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:02/06/2025

  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 applied for a mortgage with this company starting on January 2nd 2025. 21st Mortgage initially declined my request and stated that they would approve upto $63,600.00. When I saw that email, I called in to find out what transpired. After discussing the information, on January 15th I was sent another denial (I had asked for $90,000.00) and in this particular email it stated I could get $82,100.00. ******* **** is the representative I have been working/dealing with. She called me and left a voicemail stating that in order to get to the amount of $90,000.00 I would need $6000.00 down. At the beginning of this, ******* was informed I have $5000.00 down. I asked if she would send the approval for $82,100.00 and she said she definitely could do that. She sent the email to my real-estate agent and myself on January 20th 2025. She did ask for w2s and such, which were sent over as soon as possible. On January 31st 2025, I received an email stating that the amount they can approve is upto $40,100.00, which is substantially less than what was initially told to me. As of right now, I am under contract with the seller and 21st knows that. 21st Mortgage is supplying conflicting information and it as if this seems to be a bait and switch. I am beyond livid that they keep giving conflicting information that involves my housing situation. How can they do this and get away with it? This is unethical and needs addressed asap as I have until the end of March 2025 to be out of where I am currently residing, so time is of the essence. 21st Mortgage phone number is 800-955-0021.

  

  Business Response

  Date: 02/14/2025

  We received your complaint from the Better Business Bureau on 2/6/2025. Our records indicate three loan applications were submitted to 21st Mortgage for consideration. The first application was received on 12/17/2024 with the request to purchase a manufactured home from Patty Seaman Homes Inc. for $159,000 with a down payment of $7,985. The home was to be located at **** ********* ******* with a monthly site rent of $695. This application was denied due to the income being insufficient for amount of credit requested. At that time, 21st Mortgage presented the following: “We may have financing options for you! Based on today's available programs, interest rates, and information you have provided, you may be able to qualify for a loan based on one or more of the following option(s). This is not an offer to lend on those terms. You must resubmit your
  request for credit so that we can determine your eligibility and current availability of the terms. Please note, these options may differ depending on interest rate changes, loan program changes, your income stability, job time, and monthly debts and expenses. An estimated loan amount of $72,200.00 or less, not including any financed insurance and closing costs.” On 12/31/2024 it was advised your hourly rate had increased to $21.75/hr from $21.00/hr. As a result of the increase in hourly pay, the estimated loan amount increased from $72,200 to $76,400 respectively.
  
  The second application was received on 1/2/2025 via our on-line application. The application requested to purchase a manufactured home being sold by 21st Mortgage, for $160,000 with $5,000 down payment. The address for the property was located at 147 Otter Place, Kalispell, MT  59901. The site rent listed on the application was disclosed at $695 per month. A denial was issued for this loan amount requested due to the income being insufficient for amount of credit requested, and the credit scores did not qualify for the requested down payment. Based on the information provided to 21st Mortgage via loan application and phone interview with you on 1/3/2025, 21st again informed “We may have financing options for you! Based on today's available programs, interest rates, and information you have provided, you may be able to qualify for a loan based on one or more of the following option(s). This is not an offer to lend on those terms. You must resubmit your request for credit so that we can determine your eligibility and current availability of the terms. Please note, these options may differ depending on interest rate changes, loan program changes, your income stability, job time, and monthly debts and expenses advising an estimated loan amount of $66,900 or less, not including financed insurance and closing costs.”
  
  The final application was received on 1/15/2025. It requested to finance a manufactured home with a sales price of $90,000 with $5,000 down payment. *** ******* ******** ******* *** **** ******* *** **** ********** **  ****** The site rent listed for this property was $740 per month.  This application was denied due to income being insufficient for the amount of credit requested. At that time, 21st presented the following, “Based on today's available programs, interest rates, and information you have provided, you may be able to qualify for a loan based on one or more of the following option(s). This is not an offer to lend on those terms. You must resubmit your request for credit so that we can determine your eligibility and current availability of the terms. Please note, these options may differ depending on interest rate changes, loan program changes, your income stability, job time, and monthly debts and expenses. An estimated loan amount of $63,600.00 or less, not including any financed insurance and closing costs.’
  
