ComplaintsforMutual of Omaha Mortgage

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a mortgage with Mutual of Omaha. When deciding to go with them for our mortgage, I was told by the loan officer, that we would be able to make partial payments. I went to make my partial payment today online, and it says i still owe the full amount for the mortgage. When i spoke with them on the phone, i was told they do not accept partial payments. Any other financial institution i have dealt with i was allowed to make partial payments every two weeks. Due to this issue they now want to charge me an $11.00 fee to speak with someone in person. This should not be done. Now i can make a partial payment with them, then call back once the payment has posted, to have them put it all towards the monthly payment. This has now put me in a financial crisis, because i have my bills set up to where i pay so much every two weeks. This needs to be fixed by them.

  Business response

  08/07/2023

  Mutual of Omaha Mortgage ("MMI") received your complaint and completed its investigation.  MMI did not uncover any evidence that your loan officer suggested that you could make partial payments.  The loan officer works on the origination side of the transaction and indicated that your servicer would be handling loan payments once the transaction closed.  Unfortunately, our subservicer does not permit partial payments.  MMI is sorry to learn of your frustration with the loan process and hope this response resolves your complaint to your satisfaction.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have repeatedly been promised an escrow check for $2256.65 from Mutual of Omaha Mortgage division since the mortgage was paid in full as of Feb. 1, 2023. A check was sent to me dated 2/23/23 but had my dead husband's name on it in addition to mine. The bank could not accept it. Since that February date I have written to the company, called many times and keep getting promised that the check will be sent within a couple of days. It has never been sent. Yesterday I received yet another letter from Mutual saying I would be getting a check within ******************************************************************* the check would arrive within a few days. I would like to receive my check made out to me *********************** without my dead husband's name on it and in a timely fashion.

  Business response

  06/19/2023

  Mutual of Omaha Mortgage, Inc. ("MMI") received your complaint and completed its investigation.   Please accept our condolences during this difficult time.  It appears that the escrow payment you refer to in your complaint was submitted before MMI had the necessary paperwork to update your account.  A detailed response to your complaint was mailed to you on June 19, 2023.  In the mailed response, MMI included the requested escrow refund payment in your name.  Please feel free to reach out to us if you do not receive it in the next few days.  

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ************************* called soliciting a home refi in April 2023. I was on short term disability d/t recent surgery & explained this to ****. He was insistent on running numbers to see if I qualified stating what can it hurt.. I told him I was out of work for another month. He made comments like its a no brainer to refi. **** was pushy, requesting an appraisal ASAP. I explained again that my funds were limited while out of work & I didnt feel comfortable paying 500 for an appraisal on a loan I didnt feel would get approved. **** stated that he wouldnt push for an appraisal if he wasnt certain that the loan would be approved. The appraisal came in low requiring repairs. I couldnt make the repairs nor did I have money for repairs. **** showed no regard & kept pushing for me to just get the repairs done. I noticed several calculation mistakes. My loan payoff amount incorrect & then stated that it was because the additional loan forbearance amount calculated in. He came back with numbers totally different than what we agreed upon when I signed papers to proceed he stated it was another miscalculation & the forbearance amount was added twice leaving less money out..stating the initial calculations were correct. In the end he was wrong & blamed the loan being declined on my mortgage payment being 1 day late, which was another lie. My payment was made on a Saturday & according to my current lender, was not over 30 days late. ************************* put me at a financial loss of over ****** for an appraisal on a refi that I informed him from the beginning would not be approved. He showed no regard to my personal situation and because he ran my credit report more than once, my already low credit score decreased even more. ***** poor judgment and greed to earn commission caused me undue distress and financial setback. I know a reputable company such as Omaha Mutual would want to know actions such as that of *******************. This wrongdoing needs to be made right by MMI.

