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:04/17/2025

  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.

  1. I just got off a call where EPM stated they made a mistake on my loss mitigation paperwork so they sent me a new one to notarize a second time. The representative stated that until they receive the new packet my / my wives credit score will still be affected and reported as late. It's not even our fault. It's a failure of EPM on their end. 2. The ************* was in place till 12/2024. According to **** a loss mitigation package must be processed no later than 30 days after receiving a completed loss mitigation package. Mine was turned in on 10/2024 for processing under VA Waterfall. I didn't receive a decision till 02/2025. That is five months later roughly using business days. I have erroneous reporting on my / my wives credit report. Had the package been processed timely according to regulation then it would've been completed NLT middle of 12/2024 before the moratorium ended. My loan since 09/2023 falling under the moratorium should not have any late payment entries from that time to present. 3. I'm on the cusp of calling my lawyer if need be who has already agreed to litigate this pro **** after reviewing the documentation. All I want is my / my wives credit report to accurately reflect our true missed payment history. This is my final attempt to receive adequate resolution and also inform the **** VFW, and *************** of how EPM treats veterans using VA home loan. Also talking to my mortgage broker ***** who has extensive connections on the brokerage front to prevent Veterans from being abused by EPM. It's bad enough I wasn't approved for **** due to not meeting the six month payment criteria.

  

  Business Response

  Date: 04/23/2025

  To Whom It May Concern:
  
  Equity Prime Mortgage (EPM) is in receipt of the complaint filed by ******** ****** (the Customer) with the *********************************************. Mr.Gibsons complaint states that EPM made an error on the loss mitigation documentation, causing extra time for processing. He alleges that the application was submitted in October 2024 but not completed until February 2025, outside the allowed timeframe for processing loss mitigation workouts. Mr. ****** claims that as a result, his credit has been reported negatively in error and should be corrected.
  Upon receipt of the complaint, EPM conducted a thorough review of the loan file and determined that the Customer applied for loss mitigation in October 2024. The VA foreclosure and negative credit moratorium required EPM to place files on hold until the implementation of the **** program. All VA loans were placed in queue for review in the order in which they were received, but there was an extended wait due to the volume. The loan was reviewed and underwritten as quickly as possible.
  The VA foreclosure and negative reporting moratorium expired in January 2025 and credit reporting resumed, reflective of the actual loan status. In February 2025, the VA modification was approved and documents sent to the Customer on February 27, 2025 for execution. The completed documents were returned and received by EPM on March 14, 2025.
  The file was subsequently reviewed to ensure it was complete and forwarded to the Special Loans Department on March 18, 2025, to finalize the modification, as well as for recording. The process has a turnaround time of approximately 10 business days, putting the estimated completion time within the month of April.
  While the Special Loans Department was working on the file,they discovered that the **** registration number was incorrect, corrected the documents, and sent the modification for re-recording. The corrected documents were also sent to the Customer on March 17, 2025 for signature and the Customer advised of the update and need for timely receipt of the signed documents.
  There is no error regarding the credit reporting, as suppression ended in January and the February through April 2025 reporting must be made as the account is actually paid. Per the Fair Credit Reporting Act (FCRA), credit must be reported accurately. Negative reporting has been suppressed for May to allow the Special Loans Department to update the loan without negative impact to the Customer, once the updated, signed documents are received.
  At EPM, we strive to exceed our customers expectations with every interaction. EPM fell short of this goal and sincerely apologizes for the number error and resulting frustration for the Customer needing to resign the documents.
  The Equity Prime **************** prides itself on ******************* Providing the highest level of quality service is our goal. If you have any additional questions, please feel free to contact our ******************** at ************** from 8 am to 9 pm ET, Monday through Friday, and Saturday 8 am to 12 pm ET, excluding major holidays, or message us at ********************************************************************************************.

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23218182
  
  I am rejecting this response because:
  
  Please review attached word document. Thank you so much. It will provide my reasons for rejection. My answers are either bold and underlined, underlined, or next to Answer: for reference by the person reviewing it.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 04/23/2025

  EPM has previously responded. 

• Initial Complaint

  Date:04/14/2025

  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.

  This organization is listed as 1 liens holder on my. Want the company name removed doesnt have any business with them

  

  Business Response

  Date: 04/16/2025

  Equity Prime Mortgage (EPM) is in receipt of the complaint filed by **** ******** (the complainant) with the Better Business Bureau (BBB).Mr. Robinsons complaint states that EPM is listed as a first lien holder and he would like his name removed, as he has no business with EPM.

