ComplaintsforMovement Mortgage, LLC

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Company double charged me for my morgage payment leaving me in the negative in my account. When I called, they are gaslighting me that its my fault. when I demand a refund, they are telling me I need to send them a copy of my bank statement to proove it even though they see it on their side. No one should ever be expected to provide banking details EVER with the amount cybersecurity issues companies expose their customers to. Now no matter what, I am being told that everything takes 10 days to even consider returning my money. ***** are allowed to charge us late fees and bounce fees but tell us to "deal with it" when they double charge me. I refuse to accept that its 'MY fault".Now I am in the negative for the remander of the month and will prob get bounce fees from other bills that will not be paid by Movement.

  Business response

  07/31/2024

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement is providing the attached response which directly addresses each concern raised by the consumer. In response to the complaint, Movement has reviewed the mortgage loan file and interviewed various employees involved with the loan in question. Movement considers this complaint to be closed and does not intend to take any further action on this complaint.???? 

  Customer response

  07/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to formally file a complaint against Movement Mortgage, a financial institution I have been working with during my home renovation project. Movement Mortgage has demonstrated negligence and a lack of due diligence in handling the financial aspects of my project, which has resulted in significant setbacks and financial loss. Movement Mortgage's handling of this process was fraught with negligence and oversight, leading to the following issues:Improper Approval of Material Draw: Movement Mortgage allowed the initial material draw of funds to be approved on November 6, 2023, before the necessary permits were in place, which were only approved on February 6, 2024.Failure to Require Proof of Purchases: The representative from Movement Mortgage, never required proof of purchases, invoices, or receipts either before or after the material draw, despite the significant delay in the project timeline. This negligence allowed the contractor to misuse funds, with no accountability for material purchases.Neglect in Monitoring Project Progress: Movement Mortgage failed to monitor the project's progress effectively, despite the lack of advancement and completion from contractor. This oversight further exacerbated the project's delays and financial misuse.The negligence demonstrated by Movement Mortgage has significantly impacted my family's well-being and financial stability. We are currently living in a compromised environment due to incomplete work and have suffered financial losses due to the misuse of funds and project delays.

  Business response

  07/29/2024

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has contacted the consumer to discuss her discuss and has amicably resolved same. As such, Movement considers this matter closed. 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since April of 2024 I have made countless attempts to work with Movement Mortgage to obtain the overpayment refunded escrow amount of $9,880.52 from The District of Columbia tax office. They have not properly responded and I have exhausted all efforts. My current mortgage has increase by approximately $1300.00 due to the lack of effort from Movement Mortgage. This is completely unaffordable and I'm starting to believe this is intentional.

  Business response

  07/22/2024

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has contacted the consumer to discuss his concerns and to advise that Movement is actively working to resolve same.Movement is presently waiting on the receipt of the tax refund and will then update the monthly payment to remove the escrow shortage. Movement is confident it will be able to satisfy the consumers concerns and anticipates an amicable resolution.  

• Initial Complaint

  06/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We are a seller, with a buyer who employed Movement Mortgage. We had an item that could not be completed so agreed to an escrowed amount of 150% of the anticipated cost. This was agreed to on May 9, 2024. Work was completed and signed off on by all parties on June 4, 2024. I requested the overage to be returned via wire, but MM refused and decided they would use ***** Despite having 20 documented with our correct address, they mailed the check to an address that doesn't exist, so we've never received it. It was dispatched from an office less than 2 hours from our existing home, so after 10 business days we can reliably conclude it will never arrive. Two phone calls and an email to the company have resulted in no movement. From my perspective this has gone beyond incompetence and to theft (the address was trivially verifiable non-existent). The amount is over $4000.00. We expect this to now be wired to us (our wiring instructions have been provided multiple times to the company. I understand we are now also entitled to interest since the money was held over 30 days and not dispatched within the allowed time frame.

  Business response

  06/18/2024

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has sent the consumers funds to the correct address via Federal Express with a confirmed receipt on June 18, 2024. Movement apologizes for any confusion and/or frustration experienced by the consumer and considers this matter closed.

