Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went online with point they send me out two brochures stating that I could get up to ******* on my loan that I have to pay back for 30 years went through all the paperwork got everything done they sent me telling me what it be closing that I went up with ******* supposed to havea phone call from their agent. They put it off another phone call to agent they put it off then they sent me another statement stating that they would be aperson contacted me to do an appraisal of the property. Never heard from anybody they sent me person contacted me to do an appraisal of the property. Never heard from anybody. They sent me another statement saying everything was good still haventheard from nobody now this morning I get in the mail saying oh no we cant help you. This is a waste of time. All theyre is stealing peoples information so I dont know if theyre approving loans and taking money and keeping it for their self but this is so wrong. It is nothing but a scam they make you go through all this paperwork which Im approved through two other locations I like this wait 30 years Refinance and pay it off but now they have all my information out there and denied the loan after approving. It even sent me the closing statements of how much I would be getting what a scam this just happened 4-11-25 they seen your brochure throw in the trash. What a rip off so Im going back with the other Location that approve me. I just make highermonthly payments and I told them from the get-go through email that I was doing this to fix up my home and get rid of my credit card bring my credit score up. I printed every email they sent me to me. Theyre stealing peoples information. Yeah they need to apologize to a lot of people.

  

  Business Response

  Date: 04/21/2025

  Were sorry to hear about your experience with our team as well as the third-party appraisal vendor. Weve shared your feedback with our homeowner experience team.

  Please be assured Point takes the security of your personal information very seriously, just as we do with all our homeowners. Any information you shared with us as part of the application process will always remain confidential.

  Unfortunately, Point does not work with any properties with a lien from ********* on the title. You are welcome to reapply once your relationship with ********* concludes.  Please let us know if you have any additional questions about the reason for your rejection. A member of our team would be happy to reach out to elaborate.

• Initial Complaint

  Date:04/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father (86 - RIP) was a target of both of several fraudulent bank/wire transactions and predatory home equity interest activity with point com digital financing. Points predatory behavior established multiple positions on his Arizona home and one on his Illinois home. He passed on 3/13/25 entirely broke, unable to make mortgage payments. Both homes are now in foreclosure. As administrator to his decimated estate, I only recently learned the extent to which Point worked my father over. I reached out to them, asking to amend the arrangements for a return on principal with a reasonable return to them - versus the egregious arguably illegal effective APR. Given that both houses face auction point would likely lose out on all, but they refused to even have a discussion to amend the arrangements. Not only was Points HEI predatory and an aged, cognitively disabled appalling, their response to the circumstance has been unacceptable.

  

  Business Response

  Date: 04/15/2025

  We at Point Digital Financing extend our condolences on the passing of your father. We understand this is a difficult time. 

  We have carefully reviewed your complaint regarding the ********************** (***) agreements your parents entered into with Point. We want to assure you Point is committed to operating ethically and following all applicable laws and regulations. We take these concerns very seriously and have reviewed our records regarding your parents agreements.

  Our records show that your father completed four separate counseling sessions provided by a *** approved counseling agency, totaling four hours of education since 2021. Furthermore, during interactions with our Account Managers, he appeared to be of sound mind and consistently expressed an understanding of the *** product.

  Point offers a ********************** contract (***) under which homeowners receive an upfront cash payment in exchange for a share of their home's future equity appreciation (or depreciation). The return to Point is directly tied to the future value of the home.

  We acknowledge your request to amend the terms of the agreements. Please be advised any determination of the payoff amount to Point will need to be calculated in accordance with the Calculation of Point Proceeds as defined in Schedule 2 of the agreement. Point is unable to offer a payoff that does not adhere to the terms and calculations specified within this agreement.
  

