ComplaintsforFBC Mortgage, LLC

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to get an issue resolved for three months. Due to an increase in taxes I requested my escrow shortage be spread as much as possible. The customer service representative I spoke to advised the system only allows up to 24 months but it can be spread over 60 months if a written request is submitted. I have sent 3 written request, spoke to 8-10 representatives including a supervisor who assured me this would be taken care of by 5/15. I called to to follow up and was advised nothing had been done and received the worst customer service ever from someone that was supposed to be a level 2 representative. He spoke over me multiple times, was rude and told me something completely different from all other representatives. I do not think it the intent of the previous representatives to provide incorrect information. I believe its a lack of training/education from the company. However at least they were polite and attempted to be helpful. The level 2 rep I spoke with today seriously lacks customer service skills. Here am I am going into the 4th month of trying to get my issue resolved and this company can care less.

  

  Business response

  06/14/2024

  June 14, 2024
  
  Better Business Bureau
  
  RE: *********************** Complaint #********
  
  This response addresses Complaint #******** (the Complaint) submitted by *********************** (Consumer) on May 30, 2024. In the Complaint, the Consumer stated that FBC Mortgage, LLC (FBC) customer services representatives provided incorrect information and lacked customer service skills. Further, the Consumer indicated that a representative informed her that her request for an escrow shortage to be spread over a sixty-month period would be processed by May 15, 2024, and that the request had still not been processed.
  
  Regarding the Consumers request for the escrow shortage to be extended, FBC issued a letter of approval on June 3, 2024 (See: Exhibit A), which extends the repayment period effective as of July 1, 2024. The Consumer will be receiving a phone call from FBCs servicing division to confirm same with the Consumer. FBC is pending approval for a retroactive effective date of the new payment amount so that the June *********************************************************** touch with the Consumer once confirmed.
  
  Further, FBC is in receipt of the Consumers customer service-related complaints and has escalated the issues with its subservicer, Cenlar FSB, for training purposes.
  
  
  

  Customer response

  06/14/2024

   
  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

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2022, our homeowners insurance company doubled our rate so we got a new policy with another company. We notified FBC of this change and they paid the new company. Unbeknownst to us, they also paid the prior company. Our taxes were paid out of escrow in November and at that time our escrow balance went below $0. FBC advanced our escrow and deposited money to cover the taxes. Not once were we notified of the escrow deficit. Several months later we receive an escrow analysis report which showed our escrow deep in the negative. This caused our payments to go up drastically to account for the deficit. According to Florida statute 501.137; “If an escrow account for the taxes or insurance premiums is deficient, the lender shall notify the property owner within 15 days after the lender receives the notification of taxes due from the county tax collector or receives the notification from the insurer that a premium is due.” This did not happen. Because we were never notified, we were not aware an additional payment was sent to the cancelled insurance policy. That company is now out of business and we are unable to get a refund of that premium. In 2023, we changed insurance companies again and FBC AGAIN paid the old company AND the new company ENTIRELY by advancing our escrow account which is still in the negative. Still, no notice of this deficit. We’ve called FBC DOZENS of times trying to get a resolution. Their phone is always a 20-30 minute hold. No one on the phone is helpful, they were unconcerned and uncaring. In desperation, we decided to hire an attorney thinking that would expedite the process. It’s now 6 months later, the attorneys have nearly given up because FBC has been unwilling to work with them either. FBC has been a disgrace of a company and has proven to be an abysmal custodian of our money. We’ve formally requested to stop escrowing due to this ILLEGAL mishandling of our money and have not heard back about that request either.

  

  Business response

  10/17/2023

  FBC’s Servicing Manager is currently investigating the complaint ******** submitted October 2, 2023. The Servicing Manager will be reaching out to the consumer directly to ensure that the parties reach a satisfactory resolution. 

