ComplaintsforHighlands Residential Mortgage

• Initial Complaint

  06/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My credit record has been shattered due to an incorrect report of delinquent payments to the credit bureau by Highlands Mortgage. I was laid off last July and Highlands helped immediately by allowing me to defer my payments for three months. Re-employed in November and worked with Highlands and F**** *** to to do a loan modification which put that deferred balance at the end of the loan. I was told by the service center NOT to make any payments until the loan modification was set up. This happened on April 1, where I began to make my trial payments. Also at this time, April 1, my loan was moved to a new lender, ****************************. Made three on time trial payments to *****, and last week signed the paperwork on the modified loan. All should be square at this point.Found out however that Highlands had filed delinquency payments to the credit bureau, at the same time that I was told not to make payments until the loan modification was completed. One hand didn't know what the other was doing.Since I'm now with Valon, I can no longer call ****************** center to resolve the issue, after I had previously talked to them many times during the loan modification process and before transfer to Valon. This could be resolved just by talking to Highlands service center since all of my communications have been logged with them. Please help!********************* ************ ********************

  Business response

  07/22/2024

  Please see formal response attached.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A new company took over our mortgage 04/01/2024, which was annoying enough, and we were not notified by Highlands, so we incurred late fees. We were not provided any notification of this change direction on how to handle all the legal changes which has put us in a financial bind. Highlands has not tried to resolve the issue. I warn others to use this company.

  Business response

  07/02/2024

  To Whom It May Concern,
  
  Highlands Residential Mortgage **** (HRM) is in receipt of the complaint dated June 20,2024, on behalf of *************************. HRM values our customers, and we appreciate the opportunity to address this matter with the Better Business Bureau of ********************
  
  HRMs research shows that the loan was sold to another servicer on 4/1/2024. The goodbye letter was provided to the borrower on 3/14/2024 which falls within the ***** guidelines of 15 days notice prior to the transfer. By law, no late fees or negative credit reporting is allowed from 4/1/2024 to 5/31/2024.
  
  Our goal is 100%satisfaction, and we regret any inconvenience the customer may have experienced through this process with us. Thank you again for the opportunity to address their concerns. If there are any further questions, please contact us at ***********************************************************. 

  Business response

  07/02/2024

  Formal Response letter attached.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company overcharged my my mortgage in November. When I called them they told me they were going to apply the overpayment to December. They told me to turn off my auto pay and resume paying in January. When I logged in January I saw that I was behind a month. I then saw they submitted a missed payment to my credit. When I called them they refused to take accountability for what they did and remove the **** on my credit and said they mailed me a check. I never received this check and still haven't received it. They yet again over charged me this month. They owe my 3k and also need to remove my missed payment from my credit. I only followed their instructions and have now been punished for it. I have no faith in this company they seem to charge whenever they want and don't care for their customers. I wish I could refinance but now they messed up my credit so I can't!

  Business response

  02/06/2024

  Good morning,

  I am working to obtain a formal response from our servicer regarding this complaint and will submit it as soon as I have it.

  Business response

  02/06/2024

  Please see formal response attached for the BBB.  A response is also being sent directly to the borrower with supporting documents.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a home in Memphis, TN that was financed through Highlands Residential Mortgage. As part of the closing fees, Highlands was to pay all city and county taxes on the property. Highlands paid the city taxes but neglected the Shelby County taxes. We informed Highlands of the remaining taxes, but they did not pay the Shelby County taxes. We began receiving delinquent notices from Shelby County for taxes in arrears and a late fee was assessed. To stop late fees and the risk of a lien being placed on the property, we paid the taxes ourselves. We called Highlands at least 5 times to ask for reimbursement for the taxes and the late fee. Although the customer service representatives have agreed that the taxes were not paid, and assured us that we would receive the reimbursement, no reimbursement was sent. Each time, there are no notes in their system and they do not start case numbers to track the progress- so we have to restart with each representative. The original amount of taxes was $560.93 and the late fee was $8.41. Our account number is: XXXXXXXXXX. We can supply the original tax bill, the delinquent tax bill, proof that we paid the tax bill ourselves, and the closing document showing that it was included as part of the closing fees that we paid. The property address is **** West ******** ******* ******** ********** XXXXX.

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2022/03/16) */ The formal response is being sent directly to the borrower due to confidential information that will not be published in this venue to protect borrower privacy.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Highland continues to take our payment out,then send the money back,and then take it out again. We've called several times and no one knows what's going on,but we keep being messed over in the end,continuously being told they don't know what to do .They've caused $210 in overdraft fees,last month we paid our mortgage ($1180.37)but for some reason they didn't receive it and it's not in our accounts,causing us to once again make multiple mortgage payments.