  Customer response

  06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. There are a number of things that could and should have been handled better in my opinion which I've communicated to the company. 
  
  Thank you. 
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This all started after purchasing my home back in end of October of 2021. I was able to get my tax exemption from the city from being a veteran and going into 2022, my taxes were not calculated properly. I was short by over 2k and have to add this on my payment over 12 months to pay off. This unexpected increase really was not good for me. I have to go in a hardship in September 2023 and my loss migration package was not properly updated and completed like I submitted. I have to submit this lengthy package twice and I was in hardship and homeless at the time. After, finally getting the package over to them, I was told that they couldnt do anything for me due to having a VA loan. I told them why would your representatives have time do all of these paperwork, if I didnt need it. So, from dealing with reps that are not on the same page with regards to my account and taking notes on what I informed them to harassing me with phones call and send unnecessarily mail to my home. I have inform them that one, I want paperless service and stop mailing me letter and two, if I schedule a payment online, there is no need to two me up to 3 times a day about payment that I have set up already. They asked me about payment and I already tell them that I have one set up already and they like oh ok well didnt see that. I feel like I am being harassed and not help at all with Movement and am stressed out from the mailing letters and constant calls.

  Business response

  06/20/2024

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has made multiple attempts to contact the consumer to discuss his concerns, but was unable to connect. As such, an email was sent to the consumer with contact information should the consumer wish to reach out. In the meantime, Movement is actively investigating the consumers concerns and anticipates an amicable resolution to same.?? 

  Customer response

  06/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a home mortgage with Movement Mortgage powered by ServiceMac. I have paid my payments on time from the beginning. I have tried many times to discuss this issue with them without assistance. June 11th, 2024 I went on line to check my mortgage information to make sure all was still good. In order to protect myself from the yearly taxes. I have been putting in an additional amount to ensure that when the taxes come out it will not be a large amount at once. When I bought the home the taxes at the time were based on the land value and not the land with the home being built. So yes the taxes are low, but they will jump this year. In order to protect myself from a large increase I have been setting up additional payments to the escrow account. When I logged in June 11th. They have processed a check back to me for the additional amount. I want to be able to control a mortgage in the way I choose. Please start listening to your customers and not to the automated process.

  Business response

  06/18/2024

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has contacted the consumer to better understand her concerns. As agreed to by the consumer, Movement will place a stop on the current overage check and deposit it back in to the consumers escrow account. ********************** will also provide the consumer with an escrow removal form,which she will then complete and submit for review. Finally, Movement will provide follow up to the consumer as these steps move forward. As such,Movement trusts the consumers concerns have been addressed at this time and anticipates an amicable resolution to all outstanding issues.

  Customer response

  07/18/2024

   
  I am rejecting this response because:
  

  This complaint has not been completed. Their response is not acceptable due to their own response and I quote " Movement trusts the consumer's concerns have been addressed at this time and anticipates an amicable resolution to all outstanding issues". is a complete and utter lie. Once they responded to the complaint the remaining issues are still open without a resolution.

   

  Website will not accept scheduled payment on the day I am requesting. I sent them screenshots of the problem errors I was getting. Their IT department hasn't been able to resolve me not receiving communications regarding my account and tried to blame my settings. This has been going on for 3 wks. I think I have been patient enough. I was never informed that my payment was increased. All they said is we sent an email I replied to which you know I am not getting them and your IT ***** keeps saying they are working on it. Now I can't get anyone to call me. So not this hasn't been taken care of at all.

   

  ***********************

  
  