  
  Upon receipt of the complaint, EPM conducted a thorough review of the loan file and determined that Mr. ******** did not specify the type of lien in question. A review of EPMs system of record does not identify any loan associated with a **** ******** matching the address provided. The information listed on the BBB complaint shows only a partial phone number and an email domain of *******************.

  
  If Mr. ******** would like EPM to research further, he is encouraged to provide complete information, such as a full phone number,working email address, or loan number. Without these, EPM is unable to locate an account for Mr. ******** or advise further.

  
  The Equity Prime **************** prides itself on ******************* Providing the highest level of quality service is our goal. If you have any additional questions, please feel free to contact our ******************** at ************** from 8 am to 9 pm ET, Monday through Friday, and Saturday 8 am to 12 pm ET, excluding major holidays, or message us at ********************************************************************************************.

• Initial Complaint

  Date:03/07/2025

  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.

  We sold our property in ***********. Our mortgage is with Equity Prime Mortgage, who is based in *******. In the payoff letter they sent me, they have a line item for "Additional Fee of $8722.50", with no further explanation. I've called EPM many times to: 1) find out what the additional fee is 2) have them remove the fee 3) get a updated payoff letter. Finally, I found a number on the BBB website and was able to talk to "*****" who escalated to "*****" who told me the fees are mortgage cancellation fees and notary fees. I explained to them that for properties in ***********, the mortgage cancellation is handled by a lawyer/notary, and the fees are paid out at closing by the seller, not the bank, and we have an invoice from the lawyer that will be sent to EPM with payoff funds. They insisted that these are their notary fees that they have to charge. I asked him to list out what the fees were, which he did, and then I proceeded to explain which of those fees are paid by us, the seller, at signing and settlement. He point blank told me that isn't how it works, and even if I got another payoff letter, the additional fees would still be on there. What this person refused to understand is that: 1) EPM automatically assigned THEIR OWN LAWYER/NOTARY in *********** to cancel the mortgage. However, we chose a different lawyer to complete the transaction, as is our right. 2) Puerto Ricos notaries are different that US notaries, in that they have to be a lawyer to be one. Hence the larger fees. 3) This "Additional Fee" is already paid by us at closing, as is proven by settlement documents sent with the ************. These fees should be removed or refunded. EPM refused to remove the fees and won't release my deed unless I pay the Additional Fees on the Payoff Letter. These actions are fraudulent, and the lawyer in *********** and EPM is trying to steal money for services NOT rendered.

  

  Business Response

  Date: 03/14/2025

  This is being researched 

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23033596
  
  I am rejecting this response because this company has been saying they are "researching" for quite some time, and are hoping I will go away.
  
  Sincerely,
  
  ********** ********

  

  Business Response

  Date: 03/17/2025

  We are currently reviewing this complaint and will respond as soon as possible. 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23033596
  
  I am rejecting this response because I need to know when this will be resolved.
  
  Sincerely,
  
  ********** ********

  Customer Answer

  Date: 03/19/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and find that Mediation is necessary.

  Regards,

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

  

  Business Response

  Date: 03/20/2025

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. Reason for rejection at this point is due to this is being researched to ensure a proper response.  I understand the frustration on this, but our Sub-Servicer is researching, and we will provide a response. We will provide a response when I receive. Industry standard to respond to complaints is 30 days. 

   

  Thanks

   ***** ********

• Initial Complaint

  Date:12/17/2024

  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 recently refinanced my mortgage with another company and the payoff amount paid by my new mortgage company was more then what was owed *********************** October 2024 my mortgage was paid in two installments, the first being October 2, 2024 for $1,554.13 and the second was made on October 16, 2024 for $1,554.13. This brought my principal balance to $409,887.61 and an escrow balance of $********* new mortgage company paid off my EPM mortgage by submitting a payment of $412,562.27 EPM on October 31, 2024 and applied $409.887.61 of the $412,562.27 to payoff my loan with them, of that, they applied $2,442.48 as interest and $232.18 to Escrow. This bought my escrow account to $452.41 in which they did send me a refund check.EPM is stating that they do not owe me any other refund, but my calculations show that they still owe me $2,674.66 ($412,562.27 paid vs $409,887.61 owed)I have attempted twice to speak to a customer service representative.November 29, 09:05am mst spoke to *** who told be that I was only due the escrow and wouldn't listen to what I was asking about the amount owed vs the amount paid. Figured I would wait to see if it would get corrected I called **************** again December 17th at ******* mst and spoke to Wyn.I explained to her the issue and she looked into the matter and after about 5 minutes, came back and stated that I was not due any further refund, the over payment was applied to Novembers payment. I asked how can it be applied for November when the account was paid off on October 31st? I asked for the explanation to be sent to me in an email as to why I was not due a refund, which was denied. I asked to speak to a supervisor to which I was told there were none available to the moment and she would put the request in for someone to call me back ***** hours

  

  Business Response

  Date: 12/23/2024

  Response and additional documents attached. 

