Complaints
This profile includes complaints for Reliance First Capital, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 42 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/02/2025
Type: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.
This company has been retaliatory with me in nature due to me calling them out for multiple RESPA violations , misapplication of multiple payments, wrongful foreclosure notices, inaccurate, willful, retaliatory , and negative credit reporting and inaccurate and fraudulent mortgage statements continue for the month of April 2025( Ive already received 2 inaccurate statements) the latest one is attached and the first was for $2495 Details:1. **Failure to Timely Participate in HAF Program** - Despite my eligibility, Reliance delayed enrolling in ******** ************************* (HAF) program until September 18, 2023, causing my initial application (February 2023) to be denied. This forced me into default & to reapply, creating unnecessary financial strain & undue stress.2. Misleading Communication - Reliance provided conflicting instructions about *** requirements, including falsely claiming foreclosure fees were deductible from *** funds. This caused confusion and jeopardized my ability to retain housing assistance. 3. Defective Inspection Process - Reliances third-party inspection vendor (CLT Inspections) failed to coordinate inspections properly in AprilMay 2024, requiring repeated resubmissions of documentation. This delayed critical repairs to my home. Harm Caused:- Initiall Denied HAF funds due to Reliances delayed enrollment. - Extended financial insecurity and emotional distress. -inaccurate credit reporting/retaliation/multiple RESPA Files to big to upload
Business Response
Date: 04/09/2025
We have been in continuous contact with this customer for some time to address her concerns. This customers claims that our firm violated RESPA or taken retaliatory actions are completely false. We continue to follow all guidelines and regulations, as well as providing all requested materials and documentation, as we continue to assist the customer and work to resolve the customer's concerns.Customer Answer
Date: 04/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Reliances response confirms they have been aware of these issues for some time yet continue to deny wrongdoing despite documented evidence of their failures. Below is a factual rebuttal:
1. "Continuous Contact Admits Knowledge of Failures
Reliance acknowledges prolonged communication about unresolved issues, including:
- *** Program Delays: Their 6-month delay in enrolling (FebSept 2023) caused my initial *** denial, forcing me to reapply and incur financial harm while also offering me another loan when the *** program was a grant.
- Defective Inspections: Reliances vendor, CLT Inspections, required 4+ resubmissions of repair documentation (MayJune 2024), delaying critical repairs.
2. RESPA Violations Are Documented
Reliances claim of compliance is contradicted by:
- Failure to Respond to QWR* Reliance ignored my Qualified Written Request (April 15, 2024) for insurance funds, violating RESPA 2605(e) (*see attached email chain*).
- Misapplied Payments: Reliance admitted in their May 8, 2024, **** response that *** funds were misallocated to foreclosure fees , a clear RESPA violation as well as confirming the misapplication of several other payments that caused wrongful acceleration and foreclosure notices.
3. Retaliatory Actions Are Evident
After I escalated complaints to the **** (April 23, 2024), Reliance:
- Issued inaccurate mortgage statements from December 2023-June 2024.I filed a lawsuit against Reliance for RESPA violations and breach of contract on 05/20/2024. Not only has Reliance continued to inaccurately and negatively report on my credit after I wouldn't accept their offer to suppress my credit from the time I purchased the home, they continue to issue false mortgage statements that contradict the partial claim that I accepted and was approved for lowering my payments and continue to inaccurately report on my credit and have failed to correct any of the inaccurate mortgage statements in an attempt to fraudulently take my home away from me. For example, I sent a certified *** on 03/20/2025 about an inaccurate mortgage statement for the month of April 2025 for $2495.00 when Partial claim stated that my monthly payments would be $1904.09. Instead of correcting this, they issued a second inaccurate statement on 03/28/2025 for the month of April in the amount of $2079.18. I cannot even pay the amount that I'm supposed to after accepting the partial claim because the incorrect amount due still reflects in their system.
(e.g., April 2025 demand for $2,079.18 vs. approved $1,904.09).
- ****************** proceeds for 8 months (JanSept 2024), worsening property damage and making me unable to restore my home in over 1 year.
Conclusion:
Reliances boilerplate denial ignores their own admissions of error and documented misconduct. Their claim of following guidelines is irreconcilable with the evidence.
Requested Action:
- Reliance must correct and admit all inaccuracies in writing.
- A senior executive must contact me to apologize and provide a valid and reasonable restitution plan actual and statutory damages .-Cease all current and further retaliatory RESPA violations.
-Correct my credit reports immediately from 2022-present
-Retrain entire company on customer service , RESPA, and Credit reporting
***** ***** ******
Initial Complaint
Date:07/17/2024
Type: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.