  Business response

  07/22/2024

  Movement Mortgage, LLC (Movement)is in receipt of the above-referenced rebuttal complaint that was filed with the Better Business Bureau. Movement asserts that, since mid-June 2024, a representative has been in regular contact with the consumer to address her various, servicing-related concerns. Most recently, a Movement representative attempted to connect with the consumer via phone, twice, on July 19, 2024, and sent a follow up email. At this time, a monitored case remains open, and a representative will again reach out to the consumer on July 23, 2024. Specifically,with regard to Movements website allegedly not accepting scheduled payments, please note that a consumer will not be permitted to schedule more than one payment per day to draft; this stop is in place to avoid consumers from accidentally making duplicate payments. Any multiple payments the consumer therefore attempted to schedule on the same day would have been stopped. With regard to the consumer not receiving emails from Movement, it was determined that the consumer unsubscribed from Movement emails on August 22, 2023. Given the foregoing,Movement trusts the consumers specific concerns relayed in her rebuttal complaint have been addressed at this time and Movement will continue to communicate with the consumer to ensure any ongoing concerns have been satisfactorily resolved. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a dispute concerning the unauthorized withdrawal of a mortgage payment, that followed a legitimate authorization for withdrawal. Initially I attempted to resolve the issue with Movement Mortgage, who offered to send me to different departments, and claim this was a collection payment. Since January I turned off automatic payments, due to the massive rise in cost, and change in occupation. I fell behind during that time, and was able to catch up by the end of may. In order to bring my account into good standing, I authorized a payment of ********, to come out on the 31st of May, bringing my account current, with the next payment of ******** due by the 15th of June. I scheduled this payment on the 21st of May, with a process date of the 31st. I received a call on the 29th of May at 10:43am, I returned the call at 11:15am. They called requesting I process the payment on that day. I agreed, and requested the payment I previous scheduled be cancelled. I received confirmation of this cancellation the same day, along with an email confirming the new date. There were no auto-pay payments set, and only scheduled payments were scheduled by movement mortgage themselves. 3 Jun 2024, I woke up to a massive negative balance, solely due to movement mortgage taking ***** for a Jun payment, which I didn't schedule, and I was told I had until the 15th (which has been the standard since I bought the house). When I called, the agent said I was still past due, and this was a collection payment, and I would have to talk to the collections department of movement mortgage. This is absolutely false, and attempt to fraudulent charge me over ***** in charges that are fictional, and were fabricated by this supposed mortgage company. I have filed a fraud claim with my bank, and demand you all withdraw that fraudulent charge, and return the stolen funds. This has taken away all ability to buy necessities and pay other bills, as a direct result of this theft.

  Business response

  06/05/2024

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has contacted the consumer to discuss his concerns, is actively investigating same, and anticipates an amicable resolution.  

  Customer response

  06/05/2024

   
  I am rejecting this response because: The last correspondents I had was from ********************** (maybe wrong spelling), and the only thing she addressed was giving me her contact info, absolute no other contact has been received, and absolutely no follow up to them accepting the rejected payment, with no additional penalties. The only organization that has responded and closed ends are you all BBB, and my bank. Movement mortgage made absolutely 0 efforts to resolve this issue, or provide an update on their investigation. I reject this lie that was  told to you by movement mortgage. I have not missed a call since I spoke with ********* on 4 June at 8;52am (in which I reiterate, she specifically stated she will conduct an investigation and follow up, and only called to give me her contact info, without even looking at the complaint, instead choosing to read what I wrote). This recital of my complaint, with contact info, is not what I envisioned when they said they were conducting an investigation, in which on multiple occasions the rep accused me of lying, so I absolutely want this to continue, but with a representative that will actually respond. ********************** (or however you spell it), absolutely did not in anyway resolve or even attempt to resolve my complaint. 0 attempts. I request we continue this complaint with movement mortgage. Thank you
  
  

  Business response

  06/10/2024

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced rebuttal complaint that was filed with the Better Business Bureau. Movement has provided the attached response which adequately addresses the consumer's concerns. Movement therefore considers this matter closed.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unable to get anyone at Movement Mortgage to provide me with a payoff amount for 4/29. Had to use Outstanding Principal Balance from most recent statement knowing it wouldn't be exact but close. They LOST THE CERTIFIED CHECK sent on 4/24 and delivered to them on 4/28. Unable to get resolved for a week. Left multiple messages, called supervisor requesting a call back and a plan of action to resolve problem. Finally called general customer service number on 5/6 to be told that check had been found and forwarded via ***** on 5/3 to new mortgage company that mortgage had been sold to. Movement mortgage is HORRIBLE from start to finish, I wouldn't recommend them to finance the purchase of anything.

