Complaints
This profile includes complaints for Mutual of Omaha Mortgage's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 51 total complaints in the last 3 years.
- 22 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/06/2024
Type: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 got a reverse mortgage that included a large amount of money "set aside" for insurance and taxes. When we paid off the mortgage we did not get the set aside back as the loan officer told us we would
Business Response
Date: 02/22/2024
Mutual of Omaha Mortgage, Inc. ("Mutual") received your complaint and completed its investigation. The set aside consists of funds that are set aside for your line of credit and made available to you that the servicer uses to pay your taxes and insurance when due. They are not borrowed funds until you use them to pay property changes, so you do not accrue interest on the funds until they are used. If you never use the funds, they were never borrowed and therefore do not need to be repaid. The funds were never part of the loan balance and it is just eliminated at payoff. There was no escrow for these funds and there is no refund because the funds were never contributed by the borrower as they are in a forward mortgage situation. Mutual did not uncover any evidence that the loan officer misrepresented the nature of the set aside, but it has brought your complaint to the attention of the loan officer's ****** manager for potential training purposes. Mutual hopes this response resolves your complaint to your satisfaction.Initial Complaint
Date:02/02/2024
Type: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 lost my business due to ***** and other problems related to non-payment of money owed to me.2. In 2023, I needed to pay my mortgage but used all my funds. For that reason, I applied for a reverse mortgage with Mutual of Omaha. I was so desperate that I deeded them my house. This is not buyer's remorse because nothing was given me in return for the deed. I lost my home and have received nothing. A lien should have been placed on my home as funds were paid to me but a deed is abuse of an elderly person in distress. I want my house deeded to me and a lien put on the property by Mutual of Omaha for their anticipated costs of repair. In the alternative, the value of my house is over $1 Million and I want prompt payment of $1 Million to me and I will vacate the home in 30 days of receipt of the funds.3. Mutual of Omaha sent an appraiser who did not recognize I need all windows replaced, they are rotten. He overlooked the need to replace siding. His appraised cost of repairs is 1/4 of actual costs given to me by a contractor willing to do the job. I want a proper appraisal by two experienced appraisers to establish actual costs. I want the appraisers to check plumbing, windows, siding, all porches, electrical, and the actual costs of replacement when repair is impossible even to the untrained eye. An electrician found the current electric box to be dangerous with no ground to earth.4. My HVACs (upstairs and downstairs) went out just before a storm came with freezing temperatures. I got the HVACs replaced for $18,000+. I have asked for this to be refunded to me by Mutual of Omaha since they own my home and the replacement of these units increased the value of my home. I want the $18,000+ refunded to me.5. I am a lawyer and my legal work on this problem, if billed to a client would be $10,000. I want to be reimbursed for my time. I should not have to haggle with the lender about the work when they own the home.Business Response
Date: 02/23/2024
Mutual of Omaha Mortgage, Inc. ("Mutual") reviewed your complaint and completed its investigation. According to the loan file, you received counseling from a ********** of ******* and ***************** counselor on June 26, 2023. During the counseling session, the counselor went over the financial implications of, and the alternatives to, a Home Equity Conversion Mortgage ("****") and each type of payment plan, as well as the costs of a **** and when the **** will become due and payable. The **** is a HUD loan program that is insured by the Federal ******* Authority ("FHA").
There are two notes, two security instruments, and a mortgage agreement associated with a reverse mortgage file. The first note is a promissory note evidencing your promise to repay, with interest, loan advances made by Mutual and secured by the first Deed of Trust. The second note and deed of trust secures any payments made to the borrower by HUD on the **** in the event that the lender fails to make the payments under the loan agreement. Title remains in your name and you remain the owner of your home. The Note and Deed of Trust outline the default scenarios in which the loan becomes due and payable. Essentially, the deed of trust gives the lender a lien on the secured property to satisfy the obligation under the note if it is not paid. This appears to be the exact setup you were requesting in your complaint.
Mutual reviewed your file and determined that all the required paperwork was submitted and signed off on. There is no indication that you were unaware of any of the loan details or did not desire to pursue the reverse mortgage transaction. Your statement that you did not receive anything in return for the reverse mortgage is inaccurate. You received access to a fairly significant line of credit.
In accordance with appraisal independence requirements, Mutual ordered your appraisal through an **************************** to ensure that it had no influence or control over the appraisal process. The appraiser was a Certified *********************** Appraiser approved by the *************************************************. The Appraiser evaluated your home in accordance with HUD requirements and outlined the necessary repairs that needed to be completed to satisfy HUD requirements. Mutual did not detect any evidence that his appraisal was insufficient or inaccurate.
Mutual's investigation finds that your loan was originated in accordance with program requirements as well as state and federal law. Contrary to the claims in your complaint, you remain the owner of your home and now have access to a line of credit that you can use as you desire. Mutual is sorry to learn of your frustration with the loan process; however, for the reasons stated above it respectfully rejects your demand to undo the loan and pay you the value of your property. Mutual's servicing department has been in contact with you to see if there are anything that can be done regarding the damage outlined in your complaint.
Initial Complaint
Date:01/07/2024
Type:Status:ResolvedMore 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.
Daily unsolicited voice messages from ************ selling reverse mortgages to my number above registered on the *** list .Business Response
Date: 01/18/2024
Mutual of Omaha Mortgage, Inc. received your complaint and completed its investigation. As soon as Mutual received notice of your complaint it, it placed you on its do not call list. We hope this resolves your complaint to your satisfaction.Customer Answer
Date: 01/19/2024
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
Date:12/17/2023
Type: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 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
Date: 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
Date:12/16/2023
Type:Status:ResolvedMore 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.
Multiple unsolicited cold calls selling reverse mortgage. I have never done business with Mutual of Omaha and don't intend to.Business Response
Date: 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 Answer
Date: 01/02/2024
Complaint: 21014157
I am rejecting this response because my number is on the Do Not Call List.
Sincerely,
*************************Business Response
Date: 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 Answer
Date: 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
Date:12/08/2023
Type: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 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
Date: 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
Date:12/07/2023
Type: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.
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
Date: 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
Date:12/05/2023
Type: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.
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
Date: 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
Date:11/22/2023
Type: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'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 anyoneBusiness Response
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:11/22/2023
Type:Status:ResolvedMore 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.
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
Date: 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 Answer
Date: 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,
***********************
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