Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had originally purchased my mobile home from Reliant MH. My wife and myself had both been laid off from our jobs and fell behind on payments. We worked out a deal with Reliant MH once I found a new job. I was paying them weekly. Sometimes I even paid $1000 a week. Then one day in April of 2024 they stated they are no longer able to accept payments. The business was sold to 21st mortgage. The whole time we tried to make payments and we're not allowed to, the balance just kept going up. Now they want to reposses my home or I have to pay full past due plus attorney fees which is around $2200. This is not right considering the deal I had worked out originally with Reliant and had been paying my past due. I was told as lomg as I did that we would be fine and then they stopped taking payments. Also when the home was delivered to my mother in laws property without notice they destroyed her fence instead of speaking to me first as I could've taken it down myself. Instead they costed my mother in law and myself money to fix what they destroyed. The house is very poor quality and has been falling apart. The trimming with nails fell on my wife's head. The ac had went out and we had to fix it and that was shortly after moving in. All 3 appliances quit working in which we had to replace. All we asked for was to work out a deal to pay the past due in which we did. But they went back on their word and now they have us in a situation where we could lose our home. It is not right to not honor their word. 21st mortgage should put our past due at the end of the note and give us a fresh start after all we have been through. I understand this was originally Reliant but Reliant sold to them which means they also sold them their problems and we shouldn't have to suffer the consequences. My son is in stage 4 kidney failure and at the top of the transplant list. We are in no position to be moving with nowhere to go with my sons condition. Please consider helping resolve this situation.

  

  Business Response

  Date: 04/23/2025

  
                  21st Mortgage Corporation (“21st Mortgage”) is in receipt of your correspondence to the Better Business Bureau bearing case number 23213575. Please consider this 21st Mortgage’s official response. 
  
              In your complaint, you allege among other items, that 21st will not work with you to repay your past due balances.
  
              On December 12, 2024, 21st Mortgage spoke with you regarding options for agreed judgment repayment plans. At that time, you were not interested in those options.
  
              On April 16, 2025, 21st Mortgage spoke with you again regarding options for agreed judgment repayment plans.
  
              At this time, those options are still available should you wish to pursue them.
  
              If you have any questions regarding this response, please feel free to contact me.
  
  Best Regards,
  
  **** ****
  Legal Department Manager
  *****

  

  Business Response

  Date: 04/24/2025

  21st Mortgage has already responded to the matter and the request will not be reconsidered at this time. Any further discussion should occur over the telephone with the Legal Coordinator over your account. 

  Customer Answer

  Date: 04/24/2025

  
  Complaint: 23213575
  
  I am rejecting this response because:

  They did not honor the payment arrangement originally made with Reliant before 21st purchased Reliant. This is cruel and wrong for any business to go against their word and put the lives of families in a bad situation. With our son being critically ill and the fact that they still continued to not honor the agreement and now we have to worry all because they went against the agreement is extremely upsetting. I am kindly requesting Bbb assistance in resolving this issue. Is there a media spokesperson we can speak to on the matter to get word out as well so that in the future others don't have to go through this? Please help us in what steps we can take.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:04/01/2025

  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.

  My husband is the owner of our home, I have reached out to the company multiple times in the past and recently cause he has lost jobs and I am the sole provider. We have asked for help multiple times to get back on track. The customer service representatives are not helpful, they are rude, they yell at you, ask you what you do with your money that you do have, very intruding questions, demand money. Tell you to go to non profit or ask family members. There is no sense of compassion, no help or empathy for someone who is struggling financially especially during this economy. They threaten to take your home which doesn’t make you feel any better. I am the sole provider of my disabled mom and my 3 kids, my husband is having a hard time finding work. They even harrass you when it’s just a day late. Something needs to be done about this company, they shouldn’t be allowed to talk to their customers the way they do. It’s pure abuse

  