  Business response

  06/09/2023

  Mutual of Omaha Mortgage, Inc. (MMI) received your complaint and completed its investigation.  MMIs investigation did not uncover any evidence that the loan officer exercised poor judgment or showed a disregard for your personal situation.  In order to approve you for your requested loan product, your loan officer had to order an appraisal to determine your home value.  Appraisals are conducted by independent third parties.  You appraiser evaluated your property per FHA program guidelines and determined that certain repairs were necessary.  In the Supplemental Addendum, the appraiser noted the following required repairs: install new smoke detectors, repair defective paint surfaces, address missing pressure relief pipe on water heater, and repair all windows to open and close with ease. Your loan officer ******** you that the required repairs were necessary to move forward with the loan process.  MMI acknowledges that the loan payoff did change during the loan process.  The loan officer initially included forbearance and current loan amount on the same line.  The processor who worked the file did not realize that the amounts were combined and accidentally added the forbearance amount to this total, resulting in an accurate payoff amount.  This was an inadvertent error which, once detected, was quickly corrected through the issuance of a revised Loan Estimate.  MMI received phone authorization for a credit report on April 4, 2023.  A supplemental credit report is run later in the process to determine if there are new obligations or deficiencies on your credit report.  During this process, it was determined that you were over 30 days late on a mortgage obligation. Per FHA guidelines, a borrower cannot qualify for an FHA cash-out transaction if they have a late payment within the previous 12 month period.  When MMI learned of the late payment, it provided an adverse action notice on which it informed you that the transaction had been adversed for an unacceptable payment on your previous mortgage.  MMI is sorry to learn of your frustration;however, it does not find that the loan officer made any mistakes on your loan that would warrant repayment of your appraisal fee.  We hope this response resolves your complaint to your satisfaction.

  Customer response

  06/12/2023

   
  Complaint: 20097549
  
  I am rejecting this response because:   ******************** was aware that there were payments in my payment history that were 30 days past due, but as I explained to him, Navy ******************** does not penalize or report until 45 days after the due date.  With knowledge of this, ******************** was "certain" that the loan would go get approved as he stated that the late payments did not show on my credit report that was pulled up covering the prior 12 months. ******************** should not let his desire to earn a commision overshadow what is best for the client. ******************** was well aware of my financial situation and that I was not working due to a recent surgery, however, he continued to almost push me to move forward with the refinance.  Again, I was not looking to refinance and I still do not know why I received a call from someone I didn't contact, encouraging me to refinance my house, stating it is a "no brainer".  Shame on ******************** and shame on your company to allow your employees to make random calls to people pushing to sell a product they never asked about.  I think at this point, the right step for Mutual Omaha to do is refund the appraisal cost.  At a time when I was vulnerable, your sales shark attacked me, reeled me in, told multiple "mistruths" and took advantage of me and my situation.  I haven't mentioned that the amount I was charged for the Appraisal was much less then the appraiser charged. After pushing me to hurry up and get an appraisal, I find out after the appraisal that the price was hiked up from what the appraiser charged Mutual Omaha.  The appraiser was upfront and honest. He told me companies like Mutual of Omaha do not care about the client.  They care about money.  A money driven company with no morals. 

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

  Business response

  06/22/2023

  Mutual of Omaha Mortgage, Inc. ("MMI") reviewed your complaint and completed its investigation.  At the time MMI pulled your credit, you were not more than 30 days late on any of your mortgage payments.  A late payment only appeared on your credit at the end of the loan process, in April 2023.  As stated in MMI's previous response, your loan program's requirements do not allow for any late mortgage payments during the prior 12-month period.  Your loan officer believed that the offered loan product would provide a net tangible benefit to you and, therefore, tried to demonstrate the advantages of the program.  There is no evidence that he tried to take advantage of you or coerce you into a loan product.  A review of the appraisal invoice connected with your file demonstrates that the independent third-party appraisal management company ******* responsible for ordering your appraisal, ********* Solutions, charged $575 for the appraisal - $525 for appraisal and an additional $50 to appraise the home in accordance with FHA requirements.  This fee was charged by the **** not MMI, and there is nothing in the file to suggest that the sum is unreasonable or that it was marked up.  MMI is sorry to learn of your frustration; however, for the reasons stated in this communication and in our initial response, we are not recommending further action in connection with your complaint.  We hope this response resolves your complaint to your satisfaction.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I informed them that they are giving my parents who are over 75 years old have dementia, and are vulnerable adults a refinance loan despite me telling them that my parents have severe cognitive impairment. They aren't responsible enough to make a big decision like this. I also informed them that my dad would use the cash out money to buy a vehicle and not for home improvement. They are taking advantage of a eldery couple who clearly will not be alive when the loan term ends. So basically they want to steal my parents house. Just want people aware of this business ethics.

