Complaints

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• Initial Complaint

  Date:05/03/2022

  Type:Order Issues
  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.

  On 2/14/22 my husband and I refinanced our mortgage with ***************************** of ******* , ** using their provided lawyer from Barsh-***** of ******, **. We were told wed be provided a copy of our documents via thumb drive. On 4/26 a letter arrived from Barsh-***** describing that they were sending us the thumb drive of our loan documents. The envelope had been tampered with and the thumb drive was not in it. The document and thumb drive were send via standard mail. When I contacted Barsh-***** on 4/28 it was explained that a mistake had been made because it was customary to send private documents via fed-ex and would require a signature from the recipient. A picture of what was received is attached. We were then made aware that the thumb drive containing our SSN, bank accounts, credit card information, etc was NOT password protected or encrypted.

  Business Response

  Date: 05/04/2022

  Please see attached our letter to the borrower, WISP policy and report to the ***
  
  I am still waiting on the police report that I filed should there be any type of identity theft, so that it is on record with the Canton PD.
  

  Our normal protocol is to hand a thumb drive to the borrower with a copy of their closing documents on it at closing.  In this instance the borrower left or dropped their drive at the ************ branch.  The branch returned the thumb drive to my office via my attorney the next time they where in the branch.  Our office then via regular mail sent a thumb drive to the borrower.  The borrower then reported to us that they only received an empty envelope with no thumb drive.  The individual who processed the mail is a newer employee and was unfamiliar with what was on the drive.  We did check with the **** that believes that the drive is in the bottom of their sorting facility.
  
  When they called our office, they spoke to the paralegal handling the closing.  He reported the issue to me, and I involved ***************************, who handles our data security.  The have been working in conjunction with me to help me enable our breach process, along with applying the required process under the ***.  I also asked the paralegal to inform the borrowers that we are in and will process of the necessary items required under the *** so that we can protect their lost data and mitigate any further issues that this may result in.
  
  I have reviewed the thumb drive policy and in order to encrypt the data there is a request to do so.  Our password requirements are the same on all properties/passwords which is the town followed by the zip code with no spaces.   In this instance the individual who processed the zip drive is unable to confirm if they followed the instructions per our firm policy.   Therefore I am unable to make a clear statement as to the status of the specific drive involved in this matter.
  
  I have reached out to the borrowers to schedule a time to review our mitigation process and discuss any reimbursements of costs that I may need to make on their behalf.
  
  We take Data very serious and want to do anything in our power to help the mitigation of any loss based on this issue.