ComplaintsforSociety Mortgage

• Initial Complaint

  08/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  May 15 told me my credit score needed work (one card, updated June 11). Closing originally slated for July 1.May-17-pre-approval letter sent May-21-told we needed to do USDA, not ************** docs submitted, husband needed offer letter from new state employer May 22-USDA approval letter sent May 30-paystubs RESUBMITTED June 3-email to first ***** regarding updated credit score June 6-email to first ***** regarding updated credit score June 21-got job offer and letter submitted June 25-submitted ins quote, closing date now July 11 June 26-appraisal payment requested $595, paid same day June 27, submitted paystubs AGAIN June 30-automated email requesting W2s, paystubs and insurance AGAIN July 5-Got email about the appraisal company tried to charge my card for $305 (on top of the $595)July 9- failed attempts to get an answer from the SECOND ***** for the additional charge, called the appraisal company myself. Found that extra charge needed due to ***** being out of the area and needing to look beyond the town. After all, the house was so small, in her EXACT words. I ended up paying as I didnt want to lose the house; the closing date was moved to July 24. July 16-got results from appraisal, the appraiser WAS from the area and the three houses used to compare prices were FROM THE SAME TOWN. July 22-ANOTHER request for documents that had previously been submitted. July ***** Changed to THIRD *****again asked to resubmit documents that had previously been submitted.Aug 1-again got ins quotes and told that information was going to the underwriter. Got email that our DTI was too high. At NO TIME did any of the *****s we spoke with talk about that being too high. Husband received an email stating that we would need to pay off my student loans (Im still in school by the way) and pay more than 16K out of pocket for closing costs. Aug 3-changed to a new lender and are now in underwriting. The appraisal has been done, so we only had to submit the documents once.

  

  Business response

  08/29/2024

  Hi *******,

  Thank you for bringing this to our attention. We apologize for any inconvenience we may have caused.

  The appraisal companys exact notes for the additional $305 charge were As per NPAS protocol - this file has to remain on hold until balance ($ 305) to be collected for: This is a tiny house located in a small, rural town with extremely limited appraiser coverage. After reaching out to all eligible appraisers, our offer is $900 total fee and 1.5 weeks.

  Unfortunately, these items are out of our control.

  In the meantime, you had opened up additional tradeline accounts which we significantly increased the debt-to-income ratio. In an effort to solve, we requested shopping around for different insurance quotes, which appeared to not be a viable solution due to the propertys uniqueness. From here, the only way to offset the new obligations, was paying off other ones.

  If you have any further questions, please do not hesitate to reach out to us to speak to a supervisor. Thank you for reaching out and we hope this provides you with some more insight to the situation.

  Customer response

  08/29/2024

   
  Complaint: 22126640
  
  I am rejecting this response because: that is not a reasonable response. The appraiser was from a town 20 minuets away and they compared the house to three houses from the town we were buying in. The excuse of us opening a new line of credit elsewhere is bunk. This whole process was screwed up from day one. I don't want to speak to ANOTHER supervisor or anyone from your company. Was it a small house, yes. Were there others in the SAME TOWN, also yes. Funny how we are working with another loan company now and we haven't had ANY issues getting processed. Sadly, because of your company, we are out over $900  and countless time that we could have used elsewhere.
  
  Sincerely,
  
  ***************************

  

  Business response

  09/04/2024

  Hi *******,

  We understand your frustration, and are right there with you. If you would wish to speak with the appraisal company, we can point you in the right direction. Unfortunately, those items are out of our control. 

  Customer response

  09/04/2024

   
  Complaint: 22126640
  
  I am rejecting this response because: there is no accountability from your company. I can contact the appraisal company on my own like I did originally to find out why they were charging me extra to begin with, because your company NEVER did. I'm done playing games with your company. I have moved on, it would be nice if your company actually took accountability for your ineptitude during this whole debacle, but I don't see that happening. I see from your ******** page that you have no problems with employee enrichment to pump them up, but fail to train them properly on the simplest of items like whether or not a buyer is even eligible for a USDA loan versus an FHA and vice versa. I learned more in speaking with our new mortgage company in 5 minutes, with an agent who has been in the business for more than 35 years. You don't want to help genuine home buyers, you are predators. Again, we are closing soon with our new company, no issues with them as far as DTI as FHA loans have different requirements, your agents should know this, 

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

• Initial Complaint

  08/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Wasted a month of my time after running my credit. Did not contact me after a week of me calling and leaving voicemails nonstop. I was told I would be contacted the next day multiple times, never happened. Ended up having to change to a different mortgage company which had to pull credit again and close on the house for me with no trouble. Terrible communication, told me multiple things that were not true. Need this credit inquiry erased, complete waste of time, had me thinking Society Mortgage was a scam!

