ComplaintsforMutual of Omaha Mortgage

• Initial Complaint

  12/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want all mailings from this company to stop. The letter state to email address for removal. The address is ***************************************************************** I emailed this address and my email was rejected.Company is: Mutual of Omaha Mortgage, *********************************************************************************************************

  Business response

  01/01/2024

  As soon as Mutual of Omaha Mortgage, Inc. received your complaint, it removed your name from its marketing campaigns.  You should no longer receive mail from Mutual of Omaha Mortgage moving forward.

• Initial Complaint

  12/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Multiple unsolicited cold calls selling reverse mortgage. I have never done business with Mutual of Omaha and don't intend to.

  Business response

  01/01/2024

  Mutual of Omaha Mortgage does not have a record of any calls made to phone number you provided.  As soon as your complaint was received, the company placed your number on our Do Not Call list.  You should not receive any calls from us in the future.

  Customer response

  01/02/2024

   
  Complaint: 21014157
  
  I am rejecting this response because my number is on the Do Not Call List.
  
  Sincerely,
  
  *************************

  Business response

  01/02/2024

  Mutual of Omaha Mortgage, Inc. has no record of your name of phone # in our systems.  We only call numbers that are linked from Salesforce.  We believe that is possible that you opted into one of our third-party lead provider campaigns using a different phone number.  As indicated in our prior response, the phone number you provided in connection with your complaint has been added to our DNC list even though there is no record of Mutual calling it. 

  Customer response

  01/02/2024

   
  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

  12/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In 2022 my wife and I attained a HEOC loan from this company and was told that we could receive the balance of the loan this year upon request. We submitted our request for the remainder of the amount on 27 November 2023 and was in formed that we would receive the on or about the 1st of December 2023. On December 3 2023 we notified them that the check had not been received and was told that the check was mailed om the 29th of November 2023 and should be delivered at any time. It is now the 8th of December 2023 and the check has not been received even though we have notified the the company. Each time we have called we are told that they would check to se the reason for it not being delivered as told but no follow up has been received nor any action been taken to resolve the situation. This is the worst company customer service I have ever seen as we are talking about thousands of dollars that were promised yet not delivered.

  Business response

  12/22/2023

  Dear ******************:
  I am writing in response to your correspondence submitted through the Better Business Bureau (BBB), and your personal correspondence that the ********************* received on December 12, 2023, regarding the above-referenced account. I appreciate the opportunity to respond to your concerns.
  
  We genuinely appreciate your concerns and apologize for any frustration or stress you *** have experienced with your request for a line of credit withdrawal. Our goal is to provide the highest quality customer service, and we regret that *** not have been your experience.
  
  On November 27,2023, we received your request for a withdrawal from the line of credit in the amount of $24,043.00. Check number ******* was sent to you on November 29,2023.
  
  When we spoke with you on December 4, 2023, you advised that the check had not been received.We advised to allow a few more days for delivery from the postal service and to call us if you still had not received the check. To avoid postal delay, we encourage you to set up direct deposit.
  
  After receiving your correspondence on December 12, 2023, in which you advised you had not received the check, we voided the initial check and sent check number ******* to you overnight via ********************** ****** The *** records indicate the check was delivered on December 13, 2023.
  If you have any additional questions, please contact us at **************.We are available Monday through Thursday 8:00 a.m. to 8:00 p.m., and Friday 8:00 a.m. to 5:00 p.m. Eastern time. To see your loan information, view statements, and access forms, please visit us at www.reversedepartment.com.
  
  Sincerely,
  
  
  *******************************
  Reverse Mortgage ********************

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Will not take bi monthly payments as said when enrolled in mortgage. Funds are not applied appropriately and customer service is giving me nothing but a hassle. I have been hung up on and yelled at.

  Business response

  12/15/2023

  Mutual of Omaha Mortgage, Inc. received your complaint and completed its investigation.  A detailed response was mailed to you by our servicing department on December 14, 2023.  Please let us know if you have any questions regarding the response.