  Business response

  05/19/2023

  Mutual of Omaha Mortgage, Inc. (MMI) received your complaint and completed its investigation.  Based on our review of the loan file and conversations with the loan officer, there is no evidence that your parents lacked the mental capacity to enter into their loan agreement with MMI.  MMI reviewed the credit report pulled in connection with the file and did not uncover support for your claims that your parents are consistently late on their mortgage obligations. MMI provided all the necessary loan documentation to your parents and thoroughly described the nature of the transaction.  There is nothing in the file to suggest that your parents failed to understand the terms of their loan agreement.  The appraisal did not corroborate your claims of hoarding issues.  The Notary who witnessed the signing of the closing documents stated that your parents were very cordial and that the closing process was efficient.  The loan is now closed and the rescission period has ended. Your parents still have substantial equity in their home and they have not expressed any dissatisfaction with the refinance process.  We hope your understand that since you are not a party to the transaction and do not hold ***** of ********* we are unable to share any particulars of your parentstransaction.  We are sorry to learn of your complaint; however, for the reason stated above, we are not recommending further action in connection with your complaint.  We hope this resolves your complaint to your satisfaction.

  Customer response

  05/23/2023

   
  Better Business Bureau:
  
  Accepting their response would mean that my claims are false and I'm not telling the truth about my parents.  By thier defensive posture they have clearly  Been accused of my claims before. I do not know how a couple in thier mid seventies is given a loan that I'm assuming is for 20 years or more. Especially when they have been told they have heart failure and dementia. Most likely my parents won't live to complete the loan term.  So I believe this company is like sharks smelling blood in the water. Taking advantage of the eldery. With full intention of taking my folks home when they perish.  Now I could refute thier excuses to my claims with documentation of thier illness and photo evidence of my folks hoarding issiues.  I would like to see anyone let alone a appraiser walk thru the front door or garage without tripping, stepping over or squeezing thru an opening to get into the house. Stuff is piled to the ceiling and the floors covered with debris and junk. I would say your appraiser is needing a eye exam. Or polygraph test.  If you know anyone with dementia you would know they are Excellent at covering up thier illness. They can also be cordial with dementia.  After all they aren't zombies. It is a cognitive impairment and I wouldn't expect a notary or bank officer to be skilled in deciding medical competency one way or another. They do not have a medical degree and thier opinion is just that , a educated guess or opinion.  So your point on the notary is mute and has no bearing or merit. What does have merit is medical records which  I could provide. Along with the aforementioned photos of the hoarding proof.  Now let's talk about the credit report and late mortgage payments you said I said my parents were late on. If you read I said payments . Not necessarily mortgage payments. Payments in general. Car, boat, satellite TV service etc... all my father has been late on a regular basis.  This I know because my mother has to make those payments to keep them from going in default on those loans and services.  Although I do not agree with your company's ethics and morals and or refuted my claims I have made.  Agreeing to your response would be saying I agree with your excuses . I cannot in good conscience do that.  I would not be honest to myself or my family. So I reject your response but agree that the damage is done and I cannot make my parents undue thier bad decisions.  However what I can do is share my story with the bbb so others hopefully will be aware of mutual of omahas loan division predatory practices against aging eldery people with cognitive disabilities.  In hopes that I might save someone or thier family members from being taken advantage of by this companies dishonest practices.  As far as this my complaints I will not pursue it further as the damage is already done.
  
  Sincerely,
  
  ****************************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother has been attempting a home equity loan from her mortgage broker the above named mutual mortgage. My mother is of age and doesn't have a computer and she has a very simple cell phone. Now enters me, my mother relies on me to help her through technological issues. So I'm helping my mother through this process with a person named ***********************. Through these couple of days and numerous documents and scanning and emails, all which are necessary, apparently ****** had to actually do work with this loan which he did not like. He disliked it so much that he sent me a text, which will most definitely be forwarded to the mortgage, that if my mother is this incompetent then maybe he should just not finish this loan. Who in this world thinks it is ok to call a woman who has run her family on her own for going on over 20 years incompetent?! Who is ********************* think he is for him to say anything like that to anyone? My mother has handled her own finances and home for over 20 years. I see someone who is incompetent here mutual mortgage and *********************, and it is you. I haven't reached out yet to mutual, so I'm not sure this is a epidemic in the company or poor training or just hiring anyone who answers a help wanted ad. He is trash for talking about a woman, a mother, a woman with a degree from ***************** and at the very least a paying customer. My mother and I were doing everything he asked for and as soon as something didn't go as smooth as he expected it to be he starts showing his ignorance by trying to demean a very strong and intelligent woman. Also needless to say, he needs to be fired Immediately. Then like a sniveling little child he began to attempt to try to downplay the texts all he wanted to do was help her. Well hero time is over *********************. *********************. Don't forget his name. He is garbage and has no problem demeaning women.

