Complaints

This profile includes complaints for Village Capital & Investment, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Village Capital & Investment, LLC

  2460 Paseo Verde Pkwy Ste 110 Henderson, NV 89074-7136

  
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  Village Capital & Investment LLC

  913 South St Ste 3 Stockton, MO 65785

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  Village Capital & Investment LLC

  Tucson, AZ 85715

• 

  Village Capital & Investment LLC

  1645 S Central St Bldg B Ste 4 Colorado City, AZ 86021

• 

  Village Capital & Investment LLC

  13961 S Minuteman Dr Ste 200 Draper, UT 84020

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:04/10/2025

  Type:Billing 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.

  I am reaching out to ask why my payment is being reported as 38 days behind. I have made my payments on time and the payments according to customer service are being held and not paid on Village Capitals accord. I called 3/13, 3/27, 4/2, 4/7, and 4/8 and received an email 27 March confirming payment was allocated towards my loan balance. I dont know if the **************** **** are misinterpreting these phone calls. 2 Apr, I spoke with a supervisor to verify that the payment is correctly being processed towards the mortgage balance. There is over $5,000 being held by the company, not being correctly allocated. The payment was never made according to 4/7 phone call. My credit is now being effected due to the payment not correctly being processed. I contacted the review department to make my case known. The company also leaked customer information from a customer in ******** to me. This is unethical and unprofessional behavior. I have reached out to customer service, credit review, the CEO and the President of the company to not receive any movement. My wife and I will not be maintaining business with this company beyond the mandated 6 months.

  Business Response

  Date: 04/23/2025

  Dear ***** ******* & ****** *******,

  
  We are in receipt of your correspondence addressed to the Better Business Bureau, dated April 9th, 2025. We appreciate the opportunity to address your concerns. After a thorough and independent review of the information provided in your complaint and your loan, Village Capital has reached the following conclusion(s):

  
  Regarding your credit dispute, our ***************** determined that your payment obligation due March 1, 2025 was fully satisfied on March 27, 2025 marking your payment current. This was addressed in the Notice of Furnishers Dispute Determination sent to you on April 09, 2025.

  
  Additionally, we understand you previously encountered difficulties in removing your property taxes from your escrow account and were informed that a six-month waiting period was required. After reviewing your request and considering your concerns as well as the fact that your loan is a VA loan, we have removed your escrow account. Going forward you will be responsible for making direct payments towards your taxes and insurance. You will be responsible to present payment to Escrow otherwise Escrow will be making the payment on your behalf. 

  
  In regards to your Data Incident, we are acknowledging this in a separate correspondence that will be sent to you.
  If you have any questions, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or email us at *********************************************************************************************************.
  
  Sincerely,
  Consumer Case Coordinator
  Reputation Management
  

  
  

• Initial Complaint

  Date:03/18/2025

  Type:Billing 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 Saturday 03/15/2025 an within the ***** ****** of my mortgage, I attempted to complete a mortgage partial payment; however, the agency's electronic system does not update to reflect a payment I already made on 03/13/2025 via and via another bank account. The agency is closed over the weekend which may fall within their ***** ******* however, a consumer who have to make partial payments via two different accounts do no not have full value of the ***** ****** when they are closed. Online banking is available but within certain conditions requiring a consumer to make a full payment in addition to what they have already paid and/or incur late fees. So I proceeded to email the agency and the legal team but had to wait until Monday, 03/17/2025 to speak to an agent and submit my final payment. On Monday morning when the agency open I contacted the agency and made the final payment via an agent and was assured that the account had not incurred a late fee. On today, I learned that despite my efforts, the account incurred a late fee. The agent on today also initially declined to escalate the call stating that she was the supervisor and the only one to talk to. After much pushback, she finally provided me with an email to complaint. I have emailed my complaint to their legal department as well. This is totally unfair and predatory practice as I should be able to benefit from my full ***** ****** outlined within the mortgage agreement. In addition, the agency is fully aware of human error and making payments via an agent is not always reliable as previously and fairly recent my mortgage payment was debited from the wrong account erroneously. Allowing opportunities to make all payments online an/o via telephone regardless of how they are made would reduce the risk of discriminatory practice, improve the transactions of payments, and improve customer satisfaction and experience. In addition, the way that this economy is set up, a late fee in not within my budget.

  Business Response

  Date: 03/28/2025

  Dear ********* ********,
  We are in receipt of your correspondence addressed to the Better Business Bureau, dated March 18, 2025.Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns and have carefully reviewed your complaint. 
  After a thorough and reasonable review of the information provided in your complaint and your loan, Village Capital has reached the following conclusion(s):
  We acknowledge your concerns in your complaint regarding making partial payments. Per your signed loan agreement, you are required to make your full mortgage payment of $2177.76; anything less than your full payment amount is considered a partial payment. Partial payment does not satisfy the delinquency of the account, and payments will be held in suspense until we have the full mortgage payment. Partial payments are only accepted over the phone with an agent to ensure proper placement of the payment. Please note that if your full payment is not received by the 16th of the month, you will incur a late fee and negative reporting if not received by the 30th of the month. Payments are not processed over the weekend or major holidays, as payments will be processed the following business day. 
  According to the Payments section (3(A)-6) on pages 1-2 of your Mortgage Note, your monthly payments are due on the first of the month and considered late on the second. Village Capital offers a 15-day grace ******* so payments must be received by the 16th to avoid late fees. Full payment must be received before the 30th to avoid negative credit reporting. We have included your Note to review the terms you signed at closing.
  Village Capital offers several convenient payment options to make your monthly loan payments, including automatic payments where you can choose your draft date from the 1st to the 16th of the month (partial payments are not an option). You can also make payments over the phone free of charge using a checking, savings account, or debit card, though please note that payments made this way may take 3-5 days to be reflected on your account. Additionally, you can make your monthly payment free of charge on our website at ************************************************ using a checking or savings account (debit cards are not accepted online at this time). You can also view your statement online for quicker access if you prefer not to wait for the mailed copy.
  We acknowledge your frustration with our agent not connecting you with a manager and laughing on the call from your conversation with our legal team on March 24, 2025. To better serve you, we have reached out to our call center leadership team and shared your experience to find more convenient ways for customers like yourself to speak to a member of management. Providing exceptional customer service is a top priority, and we appreciate the opportunity to service your loan.
  We value your business and are committed to providing you with exceptional customer service. Please let us know if you have any other questions or concerns.
  If you have any questions, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or email us at *********************************************************************************************************.
  Sincerely,
  Consumer Case Coordinator
  Reputation Management
  