   

• Initial Complaint

  12/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mutual of Omaha is reporting lates on my credit file. These lates are from 1/23, 3/23, and 5/23. I am set up on auto pay and am unsure how these late payments occurred. If any payments did not process this was a mistake on your end. Please remove these late remarks from my credit file.

  Business response

  12/15/2023

  Mutual of Omaha Mortgage, Inc. received your complaint and completed its investigation.  A detailed complaint response was mailed out on December 14, 2023.  Please let us know if you have any questions regarding our response.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We're doing a reverse mortgage with mutual of Omaha and it was supposed to be about ***** days and it has been 5 months and still not closed it's hard to get a return phone call from anyone

  Business response

  12/06/2023

  Unfortunately, there were several unanticipated issues that lengthened your loan process, including the need to obtain two appraisals.  We informed the business line of your complaint and they have assured us that they are providing weekly updates and working through your file as quickly as possible.  It appears that your loan is now in clear to close status.  We are sorry to learn of your frustration with the loan process and hope this response resolves your complaint to your satisfaction.

  Customer response

  12/11/2023

   
  Complaint: 20907656
  
  I am rejecting this response because: not only do we not have a closing day they caused ** to lose our homeowners insurance by calling our insurance company and telling them they were paying our insurance 
  
  Sincerely,
  
  Star *****

  Business response

  12/19/2023

  We reached your follow up to our complaint response and did not come across any evidence of delays on the part of your loan officer.  He has been keeping you apprised of the status of your loan.  We did not locate any evidence that someone called the *** to state that MMI would pay for insurance.  There is a payment listed on the fee sheet showing a payment to the ***, but these funds would be paid at closing.  

  Mutual continues to process your loan file and hopes to finalize your loan soon.

  Customer response

  12/20/2023

   
  Complaint: 20907656
  
  I am rejecting this response because:I have proof that *********************** did call our insurance company and tell them they would be paying our insurance and I have to call mutual of omaha dozens of times before someone returns my call this is december 20 and we still don"t have our money
  
  Sincerely,
  
  Star *****

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Received advertisement flyer for Reverse Mortgage. Contacted company and spoke with ***** @ ********** who took my personal info, including s/s# and ran credit and was suppose to call back. Did not, I called him and left message. Was not returned. Called company and spoke with a ********************* @ ********** who said that he handles all of these for *********** and would look into and get back with me the next day. Never happened. I'm concern that this might be a scam.

  Business response

  12/11/2023

  Mutual of Omaha Mortgage, Inc. ("MMI") received your complaint and completed its investigation.  It does appear that your original loan officer did not call you back in a timely manner once your credit report was ordered.  Once notified of the issue, MMI assigned your file to a different loan officer who immediately contacted you to let you know the amount that your home would need to be appraised at in order for your transaction to move forward.  You stated that you didn't ************** would appraise at the required value and ended the call.  MMI's branch manager has spoken to the initial loan officer about the importance of remaining in contact with borrowers to prevent this issue from occurring again.  We appreciate this opportunity to improve our business and hope that this response resolves your complaint to your satisfaction. 

  Customer response

  12/11/2023

   
  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

  11/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received at my personal home an envelope addressed to a personal friend of mine who lives in a different state and inside the envelope was this attached "cash out approval letter" for them! Not me and my wife who own this home. The disturbing piece to this is the estimated property value is MY HOME and the Current Loan Balance is HER remaining balance on her mortgage!!!! This is absolutely outraging! How can this happen!!!