  On the same day, correspondence was made with your assigned Mortgage Loan Originator. The Mortgage Loan Originator requested your 2024-year end check stub from your primary employer to analyze further. After review of figures presented on your check stub, a subsequent request was made on 1/20/2025 to update the sales price from 90,000 to 82,000. It was at that time you received an approval notice detailing requested documentation. It also disclosed the following, “A change in loan amount, type of loan product, equity position, credit score, repayment ability, term, or the inability to satisfactorily provide or comply with the Requested Documentation as itemized in this letter could result in a higher interest rate or inability to qualify.” On 1/24/2025 an updated approval notice was delivered after receiving your 2024 W-2 from your primary employer listed on the application. The updated approval notice issued requested the following documentation, 2024 W2’s from employer Joe’s Roadside Assistance and OHS Towing. On 1/28/2025 you had advised that OHS Towing closed down permanently and unsure if able get a W-2 from them. Furthermore, additional verification of income and employment documentation was received on 1/31/2025. Verification of Employment letter and recent check stub from primary employer indicated employment was seasonal. It was as this time the application became denied and it was informed that 21st Mortgage was unable to offer any options at this time due to being unable to verify income as listed on the application. Your application indicated 40-hour work week, $21.75 per hour, through a permanent employer. During this time, it was also discovered you were employed with a temp agency, that was effective 1/16/2025 and was not listed on the application. Our policy does not allow us to include temp agency income, unless there is an established history. Due to not being able to verify income as listed on your application, this new information resulted in a denial.
  
  Best Regards,
  
  
  
  ***** ******

  Customer Answer

  Date: 02/14/2025

  
  Complaint: 22907851
  
  I am rejecting this response because: the job that is paying 21.75 per hour has slowed down drastically resulting in an unemployment claim. Unfortunately, with being put on unemployment and needing to keep a roof over my family and I's head, I did what was needed to be done. I had found a 2nd job which pays substantially more. Nowhere do I recall seeing that working through a employment company was not acceptable. So with that being stated, had I stayed on just unemployment, that wouldn't have sufficient in any means. We are under contract with the seller since 21st Mortgage had sent the approval for 82,115.54 and now may be faced with walking away from it. I find this response from 21st Mortgage demeaning as well as odd because ***** ****** told me on the phone Friday, February 7 2025 at 1209pm he would/should have a response Monday with them getting the letter I emailed. Here it is, Friday February 14, 2025 and there has been no correspondence from him or anybody from 21st Mortgage. I called on Thursday, February 13th 2025 at 1044am since I hadn't heard anything and was told it had been submitted. Never did I get an update about the delay. There is Earnest money that is wrapped up with this as well as people's time that have inspected the house, as well as getting items remedied. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 02/14/2025

  Mr. ****** submitted the response for review and it was approved on February 14, 2025. The response stands and you may contact Mr. ****** with any remaining questions.  

• Initial Complaint

  Date:01/21/2025

  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.

  To Whom it may concern, This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. 21st Mortgage Corporation ACCOUNT NUMBER: 51XXXX BAL. $9,007.00 Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business Response

  Date: 01/27/2025

  Your complaint references credit reporting for your loan with 21st Mortgage. 21st Mortgage has completed an investigation into your account and your credit report. We confirmed the home was voluntarily surrendered 4/7/2022 and your account information is correctly reflected.
  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
  ************** *** ****

• Initial Complaint

  Date:01/13/2025

  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 am deeply disappointed by my recent experience with [21St Mortgage ], where I witnessed shocking unprofessionalism and inappropriate behavior towards veterans. I am writing to express my concern regarding the ongoing issue with the property I /purchased from 21 st Mortgage company. The. Property was damaged on two separate occasions due to, inclement weather resulting in significant damage to the property, rendering it unlivable. However, despite the company reps inspection team recommendations , the initial claim that caused the most damage to the property was denied. The second claim was approved only to cover a portion of the damages caused by the weather. This situation is particularly frustrating, as my initial insurance claims were denied, despite the damage being directly caused by the weather. I believe it is unfair to ask me to cover costs for damage that was beyond my control and for which insurance coverage was initially sought. I respectfully request some outside intervention to assist in finding a resolution that reflects the circumstances of the damage. I hope we can come to an agreement that takes into account the nature of the situation and the fact that the property is no longer habitable due to no fault of my own. I look forward to your prompt response

