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:05/14/2024

  Type:Sales and Advertising 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 home builder was required to purchase a particular insurance and we were told we had to have this to close. My home builder asked repeatedly if we were guaranteed to close because he didnt want to end up in this situation. We did not close due the agent over the account making repeat errors so I have lost this money and one trust home loans will not refund the money that was paid for this required insurance. I have several email to back this claim.

  

  Business Response

  Date: 05/20/2024

  Dear ****,
  At OneTrust Home Loans, we value your business and sincerely apologize for your experience regarding your inquiry submitted through the Better Business Bureau on May 13th,2024. On June 30th, 2023, we received your application for a mortgage loan, however, after several attempts to close the loan, were unable to due to qualification reasons. We cannot confirm the conversation with the original Mortgage Loan Officer as they are no longer with the company, but OneTrust Home Loans does require as our policy for the Builder to provide Builders Risk/Commercial **************************** The nature of your complaint mentions an agreement that occurred with you and your builder, ********************* at ***** Customer Homes, LLC., Unfortunately, any agreement made by you and your builder as to whom would pay for the Builders Risk/Commercial *************************** would be between you as the borrower, and your builder.OneTrust Home Loans was not a party to that agreement and does not have a policy for you as the borrower to pay for this Insurance. In researching your inquiring, we did call the Builders Risk/*************************** Company,and they stated the policy has not been cancelled but due to privacy reasons could not provide us with any more information since we are not named on the policy. Once again, this would be something that would be addressed between you and the Builder, ********************* of ***** Custom Homes, LLC. In addition, in an email to the new Mortgage Loan Officer, you provided a copy of the *********************** letter from *************** Group, dated November 2nd, 2023.This letter is in relation to title insurance and not the Builders Risk/commercial ****************************
  
  Sincerely,
  
  Compliance Department
  Phone **************
  ***********************************

• Initial Complaint

  Date:04/14/2024

  Type:Sales and Advertising 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 had a horrible experience last August with this company with original loan. Turns out they either fired or my loan person quit. I was called a month after closing and the man said when rates dropped he would re fi my loan for free.The rates dropped and I reached out to them. 1 week or longer no call back. Now I missed out on savings of 100 to 150 a month. *************************** was of no help. I feel he dismissed my concerns.

  

  Business Response

  Date: 04/17/2024

  Dear ***.
  At OneTrust Home Loans, we value your business and sincerely apologize for your experience regarding your inquiry you submitted through the Better Business Bureau on April 14th, 2024. We cannot confirm the conversation with the original Mortgage Loan Officer since they no longer work here but it is our policy along with Federal policy for agreements to be in writing.After several attempted calls (they were getting caught up in your call blocker or went to Voicemail), you were currently able to speak with a Mortgage Loan Officer. There is not a loan program available at this time that meets your requests. The Refinance section of your Closing Disclosure dated August 25th,2023, states Refinancing this loan will depend on your future financial situation, the property value, and market conditions. You may not be able to refinance this loan.  The Mortgage Loan Officer has provided you his direct contact information to add to your contacts to prevent any filters from blocking any future calls and advised if at any time you would be so inclined to complete an application he would happily provide you information so you can make an informed decision on whether to refinance. At OneTrust Home Loans our priority is providing excellent customer service. We will take this opportunity to review and improve our customer service protocols.
  Sincerely,
  
  Compliance Department
  Phone **************
  ***********************************
  

• Initial Complaint

  Date:01/28/2024

  Type:Billing 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 am filing a dispute against calcon mortgage who is also one trust home loans for an immaculate 30 day late payment on my credit report for December 2023. I paid the statement balance for December as shown on calcon mortgages website and then several days later the amount changed. I called calcon and they stated the website was not working correctly. I paid the remaining balance shown even tho it was inaccurate and still received a 30 day late payment for month of December. This late payment was filed way before 30 days even passed in December. So regardless of the website statement balance inaccuracies, it was not possible for me to be 30 days late paying for December when 30 days had not even been close to passing by when the report was filed to my credit.

  

  Business Response

  Date: 02/02/2024

  Dear ******,
  At OneTrust Home loans, we value your business and sincerely apologize for your experience regarding the inquiry you submitted through the Better Business Bureau on January 28th, ****. Pursuant to the terms of your Note, your payments are due on the first of each month. We may report your account as late to the consumer reporting agencies if we do not receive the payment within 30 days of the payment due date. The Fair Credit Reporting Act (FCRA) requires us to report all account information accurately, based upon your actual payment history or activity. As a result, late payments, missed payments, or other defaults on the account may be reflected in your credit report. Additionally, when we complete our credit reporting to the consumer reporting agencies the information is submitted in arrears. This means the reporting submitted to the consumer reporting agencies is for the previous month. For example, the credit reporting completed in December would be for a November monthly payment.  We have determined that the information submitted to the consumer reporting agencies was accurate. Due to the sensitive nature of the information, you will receive a letter from our Servicer with more detailed information in the next few days. At OneTrust Home Loans our priority is providing excellent customer service. We will take this opportunity to review and improve our customer service protocols
  Sincerely,
  Compliance Department
  Phone **************
  ***********************************

• Initial Complaint

  Date:01/26/2024

  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 inquired of purchasing a home from ******* Homes and I was referred with this company. At first things was going great I was lied to multiple times and I ended up losing money due to negligence and mislead information. I kept getting the run around about waiting on this person and that person. They barely was responding to the other party to get my process done. Once my scored dropped from constant pulling my credit they just dropped me and claim I had bought cars during the process which was all a lie.