  
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23164980
  
  I am rejecting this response because: ***** B ****** was cognitively impaired for several years and a highly financially distressed elderly individual. He couldn't possibly comprehend the agreements entered into with Point Digital finance. At the time of his passing on 3/13/2025 he was financially decimated. As just one example, Mr. ****** was a target of "a property in your name, but pay the *** in advance" scam for most all of 2024 - wiring over $400K in ~40 different transmissions averaging ~$10K/transmission. There were others preceding and following those. These and others (previously reported to CFPB, ***, FTC) are just a few examples illustrating his cognitive disability and how susceptible Mr. ****** was to financial exploitation.
  
  Point took advantage of Mr. ****** multiple times on multiple properties across two different states. The most recent churn in which Point received fees and excessive paybacks was in July-2024 on Mr. ******** Arizona home in the amount of $210K. Previously Point exploited Mr. ****** on a $225K pull ("equity position") on the same Arizona home, only to receive a $390K payoff plus fees not too long after. It should be noted, the payoff funds  came from a different Point pull on Mr. ******** Illinois home in the amount of $350K plus another $40K pull on his Arizona home. That's right - Point cycled multiple times over two different properties pulling and paying itself back egregious amounts of money. Together, Point financially exploited Mr. ****** taking significant positions on two different homes (** and IL), which are now in foreclosure. Rather than being open to discussing a reasonable amendment to the arrangements (e.g. principal plus a reasonable amount on top of that), their ************ Manager" said they would be fine with rolling the dice on auction of the home in which they would likely receive nothing should the first mortgage not be made whole in an auction. It's odd behavior that Point would s**** over boths its clients and its shareholders.
  
  In short, Point financially exploited a elderly, cognitively disabled individual, distorted appraisals/valuations for egregious positions exceeding an artificial, misleading cap, churned multiple times on a single property in ******* into another in ********. In addition, on the most recent Arizona arrangement, Point falsely considered the ** property as a rental property, deflated appraisal to increase its spread and position accordingly.
  
  Point was clearly preying on a cognitively disabled individual, spread their "equity" position over two different properties in two different States, and inappropriately churned on a ** property multiple time into an IL property - lending money to Mr. ****** and receiving it and much more back before Mr. ****** even sold either home.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/21/2025

  Thank you for giving us the opportunity to respond. We are working directly with the customer to resolve his concerns surrounding getting his father's HEI accounts resolved.

• Initial Complaint

  Date:03/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  03/13 Point mortgage was supposed to fill out escrow and have money sent an account to amount of $26,798.72 at this point in time Point mortgage have failed meet requirements for closing With the signed contract. Should be a breach of contract The funds do not receive by wire transfer at the close of business today my time ******* standard this contract should be counted as breached

  

  Business Response

  Date: 03/20/2025

  ********, we appreciate the opportunity to address your concerns. We understand how important a smooth closing process is and value your patience. Our records show that ***** reached out on 3/13 to clarify the funding timeline, and we can confirm that the funds have been successfully disbursed. If you have any further questions, please dont hesitate to contact us at ************************************************************************.

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are trying to tell me an issue about my title which I have a copy of and nothing on it. They just play games and I think its probably best to go somewhere else!!!!!

  

  Business Response

  Date: 02/21/2025

  ******, it seems there was some confusion regarding the email you received from your processor, which may have caused some frustration. Our team understands how important it is for you to access your funds quickly and has been working to push your application along. Our records show that youve since been in touch and received your final offer. If theres anything else we can clarify or assist with to move things along smoothly, please dont hesitate to reach out to ************************************************************************. Were here to help and want to ensure this process works for you.

• Initial Complaint

  Date:12/24/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is lack of communication from this company. I initially inquired about their product on November 1st, went through the pre-qualification process, scheduled an appraiser on December 2nd and as of today, December 24th and multiple emails to the account *** and phone calls and still no response on status. You call the customer service line and they have very limited information. I had updated information related to the title of home since it's under my husband's name and he has passed away, but no one bothered to call me back and follow up, This is not how you run a fintech loan company. Radio silence for weeks is unacceptable and not professional at.