  

  Business Response

  Date: 01/15/2025

  This letter is in response to your letter of concern filed with the Better Business Bureau on 1/13/25.  In your letter you mentioned you were unhappy with your insurance claims        
  
  21st Mortgage has no control over the insurance claim process. You are encouraged to reach out to Assurant with any questions or concerns you have over the claims.  You can reach them at 1-800-804-9389.
  
    If you have any other questions about your account, or you would like to discuss the account situation further, please feel free to contact me directly at the extension below.  Thank you for your time.
  
  Sincerely,
  
  
  ***** *******
  Portfolio Manager
  Ext: ****

• Initial Complaint

  Date:01/13/2025

  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.

  21st mortgage has been giving me  on paying my home but who is also at fault they did not hold up any part of there contract about repairs I had to do myself and get electrical worked on and all the way around terrible service I been reporting to 21st mortgage on the house updates and my situation with 21st mortgage causing me stress during pregnancy having to work and figure out my rental stop and also pay for a house that wasn’t ready to live in for over 7 months so by the time I actually got to live in it half the warranty was already got also the company palm harbor homes stated on the contract as a new mobile home but sold me a display that many people have stepped foot in and walked around in also been having electrical issues and no resolution has been done been having fridge problems no luck so been wasting a lot of food all the way around terrible service also I been trying to keep up with my job my house is a resource home for battered woman and Cyfd foster care and now there asking me for all the money up front now and having to deal with courts along with trying to keep up with courts and a new born baby for 7 months and no resolution all the way around terrible and nobody should ever buy a mobile home from palm harbor homes

  

  Business Response

  Date: 01/22/2025

  21st Mortgage Corporation (“21st Mortgage”) is in receipt of the BBB Complaint 22802781. Please consider this 21st Mortgage’s official response.
  
  21st Mortgage is the lender on the manufactured. Once the home was delivered on September 29, 2022 you signed a delivery certificate and the first payment was due November 1, 2022. The delivery certificate modified the contractual due which had payments commencing on October 1, 2022. 21st Mortgage apologizes that there were delays with you moving into the home in 2023, but those issues need to be addressed with Palm Harbor Homes.
  
  The Earnest Money Contract signed by you indicates the make, model and serial number of the home you purchased and it is listed as a new home from retailer stock. The title to the home contains the same make, model and identification number. The loan is currently due for the May 1, 2024 installment and all subsequent payments. You may obtain the amount to reinstate the loan from Legal Coordinator Tori Gribble by calling 1-800-955-0021, extension 1353.
  
  If you need any additional information or have questions, please give me a call.
  
  Best Regards,
  
  
  **** ******* Associate General Counsel
  Extension ****

• Initial Complaint

  Date:01/13/2025

  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 had a house fire in August 2024, got a check from insurance and sent it to the mortgage company as was expected of me. My contractor sent all in required documentation with the estimate and over a month later, they still have not cut a check for my contractor to fix my home.

