Customer Service and Support

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Carlos Matos I Florida Direct Lenders

1st Florida Lending

Self-Employed Mortgage Loans

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Florida’s Top Rated Direct Mortgage Lender with A+ BBB Rating We Offer More Than 48 Loan Programs 800-655-1345 I Call or Text us at 407-300-2558

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Customer Support LISTED BELOW ARE THE TOP THREE FREQUENTLY ASKED CUSTOMER SUPPORT QUESTIONS. 1. We completed an application Online and no one has contacted us ? When you submit an Online application, you will automatically receive an email confirmation within minutes. If not, maybe the email you entered on the form was incorrect. Not sure? Just resubmit your request! If it was correct, please check your junk mail or spam folder. Why? Sometimes certain email clients may not recognize emails from 1floridalending.com. If you find our email domain name 1floridalending.com in your Spam or Junk folder. Just add the @1floridalending.com domain or specific persons at the www.1floridalending.com to your email contacts and/or safe senders and/or white list. Also, some email providers allow you to mark certain message as “NOT SPAM” or “ALLOW SENDERS” etc. If your still having issues, please contact Customer Support using the form below. 2. We have not been updated on the status of our loan for many days? There are no set update timelines on an active loan file. The frequency of a loan updates varies throughout the loan process, but are generally sent twice weekly after your loan documents are submitted to our processing/underwriting department. Updates may increase depending on the type of loan, requests for additional documentation, underwriting issues, holidays, and secondary reviews. The delivery methods for updates may vary from email, text message and/or by telephone. 3. Why are there delays? Generally speaking, most loans take 21 to 35 days to receive final approval from underwriting. This timeline starts when a completed loan file and the required documentation are submitted to underwriting for approval. It is important to note, that there can be a host of reasons for delays any time throughout the loan process. On the underwriting side, the most common delay is when underwriting requires additional documentation and/or requests updated documentation even after issuing a conditional approval. On the borrower’s side, there could be document errors, incorrect information, missing bank statement pages, unreadable or illegible documentation, credit rating changes during the review period and not providing documents in a timely manner when requested or sometimes borrowers fail to disclose recent purchases, litigation, child support etc... Needless to say, there are too many variables to list here and borrowers should expect the unexpected. The good news is that these are the exceptions and not the rule with most of the "issues" listed above are resolved quickly. 4. Why are the cost, fees, rates and other charges higher that what is discussed on the Initial Loan Estimate and/or Closing Disclosures? Based on new laws initiated back 2005 that mandated that lenders issue Initial Loan Estimate and/or Closing Disclosure. This forced all lenders to overestimate cost, fees etc ..the Initial Loan Estimate and/or Closing Disclosure and then provide borrowers with the final "actual " numbers (which is usually lower) once underwriting sends you the Final LE/Closing Disclosures. Why, because the new law makes it illegal for any lender to surprise a borrower with higher charges on the Final LE/Closing Disclosures that underwriting sends you to sign. Simply stated, we can always raise and overestimate charges, but we can never change or reduce fee, charges etc. on the Final LE/Closing Disclosures once sent by underwriting. In that case we would have to pay the difference Below is a broad outline of why lenders sometimes overestimate fee, charges etc on a Initial Loan Estimate and/or Closing Disclosure • A change of circumstance • You decide to change the kind of loan, for example moving from an adjustable-rate to a fixed-rate loan • You decide to reduce the amount of your down payment • The appraisal on the home you want to buy came in lower than expected • You took out a new loan or missed a payment on another loan, and your credit score has changed • Your lender could not verify your overtime, bonus, or other income • The interest rate on your loan was not locked, and locking the rate caused the points or lender credits to change Once you receive the "Final LE/Closing Disclosures" from underwriting will reflect the locked rate and actual accounting of all charges, fees etc including settlement charges. If you have any further questions. Please email customer services at support@1floridalending.com

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