  Business response

  03/16/2023

  Mutual of Omaha Mortgage, Inc. received your complaint and completed its investigation.  We did not find that the loan officer demeaned the borrower in any way.  MMI takes fair lending compliance very seriously and has robust policies and procedures regarding this area of the business.  MMI's fair lending policy prohibits any discrimination against borrowers on the basis of a prohibited basis, including gender.  As soon as the business line received your complaint, it reached out to you and is currently working towards completing your mother's loan.  MMI's conversations with you and your mom suggest that the loan is moving forward to your satisfaction.  Any questions asked by the loan officer were solely for the purpose of determining your mother's eligibility for her loan product.  MMI is sorry to learn of your frustration with the loan process and hopes this response resolves your complaint to your satisfaction.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Mutual of Omaha Mortgage Services-Voicemails from them say they are calling regarding my Mortgage Application. I never applied to them for a Mortgage. They keep calling from different numbers, even after I block them. My phone is also on the do not call list yet they are persistent. I purchased RoboKiller ***********-phone only to find them calling from various numbers. Different 800 numbers, a ******* number, two different ******** numbers sometimes 5 times a day. Clearly they are acting on some ****************** tactics which means to me they have something sordid afoot.

  Business response

  01/25/2023

  Upon receiving your complaint, Mutual of Omaha Mortgage, Inc. ("MMI") immediately placed you on its Do Not Call list.  Please feel free to contract me if you continue to receive calls from MMI.  The calls you received were placed after you entered your phone #, address, and email address into a Lending Tree website and provided consent for its partners, including MMI, to contact you regarding a mortgage product.  MMI was able to acquire evidence of your consent from its 3rd party vendor, *******, which tracks the origin and history of lead events.  

  We are sorry to learn of your frustration with the calls and hope this response resolves your complaint to your satisfaction.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mutual of Omaha Mortgage, Inc. sent ** correspondence ordering us to change our mortgage payment because of an increase in our homeowners' insurance premiums which took effect on October 4, 2022. The amount of the increase for the insurance was $10.25, which I sent monthly checks for $11.00 to go into the escrow account to over the increase to ************************** who holds our homeowners' insurance policy. This company refuse to accept the checks for this increase, and took the checks and credited them as being additional payments, when they were specifically written for escrow only. Our original VA Home Loan Mortgage contract with Mutual of Omaha Mortgage was $1,046.86, $976.06 was for principal and interest only. $67.80 for homeowners' insurance. I have been sending $1,047.00 each month since Sept. 1, 2022. I started sending additional escrow money due to the notice from ****************** that our premium when up on 10/4/22 by $10.25. I sent personal checks in the amount of $11.00 starting on October 1, 2022, until January 1, 2023. Because they would not accept the additional escrow payment. We sent a written request to waive our escrow account with Mutual of Omaha Mortgage and to pay our homeowners' insurance ourselves. Because they tried to SCAM us out of more money in the amount of $71.20 more per month, when our insurance only increased by $10.25 per month, making it from $67.80 to $78.05 owed to ***************************** premium monthly which goes into our escrow account with them to pay our insurance premiums to Allstate. We want all monies we paid held in escrow sent back to us per our waiver of a escrow account with them, signed fax on January 6, 2023. This has been going on since November 2022.

  Business response

  01/25/2023

  Mutual of Omaha Mortgage, Inc. received your complaint and completed its investigation.  A detailed response to your complaint and a description of the current status of your escrow account was submitted by your servicer.  The response includes contract information that you may use if you have any questions regarding the response.  

   

  Customer response

  01/28/2023

   
  Complaint: 18810573
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******/**************************************

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Starting on or around Oct 12, 2022 ***************** made contact with me we had spoken a few months prior an determined it was too early for me to refinance. He then called me again around 10/12/2022 stating it was now time and we could proceed with the refinance of my home. ***************** of Mutual Mortgage of Omaha intentionally misled me after bragging on his 22 years of experience in the mortgage industry. During the process after he collected all of my personal and business financials, provided fee sheets, loan disclosures etc and paid $500 for an appraisal I began to ask more questions as to how he was able achieve an approval when others could not due to the length of the *** loan. At that time he told me he was not aware of the guidelines and let him check with his team and get back to me. Which was red flag because his call to me stating it was time proved he knew the situation as we discussed. He assured me it was possible in the beginning and proceeded and now seemed clueless of *** guidelines when I challenged him to explain. I then I called my mortgage company told them my intentions and they advised me to get more details because *** guidelines are standard across the board. He called the next day to apologize again acting clueless. It is my belief ***************** intentionally mislead me to gather my personal data, financials, and etc. as a malicious attempt to harm me financially, He also committed fraud by changing my mortgagee clause with my insurance provider without my consent. I never signed or finalized any documents but rather cancelled everything and told him I would report him.

