ComplaintsforICE Mortgage Technology, Inc.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought software for mortgage origination. Was told it would take 90 days to set up and we would have ample support. The company has no phone support for account issues. Only an email address ironically named ******************************** This email is consistently non responsive. For months we reached out with concerns about the number of users and were ignored until we finally stopped paying, and then we heard from their accounting department but still they could offer no solutions to the high number of users they were requiring we pay for.

  Customer response

  01/11/2023

  From: ************************* <**********************>
  

   

  This has been resolved.

   

   

• Initial Complaint

  10/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We originally reached out to ICE Mortgage Technologies to explore utilizing their operating system, ********* to upgrade from our current system. The salesman was very confident that ********* solved all problems, and encouraged us to make the switch and right away. The timeline was aggressive and we needed to get the system up and running and migrate everything over, plus training, but he kept pushing to start. We proceeded to do so and had some pretty extensive setbacks with other clients. We made numerous requests to push back our start date because with the setbacks we no longer had the ability to pay for the system start up costs and the monthly fees. We were not asking to cancel, or to not honor the agreement we made, but only push the dates back. We were not using the system at all. But we were told no, that the bills had to be paid, and that accounts would be cancelled if we did not pay. We get past due notices and keep being told our account will be cancelled in 3 days.

  Business response

  11/05/2021

  This customers complaint is improper because it mischaracterizes the business relationship between the parties and ignores the agreed to terms of the contract signed. ICE Mortgage Technologys (ICE MT) loan origination software, *********, is a trusted software service used by mortgage brokers to originate loans for their consumer clients. This customer contacted ICE MT to upgrade their loan origination software to *********. There is no evidence in any correspondence that ICE MT pushed ACB to start using the services. To the contrary, ICE MTs sales representative shared Important Terms to Review BEFORE Signing an ********* Broker Contract in which it states there is no early termination/cancellation provision in the agreement and responded to all inquiries with transparency in the 6/24/2021 email communication submitted by the customer. As such, on 6/25/2021 this customers CEO signed a one year contract that committed their business to ******* per month for twelve months in exchange for access to ********* software services. This agreement was entered into by a business with knowledge of the contracts cancellation and refund provisions and without any coercion by ICE MT.
  
  This customers complaint mentions setbacks without any further detail or explanation. They have not produced any showing that ICE MT failed to fulfill our portion of the bargain. ICE MT made the ********* services available and ready for use by the customer in June. However, ICE MT did not begin billing the customer until August 2021 to ensure adequate time to train and review set up materials. The 7/5/2021 email correspondence shared by this customer shows ICE MTs sales representative was also responsive in assisting with their set up. Ultimately, this customer was unable to pay their monthly fees for reasons beyond the control of ICE MT. The contract they signed does not allow delayed billing and the customer did not have an allowable cancellation right. As such, their account was sent to collections and deactivated for breach of the contract. The fees that were paid by the customer are non-refundable and, in fact, there is a remaining balance on their account that is still due and payable to ICE MT.
  
  Please note that the materials shared in this customers complaint are the confidential information of ICE MT and they have been shared by this customer in further breach of the contract. We request that the complaint is not publicly posted because it is improper and in the alternative, if it is posted, the materials (all of which are confidential) are not shared publicly or redacted to remove pricing and other confidential information of ICE MT.
  
  

  Customer response

  11/16/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  

   

  1. I still counter that we requested multiple times not to cancel, but to delay the start date, and they kept billing / charging us and would not adjust the date. I intended to honor the one year term, but we were not ready to begin when they launched the system for us, and we did have setbacks and could no longer afford to use their services. Hence the requests to push the start date out, which went ignored.
  
  2. The "setbacks" have to do with our own business. Not being vague. We lost EIGHT clients who had loans submitted, and then we had another FIVE clients (including ourselves with a business loan) with a Private Money Lender that all fell through (and per the lender, is now under IRS Audit and a FED Investigation). We lost everything in a span of three months and are struggling to keep the company in business and keep our license active. We had to cut out all marketing, trim all costs, etc. ALL of our business arrangements were amenable to pushing things back, canceling, or delaying except for ICE MT who ignored all of our attempts at communication and continued to just bill us for something we were not even using and their bills threatened to shut off. So shut it off. 
  
  We are a start up. This is our first year in business. We have FIVE loans that closed all year and are deeply in debt. We were doing okay and moving along and building for the future, but the lost clients and the Private Money Lender debacle completely destroyed us and it's going to take time to get past it. Taking a hard line when we have no income, all credit cards are maxed out, we might not even have a business come January 1st, and all we asked for months was to push our start date back until we recovered. That seems reasonable and instead this "trusted software service" company is doing everything they can to help put us out of business.   

  
  Sincerely,
  
  ******** ******

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