ComplaintsforPrimary Residential Mortgage, Inc.

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid my February 2024 mortgage payment in the amount of $555 when my statement said $555.55. This was the first time in years, I have accidently left off .55. I have a history of on-time payments for 5+ years. Rather than reach out to me, PRMI put my loan in default over 55 CENTS and reported me to the credit bureau thereby lowering my score. PRMI did not deliver on its mission statement to "... finance homeownership goals through a positive and personal experience." In fact, it did the opposite and provided a negative, impersonal experience because of 55 CENTS. Upon realizing the error (because PRMI put me in default and sent me a certified letter for the 55 CENTS,) I paid the 55 CENTS and I even paid the late fee for the insignificant 55 CENT oversight with no complaints. I also prepaid the next month's mortgage statement so I am now a month ahead on payments. However, I want PRMI to let the credit bureau know it was an error so that the credit score is not impacted over, dare I say it again, a mere 55 CENTS!! I have called into PRMI and while on hold, listened to their core values on their phone hold recording which include..."What's good for the customer is good for us", "We are allies for our customers", "We want to earn your trust by making the right choices", "Our primary focus is you"I am asking them to make me the "primary focus" and be my "ally." PRMI failed to notify me in a timely manner of the .55 shortfall and due to its delay and failure to just pick up the phone and call me, I was not notified in time to mail them the 55 cents before they contacted the credit bureau.I am simply asking for PRMI to tell the credit bureau that my payment was not late thereby removing a ding which can last 7 years OVER 55 CENTS. Please, do "what's good for the customer."

  Business response

  06/10/2024

  Hello,

  Dear *******,
  
  Thank you for providing this inquiry to Primary Residential Mortgage, Inc. (PRMI). PRMI is focused on addressing all customer feedback and is committed to achieving the highest level of customer satisfaction.
  The inquiry and loan file were thoroughly reviewed to provide the following response.

  In the inquiry, you raised concerns regarding the following matter:

  Credit Reporting
  

  
  In your inquiry you, requested an adjustment on your credit report for the negative reporting for PRMI After a full review of you account, we confirmed that your March 2024 monthly mortgage payment was
  reported as delinquent due to this payment received on April 16, 2024 and we confirmed that your March 2024 monthly mortgage payment was reported as delinquent due the payment received on April
  16th, 2024. PRMI has verified the information sent to consumer reporting agencies on the above referenced account. Our verification is based on a review of PRMIs records and the information for this
  account on your credit file at the consumer reporting agencies to which your account was reported, which could include Equifax, Experian, TransUnion, and Innovis. PRMI has completed the investigation of your
  dispute and confirmed that all information reported was accurate. 
  
  PRMI appreciates the opportunity to address your concerns. If there are any further questions or concerns, we are happy to discuss. Please contact ************* at ************** between the hours
  of 7:00 a.m.-5:30 p.m. MT Monday through Friday or visit our website at primeres.com. 
  
  
  Sincerely, 
  Loan Servicing Division
  Primary Residential Mortgage, Inc. 
  PO Box 16690 
  *****************************;

• Initial Complaint

  05/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This morning I went to pay my mortgage within the grace ******* I typed in the value I owed and was charged for 2 months instead of one. so instead of taking the $2,988 it took $5,988. which covers May and June. I only put in to pay **** This has now caused me a hardship as I was not prepared to pay June.There is no way to reverse the payment on the website and fix it. This is not the first time I have encountered shady practices on their website. I would never recommend this business to anyone.

  Business response

  05/15/2024

  Thank you for sharing your remarks. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our team was able to delete the incorrect maintenance altogether and take the correct payment amount over the phone with the client. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My mortgage payments processed through NASA Federal Credit Union, on December 29 for January 2024, was rejected several times by Primary Residential Mortgage stating "No Account". My mortgage has been paid thru this same system with the same account number **********, in the same manner for 3 years, the very beginning of this loan. I was advised of ongoing problems with PRMI's system returning/rejecting payments by an employee within their company. She advised that "this problem was suppose to be fixed". I received several phone calls advising that my mortgage was late. I received a letter dated January 16, 2024 stating that now owe $3,375.64 and threatening a late fee of $48.42 and reporting to credit bureau. A THOROUGH REVIEW OF MY PAYMENT HISTORY WILL REVEAL THAT MY PAYMENT ARE ALMOST ALWAYS PAID THE END OF THE PRECEEDING MONTH. I AM NOT BEHIND IN Y PAYMENTS. This is so very disturbing not to mention erroneous. It's time to pay my February mortgage. I fear that it will be returned also. I am a 71 year old senior maintaining my home and caregiving a sick husband and grandchild. This only adds to my stress level.

  Business response

  02/09/2024

  Thank you for sharing your remarks regarding our Servicing Team. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing the information you submitted, and a response will be provided as soon as possible. If you wish to speak to someone on our team directly, you may contact a customer service representative by calling ###-###-####.  

  Customer response

  02/14/2024

  
  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

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home where Primary Residential took over the mortgage for 1 month, December 2023.I have been calling them for almost the entirety of December up to todays date. They were given the information to take a mortgage payment, however no payment was removed from the account. The bank stated no attempts were made. PRMI stated that I gave them the wrong information, even though I had the employee on the line read back the information, matching my accounts. I am a month past on this mortgage now and cannot get them on the phone to get my information so I can make a payment, but they will send threatening letters.

