ComplaintsforMovement Mortgage, LLC

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I refinanced my current VA home loan with Movement Mortgage. I wanted to have the escrow balance added onto the new loan while getting a wire for the entire balance (for example original loan $500K escrow: $5000 new loan: $505K while $5K goes to me). I did get an escrow refund but it was $211 not the $5,900 I was owed. No one at Movement including the customer service department nor my original loan officer can tell me where the money went. I was even told to call the title company but they have nothing to do with escrow checks. It is as if the money just disappeared into thin air.

  Business response

  11/15/2021

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has reached out to the consumer to explain that her escrow funds were utilized to pay her taxes, as properly disclosed to her, and to apologize for any confusion. Movement also offered to provide a gift card as a gesture of customer service. ********************** trusts that the consumers concerns have been addressed but remains available should she have any further concerns.

  Customer response

  11/20/2021

   
  Complaint: 16113000
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We realized that our monthly mortgage payment was up by $100 due to an escrow shortage. They were able to work with us on keeping our payment low and extending the total shortage amount for 60 months on a phone call made to *********************** on October 9th. As for the October payment we needed to separate it in order to make the payment. $1500.00 to take out for October 9th and $319.06 to be taken out October second. She let me know the payments were scheduled and we were on our way. On Friday, October 22nd I called in to make sure they have the payment scheduled to take out on the 22nd and they let me know that there was nothing in their "system" that showed we had a secondary payment set up and requested we go ahead and pay over the phone. So I did. October 26th another payment for the same $319.06 took out so we ended up double paying. I called them that day and they told me that they still couldn't see the scheduled payment. I requested a refund, making sure to be clear that we needed a refund to our bank account since, for us at least, that money is nothing to sneeze at and we needed it desperately. They let me know the best they could do was have that money into our account by November 2nd. When I requested a refund I would have thought it was clear that that is what it was. But who ever I spoke with took it upon himself to apply it to our principle. I only found this out today, Nov. 1st when i spokewith ****** and he spoke with his manager *******. He informed me we would have to wait another 5-7 business days for a check to be mailed since it is a cash transaction, stating it was "expedited." I then got my husband on a 3 way and ****** then said he can put in a "request" to refund us by wire and I gave him our account information. He said if that request does not go through then the check will be mailed. This is absolutely unacceptable and find it hard to believe that this process should take this long to get money back let alone be this complex. Terrible company

  Business response

  11/08/2021

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has reviewed the consumers loan file and contacted the consumer regarding her complaint. At this time, the consumer has received the requested refund and Movement considers this matter closed. 

  Customer response

  11/08/2021

   
  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

  10/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Movement Mortgage didnt refund my appraisal fee. I was in the process of purchasing a home. The home inspection was unsatisfactory, and I choose to not purchase the home. Movement Mortgage was to cancel the VA home appraisal but did not. I was told by ************************************* the branch manager that the VA did the home appraisal and I couldnt get my money back. When I asked for a copy of the appraisal, she replied the home appraisal was not completed, and that if I used Movement Mortgage the VA home appraisal fee would be waived. I no longer want to use Movement Mortgage to purchase a home and want my VA home appraisal fee back.

  Business response

  10/25/2021

  Movement Mortgage, LLC (“Movement”) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau.?Movement has contacted the borrower to discuss his complaint and has amicably resolved his concerns.  

  Customer response

  10/26/2021

  
  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

  08/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Regarding my loan #XXXXXXXXXX with Movement Mortgage, they have misappropriated my funds and reported late payments to the credit bureaus even though I have NEVER been late on a payment to them. My credit score dropped by 103 points due to their negligence and incompetence. I have attached all the correspondence and supporting documentation regarding my attempts to pay my mortgage on time every month and the HORRIBLE customer service I have received over several months of trying to rectify the fact that they are rejecting my ON TIME payments and blaming me for being late. Even my financial institution, Bank of America has been trying to send them proof of my NEVER having sent a late payment to them with no avail. This company is INCOMPETENT, and now I think they may even be conducting some sort of fraudulent business whereby they misappropriate the funds of the consumer and then give them the runaround then suggest they pay again so their credit is not negatively affected!!! FRAUD