Have received phone calls 3 or 4 times a day for 2 months.Have contacted the Do Not Call Registery on several occasions with no success..Also contacted my carrier and was told that number being displayed was not a real number.The number they are using is ************.Business Response
Date: 07/17/2024
Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused. We have reviewed our records and confirm that we received an online inquiry featuring this person's number on January 16th requesting information about a mortgage. Our firm was not able to make contact with this individual nor did we receive any request to have the phone number placed on our Do Not Call list. As soon as we received this notification, we took immediate action and have placed the phone number on our Do Not Call list. Once again, we apologize for any inconvenience this may have caused. Should you have any further concerns or if there is anything else we can assist you with, please do not hesitate to contact us.
Customer Answer
Date: 07/17/2024
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 and the matter has been resolved.
Sincerely,
*********************
PS I never contacted them about a mortgage.
Initial Complaint
Date:06/26/2024
Type: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 in the market to get a loan, I went through lending tree. I received numerous calls and emails from various lenders. I chose the one I felt the most comfortable with. Reliance continued to contact me through phone calls and texts. I told them I chose another company. They continued calling, I asked to be taken off their list. I was told they would. Received another call and the gentleman was so rude, asking me why I chose a different company? What my payment was? I told him I asked to be taken off the list and to stop calling. He said some choice words and hung up on me. I just received ANOTHER call today and politely told the gentleman to take me off the list or I was going to do something about harassment. He told me he would. Im tired of these people calling me weeks and weeks after asking them to stop. My next step will be to file a harassment complaint.Business Response
Date: 06/26/2024
This individual's information has been placed on our firm's DO NOT SOLICIT list and should therefore not receive any more contact from our firm. We apologize for any unprofessional communication or interaction with any of our employees.Initial Complaint
Date:06/18/2024
Type: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 initially contacted lending tree to look for home lending information. I was in contacted by Reliance First Capital concerning lending options. After informing them that I went with a different company, I have been repeatedly called from several different phone numbers and texted a one *******************************, Trying to get me to do business with him. *** told him I no longer want to do business with him, and I have found the product I was looking for, and to please take me off their list. Instead, I continue to receive phone calls and text messages telling me that the decision that I made was the wrong one and that I should contact them in order to make the right decision. I informed him that if he continued to call it would be considered harassment and to take my number off their list. They then proceeded to call again (which I declined to answer) and another text was recieved. As far as a resolution is concerned, I would like nothing more than to have this company stop harassing me and permanently remove my phone number and information from their lists. This is terrible predatory business practice and hope that somehow they are penalized for doing this because if theyre doing it to me theyre doing it to thousands of others on a daily basis.Business Response
Date: 06/18/2024
This individual's information has already been added to our firm's Do Not Solicit list so he should no longer receive any contact from our firm.Customer Answer
Date: 06/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:It looks as though the complaint has been resolved however prior to the complaint being resolved as you will see in the screenshots I have provided, the gentleman attempted to take one more jab at me via a phone call before sending an email using an unrecorded phone call as an opportunity to vent his frustrations on the fact that I would not do business with them. After this phone call, during which I informed him that I did contact the Better Business Bureau and filed this complaint, it was only then that I received an email from their company thanking me for the opportunity to work with me and if I ever needed anything else in the future to contact them. So while the complaint seemingly has been rectified, I feel that their unprofessional attitude toward taking one final jab at a customer should be noted prior to closing the complaint. Because there is no doubt in my mind that that phone call was made out of spite toward me for having filed this complaint against them. It was completely retaliatory.
*************************
Initial Complaint
Date:06/11/2024
Type: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 receiving unsolicited text messages asking for contact to speak with a mortgage specialist. My phone is on the ** and National Do Not Call registry since Feb of 2018.Customer Answer
Date: 06/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I am concerned about your data verification efforts. I would like more information about the application that was submitted on my behalf to Reliance First Capital, LLC including name, address, email, phone number, browser info, ip address and any other pertinent information if possible.
Sincerely,
*****************************
Business Response
Date: 06/11/2024
Our firm received an online request for information on 06/09/2024 at 3:55:06 PM featuring this individual's contact information. That request supersedes any previous DNC activities. Per the customer's request, we have placed his information on our Do Not Solicit list.Business Response
Date: 06/12/2024
The individual reached out to our firm and we returned his call and sent an email. We will work with this individual to address his concerns.Customer Answer
Date: 06/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:While I appreciate your interest in doing business with this individual, I am concerned that he has provided my contact information fraudulently. I am receiving a host of calls, texts, and messages and am in the process of securing my accounts. I kindly request the information he submitted to your firm.