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2022/01/13) */ Attached is Highlands Residential Mortgage, Ltd.'s formal response. Please note that due to privacy reasons payment history has not been included in this response but instead has been sent directly to the borrower.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct 4th I put in an application for a mortgage with this company. Our direct contact was Lee ******** He was SUPER helpful with teaching us about products and seeing if we could take advantage of any of them. We found one, did ALL the back and forth to get what was needed to go to UW, he put it through the system and got approvals, HOWEVER, Phyllis and Deanne in UW refused to communicate regarding why they weren't approving, I STILL do not know why we weren't able to take advantage of a program we are well qualified for as I have had two other companies qualify us through UW. This has been a HORRID experience with my husband and I buying our first home, it was disrespectful they way they would go radio silent for DAYS knowing that two families were being held up because of this, AND it ended us costing my husband and I thousands more in closing costs as well. This is NOT how you treat clients, it is NOT ok to handle business this way, and we will NOT just let it go because now we are in our home we worked HARD for. We just closed on 12/1, even getting the final DC the night before. This whole thing was a mess, has caused us stress beyond belief, my anxiety sent me to the hospital due to this when I did EVERYTHING they asked and then some on every single request. They had ALL the documents they needed within 24 hours of requesting it, and they tried to hang the final radio silence on base income...which they had on Oct 4th....so how is that the final dispute when NOTHING was said about it until I proved everything else. Seemed like a cop out, especially when I added mu husband, gave thousands more and got an approval in less than a day. I want answers and we want to be made whole. We we offered $1000 towards closing which we didn't get either, I will take that for starters. This as the WORST experience I have ever endured. I have plenty of emails and documents I can send as proof this is ALL true. Just ask me for them...

  Business response

  02/04/2022

  Business Response /* (1000, 5, 2021/12/09) */ December 9, 2021 Service Representatives Better Business Bureau of North Central Texas 1601 Elm Street, Ste 1600 Dallas, TX XXXXX Re: ********* ************* - Case Number: XXXXXXXX To Whom It May Concern, Highlands Residential Mortgage Ltd. (HRM) is in receipt of the complaint dated December 3, 2021, on behalf of ********* ************* (the borrower). HRM values our customers, and we appreciate the opportunity to address this matter with the Better Business Bureau of North Central Texas. The results of our investigation found that the borrower initially applied for a Conventional TSAHC loan, but during the underwriting process, it was determined that the borrower’s employment history did not meet the eligibility requirements. Consequently, the borrower did not qualify for this loan program. The loan was changed to a Home Ready loan and, the borrower’s spouse was added to the loan application in order to qualify. A $1,000 pricing exception was given to the borrowers on the loan, and the loan was approved and closed on December 1, 2021. While the borrowers were interested in a particular loan program, they did not qualify, so HRM attempted to approve them for a different product. These efforts were successful, and we are proud that we were able to help the borrowers secure financing for their new home. HRM expects that all employees conduct themselves in a professional manner with a focus on customer service. HRM acknowledges that mistakes were made in the processing of this loan and communication could have been clearer with better explanations of the process. All parties involved have been counseled, and the loan officer involved is no longer employed with HRM. Our goal is 100% satisfaction, and we regret any inconvenience the borrower may have experienced through this process with us. Thank you again for the opportunity to address this matter. If you have any further questions, please contact us at **********@highlandsmortgage.com. Thank you, 950 West Bethany Drive, Ste. 800 – Allen, TX XXXXX ***** ** ******** EVP Chief Compliance Officer/Quality Control Consumer Response /* (3000, 7, 2021/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Things I need more explanation or documentation on: 1 - I need the Tsahc Employment eligibility requirements you are saying I did not meet. 2 - What were the other requirements I did not meet? 3 - I need proof of the $1000 pricing exception as my closing documents do not list that concession. 4 - I need the Home Ready documents to review as this is the first time I heard that this is the type of loan we have. 5 - What were the specific mistakes made with regard to my file, you listed there were some but I have not been informed of them and I would like detail. 6 - Please see attached document regarding employees conducting themselves in a professional manner, Lee ******* was the utmost professional but since I have filed my reviews and complaints lots of other employees have not exuded that characteristic at all. Business Response /* (4000, 9, 2021/12/14) */ Due to the sensitive nature of the information requested by the borrower, a formal response has been sent directly to the borrower. Consumer Response /* (4200, 11, 2021/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The "formal response did not answer any of my reply questions. This company is did not send any sensitive information in said "formal reply". I am awaiting my entire file from them and at that time will decide if I need to seek legal counsel. I have received no compensation or direct answers from the start of this inquiry. I will remain diligent in finding out the truth about the lies I was and am being told, and why I was put into a product (that I am paying for) that my husband and I know nothing about. We don't appreciate giving our business to a company that after the deal is done doesn't respect us enough to thoroughly answer our inquiries. We won't be satisfied until the truth comes out, whatever that may be.

*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. ↩