NMLS# 13390

Royal United Mortgage

Lender Summary

Royal United Mortgage was founded with the purpose of enriching lives in the communities we serve by providing an unparalleled education and service experience for our customers and employees. The Royal United Mortgage product and pricing process is customized to meet both the short and long term goals of each individual client. We believe the customer expects honesty, education, and results; Royal United was built on these principles.

What they're saying

Ratings & Reviews
15505 Reviews
  • Interest Rates
    Excellent
  • Fees & Closing Costs
    Excellent
  • Responsiveness
    Excellent
  • Customer Service
    Excellent

Review Breakdown

Showing 2 star reviews | Show all reviews

Fair to Poor.

My overall experience was relatively easy; however, I felt that the company and my representative were quick to wash their hands of me once the deal was finalized. I have good credit and would like to think that I did my part in getting the needed documents in order for them. Part of the reason I wanted to refinance my home was so that I could take some money out and consolidate some outstanding loans. My credit report showed an open account that had been paid off several months prior to the start of our refinance process. I advised my representative of this on more than one occasion. He advised me that it was “okay” and we would get it straightened out later. After our deal was finalized, I received a series of checks made out to creditors, including the credit card company that was already paid off. I reached out to my rep., but never heard back from him. I reached out to the company that issued the checks as well via telephone and in writing over the course of two months. I have yet to hear from them. I reached out one more time to my rep. and his supervisor via email and never heard back from them. I am currently out $1000. I am very disappointed. I was soured on what was originally a fairly easy process.

Thank you for sharing your concerns. The Compliance Department at Royal United reviewed your file and the issue you had after your loan closed. It seems that the check you referenced has been reissued to you. Royal United Mortgage strives to provide excellent customer service. We are sorry that your experience was not a positive one and apologize for the inconvenience
  • Closed with Lender:

    Yes
  • Loan Type:

    Refinance
  • Review Type:

    Loan Officer Review
  • Loan Officer:

Wasted Time and Energy

My husband and I began the refi process with Royal United Mortgage in March 2021 with Kristina Trotti as our loan advisor. We are both middle-aged, each have credit scores in the 800’s, solid work history, our home appraised for $25k more than expected, and we were going to have RUM payoff 100% of our other debt, leaving us with a low DTI. Even with all these positives, the refi suddenly fell through in July due to income guidelines that were well known in March.
In addition, Kristina advised that the appraisal is transferrable, and I have learned that it is not. I will have to pay another appraisal fee. I am currently disputing the $565 appraisal fee with my credit card company. I have never experienced worse customer service or wasted so much time and energy!!! I am giving Kristina 2 stars instead of 1 since I cannot know for sure how much control she had throughout this frustrating situation. Her communication and information started off strong but became unreliable and inconsistent over time.

  • Loan Type:

    Refinance
  • Review Type:

    Loan Officer Review
  • Loan Officer:

they made my life a living hell

had me close all my credit card and then tare them up, then they said they were sending me check to pay off the credit cards that i had no account number for, they said for me to call the credit co. to see how to send the check, they should have done it, now i have to call all the credit card people and hope the check don't get lost

  • Closed with Lender:

    Yes
  • Loan Type:

    Refinance
  • Review Type:

    Loan Officer Review
  • Loan Officer:

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Royal United Mortgage

Customer Satisfaction rating is based directly on customer ratings and reviews. Customers rate lenders on their customer service, interest rates, fees and closing cost and overall experience.

LendingTree Certification:

The LendingTree Certification Program recognizes Lenders and Loan Officers with outstanding performance on the LendingTree Network, they are committed to providing exceptional customer service and are graduates of LendingTree University.

LendingTree Certification:

  • Certified Lender
    Certified Lenders have demonstrated their organizational commitment to employee development, at least 50% of their loan professionals have been certified while also providing exemplary service to LendingTree consumers.

Loan Officer Certifications:

  • Gold Leaf
    Gold Leaf is the cornerstone of the loan officer certification program and is designed to recognize loan officers committed to their own professional development while adhering to LendingTree best practices. Gold Leaf recipients know the fundamentals of LendingTree and online lending, they are equipped with the necessary skills to be best-in-class loan professionals.
  • Certified President's Club
    President’s Club is presented to an elite group of loan officers based on success levels in several areas including adherence to LendingTree best practices, commitment to professional development and dedication to customer excellence. Recipients have also met all Gold Leaf criteria.

Royal United Mortgage

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