  

  Business Response

  Date: 01/03/2025

  Leurn, we're incredibly sorry to hear about your experience and the lack of communication you've encountered. We understand how important clarity and responsiveness are, especially with such a significant financial transaction. A senior team member will be reaching out to you directly to go over the details of your application and why we cannot move forward at this time. One of our requirements is that applicants must be listed on the mortgage. A member of our team will explain this in more detail and answer any questions you may have.

  Customer Answer

  Date: 01/06/2025

   
  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.
  
  Sincerely,
  
  Leurn Sybunroeung

• Initial Complaint

  Date:11/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They took 5 months to try and complete a loan. They were completely un-transparent about the process and timeline. The communication was atrocious with little information on the status. They were a compete waste of time and completely unprofessional.

  

  Business Response

  Date: 12/03/2024

  ******, we appreciate you bringing your concerns to our attention and giving us the chance to address them. We apologize for any frustration the delays or lack of communication may have caused.

  After reviewing your application, it's clear that a combination of factors contributed to the extended timeline. Although we ordered an appraisal on 8/22, you didn't schedule it until 9/18, meaning it wasn't delivered to us for review until 10/3. Our request for evidence of insurance sent on 10/10, was completed on 10/29. Additionally, delays in receiving an updated title report and sewer bill payoff information further impacted the process.

  We recognize that our communication could have been more proactive, particularly between 10/7 and 11/15, when updates were less frequent. We've passed this along to a senior team member. While we regret that this transaction didn't go as planned, we remain committed to improving the experience for future customers.

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initiated an inquiry about their home equity investment in July 2024. I was honest about needing it for debt consolidation and home improvements. My credit score qualified even though I was told by numerous people that credit score doesnt matter in this situation. I submitted all required documents in a timely matter, dealing with the rude home appraisers and having to take time off work to have them come take pictures of my house. The lack of communication and misinformation caused a lot of things to be delayed. I sent numerous emails to my account manager, underwriting managers, called main lines, asked for phone meetings, explanations, timelines. All for the communication to be terrible. No answers, phone appointments that never happened due to people not knowing how to properly make the phone appointments. My credit report expired on 10/15/2024 so I authorized a new one to be ran. In the time between July and 10/18/2024, my credit score had dropped and I no longer qualified for the offer that I was already sent to me and accepted. Due to their negligence, I am now left in a position that I dont know how to navigate. I applied for this for debt consolidation, of course my credit was bound to drop.

  

  Business Response

  Date: 10/25/2024

   Hi *******, thank you for allowing us the opportunity to address your concerns. We're truly sorry to hear that your experience did not meet the level of service we aim to provide. I've escalated the communication issues and concerns regarding the third-party appraisal to a senior team member. Regrettably, we're unable to proceed with your application at this time, as we do require homeowners to maintain a credit score above 500 throughout the underwriting processwhich in your specific case was prolonged due to title issues. 

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon working with pointe, everything was great as far as customer service and responses from my agent. After signing clothing documents, I noticed I was short $5000. I had to jump through hoops to find out where this money was sent. Due to me getting a new homeowners insurance policy pointe sent $5000 to the homeowners insurance even though it is paid through escrow. Nor did I agree to this in the contract so the amount they say I received is not what I was given. It has been and I have yet to receive my missing $5000. To top everything off point to issue a check to my mortgage company to bring my mortgage to an updated balance. The check was over $6000 and pointe rejected the check from my mortgage company which has sent me and my cosigner into aTo top everything off point to issue a check to my mortgage company to bring my mortgage to a updated balance. The check was over $6000 and pointe rejected the check from my mortgage company which has sent me and my cosigner into a crisis as this is affecting our credit history. I have contacted my agent the girl that works for her along with pointe customer service and I have yet to receive a call back. This is beyond unacceptable from this company.