  

  Business Response

  Date: 01/31/2024

  Dear Shemele,

  At CalCon Mutual Mortgage LLC dba OneTrust Home Loans, we value your business and sincerely apologize for your experience regarding the complaint you submitted through the Better Business Bureau on January 26th, ****.  A review of your loan requests, shows you first authorized us to pull credit on September 24th, 2023, and we only pulled your Credit Report twice based on those application requests. The other credit inquiries, not pulled by CalCon Mutual Mortgage LLC, were listed on the Credit Inquiries Explanation Letter signed by you on September 24th,2023, and Co-Borrower on December 2nd, 2023.  At OneTrust Home Loans our priority is providing excellent customer service. We will take this opportunity to review and improve our customer service protocols.

   

  Sincerely,

  Compliance Department 

  Phone **************

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

   

• Initial Complaint

  Date:01/03/2024

  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.

  This company has dropped the ball big time. We had gotten an email from them saying if we couldnt come up with reserve money by end of day we would lose the house we were trying to by. This email and phone call was 2 hrs before our first closing day. They then had us jumping through hoops to get what everything they were asking for. We got another extension to have time to come up with what they were asking. Now today, January 3, **** they said they couldnt fund the loan if we couldnt come up with 8k. Again right before our second closing date which is January 4, ****. This is a VA loan. They have consistanly waited till the last moment to tell us anything. We will have lost $3500 because they cant tell us before hand what needs to be done. This company is terrible and i would not recommend them to anyone.

  

  Business Response

  Date: 01/09/2024

  Dear ********,

  At OneTrust Home Loans, we value your business and sincerely apologize for your experience regarding the complaint you submitted through the Better Business Bureau on January 4th, ****. At OneTrust Home Loans our priority is providing excellent customer service. We will take this opportunity to review and improve our customer service protocols.

  Sincerely,
  

  Compliance Department

  Phone **************

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

   

• Initial Complaint

  Date:12/22/2023

  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.

  Calcon overcharged ** on closing fees above state limits . Calcon also messes up our mortgage payments every 4/5 months . Overcharging past amounts on our closing documents

  

  Business Response

  Date: 12/27/2023

  Dear *******,

  At OneTrust Home Loans, we value your business and sincerely apologize for your experience regarding the complaint you submitted through the Better Business Bureau on December 22nd, 2023.  Any unallowable fees have been or will be refunded back. Unfortunately, information pertaining to payment processing appears unclear. Please provide additional information/feedback, if you have any additional concerns. At OneTrust Home Loans our priority is providing excellent customer service. We will take this opportunity to review and improve our customer service protocols.

  Sincerely,

  Compliance Department

  Phone **************

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

• Initial Complaint

  Date:12/13/2023

  Type:Billing 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.

  This company uses ************** to get them to purchase a third party credit rebuild program. Then the program does not help them to build anything.

  

  Business Response

  Date: 12/21/2023

  Dear ******,
  
  At OneTrust Home Loans, we value your business and sincerely apologize for your experience regarding the complaint you submitted through the Better Business Bureau on December 13, 2023.  The credit scores obtained through ScoreShuttle are subject to the terms and conditions of ScoreShuttle and we have no control as to their information or to your progress and/or successful completion with ScoreShuttle. OneTrust Home Loans, with your authorization, pulled your credit report on July 13, 2023, and again on December 13, 2023, and while the scores improved they were still not approvable based on the information obtained through those credit reports.. At OneTrust Home Loans our priority is providing excellent customer service. We will take this opportunity to review and improve our customer service protocols.
  
  Sincerely,
  
  Compliance Department
  Phone **************
  *************************************

• Initial Complaint

  Date:06/30/2023

  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.