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23083330
  
  I am rejecting this response because: The agency indicated payments are not processed over the weekend and holidays which is false as had I submitted the full payment, on the weekend, 03/15/2025, via the telephone system as attempted on that day, the system would have accepted the payment and it would have indicated receipt of the full payment on-time.  But a full payment was not an option since I had already made a partial payment 2 days prior.  Secondly, due to my work status, I have to make payments from two different bank accounts which are far away in proximity of where I live.  As a single mother and grandmother raising two school age grandchildren, a have to have multiple streams of income and going into two different bank account.  Moving my accounts together are not an option since I have been banking with these agencies for a number of years, they accommodate my family needs,  and it is a very inconvenience for me to travel to one bank just to ensure that my mortgage payments meets a certain standard. So, I believe it is completely unfair and discriminatory if payments cannot be made via the system and will not be credited unless they are of full payment status . We all know that making a payment via an agent is bound to human error as this is the second complaint that I have made to BBB and the first complaint was related to an agent from this same mortgage company debiting my account erroneously after I had given several agents the account that I wished to have debited. So I do not have any faith in your agents handling my hard earned money and the company should not either.  And, a ***** ****** is just what it is, a ****** in which I should not receive any penalties or judgements during the time that I am given to make my payments. How can I attain the full value of my ***** ****** outlined in my contract if my ***** ****** falls on the weekend and you now have two systems, on-line and via telephone that claim to be secure but you will not acknowledge the payment made unless the full amount is made? You dont even honor the ***** ****** as I am also questioned by the agents about why my payment was not made on the 1st when I call in to make my partial payments when that should not be your business as long as my payment is in by the 16th of each month. This is not my 1st mortgage. I had a mortgage for 16 years prior to this one and I have never had a difficult time making my payments or was grilled about why the payment was not in on the 1st.  No one should be subjected to these practices and especially when they have been trying to make every effort to maintain good standard. So, I am asking that this agency review and rethink their decision and these discriminatory practices. 

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

  Business Response

  Date: 04/11/2025

  Dear ********* ********, 
  We are in receipt of your correspondence addressed to the Better Business Bureau, dated March 31, 2025. After a thorough and independent review of the information provided in your complaint and your loan, Village Capital has reached the following conclusion(s):
  On March 28, 2025, we responded to your concerns about payment options and making partial payments. As per your loan agreement, payments are due on the 1st of each month. You have a 15-day ***** ****** to avoid late fees, but any payments not received by the end of the month will be reported to credit bureaus. Partial payment does not satisfy the delinquency of the account, and payments will be held in suspense until we have the full mortgage payment. Partial payments are only accepted over the phone with an agent or by mail to ensure proper placement of the payment. Please Note: Payments are not processed on weekends or major holidays. Any payments submitted during these times will be processed on the following business day. 
  According to the Payments section (3(A)-6) on pages 1-2 of your Mortgage Note, your monthly payments are due on the first of the month and considered late on the second but you will not incur a late fee until after the ***** ******* If the ***** ****** lands on a weekend you will have until the following business day to make your payment. Please note that anything less than your current full mortgage payment of $2,177.76 is considered partial.
  Village Capital offers several convenient payment options to make your monthly loan payments, including automatic payments where you can choose your draft date from the 1st to the 16th of the month. You can also make payments over the phone free of charge using a checking, savings account, or debit card, though please note that payments made this way may take 3-5 days to be reflected on your bank account. Additionally, you can make your monthly payment free of charge on our website at ************************************************ using a checking or savings account.  You can also view your statement online for quicker access if you prefer not to wait for the mailed copy.
  We acknowledge and address your concerns regarding payment options, making partial payments, and processing time for payments. We value your business and are committed to providing you with exceptional customer service. Please let us know if you have any other questions or concerns.
  If you have any questions, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST, or email us at *********************************************************************************************************.
  Sincerely,
  Consumer Case Coordinator
  Reputation Management
  
  

• Initial Complaint

  Date:03/18/2025

  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.

  I believe that an internal investigation needs to be done on Village Capitol investment. I do suspect and believe that possible of consumers money is being done. I am having all my escrow payments sent to me from the day II believe that an internal investigation needs to be done on Village Capitol investment. I do suspect and believe that possible of consumers money is being done. Iam having all my escrow payments sent to me from the day. I bought the house to the current state which is 3-17-2025. We are getting told that we have to pay $2007 to escrow because of a shortage. Cannot be told the definite answer to why or how did get low like that. Being told that that shortage does not affect my mortgage payment. Then get told it does due to the shortage so getting told multiple different stories and I do believe that theyre not maintaining the money accurately and need to be audited on that.

