Complaints

This profile includes complaints for National Asset Mortgage, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  National Asset Mortgage, LLC

  4350 Saint Andrews Rd STE F Columbia, SC 29210-4169

  
• 

  National Asset Mortgage, LLC

  PO Box 1517 Irmo, SC 29063-1517

  

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:03/03/2025

  Type:Billing 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 lived in the same house for over 2 years. My mortgage went up almost $400 because they claim that my escrow account wasn't fully funded. My taxes and insurance haven't went up at all since I've lived in this house and that was personally verified by me. I have made several attempts to resolve the issue and have gotten nowhere with National Asset Mortgage. They are always rude and disrespectful when I call and never seem to know the answers to any question I ask.

  Business Response

  Date: 03/05/2025

  National Asset Mortgage, LLC, ("NAM"), has spoken with this consumer, at length, on more than one question. It was explained to him that due to a recent annual escrow analysis, performed by NAM per Federal and State guidelines, the current escrow account was insufficient to be able to pay property taxes that would be owed and the monthly escrow portion of the payment would have to be increased to meet that obligation. It was explained and demonstrated that the account was boarded, to be sub-serviced by NAM, by the owner of the mortgage at a lower than required escrow amount, once the property had later been assessed for the full year taxes owed. The owner, (investor), of the mortgage, actually advanced the shortage to McLean County in order to pay the tax bill, even though all property taxed are the deed holder's, (this consumer's), responsibility. That is why their monthly escrow obligation has increased. 
  

  Additionally, NAM staff participated, professionally, in their engagement with this consumer, to try to explain the situation. This consumer grew agitated and profane on the most recent call, NAM did not. respond, in kind.

  This consumer was delivered a Loss Mitigation application for their review and return, if they are having difficulties meeting their updated payment responsibilities.

  National Asset Mortgage, LLC

  Customer Answer

  Date: 03/06/2025

  I am rejecting this response because:

  NAM's business practices are deficient in professionalism. Despite repeated attempts to contact a representative for clarification regarding the issue, my calls consistently result in voicemail or necessitate multiple attempts to connect. While I acknowledge my responsibility for property taxes and insurance, a more expeditious resolution would have been appreciated. These factors contribute to my overall dissatisfaction with NAM.
  
  Sincerely,
  Zachary H*****

• Initial Complaint

  Date:07/24/2024

  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.

  The housing company has forced us to accept their insurance that they sell it is $50 a month I've carried it for almost a year now they're upping it by another $60 there is a hole the size of a softball or a bowling ball in my roof that squirrels have eaten through and I water damage is on the inside and outside birds come in bugs you name it I have been making a complaint about this roof for about 9 months now and they just informed me that the deductible is $5,000 and no paperwork when the insurance was introduced did it say anything about a deductible let alone $5,000 deductible the insurance does not cover fire water wind rain trees act of God so pretty much nothing and the price is going up another 60 bucks it's just ridiculous it's taking me nine months just to get it an answer out of them I have texted and emailed them several times asking them what is going to go on with the roof are you guys going to fix it or what and it seems like they couldn't come up with an answer so they just threw it out there and said oh the deductible's $5,000 and I told him I said there was no mention anywhere at all of a deductible let alone a $5,000 deductible I wanted to be investigated and looked at also they said my taxes have went up by $17 I own one lot it's a lot number 53 and Shiloh Ohio my neighbor owns two lots I paid double what they pay every month since I have lived here for 17 years I have paid double for one lot versus my neighbors who have two lots I would like that to be looked into as well especially when the fact they're saying that it's also going up by $17 I've also have a serious question I've been here 17 years this is 30-year fixed loan and they still continue to say I owe $30,000 that's how much the house was when I got it.

  Business Response

  Date: 07/26/2024

  This consumer entered into an Agreement, ("AFD"), for Deed,June 21, 2011. This AFD required that the Vendee(s), the Complainant, per Paragraph 4 of their AFD,"Keep the buildings on said premises insured by some company satisfactory to the deed holder..."). This Vendee did not comply with that requirement and as a result the deed holder/Vendor placed an insurance policy on the property to protect their interest, which this Vendee was notified of as required by regulation, by the provider of the policy. This consumer has had the option to provide their own, acceptable, homeowners insurance policy on this property, at which time, the deed holders policy would be discontinued. National Asset Mortgage, LLC, ("NAM), as a third party sub-servicing agent of this asset on behalf of the Vendor, has no record that such policy is in effect.

  NAM believes it has acted appropriately as the intermediary between the deed holder an this consumer.

