ComplaintsforRuoff Mortgage

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ***** owed nothing ***** $100 increase in real life. They are charging me an extra 500 a month. PMI same Taxes went down 300 Insurance went up 400 12/06 my escrow analysis was ran they determined I was ***** short ( they double charged me taxes on the projected analysis). I brought this to their attention and the online associate ***** got an attitude with me.Insurance had increased me from 900 to ***** at that time. I called another company and got it switched down to a 400 increase instead of a thousand increase.1/15 I reduced my insurance from the ***** to ***** (which is the 400 increase I stated earlier.)My house payment last year was 1100 and they are charging me 1600 a month currently. They are saying there is nothing I can do and that I have to pay it.Ruoff just ran the escrow and they are saying I will end up with a 1400 dollar payment after it is all said and done. I had nothing increase randomly or anything. Ruoff is charging me an extra ***** a year and there is nothing I can do about it. I have had to make three payments of ***** instead of ***** while emailing with them and visiting the offices with paperwork. I have all of the paper work available to emailed to someone directly. This has a lot of my personal information on it so I do not want to just send it out.

  

  Business response

  03/22/2024

  Dear **************,
  

  Thank you for your feedback. We understand that changes to your escrow account can be confusing, and we apologize if our communication hasn't been entirely clear.

  Mortgages can be complex, and escrow accounts require annual updates to reflect changes in property taxes and homeowner's insurance. This ensures your payments cover these expenses on time and avoids potential shortfalls.

  We recently reached out by phone and email to discuss the adjustments to your escrow account and provide details of the changes. This email included information about a potential refund you may be entitled to from the county or title company and copies of your annual escrow statements.
  If you haven't had a chance to review the email yet, please take a moment to do so. It should address most of your inquiries.

  However, we understand you might still have questions. We encourage you to reply directly to the email you received or call our dedicated ********* Advocate Team at ************. They are available to answer any specific concerns you may have and further explain the changes to your escrow account.

  Our goal is to ensure your escrow remains accurate and your property taxes and insurance continue to be paid on time. We're also dedicated to providing you with clear and transparent information about your mortgage.

  Sincerely,

  Ruoff Mortgage

  
  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ruoff mortgage caused my family to have to push by the closing on our home we were selling THREE TIMES, leaving us almost in legal troubles because ********** neglected us. Unfortunately we got in the situation that it was either allow the buyers to close on the home or face legal troubles ourselves. We were also holding up the sellers of our new home and caused them to wait beyond our promised closing time range. My family was homeless with no where to go for a week. The three weeks prior to that my family of 8 were forced to stay at a family members home as the home we were selling, all contents were already packed in the moving mods and gone. **** k knew of the trouble his numerous mistakes caused my family and continued to neglect the situation. At the end, his boss ************ stepped up and got us to closing. He was wonderful to work with but unfortunately thats not the work he typically does. This company failed my family tremendously and we plan to seek legal counsel

  

  Business response

  07/19/2023

  We appreciate the candid feedback about your recent experience and thank you for sharing this with us.  We sincerely apologize for the delays in processing your loan as we worked through the process with you to identify the best solution for your home buying needs.  The mortgage process can be challenging and sometimes have unanticipated delays, as there are many rules and constraints in place that we must follow. This includes processes like verifying employment dates and income to be sure all of the key requirements and stipulations are met before being able to move forward.  We appreciate you working with us through this process.  Once everything was in place, we closed on the first date possible.  If you would like to discuss this further or have any additional questions please contact us a *****************************************************

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed my tax deduction in June of 2022 ....... was told I didn't have to do anything as ruoff should be pulling current tax info from my local assessor. This was false as my payments increased in value versus decreasing as expected. Went in to manually file the beginning of Nov 2022. Was told the effect would be withing 48 hrs and reflect on my account. It did not. Contacted again and was told it would be 2 weeks and be reflected on my account. It did not. Then I was told it would be Dec 13th and be reflected on my account . It still hasn't. It is litterly impossible to get a straight answer from these people. They are refusing to give me accurate and valid updates. This company is very quick to raise my mortgage from **** to **** with an active tax deduction but is extremely slow and ineffective at answering my questions.This is the second issue I had with the complete lack of accurate information. The first being told I was going to be on a payment plan after forbearance. Only to be locked out of my account and forced to pay over 4k to get everything back to normal.I absolutely would love nothing more than to refinance with a different bank but based on current housing trends I'm stuck with them . Would be nice if they just answer my question and just do what they said they would