  Business response

  12/19/2022

  Mutual of Omaha Mortgage, Inc. ("MMI") received your complaint and completed its investigation.  Contrary to your claims, MMI did not uncover any evidence that your loan officer ****** you regarding your mortgage loan.  You informed your loan officer that you had lived in the home for 12 months, which is a requirement for an *** cash out refinance transaction.  Unfortunately, he was not aware that you lived in the house in a rent-to-own situation and therefore had not satisfied the *** requirement to make 12 consecutive on-time monthly payments.  The loan officer may have misunderstood your situation, but there is no evidence that he ever tried to mislead you regarding your qualifications for an *** loan.  All customer loan information is kept in a secure manner as required by federal and state law and is not used for any impermissible purpose.  As a gesture of goodwill, and without admitting fault, MMI provided you a refund for the full amount of your appraisal.  MMI is sorry to learn of your frustration with the loan process; however, for the reasons stated above, it is not recommending further action in connection with your complaint.  We hope this response resolves your complaint to your satisfaction.

  Customer response

  12/20/2022

   
  Complaint: 18511606
  
  I am rejecting this response because:
  

  The Company did not address the complaint in its entirety and is not being truthful about what transpired. An explanation is still needed as to why my homeowner's policy was changed without my consent after I found out ************** was not being honest? Why?? ***************** was well aware of how many months I actually owned my home, because he reached back out to me and said it was good timing. I have read the review on this company, and this seems to be a common practice of collecting consumers personal data and not able to deliver the financial products or close the deal.

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

  Business response

  12/21/2022

  Changing the mortgagee clause is standard practice during the loan process to provide protection for a mortgage lender if the property is damaged.  The clause was placed back in your name when you withdrew the file.  There is no evidence that anyone was misled you during the loan process.  We are sorry to learn of your frustration with the complaint and hope this response resolves your complaint to your satisfaction.

• Initial Complaint

  10/08/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This is a complaint concerning misleading facts, broken promises and an unwillingness to stand behind original agreement loan documents by Mutual of Omaha Mortgage. There are emailed documents and confirming emails agreeing to certain loan costs that are now being denied to me because they are claiming the original loan officer in charge of the loan is no longer employed by the company, and the new loan officer is unable to honor the deal. I do not believe this to be an option of the company to just deny the deal because someone no longer is an employee. This deal was made at the time by a legitimate representative of the company. I believe the company no longer wants to honor the agreement due to the drastic increase in the current interest rates, and they are using any excuse necessary to change the numbers. I certainly do not think this is honest or ethical and because I am not agreeing to sign a new agreement with what ever numbers they want to change to, they have caused the delay in the closing, and they are blaming me for the delay by my refusing to sign an incorrect document. Can you help?

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we refinanced with Mutual Of Omaha we had a good experience up till this last month and the payment being increased by $250 a month, this is not even a year after. So it was blamed on an escrow shortage that was a ridiculous amount. Before we signed the papers to complete the refinance I called to their attention they did not have all 3 parts of the taxes in this and was assured that would be corrected and appears it never was. So my wife then contacted them and worked out paying this shortage that i feel they caused and it was agreed to a repay this over 2 years. Around 58 a month. I called when it didn't change the now $250 a month increase and was told it's only 58 a month. 1 I feel you caused the shortage by not listening and 2 if it's 58 a month I have not been given a valid reason why you are still showing a $250 a month increase and if this is to be the way you conduct business I will contact Midland who we came from who listened and fixed their mistakes One year they had all the numbers correct but missed paying one of them and as soon as I received it in the mail I called them, faxed it over and they took care of it. I have seen the next months payment and NOTHING has changed with Mutual of Omaha.