  Customer response

  10/30/2023

  Date Sent: 10/28/2023 4:23:46 PM
  

  This complaint has not been resolved. FBC sent a letter that they were reviewing the case, but nothing since then. Please reopen the complaint. 
  

  thank you

  

  Business response

  11/21/2023

  
  FBC Mortgage, LLC (“FBC”) is in receipt of complaint number ******** from consumer, ******* ******* After conducting research with its subservicer, ****** **** *** was able to successfully waive the consumer’s escrow requirement and has been in contact with the consumer to communicate same. Furthermore, FBC found that the consumer was previously issued a refund for a canceled insurance policy. Documentation regarding hazard insurance has been provided to the consumer for their convenience. FBC has complied with all statutory and regulatory notice requirements regarding escrow disbursements and its servicing of this consumer’s loan file has been compliant with Florida statue 501.137. If the consumer requires additional assistance, or wishes to dispute the outcome of FBC’s review, they may contact FBC in writing at FBC Mortgage LLC, ** *** ****** ****** *** ****** ****** Other questions regarding this matter may be addressed on a phone call by contacting our office at 866-677-8807. FBC understands the consumer’s concerns and takes this matter seriously.
  

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  FBC at the beginning of doing buisness with us claimed to be a veteran friendly mortgage company. They even told us how they are a Florida based company with experience doing VA loans and expedited tax exemption application for veterans on a fixed income. At closing we were forced to hand over a cashiers check for my wife’s remaining IRS balance and told they would mail it and have it applied to her IRS account (5.9k). Well we have just learned from our tax attorney that they mailed the check with the wrong/no identifying markers and it was applied to the wrong account. Now the account they where supposed to apply it too is gaining interest daily. The IRS is can refund the check and we can re-apply it to proper account BUT we still owe on the interest because of FBCs mistake. To top it off for about 2 months no one has responded to calls emails or reviews with exception to one google review response that only offered to talk about the experience and not fix the issues(and they didn’t even answer). FBC need to take responsibility for there mistakes and misleading statements to get veterans to purchase. FBC needs to take financial responsibility for the interest that is there fault. FBC needs to follow through on there pre purchase promises of fast exemption processing and and veteran support. For 2 months they can’t even contact us back or even let us know that something is being done.

  

  Business response

  03/07/2023

  Dear Mr. and Mrs. ****, your concerns have not gone unnoticed. *** **** ********* *** takes pride in all of our Consumers.  As of February 27, 2023, your tax attorney* *********** *********, was sent a letter from the Attorney representing ***** **** Title.  I have attached as reference to this complaint.   *** **** ********* *** thanks you personally for your service and we hope this issue is resolved quickly.  Please contact your attorney for further instructions. 

   

  

  Business response

  03/10/2023

  *** **** ********* *** has completed its review of your complaint(s).  The issue can be resolved between you, the consumer, and the Title Company, ***** **** as now both have attorney representations. 

  Customer response

  03/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:***** **** Title still  claims this was the mortgage company’s fault. ***** **** had agreed to resolving but then backed out. Now leaving all these parties agreeing it’s not I the consumers fault but not willing to resolve . As the tax professional put it, this repair is more then a phone call.

  Even there lawyer expressed questionable ethics as noted by my tax lawyers response . 
  

  This company and its affiliates operate in an unethical and predatory manor not inline with standards and guidelines of BBB

  
  Sincerely,
  
  **** ****

• Initial Complaint

  02/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My Name is ******* ********* *** ***** ****** *** ***** ******************. I have loan with FBC mortgage with Loan Number **********, I have been trying to Remove my PMI from Dec1st 2022, Their responses are very late and not responding to my emails. Each Email they are taking 2 to 3 weeks to process , I feel they are intentionally delaying the Process of PMI removal . I want the Resolution asap and I want the Refund PMI to February

  

  Business response

  02/15/2023

  We are in receipt of your complaint # *********  Upon receipt of this complaint, *** ********** *** contacted its sub-servicer ******** **** to inquire about the interaction with the Consumer regarding the removal of his loan's PMI.  The Consumer was advised that the removal of his PMI would take approximately 30 days.  In this time frame, there are guidelines that must be followed to determine if the Consumer qualifies for the removal of PMI.  It is not just paying off larger portions of your P&I.  An the Interior BPO was completed, and the valuation concluded that the Consumer's PMI could be removed.  This valuation was submitted to the Consumer via email.  The Consumer was also notified that the full removal of his PMI will take up to 5 business days.  Correspondence from our Sub Servicer will be mailed to the Consumer once the removal has been completed.