  

  Business response

  12/22/2022

  ****************,
  We are sorry to hear about your experience and thank you for sharing this with us.  As you know from our direct communication with you this week, the county confirmed the approval for the exemptions on December 15, 2022.  With this updated information, your payment has been adjusted effective January 1, 2023.   We sincerely apologize for any miscommunication about the status of this during your  inquiries or how to resolve this issue and the subsequent effort and frustration you have endured.  With that said, we appreciate your willingness to work with us to make things right for you and we trust that you are satisfied with the resolution.  If you have any additional questions or feedback, please do not hesitate to call your designated contact with Ruoff Mortgage. 

• Initial Complaint

  11/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a home and used Ruoff to get my mortgage. I got my own hazard insurance policy and set it up with ******* ****** to be paid out of my escrow. So fast forward till the insurance was supposed to be paid. I received a notification from Ruoff that stated my house payment increased over $100 per month! I couldnt understand why and starting doing some investigating. I found that the increase was due to my hazard insurance increasing by a substantial amount. I then realized that ******* ****** was no longer listed as my insurance provider. It was a different company that I had never heard of. Come to find out, Ruoff neglected to pay my hazard insurance out of my escrow like they were supposed to do. This caused ******* ****** cancel my policy. Ruoff in turn placed their own insurance onto my loan (at a much higher priced policy) and backdated the insurance!! By doing this, my house payment increased by over $100 per month. When I contacted Ruoff, they tried to claim that they didnt receive a bill. This was a falsehood. They had received TWO bills and one cancellation notice. On top of all of this, Ruoff had my address wrong and were sending notices to the wrong address! How could my mortgage company have my address wrong when they were handling my mortgage?? They had the street address correct but had the wrong town and zip code. So I have contacted them multiple times to find out how this will fixed. The last time I contacted them, they said they had reached out to ******* ****** and were going to get my policy reinstated. That never happened and when I contacted ******* ******, I found out that that was impossible to do. Now, when I try to get a new quote, I get high risk quotes because I gave a cancellation on my record. I cant begin to say how aggravating and frustrating this has been. This was is completely unacceptable and Ruoff needs to fix it somehow because I shouldnt be penalized for THEIR error.

  

  Business response

  11/10/2022

  *****, we are sorry to hear about your experience and thank you for sharing this with us.  We have looked into your inquiry and have found this error occurred with our third party servicing provider, ******.  We have launched a review of what occurred with them and are awaiting a response.  In the meantime, one of our loan care advocate team members will be giving you call to provide you an update,answer any questions you have, and will be your primary contact as we continue to review this situation.  Our goal is to continue working with you directly to navigate this process to help resolve this situation and to stay in communication with you along the way. 

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for a mortgage with Ruoff in August of 2022. The ** I was assigned to was great at first, got me an approval, I found the perfect house, inspection was completed and appraisal was ordered. Everything was moving along quickly and my ** was confident that the loan would close with zero issues. During the underwriting process, my ** resigned from the company and my loan was then taken over by someone else. Within a week, I was contacted twice and was told that there were issues - out of nowhere. I was asked to bring an additional large amount of money to closing and THEN I was told that I did not qualify for ANY loan with Ruoff. I did everything asked of me, provided any document and was shuffled around as if I didnt matter. I find this to be very unprofessional and I am highly disappointed with how my situation was handled. Whether it was the company or the ** that made a mistake, the inaccuracies caused me to possibly lose the house, lose the *** I provided for the house as well as the inspection fees, my time, etc. This is someones livelihood and LIFE! I am now stuck trying to figure out where to live as I now have 30 days to not be homeless. This is NOT okay and should be rectified.

