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Complaint Details
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Initial Complaint
05/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our home burned and was a total loss on April 8, 2024. Our insurance company sent us a check for ******* that we endorsed and sent to Northpointe as they were our mortgage company. I called on May 7th and every day until 15th. I was told daily they never received the check. On the 15th I was told to have the insurance company stop payment on the check. On the 17th I got an email from their insurance claims department that they had actually received the check and put it in a dispersal fund that they would disperse as we made repairs on a home that no longer exists. The check sent to them was *******. The amount owed on our mortgage was *******. The remaining balance is our money and they refuse to disperse it to us and no one will answer calls or emails. We are homeless and have suffered a great loss. Dealing with this mortgage company is causing us to lose a home we have a contract on because we need our ******* that is OUR money. The check sent to them from our homeowners insurance company was twice the amount of what our mortgage payoff was.
Business response
05/28/2024
Northpointe Bank acknowledges the concerns brought to our attention by our customer, ***********************, regarding her mortgage loan. We have thoroughly researched the concerns she expressed and prepared a detailed written response, which was mailed to her on May 28, 2024.Customer response
06/04/2024
Complaint: 21729960
I am rejecting this response because:
I never received the response from Northpointe. I did receive a portion of the funds they owed me however they still owe us a refund on our escrow account as well as needing to release the lien on the paid off property.
Sincerely,
***********************Business response
06/21/2024
Northpointe Bank acknowledges the concerns brought to our attention by our customer, ***********************, regarding her mortgage loan. We have thoroughly researched the concerns she expressed and prepared a detailed written response, which was mailed to her on June 21, 2024.Initial Complaint
02/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My escrow was short for taxes in the amount of about 2500. My current shortage is 1400. my current payment is 2000 its now up to 2600 The new analysis is based on a 4000 shortage which is an incorrect number. the taxes were only $4900 and u had been taking $ from me all year long. I had a lot more than 900$ in escrow before u paid the taxes. i keep calling and nobody understands what im saying horrible customer service and refusal to transfer me to a supervisor. the analysis may be correct math but its being based on the incorrect shortage number. please someone with a brain call me ************Business response
02/22/2024
Northpointe Bank acknowledges the concerns brought to our attention by our customer, ***************************, regarding her mortgage loan. We have thoroughly researched the concerns she expressed and prepared a detailed written response, which was mailed to her on February 22, 2024.Initial Complaint
12/14/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I was attempting to obtain a mortgage from Northpointe and loans were approved. However, lender consistently changed amounts due with multiple items, and repeatedly delayed home closing. So much so that I choose to obtain a loan through another bank. I have requested that Northpointe release the *** appraisal to new bank. (I paid $695.00 for the appraisal). However, Northpointe has not released the paperwork. They continue to hold the papework hostage and delay my closing now with my new bank. I would like them to promptly release the appraisal to my new bank as requested.Business response
12/20/2023
Northpointe Bank acknowledges the concerns brought to our attention by our customer, *********************,regarding her mortgage application. We have thoroughly researched the concerns she expressed and prepared a detailed written response, which was mailed to her on December 20, 2023.Initial Complaint
12/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Insurance coverage was not renewed this year and 3rd party company let lapse for an amount of time. This lender sends me info which I sent and they have given me run around and purchased another policy to cover lapsed time which is incorrect in their files. They send me letters to call them but nobody will speak to me without a special unique code which was never given to me. All phone numbers do the same and I emailed them with no action other than to call the phone numbers that don't work. I need assistance because of their overcharging me.Business response
12/19/2023
Northpointe Bank acknowledges the concerns brought to our attention by our customer, *************************,regarding his mortgage loan. We have thoroughly researched the concerns he expressed and prepared a detailed written response, which was mailed to him on December 19, 2023.Customer response
12/20/2023
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,
*************************Initial Complaint
11/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 7/27/2023 I made the 1st mortgage payment for 8/1/2023 in the amount of $1468 and some change to northpointe bank. They sold my loan to KHC in August. I have received letters and emails from KHC that ********** be in default. When I reached out to ******, at Northpointe to figure out what was going on, he confirmed all my payments said that all my payments would be sent to KHC, via email. This has NOT happened. Here it is almost December and I am still receiving letters of my loan being in default because northpointe has failed to send they payments. I even had a derogatory **** put on my credit report for missed payments (that were never missed) and caused a cc of mine to be closed due to the false information they provided. So not only am I dealing with the stress of money missing, but also rebuilding my credit after just getting it rebuilt. I have provided both KHC and Northpointe with official bank statements of which all payments being made and even ahead of time, and no one seems to know where this money is or why it has not been paid to the correct party.Business response
12/08/2023
Northpointe Bank acknowledges the concerns brought to our attention by our customer, *****************************************,regarding her mortgage loan. We have thoroughly researched the concerns she expressed and prepared a detailed written response, which was mailed to her on December 8, 2023.Initial Complaint
