Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have my mortgage on my home (mobile home) with Standard Mortgage. I have my mortgage payments set up on automatic pay with my bank ************** and have always had it set on auto pay. In March a woman with Standard Mortgage called my mother and said the payment had increased before the end of the year and an additional payment of $308 dollars needed to be made to bring the account to current standing. My mother authorized the payment and it was taken from my account and she logged on immediately and changed the payment amount for deduction to the current increased amount of my mortgage payment. Soon after this I started being contacted each month by a phone call saying that my payment was past due. I kept telling them that it was on auto pay and all payments had been made and taken out of my account. The guy I spoke with, *****************************, (He was the one that always called me and sent emails) was very rude when I would tell him that my payments were on auto and I was not behind. I have all my emails sent to my mother's email address because I don't do much on the computer. She sent emails back to ***************************** explaining that all payments had been made and taken from my account. They continued to call and harass me each month. Finally, a representative named, *****************************, called and spoke with me and my mom one day. She had printed off all of my bank statements for the past year and highlighted each payment that had been made through auto pay and all had been made. She went through month by month, payment by payment with ****** (and he was very kind and courteous). They found that one payment was made the first of December 2022 and the January 2023 payment was deducted the end of December 2022 so all payments HAD been made. He put us on hold and went to speak with his manager (****). When he returned he said that the manager said one of the payments (apparently that payment at the end of December, since there were two made that month, had been posted wrong and was taken off the end of the interest, so I still needed to make an additional payment for me to be caught up. I am sorry, but that is not my responsibility because they supposedly posted incorrectly. The last time they called, they said it was affecting my credit and now I am two payments behind. How? And if the additional payment of $308 in March caught my account up, then how did the problem start with a check being posted incorrectly the end of December? It appears to possibly be a scam/fraud, I do not think this is appropriate business technique. I want them to fix the problem on their end and then fix the damage they have made to my credit report.Initial Complaint
09/20/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been having an ongoing issue with this company when Im requesting records for my home loan they are not mailing them to me and now theres a technical issue with my online account to the point where I cannot make my mortgage payment. I have called several times this month about the issue and the customer service representatives keep giving me the run around and not offering me another option to pay my mortgage over the phone to waive the fee due to their technical issue. I was told to screen shot the error and I am being asked about steps instead of being given the option to pay over the phone due to errors with the company website. If the mortgage company is aware I am unable to pay online as I have done and Im reporting the issue so that I can make a payment why keep asking me what issues I am experiencing if you already know the issue? My mortgage amount is not being shown to process my payment and my account should not be telling me no payment is due when October payment is due. Instead of sending an email the mortgage company should be allowing me w different way to pay and waive the fees due to their technical issue instead of creating a time consuming email back and fourth that is not necessary just for me to make my payment.Initial Complaint
08/08/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Kindly take note that I cannot be held responsible for any debt arising from late payments associated with Standard Mortgage / STANDARD MRT. Despite my requests, they have failed to provide me with the original contract, which fails to acknowledge my initial Veterans Affairs Certificate of Qualification or Guaranteed prerequisite qualifications and requirements. It is crucial to verify all identifying information to avoid confusion with relatives who may share similar names or addresses. Although insurance was meant to cover some of my accounts, it failed to do so or late payments, resulting in late payments beyond my control, such as job loss or the ***** 19 pandemics impact on my wages. Therefore, please ensure that my credit file is not mixed up with individuals who share similar names, addresses, or SSNs, and thoroughly verify all identifying information. I demand the immediate removal of this account from my credit report to rectify the situation and prevent any further hardship.
Business response
08/09/2023
Please see the attached response.Initial Complaint
08/02/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We have concerns about standard mortgage company keeping our money due to wind and hail insurance that we no longer want for our home. We have worked with this company for years and only added wind and hail insurance in the previous two years. We want to cancel this insurance and want to know if it is legal for standard mortgage company to keep our refund check even after we canceled the insurance with LA citizen. We are no longer able to afford all of these payments and need help understanding what is happening.Business response
08/09/2023
Please see the attached response.Initial Complaint
06/01/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Standard mortgage has continuously lost my mortgage checks. When I call to check on my payments, I am told that the check is lost and it is my fault. I have asked for an explanation and met with a great deal of rudeness. I explained that I use the envelopes that Standard Mortgage provides with their correct address. The most I do is put a stamp on the envelope and a check inside. And yet the envelopes are lost at Standard Mortgage PO Box or so they claim. An example of this is I mailed check **** March 25, 2023. After serval calls it was found and cashed May 10, 2023. I mailed another check **** on April 25,2023 and it has yet to be found and cashed. If this is truly a problem with the post office a complaint should have been registered and this situation should have been rectified by now.Business response
06/08/2023
Please see the attached response.Initial Complaint
02/23/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Called the *********** office to get an explanation to the increase in my escrow. She could not explain the increase. Her main concern was her "Call Time". I requested to be transferred to a manager. She stated she did not have the ability to transfer me. That was a lie because she then transferred me to a woman's voicemail. An increase of 25% in my total mortgage payment should require an explanation to the client.Business response
03/03/2023
Please see the attached response.Initial Complaint
08/29/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Similar to another complaint filed my escrowed tax bill was paid to another property not mine so the money was deducted from my escrow and my tax bill became delinquent. I have called and emailed at least 10 times with no resolution. I have now paid my tax bill out of pocket to avoid it being sold and a lien put on my property. Every week I call or email they tell me it should be processed and credited soon but never happens.Business response
09/09/2022
Please see the attached response.Initial Complaint
02/18/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
We pay escrow to this mortgage company and the taxes as of today have not been paid! This is EXTREAMLY UPSETTING- THIS MORTGAGE COMPANY IS BY FAR THE WORST! I have reached out and they said that they paid the taxes but the county states that NOTHING has been received. I have asked the mortgage company to pay online or overnight the check and they keep giving me the run around! This is so irresponsible of them to not pay when it was due December 31st 2021- its now February 17th and NOTHING! I got an email from the pay off department and she confirmed that it was not paid in full and was in deed delinquent- SCARY STUFF/ WORRIED THIS COMPANY IS GOING TO FOLD...I asked them for proof of payment to and to show it was cashed and processed and nothing. I am asking for proof of payment and overnight delivery to pay our property taxes asap!Business response
03/03/2022
Please see attached
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
9 total complaints in the last 3 years.
4 complaints closed in the last 12 months.