  

  Business response

  10/07/2022

  ********, we sincerely apologize for your experience and we thank you for sharing this with us.  We appreciate the feedback about your recent experience with us and are sorry for any confusion that took place during the transition of your original loan officer.  It appears that the status of your loan application was not communicated to you prior the transition of your original loan officer.  We understand how frustrating this must have been once you were contacted by the new loan officer regarding your loan status.  We are sorry this happened.  If you have any questions or would like to discuss this further, please contact us at **************************************************** so we can contact you directly. 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ruoff is proceeding with foreclosure on my home after advising me to not pay on my mortgage. I have been in constant contact with Ruoff attempting to complete paperwork they say they sentI never received. Tracked paperwork I received for them to say they didnt receive it after I Notarized and mailed it back. Then to have to wait for paperwork that never was sent to me a third time. Upon receiving my most recent documentation its different from any other paperwork I have received. There has been zero warning or communication of foreclosure. I have been advised three times to not pay on my mortgage between January 2022 and May of 2022.

  

  Business response

  07/29/2022

  ****************, we are sorry to hear about your experience, but we thank you for sharing this with us. Once your loan was originated, it was moved for servicing by a third party service provider, *******  We have been in contact with them about your loan and confirmed there were three packets mailed to you dating back to December.  This paperwork is critical and required in order to review you loan for a possible workout option.  As you know from our recent conversations, we have confirmed ****** has now received a complete package for review.  Our goal is to continue working with you directly to navigate this process to help resolve this situation and to stay in communication with you along the way. As needed, please continue to work with your designated contact within Ruoff Mortgage. If at any time you have any additional questions or feedback, please give us a call.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our family purchased a home in April 2020, our mortgage lender is and has been Ruoff Mortgage. In September 2021, my family and I were affected by COVID 19 and we were financially impacted. I contacted Ruoff Mortgage and requested to be placed on a Forbearance Plan. The Forbearance Plan was approved. It began in October 2021 and ended in December 2021. Our family never fully recovered from the financial impact of COVID and we were only able to make 2 of the 3 Forbearance Plan payments before resuming our regularly scheduled payments. After the Forbearance Plan ended I contacted Ruoff Mortgage and requested to have 1 of the 3 payments deferred until the end of the loan. I was told that the deferment was approved and I should resume with regular payments in January 2022. After noticing that the deferment was never reflected on my mortgage statement I contacted the company. I was told that the associate that I spoke with previously sent the deferment email over but that it was not approved. The associate that I spoke with at this time reassured me that they would send a deferral email and they would get the deferment approved as soon as possible. This happened on several different occasions with several different **************** Representatives. I then began requesting to speak to a Supervisor or Manager. On several different occasions, I was told that I could not speak with a Supervisor or Manager because all representatives work remotely. I was told that they would put a request in and a supervisor would contact me within 36 to 48 hours. As of today, I have yet to receive a phone call from a Supervisor at Ruoff Mortgage. I have been contacted by several **************** Representatives stating that I owe a past-due balance, along with several late fee charges. I attempted to contact a higher-** in the company approximately 6 weeks ago. I left a voicemail; I have yet to hear back. I am writing to seek help with having the deferral processed and late fees removed.

  

  Business response

  06/30/2022

  We are sorry to hear about your experience and thank you for sharing this with us.  As you know from our direct communication with you this week, the error in not properly processing the deferment of your November payment was made by our third party servicing provider, ******.  We are actively working with them on your behalf to research and resolve this issue.

  Our goal is to continue working with you directly to navigate this process to help resolve this situation and to stay in communication with you along the way.  As needed, please continue to work with your designated contact within Ruoff Mortgage.  If at any time you have any additional questions or feedback, please give us a call. 

• Initial Complaint

  03/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ***** is trying to force my loan into foreclosure.I keep paying them money and then they send it back to me with no explanation. When I call and talk to an individual, I still get no explanation. After about 5 months and 5 phone calls I find out that they send back partial payments. I had no idea I was sending in partial payments because I was sending the same amount as always. Without my knowledge, ***** charged me late fees and added my taxes and insurance escrow back to my account. I was late with my tax **** as I was in the hospital with an appendectomy. THis was fixed with the tax collector and my late fee was returned to me. This was explained to ***** but they still continue to charge me late fees and escrow all while not taking my payments or providing me with an explanation. I feel this is flat out fraud. I am happy to pay what I owe but ***** objective appears to be to obfuscate my payments and then foreclose on my account. I cannot figure out why they are doing this but I assume this predatory behavior is a directive from management and effects a lot of homeowners.

