ComplaintsforOn Q Financial Mortgages Simplified

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On or about June 2019, my husband *********************** and I consulted with OnQ mortgage representative *************************. We did not formally apply for or receive any loan or loan proceeds. Approximately one year thereafter, we each received a Notice of Data Breach of sensitive information and received one year of free credit monitoring. On March 29, 2024, we again received a Notice of Data Breach of sensitive information authored by CEO R.***********************. We again are simply offered one year of free credit monitoring. First, why does this mortgage company continue to retain any personal identification or financial information when we never applied or received a mortgage loan or any proceeds during the period of at least approximately the last (5) years prior? Secondly, what kind of negligence does this company continue to exhibit in repetitively failing to maintain adequate computer firewalls and financial computer security measures to protect the personal identification and financial information of its customers or potential customers? What steps, if any, have been taken to improve computer data security by On Q Financial since the last data breach approximately five years ago given the recent repeat computer security failure?

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On q didn't renew my home owners insurance like they were suppose to. had $**** in escrow account. Insurance was $2200. Taxes just under $300. They forced placed me for a year at almost $19,000. and sold my loan to ************* care. I contacted on q when lakeview told me what was going on I got a new policy and called on q to get them to take force placed off. They say they would and give me half the balance back. They gave me **** back. But when I ask about my **** I had in my account before they put me on forced placed. Nobody acknowledged it. I'm not giving up until its figured out. I may lose my house but this company along with lakeview are sorry loan companies all together. Just put people on the streets. With no regard to people with families. I've been reading all the laws and they are charging me before time frame of being able to charge me also. It's suppose to be a grace ****** of atleast 75 days before the can charge me but doing it anyway.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  LSDFJlk

  Business response

  04/03/2023

  We cannot see the complaint that was filed.  We can only see the customer's name, ***************** and an address.  Under complaint details it shows LSDFJlk and a desired settlement to finish the job. We don't know what exactly this means. 
  

  On Q will need more information in order to research and respond.

  Thank you. 
  

• Initial Complaint

  10/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When I refinanced my home loan, this company failed to send payment for my homeowners insurance so it was canceled due to nonpayment. Now, my current loan provider is penalizing me.

  Business response

  10/16/2022

  Dear ******************,

  Our servicing department has researched this situation and has determined that when On Q Financial, *** purchased your loan from First Heritage funds your hazard insurance was not disbursed with your February 1st payment.  Your loan was subsequently sold to SLS and the balance in your escrow account in the amount of $1,244.04 was to be transferred to SLS when the loan was sold.  An audit of your account has been completed and the funds in the amount of $1,244.04 have been wired to SLS to replenish your escrow account.  

  Should you have any questions or need further explanation, please contact our ******************** at **************.

  We pride ourselves for providing excellent service to our customers and sincerely apologize that this situation occurred on your account.  We also want to thank you very much for bringing this to our attention so that we can go over our process with the ********* to avoid a situation like this in the future.  

• Initial Complaint

  01/25/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I will try and be brief. I refinanced with this company on November 12, 2021, on a loan I had with them. There was no cash out and originally, I was paying closing costs out of pocket but decided to roll them into the new loan. I also decided to not have escrow since I had problems with them in the past paying insurance and taxes on time and would now pay them myself. Through their continued incompetence, on the morning of closing they revised the numbers to require flood insurance that included my entire condo building and is paid with my HOA. This resulted in requesting $545.75 per month in monthly payments plus 12 months of escrow totaling $6,549.00, ballooning my closing costs and consequently my new principal of the loan. This was rectified prior to closing but the principal amount of the loan was not reduced. This resulted in $2,797.84 being due to me. After closing in the coming week I received $2,000.00. I was told they could not give me more since it would constitute a "cash out" loan and they were limited at what they could give. I was told the remaining $797.84 would be applied to reduce my principal. As of my 1st mortgage payment, Jan 1, 2022, it was not applied. As of Feb 1, 2022, the loan was sold and will be serviced by ***************** The principal still has not been reduced with the new bank. I inquired today with On Q and was told it was done Dec 23, 2021 and produced a ledger which is not proof. Note as of 1/5/2022 the amount due me was increased by $55 due to another one of their errors so i am due $852.84. I just want my money. Additional amounts would be accepted for duress and the amount of work I am putting in to do their job. Thank you, ***** & ***************************. I am trying to keep attachments to a minimum, I have more if needed,

  Business response

  02/13/2022

  Dear ********************,

  Our Vice President of Loan Servicing Oversight has been working with our Loan Servicing Agent DMI to get this resolved with Fifth Third.  I do have confirmation that we sent a wire to Fifth Third in the amount of $852.84 on February 3, 2022 and we are awaiting confirmation from Fifth Third that they have applied the funds.  

  Customer service and response time are very important to us and we work to ensure that inquiries from borrowers are processed fully and all concerns are resolved.  Our goal is to provide you with the service you expect and deserve.  All parties that you communicated with have been coached as to expected response times and resolutions of any situation such as yours.

  I appreciate you bringing this to our attention and if you have any questions you can e-mail me directly at *************************************************

  Sincerely,

  *****************************

  Chief Compliance Officer

  Customer response

  02/13/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  
  Regards,
  
  ***************************
  
   

  
  

*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. ↩