08/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I had reached out to get a small personal loan for my upcoming surgery. I received a call from ***** and called him back. I was told that I can do a co signer or collateral loan. I don't like others in my business so was told the collateral would be 3 monthly payments upfront that would be placed on the account and it would not be a fee. I looked up the company and did research on the loans given. The contract stated 3 months payment on a $5000 loan, I asked a bunch of questions before paying. Was told on that Thursday that the lender takes risk and that is why they ask for the 3 month payment. When I spoke to him on Friday, I still asked many questions. He kept having to call me back each time I called or I was told to call him back. He states that once they received the 3 month payment (via western union), the funds would be deposited will be released. Saturday 8/5/23 made payment, he said he spoke to the release department and they will do the *** on that day. I didnt expect the deposit until Monday. Here it is Monday and no money. Called them and someone else called me back and said they ran my credit AFTER I SENT THE MONEY AND AFTER I WAS TOLD THAT IT WAS BEING DEPOSITED and now they want an additional 3 months of payments. Now mind you, they said my credit changed, actually my credit went up 2 points within that week since they ran it the first time. So now you saying its inadequate for the loan when it never went down since the first time within that week???????? I asked for a refund and was told it takes about ***** days. ABSOLUTELY NOT!!!! I WANT MY MONEY RIGHT NOW. I WILL BE CONTACTING EVERYONE AND BLOGGING EVERYWHERE ABOUT THIS SCAM!!!!!! Its absolutely sickening to see how people scam others out of their hardworking money and this one time I needed a little help with my surgery and this is what they do. No shame, no heart and nocompassion! I'm on a mission to take down this company along with the lies and deceit! Give me my money!Business response
08/08/2023
The subject of ********************************* ********* complaint is a different company and not Northpointe Bank. We have prepared a detailed written response which was mailed to her on August 8, 2023.Initial Complaint
07/22/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
This whole debacle began on 6-20-2023 when I paid my application deposit for a home mortgage with Northpointe bank. I was assure multiple times that I would be approved for a USDA home loan with no problem at all. After suppling the requested documents within a week, my loan officer went radio silent. I tried to contact him multiple times via calls, texts, emails, voicemails, and received no responses back. My realtor also attempted to reach out multiple times, with the same result. Finally on July 18, 2023 I received a phone call from a different loan officer stating that he would be taking over my loan and that we should be good to go. Again after a few days I attempted to reach out for an update and was again met with silence. Finally after he declined my call, I received a text stating, We dont have the approval at that high of a debt to income ratio. Were trying to see if we can switch it to a different loan type. This was received on 7-20-2023. Northpointe knew as soon as I supplied the requested documents what my debt to income ratio was but did not tell me that I would not be approved for the loan until almost 1 month later. It was at this time I elected to end my business relationship with Northpointe bank and informed the loan officer that I would not be continuing the loan process with him. Loan officers in question:***************************** NMLS# ****** ************************* NMLS# ******* I am filing this complaint to make the BBB aware of Northpointes business practices and to seek restitution for the loan application fee which was paid on 6-20-2023 in the amount of $550Business response
08/02/2023
Northpointe Bank acknowledges the concerns brought to our attention by our customer, ***********************, regarding her application for a mortgage loan. We have thoroughly researched the concerns she expressed and prepared a detailed written response, which was mailed to her on August 2, 2023.Initial Complaint
07/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Bank has reported me s delinquent t Experian due to an issue with changes in the escrow amount they have increased my month of June payment from $2605.69 to $263..49. I contacted bank in June and verify the amount of shortage and paid $358.89 in month of June to bring my account current and verified on the receded line with their agent that I amcurrent with my monthly pavements. Then bank keeps calling me in July stating I a delinquent , when asked agent t review my payments.Now I a notified through Experian that bank has reported me as delinquent for month of June. I have reached out t h bank to correct their falsified report but they refused to do it. Calming I a $109 short, when I told them thy was ************* thy as reversed, they tell I a still short for$18.89. This mount was not cleared with me hon I spin with **** agent in June and now they are running my credit because of the miscommunication on their side.Business response
07/19/2023
Northpointe Bank acknowledges the concerns brought to our attention by our customer, ***************************,regarding her mortgage loan. We have thoroughly researched the concerns she expressed and prepared a detailed written response, which was mailed to her on July 19, 2023.Initial Complaint
07/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On June 20, 2023 I spoke to over the phone ************** to ******* ******* of ***************** of a double payment of my ************* payment to Northpointe Bank on June 12, 2023 in the amount of ******** dollars. That the second payment of made on June 14, 2023 in the amount of ******** dollars to Northpointe Bank belongs to new servicing owner of the Loan **************************** C/O LoanCare, LLC PO Box ***** ************, ** **********. I ask if our phone conversation was being recorded and she said it is being recorded. I gave her my ******* account number and routing number and told her the second mortgage payment needs to be return to my account asap so, I can make the July 1, 2023 payment to the new loan owner which is ****************************. ******, ******* was email a screen shot of the double payment and told me she got my email and confirmed the double payment over the phone with me. Tens days later, I spoke to ******, ******* again asking her what was going on with my return of funds to my account. she stated now after me calling her for a second time that the first email is now not good enough. She now requested, I send her my bank statement showing the double payment again. At which time a "PDF" was sent to her and she confirmed too have received it. As of July 10,2023 no funds return to my account or a response from Northpointe Bank in regard to this issue. I want the funds wired to the new loan owner on my behalf to account number # ********** to cover my July 2023 mortgage payment. It must be done before Friday July 14,2023 or it will effect my credit report and a late fee of ****** will be assessed against my account. This is a disgrace how a former customer is treated by **********************. I need a email sent to me ******************** that the mortgage payment was paid.Business response
07/13/2023
Northpointe Bank acknowledges the concerns brought to our attention by our customer, ***************************,regarding his mortgage loan. We have thoroughly researched the concerns he expressed and prepared a detailed written response, which was mailed to him on July 13, 2023.Initial Complaint
07/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
*************** sold my loan and I didn't recieve the letter. I want to pay my mortgage, but I can't talk to anyone over the phone.Business response
07/18/2023
Northpointe Bank acknowledges the concerns brought to our attention by our customer, *****************************************, regarding her mortgage loan. We have thoroughly researched the concerns she expressed and prepared a detailed written response,which was mailed to her on July 18, 2023.
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Get a QuoteCustomer Complaints Summary
48 total complaints in the last 3 years.
9 complaints closed in the last 12 months.