  Business response

  12/06/2023

  Mutual of Omaha Mortgage, Inc. received your complaint and completed its investigation.  The mailer was created by a third-party marketing company that uses information provided from credit bureaus for its marketing campaigns.  It appears that your friend must have been associated with the mailing address at some point as the credit bureau has her associated with the mailing address in its records.  The mortgage information is from the credit information collected and the estimated value is the value of the location of the property associated with the mailing address.  Mutual of Omaha Mortgage, Inc. has notified the company of your desire to be removed from our mailing list and you should not receive further communication from us.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was Refinancing my house told me it was a done deal as long as my house appraised out. My house appraised out for more than $200000 more than I owe they made me pay for the appraisal they strung me along for almost 5 months telling me it was a done deal and then at the last minute said the underwriter doesn't wanna do it. So I want my $250 appraisal fee back.

  Business response

  10/03/2023

  Mutual of Omaha Mortgage, Inc. ("Mutual") received your complaint and completed its investigation.  Your loan officer was attempting to broker your loan to another lender.  Unfortunately, there was a 30-day late mortgage payment on your file; therefore, your loan did not satisfy agency guidelines.  Mutual received a letter of explanation from you in which you detailed extenuating circumstances for the late payment.  The loan officer submitted the *** to the lender, but the explanation was not accepted and the transaction was denied by the lender.  Your loan officer attempted to reach out to another investor in an attempt to close your loan for you, but the second investor declined to accept it as well.  Mutual's investigation finds that the loan officer could have been more diligent in notifying you about the denied status of your loan; however, she was actively trying to see if she could place your loan with another company.  As soon as Mutual learned of your questions regarding the status of your loan, we had your loan officer immediately reach out to you.  The appraisal was paid to an independent third-party appraiser and was required in order to determine your eligibility for your desired loan product.  We are sorry to learn of your frustration with the loan process.  Mutual's investigation did not uncover any errors in the loan process that would necessitate the refund of your appraisal fee.  We are sorry to learn of your frustration with the loan process and hope this response resolves your complaint to your satisfaction.

  Customer response

  10/05/2023

   
  Complaint: 20623033
  
  I am rejecting this response because: Prior to ordering the praisal, they looked at my online tentative home value. And that's what they were going by. My home appraised well over that amount again. Appraisal never should have been ordered. She told me when we first started the process that it was a special circumstances loan. Knowing that we had a late mortgage payment.
  
  Sincerely,
  
  ***************************

  Business response

  10/10/2023

  Mutual of Omaha Mortgage, Inc. reviewed your rejection of its complaint response.  Prior to ordering your appraisal, your loan officer discussed the issue of your payment history with you and informed you that it could be a difficult file to fund.  You had a very convincing letter of explanation for your missed payment and both you and your loan officer were hoping that the lender would accept the explanation as an extenuating circumstance.  You then provided authorization for the appraisal report,which was ordered by Mutual.  Despite your loan officers strong efforts,she was unable to have your loan approved with a lender due to their refusal to accept your letter of explanation for your missed payment.  Mutual is sorry to learn of your frustration with the loan process; however, it finds that you understood the potential risks associated with your loan prior to authorizing the appraisal.  For this reason, Mutual is not recommending a refund of your appraisal.  We hope this response resolves your complaint to your satisfaction.

  Customer response

  10/11/2023

   
  Complaint: 20623033
  
  I am rejecting this response because: Initially, mutual of Omaha rejected my request altogether. They are the ones who reached back out to me. And told me that the President of the company wanted to take me on as a special circumstance loan due to the situation surrounding the missed payment. Had they have not reached back out to me I would have went with somebody else from the get-go.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I applied for a refinance on July 11th, because my credit is not great I was hesitant. However, after taking to *******************, I applied. I provided all the required paperwork as soon as it was received, through their app. Again I asked if everything was good and he kept saying as long as the appraisal came back good it would be fine. I gave the authorization for him to charge my card ****** - because I had thought they had done a thorough review first. The appraisal came back a lot better than anticipated. Although I was told I needed to put handrails **, in the same call **** came back asking for authorization to charge another ****** to my card for the appraisal company to come back out. I declined Iwanted to make sure I had the work done first - the next night I went and spent an additional ****** to put basic handrails up. Only to call Monday and be told well no we cant do the loan. Why wasnt this decided before I spent ******? Im glad I didnt have him charge the ****** as well - how is it possible that they did not fully check the paperwork before setting up the appraisal? In addition he should never tell a potential customer to cancel an auto pay with their current provider, without 100% knowing the loan was solid. When I said this to his supervisor I got my credit history slapped back at me. Super frustrated at the way this was handled and the money Im out!