   
  
  

  

  Business response

  03/07/2023

  FBC can confirm that correspondence was mailed on 2/17/2023 to the consumer regarding the removal of PMI coverage.  I will resend the letter via email to our Consumer as reference. 

  Customer response

  03/07/2023

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

• Initial Complaint

  11/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i was working in a toyota store since july 2020 in may from this year i put a $19,600 deposit in a town home my credit is perfect we start the process and everything was well they said that everthing was going well. 3 month ago I was promoted, about 1 month ago they call me and they said that they can approve me because my promotion, I asked for a denial letter and my deposit and they refuse.they berly answer me and I'm trying to get my money back, please guys help me with this situation is a lot of money and more in this situation, thank you in advance.(i have the contract but the website doo not allow me to attach it)***************

  

  Business response

  12/06/2022

  Business Response /* (1000, 5, 2022/11/08) */ *************************) is in receipt of your BBB complaint ********** *** has done a comprehensive review of your file. First and foremost, *** has found no federal or state violations. *** reviewed your employment history and income documentation provided. Since there was a change of position in your current employment, the underwriter assigned to your loan, determined you were receiving variable income as it was commission based. Your loan team was in constant contact (via telephone and email) with you to attempt to resolve the underwriting conditions. As of the date of the complaint, the underwriter conditions could not be rectified and therefore, no credit decision could be made. However, *** is still willing to work with you.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I submitted proof of payment that I paid a supplemental tax bill in the amount of $2,161.91. This amount was to be refunded to me from my escrow account. This amount was issued to me in a check dated July 6, 2022. I never received that check. When I advised the company that the check was not received, they reissued the funds, but placed the funds back into my escrow account, not to me directly. Since that time, I have been trying to get this money back and no one can help me. I have been told on three different occasions that a "request to have the check sent to me" was in progress. Then, someone else told me that a request was never made and that an "escrow analysis" was being done on my account. My question is this: if the funds I am owed were issued to me once (per the draft dated July 6, 2022), why has this amount not been re-issued to me and instead, put into my escrow account? Why can a new check not be sent to me? A check in this amount was issued to me once, just because I did not receive it, I don't understand why this amount is being held. I have requested to speak with a manager on numerous occasions and my requests have been ignored. I have been given at least 10 different accounts of what is "currently going on" with my account. I just want the money back that I am owed.

  