  Business Response

  Date: 03/28/2025

  Dear ** *****
  We are in receipt of your correspondence addressed to the Better Business Bureau, dated March 17th, 2025. After a thorough and reasonable review of the information provided in your complaint and your loan, Village Capital has reached the following conclusion(s):
  Your escrow account is analyzed every year in February. As of the analysis, you are required to have $3,476.29 in the escrow account to cover expenses for the year for taxes and insurance. However, at the time of the analysis, your escrow account had a balance of $944.42. The difference between the required balance and your current balance is -$2,801.87. To bring the account back into balance, this shortfall is being spread over 12 months, adding $233.49 to your monthly payment.
  In addition, your homeowner's insurance premium increased by $1,523.04. As a result, we need to collect an additional $126.92 per month in your escrow account to ensure there are enough funds to cover the new premium.
  In 2023, your homeowner's insurance premium was $2,851.00. On June 10, 2024, a payment of $4,374.00 was made to renew your policy. However, after the analysis was completed, you switched insurance providers. A payment of $2,795.00 was made to ************************* on March 5, 2025.
  We have adjusted your monthly payment to reflect the new insurance premium. The adjusted monthly payment will be $936.37, and it will be reflected in your account within 24 hours.
  You have the option to pay the escrow shortage in full at any time. Once the shortage is paid off, your monthly payment will decrease to $702.88. 
  If you have any questions, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or email us at *********************************************************************************************************. 
  Sincerely,
  Consumer Case Coordinator
  Reputation Management
  
  

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I purchased a new construction in November of 2023. A month after the sale, our mortgage was sold to Village Capital & Investment LLC. We paid our mortgage on time every month, until I got a tax bill from our county office. Village Capital did not pay our Improvements Tax (new construction), they only paid the land tax. This resulted in an escrow overage of over $9000. I informed Village Capital they need to pay the Improvements Taxes which was almost $7000. I also emailed them documents from the county office so they could better understand how to process the taxes for 2025. Village Capital did an analysis doubling the taxes for 2025, resulting in an additional $500 to my mortgage payment. I contacted them on numerous occasions to let them know the taxes they calculated is incorrect and I even resent the documents and a letter from the county office advising them of the taxes for 2025. It has been almost 3 months I have been trying to get this resolved and Village Capital is giving me the run around, no one is willing to take the time out to review the documents and get my payment corrected. I am overwhelmed and very displeased and frustrated with the service from Village Capital.

  Business Response

  Date: 03/28/2025

  Dear ******* ******* & **** ********, 
  We are in receipt of your correspondence addressed to the Better Business Bureau, dated March 17, 2025.Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns and have carefully reviewed your complaint.
  
  After a thorough and reasonable review of the information provided in your complaint and your loan, Village Capital has reached the following conclusion(s):
  On December 30, 2024, you contacted Village Capital regarding an adjusted tax bill. Our insurance department explained that this type of tax bill is not typically an annual bill, so we cannot collect for it through monthly escrow payments. Instead, we can pay the bill if you provide us with a copy, or if it becomes delinquent and is detected by our delinquency team. In that case, we would reach out to you twice for approval before making the delinquent payment.
  On December 31, 2024, we also emailed you and **** at the email addresses provided ************************** and ************************ reiterating that adjusted tax bills are the homeowner's responsibility, but we can make the payment on your behalf to bring the taxes current. When you called back on March 17, 2025, seeking an update, we informed you that the taxes had been adjusted and paid. As a courtesy, we also waived your $79.08 late fee on March 18, 2025. 
  Please note that your taxes and insurance are reviewed annually in January, with any changes effective for your March payment. This gives you time to cover any shortages and informs you of your new payment amount for the next 12 months.
  On January 10, 2025, we paid taxes of $1898.95
  On January 7, 2024, we paid taxes of $7263.68
  On October 4, 2024, we paid taxes of $288.73
  We have included a payment history for all taxes paid on your loan. Village Capital has determined that all taxes are current and paid up to date. If you feel we havent paid the correct amount, please send a copy to ******************************** and CC our escrow team at ****************************************************** If you would like to speak to our tax department, you can reach them at ************, Monday through Friday from 5:00 am-5:00 pm PST.
  If you have any questions, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST, or email us at *********************************************************************************************************.
  Sincerely,
  Consumer Case Coordinator
  Reputation Management
  
  

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and their explanation was not the issue. My issue was getting my mortgage payments adjusted correctly to reflect a reasonable amount because Village Capital was overstating the taxes for 2025.  Their lead customer service **** ******, was able to address the issue after I demanded to speak with a manager.  My issue was expedited, and my monthly payments were adjusted and I was able to make Marchs payment. Hopefully there are no more issues going forward. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/14/2025

  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.

  I am writing to file an official complaint against Village Capital & Investment (VCI) for their failure to adhere to the VA's "compromise sale requirements" during my recent short sale process.On January 17, 2025, *** approved me to pursue a short sale on my VA-backed mortgage loan. An appraisal was ordered, which valued the property at $313,000 as of January 31, 2025. Two offers were received, with the highest offer being $329,500. Netting $290,994.33 in proceeds - a figure that exceeds the VA's required *****% of the appraised value ($263,076.50).Despite this offer meeting and surpassing the VA's guidelines, *** has refused to approve it, citing a purported $60,000 loss to the company as justification. However, the ** representative ****** ***** explicitly advised *** via email on March 12, 2025 that they should accept the offer, as it "exceeds the current Net Value in ******" and "accepting a Compromise Sale now should be more beneficial to the Veteran, the VA and Village Capital."Shockingly, VCI representative ******** ******* responded that they "will not be moving forward with this offer" and claimed VCI is "not required to proceed" due to the potential loss amount, directly contradicting the VA's *********** approving me for a short sale yet refusing to accept a legitimate offer that meets all requirements, *** has acted in bad faith and violated the terms of the VA's "compromise sale program." Their arbitrary rejection has left me in an untenable situation after following the proper procedures.I am demanding that *** immediately reconsider and accept the $329,500 offer on my property, in compliance with VA guidelines. Failure to do so will result in further escalation. Documented evidence of all correspondence is available upon request.Please remedy this issue promptly. I look forward to your written confirmation of ***'s intention to proceed with this qualified offer.Sincerely,Marquee ******