  

  Business Response

  Date: 01/16/2025

  21st Mortgage Corporation (“21st Mortgage”) is in receipt of the BBB Complaint 22798074.  Please consider this 21st Mortgage’s official response.
  Your complaint references frustrations regarding the disbursements of claim funds being processed by 21st Mortgage. Your insurance claim is in the amount of $20,062.39 that we received on 12/10/24 along with your Adjuster’s Summary. For claims of this size, we require a contractor to do the repairs. To have requested a disbursement we needed your Contractors Estimate, Signed W9, and driver’s license. We called and left a message on the phone number we have on file for you to attempt to advise of the missing items. We requested a check in the amount of $1,200 payable to you only for out-of-pocket expenses per the Adjuster’s Summary which was initially mailed to you on 12/13/24. On 12/18/24 we received your contractor’s estimate but still needed their signed W9 and driver’s license. We spoke with your contractor and advised of the items needed. On 12/23/24 we advised during your call that we had not received the contractors remaining information needed to request their first disbursement. On 12/26/24 we spoke with your contractor and advised them what items we were still missing and how we issued the disbursements.  On 12/27/24 you had advised that you had not received the disbursement for your out-of-pocket expenses. Once we confirmed this disbursement was outstanding, we issued a stop payment on the initial check and requested a recut. This recut check was mailed on 1/2/25 via FedEx with Tracking Number 771154271827. We received your contractor’s information on 1/2/25 and submitted a disbursement request at that time. However, their W9 was not signed. We responded to your contractor on 1/9/25 once we were notified the signature was missing to make them aware. We received your contractor’s signed W9 on 1/13/25 and submitted the request for their first disbursement.
  If you have additional information you would like to discuss or have reviewed, please email the information to my attention at [email protected] or call 1-800-955-0021 ext. 2900.
  
  
  Sincerely,
  ******** *****
  Assistant Director of Customer Service
  ************** **** ****
  

• Initial Complaint

  Date:01/13/2025

  Type:Product 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 this trailer 5 months ago, and within less than 3 months we started having major leaks under the kitchen and laundry room. The plumber told us that the pipes and fittings are extremely old. Now we are having more leaks in the bathroom and more pipes busting. It is clear that this is a very old trailer that hadn’t been lived in a very long time, and I do not believe they even did an inspection whatsoever. The mortgage company had an adjuster come to inspect the damage. Even he said this should all be covered and was a ton of damage. We got denied by 21st and they said they somehow don’t cover that even though it’s been less than 6 months. I feel like we have been completely scammed out of this money and now we are not even sure we can pay to fix any of this and survive. It is a complete and utter disgrace and is in my opinion abusive practice and a scam. DO NOT GET 21st mortgage insurance. Save yourselves.

  

  Business Response

  Date: 01/16/2025

  21st Mortgage Corporation (“21st Mortgage”) is in receipt of the BBB Complaint 22797876.  Please consider this 21st Mortgage’s official response.
  Your complaint references frustrations regarding the denial of an insurance claim by 21st Mortgage. Unfortunately, we are not involved in the process of filing insurance claims so would not be able to approve or deny a claim. On your behalf we have reached out to the insurance company who has stated the claim has been re-evaluated. You may contact the adjuster Stephanie Hambleton for further information.
  If you have additional information you would like to discuss or have reviewed, please email the information to my attention at ***************************** ** **** ************** **** *****
  
  
  Sincerely,
  ******** ***** Assistant Director of Customer Service
  1-800-955-0021 ext. ****

• Initial Complaint

  Date:01/07/2025

  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 and I fell behind on payments due to life issues. We called to get caught up and it was a complex nightmare. This company makes it impossible to make a payment and aims to completely humiliate you. When my husband called they told us we make enough money to make our payments on time and that we just don't prioritize our mortgage. They wanted a break down of what we do with our money before we make the payment. It turned in to a back and forth argument for 30 minutes between ****** who over sees our account and 2 other supervisors. I had my husband hang up because they were doing nothing but humiliating us. I then called in and requested to make a payment and I needed to do it quick because I was at work. ****** brought the supervisor on the call who told me I was going to make time because they needed to speak to me. They again asked what I was doing with my money and demanded to know how it was possible I had the money to catch up with my payment before I was allowed to make the payment. It was not till I let them know I was recording the call and would post it to social media unless they took my payment that they finally did. I should not have to beg to make a payment every time I call in, I feel discriminated against and I got in trouble at work because they took so long to take the payment.