  Business Response

  Date: 04/04/2025

  This letter is in response to the correspondence to the Better Business Bureau dated 4/1/2025.  In the correspondence it was referenced there was discontent with a previous phone conversation.  It was referenced that the representative from 21st was rude and intrusive.  In regards to the phone conversation, 21st Mortgage expects payments to be maintained on or before the due date, and when that does not happen 21st tries to establish communication to fully understand the situation in hopes to get the account back on track and keep it on track.  Your account had been over 30 days past due several months in a row with minimal to no contact for those months.  When we spoke to someone we were simply trying to understand the situation and we were trying to determine the best course of action to get the account back on track.  21st will always ask questions to help ensure any plan or arrangement makes sense.  We apologize if those questions came off in an intrusive manner, but we were trying to understand the situation fully.
  The correspondence also indicated there has been a request for help to get back on track.  On 3 separate occasions 21st has assisted by paying at least a partial payment if not the full principal and interest payment on 5 separate monthly installments on your loan since September 2022.  21st believes it has helped on multiple occasions in recent history, so further assistance is not an option at this time.
    Because of the complaint and the fact that we have been unable to come to an agreeable resolution 21st does not believe it is beneficial to reach out to you and has coded your account for no calls.  If you wish to speak to us, please call us.
  
  Sincerely,
  
  
  
  *** ********
  Portfolio Manager

  

  Business Response

  Date: 04/08/2025

  21st stands by the fact that we have helped on several occassions by assisting on at least a portion of 5 separate monthly installments in a little over two and a half years.  It is unfortunate that you feel we have not worked with you when we have done so.  Going back to the assistance in 2022 you have not made 1 payment on or before the due date even after we provided assistance.
  As far as 21st ending the conversation; we tried to come to a resolution, but we were unable to do so.  A customer's use of foul language is not an acceptable way for to communicate with us.  When we were unable to have a productive conversation and were being subjected to cursing on the phone, we decided to end the call.
  
  

  Customer Answer

  Date: 04/08/2025

  
  Complaint: 23142973
  
  I am rejecting this response because:
  Maybe if you spoke to customers with respect, had a little compassion, didn’t ask intrusive questions which mind you in the state of Texas are illegal questions to ask about our bills and how we spend our money then maybe your customers wouldn’t get defensive and speak to you with disrespect. You get what you give. Don’t send letters offering to help when you won’t, it’s falsifying information. I will make my payments as I have been and when I can get caught up I will. I’ve done my research and I know my rights. No one will bully me or has the right to. This business should be shut down for the way they treat people. I’ve been late on other bills and they don’t treat me with the disrespect you guys do. I can see that I’m not the only person who has had these complaints and wrote you guys a bad review. I can keep going back and forth with you until something gets done, this complaint wasn’t about how you helped or didn’t, it was about how you treat people. 
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:03/31/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I can provide documents showing that not only have I paid my mortgage but that I also paid extra every month towards he principal, after paying late 2 months but still paying them and even sending extra to cover late fees they’re now harrassing me for 48 dollars not only this but they refused payment of the money via debit card payment and demanded of my husband to set up automatic payments, in the USA if you refuse payment in any form that the government has utilized for the public the person paying no longer owes the money per the law, for the January payment they sent me a letter for default on my mortgage within a 30 day period on my first late payment

  

  Business Response

  Date: 04/04/2025

  I am writing in response to complaint ID 23139402 received from the Better Business Bureau stating that 21st Mortgage refused a payment you attempted to make via debit card and a letter was sent for the 1/1/2025 installment that was paid late. 
  
  21st mortgage is not set up to accept debit/credit card payments.  A payment may be completed through our free check by phone option which requires you to provide your bank routing and account number for 21st Mortgage to process a one-time payment.  Payments may also be completed using the options provided at the bottom of this letter - MoneyGram, Western Union, or through mail. 
  
  The 1/1/2025 installment was received on 1/24/2025.  However, no collection letter was issued during the month of January. 
  
  The account is currently due for $46.98 to complete the 3/1/2025 installment and the full 4/1/2025 installment in the amount of $1,462.50. The total amount due is currently $1,493.96.
  