  Business Response

  Date: 03/21/2025

  Dear MARQUEE ******
  We are in receipt of your correspondence addressed to the Better Business Bureau, dated March 13th, 2025. After a thorough and reasonable review of the information provided in your complaint and your loan, Village Capital has reached the following conclusion(s):
  You have completed two loan modifications within the past two years, and you accepted the short sale plan on January 21st, 2025. Several factors are influencing this short sale, including judgments totaling $12,735.95 and $267.64 on the title. Both you and your realtor have expressed a desire to resolve these matters through the short sale transaction. However, considering the outstanding liens, the property's value, and the necessary repairs, this offer would result in a significant financial loss of $42,206.26 to Village Capital, outside of the VA guarantee.
  
  
  Your realtor, ****** *******, has been struggling to get in contact with us as she is not the authorized 3rd party on file. While Ms. ******* has continued to assert that Village Capital is obligated to approve this offer, this is not the case. Mr. ****** has clarified that while he can offer guidance, the ** does not require Village Capital to approve the current offer. The decision to proceed with any loss mitigation option remains at the discretion of the servicer. 
  
  
  To proceed from this point you would need to renegotiate a higher price, reduce commissions, or pay off a second lien and/or a combination of all three. If you need additional assistance please contact our loss mitigation team between the hours of 8am to 5pm PST Monday through Friday at ************ email: ***************************************************************** and ****************************************************************************************************
  
  If you have any questions, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or email us at *********************************************************************************************************.
  Sincerely,
  Consumer Case Coordinator
  Reputation Management
  
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23064363
  
  I am rejecting this response because:
  

  VCI suggested the two loan modifications that they approved me for, VCI suggested the "compromise sale" and approved me to participate in the program, and VCI ordered an appraisal on the property 1/30/25 that came back at $313,000.  

  My realtor negotiated the current buyer to pay a higher offer amount of $329,500, which is $16,500 over the appraised value. The $16,500 more than covers the amount being requested from the net proceeds of the compromise sale for the judgments/liens owed. The buyer agreed to pay this amount because the property is in good condition.  The only repairs needed is carpet due to normal wear and tear. There are no "necessary repairs" as stated in the appraisal report that *** ordered. The judgement that was initially for $12,735.95 has already been reduced to less than half of that amount.  VCI was provided written confirmation on 2/18/25.
  
  Also, attached are screenshots of emails received from VCI confirming in writing the 3rd party authorization for Ms. ******* had been received and entered into the file. Yet, when she calls *** for assistance she is hung up on.  Two calls were made twice today (3/26)  to VCI and she was hung on by ***** and *****.
  
  VCI is compensated by the VA to service this loan, but now they are refusing to do so. Attached is the email VA sent to *** regarding the offer and the reason why "** expects *** to accept and approve the offer". *** stated in their response that in order to proceed at this point I would need to renegotiate a higher price. The buyer already increased their offer from $315,000 to $329,500. Reduce commission: buyers brokers commission was reduced by 50%.  Payoff second lien: there is no second mortgage loan on the property and the payoff for the judgment has been reduced.  
  
  I purchased the property in 2019, new, for less than $240,000.  I was preyed upon by *** in 2021 to do a refinance.  I only wanted to refinance the mortgage loan, 
  but *** persuaded me to do a "loan consolidation" instead because they had the property appraised for $409,000.  VCI steered me toward a higher rate loan that I could not afford.  
  Now due to my long term hardship I need to sell the property that is only worth $313,000. VA approves, but VCI refuses to do so.
  

  Sincerely,
  
  Marquee ******

  Business Response

  Date: 04/14/2025

  Dear MARQUEE ******
  
  We are in receipt of your correspondence addressed to the Better Business Bureau, dated March 13th, 2025. After a thorough and reasonable review of the information provided in your complaint and your loan, Village Capital has reached the following conclusion(s):
  You have successfully completed two loan modifications in the past two years, and you agreed to the short sale plan on January 21, 2025. Several factors are influencing this short sale, including judgments totaling $12,735.95 and $267.64 on the title. Both you and your realtor have expressed a desire to resolve these matters through the short sale transaction. However, considering the outstanding liens, the property's current value, and the necessary repairs, this offer would result in a substantial financial loss of $42,206.26 to Village Capital, beyond the VA guarantee.
  When you initially reached, we were unable to discuss the account with ****** ******* as she was not listed as an authorized third party. However, we have since received the appropriate documentation and can confirm that she is now authorized and we will be able to discuss loan information with her.
  On April 11th, 2025, you spoke with a representative from our Loss Mitigation team regarding the appeal on your loan. During that conversation, you were advised that your appeal is currently under review. As of April 14, 2025, we are actively in the process of reviewing your appeal. Once a final determination has been made, we will reach out to you to communicate the outcome of your appeal.
  Thank you for your patience as we complete this process. If you have any questions in the meantime please do not hesitate to contact our loss mitigation team. The loss mitigation office hours are Monday through Friday, from 8a.m. to 5p.m. ***. You may reach us at ************ or via email at ***************************************************************** and ****************************************************************************************************.
  Sincerely,
  Consumer Case Coordinator
  Reputation Management
  
  

• Initial Complaint

  Date:03/10/2025

  Type:Billing 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.

  i have been with this company since dec of 2024. the problem i am having is they do not send me my mortgage statement on time so i can pay it when do, or they do not send it at all. this has happend 3 months in a frow now. i have budgeted for this payment, but they keep failing to do their part. i ant to have them investigate for unfair business practices at the very least. they are the worst company i have ever dealt with.