  Management,
  

  National Asset Mortgage, LLC
  

   

• Initial Complaint

  Date:04/23/2024

  Type:Billing 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.

  on 11/01/2023 James & Meredith received a letter from National Asset Mortgage that there was a deficiency of our escrow account. National Asset Mortgage took over our loan from AHP Servicing. I have provided National asset that is was an error on AHP and they are charging us instead of going after AHP. Attached is the canceled check and an email from the insurance company stating the check intended for our escrow did not clear.

  Business Response

  Date: 04/26/2024

  National Asset Mortgage, LLC, ("NAM"), has been working with the current mortgagee and former servicer to resolve the escrow funds transfer.

  NAM expects to have a resolution to this consumer's account completed at some point during the week of April 29, 2024.
  

  Customer Answer

  Date: 04/28/2024

  We made National Asset aware of the issue in July 2023 because we received a letter from our insurance company stating our insurance had lapse because of lack of payment. We have spoken to Dewayne & Brittany Long on several occasions and was told we need to reach out to the third party company that handles their escrow accounts. We refuse to pay the shortage because we've paid it once through our escrow account once. National Assets now are charging us 200.00 in late fees

  Customer Answer

  Date: 04/30/2024

  I am rejecting this response because: We made National Asset aware of the issue in July 2023 because we received a letter from our insurance company stating our insurance had lapse because of lack of payment. We have spoken to Dewayne & Brittany Long on several occasions and was told we need to reach out to the third party company that handles their escrow accounts. We refuse to pay the shortage because we've paid it once through our escrow account once. National Assets now are charging us 200.00 in late fees
  
  Sincerely,
  James & Meredith W*****

  Business Response

  Date: 05/05/2024

  National Asset Mortgage, LLC is reviewing the consumer response and will either have a decision on this response, sometime in the next week.

  Customer Answer

  Date: 05/08/2024

  Just heard from Brittany at National Asset. They have resolved the issue

• Initial Complaint

  Date:02/20/2024

  Type:Delivery 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 paid off my mortgage with National asset mortgage company 09/28/2023 and we are getting the run around about the deed. We have emailed and called numerous times and still no resolution other than it’s in process.

  Business Response

  Date: 02/22/2024

  National Asset Mortgage, LLC, ("NAM"), is currently working to try to facilitate the conveyance of this customer's deed to him. NAM is a third party service agent, not the owner of the collateral which was paid off. It is normally the investor's responsibility to handle the deed conveyance, or mortgage satisfaction recording, not NAM's. NAM will keep this consumer informed of the progress.

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this company is reporting on my credit as a traditional home loan/mortgage loan. we have a contract for deed. not a loan. this company also cannot provide me information for the 1st 2 years of pay receipts. they cannot tell me who owns my deed. they cannot provide me with who they are paying when it comes to my "rental" payments. until i explained to them that the harassing phone calls needed to stop and were against the law they would call me 7 to 10 times a day. they send someone to my house yearly to take pictures through my windows to "prove" we live here. i dont care at this point if im late on my payments. they are scamming us and to date i have paid approx 86,000 and still owe approx 50,000 on a 55,000 dollar beginning balance. how is this after almost 12 years of paying this company. this company also does not appear on any google map or any other map i have looked at. the address they state is theirs shows up as a fitness gym or empty warehouse. the address provided on correspondence also do not exactly match the address on google maps. my county auditor also stated since 2018 the deed has been sold and we are nowhere to be found in association with our property. when i asked the company who they had listed as the deed holder they could not directly answer me and after asking several time they named someone totally different than what my county auditor has on there current file. when i asked for information regarding my property two separate times they sent me what they called a "courtesy letter" and refused to give me information about my property. the letter sent to me appears to be fraudulent. there is no loan information. no call back number. no address. and no signature or account manager information. i feel as if there is no "loan" information due to the fact that this not a traditional home loan/mortgage loan. a contract for deed is supposed to be a rent to own deal. this company needs to fix this issue and give no excuses/nasty replies like they do everyone else on here. or how about refunding me and my husband the money they have scammed us out of. and taking this off of our credit report as a home loan of any kind.

  Business Response

  Date: 08/29/2023

  The Damron's requested a pay history for the account encompassing the time since it was originated and a copy of the deed.

  National Asset Mortgage LLC, ("NAM"), began sub-servicing the account for the investor at that time, March, 2014. The pay history sent included the entire time NAM has sub-serviced the account, to date. It was sent as a courtesy since the Damron's receive a monthly account statement every month. It appears the deed had been conveyed from the original investor to the current investor in 2018. The Damron's were encouraged to check with their County Recorder's office for any information recorded with them regarding the chain of title. NAM does not provide chain of title information because there is generally a cost and time involved and is also readily available at the local recorder's office. The instrument was executed by Donald Damron and Christina Jenkins and is a Contract for Deed and Note.  The deed will be conveyed to them once the Contract for Deed is paid in full. An Automated Universal Data request, ("AUD"), was submitted to the credit bureaus on August 13, 2023 and again on August 28, 2023, reflecting that this is an "Installment" account. It may take up to 60 days for any updates to reflect on the consumer's credit bureau accounts.

