ComplaintsforFirstBank Mortgage

• Initial Complaint

  03/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was applied for a mortgage loan to purchase a house and had put in a application on 3/8/23 and had my credit pull and no one response back to me at this bank, *************************** and **** text me and ************* that she will be pulling my credit and following up with me and letting me know etc.. didn't heard from her at all, And then she said let ne ask ****, I am so sorry nobody has given you an update this was on 3/24/23 *********************** still no response and I text **** no response, phone called, texted, email nothing, how you pull my credit and it drop 7 to 9 points its now 714 and no one telling me what's going on with the application am I approved are what, this will be my 4 times purchase a house, so I have good credit and a good job and asset money in my saving and checking and I have another bank account as well , if you need more information from me are anything pick up the phone call me tell me something, poor communicate and this is bad on the company, I don't understand from its been almost a month and no one is responding telling me if I am approve are what, don't pull my credit and not tell me nothing , this company very bad business very unprofessional and at least email, leave a text message, voicemail are mail me a letter , tell me something please, for god sake, I had the realtor to reach out to **** and she text him no response this guy is unbelievable , I can't believe how unprofessional he is and poor communicate, will you not call your mother, so sad, the realtor call him about a closing she had for a client and he response to that, didn't want to response to her about me, said he didn't have time to talk about it, and he will give me a called and never call me just lied to her and lie to me. I just want him to tell me what's is going on am I approved and if don't just have someone sitting waiting for weeks and no response, first bank is horrible stay away, do your research before you get involve, don't trust them, give me my point back to my credit

  Business response

  04/13/2023

  We understand the borrower's concerns and take this matter seriously. A thorough review has been completed and in order to protect the consumer's privacy we have responded to the consumer directly. 

  Customer response

  04/13/2023

   
  Complaint: 19865453
  
  I am rejecting this response because: they didn't resolve my issue fix my credit . I will not be doing business with this company at all poor communication
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing a formal complaint on this mortgage company because back in November they failed to send me a statement about my escrow going up. We did have auto setup and took it off because by the time I was able to talk to someone and ask why I was overcharged they couldn't explain to much why. Again they failed to send me a statement and breakdown of the escrow going up. They have failed to contact me and everytime I call the so called manager is in a meeting how convenient Everytime I call. Our credit was hit hard with 2 missed payments and brought our score down each 58 points. Again the representative was rude and told me to take it up with my post office. Why should I do that when it was first bank who never sent me a statement of the breakdown of our escrow. But in January I did get a letter about the missed payment again they are a financial institution who are supposed to notify us of any changes to our account. They have told me to dispute the credit report which I have done and they fought it. This institution is by far the worst I have ever had to deal with. Very rude, unprofessional and they do not communicate. I would like for them to just take the missed payments off my credit report and make it right. I have also called and they can't even provide me with a statement of what we owe. They can tell me but not send me any kind of statement. I'm sorry but I work for a financial institution and yes we are supposed to provide all documentation for the customer. I don't know but this is not the way to run a business and the way they work just doesn't sit well with me. Alot of sketchy stuff they are doing.

  Business response

  02/21/2023

  In order to protect the consumer privacy, FirstBank responded directly to the consumer by mail delivery on February 16, 2023. 

• Initial Complaint

  09/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for a forbearance due to covid related financial hardship. I was a approved and it ends on 9/30/2021. The mortgage company has been reporting my account late, even though it was agreed under the forbearance plan that it would NOT be reported to the credit bureau. I also applied for a deferral to have the unpaid amount added to the end of my mortgage, I was approved. However, THE AMOUNT WAS NOT ADDED and my credit was severely affected. I have attached letter proving my approvals and proving that reports this bank is making are fake and their practices are unlawful and unfair.

  Business response

  11/05/2021

  Business Response /* (1000, 14, 2021/10/25) */ Case number XXXXXXXX Greetings, You will or already have received a response to you Better Business Bureau complaint dated 9/25/2021. We will not publicly give information on financial matters. Again, your BBB complaint has been responded too and it has been mailed to you. Thank you

• Initial Complaint

  09/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Regarding Loan # XXXXXXXXXX. Since getting a Mortgage w/ FIRSTBANK in February 2017, I've never been late once. Unfortunately, I had to file Bankruptcy around March 2021. It was approved and has been discharged several months ago. During the Bankruptcy process, I still received my Monthly Statements as usual. For the last 3 months, I don't receive my Monthly Statement unless I call over and over requesting one. I should have received my October Statement a couple weeks ago. I'm always told that nobody works in & there is nobody to talk to in the Department where the Monthly Statements are generated and mailed out. I DO NOT make payments online nor by phone because you receive no Evidence for what month, what the payment is meant to be applied to nor the date that you made the payment. All you get is a email saying: Thanks for your payment! COME ON PEOPLE, HOW HARD CAN IT BE TO INCLUDE THAT INFO IN YOUR EMAIL WHEN YOU MAKE A PAYMENT BY PHONE OR ONLINE?

  Business response

  10/19/2021

  Business Response /* (1000, 10, 2021/09/23) */ Greetings You will be receiving information via regular mail regarding your questions. This is an acknowledgement that your matter has been researched but due to privacy practices we cannot display the information on a public forum. Thank you for questioning us as we certainly want to know what our customers are thinking. Consumer Response /* (3000, 12, 2021/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will only accept once I hear from Firstbank Mortgage. I honestly don't expect that I'll hear from them. They have my phone number on file, so why don't they just pick up the phone and call me? When I call Customer Service, they're not able to solve the issue and never able to give me answers to my questions. Once again this month, I had to call and ask for another statement to be sent to me. I just received that one yesterday. Thank you! Business Response /* (4000, 14, 2021/10/05) */ Dear Mr. *****, FirstBank and it's servicer of your mortgage has responded under a separate mailing due to privacy requirements. We hope this response is in line according to your thoughts. Thank you Consumer Response /* (4200, 16, 2021/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't know why someone that has some sense and can give me some answers, can't just pick up the phone and call me about the situation. You have my phone number. Because when I call Customer Service, nobody can give me any answers at all. Once again, I had to call and get a statement sent to me so that I could pay the Mortgage Payment for October. I seem to be getting nowhere concerning this matter.

*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. ↩