  Business Response

  Date: 03/14/2025

  Dear ***** & ********* *****, 
  
  We are in receipt of your correspondence addressed to the Better Business Bureau, dated March 10, 2025.Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns and have carefully reviewed your complaint. Based on our review, below is an explanation of our findings.
  
  After a thorough and reasonable review of the information provided in your complaint and your loan, Village Capital has reached the following conclusion(s):
  
  We understand your frustration about not receiving your monthly statements in a timely manner. To better serve you, we have reached out to our call center leadership team and shared your experience to find more convenient ways for customers like yourself to receive your monthly statements. Providing exceptional customer service is a top priority, and we appreciate the opportunity to address this issue.
  
  Monthly statements are generated a month in advance. (Example: if you are due for March payment, you will get your statement in February). Statements are sent by regular mail, depending on your local mail delivery, it could take anywhere from 5- 10 business days for you to receive it. Village Capital offers several convenient payment options to make your monthly loan payments, including automatic payments where you can choose your draft date from the 1st to the 15th of the month. You can also make payments over the phone free of charge using a checking, savings account, or debit card, though please note that payments made this way may take 3-5 days to be reflected on your account. Additionally, you can make your monthly payment free of charge on our website at ************************************************ using a checking or savings account (debit cards are not accepted online at this time). You can also view your statement online for quicker access if you prefer not to wait for the mailed copy.
  
  We value your business and are committed to providing you with exceptional customer service. Please let us know if you have any other questions or concerns.
  If you have any questions, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or email us at *********************************************************************************************************.
  
  
  Sincerely,
  Consumer Case Coordinator
  Reputation Management
  
  

• Initial Complaint

  Date:02/28/2025

  Type:Billing 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.

  I was not informed anywhere in my contract or verbally on recording or otherwise that If I missed three payments I would be forced to send in cashiers checks. I am a disabled and impaired combat veteran and unable to leave my house often do to physical constraints. I managed to make it to the bank, send the cashiers check (their agent told me to make it out to "CASH" which I have discovered is a scam). I send them the check EXACTLY as they told me to send it and they have "Returned" it but not really. There is no check returned only the coupon for the check that is useless.I call back this morning and they tell me their computers are down (convenient for them). I tell them I work all day and wont be able to contact them again until their next business day (monday) to which the agent becomes offended as if I'm stealing money from them, when they have been the one to steal from me.Until I had this WORTHLESS company take over my mortgage I never missed a single payment, I never had any issues. This company is ILLEGALLY trying to strong arm me out of my home. I wont take it and this company should be punished for their horrible business practices.

  Business Response

  Date: 03/10/2025

  Dear ******* **********:
  We are in receipt of your correspondence addressed to the Better Business Bureau dated February 28, 2025. Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns and have carefully reviewed your complaint. After a thorough and reasonable review of the information provided in your complaint and your loan, Village Capital has reached the following conclusion(s):
  You raised concerns regarding your payment after you were notified of being required to provide your monthly payments as ********* checks for six months. This notice was provided after your account was placed on certified funds. This action happens when our system detects 3 or more reversal transactions after a payment was made. We provided you with a letter regarding this decision on February 10, 2025. When we investigated your payment history, we confirmed a total of three payment reversals on the account due to insufficient funds.
  On December 5, 2024, your payment for December was reversed due to insufficient funds.
  On ******* 16, 2025, your payment for ******* was reversed due to insufficient funds.
  On February 10, 2025, your payment for February was reversed due to insufficient funds.
  Please rest assured that all correspondence addressed to our *************** is properly handled. When a payment is received, it is cashed and processed by the end of the business day. If any additional funds are received, they are held in a separate suspense account. When you provided our cash department with your first ********* check payment, the funds were held within the suspense account. Our cash department provided a letter on March 3, 2025, informing you the funds were received and that the funds will still be posted to your February payment by applying less to your escrow/impound account. The letter advised to ensure you provide payment of the remaining $64.08 immediately to avoid a future shortage by the time your next escrow analysis is performed.
  If you have any questions, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST, or email us at *********************************************************************************************************.
  Sincerely,
  Consumer Case Coordinator
  Reputation Management
  
  

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I am beyond frustrated with this company. Unfortunately, my original mortgage company sold to this company and they have been terrible to work with. I am needing a payoff quote so I can refinance with our VA loan and they took 2 WEEKS!!! Because how long they took, it caused our payoff date to be pushed for the next month and our payment late so we incurred late fees (I am sure that was the companys intentions to make more money on us)We make the mortgage payment and fee payment. I had to call in to complain that we still do not have our payoff quote so they email it to me that day and its WRONG! It does not have our latest payment on there and shows late fee still owed.I called them back and they tell me I have to put another request in and wait another 2 WEEKS!!! That is so unprofessional and unacceptable. Your company should not exist with how you treat your customers and veterans. Waiting a month to get the correct and updated payoff quote is so wrong. All other companies I have worked with can get a payoff quote within 48 hours. This is bizarre. I want my payoff quote now. Stop forcing us to push our payoff date indefinitely and charging us more fees. Crookedness