  

  Business Response

  Date: 01/08/2025

  This letter is in reference to your recent BBB complaint dated 1/7/2025. 21st Mortgage’s apologizes if any conversation with a team member has upset you.  While we disagree with your characterization of our recent conversations, it is not our intent to create additional frustration when working with customers during difficult conversations related to past due payments and financial hardship.  It is a routine practice to attempt to have a thorough conversation to try and understand a customer’s full situation, and in doing so, the representatives ask questions related to reason for delay(s) and future arrangements. Overall, our goal to help customers find the best solutions when unforeseen changes in financial circumstances arise to restore the account to good standing.
  
  
  Moving forward, we will cease any attempts to reach out to you via phone or email. If you have any further questions or concerns, please contact our customer service department at 800-955-0021 ext 2900.
  
  Regards,
  
  Allyson Hillard
  Portfolio Manager
  21st Mortgage Corp
  Extension ****

• Initial Complaint

  Date:01/03/2025

  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 mortgage was purchased from a company i previously had. i reached out to get payment info and was told the transfer wasn't complete and i would need to wait a week, i tried to make a payment toward the end of December and was told it didn't go through because of the transfer. i wanted a week as told and tried to get the loan taken care of. the first person i spoke with said they would work with me because of the messy transfer then a 2nd lady her name is ****** got on the line today and was completely out of line insinuating I was lying to her and then in a very threatening voice tone began demanding 2 months of rent be paid today or i would be defaulting. I asked for a manager and explained the situation once again to him and he questioned the late payments. I explained that I was off work injured ** ** * ****** ******** and just went back to work, I explained that we have been working diligently to catch things up and still provide Christmas to our 3 children and keep utilities on. this fell on basically deaf ears and again the supervisor (***) now began to demand it be paid (both months) or it would be a default I am also referring this to civil rights and requesting a FOIA of the tape of the conversation had today 1/3/25 that ended approx 2:15pm I would like to reach a resolution where we can do a payment arrangement for these two payments to be allowed to be paid before the end of this moth and everything will be back on track. but i am not going to be disrespected like that and made to feel like a terrible person when I am the person who made the call and am trying to to make an arrangement before its to late and to far past due.

  

  Business Response

  Date: 01/06/2025

  This letter is in response to your letter of concern filed with the Better Business Bureau on 1/3/25.  In your letter you mentioned you were unhappy with the phone conversations today.
  
  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 gui***ce 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,
  
  
  ***** ******* ********* ******* **** ****

• Initial Complaint

  Date:12/30/2024

  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.

  We have been in our mobile home for just about 3.5 years. For the most part 21st has been good to work with with the major exception of what I call the approving manager when financial issues arise. The very first time I called for assistance because I was behind the first representative I spoke with was very understanding and supportive. I explained what was happening and what I was considering to get caught up. He was very nice, but then put me on hold because his supervisor needed to approve. I thought this would be just a quick summary, I was wrong. The supervisor ended up telling I was not working hard enough (I have 3 jobs and take care of a husband with Leukemia) and I should go to heaven and ask my dead parents for a loan. Needless to say I have not wanted to communicate with him again. So flash forward to more recent times, I have had some major set backs financially and I will admit, I have been late. When I called in a couple weeks ago to make November's payment, the rep took the payment and we discussed December, which I still owe. He again put his supervisor on. He did the same tactics as before. I have heart a heart condition and when I got off the phone my heart rate was way above what it should be. The stress and anxiety the approving manager puts a person through should be illegal. I know I am behind and I am working hard to catch up. Infact I start a 4th part time from home job in February. With the small town we live in, remote is the only way to get additional work that works around my fulltime job. I really fear this manager when I call. I wish I could make the house pmt online, but if it is a month late you can't pay online. I swear this approving manager is going to stress me too far, from a health standpoint.

  

  Business Response

  Date: 12/31/2024

  This letter is in reference to your recent BBB complaint dated 12/30/24.  We regret to hear that you felt you were spoken to negatively as we aim to have mutually respectful conversations with our customers and apologize if this was not your experience. In situations where a customer is facing a hardship that results in delinquency, we do train our representatives to ask more in-depth questions and suggest potential solutions to help bring an account back to good standing. When an account is past-due for multiple payments, it is our typical practice to have the account reviewed by a supervisor before we complete a conversation with a customer.  
  