  If the Vendee's feel they will be having difficulty making payments, NAM will send a Loss Mitigation Application packet to them, for their review. NAM will in turn review a fully completed Loss Mitigation Application if one is returned, by them, with all required documentation included. The result of the review and recommendation by NAM, to the investor, is dependent on the Vendee's documented ability to repay the Contract for Deed.

  Sincerely,

  National Asset Mortgage, LLC

   

• Initial Complaint

  Date:08/07/2023

  Type:Customer Service 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 would like them to send my June payment over to the new mortgage company (State b*****).

  Business Response

  Date: 08/09/2023

  National Asset Mortgage, LLC, ("NAM") collected Heavenly G*****'s payment after the asset had transferred to a new mortgage servicing agent. NAM has had several communications with Ms. G***** confirming that the payment taken from her, by NAM, was wire transferred to the new servicing agent, giving her the date of transfer and the amount of that transfer for her account.

  NAM communicated with the new servicing agent confirming receipt of that wire transfer by them.

  Ms. G*****'s account at NAM is no longer active and NAM considers this issue completely resolved.

  Thank you,

  National Asset Mortgage, LLC

   

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I refinanced with Rocket Mortage in March of 2022 and currently they are the lien holders I attempted to refinance recently only to find out that National Asset Mortgage has never released and signed my deed to Rocket Mortgage. Rocket Mortgage has attempted on more the 50 occasions to retrieve this deed as well as I with no success. Basically they are refusing to release the deed even though they no longer own it. They're not friendly and fraudulent. They also reported me to the credit bureaus for non-payment like so many others in the reviews. My rent was paid however, once they found out I was refinancing they lied about me being delinquent. Where are the hearts in these people? I have a lawyer on stand by because I feel I will never get the deed to my home without court action. I cannot refinance without this deed so for once do something that is good and Godly and give me the deed to my house so that Rocket Mortgage can record it and I can move on with my life

  Business Response

  Date: 07/13/2023

  National Asset Mortgage, LLC, ("NAM"),  has repeatedly reached out to the investor/deed holder regarding the need to execute a warranty deed for the benefit of this consumer. NAM even went to the extra lengths of having a warranty deed prepared and sent to this investor for signature and recording for conveyance of ownership to Winnifred Thomas. NAM is not responsible for deed conveyance once an asset is fully paid off/satisfied, only to notify the former investor of their requirement to have the property conveyed. NAM will keep trying to contact the investor to fulfill its obligation.

  Managment

  National Asset Mortgage, LLC

   

   

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nation Asset Mortgage use to be the service lender for my house but now I have a new service lender. I'm trying to get my mortgage payment history from Nation Asset Mortgage so I can refinance my house and they keep telling me that no longer have my payment history. They have made a mess of all my paperwork since the beggining. All I want is the payment history. Can you please help?

  Business Response

  Date: 03/14/2023

  The asset referenced by Belinda S****** appears to have been sold by the former investor/owner of the asset and transferred from National Asset Mortgage, LLC, ("NAM"), to another servicing agent, in or around, November 2021. When an asset is transferred, all of the associated financial data is provided to the new servicing agent for the asset, on the transfer date. If the new servicing agent has any issues with the transfer data, they would have notified the former servicing agent, NAM, and would not have accepted the transfer, The transfer occurred, therefore the new servicing agent was satisfied with the accuracy of the data provided by NAM. The new servicing agent should be able to provide Ms. S****** with all of her loan history data.

• Initial Complaint

  Date:01/05/2023

  Type:Billing 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.

  Back in November I got my bill for December payment it said 0.00$ so I called to find out if it was a mistake they told me no I didn’t have to pay anything for December. So in December I got my bill for January and I have to pay a double payment cause I didn’t pay in December after I was told I didn’t owe nothing I tried calling them when I asked for a supervisor they give me 2 different reasons why I can’t talk to him he’s not in or his computer is down every day I call or they just hang up on me soon as they answer the phone

  Business Response

  Date: 01/05/2023

  The issue Mr. J****** is referring to in this complaint has previously been responded to. There was an entry error regarding his account. Applicable adjustments were made, this consumer incurred no charges due to the error, his account is current as of the month of January 2023. This was previously conveyed to him, prior to the filing of the complaint.  National Asset Mortgage, LLC considers this issue as resolved and the complaint, closed.

  Thank You,