  Business Response

  Date: 03/10/2025

  Dear: ****** & ********* Jamieson 
  We are in receipt of your correspondence addressed to the Better Business Bureau, dated March 10, 2025. Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns and have carefully reviewed your complaint. Based on our review, below is an explanation of our findings.
  After a thorough and reasonable review of the information provided in your complaint and your loan, Village Capital has reached the following conclusion(s):
  
  Please note that an updated payoff was sent to your email address, ************************** on February 27, 2025. Additionally, we have received two more payoff requests from you on March 7, 2025.
  Unfortunately, we are unable to expedite the payoff process. We understand your frustrations, but please be assured that we process payoff requests in the order in which they are received. Village Capital & Investments adheres strictly to Regulation Z, Code *******, which allows up to seven business days from the date of the request to issue a payoff statement. 
  We appreciate your understanding and patience. If you have any questions, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or email us at *********************************************************************************************************.
  Sincerely,
  Consumer Case Coordinator
  Reputation Management
  
  

  Customer Answer

  Date: 03/11/2025

   
  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

  Date:02/27/2025

  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.

  Village Capital Nature of Complaint: Predatory Lending Practices and Fraudulent Loan Purchase I am filing this complaint regarding ******** ***** predatory lending practices and Village Capitals involvement in the purchase of my loan despite known fraudulent activity.Summary of the Issue:1.Fraudulent Lending and Deceptive Practices ************* engaged in unlawful lending practices in the handling of my *** loan.They misrepresented loan terms and failed to disclose crucial financial implications.They withheld critical documents, including my appraisal, despite multiple requests.2.Violation of FHA and HUD Guidelines ************* proceeded with a loan closing despite my missed December 2023 mortgage payment, which should have disqualified the loan.Under FHA guidelines, my loan should not have been closed or transferred under these conditions.Village Capital knowingly purchased this loan despite these violations.3.Deceptive Loan Refinance Offer from Village Capital After Village Capital purchased my loan,I was only offered a short sale, despite being eligible for other relief options such as forbearance, partial claims, or loan modifications under FHA guidelines.4.Manipulative and Misleading Communication from ************* My loan officer, Mr. ******* stated that only ************* could close my loan, and no other lender could refinance it.I was discouraged from seeking outside refinancing options, violating fair lending and consumer protection laws.Resolution Sought:A full investigation into ******** ***** lending practices for violations of consumer protection and fair lending laws..Magnolia Bank and Village Capital have acted in bad faith and violated federal lending laws. If this matter is not promptly addressed, I will pursue further legal action and make this information public to ensure consumer awareness.I request the BBB to investigate these companies and take appropriate actions

  Business Response

  Date: 03/05/2025

  Dear ******* ********,
  
  We are in receipt of your correspondence addressed to the Better Business Bureau, dated February *******. Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns and have carefully reviewed your complaint. Based on our review, below is an explanation of our findings.
  
  After a thorough and reasonable review of the information provided in your complaint and reviewing your loan,Village Capital has drawn the following conclusion(s):
  
  Per your loan agreement, you signed that you understand that a loan can be transferred at any time. In your deed of trust under the Transfer of Rights In The Property on page 3 section A,outlines that the loan can be transferred. Also, per your mortgage notes on page 1-2 sec 3(A)-6, online that payments are due on the 1st and late by the 2nd. Village Capital offers a 15-day grace ******* To avoid late fees, we recommend making your payments by the 15th and by the 30th to avoid negative credit reporting.
  
  We have included your mortgage note and deed for your record.
  
  In April 2024, your $401,912.00 loan was transferred to Village Capital. On April 30, 2024, you made a $3,888.44 payment over the phone, with confirmation number **********. You continued making payments to Village Capital without any notification that your loan had been transferred incorrectly.
  
  On October 17, 2024, you called Village Capital with a third party, ***** from Informative Research, regarding a tax bill request for payment. The next day, you called back with a third party, ****** ****** from Life of ******* ************* Default, seeking mortgage assistance. The loss mitigation agent recommended you call back in November if you were still experiencing hardship, to request a mortgage assistance package, and to discuss potential refinance options with a loan officer. You explained that your credit was preventing you from refinancing and your interest rate should be 7.25%instead of 8.25%.
  
  The agent advised that while your application was being reviewed, late fees and credit reporting would continue per your loan agreement. Village Capital loan officers did not handle your closing, so you will need to speak to ************* about what was offered and what you ************ can be transferred to another mortgage company at any time, with all terms transferring to the new company.
  
  On November 25, 2024, you called back requesting mortgage assistance. The agent advised that you were due for the November payment and the only way to avoid negative credit reporting was to make the payment before the end of the month. You explained that you had fallen behind due to a reduction in your business income, going from three businesses down to one. The agent submitted a request for assistance and sent you the necessary paperwork via email and mail.
  You called daily to check on the status of your application. On December 2, 2024, the agent offered to take the application over the phone, but you declined, stating you would wait for the mailed package. On January 2, 2025, you called to confirm your application had been received and was under review. The agent advised you would need to remove the credit freezes on your TransUnion and Equifax reports, which you were able to do.
  
  Over the next several weeks, you continued calling and emailing for updates, being told each time that the review process could take up to 30 days. On January 17, 2025, the loss mitigation team called to inform you that your application had been approved for a Pre-Foreclosure Sale. You expressed your disagreement with this decision and stated your intent to appeal, and you advised that you would be filing for bankruptcy to prevent losing your home.
  