  Business response

  01/05/2024

  Thank you for sharing your remarks regarding our Servicing Team. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing the information you sent, and a response will be supplied as soon as possible. If you wish to speak to someone on our team directly, you may contact a customer service representative by calling **************. 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. They requested my tax bill what they received does not belong to me or my home address (they admitted that it doesn't belong to me) and adjusted my escrow grossly by 4.5X due to this tax bill that doesn't even belong to me - they wont do anything about it - they are charging me $130/month due to their error and simply wont help me. I would like the overage of funds to be deposited towards my principal balance at the time of receipt. 2. They issued a refund check to me for the overage in the escrow - i cashed the check and the check came back with a stop payment - i called and their reason is "the check is only good for 45 days" Guess what the check says that its good for 90 days - what a joke. I ask them if they stop pay the check after 45 days (which is 3 weeks ago) are you just going to keep that money - since it has yet to show up back in my escrow account.

  Business response

  06/05/2023

  Thank you for sharing your remarks regarding our Servicing Team. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing the information you submitted, and a response will be provided as soon as possible. If you wish to speak to someone on our team directly, you may contact a customer service representative by calling **************.  

• Initial Complaint

  05/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******************************* of Primary Residential Mortgage tried to tell me that he did not know what the Service Member Civil Relief Act was, and when I explained it to him he told me he knows exactly what it is and that he does not care, because my credit is not perfect so he cannot make money off of it if he follows it, even if he is mandated to by law. He refused to do business with me after finding out that I knew about the **** and hung up the phone on me and told me outright businesses would not do business with the military if they had to follow that regulation, because they would not be able to make money off of the military members. This is also discriminatory as he is refusing to do business with me because I am in the military.

  Business response

  05/08/2023

  Thank you for sharing your remarks regarding your experience with our branch. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing your information, and a response will be provided as soon as possible. If you wish to speak to someone on our team directly, you may contact our corporate office at **************. 

  Customer response

  05/08/2023

   
  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. I await their communication on this matter.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their escrow department has made a mess of our escrow account. They are severely overcharging us a monthly amount and we aren't allowed to work directly with them. Also, their customer service department is not treating this with any urgency at all.

  Business response

  03/27/2023

  Thank you for sharing your remarks regarding our Servicing Team. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing the information you sent, and a response will be supplied as soon as possible. If you wish to speak to someone on our team directly, you may contact a customer service representative by calling **************.

• Initial Complaint

  03/12/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am not liable for this debt with Primary residential Mortgage and do not have a contract with them. They do not provide me with the original application like I asked.

  Business response

  03/13/2023

  Thank you for sharing your remarks regarding your experience with our branch. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing your information, and a response will be supplied as soon as possible. If you wish to speak to someone on our team directly, you may contact our team at ###-###-####.

  Customer response

  03/15/2023

   
  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

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back on 1/16/23, I received a letter from PRMI requiring me to have flood insurance on my property on which I purchased right away and submitted to then back on 1/24/23. PRMI kept sending me threatening letters stating they will purchase a flood policy on my property on which i already submitted to them. They couldnt explain to me why they dont see i already submitted this. Then, they added escrow to my account charging me for the 30 day waiting period anybody has to wait for new policy. Then, they charged me for an entire year of flood insurance when i already purchased and submitted one. After many hours and talking with Supervisors, they assured me that the es row and overcharged were going to go away in weeks. Weeks went by and nothing. I called them today 3/10, and they told me escrow will stay and the overcharges. Also, there is nothing i can do to change that. I will seek legal actions against the bully and abusive actions from this company. I believe they want to push away clients with low interest rate like me of 2.5% to use the same funds and lend someone else for todays rates. Completely abusive and against the law. See you in court

  Business response

  03/13/2023

  Thank you for sharing your remarks regarding our Servicing Team. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing the information you sent, and a response will be supplied as soon as possible. If you wish to speak to someone on our team directly, you may contact a customer service representative by calling **************.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a hardship I called in to Primary Residential Mortgage explained all of the details , and asked if I would qualify for any hardship , they advised me to send in documents that consist of the medical issues that caused me to have a hardship, I sent in the documents after going bac in forth for 6 months with *************************** and ****** they all were stating the same thing as they were not receiving any documents, I would call almost every day I emailed, faxed and had the office store sending in my documents, I would call them immediately after sending in documents then they would say it will be 30 days , foe them to review to provide me a decision, this went on from June of 2022 through November of 2022, in the beginning they advised their process of them receiving and reviewing my documents would take 30 days , as months went , It just felt to me they were dragging out the process to get more money from me that I didn't have, I still have every email that I sent with my concerns about my issue not being resolved causing me to get further in debt, after 6 months of going back and forth, on a resolution I was advised would take 30 days I received a letter in November stating I was approved for a financial hardship and that my mortgage would increase by ****** every month, It just doesn't make sense if I'm in a financial hardship how is Increasing my mortgage by ****** for the life of my loan going to help me. This has caused my credit score to go down after going through a divorce and raising 3 children I worked so hard to get my credit to a decent credit score . I an so disappointed in Primary Residential Mortgage, I had such good hope in lhem before this, I feel it is no way it will *********** months to reach a decision when the process was initiated at 30 days. I use to love this company, I even recommend some of my friends to this company,

  Business response

  03/10/2023

  Thank you for sharing your remarks regarding our Servicing Team. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing the information you sent, and a response will be supplied as soon as possible. If you wish to speak to someone on our team directly, you may contact a customer service representative by calling **************.

*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. ↩