  Business response

  05/10/2024

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has contacted the consumer to discuss her concerns, is actively investigating same, and will follow up with the consumer on May 13, 2024. Movement fully anticipates an amicable resolution of the consumers concerns.

  Customer response

  05/11/2024

   
  I am rejecting this response because:  Movement has lied to me multiple times and refused to be forthcoming with requested payoff information or action to apply my submitted check.  I will accept AFTER they have done what they have said they will do but not until.  This has all been unnecessary as a simple response to initial requests for information or a phone call with a couple of questions should have cleared up any 'confusion' they had about what to do with a check.  That this has gone one and one for so long is absolutely ridiculous. 

  I have many more documents that I can provide but was not able to add them all.  The four page log I tried to keep of phone calls, events, emails, etc. is surely missing something as it has been more than overwhelming.  This has affected my health - both physically and mentally -they need to provide satisfactory action tomorrow.

  I have requested the name of *********************************** supervisor and to speak with someone above him at the **************** and that was denied.

   

  *********

   

  
  

  Business response

  05/17/2024

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced rebuttal complaint that was filed with the Better Business Bureau. Movement asserts that it has undertaken a full review and investigation of the consumers concerns and appropriately addresses same in its response to the consumers CFPB complaint, which was posted on May 17, 2024. Movement trusts the consumers concerns have been met and considers this matter closed. 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went through a hardship last year because our construction business was slow due to the horrendous interest rates on homes. I went through months of a loan modification with Movement Mortgage, which they promised me would not affect my credit. I am current on all my payments and jumped through all the erroneous hoops that they made me jump through to get the modification. Today, I noticed that I had a credit monitoring alert saying that I had a Major Derogatory on my credit. I clicked on it and found that Movement Mortgage reported that I was 90 days late on the month that I did not have to pay because of the loan modification. This has dropped my credit score considerably and my business, and everything else in my life, is affected by this!!! I called up Movement Mortgage today and they started talking in circles, saying that there was a credit on my account and I needed to send in a form, etc. I spoke to a supervisor, ************** #RHO, that said that they can open up a request but it could take days, weeks, until they can get around to it. I asked to speak to that person's manager but they refused to speak to me! This is unacceptable! This is their mistake; Movement needs to clear up my credit report now, not when they feel like it!

  Business response

  05/07/2024

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has contacted the consumer to discuss his concerns, is actively investigating same, and anticipates an amicable resolution. 

  Customer response

  05/08/2024

   
  I am rejecting this response because:
  

  I appreciate that Movement is FINALLY taking my complaint seriously and not brushing it off like ******, the Customer Resolutions Professional at **********************, has done for the past couple weeks.  Every Movement employee told us again, and again, that the loan modification would not affect my credit AT ALL.  I pulled my credit reports from Equifax and Transunion, and sent them to ******************************* to rectify my credit.  It's been a couple days since and I have not heard back from *******, so I need to reject their message so that it does not close the case.  I'm looking forward to Movement Mortgage doing the right thing and reporting to all three credit bureaus that I pay as agreed.

  -*********************

  Business response

  05/13/2024

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced rebuttal complaint that was filed with the Better Business Bureau. Movement has contacted the consumer again to discuss his concerns, provided a brief update of its research, and anticipates an amicable resolution once Movements investigation is complete. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I used Movement Mortgage for a home loan Account #*********. I closed on 9-15-23. I wasnt offered the down payment assistance up 25k in grants . I have tried to resolve this issue with them but the loan officer no longer with for them. They emails t have gone unanswered. Their customer service cant seem to steer me in the right direction. I have been given the run around for the last two weeks.

  Business response

  04/24/2024

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Initially, Movement would like to note that different down payment assistance (DPA) programs carry different eligibility requirements and not every buyer is entitled to every program. With regard to this complaint, as the consumer did not mention a specific DPA program, Movement can only presume she is referring to the NJHMFA DPA program. Given that the consumers DTI was over 50% and closing was set for under sixty (60) days, the consumer would likely not have qualified for that DPA program, hence why it was not offered. As such, Movement trusts the foregoing addresses her concerns and considers this matter closed.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