• Initial Complaint

  Date:10/28/2024

  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.

  October 25, 2024 I am filling this complaint against EPM mortgage due to the failure to pay my property taxes on my home. I purchased my home in October of 2023. At settlement they were given escrow for taxes. My first month of mortgage was due in December. EPM didn't pay taxes untill March of 2024 **** they paid out more money on May of ************************************************* the negative almost ******. I was scheduled to refinance my home on Friday *** couldn't settle due to their error and they refused to fix the issue. My loan officer also called them and asked if they can correct this by fixing my numbers on my mortgage statement so they could clear this up and they refused. I strongly believe this is being done because of me refinancing my home. Now they are charging me more money on my mortgage...a extra ******. I need to refinance my home. Because of their mistakes my taxes will be due again in December and I'll be behind on my taxes. Please help me with this situation. Due inflation I'm struggling to pay my mortgage. I was cleared and scheduled for closing and they did this to me. My loan officer is ******* ******, ************* if you need more clarification for him. They were paid at settlement and when I made my first payment.

  

  Business Response

  Date: 11/04/2024

  Equity Prime Mortgage (EPM) is in receipt of the complaint filed by ******** ******** (the Customer) with the ************************************************. Deloatchs complaint states that EPM did not pay her property taxes timely,resulting in an outstanding balance owed. She alleges that this has delayed her refinancing the property.
  Upon receipt of the complaint, EPM conducted a thorough review of the loan file and determined that taxes are due twice a year on this property, with one installment due by September 30 and the other due by December 31.
  EPM disbursed the taxes, in the amount of $3,263.62 on September 5, 2024, and the Prince ****** County tax office credited the payment to the property on September 24, 2024. The taxes are current and the next installment is due by December 31, 2024.
  In completing the due diligence to respond to this complaint, EPM contacted the Prince ****** County tax office, who verified that the taxes are scheduled to be paid as described above.
  The Customer is directly billed for a wastewater/stormwater tax, which she did not pay. Because it had become delinquent, it was billed to EPM, who disbursed both the tax amount of $30.00 and the delinquent penalty of $2.90 from the Customers escrow account, on May 31, 2024.
  The Equity Prime **************** prides itself on ******************* Providing the highest level of quality service is our goal. If you have any additional questions, please feel free to contact our ******************** at ************** from 8 am to 9 pm ET, Monday through Friday, and Saturday 8 am to 12 pm ET, excluding major holidays, or message us at ********************************************************************************************.

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22479970
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 11/08/2024

  Equity Prime Mortgage's prior response still stands. 

  Customer Answer

  Date: 11/08/2024

  
  Complaint: 22479970
  
  I am rejecting this response because:
  If the taxes are current why is the escrow account sitting at -600$?  The water situation that epm mentions does not have anything to do with the property taxes due last December 2023. Anything dealing with water is between us and the county. Our mortgage is 4000$ a month we definitely wouldnt have an issue paying 30$ for anything. The money that epm received last year at closing up to our first payment in December 2023 was a total of almost 40k so i am not understanding why our property taxes were not paid last December 2023. That is the sticking point. It does not matter about the taxes paid this year because that is supposed to happen, its about the missed payment from last year and to get our escrow up to date from -600$. We have given epm this year over 40k in mortgage payments, we should have a surplus in escrow not -600$.
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 11/15/2024

  Re: ID# ********
  
  To Whom It May Concern:
  