  

  Business response

  08/29/2024

  Hi ****,

  Thank you for notifying us of these issues and we totally understand your frustration.

  If the Underwriter or Loan Officer has any concerns on a client's file regarding risk, it can take a few days for them to try and find a solve if there is one, and also relay the information back to the borrower. Once the Loan Officer is allowed to move the file forward to our processing team, it can take them ***** hours to get to the file due to having to follow a protocol of reaching out to each borrower in order. We as a mortgage lender,follow the guidelines set in place by HUD and do our due diligence to ensure we are not moving forward on a file that does not meet the guidelines set in place for lenders.

  We hope this provides you with some insight to the process. Please let us know if there's anything else we can do to assist you.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********************* told me that he would help me with a loan for a house i found and time has went by and he hasnt contacted me after he told me that he had information on my application

  

  Business response

  06/20/2024

  Hi *****,

  Firstly, thank you so much for taking the time to reach out and notify us of this issue.

  **** said he will be reaching out to you immediately, if he hasn't already. Additionally, he mentioned that emails and phone calls are a great way to contact him if this issue does ever arise again.

  Please let us know if there is anything else we can do to better assist you, and thank you again for sharing your feedback with us.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were working with ****, after numerous phone calls and emails being unanswered, I finally got word that he no longer worked there. No one reached out to take over our account. I called several times and got the message extension *** is unavailable finally I got in contact with someone and she told me she would call *********************** and see who has my account. I received one text message about the address of the house I wanted to buy, and that was it. The new agent *** never texted me back nor called me, I called the number and received the same message as before. I sent them 4 text messages and still have not heard from them. I have never in my life had a company lie and not return phone calls. They made me miss out on a home. I told them that I had a viewing and I wanted to put in an offer asap and wanted to double check and make sure we were good to go. But no; we missed out on the only place we have liked in our area. It really makes me super upset that no one felt the need to contact me and let me know **** wasnt my account manager, but now Im even more mad I cant even speak to someone. Anj is also very terrible at their job. This is by far the worst experience with a loan company. I worked as a loan specialist, and this is definitely not the experience you give to someone.

  

  Business response

  06/20/2024

  Hi ******,

  Firstly, thank you so much for taking the time to notify us of these issues. 

  We did in fact have a faulty phone line, and we are thankful for your feedback in making us aware of this. The line has been fixes and will be reaching you right away, if we have not already.

  We would appreciate the opportunity to make things right, please let us know if there is anything else we can do to better assist you.

  Thank you again for taking the time to provide us with your feedback.

  Customer response

  06/25/2024

   
  Complaint: 21868773
  
  I am rejecting this response because: I have still tried to contact you guys, and told whomever my issue that answered the phone, and he sent me to *****. His phone line was also messed up. I still to this date have not received any communication from anyone. After leaving numerous messages after this complaint. 

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

  

  Business response

  07/10/2024

  Hi ******,

  We have checked our call logs and have been trying to get in touch with you and have been unsuccessful. We will continue contacting you so we can assist you.

  Additionally, here is ******* direct line if you'd like to reach out: **************.

  Please do let me know if there is anything else we can do to help. We look forward to working with you!

  Customer response

  07/17/2024

   
  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,
  
  *********************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  the lack of communication as well as multiple questions unanswered. We also feel like every conversation has been rushed and half the things have been ignored they have had plenty of emails from us with the things they have needed and clearly they have been ignored . We were told that they could have us closed by the 31st but lack of communication and research into what documents they already had from us, on top of not being able to get a local appraisal fast enough that didnt want to price *****. The whole experience has quite frankly been the worst experience Ive ever had with a lending company.

  

  Business response

  06/07/2024

  ********, thank you for reaching out regarding your concerns. We received your executed contract on 5/15, with requested close date of 5/31. We openly communicated that this was an incredibly short timeframe, considering average is roughly 30 days.Nonetheless, we pulled as many strings as possible to rush the closing for you as requested.