  

  Business response

  03/24/2022

  We sincerely apologize for your recent experience regarding your loan, the confusion about why an escrow account was added resulting in higher monthly payments, and the subsequent challenges you have encountered.  As you know from our recent conversations with you, last October we were notified by the county that the taxes were delinquent.  After multiple communications were sent in attempts to resolve this, an escrow account was added to your loan to capture the shortage for paying the taxes and to account for future tax payments.  This led to your subsequent payments being considered partial.  Thanks to your action, all of the taxes and escrow shortages have been completely taken care of.  At this point, we are actively working with you and our third party servicing vendor to remove your escrow account per your request and return your loan to its original state before this situation occurred.  We will continue to keep you updated as we work towards this resolution.  If at any time you have any additional questions or feedback, please give us a call. 

• Initial Complaint

  02/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our mortgage is always paid on time. Our credit & **** history is most important to us. In Jan we noticed our bank was negative & was being charged overdraft fees because Ruoff charged us twice for our mortgage- Jan. 3rd & 11th. Ruoff said to call bank & let them know & money should be returned. Our bank disputes the false charge. next day we called ruoff. They now say funds cant go back on there as originally told & they would need to send out a check. In meantime our account racked up $180 in overdraft fees from ruoffs false charge. We received a check & deposited as told. Ruoff said they charged us twice because prior to Jan. we called Ruoff to see about changing our payment date to a different day of the month. We were going to change it online but the lady with ruoff said it was too short notice to change the date. This lady changed the date anyways and a payment came out on both days despite ******** agreeing the payment would come out on the 1st as normal. Days after check deposit we got a call from ruoff **** collector saying our Jan. ******* was late. Confused, Ruoff told us that the bank had stopped our first payment from the dispute & the funds were being sent back to us in another check. After 2 weeks of calls I finally got a call back from *************************. She said she was handling the situation & would find the check & call me back & would freeze our report to credit & stop all late fees & pause **** till we got it figured out. She never called back. I got ahold of her eventually & she said she couldnt find check. Weeks later after many unanswered calls to ***************************** She emailed me saying the funds should be back in account. We verify with bank & agree to pay both due payments as long as she puts in writing what happened cuz Ruoff has sent us default foreclosure warnings despite her saying it was on hold. She is rude & wont help. ***** said he would write letter on last Friday & take payments. Its now Monday evening & no one has called back

  

  Business response

  03/04/2022

  We sincerely apologize for your recent experience regarding your loan, the confusion about the two payments made in January, and the subsequent challenges you endured to correct this.  Unfortunately your request to update your auto pay date the day before your payment was due did not stop your original auto payment since auto payments are initiated a couple days prior with your bank.  Thus your January payment was processed as originally scheduled and then your new auto pay date was processed a few days later.  Your request to change your auto pay date was handled by our third party service provider and we have since worked with them to provide communication and training within their team to help mitigate this type of situation in the future.  In the meantime, we appreciate your willingness to work with us to make things right for you.  Per your request, we have written you a letter explaining the error that happened, properly posted and caught up all of your payments (January through March), waived any late fees that were assessed,refunded the $180 in bank overdraft fees, and froze any credit reporting during this time period to prevent any adverse credit reporting.  We trust that you are satisfied with the resolution of this unfortunate situation.  If you have any questions or feedback, please give us a call.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a mortgage with Ruoff that was obtained in 2020. I had an escrow account through Ruoff to pay taxes and insurance. Our loan was sold to another provider effective December 1, 2021. I went online to my account information to ensure the amounts/balances that were at Ruoff matched the amounts with the new company. In reviewing this information, I found that Ruoff had taken money out of my escrow account and paid real estate taxes for a property that was not mine. I have made many phone calls, was required to send proof of their error via email, which I did and they have still not given me my money back. I need to get my money back asap. They are causing problems with my loan escrow account at my new mortgage company which is costing me money. I need this to be resolved immediately.

  

  Business response

  02/16/2022

  We are sorry to hear about your experience, but we thank you for sharing this with us.  As you know from our direct communication with you this week, we have identified that this error was made with our third party servicer.  We have since issued a refund check to you.  We are sincerely sorry for this error and the subsequent effort you have endured to get this resolved.  With that said, we appreciated your willingness to work with us to make things right for you and we trust that you are satisfied with the resolution.

  Customer response

  02/16/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I finally received return calls after making this complaint and received a check today for the amount that was taken from my account in error. I find that this resolution is satisfactory to me.

  
  

  Thank you.

*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. ↩