  Equity Prime Mortgage (EPM) is in receipt of the complaint filed by ******** ******** (the Customer) with the ************************************************. Deloatchs complaint states that her prior complaint involved the 2023 taxes, rather than 2024, and that EPM did not pay these taxes timely.
  Upon receipt of the complaint, EPM conducted a thorough review of the loan file and determined that taxes are due twice a year on this property, with one installment due by September 30 and the other due by December 31.
  The loan was originated with EPM on October 16, 2023 and the loan transferred to the EPM servicing office on October 20, 2023. The tax certification was reviewed and showed that the next tax installment was due to be paid in September 2024. The tax lines were set up accordingly, with the next disbursement scheduled for September 2024.
  On March 21, 2024, the EPM ************** received a delinquent notice and immediately disbursed the tax payment of $2,399.16 that same day. In addition, the tax penalty of $155.44 was paid the following ****** the tax due date error was not the fault of the Customer but rather the tax certification company from closing, the funds were not disbursed from Ms.Deloatchs escrow account and there was no cost to the Customer.  
  ******************** next disbursed the taxes, in the amount of $3,263.62 on September 5, 2024, and the Prince ****** County tax office credited the payment to the property on September 24, 2024. The taxes are current and the next installment is due by December 31, 2024.
  The Customer is directly billed for a wastewater/stormwater tax, which she did not pay. Because it had become delinquent, it was billed to EPM, who disbursed both the tax amount of $30.00 and the delinquent penalty of $2.90 from the Customers escrow account, on May 31, 2024.
  There are no delinquent taxes or outstanding penalties associated with this account. The taxes are next scheduled to be paid for the December 2024 installment.
  The Equity Prime **************** prides itself on ******************* Providing the highest level of quality service is our goal. If you have any additional questions, please feel free to contact our ******************** at ************** from 8 am to 9 pm ET, Monday through Friday, and Saturday 8 am to 12 pm ET, excluding major holidays, or message us at ********************************************************************************************.

• Initial Complaint

  Date:09/03/2024

  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.

  i got a escrow check from equity prime mortgage $213.98 no one will cash it i have called 2 times already asking if they had any recommendations all they kept saying is there was no problem with the check and that i could send them the check and they would use it for later escrow if needed

  

  Business Response

  Date: 09/10/2024

  Upon receipt of the complaint, EPM conducted a thorough review of the loan file and determined that an escrow analysis was completed on December 21, 2023. The analysis revealed a surplus of $213.89, which was mailed to the Customer on December 22, 2023, in check #*******.
  
  The Customer called ******************** on July ******* to inquire if he could cash the escrow refund check he was sent in December 2023. The representative advised that it would be best to have the check stopped and reissued. Escrow refund checks are good for 180 days, and after that point, are considered stale dated and cannot be cashed.
  
  The check #******* was reissued August ******* and sent to the Customer regular mail. As of the date of this letter, the check is outstanding and has not been cashed. If ***************** is advising that the check cannot be cashed, EPM recommends the Customer discuss the specifics of this with his bank, as there is no restriction from EPM.
  
  The Equity Prime **************** prides itself on ******************* Providing the highest level of quality service is our goal. If you have any additional questions, please feel free to contact our ******************** at ************** from 8 am to 9 pm ET, Monday through Friday, and Saturday 8 am to 12 pm ET, excluding major holidays, or message us at epm.servicingdivision.com/mgs.

• Initial Complaint

  Date:08/20/2024

  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 mortgage company was the worst to deal with in my entire life. I went through a broker who found this company. I had not one but six... I said six closing dates. All would get up to them sending the balancing paperwork and then they said they couldn't balance the sheets so we couldn't close. They provided the wrong numbers constantly, requested to have the same paperwork sent multiple times. It was awful. I have attached a word document of all the interaction with them. I was working with them from March until July when I finally told them to pack sand. However, not before they took money for all the things I won't be able to use in another company, like charging ***** twice for a credit check because the first one expired (bc of them) and paying an appraisal fee that no one else will accept because they did. And paying an emergency charge for the appraisal because they said they needed it for us to close that Tuesday only for Tuesday to come and go and we did not close.

  

  Business Response

  Date: 08/26/2024

  This file was a Non-Delegated correspondent file where EPM was not the lender on the file. EPM was only the ** of record on this file. NEXA is the lender of record. EPM collected no money from the borrower, nor should we have shown as the lender on the appraisal. HUD requires an active appraisal to remain tied to the property address & *** case number until the appraisal is expired. EPM will follow HUDs requirement and transfer the *** case number & appraisal upon request.  The loan did not close and is currently not an active loan with EPM