  Business response

  11/09/2022

  Business Response /* (1000, 8, 2022/10/11) */ We are in Receipt of this complaint #********. On July 6, 2022, we received proof that you paid the tax collector in the amount of $2,161.91. The funds were release to you from your escrow account. On August 16, 2022, we received your email asking that we reissue the check that was sent, as you had not received it. A stop was placed on the check that was issued on July 6, 2022. However, due to an internal error, the full amount of $2,161.91 was not released to you. On August 19, 2022 a check in the amount of $245.37 was sent to you. We received a complaint on September 23, 2022, as you had not received the replacement check that was stopped on July 6, 2022. A task was opened to reissue the refund check of $2,161.91. On September 27, 2022, we received your email following-up on the replacement refund check. You were advised that the task was still open and being reviewed. On September 28, 2022, a check was issued in the amount of $2,161.91, check number******** The check was sent via USPS. We ask that you allow 7-10 business days to receive the check. We regret any inconvenience you may have experienced as this is not the level of service we strive to provide.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Payment to mortgage company applied to account on 8/15/22 in the amount of $103,056.71 toward approx 442,000 mortgage balance. $100,000 applied to principal $3056.71 applied to monthly payment. Also received letter noting transfer of loan to ******** Loan Servicing which will begin on 9/1/22 but by law any payments made to old servicer within 60 days must be applied to account which is well before and even well before letter stating 8/31/22. Today is 8/29/22 and we checked FBC account which now shows my payment for $103,056.71 was reversed on 8/25/22. Called FBC which had no reason for doing this other than noting of account from another dept. that funds paid are now in SUSPENSE. Meaning mortgage balance is now accruing interest daily at the original mortgage balance since payment was reversed and as well FBC is now getting additional interest off money paid that is just sitting in SUSPENSE on top of that PMI will continue as 20% equity is not reached with payment reversed. Rep confirmed all these details plus have all documents proving this charade. By law mortgagee can pay old or new servicer within 60 days of any transfer and payment must be applied immediately regardless of where payment was sent. What I see here is a manipulation of funds to benefit mortgage company. This will be fought by all means necessary by us as it's against the law what is being done. Unless our account reflects payment and principal for 103,056.71 applied 8/15/2022 by FBC and new servicer ******** Loancare we will be filing complaints with CFPB, FTC, and AG of Florida and New Jersey about this illegal practice.

  

  Business response

  10/06/2022

  Business Response /* (1000, 6, 2022/09/12) */ We are in receipt of the complaint (**********). FBC Mortgage, LLC has done a comprehensive review of your payment history with our sub-servicer, Cenlar FSB. FBC has determined that your deposit was being held in suspense due to FBC loans transfer process. All monies submitted by the consumer have been sent to the new servicer as the loan in question was service transferred to Loan Care, LLC. The consumer will see the deposit and any credits when the new servicer presents the activity statement. Consumer Response /* (3000, 8, 2022/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Attached are statements one of which reflects the $100,000 principal payment and $3056.71 monthly payment (not deposits) made to our mortgage which was credited to FBC mortgage account on 8/15/22 also attached is a screenshot from 8/29 reflecting our payment being reversed by FBC which occurred on 8/25/22 with money being held in Suspense at that time. Business gave a generic response after their comprehensive review leaving out dates of when things occurred and avoiding giving answers about specific details. Loan was due to be transferred to new servicer on 9/1/22 with any payment made prior to that to be sent to FBC Mortgage per letter FBC mailed which we received on 8/14/22. Our payment was received by FBC on 8/15/22 more than 2 weeks before loan being transferred to new servicer. FBC reverses our payment on 8/25/22 and holds $103,056.71 in Suspense their answer for doing this, "FBC has determined that your deposit was being held in suspense due to FBC loans transfer process". That's a generic response that does not reflect what has happened at all, for starters this reversal and suspense was never communicated to us in any way. The company fails to leave out the loan was being transferred on 9/1/22 as explained above and also fails to explain FBC loans transfer process, fails document when payment was sent to new servicer, fails to acknowledge any interest accrued from this payment being reversed will be refunded or credited accordingly, and most importantly FAILS to apply payment to mortgagee's account in a timely manner 21 days accrued interest off the $103,056.71 payment plus giving us 0 answers why our payment was in suspense for over 2 weeks. Clearly something is not right as any company would offer a point of contact to try to make things right or would try to reach the mortgagee to try to get this resolved or if the consumer is wrong try to inform them what happened and why they are wrong. None of this has happened and its been over 2 weeks with only 1 return phone call which was a generic response like the business reply and no answers or explanation to anything. Lastly, we did call the new servicer who advised us its FBC's responsibility to correct their error. This is why we sent a notice of error on 8/29/22 online and by mail but what's really interesting about all of this is we called FBC Mortgage on 9/8/22 and I was speaking to a rep named Marcus whom I gave authorization for him to speak with my husband. My husband got on the phone asks the rep for his name and his reply was, "This is Marcus from Loancare" then he quickly corrected himself saying from FBC. Maybe an honest mistake. Anyway Marcus could not give any answers about anything other than telling us to fax anything else? FAX really! Business Response /* (4000, 12, 2022/09/28) */ FBC is continuing to work with the Consumers. FBC servicing Manager spoke the Consumer on or about September 14, 2022 and requested additional docs from the Consumers showing any loan activity after they make there next mortgage payment in order to make sure they got the proper curtailment for the initial payment. Consumer Response /* (2000, 14, 2022/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Issues all seem to be resolved and manager addressed all our concerns during phone call. I do want to note that throughout this suspense process with FBC no letters or notifications by email/online docs notifying consumer of money being held in suspense and reason was sent. While I now understand this may be an internal process that happens when a loan service is going to be transferred it caused unnecessary stress and paperwork as consumer was not given any explanation by anyone in writing or by phone until after complaints were filed with agencies. It took nearly 3 weeks to get an answer, hopefully it's addressed so no other consumer goes through the same issues we had.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am owed $4425.28 escrow refund at which FBC sent to the wrong address. I called them and they stopped payment on the check and refuse to reissue the new check until 30 days have passed. I need that money yesterday.