  In regards to the medical hardship that you are experiencing, you do have a Loss Mitigation Application available to you, which you are welcome to complete with a representative by phone, or you can request that a copy be sent via mail, or emailed to you. Please note that completion of the application does not guarantee approval or assistance. 
  
  We will hold off on reaching out to the account in the future and will review to have the account moved to a different representative. If you have any questions regarding the account, please feel free to reach out to us at 1-800-955-0021, Monday – Friday from 8 AM – 8 PM EST.
  
  
  Regards,
  
  ******* ******
  Portfolio Manager
  21st Mortgage Corp
  ********* ****

• Initial Complaint

  Date:12/23/2024

  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 bought a manufactured home in the 55+ community of ******** *** in ****, AZ in September of 2023, and moved here from ****. I decided to move to ********, AZ in August of 2024. I listed the home for sale in ******** *** in August. I have had no interested buyers, and my savings is all used up. I have a loan on the place through 21st Mortgage. I cannot pay the mortgage anymore, which is $1400 (approximately) per month, nor the lot rent which is $923/month. I am behind on the mortgage and will be on the lot rent as of the 1st of the year. 21st mortgage does not offer forbearance, deed-in-lieu of foreclosure, or any other kind of help while I am trying to sell the home. ******** *** says they buy homes from residents, but only if the home is fully paid for. I am stuck between a rock and a hard place and have exhausted all of my options. Do you know of anyone who can help me? Or suggestions of where I can turn? Thank you for any assistance you can provide.

  

  Business Response

  Date: 12/31/2024

  
  This letter is in reference to your recent BBB complaint dated 12/20/2024 regarding the mortgage on your home located at **** * ******** *** *** *** ***** **, *****. In your complaint, you cited lack of forbearance and deed-in-lieu options for your account. In reference to deed-in-lieu, the mortgage is on the home structure only, making it a Chattel Only loan. The home is situation in a Mobile Home Park, and therefore your account is not eligible for deed-in-lieu of foreclosure as you do not have the deed to the land, nor is it mortgaged in with the home itself, which would be what allows the deed-in-lieu of foreclosure option.
  
  We do h*** internal assistance options available for customers who are experiencing short term financial hardships due to a material change to their circumstances after a loan is booked, however it does not appear that the financial hardship you’re currently experiencing is a short-term issue. If you would like to be considered for this program, please contact your Financial Counselor ********* at ext **** for further discussion regarding that internal assistance program.
  
  It does appear that 21st Mortgage has been working with you on payment arrangements for the monthly mortgage payment, and we are willing to continuing doing so while you look to get the home sold. As for local resources for you during this time, I will have your Financial Counselor send you a Non-Profit list for the State of Arizona. We cannot advise what those organizations might h*** available to you, but we can give you their contact information for you to reach out to.
  
  
  
  
  Regards,
  
  ******** ******
  Portfolio Manager
  21st Mortgage Corp
  ************ *** ****

  Customer Answer

  Date: 12/31/2024

  
  Complaint: 22715539
  
  I am rejecting this response because:

  I have spoken with ********* Rodriquez numerous times. She has never mentioned an internal program to help.  The payment program you referred to is her, or one of her superiors, telling me I only have until the end of the day to pay up or else.  Or ********* will tell me she will call me in 2 days to collect the rest even though I have told her that I get paid every 2 weeks and just made a payment.  I have maxed out my credit cards to make payments to 21st Mortgage and to ******** *** for the lot rent.  I have exhausted my savings to a $0 balance.  I have no friends or relatives that can help by paying the $2500 monthly to both places.  

  If there is some kind of internal program how do I find out about it considering ********* has told me there is none.

  The list of resources they sent me is for a different county than where the property is, and most of the programs are for low income folks, not for those that are in my situation.

  I am not proud of the situation I am in! 

  
  Sincerely,
  
  ******** *******