  Business response

  09/06/2023

  Mutual of Omaha Mortgage, Inc. is sorry to learn of your disappointment.  We have reviewed your file and see that the appraisal was ordered on July 14.
  Your credit report was accessed on July 11. At that time, it was noted that your mortgage holder was not reporting to the credit bureaus.
  We had no way of knowing your mortgage payment history at that time. 
  
  In the mortgage business, there are so many tasks which need to be pursued and accomplished within a small window of time that it is not advisable to wait for one item to come in before moving onto the next task.
  Therefore, without any indication that there had been mortgage late payments in the past two years, we proceeded to order the appraisal as we waited for the Verification of Mortgage (***) to arrive.
  The appraisal report was returned to us, with repair conditions on July 21.  Those repair conditions were reported to you so that you could begin getting the repairs done, in the hope of not delaying your closing.
  On July 24, the *** was received which indicated 9 late payments within the last 24 months.  It was this information which led to the loan denial as this payment history is outside of the guidelines for approval.
  
  We are sorry to hear of your disappointment but because of the timeline and the constraints on our system of processing loans in a timely manner, this outcome seems to have been unavoidable.

  
  We wish you the best of luck in the future.  We would be happy to revisit your loan application in the future if the payment history can improve.
  
  Thank you for contacting us.

  Customer response

  09/07/2023

   
  Complaint: 20551544
  
  I am rejecting this response because:

  The information on payment history was provided prior to the appraisal being ordered and was not reviewed.  I was told multiple times everything was good - they even had questions about the payment history.
  

  While I understand the fluctuations of the mortgage industry - if you have the information requested it should be 100% reviewed PRIOR to charging the client ******.  **** told me that everything was good AFTER I provided all the documentation.  He was only concerned with the appraisal.  
  

  Also what mortgage company tells a person with such confidence to stop the auto payments that were currently set up.  To that end, even after I asked, even after the paperwork was submitted as requested.  Including payment history on the current loan. I was told I was getting the loan.  

  
  I reject leaning into the industry standard when someone clearly skipped the step of reviewing and instead offered no indication (again, after having all the documents and history requested) that there anyhing would prevent a positive outcome.

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

  Business response

  09/20/2023

  We investigated your complaint and did not uncover any evidence that your loan officer discussed shutting off your autopay.  When the loan officer asked you if you had any deferments, forbearances, or late payments in the last 24 months, you indicated that you did not.  It appears your documentation arrived on Saturday, July 15 and the appraisal was scheduled for Tuesday, July 18, which left one day for review prior to appraisal of your home.  MMI takes your complaint seriously and, as a gesture of goodwill and without admitting fault, has agreed to refund you for the cost of your appraisal.  Your check should arrive within the next week.  We hope this resolves your complaint to your satisfaction.

  Customer response

  09/22/2023

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

  Customer response

  10/23/2023

   
  Complaint: 20551544
  
  I am rejecting this response because: 

  Please reopen the case - it is the 21st and I have not received a check from Mutual of Omaha . Please keep the case open until a check is received per the resolution they agreed to.  Thank you, ********

  
  

  
  

  Business response

  10/24/2023

  It does appear that there was some miscommunication in our accounting department and the check was not issued even though the refund request was made by the compliance department.  I just received confirmation that the appraisal refund has been processed.  It will show ** in the form of a credit on the card that was used to order the appraisal report.  Please let us know if you don't see this reflected on your statement.  We apologize for any inconvenience.

*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. ↩