  Please reach out to Financial Counselor, Logan Selvidge, at 1-800-955-0021 ext. 1977 with any further questions.
  
  Thank You,
  
  
  
  ********* ****
  Portfolio Manager
  Ext ****
  **** *********  

  Customer Answer

  Date: 04/09/2025

  
  Complaint: 23139402
  
  I am rejecting this response because: you have not followed the payment choice act of 2021 this means you are operating illegally in the united states.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:03/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I both got sick with cancer, very sick and that is how we fell behind because we lost income due to becoming weak and not being able to work. My wife is in remission and we have tried to save every penny we could while we were struggling so we could pay the mortgage if/when we got back on our feet. I was so proud to call 21st to tell them we had basically made it out of dire straights because they acted like they want to help us the entire time. When we tried, twice now, to get current with their help, they shoot us down and don't want to be bothered. Then after they do this, we get numerous letters (all from different people at 21st) saying how much they'd love to help us. It's very disheartening because we are trying, and we get these letters from them, and they DO NOT want to help us. We got behind out of the worst possible situation a human can face, cancer, and we get no help from them. I am desperate to get some assistance.

  

  Business Response

  Date: 03/31/2025

  21st Mortgage has provided you with assistance. We are unable to offer additional payment assistance at this time, due to already offering the maximum assistance available. As disclosed in our prior offer letter dated March 15, 2024, we assisted your account with the remaining principal and interest portions covering three installments. Additionally, we deferred two principal and interest installments in December 2020.

  21st Mortgage has previously attempted to communicate with you in an effort to the loan in good standing, Unfortunately, our contact efforts have often been unsuccessful. Timey payments according to the Consumer Loan Note help prevent late fee(s) and negative credit reporting. Should you have any questions, you man contact your assigned legal coordinator ***** ***** at 1-800-955-0021 ext ****.

• Initial Complaint

  Date:03/19/2025

  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 called to get help with my payment because my money is tight due to health conditions. I spoke with a guy first and he told me they no longer gave deferrs. But I had the name wrong but once he figured out what I was talking about he transferred me to a lady who said she was the manager. She was very rude from the start said they were not going to give me assistance so I could pay other bills and instead of paying my lights I needed to pay my payment. And get assistance on my other bills instead. When she got rude of course I went off on her. She had the nerve to tell me she needed my payment today. By the end of day. I told her she can’t tell me that and she said she could. My payment was due on the 15 I called on the 18. So I told her she was rude and I wanted to speak to someone above her she said they would not take calls from me. And when I told her she couldn’t say that to me she kept saying she could so I asked her if I had not called would you have been able to say that to me then. She refused to answer. I said no since you talking answer the question and she wouldn’t and she hung up on me. I’m seeking a lawyer because this company is very rude and people fall on hard times and they don’t want to help.

  

  Business Response

  Date: 03/24/2025

  This letter is in response to your letter of concern filed with the Better Business Bureau on March 19, 2025.  In your letter you mentioned you were unhappy with the phone conversation.
  
  Each Financial Counselor at 21st Mortgage undergoes classroom servicing training upon hire and is placed in direct proximity to an experienced team leader who is able to monitor their call performance and review their work. Financial counselors are provided monthly training updates through manager interaction, with guidance from the Portfolio Manager. These monthly updates are supplemented with yearly training relating to all aspects of loan servicing, including training covering federal regulations such as FDCPA and UDAAP. Additionally, servicing accounts are audited internally for quality control purposes and are reviewed frequently by managers to ensure accounts are handled in a respectful manner consistent with 21st Mortgage guidelines. 
  
  We understand there are situations that may cause a borrower to fall behind on their obligation and are happy to set arrangements to bring the account back in good standing.  21st Mortgage attempts to speak with the borrower each month the account is past due to set the payment arrangement for that month and to discuss a plan to bring the account current.  We ask questions in order to better understand the situation.
  
    If you have any other questions about your account, or you would like to discuss the situation further, please feel free to contact me directly at the extension below.  Thank you for your time.
  
