ComplaintsforTrue North Mortgage

• Initial Complaint

  08/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  True North Mortgage Agent ******************* performed a credit check on my husband and me without written authorization from either of us. This has negatively affected our credit score and we would like him to be held accountable.

  

  Business response

  13/12/2023

  Hi *****,
  
  We appreciate your contact and understand you have concerns about a credit check performed with your mortgage application.
  
  Credit check consent was provided with your initial application submitted through our website at ******** *** ** **********. But we typically wont perform a credit check before talking with you and checking your information.
  
  We reached out to your mortgage broker. In speaking with you over the phone, he was under the impression you wanted to proceed with your application, which is why he went ahead to help expedite your process (the form was completed with the details needed for lender approval).
  
  We regret any confusion and apologize for your stress in dealing with this matter. We are reviewing our process in light of your situation and will make necessary adjustments in an effort to address your experience.
  
  Please be assured that your credit standing is minimally impacted by a lender mortgage check, even if you have poor credit (with virtually no impact in applying for credit if you have good or excellent credit).
  
  Unfortunately, we lack the authorization to make any direct adjustments to your credit report.
  
  Please feel free to contact me to discuss further, or if theres anything we can help with.
  
  Sincerely,
  
  *********************************
  True North Mortgage

• Initial Complaint

  10/05/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  **** ***** (broker) and True North mortgage have un-ethical business practices. The brokers here will tell you what you want to hear before you sign an agreement. Once signed, don’t expect them to honor any promises, even if you have something in writing. In July/Aug 2021, **** ***** (broker) and I discussed the option for me to either switch to another mortgage lender (**********) for their variable mortgage product OR to stay with ***** ********* for their variable mortgage product and do an early renewal. I repeatedly asked and **** confirmed MANY MANY times in writing (emails) that regardless of which option I chose, that my penalty to switch or pay off the mortgage would only be 3 months interest. See ******** screenshot of email where I point blank asked **** (before signing the early renewal agreement) that the ONLY penalty I would need to pay to switch my mortgage in the future would be 3 months interest. **** also clearly confirms that she will cover the claw back penalty for us. Unfortunately, the mistake I made was to trust TNM and mortgage professional (****). Now, several months after I signed the early renewal, when I asked for my mortgage payout statement in order to pay off my remaining mortgage, I was informed that I would be responsible for the claw back penalty (over $*****). I have reached out to **** as well as ***, shared several screenshots of emails where the penalty was confirmed to be 3 months interest prior to me signing the early renewal, however the explanation offered from **** and *** is that **** made a mistake. According to ***, the email communication from **** does not hold any weight. Instead, ***** response was for me to “talk to a lawyer”. ***** bio on TNM website reads that he works to establish trusted relationships with clients. How can you establish trust with clients when you choose not to honor the agreements made in writing prior to the client signing an agreement. Unprofessional and Unethical business practices.

  

  Business response

  13/05/2022

  Hi ***,

   

  I am the *** of TNM.  I have taken some time to review your case with both **** and ***.  Given the email you provided, I believe you are correct that the claw back penalty should be waived and although **** did not have the authority to make that call, we will stand behind her promise.  *** did not believe he received a copy of this email as your evidence, and apologizes if it was missed.  We regret that you had to go through the BBB to have this resolved but we will promise to make this right.  

  Customer response

  19/05/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  **** (True North Mortgage ***) reached out to me and has been very understanding and empathized with our situation. **** has also turned our experience around by honoring the agreement we made with our True North Mortgage broker. I accept the business's response and thank **** especially for helping resolve this matter. 

  
  Sincerely,
  
  *** *

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