*****************************
Initial Complaint
Date:05/06/2024
Type: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 (unfortunately) got a mortgage through this company, and from the very get-go, it has been a total nightmare. I was VERY clear with my loan officer that I wanted to pay 50 percent of the mortgage per bi-weekly pay period at work, as i am paid twice a month, and don't want half my paycheck paying the mortgage and having lopsided finances every month. They said it was not a problem. Well, I paid $880 (50% of my mortgage) 2 Fridays ago, and it's still showing a full balance due because they dropped the ball and did NOT set me up with bi-weekly payments as I told them multiple times i wanted from day one. I reported this issue and was told i had to jump through a ton of hoops to get this fixed (paying fees multiple times, which will NOT be happening)....either refund my $880 to my bank account and ill make the full mortgage payment, or credit that towards the amount due and actually put me on the bi-weekly payment plan i requested from the beginning. I even said at the closing table, it better be set up that way, and of course you all did NOT, along with making me late on not one but ALL of my disbursements at close. I was told all those payments would reach the creditors before the due dates, and was slammed with HUNDREDS of dollars in late fees, because your escrow account mailed them all to ME instead of the creditors. UNACCEPTABLE!Business Response
Date: 05/09/2024
We have spoken with the customer, addressed his concerns, and identified a resolution.Customer Answer
Date: 05/10/2024
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 and the matter has been resolved.they are working with me to refund me the fees i incurred as a result of their company and title company they use not dispersing funds on time, etc.
Sincerely,
*****************************
Initial Complaint
Date:04/15/2024
Type: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.
******* at reliance 1st mortgage pulled my credit without my proper consent. He did not make it clear and I had told him I did not want a hard inquiry done. He could have and should have done a soft initial inquiry and talked about options 1st. Not just willy-nilly pulling people credit reports. This is obviously a common business practice for him and his company. All other companies I talked to understood and understand you don't go pulling people credit right out the gate and all the other companies agreed and said that right out the gate in our conversations.Business Response
Date: 04/15/2024
This customer's concerns have been addressed.Initial Complaint
Date:03/25/2024
Type: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 looking to refinance my mortgage and I contacted Reliance. I provided them my Information and they ran a credit check. I tried calling and emailing them several times to no avail. Which is quite worrisome. I have received no decision in favor or adverse which violates FTC consumer protection laws.Business Response
Date: 03/25/2024
Our Mortgage Analyst spoke with this customer late on Thursday afternoon, the 21st. The customer called a handful of times on Friday, the 22nd, after 3pm EST (after the Mortgage Analyst had left for the day). The Mortgage Analyst called this customer this morning and address his concerns.Initial Complaint
Date:03/08/2024
Type: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.
In January we received a letter in the mail that we overpaid by $11 and that the money was sitting in suspense. I called because I needed to pay the mortgage anyways and ******* I spoke with said that the previous months payment was in a suspense account because of the overpayment and was not applied. She applied the money for us and I paid the current months mortgage. Fast forward about a week or two and my husband's credit was knocked 100 points. Reliance had marked our mortgage as being 30 days late because they held our money in a suspense account. This was the middle of January. We are into March and our dispute was denied but was only informed when we called Reliance. In going through the denial, dispute department is saying that we were late. (My bank accounts prove otherwise). We transferred to a ******** Service "Supervisor" named ******** (Initials ***) who was absolutely unbearable. I couldn't speak because she would interrupt me every time. She is saying they have no way to actually track payments amounts and dates, that they can only track payments applied (a lie because the other rep did with ease). She re-opened the dispute but could provide no tracking number, reference number or ticket number. Apparently they don't track anything and you cannot contact the dispute department. I asked her to please listen to the calls with the other reps because they easily found the payments. She said she (as a supervisor) cannot listen to other peoples calls and that it must go through management but there is no way to contact management. We were informed that we have to provide our bank statements because they do not track any money coming in, they can only see money applied. We will be moving forward with legal action at this point. This company operates unethically, immorally, shady and illegally and destroys people's credit and livelihood with no regards or care to fix anything.Business Response
Date: 03/22/2024
We have spoken with the customer and we are working to address and resolve their concerns.Customer Answer
Date: 03/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The Business has made no movement with resolution, only promises to resolve. I do not want this closed out until an actual resolution has taken place.
***********************
Customer Answer
Date: 04/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The information was sent to them. They have copies of my bank information. They are rejecting it saying that my bank statement isn't sufficiently showing my payment. They are giving me the run around in an attempt to evade accountability.
***********************
Business Response
Date: 04/05/2024
Unfortunately the customer has not sent us any official documents which would allow us to further review the matter and assist in identifying a resolution. We continue to be in contact with the customer and hopefully they will gather the required information so the issue can be properly addressed and resolved.Initial Complaint
Date:02/07/2024
Type: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 an escrow account with *********************************************. They did not pay my city property taxes. I had to pay them so they would not be late since I am an employee of the Town. I began contacting Reliance in December. They stated it would be paid on time and it was not. I paid on January 5th. I have contacted Reliance at least six times and have not been refunded. On January 17th I received an email stating it would be resolved and to contact this person by email. I have emailed three times since the 17th of January with no response. This company is holding my funds and not responding to my calls nor emails.Business Response
Date: 02/07/2024
Our **************** sent a payment to this customer's Tax Collector on Dec. 15th, 2023 but that payment was never processed (and we we were not told why). The payment was returned to our **************** on 2/4/2024 and the customer's account has been credited for that amount.
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