Didn't pay my homeowner insurance

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I called them, emailed them and sent them certified mail. It didn't matter. My homeowner insurance got cancelled. All because they decided to not pay it any longer after I let them know I was changing companies. I dealt with them for 3 months over this. So I decided I was not going to pay my mortgage any more with this company until they dealt with this issue. I sent them a letter to their compliance department letting them know I was stopping payment for any further mortgage payments along with a copy of my cancelled homeowners policy and told them they needed to figure it out. I also let them know they owed me now for my increase in cost of car insurance.
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Cons:
  • Misleading
  • Unprofessional

Preferred solution: Let the company propose a solution

User's recommendation: Do not use Guild Mortgage

Dale B Way

Watch your account closely

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i made a online payment.my bank had given me a new routing number,i used my old one it said it went through but looking at my account it had not. No word anything was wrong bad time for this to happen.not in the Christmas mood.
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Loss:
$366615
Pros:
  • Loan officers
Cons:
  • Misleading
Reason of review:
Problems with payment

Preferred solution: Let the company propose a solution

1 comment
GuildMortgageCompanyCares

Hi Dale: My name is Brandy and I work at Guild Mortgage. I'm sorry to hear about your issues with online payments. If you want me to look into your situation further, please email me with your loan details at bgonzales@guildmortgage.net.

Anonymous
map-marker Grapeview, Washington

Run like the wind!

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Yet another screw up by Guild Mortgage. We switched banks in early October and got a confirmation from Guild to move the ACH. The first withdrawl from our new bank is posting December 10th (i hope) This left November to pay which i did along with their 7.00 fee. I received a letter of non payment yesterday stating my bank will not honor payment and included:, if it happens more than one time in a year, we have to pay with certified funds. So along with not locking in our rate, not having a convienient way to pay down principal, the enternal wait and phone runaround, and now this, our credit union has offered to step in and get us out at a lower rate. You will probably see a reply from bgonzales to this review, only when contacted, will push me off to somebody else, and her direct number is to the general phone line. Great work Guild, one star is too many.
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1 comment
GuildMortgageCompanyCares

Hi there: My name is Brandy, and yes I work at Guild Mortgage and respond to our online reviews. My email address is bgonzales@guildmortgage.net and I am very responsive to any customer who reaches out to me for any reason.

My direct line, as it has always been, is 858-492-0014. This is not, and never has been, the general number. I encourage customers to email me instead of calling as I am often in meetings, but I am happy to speak to customers in any way they come to me. Because I am not an expert in all areas of the company, I will connect a customer with the most senior person in the department that customer needs in order to receive assistance and hopefully get anything resolved.

I am sorry to hear that you are having a bad experience and am sorry that you are wanting to leave Guild.

I would love the chance to help you to the best of my ability if you would like. Please do contact me if you need further assistance.

Anonymous
map-marker Gardnerville, Nevada

Unprofesional, unaccceptable, not on top of escrow accounts

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Failed to pay insurance premiums out of escrow account and instead took out new insurance policies on our behalf, The worst mortgage company I have ever dealt with. The staff is not knowledgeable and has limited access to accounts. Everything must go through long lines of channels.
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Reason of review:
Access/ activation issues

Preferred solution: pay premium

1 comment
GuildMortgageCompanyCares

Hello: My name is Brandy and I work at Guild Mortgage. I am very sorry to hear about your frustration regarding your insurance premiums and escrow account. If you would like me to escalate your concerns, please do not hesitate to contact me at bgonzales@guildmortgage.net.

Anonymous
map-marker Orlando, Florida

Customer service loan department

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Worst company ever we are in pre foreclosure and can pay for the pay months but not the lawyers fee and they won’t even work with us.. so sad I wish we went with another loan company
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Reason of review:
Problems with payment
1 comment
GuildMortgageCompanyCares

Hello: My name is Brandy and I work for Guild Mortgage. I am sorry I did not see this comment sooner. If you would like for me to look into your situation, please contact me at bgonzales@guildmortgage.net with your loan information.

Warren C Srx
map-marker Northeast Tarrant, Texas

Be careful dealing with this company

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I am a 100% Disabled veteran which makes me tax exempt for my property taxes. When I had my loan through Guild Mortgage, They were still taking money out of my monthly payments to pay property taxes which caused my escrow account to go into the negative. So to make up for the deficiency, They doubled my House payment from $700.00 a month to $1400.00 a month. I ended up having to refinance with a different lender or I would have been in serous debt and I would have lost my house due to being on a fixed VA disability income.
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Pros:
  • Friendly
Cons:
  • Unprofessional
Reason of review:
Problems with payment

Preferred solution: Refinanced with another company.

1 comment
GuildMortgageCompanyCares

Hello Murrigu: My name is Brandy and I work for Guild Mortgage. I am very sorry to hear about the experience you had with us.

Although you are now with another lender, I am happy to look further into this situation for you if you would like. If so, please contact me at bgonzales@guildmortgage.net with more information.

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