ComplaintsforMember First Mortgage, LLC

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Despite repeated emails and some phone calls, Member first refuses to honor my wishes of not being contacted about my loan unless I am 30 days or more late. There is an option to sign up for email notifications and to go paperless which I have completed and was acknowledged by their system. Still letters, statements etc arrive via mail. They have a culture of blaming others and even claim the computer does it automatically. Computers are not artificial intelligence and only do what they are programed by a human to do.

  

  Business response

  05/18/2022

  Member First Mortgage, LLC ("MFM") is sorry to hear about your experience. Our goal is to offer the highest level of service to our members, and we will incorporate your feedback into our processes moving forward. MFM's files indicate that you are set to receive paperless statements and that your account has been flagged for all correspondence to be sent via email.  MFM's Early Intervention Team has been counseled regarding checking account notes and instructions prior to future correspondence.  If you have additional questions or wish to discuss in further detail, please email MFM's ******************** at ********************************** or call **************.

  Customer response

  05/19/2022

   
  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,
  
  *******************************

  Customer response

  10/05/2023

   
  Complaint: 17108747
  
  I am rejecting this response because: 

  Despite repeated emails and some phone calls, member first mortgage company continues to misreport the balance due on my mortgage to the credit bureaus. I have provided evidence that its incorrect, they claim to be working on it. When they reported for Oct, they added additional money to the balance due and now there is over ******** difference in the balance on my account and what they are reporting even though I am making monthly payments . Another phone call, same results. Its been occurring since sept 6,2022.

  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After many months long process of a refi with member first mortgage (the worst experience in my many years) we completed the process after many ignored voicemails and emails on the part of the employees at this so called company, (very unprofessional at any level of business). Pass the buck is the culture from the start to finish. Then at the end they mail a check refunding escrow moneys. We go to the bank ***************** to cash the check and are told that members first has set a limit on the amount that can be cashed. The check they wrote exceeds the amount they set. We are sent away. Called the mortgage contact/no answer, left a message/ no reply, sent a email/ told someone would call/no call. Requested a cashiers check to replace the one that can not be cashed/ no response. Please help get these people to understand.

  

  Business response

  11/24/2021

  Consumer Response /* (-5, 5, 2021/11/22) */ **update** received a phone call from payoff department and told the policy of member first is no check greater then 5000 dollars can be cashed. (Why if the original check is good) they will issue replacement checks, each for less then 5000 and mail them to me. Waiting....... Business Response /* (1000, 6, 2021/11/24) */ Member First Mortgage, LLC ("MFM") received an email from this borrower on November 18, 2021, notifying us that he was having issues cashing his escrow check. On Friday, November 19, 2021, a MFM representative spoke to the borrower and explained that he had several options available to him that would allow him to access the funds using the existing check, including depositing the check in his bank account or allowing MFM to deposit the funds in his bank account via ACH. He declined these options and stated that he wished to cash the check at a financial institution where he is considered a "non-member." As a non-member, there are additional risk layers in place, so the financial institution and MFM have imposed additional limitations to mitigate these risks, which resulted in the inconvenience he described. MFM worked with the borrower to resolve the situation and confirmed that he accessed his funds as of November 23, 2021. MFM considers this matter closed. Consumer Response /* (3000, 8, 2021/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) To close a matter you must first address the complaint. The complaint was the Terrible service received by Members First Mortgage. Your indifference to the complaint proves this is acceptable behavior/culture by Members Last Mortgage. The information you provide is incorrect/not true. Options to cash the check your company wrote from your bank/ we are not members of where not offered. If a check is written in good faith it should be cashable at the bank it is written against. Members are not first if you have measures in place to reduce your losses and inconvenience a member ( you address and see us as borrowers). The only department at Your company that offered and form of service and help was the payout team. You can learn from them. " Now the Matter is Closed" Business Response /* (4000, 10, 2021/11/30) */ Member First Mortgage, LLC ("MFM") is sorry to hear about your experience. Our goal is to offer the highest level of service to our borrowers, and we will incorporate your feedback into our processes moving forward. MFM's files indicate that you've partnered with our Payoff and Servicing Departments to resolve your concerns as of November 23, 2021. Happy Holidays! Consumer Response /* (4200, 12, 2021/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you. Matter is closed.

*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. ↩