  Business response

  10/03/2022

  We are in receipt of correspondence dated September 20, 2022,addressed to the Better Business Bureau (BBB). You stated your monthly payment was increased by $250.00, which was attributed to an escrow shortage.You stated that prior to signing the papers to complete the refinance, you advised that not all property taxes were accounted for in the paperwork and calculations. You stated that you were assured this would be corrected, but that due to the escrow shortage and payment increase, it appears that it was not. You had contacted us regarding this shortage previously and worked out an escrow shortage spread to repay the shortage over a period of two years, decreasing the payment increase to $58.00 per month.  However, you noticed that the payment increase did not change to $58.00, and state that you have not been provided a valid reason for this. We have reviewed this situation and our response is indicated below.
  
  Our records reflect that your loan originated on December 28, 2021 and boarded to our servicing system on December 31, 2021. A review of the closing documents show that the Closing Disclosure and Initial Escrow Account Disclosure Statement only show anticipated disbursements for ****** County Property Taxes in the amount of $429.01 and Other Impound (MUD 1) taxes in the amount of $675.88 scheduled for November 2022, and for **************** in the amount of $1,436.04 scheduled for December 2022. As such, your First Payment Letter shows monthly collection for Principal and Interest in the amount of $704.40, for Estimated Taxes in the amount of $35.75, for **************** in the amount of $119.67, and for Other Impound in the amount of $56.32, for a total monthly payment of $916.14.
  
  The closing figures did not account for the annual disbursement for Cypress-Fairbanks ISD School Tax in the anticipated amount of $1,630.08. As such, your monthly payment should have also included $135.84 to account for this annual disbursement, for a monthly payment of $1,051.98. As this did not occur, when the escrow analysis was completed on July 27, 2022, it determined a shortage of $1,358.41.This shortage was spread over a 12-monthperiod, and your new monthly payment amount of $1,165.18 was effective with the payment due on September 1, 2022. A breakdown of the new monthly payment is as follows:

  Principal and Interest: $704.40
  School Tax: $135.84
  County Tax: $35.75
  MUD/Utility Tax: $56.32
  ****************: $119.67
  Shortage Collection: $113.20

  Total:       $1,165.18
  
  We spoke with you on August 31, 2022, regarding the escrow analysis, shortage, and monthly payment, and followed up with you on September 6, 2022, to advise that approval had been received to spread the escrow shortage over a 24-month period in order to assist with the escrow shortage payment.
  
  A new escrow analysis was completed on September 8, 2022,which determined a shortage of $1,245.21. This shortage was spread over a 24-month period, and your new monthly payment amount of $1,103.86 is effective with the payment due on October 1, 2022. A breakdown of your new monthly payment is as follows:
  
  Principal and Interest: $704.40
  School Tax: $135.84
  County Tax: $35.75
  MUD/Utility Tax: $56.32
  ****************: $ 119.67
  Shortage Collection:  $51.88

  Total:       $1,103.86
  
  At Mutual of Omaha Mortgage, Inc., we pride ourselves on offering superior service and solutions, and we regret when your expectations are not met. We make every effort to serve all in a prompt and professional manner.Therefore, we were disappointed to learn of your displeasure with the service provided to you. We value your relationship and will work towards regaining your trust moving forward.
  
  We believe that this response fully addresses the concerns outlined in your BBB correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 7:00 a.m.to 7:00 p.m.CST.

  Customer response

  10/06/2022

   
  Complaint: 18050686
  
  I am rejecting this response because: It's interesting you can get the taxes straight after it has to go this far. NO matter I had called first your processor who I won't name, then calling your people before we made the first payment and again expressed this can't be correct. In both instances it was a dismissive type of attitude. So I did file this on the 20th, and find it interesting your response came after we received a letter in the mail on the 29th that we no longer are with Mutual Of Omaha, we are now with Freedom Mortgage and related to being they handle the more unique types of loans. What that this was handled poorly from the beginning and every time I brought it to your attention you want to ************ off and give answers that don't actually handle anything. In future I suggest you listen when someone calls you with concerns and actually pay attention to what they are saying. Maybe most people don't pay attention to the math and know what they should be paying. I do and will continue to. So you might say you SOLD the loan as companies often do. We had two changes the first 2 years here. That would be the perfect response if it did not happen to fall at the very same time of this complaint. 
  
  Sincerely,
  
  *************************

  Business response

  10/17/2022

  We are sorry to learn of your frustration with our response to your complaint.  We understand that you feel that the problem could have been handled in a more expeditious manner.  Mutual of Omaha Mortgage does not have any information to add to our previous complaint response.  We feel that the matters outlined in your complaint were appropriately addressed in the response and that the company responded to your complaint in a timely manner. 

*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. ↩