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22171421
  
  I am rejecting this response because:  I have documentation proving that you were the lender in the situation and you were the only hold up!!   I am attaching invoices showing I did in fact pay you for the appraisals. How can you say I didn't pay you when it states on the invoice I paid Equity Prime Mortgage?  The credit checks did appear to be sent to the broker, however since I have been dealing with your company and its incompetence, I feel it is only fair that you reimburse those items as well. I have no problems, blasting you all over social media but figured this was the best way to go.   You have cause me major distress and like I said if this purchase was from anyone but family, the sellers would have said to take my mortgage and pack sand.   Funny how once I decided not to continue with you, I got approved and guess what I have a closing date and its actually going to happen this time, unlike with your company.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/03/2024

  This file was a Non-Delegated correspondent file where EPM was not the lender on the file. EPM was only the ** of record on this file. EPM collected no money from the borrower, nor should we have shown as the lender on the appraisal. Looks like the lender of record did erroneously order the appraisal showing EPM as the lender. HUD requires an active appraisal to remain tied to the property address & *** case number until the appraisal is expired. EPM will follow HUDs requirement and transfer the *** case number & appraisal upon request.  The loan did not close and is currently not an active loan with EPM. Based on documentation provided the loan does not meet regulatory /Agency requirements. 

• Initial Complaint

  Date:08/08/2024

  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.

  In August 2024, my county tax office issued a real estate tax refund from tax year 2022 to EPM due to me being a total permanent disabled veteran. I no longer have an account with ******************** because the account was paid off due to a refinance with another lender. The refunds were sent to EPM because they had my account at the time. I have reached out to EPM numerous requesting the refunds be mailed to me, because legally it was money I paid, but in fact was exempt. The last two times I called, I was told emails were being escalated to have the refund returned to me. Today after a long wait I was told the refund would be sent to my present lender that has nothing to do with taxes from 2022. I should not have to beg them to return my refund. I am a 100% permanent disabled veteran and this company is attempting to do what they want with my refund. No one is helping me and everytime I reach out to them they come up with other ways not to return my refund.

  

  Business Response

  Date: 08/15/2024

  Upon receipt of the complaint, EPM conducted a thorough review of the loan file and determined that the loan was paid in full on May 5, 2023. Fifteen months later, on August 7, 2024, the EPM *************** received notification from the ***************** that funds had been received on a paid in full loan and requested direction for how to process the request.

  
  The funds were received from the Customers taxing authority, the Chesterfield County Treasurers office, in the amount of $3,128.92 and forwarded to the *************** on August 9, 2024. The funds were sent to the Customer on August 14, 2024. The tracking information is ***** 7779 7478 9548.
  Regarding the Customers allegation that she has called and requested funds, which has not been done, the Customer called on August 6, 2024, prior to EPMs receipt of the funds, explained that her taxing authority refunded payments to EPM, and requested the funds. The representatives with whom the Customer spoke advised that they would escalate the request to the ***************** to review the account for any funds received and that needed disbursement, as the loan was previously paid in full.

  
  The research and refund were handled timely once the funds were received by EPM. EPM cannot advise on the amount of time the Customers taxing authority took to send the funds to EPM for disbursement back to the Customer.

• Initial Complaint

  Date:08/08/2024

  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.

  **** was paid in full on August *******. Received a email saying the escrow would be refunded to me in approximately 10 business days from when loan was paid. Called to check on status after 11 business days and was told it takes 30 days,

  

  Business Response

  Date: 08/13/2024

  Upon receipt of the complaint, EPM conducted a thorough review of the loan file and determined that Per the *********** Settlement Procedures Act (RESPA), a servicer has 20 business days after payoff in which to send back the refund. This does not guarantee a particular time for receipt of the refund, as EPM cannot control mailing time once the check is in possession of the U.S. Postal Service. 
  
  The Customer paid the loan in full on July 24, 2024 and the refund was mailed on August 8, 2024, ten business days after payoff and well within the 20 business day timeframe set by RESPA. The Customer was advised in several calls on August 7, 2024 that the check is typically mailed within ten business days, but they must allow for mailing time, which will increase the overall delivery of the funds. 

• Initial Complaint

  Date:06/10/2024

  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.

  My experience here was a very terrible one. After I had made my second deposit I was blocked out. Nothing I did worked. I was so frustrated and giving up on my money when *********************** came to my rescue and helped me out with the issue. I would have been in a big mess if I had not met *********************** ( HARPERJAMESPLATFORM @ G MAIL COM ) personally by emailing them privately. I wish to recommend ****** to anyone in recovery of loss. She saves me and I believe She can also save others who have run into loss.

  

  Business Response

  Date: 06/10/2024

  This appears not to be for Equity Prime Mortgsge. Please remove.