AnnieMac Home Mortgage

Poor communication

AnnieMac is a mortgage broker that is average at best. Since they offered nothing to write home about, i will simply relay the experience we had that caused my husband and I to choose another lender. The broker we were working with Katie asked for several documents from us. We sent them. Nothing out of the ordinary there. Then we got a call and email from a woman Julie who claimed to work with Katie and who requested a lot of overlapping documents. Apparently she was supposed to be working with Katie to help with the underwriting process. It was clear that Katie and Julie were not properly communicating, as Julie was requesting items we had already sent to Katie. Julie also was fairly condescending in her speech to me, which was unpleasant from a customer service point of view. She kept asking for our whole credit information to be sent over email and I kept expressing my concern for such info to be sent all at once. When i told her that, she went on to explain why she needed it to order the appraisal and then explained what an appraisal was, which was not the point of concern. Ultimately we sent it due to her constant pressuring, and conveniently our credit card was hacked the next day, which we feared would happen. Now we are not convinced that the other sensitive information we sent was secure. The worst part was that Katie had emailed Julie (i was CCd in the email) telling her to just call for the info, and she continued to say she needed it over email now or else she could not order the appraisal. When we brought the issue up again with Katie, she just apologized and then offered to pay for the appraisal, but she must have forgotten that she had already agreed to pay for the appraisal. She never got back to us about how the situation was dealt with, and ever since we brought it up, her conversations with us were fewer and shorter. We had to keep pressing for updates or asking how things were going. And then i got another email from one of their workers, a Joe person, who asked for my verification of employment. I needed a release of information from him per my HR in order for my HR to send it, so i emailed him, called him, and asked him to call me back. He never emailed me back, did not pick up, and did not call me back. The communication breakdown became more evident the longer we worked with them. It seems that their workers are not on top of their documentation, were not communication with each other, and were not communicating well with us. I hope anyone who sees this chooses another broker company! Oliver Woodbury with Pioneer Mortgage Funding is awesome and does a good job with matching or finding lower rates. He is very knowledgeable, professional, and efficient. If you are in Florida, I would highly recommend him. This is my second time working with him, and if i buy another house, i would work with him yet again.

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Bad

Inquired about refi, did not get a response for 7 months... 1 payment was late due to a computer error on my part but because of this I am not able to make online payments for 6 months, so I mailed a check, 2 weeks go by and my bank account shows nothing. I call to inquire about receiving my check and I am told they will not except my check they need cashiers check.. they will not let me pay over the phone. I do not understand why they make it so difficult to pay them. Very frustrating.

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Total confusion

Having originally been told that we could complete our refi in less than a month, we now find ourselves 3 months in and still not completed. We worked with Michael and towards the end his manager Robert. Not only was communication through the whole process extremely poor but they didn’t seem to have a good understanding of the financial information we were asked to supply. Key items were overlooked which led to last minute confusion on their part. We kept getting underwriting questions that had been answered, and even satisfied, over and over. Trying to get a straight answer about our closing disclosures was almost comical. We’d be sent one disclosure with outrageously incorrect information. Then when we queried it, we were told to just sign and they would resend another CD with the correct information. That never happened. Perhaps they value new home purchases more, as I was consistently told that they were prioritizing those over refi customers. My advice would be to look at a company that values your business and customer service. We certainly didn’t get that feeling or experience here!

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