I have used Figure previously for a…
I have used Figure previously for a Heloc 5 years ago. I began the process on 7-12-26. I received an email from M Rogers from Figure, who would be my who would be my " Dedicated loan officer ." I sent M Rogers at Figure an email with a few questions on 7-13 and 7-16. No response. I called M Rogers, with the provided number. I left 2 vms, without an reply. I sent over the requested information from the dash board that is assigned with my loan number. I checked this 3 times a day, just to be on top of things, if additional information or documentation was needed. After 3 days, there was no movement from " verify identity to signs documents." I called the 1- 888 number, which a rep would say, " Oh yeah, we needed this ( additional information ) bc the home was in a revocable trust. There was no alerts under the little " bell " icon, to notify me of this. I provided the additional information requested. Three days went by, and no movement. I called on day 4, which the phone rep said, " Oh yeah, we need this info now. " I provided this additional info, which I waited another 2 days. Still, no alert or movement. No phone calls from anyone. No alert on the bell icon. I called again, which the phone rep said that, " They are looking through things. Can you send over this additional document now?" I said what additional information, I have sent over everything that was requested. I have no request in my bell icon. " Well, we now need additional information. Check your bell icon. " It seemed , that I had to stimulate Figure, to request items, rather than, having Figure request from myself. A phone call provoked a response, " Oh yeah, we now need this....." This was the last time I spoke with Figure. An manager was suppose to call me 2 days ago, which no one returned my call. I will be transparent- I was borrowing $195,000 at 8.95 % interest rate over 30 years. I WILL NOT EVER USE FIGURE AGAIN. I reached out to Better mortgage, who have been 100 % communicative and professional. I have been updated both by telephone and email about my progression of my Heloc by Better mortgage. The reasons I will not use Figure - 1. The Loan " Officer " never responded via email or phone calls. 2. The under writing staff never updated the " Bell icon " in the right upper corner of your your application. 3. The phone representees seemed that they had more important tasks to perform, other than assisting a potential client. The $195,000 that I will be receiving Better mortgage this week, a portion will be applied to my preexisting loan that I had at Figure. These funds will pay off Figure. With $195,000 @ 8.95 % over 30 years, is several thousands of $$ that Figure will not be seeing, because of poor communication and customer service, from the assigned " loan officer" to the call center reps, to under writing team. Poor communication means, no business. Don't waste your time with Figure, all you will receive is frustration. Updated - 8-6-2026 - I received a phone call and email from " AJ," who is the dedicated loan officer manager. I returned an email to AJ, 3 days ago, and I have not heard anything from Figure ( Go figure, right ?! ) I sent the following email 3 days ago : Hi AJ, Thank you for the follow-up. I do appreciate you reaching out. I am currently working through the HELOC process at Better Home and Financing. The reason I reached out to Figure previously is that I have always had a great experience with your company. When I reached out to Roger by email and phone, it was to inquire about a better rate, since we have been repeat customers. I would consider returning to Figure if you are available to improve the following figures from Better Home Financing: HELOC loan at 1.750% with a current rate at 8.500%. New loan request - $156,000 Expedited underwriting/closing and signing for ^%#@$ and me. I would personally go back to Trustpilot and your CEO and add an addendum on how seamless you made this recovery of our account. I would (with your permission) note your full first and last name and that you made this loan come together successfully, without listing the improved interest rate numbers. Thank you, ^&) No response from Figure. This proves my and others' point that they can not be relied upon.