Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/25/2024

  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.

  Mortgage Center is a dishonest company with sleezy employees who actively participate in dishonest business practices. 1) Mortgage Center's negligence delayed my closing by a week.2) I received multiple disclosures over a month and a half from MC. All of these had virtually the same end result for cash to close. On the ***** BEFORE my already-delayed-by-them closing, they send an 'updated' disclosure which shows an increase of +$6200 due which was +25% above what had previously been communicated. This is not a small amount to be off by. Thank God I had enough to cover this otherwise it would have delayed my closing or risked losing the house.3) From the first communication I had with MC I told them I was not interested in paying points. Zero. They ran my credit score and it came back at 778 (surprising to me because my credit is always 815+). They said I was 2 points away from qualifying for the lowered interest rate and that they would wait a couple weeks and re-run it and if I was 780+ they would ***** me the lower interest rate. Great. They re-ran my credit a couple weeks later, it was above 800 thereby qualifying me for the lower rate. ON THE *** BEFORE THE FINAL CLOSING in that same updated disclosure, they removed $1500 of lender credits. They removed this without ever having briefed me or disclosed to me what they were doing. They told me that if I wished to keep the lender credits they would have to raise my interest rate...so I have to pay $1500 for the lower interest rate??? THAT IS PAYING FOR POINTS. Which I had explicitly told them I was not going to do. They tried to sneak it in to the final disclosure released to me the night before I was set to close, which left me zero time to talk with them about the issue or else risk losing the house. Absolutely dishonest business practice. When I filed a complaint with them, they tried to play word games and skirt the truth but they did in fact force me to pay for the lower interest rate.

  

  Business Response

  Date: 07/26/2024

  *******,

  Thank you for sending along your concerns. 

  We understand that our Lending Manager, *************************, called to explain the items listed above to you. After listening to the call we did find that you did not allow him to fully explain each item and wound up hanging up the call on him as you told him to speak with your lawyer.

  To outline each issue I can confirm the following:

  Issue 1) We cannot find a delay caused by Mortgage Center. We did not have all conditions satisfied to give a final approval on the mortgage until July 9th. Clear to close was issued on the 10th and cleared with the private mortgage insurance company on the 11th with an exception to close the next day for the 12th. There is typically a day delay to secure funding for your mortgage at the closing table. The builder/seller confirmed that they could not facilitate a closing on the 12th, pushing the closing date back to Tuesday the 16th.

  Issue 2) Tax prorations in the amount of $6,172.21 being included before closing are what changed this figure, which was not available to us until received from the title company. Once received, figures are updated and issued out on a final closing disclosure for your reference. Loan estimates are just that, an estimate, and we advise you that these figures can, and likely will, change pending what happens with escrow items as we get more information. Once we are balanced with the title company, we send this disclosure out for you to sign on, which is required for you to close.

  Issue 3) Discount points were never being paid on this mortgage to buy a rate down. There was a credit being received for the rate chosen. It was requested to lower the interest rate, thus lowering the amount of a credit you were to receive for the rate chosen. Points were not paid in this transaction, in fact a credit was being issued to you, which is not always the case. Had you been at a *** (zero cost) there would also be no points. With a rate lower than the *** rate, discount points would have applied and you in fact would have paid points then. This is not the case here.

  We're also unclear what sort of refund is being requested, though given the information above we do not see a refund of sorts is warranted. Taxes are to be covered by the homeowner and are not a cost issued out or incurred by the lender.

  Thank you,

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair 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.

  How do I get myself OFF your mailing list. I have called and was told I was removed but since I called I get more mailings. I am Military and bought my home 2 years ago. The harassment has become overwhelming for me. My next step is to seek an attorney.

  

  Business Response

  Date: 12/12/2023

  We called and spoke with ***** today, regarding the mailers she has been receiving. ***** had been receiving notices from the "Mortgage Research Center", not Mortgage Center. We did explain to ***** that we are not related and that unfortunately we couldn't stop the solicitations for her. She understood, and thanked us for our time calling her back. We'd encourage ***** to see if there's a number on this solicitations she can contact that would be directly related to "Mortgage Research Center".

• Initial Complaint

  Date:01/08/2023

  Type:Sales and Advertising 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.

  December 8, 2022 We paid $566 for an appraisal of our home, due to lack of communication we decided to switch lenders. We never had the appraisal and were supposed to receive a refund.

  

  Business Response

  Date: 01/10/2023

  Hello,

   

  After reviewing this file, we agree that the full refund should be sent to ******************. An appraisal was not completed on this loan application. Therefore, a full refund of $530 has been issued out, which could take 3-7 business days to show up on the account used to pay for the deposit. ******** from our team at Mortgage Center is also calling out to advise of this refund. We apologize for the delay in returning these funds back to you after the application was withdrawn.

   

  Thank you,