  You continued calling to appeal the decision, and on February 21, 2025, Village Capital offered you a partial claim.
  
  Village Capital offered all available programs and made multiple attempts to reach you with updates. As of today March 3, 2025, your account is in active loss mitigation, with a net due balance of $16,036.88, including $483.12 in late fees and $0.00 in default-related fees. If you are experiencing a hardship,please contact our Loss Mitigation team Monday through Friday, 8:00 AM to 5:00 PM PST, at ************.
  
  If you have any questions, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or email us at ***********************************************************************************************************.
  
  Sincerely,
  
  Consumer ********************

  Customer Answer

  Date: 03/05/2025

  [Your Name]
  [Your Address]
  [City, State, ZIP Code]
  [Your Email]
  [Your Phone Number]
  [Date]
  
  
  Better Business Bureau
  [BBB Regional Office Address]
  [City, State, ZIP Code]
  
  
  Subject: Response to Village Capital & Investments, LLCs Reply Unlawful Loan Transfer & Mortgage Fraud
  
  
  Dear Better Business Bureau,
  
  
  I am writing in direct response to Village Capital & Investments, LLCs reply regarding my complaint. Their response deliberately misrepresents the issue at hand by addressing my current loan rather than acknowledging the fraudulent transfer that led to their involvement in the first place. It is imperative that the BBB understands that this complaint concerns the unlawful transfer of my mortgage loan, originating in October 2023, with Village Capital becoming the investor on December 4, 2023, and the loan closing on March 18, 2024.
  
  
  Core Issue: Fraudulent Loan Closing, Purchase, Transfer & Federal Violations
  
  
  The closing, and purchase of this loan was conducted in violation of federal mortgage regulations and FHA/HUD guidelines due to the following:
  1.The December 2023 mispayment was ignored, making the loan transfer unlawful.
  FHA and HUD guidelines prohibit the transfer of a loan with unresolved payment discrepancies.
  24 CFR ******* states that lenders must make every effort to resolve delinquencies before taking further action. However, rather than addressing the issue, Village Capital transferred my loan to ****************** conceal their misconduct.
  The loan transfer itself constitutes a violation of the *********** Settlement Procedures Act (RESPA) under 12 U.S. Code 2605, which requires servicers to properly disclose and manage transfers.
  2.Village Capital knowingly accepted a fraudulently originated loan.
  Under 18 U.S. Code 1344 (Bank Fraud), it is illegal for financial institutions to knowingly engage in deceptive lending practices.
  Village Capital had full access to my financial records and the mispayment history, yet still proceeded with the transfer, demonstrating willful participation in mortgage fraud.
  3.Systematic Discrimination & Historical Mortgage Fraud Practices
  The actions of ************* and Village Capital follow a well-documented historical pattern of discriminatory lending practices targeting African Americans.
  During the 2008 financial crisis, predatory lenders systematically stripped Black homeowners of property equity by approving fraudulent loans, knowing that borrowers would struggle under the terms.
  The same method was used against memy equity and financial hardship were exploited to push me into an unlawful loan, disregarding federal protections.
  
  
  Village Capitals Response Is an Attempt to Evade Accountability
  
  
  Village Capitals response fails to address the core issue: their involvement in an unlawful transaction. They are deliberately shifting the conversation to my current loan status instead of answering how they became the investor in a loan that never should have been transferred.
  
  
  Requested Action from the BBB
  
  
  Due to the severe financial and emotional distress this has caused, I am requesting:
  1.A full investigation into the unlawful loan transfer between ************* and Village Capital & Investments, LLC.
  2.A rescission of the loan transfer based on its non-compliance with federal law.
  3.Accountability for both entities for engaging in fraudulent and predatory lending practices.
  4.Compensation of $250,000 from each entity for the damages I have suffered, including the forced closure of two businesses that I invested my savings into.
  
  
  Next Steps If This Issue Is Not Addressed
  
  
  If the BBB does not intervene, I will escalate my complaint to:
  
  The ******************************* ***** Mortgage Fraud

  I have also filed complaints with other federal agencies, such as

  The ************************************ (****)
  The ************************ (***)
  The ******************************************* (HUD)
  
  The fraudulent actions of ************* and Village Capital are part of a long history of predatory lending practices targeting African Americans, and I refuse to be another victim of this systemic abuse. I urge the BBB to take immediate action and ensure these entities are held accountable.
  
  
  Sincerely,
  ******* ********
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22996766
  
  I am rejecting this response because: Date Sent: 3/5/2025 4:36:53 PM
  

  [Your Name]
  [Your Address]
  [City, State, ZIP Code]
  [Your Email]
  [Your Phone Number]
  [Date]
  
  
  Better Business Bureau
  [BBB Regional Office Address]
  [City, State, ZIP Code]
  
  
  Subject: Response to Village Capital & Investments, LLCs Reply Unlawful Loan Transfer & Mortgage Fraud
  
  
  Dear Better Business Bureau,
  
  
  I am writing in direct response to Village Capital & Investments, LLCs reply regarding my complaint. Their response deliberately misrepresents the issue at hand by addressing my current loan rather than acknowledging the fraudulent transfer that led to their involvement in the first place. It is imperative that the BBB understands that this complaint concerns the unlawful transfer of my mortgage loan, originating in October 2023, with Village Capital becoming the investor on December 4, 2023, and the loan closing on March 18, 2024.
  