  Sincerely,
  
  
  

  
  Portfolio Manager
  Ext: 1041

• Initial Complaint

  Date:03/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  21st mortgage is a horrible company to deal with. They are rude, demanding, harassing, and not willing to work with their customers. If you can't pay the full amount they request, they start asking about tax returns and threatening to repo my home when my mother is sick with blood cancer. Please help me. Currently I'm trying to catch up for the month of February, and march just became due on 3-15-2025. I've been taking my entire check every week to pay my bill, as well as my mother...

  

  Business Response

  Date: 03/26/2025

  This letter is in response to your BBB complaint filed March 16, 2025. In it you describe your current situation and past conversations with 21st representatives. I regret that you feel 21st has been unwilling to work with you. The intent of our conversations and questions was not to upset or frustrate you, but to better understand your situation and find a solution within the options we have available. In particular we ask about potential Income Tax Refunds, as they are one time of the year many customers have an influx of income in the home that could be used to bring their accounts current.
  
  As you stated in the letter, the account is currently due for the February 15, 2025 and March 15, 2025 installments. We are willing to work with customers, however, we have attempted to accommodate several recent payment arrangements that have failed. During our conversation on March 17, 2025, we accepted your proposed arrangements for the February installment to be completed no later than Friday, March 21, 2025 and the March installment no later than Thursday, April 3, 2025. Unfortunately, the arrangement for March 21st did not hold.
  We understand that circumstances in life may result in these financial difficulties, which it is why it is important that we resolve the delinquency as soon as possible, as your own statements indicate that making multiple payments at once is difficult.  We understand that every suggestion we provide may not be applicable to your situation, but we do attempt to present as many options as possible to ensure every avenue has been explored to resolve your delinquency before additional payments become due.
  
  
  You are welcome to reach out to your account representative if you would like to discuss the account further or make your monthly payments, but 21st will cease further attempts at phone and email contact. You may reach us directly through our toll-free number, 800-955-0021, and extension 1881 for your representative, **** ******.

• Initial Complaint

  Date:03/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought and sold a house with 21st Mortgage. They have been paid in full and refuse to change it on my credit report. I have emailed and disputed with credit bureau and nothing has changed. It is messing up my debt to income because they won't report it paid in full.

  

  Business Response

  Date: 03/18/2025

  21st Mortgage Corporation (“21st Mortgage”) is in receipt of the BBB Complaint 23061042.  Please consider this 21st Mortgage’s official response.
  Your complaint references credit reporting for your loan with 21st Mortgage. 21st Mortgage reports all account information automatically on the 1st of each month. Your loan paid in full on 3/4/2025. We will automatically report your account information to the bureaus on 4/1/2025. Due to your unique situation, we will submit a manual update request to advise the bureaus of the updated account status.
  If you have additional information on your credit report you would like to dispute or have reviewed, please send your mailed request to the address listed below or emailed to [email protected].
  
  21st Mortgage Corporation
  Attn: Credit Disputes
  PO Box 477
  Knoxville, TN 37901
  
  
  Sincerely,
  ******** ***** Assistant Director of Customer Service
  1-800-955-0021 ext ****

  Customer Answer

  Date: 03/24/2025

  
  Complaint: 23061042
  
  I am rejecting this response because: it takes a click of a button to report something being paid. It is holding me off. This company is awful. I will nake sure to share my story on every outlet possible not to use these people. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/11/2025

  Your complaint references credit reporting for your loan with 21st Mortgage. 21st Mortgage reports all account information automatically on the 1st of each month. Your loan paid in full on 3/4/2025. On 3/17/2025, we submitted an update request to the credit bureaus to report your account as paid in full. In addition to this, our system automatically sent an update to the bureau on 4/1/2025 to report the paid out status. The bureaus would have to advise how quickly their processing time of these requests are since this would be based on their internal policies.
  If you have additional information on your credit report you would like to dispute or have reviewed, please send your mailed request to the address listed below or emailed to ******************************
  
  21st Mortgage Corporation
  Attn: Credit Disputes
  PO Box 477
  Knoxville, TN 37901

  Sincerely,
  ******** ***** Assistant Director of Customer Service
  1-800-955-0021 ext ****

• Initial Complaint

  Date:03/10/2025

  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.