  Unfortunately, there were delays out of our control, one of which being the third-party appraisal company charging more than you were okay with paying, and your refusing of payment. We informed you that we had no control of their fees, and the non-payment would delay the process in its entirety. If the appraiser is not paid for, they do not go out to inspect the property. Up until 5/31, the appraisal report was still not completed, after which you decided to withdraw from the process.

  We would be happy proceed with your loan if you were to change your mind, and we appreciate your feedback.

  Customer response

  06/10/2024

  I never refused to pay the appraisal I was told they were going to shop around for a lower price appraisal was told they found one for 750 and I would get an email to pay that was on a Thursday come Monday no response from ***** or ****** or an email. I was told by ****** from the get go that they would be able to get us closed by the 31st of may I told them it would be ok to extend closing if need be I have multiple unanswered emails and text messages as well thus being the reason for withdrawal 

  Customer response

  06/10/2024

   
  Complaint: 21774178
  
  I am rejecting this response because:I never refused to pay the appraisal I was told they were going to shop around for a lower price appraisal was told they found one for 750 and I would get an email to pay that was on a Thursday come Monday no response from ***** or ****** or an email. I was told by ****** from the get go that they would be able to get us closed by the 31st of may I told them it would be ok to extend closing if need be I have multiple unanswered emails and text messages as well thus being the reason for withdrawal
  
  
  Sincerely,
  
  *********************

  

  Business response

  06/20/2024

  Hi ********,

  We sincerely apologize for the misunderstanding. It looks like the unanswered emails and messages were after hours, and it is important to us for our employees to have time away from work. If you would like us to revisit your file, please let us know.

  Thank you again for taking the time to provide your feedback, and please know that your comments are not being taken lightly and we are doing everything we can to ensure issues as this do not arise in the future.

  Customer response

  06/21/2024

   
  Complaint: 21774178
  
  I am rejecting this response because:
  Most messages where sent during business hours and even if they werent they were not reviewed during a timely matter it was also never discussed which option of loan would be best for us and was just shoved into using usda. Nothing was clearly explained and everything asked from us was turned in timely but never reviewed.***** is the one who told us we could close by the end of the month and insured that ***** could get it done in less than a months time. Both are very unprofessional and even after withdrawing my employment was contacted and my credit was pulled again causing issues.
  Sincerely,
  
  *********************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to sell a house to a buyer using this company, and they have had NO communication with anyone regarding the actual closing.

  

  Business response

  06/08/2024

  Hi *****,

  Thank you for taking the time to provide your feedback. We have gone through all of our files to investigate this situation and are unable to locate your file or information. Could you provide us with some more details so we can do our part in ensuring your closing proceeds smoothly?

• Initial Complaint

  03/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Society mortgage pre approved me for a mortgage loan. I looked at houses then found one I liked. I went under contract to buy said house. I was told from the beginning that my credit was in good standing to buy the house. I did everything they have asked me to do throughout the whole process. She pushed my original closing date back stating there was an issue with paint chipping around the the door frame and foundation of the house that would need corrected before proceeding. That was on a Friday, we were due to close 3 days later on Monday March 4th.Closing date was pushed back to March 22nd, contact with the lender has been almost obsolete. I spoke with them on Friday stating that Id like to use a title agency local to me, I gave them contact information for the title agency. I heard absolutely nothing from the lender until today March, 12, 2024. They sent me an email stating that they are now denying my loan application. Nothing has changed within my credit portfolio throughout my this whole process.

  

  Business response

  03/21/2024

  Hey *****, we are sorry for the inconvenience. As you know from the beginning, we were tight on debt ratios. Nothing changed in your credit portfolio. However, upon getting insurance on the home we found that the quotes were coming in extremely high due to the nature of the roof on the home. The first quote we received was almost $5000. Upon this our team tried to talk to you about getting a lower *** quote and even attempted to make rate cuts and help you find a quote ourselves. The *** was way higher then then average acceptable margin due to the condition of the home. With this higher quote it put us over on Debt to income ratios allowable by the loan program. We took the lowest quote we could find and attempted to make cuts in other areas and were unsuccessful. Unfortunately *** is one of the 3rd parties fees outside of our control. And due to this were not able to get the loan done not due to the nature of your credit but due to the unexpected higher 3rd party fees associated with buying a home.
  