  

  Business response

  09/08/2022

  Business Response /* (1000, 5, 2022/08/17) */ In response to BBB Case *********, the consumer was notified on August 5, 2022 that her address in the system has been updated and the check (*********) she received can be deposited in her account. As far as FBC Mortgage, LLC is concerned this matter is resolved.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  June 10th, 2020 was our closing for our new home. We moved in on June 15th. We have made every payment on time but in March when my husband tried to pay it online like he does every month the system wouldn't accept the payment amount we agreed to at closing. After several tries, he called and was told our payment is $1679 wrong the papers we signed has our payment we agreed to $998.95 they increased it by$ 681. We knew this had to be a mistake and they said the homeowner's insurance had been cancelled on August 18 2020 which was two days after the first payment due date then six weeks later we didn't have insurance so they added it on and said we are negative $4000 in the hole in escrow. October of 2020 a check was issued and we called to find out what it was for and they told me they hadn't sent us a check so I read the front of the check to them they checked with accounting and they said no check was issued. I contacted our loan advisor at Veteran Affairs. And he agrees they are wro

  

  Business response

  04/22/2022

  Business Response /* (1000, 9, 2022/04/11) */ BBB CASE#: XXXXXXXX has been resolved between Consumer. The borrower indicated no other issues.

• Initial Complaint

  02/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We utilized FBC Mortgage LLC for our new home purchase with Maronda Homes. The loan was initially managed by Central Loan Administration & Reporting. On January 7th, 2022 we received a letter that stated all payments due on and after February 1st, 2022 were to be sent to FBC Mortgage LLC. We sent a check to FBC Mortgage LLC as requested and cancelled our automatic payment. On February 1st our automatic payment was initiated anyway and on February 8th a second automatic payment was initiated without our knowledge. After this incident I contacted FBC Mortgage, LLC regarding the multiple payments that were taken from our account. I was initially told that the second automatic payment would be reversed and that I would receive a check in the mail for the error. A few days later I received a call from FBC Mortgage, LLC and was advised that they would not be reversing the charge, even though they created the issue with the multiple automatic payments, and that there was nothing that could be done to resolve the matter. This is unsatisfactory and an example of lousy customer service to say the least. When you make a mistake, you take responsibility for the mistake and correct the issue. That did not happen. I'm requesting a refund of both automatic payments that should not have been taken out of my account. The check I sent FBC Mortgage LLC covered the mortgage payment. That is all they are due at this time.

  

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2022/02/28) */ Contact Name and Title: Jennifer ***** Paralegal Contact Phone: XXXXXXXXXX Contact Email: *****@fbchomeloans.com FBC Mortgage, LLC reviewed the history of Mr. and Mrs. ****'s loan payments. The servicing manger and consumer complaint representative have spoken to the borrower and resolved the issue at hand. Consumer Response /* (2000, 7, 2022/02/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I discussed the complaint with FBC and I'm satisfied with the resolution.

*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. ↩