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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
20/06/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
A reverse mortgage has been registered on our home with our full approval. I was surprised to find that the registered Charge was not provided to us by Home Equity bank our by its agent ***** ******** *****. Along with the registered Charge we should receive the Standard Charge Terms the apply to the mortgage. The answer from HEB is the the documents signed or provided in the application is all we need. A mortgage/charge of land is an important legal document affecting our property. The lender is obliged to provide the actual registered papers.. During the application process I insisted on receiving a copy of the appraisal. The was provided but the compared property information was redacted. The comparable properties are the most important part of an appraisal. HEB answered my complaint about by saying the information was not available due to privacy rules and it would be an invasion of the privacy of our neighbours. The information in an appraisal relating to the compared property is public to the appraiser so the answer is false. The value provided was very high. I believe this is because it makes the impact on the equity of your ownership seem less than it will be. The reverse mortgage is a different animal to the conventional mortgage. HEB wants to lend to the maximum to enhance the interest accumulation. Cautions in their papers aside, the owner should be able to see the full appraisal before signing up.
Business response
04/07/2023
Dear *******,
Thank you for reaching out and taking the time to provide your feedback. We apologize that we weren't able to meet your expectations.
The appropriate parties in the organization have been notified and are getting in contact with you to resolve the issue. Please email ***************@***.ca and/or call 1-866-331-2447 if you have any questions.
Sincerely,
HomeEquity Bank
Customer response
04/07/2023
Complaint: ********
I am rejecting this response because, I sent an email and have no reply. Please send that email to NEB
Sincerely,
******* *****Customer response
17/07/2023
**** ** *** ****** ************* **** ***. Ii do not wish to carry this further. The delivery of the registered charge and the charge terms satisfiers that aspect of the complaint but should not have been necessary to engage the BBB.
Their position on the disclosure of the compared properties is simply silly. Had I obtained an appraisal I would have received the details of the properties compared. I was only interested in the details they had.
Please consider the complaint partially resolved.
******* *****
-***** ******** ******* ****** ***** ********************** *** ******************** ***** ********** **** *** **** **** ** ******** ********* ********** ********* **** **** ******* *** ****** ****** **** ******** *** ******** ********* **** ****** ********* ***** ******* *** ****** ******** ****** ***** **** ******** *********** ** *** **** *** ******* ********* ** ********* ****** **** **** ** ******* ** ** ************* **** ******** ******** ******* ******** ****** ********* ********************************** ********** **** **** ***** ******* ***** *** ******** ** *** *** ****** ***** ******** **** ***** ************** ********************* ****** ********* ******* * ** ********* ********************************** ********* ****Initial Complaint
15/12/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This company has been calling me non stop for over a week now. * *** ******* ********* **** *** **** ****** ** **** *** **** *** * ******* ****** I have never dealt with this business, nor gave them any of my info. I blocked their number, however they then began calling me from a different number under the same company name. I had to block that one as well. They still have continued to ****** me with voice-mail and calls... I am not interested, please delete my number! Thank you.Business response
19/12/2022
Dear ******,
Thank you for bringing this to our attention. Your number has been removed from our system preventing any further communication. We apologize for the inconvenience.
Sincerely,
HomeEquity Bank Client ServicesInitial Complaint
11/10/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
HELLO over the last few months , i am being EMAIL ******* by this business !!! no idea why , i HAVE NEVER contacted then , dealt with them NOR given them any of my contact info !!! EVER !!! DESPITE MULTIPLE attempts to get them to stop , they refuse to do so !!!! furthemore , the " from" email address they used IS ************* FAKED ( SPOOFED) AS WELL.......pretty pathetic for any business to engage in these *** **** practices !!!Business response
26/10/2022
Hi *****,
We apologize for the inconvenience. The right parties in the organization have been aware of this and are working to resolve this for you. We will remove your email address from any further communications.
Sincerely,
HomeEquity Bank Client Services
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Customer Complaints Summary
6 total complaints in the last 3 years.
3 complaints closed in the last 12 months.