  Also due to the higher quote this drastically increased your cash to close on the home and we were unable to source a viable funds for the closing to occur which led to other issues. I assure you our team did everything in their power necessary to make this happen for you but unfortunately when things outside of our control occur the purchase does not always work out.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  October 3,2023 we reached out to society mortgage to see if we could get pre-approval for a home.******************************* the loan officer we worked with was told by my husband that he had my husband permission to speak with me from there on out cause of my husband job he works 10 to 16 hours daily. I sent them every thing they asked for was told would it would take ***** house on October 6th ********************************************************************************************************************************** We were approved he told us to start looking for a home . We had already had on in mind we contacted the realtor for a walk Thur after the walk through on October 15,2023 I reached out again multiple times asking what needed to be done so we could put a offer in .on October **************************************************************************************************************************************************************************************************** For the loan office ******** to reach out once to again to my husband at work on November 14 2023 asking how the home search was going we informed him we found another lender and have a purchase agreement he asked my husband if he could send him the loan estimate from the other lender he wanted to try and beat what we got offered. On November 16th they did soft and hard pulls on my husband credit multiple times . My husband is contacted with a credit watch company so we get emails when stuff like this is done. the 17th of November ******** reach out with a 50% cut on our estimates from the other lender we asked for a email stating all these numbers a break down .for ******** to send our file to a underwriter when we never agreed to work with them we wanted time to discuss make sure everything was in the up and up on it. For later the 17th evening my husband got anther email that another credit pull was done . After that my husband had enough not using society mortgage. No being Harassed

  

  Business response

  11/28/2023

  We understand the importance of choosing the best lender for your mortgage is important in ensuring that you are getting the best deal especially as a first-time home buyer. Lenders do tend to have different internal requirements regarding credit score and other items that differ from the program specific requirements. We were able to investigate this file and confirm that there was credit consent provided and only one hard inquiry done on 11/16 which is required to get numbers sent out to you on a loan estimate as requested which was sent out 11/21. From there the loan estimate was sent out but was not viewed or signed back as the ** was informed you chose to go with another lender. So, the file was never sent to the underwriter. We value your business and want to ensure you get the best deal possible. If you have any questions or concerns, please reach out and let us know.

  Customer response

  11/28/2023

   
  Complaint: 20905027
  
  I am rejecting this response because: your agent still harassing ** with text messages and emails pretty much calling us stupid and when asked multiple times to stop did not. 
  
  Sincerely,
  
  ******* And ******************

  

  Business response

  12/12/2023

  Hey BBB, we have already responded to this complaint and unfortunately, that's the best thing we can do for them. 

  

  Business response

  12/26/2023

  Hello again! The team is already aware of your response and rest assured this won't happen again. 

  Customer response

  12/27/2023

   
  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,
  
  ******* And ******************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Looked up companies the help with first time home loans and they came up. Gave them my information and they told me a qualified for way higher then what I should have, they did not discuss what payments would be just shoved paper at me via email to fill out. **** and found a house and put in an offer only to find out I could afford it. Paid $500 in ******* money and paid for an inspection ($895) then when I came to line to sign for the mortgage I was told it was going to be over half what my income is. Then when I asked other options etc I got no response at all, call other lenders to find out I dont qualify for what Society offered. I feel they should have to at least give me the ******* money that I lost back!

  

  Business response

  09/15/2023

  ******, we understand your frustration with the payments coming in higher than expected, but it looks like you do qualify for the home based on **** guidelines. We cannot speak to the other lenders you spoke with, the programs they looked at approving you for or their overlays, though. Our Loan Officers dont typically work weekends, but it looks like you were able to connect early Monday. It should be early enough in the process; you would just need to let your realtor know you would like to do so.
  

• Initial Complaint

  09/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'm a managing broker of a real estate company and we have a client that was supposed to close on a home yesterday with Society Mortgage as their lender. The deal has not closed and I can't find anyone to talk to about it. The loan originator was *********************** but she is apparently no longer with the company. Someone named ************************* has apparently taken over the loan but he is not able to say if or when the loan will close. He refuses to provide his managers information. When you call any of the phone numbers of this company you get a voice mail that says mailbox is full. You can't talk to anybody. I'm wondering if it is scam business or has gone out of business. If anyone does work for this company and is able to help please do so.

  

  Business response

  09/06/2023

  We completely understand it can be frustrating when a deal doesn't close on time. As the lender, we would love to close all loans by the closing date but in some instances, there are issues that come up that make it difficult. With the information provided we cannot investigate the specific file in question to see what was holding up this closing. We would be more than happy to investigate it if you could email the specifics on the file to ***********************************

*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. ↩