  
  Core Issue: Fraudulent Loan Closing, Purchase, Transfer & Federal Violations
  
  
  The closing, and purchase of this loan was conducted in violation of federal mortgage regulations and FHA/HUD guidelines due to the following:
  1.The December 2023 mispayment was ignored, making the loan transfer unlawful.
  FHA and HUD guidelines prohibit the transfer of a loan with unresolved payment discrepancies.
  24 CFR ******* states that lenders must make every effort to resolve delinquencies before taking further action. However, rather than addressing the issue, Village Capital transferred my loan to ****************** conceal their misconduct.
  The loan transfer itself constitutes a violation of the *********** Settlement Procedures Act (RESPA) under 12 U.S. Code 2605, which requires servicers to properly disclose and manage transfers.
  2.Village Capital knowingly accepted a fraudulently originated loan.
  Under 18 U.S. Code 1344 (Bank Fraud), it is illegal for financial institutions to knowingly engage in deceptive lending practices.
  Village Capital had full access to my financial records and the mispayment history, yet still proceeded with the transfer, demonstrating willful participation in mortgage fraud.
  3.Systematic Discrimination & Historical Mortgage Fraud Practices
  The actions of ************* and Village Capital follow a well-documented historical pattern of discriminatory lending practices targeting African Americans.
  During the 2008 financial crisis, predatory lenders systematically stripped Black homeowners of property equity by approving fraudulent loans, knowing that borrowers would struggle under the terms.
  The same method was used against memy equity and financial hardship were exploited to push me into an unlawful loan, disregarding federal protections.
  
  
  Village Capitals Response Is an Attempt to Evade Accountability
  
  
  Village Capitals response fails to address the core issue: their involvement in an unlawful transaction. They are deliberately shifting the conversation to my current loan status instead of answering how they became the investor in a loan that never should have been transferred.
  
  
  Requested Action from the BBB
  
  
  Due to the severe financial and emotional distress this has caused, I am requesting:
  1.A full investigation into the unlawful loan transfer between ************* and Village Capital & Investments, LLC.
  2.A rescission of the loan transfer based on its non-compliance with federal law.
  3.Accountability for both entities for engaging in fraudulent and predatory lending practices.
  4.Compensation of $250,000 from each entity for the damages I have suffered, including the forced closure of two businesses that I invested my savings into.
  
  
  Next Steps If This Issue Is Not Addressed
  
  
  If the BBB does not intervene, I will escalate my complaint to:
  
  The ******************************* ***** Mortgage Fraud

  I have also filed complaints with other federal agencies, such as

  The ************************************ (****)
  The ************************ (***)
  The ******************************************* (HUD)
  
  The fraudulent actions of ************* and Village Capital are part of a long history of predatory lending practices targeting African Americans, and I refuse to be another victim of this systemic abuse. I urge the BBB to take immediate action and ensure these entities are held accountable.
  
  
  Sincerely,
  ******* ********

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

  Business Response

  Date: 03/13/2025

  Dear ******* ********,
  We are in receipt of your correspondence addressed to the ************************************ (****), dated March 5, 2025. We appreciate the opportunity to address your concerns and have carefully reviewed your complaint. Based on our review, below is an explanation of our findings.
  After a thorough and reasonable review of the information provided in your complaint and your loan, Village Capital has reached the following conclusion(s):
  Village Capital has addressed the concerns raised in your prior complaint to the BBB on February 27, 2025. We sent a response via email and mail dated March 4, 2025. However, you continued to send threats and documents claiming your loan with ************* was fraudulent.
  Village Capital has acknowledged your concerns and advised you to contact ************* regarding the loan origination, as per your loan agreement, loans can be transferred, and you signed acknowledging this.
  Your loan was subsequently transferred to Mortgage Finance Brokers on March 6, 2025, with a balance of $400,347.61. Village Capital is no longer your lender, so you will need to contact your new mortgage company moving forward.
  Despite the multiple emails from you, Village Capital & Investment LLC has thoroughly reviewed your claims and maintains the issues raised are unrelated to their involvement.
  If you have any questions, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or email us at *********************************************************************************************************.
  Sincerely,
  Consumer Case Coordinator
  Reputation Management
  
  
  
  

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I have had Village Capital for a mortgage company for the last 2 years. I got a chance to refinance and at the time thought that it was unfortunate that it would be a different bank. Since I have started the process of my refinance. They have been calling me, texting me, and e-mailing me several times a day. Today was the last straw. I had 3 calls from 11 am EST to 12 pm EST and on the third call I finally talked to some one and told them again I was leaving and that I would like not to receive any more messages about staying with them. At 3:14 pm EST I receive YET another phone call. I asked for a supervisor told them what was going on and yet again to stop calling me. At 6:11 pm EST I again received another message, this time via text message about staying with them. And now my wife is receiving e-mails from them both with in 25 minutes of each other. At this point I have considered this to be harassment.

  Customer Answer

  Date: 02/27/2025

  They called again today at 5:34 pm EST. 

  Business Response

  Date: 03/07/2025

  Dear: ****** & ******* *********
  
  We are in receipt of your correspondence addressed to the Better Business Bureau (BBB), dated February 26, 2025. Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns and have carefully reviewed your complaint. Based on our review, below is an explanation of our findings.
  We understand that receiving multiple calls can be frustrating.  We have updated our records to ensure you are no longer contacted regarding refinancing with us. Additionally, we have informed our loan officers of your decision so they are aware and can take appropriate action on their end. 
  If you have any further concerns please dont hesitate to let us know. We appreciate your time and the opportunity to address this matter.
   If you have any questions, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or email us at *********************************************************************************************************.
  Sincerely,
  Consumer Case Coordinator
  Reputation Management
  
  

  Customer Answer

  Date: 03/07/2025

   
  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,
  
  ****** *********