  After trying to apply for a loan and was denied I am confused as to the legitimacy of this company. I cannot believe how the application I submitted , was approved at the onset, then the requirements for the paperwork were nothing if not obscene. Whoever approved the loan to go to the next step had imaginary numbers and I’m talking about we needed proof of $3.5000,000.00 in liquid assets which is unheard of and no where on the application was that stated! So, then they wanted me to sell my house and then supply proof of where the funds to pay it off came from? What is that? I submitted correct documents which were never even looked at and to tried to talk to someone about it over and over again thru repeated phone calls got me nowhere. I cannot understand how they can set up imaginary requirements and then fail to listen to the complaint and read actual documentation supplied. What was it all for? The problem is the hit on our credit report. This company is a joke. Thru having dealt with mortgage companies thru the years this one takes the cake. I felt like we were scammed and our time is valuable and the hit on our credit report tops it off! Had I known we were dealing with lackluster employees who probably just hung up the phone and laughed about the situation afterwards we would have never entertained trying to apply. Be careful with this company!

  

  Business Response

  Date: 03/18/2025

  21st Mortgage Corporation (“21st Mortgage”) is in receipt of the BBB Complaint 23043934.  Please consider this 21st Mortgage’s official response.
  
  As part of the loan application process, all applicants authorize 21st Mortgage to access their credit report.The primary applicant originally applied listing rental income of $9,190 as the sole source of income. The applicant did not qualify on that income source alone so the Credit Manager used the $3,500,000 trust account that was listed on the application as an asset to approve the deal. The applicant added you as a co-applicant. Mr. **** advised  that he had not filed his taxes on the income received for rent received and was not able to furnish documentation supporting the assets listed in the trust account. Based on the SSI that he gets and your income, you did not qualify for any loan amount. 
  
              If you have any questions regarding this response, please give me a call.
  
  Sincerely,
  
  
  **** *******
  Associate General Counsel
  Extension ****

• Initial Complaint

  Date:02/18/2025

  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.

  21st is holding my insurance money for flooding in November 2024. I sent them quotes for material Dec. 20th 2024 from Lowes. I didn't get a check from 21st until Jan. 9th 2025. Went to Lowes with the 21st check made out to Lowes to purchase material and the check was declined twice. 21st then sent me a check made out to me that took another week to get. My bank held the check for 7 days. I didn't have access to the money until Jan. 28th 2025. My contractor requested a payment with pictures submitted on Feb. 2nd 2025. 21st says they mailed the check on Feb. 7th 2025. As of tonight, Feb. 16th 2025, we still have not received the check. The last check 21st sent my contractor was held for 7 days by his bank. My contractor informed me this evening that he was going to have to pull off my house to go do other work so he could get a pay check this week. I don't blame him for this at all. I blame 21st Mortgage for being slow in payments. I requested cashiers checks from 21st Mortgage for payments and was told by the account manager that they were not a bank. I said you act like a bank by holding funds. I was then rudly told that I signed an agreement that insurance payments over $20,000 they would hold, and I could not get a cashier check. I should have been living back in my house this past January.

  