  From the very beginning over a year debacle, I've had issues with CalCon Mutual Mortgage. First, I was told *** would apply to my loan, then I was told that based on analysis of the home, *** is being refunded and I would not have to pay it. Then I was just told they made a clerical error and the *** is back on. Then I was required to provide proof of homeowners insurance, which I did multiple times. I specifically requested for my loan to be a non-escrowed loan. Calcon not only created an escrow account for my loan without my knowledge. Then I received a letter around April/May in the mail saying I was sent a refund check and would need to send it back to Calcon. I called the insurance **** from CalCon late May/Early **** regarding the letter and was told the letter was sent in error and no further action was needed from me. I'd recommend they pull that recording. One month later they increased my mortgage amount due and now based on a call I just had, the insurance **** said the specialist was wrong in early **** is requiring me to get a refund from my insurance company for a check they should have never sent nor had the authorization from me to do and send it back to them or I will have to pay an increased monthly mortgage amount. It's absolutely ridiculous. Calcon needs to credit my mortgage account that they erroneously made once again, so my mortgage loan does back down to it's original amount. I'm very disappointed in this mortgage company. There have been so many errors made on the company's side I end up spending hours on the phone or via email with them trying to figure out what is going on and get a different story from everyone. As a single mom having a mortgage loan continue to fluctuate with issues that Calcon makes it's a financial and mental hardship.

  

  Business Response

  Date: 07/07/2023

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

  We value your business and want to sincerely apologize for the negative experience. We acknowledge to have received your complaint and requests for desired settlement of store credit, and have referred them to the ******************** for review and proper determination. You can expect a response directly from them shortly. Any other requests or concerns, please feel free to contact us either through emails  ***********************************  ***************************** or *********************************************. 

  Kind Regards,

  OTHL Compliance Department

   

• Initial Complaint

  Date:01/18/2023

  Type:Product 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.

  I applied for a home loan and was assigned this company. I received an automated email from ************************* with One Trust Home Loans a local mortgage broker that included a link for mortgage application. I also received an email from ***************** with 2 contact phone numbers and an APPLY link. I did. This was Jan 10th. After filling the application I received an email Thanking me for creating an online application. Later on the same day I received a call from ***************** stating that they were not able to run my credit because my file is locked. I acknowledged and apologized. I keep it locked. I have a lock on Experian and a Freeze on TransUnion, I told him I will go ahead and unlock it.I went on Experian and unlocked my credit and I advised. I then received a text message ************ stating they still could not run my credit, I also received an email with links to all 3 bureaus on how to unlock your credit.That same day I went on several times confirming that I unlocked and unfroze my credit. This went on a few hours and so I figured maybe tomorrow.The next day on the 11th, I text the same number for a status , no one responded. Very late in the evening on the same day I received a very funky text message from the number stating that they either have the wrong SS on the application or I have balances on my card and so I have no credit score!!!! I asked WHAT!!!! I called the number, no answer, but the person continued texting me stating a lot of senseless statements of maybe my balances are high on my cards, maybe I need to open more credit and INSISTING I have no credit score. I eventually wrote Im no longer interested in working with you nor your company multiple times and text messages continued.Eventually I was told it would be stated as a DENY on the application.THIS COMPANY NEVER RAN MY CREDIT!!!! But sent me information about having bad credit. My current credit score is 718.I would like a retraction an apology from this company!!Thank you..

  

  Business Response

  Date: 01/23/2023

  Dear ********,
  
  At One Trust Home Loans, we value your business and sincerely apologize for your experience regarding the complaint you submitted through the Better Business Bureau on 1/18/2023. At One Trust Home Loans our priority is providing excellent customer service. We will take this opportunity to review and improve our customer service protocols. We hope we can do better next time.  

   

  Sincerely,
  
  
  Compliance Department
  Phone:************** 
  *************************************

  Customer Answer

  Date: 01/23/2023

  
  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,
  
  *******************************
  
   
  

• Initial Complaint

  Date:11/14/2022

  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 began working with this company in mid October 2022. The initial contact with **** was wonderful. He was very communicative, responsive, and clear. He answered my questions well. He introduced me to the next phase and point of contact. Initially that went well. However, the process almost immediately became a slow crawl. As the buyer we made one minor change that we ensured we fully vetted prior to doing so that it would not change any part of the schedule. Low and behold, the title company was ready 2 weeks earlier but the finance company seemed to still be slow walking to the 11/15 date, all the while still assuring us that they could meet the date. The day before the closing date, we receive notification that the closing will be delayed 3 days. One, this delay should have never occurred. If it was due to the change, we would have NOT done so. Two, the underwritering process is far too long. This can be streamlined and exceptions processed. Anyone of the bigs would have had it all done now. This is the 4th home being bought and it has NEVER taken this long before. I thought going this route would allow more comprehensive rate comparisons. However, I have found the processing time is far beyond what is required, causing unnecessary delays, risking the purchase, ******* money, and causing much more burden. Everyone seems quite happy wasting time.

  

  Business Response

  Date: 11/18/2022

  
  Dear **************,
  
  We value your business and want to sincerely apologize for your negative experience. We strive to provide excellent customer service in a timely manner, and I apologize for the inconvenience of any delays in the process of achieving your home. We will definitely take this as an opportunity to identify areas of improvement in our processing time.  Please let us know if you have any additional questions, concerns, or comment by emailing us at *********************************** (Attn: Compliance Department).
  
  Respectfully,

  OTHL Compliance Department