  Business response

  08/31/2021

  Business Response /* (1000, 7, 2021/08/23) */ Movement Mortgage, LLC ("Movement") is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Upon receipt of the complaint, Movement investigated the consumer's concerns and learned that its servicing partner, **********, has been in active communication with the consumer to address and resolve her payment concerns. Movement anticipates that the consumer's concerns will be amicably resolved in a timely manner. Consumer Response /* (3000, 9, 2021/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I DO NOT accept their response. I was never told their "servicing partner" ServiceMac was handling my complaints until I read it here in their weak response to my complaint. No wonder there is no resolution. Movement Mortgage has shoved off the issue to someone else so they don't actually have to deal with their own clients. I am STILL in constant communication with their representatives who continue to ask me for items that have already been sent. I have had my banking institution conference call and also send them items they have requested directly from my bank to prove that I paid them on time. They still have not resolved ANYTHING. In addition, they have "lost" one of my payments and keep asking me to pay it again, but they haven't returned the payment to me. So, I think that perhaps fraud may be at play here in addition to the incompetence. They have ruined my credit and still are not correcting their mistake of negatively reporting a late payment to the credit bureaus. See attachments showing the negative credit report as well as the proof of payment ON TIME as well as their retuning the payments. Business Response /* (4000, 11, 2021/08/25) */ Movement Mortgage, LLC ("Movement") is in receipt of the above-referenced complaint rebuttal that was filed with the Better Business Bureau. Movement is working in conjunction with its servicing partner, ServiceMac, to research and address the consumer's concerns; Movement has not "shoved off" the complaint onto someone else and has been actively involved in bringing the consumer's concerns to resolution. Further, as Movement has informed the consumer numerous times, her alleged missing payments were never received by Movement; any payments that were received and rejected by Movement have been promptly returned. Movement continues to be in contact with the consumer and has informed the consumer, in detail, of the steps needed to remedy her payment concerns. Movement urges the consumer to comply with its process so that her issues may be resolved in a satisfactory manner. Consumer Response /* (4200, 13, 2021/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response. It was refreshing to finally get a response from Movement Mortgage rather than various reps from its servicing partner, although it was never made clear to me that I wasn't communicating directly with Movement reps from the beginning. Firstly, I want you to know that I have sent my mortgage payments for June, July, and August by check through Priority Express (overnight) US Mail and have confirmed those payments were delivered yesterday. However, since my June payment was never returned to me (July and August were) I am paying my June payment under duress. Secondly, I would like to correct your misstatements in your letter to me dated August 24, 2021 regarding the following: 1) I received notice on May 30 via email about my missing May mortgage payment and responded the same day with proof of my ON TIME payment and an explanation about having inadvertently sent my payment to Movement Mortgage but to a previous loan account number. I was assigned a "case owner" Dwayne to help with my case. As an aside, the payment in the amount of $4,200.00 was NEVER returned to me. 2) On June 2nd at 7:51am EDT, I received an email from Dwayne at Movement acknowledging receipt of my proof of payment and telling me they would research to locate my payment. I responded at 5:19pm PST asking if they located the payment yet and to tell them that I was concerned about my credit being negatively affected. 3) Then on June 3, at 11:31am Dwayne emailed to let me know that it takes time to research a missing payment but someone would contact me after research was complete. 4) Because I was concerned about negative credit reporting and because I always pay my bills ON TIME, I didn't want to wait so I called Movement to follow up. Immediately after my phone call, I emailed Dwayne on June 3, at 3:10 EDT to let him know that I spoke with a Movement representative who confirmed that my May payment had been located and applied to the correct account, no late fees would be assessed, and my credit would not be negatively affected. 5) On June 4 at 1:06pm PST, Dwayne responded via email to confirm that he had reviewed my loan and that he saw that the payment had been located and that he was glad they were able to get this resolved. 6) However, I continued receiving calls from Movement Mortgage now telling me that they didn't receive my June mortgage payment which had been sent via Bank of America recurring bill pay on June 2, 2021 to the correct account. I immediately called back to find out what happened. In order to rectify the situation, I conference called Bank of America onto the call with Movement to have them hear directly from Movement what was needed and to get it to them immediately. I gave Movement authorization to speak with Bank of America about this issue and vice versa to get it resolved. I was never told that Movement was applying my June payment to the missing May payment (which I was previously told had been located and correctly applied). So, I believed that my June payment was applied to my June bill. However, the calls from Movement continued even after Bank of America sent over the requested proof of my ON TIME June payment during the conference call. Further, on that call, Bank of America and I confirmed with the Movement rep that Movement would not block nor reject any of my future payments. 