  Business Response

  Date: 02/18/2025

  Your complaint references frustrations regarding the disbursements of claim funds being processed by 21st Mortgage. Your insurance claim in the amount of $40,262.94 was initially received on 11/27/24 along with your Adjuster’s Summary. For claims of this size, we require a contractor to do the repairs and disbursements are sent in thirds so we are able to confirm all repairs are being completed. To have requested a disbursement we needed your contractor’s estimate, signed W9, and driver’s license. We called and sent a letter to advise of the missing items at that time. We received the needed information from *** ******** on 12/5/24 and requested an initial disbursement of $8,682.33. This check was mailed on 12/11/24 regular mail. We received an estimate from Lowes on 12/23/24 and requested a disbursement in the amount of $7,154.66 at that time. This check was sent via FedEx on 1/2/25. This disbursement being mailed late was a delay on our part due to the holidays and unexpected illness of the person who requested your disbursement. We do apologize for this. Lowes typically will accept our disbursements so we are unsure why they did not in this case. Due to this issue, we issued a stop payment on this check and had it reissued to you only. This check was mailed on 1/14/25 via FedEx to assist in getting the funds to you as soon as possible. On 2/4/25 we received progress photos and requested an additional disbursement of $8,682.34. This disbursement was mailed on 2/7/25. On 2/14/25 we received an additional invoice from *** homes for items not on their initial invoice in the amount of $2,174. This disbursement was requested at that time and will be mailed as soon as it is received from our accounting department. All remaining funds will be released once we have pictures of all completed repairs, a physically signed completion letter, any final invoices or receipts, and a possible inspection due to the size of the claim.
  Your complaint also references banks holding the disbursement funds. Unfortunately, we are not able to speak as to why the bank holds funds since that is an outside company. You would need to speak with them regarding their policies on holding funds. If there is something they need from us to be able to release the funds sooner, please let us know and we would be happy to review to see if we are able to assist.
  If you have additional information you would like to discuss or have reviewed, please email the information to my attention at ***************************** or call 1-800-955-0021 ext. 2900.
  
  Sincerely,
  Brittany Folck
  Assistant Director of Customer Service

• Initial Complaint

  Date:02/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I set up through the online app my mortgage payment for January. Well time goes by and I got a call from them and the representative said hey we never received payment. That’s really odd because you always pay on time, I said I know I guess I forgot which is odd I’ve never done that before. I thought I paid on the app. So on 2/04/2025 I arranged to pay f. I received a letter stating that I authorize to pay it over the . Days go and they still haven’t pulled it out of my account again so I called. Keep in mind. This is the same account. I’ve been using to pay this since I opened this loan. I call and they go well that’s not an actual account. Now I have been locked out of my online account. I cannot get in to view my history and everything for my mortgage. I called my bank. My banksaid they didn’t try to pull anything and I read them that account and the routing number off of the letter that they sent me. And when I called them to request that the late payment status not get sent to the credit bureaus due to. I have tried multiple times to make this payment and they told us too bad. It’s not our problem. When I brought up the fact that I couldn’t log into my online account again they said that’s not a problem. Try to verify the bank information thatthey have and it’s correct again the same account I’ve paid out of since I bought this home. Their customer service is extremely rude. I have tried multiple times to correct this problem and they keep telling me it’s not our problem. Well itis because I can’t get onto my online portal to see history because they did updates and disabled my account. They did updates and now my payments won’t go through. I have it trying to get pulled out of another account now their customer service was extremelyrude and unprofessional. They are doing false reports and denying me access to my loan information. And upon my research, I paid my rent for the lot. And those get paid at the same time from the same account

  

  Business Response

  Date: 02/17/2025

  This letter is in response to your letter of concern filed with the Better Business Bureau on 2/14/25.  In your letter you mentioned you were unhappy with the web pay system and having a late charge.      
  
  I have waived the late fee for the January payment.  I have spoken with our customer service dept and have resolved the issue with the web system
  
  
    If you have any other questions about your account, or you would like to discuss the situation further, please feel free to contact me directly at the extension below.  Thank you for your time.
  
  Sincerely,
  
  
  ***** *******
  Portfolio Manager
  Ext: 1041

  Customer Answer

  Date: 02/22/2025

  
  Complaint: 22941864
  
  I am rejecting this response because:
  The customer service representative argued with me when I said that there was a problem with the website. I Tried to pay the mortgage multiple times, online , over the phone, I have verification from my bank that they never attempted to take the payment. I want a letter stating that it was a website issue and there will be no late payment reported on my credit report. 
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 02/24/2025

  The account did not go over thirty days past due so there will be no negative credit reporting. The rest of your complaint has already been addressed.