  

  Business Response

  Date: 06/04/2024

  *********, thank you for giving us the opportunity to address your concernswe completely understand how frustrating this is. Regarding your insurance double payment, the insurance check was for $5,068.81 and cashed by A*******. Your account manager, ***, **** you a copy of the A******* payment that cleared the title companys account on 4/26/24. Our records indicate that **** from A******* agreed to refund the overage once both payments were processed. We recommend reaching out to A******* to determine how and when the funds will be returned. Regarding the mortgage payment returned check, on 5/29/24, *** **** you a copy of the cleared check for $5,280.31 showing that M** **** cashed the check on 4/30/24. The delay in this posting to your account appears to be on the mortgage company, as the payment was processed and cleared by M** ****. You'll need to speak to M** **** to determine the delay in disbursement. We ask that you keep us updated, and please don't hesitate to reach out to *** or ********************************************** should you have further questions. 

• Initial Complaint

  Date:05/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a current loan through Point that was taken less than 12 months ago. The actual loan process took almost 4 months, and we were told initially 4 to 6 weeks. We worked our way through a number of challenges and hiccups that occurred inside of points structure regarding missed details. Lack of follow up and communication misfires. Now I am looking to pay the loan off and it is proving more challenging to give them money. Weve made contact 4 times as of now and the First Three we requested payoff amounts and were told would be sent within one to two business days. Now a week later, we still do not have a reply or an payoff and upon calling today was told that we need an appraisal. Ive just sold my house, so I have the sale value. I have the appraisal that Point did on my home, when the loan was originated, both of which are higher values than the current market. I cannot even get somebody on the phone, who has the knowledge or authority to provide a payoff amount. Bottom line if you are willing to deal with overpromising under delivering and significantly poor customer service, the loan structure is good for the right situation. If you expect any form of customer service, client response, communication, or even rational intelligence, you could find yourself very frustrated very quickly. I have followed their directions exactly, and still have yet to receive communication or even an expectation of communication. To date I have no resolution.

  

  Business Response

  Date: 05/12/2023

  Thank you for the opportunity to respond to your concerns and provide additional details regarding your ********************** (HEI) through Point. With regard to the long application time, you should have been apprised more regularly of the status of your title curative efforts and the potential impacts on projected funding timelines. We appreciate your feedback in this regard and have worked closely with our production teams to enhance our processes and communication practices to ensure that our customers feel engaged and informed at every step of the application process. 
  

  According to our notes we see four attempts to receive a payoff, one occurring May 8th from a title company and they attempted to conference you in for authorization but were unable to reach you. The other three occurred on May 10th, from you via phone call and one via email from a title company. It looks like we completed that request yesterday, May 11th and sent the payoff to the title company with your authorization.
  

  Please do not hesitate to contact ** if you have any additional questions or concerns regarding your payoff or the remaining steps in the process. 
  

  
  

• Initial Complaint

  Date:03/08/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2022 I signed into a HEI contract with Point.I just learned about their refinancing option for Point customers called RePoint.I was relieved to hear about this- as my home had grown in equity- and my credit score was up. And I need the money.I then received a message stating that Point was no longer working with customers in *******.Really? So now I am stuck- because no other mortgage company wants to be behind my first mortgage and then Point.Why was ******* not a problem when I got locked into an agreement in June of 2022?I was told to get on the waiting list- I find this to be extremely dismissive, being a present customer of ************************ am now stuck and unable to refinance without paying off my first mortgage, then Point plus 65%% of the grown equity.I also have to "get approval from Point" first if another company does decide to refinance my home.

  

  Business Response

  Date: 03/14/2023

  Thank you for the opportunity to respond to your concerns and provide additional clarification.

  As you are aware, we recently made the decision to suspend new origination activities in *******. While we do not have an exact date on when we will resume operations in *******, we will notify you, and others on our waiting list as soon as that changes.  

  As far as refinancing your first mortgage, you do not need permission from Point in order to do a rate/term refinance. If you plan on taking additional equity out of your home (typically through a cashout refinance, HELOC, or HELOAN), you will either need to pay off your existing HEI or Point would have to agree to subordinate.  
  

  Please do not hesitate to contact us if you have any additional questions or concerns.