7) On July 28, 2021 I called Movement again to try to get clarity and to try to rectify the problem. I was told by the Movement rep that both my June and July payments were never received. I asked to be transferred to a supervisor and I was transferred to Michael Blair. He said they needed proof of payment and trace numbers. I told him I was perplexed since 1) Movement had confirmed in writing that my May payment was located and correctly applied; 2) Bank of America confirmed on a conference call with the Movement rep what they required as proof of payment and then sent that proof of my June payment having been sent and received on time; 3) My recurring monthly auto bill mortgage payment to Movement was sent out on July 2 and showed in my Bank of America account as having been sent on time. He told me he would escalate the situation and try to get it handled. I immediately forwarded the proof of payment showing the numbers I thought were trace numbers from my Bank of America bill pay account printout. It was never made clear to me that trace numbers were something only Bank of America had access to. I then received an email from Michael telling me that Movement was researching the issue...the same standard response message I had received either via email or during phone calls MANY times previously. 8) On August 5, 2021 I called Movement to provide authorization AGAIN for Movement to speak with Bank of America. And AGAIN, I told the rep that I was concerned about my credit being negatively affected. I was told that a credit suppression was placed on my account and it would not be a problem. It was during this call that I was informed by Movement, that they freeze accounts they are researching and block payments. I was told to pay the mortgage payments that were missing over the phone. However, Movement had not returned all the blocked payments so I would be double paying if I agreed to pay over the phone so I refused to pay at that time. Next, I was told Movement needed copies of the checks from my bill pay. 9) BofA had been unsuccessful in reaching Movement after several calls. On August 11, 2021 I reached out to Bank of America to get clarity about what payments had been sent and returned and to ask for ANOTHER conference call with Movement. BofA confirmed that the July payment had been blocked and returned to my account and then we called Movement. During that call, I was asked again for copies of checks at which time the BofA rep confirmed no checks had been sent and rather ACH payments were made. Then, we were asked for trace numbers which the BofA rep provided along with confirming account numbers from where the payments came and to where they were sent. 10) Next, I get a notification that my FICO score dropped. I went into my account to check and found that even after assuring me of the credit suppression, Movement had reported to the credit bureaus that I had not paid my July mortgage payment (after it had been blocked by Movement!). 11) Because I was still trying to rectify this issue by paying my mortgage payments that had been returned to me, I sent via Bank of America bill pay, a $4,200.00 payment on August 12 and another payment for $4,200.00 on August 13 which were meant to be applied to the July and August payments that Movement had returned. Both of these payments were blocked and returned to my Bank of America account on August 19 and August 20 respectively. Had I been told that Movement doesn't accept bill pay when they are researching accounts for late/not received payments, I would have sent the payments in an acceptable form other than bill pay. I was never told! 12) You stated that I "have been hesitant to speak with anyone on the phone and have become upset and combative over email." To be clear, I have had MANY calls and spoken over the phone with SO many of your incompetent representatives who have given me differing information and instructions that I decided moving forward from August I wanted all communication to be in written format so that I had record of what I was being told. And yes, I have become VERY upset and my emails reflect my upset and frustration with the incompetence and run-around I have been experiencing with your company for MONTHS that has resulted in hours of time lost at work, my credit being damaged, my life being interrupted due to not being creditworthy for items I need to finance, and now your company threatening foreclosure! No, Movement and its partners have NOT properly and appropriately handled my mortgage payments and associated credit reporting, in accordance with all applicable regulations and guidelines. To the contrary, my mortgage payments have been MIS-handled, "lost" and my credit has been negatively affected by your improperly reporting to credit bureaus that I had not paid when in fact, Movement rejected ALL but 2 of my payments (one of which is missing). Your apology for any confusion I have suffered is weak to say the least! I have been mistreated, misled, dragged through the mud and bullied by your company and its partners! Further, you have not addressed my concerns and I have no intention reaching out to you with any further concerns.It wasn't until I reported your company and my horrible experience with you to the various departments of oversight that I actually received clear albeit inaccurate and bullying responses from you and your attorney. So, I had to retain my own attorney to help me and now perhaps I will see some resolution. What is sickening is that most consumers likely don't have the grit, wherewithal, nor the resources to st

*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. ↩