ComplaintsforPrimary Residential Mortgage, Inc.

Mortgage Broker

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Initial Complaint
03/03/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date: 2/27/2023 Time: 9:43am EST I made a payment of $1040.00 by phone with ***** @ ************ I provided the routing and checking account numbers in double digits (ex. instead of 7, 0, 5,4,7,2, etc, I said 70, 54, 72, etc)***** repeated the digits back to me just as I gave them to him, 70, 54, 72, etc Today, 3/3/2023 at 3:09 EST, I received a call stating I provided the wrong checking account number and they listened to the recording and I agreed with what was repeated back to me by their representative and therefore I would be charged a return check fee of $30.00.Note. The female initially said they listened to it twice but before the conversation ended, she said she listened to it once when I pointed out the discrepancy in her statement. I asked to hear the recording, but was denied and told not without a subpoena.The discrepancy being 7, 5,4 with the correct numbers being 7,0,5,4 etc.; the 0 being omitted.I am adamant that I provided the numbers 70, 54, 72, etc, and ***** repeated them back to me 70, 54, 72; however the females I spoke with today (******** whom said she was a supervisor @apprx 3:09 EST) stated I said, 7, 5, 4, 7,2, etc. and the female representative before her stated I ***** repeated 75, 54, 72, etc. They are liars and ripping their clients off. The two of them didnt even have the same lie. This is clearly a rip-off. A reputable, customer oriented business would support their paying customer by giving them the benefit of doubt and/or proving their point by replaying the recording. This company is more interested in ripping their customers off of $30; which adds up over several customers, several times a year. Clearly their representative made a mistake in transposing or omitting numbers. It's very easy to type a number but repeat something totally different. However, after speaking with the 2 representatives today, it makes me think it was all done intentionally, hence refusing to allow me to hear the recording. Why is a subpoena needed to hear My conversation, about My account, with their representative. They are robbing their customers.My request is to hear the recording or my account being credited for the $30 return check fee. Thank you for your attention to this matter.***************************
Business response
03/06/2023
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 **************.
Customer response
03/12/2023

Complaint: 19535944

I am rejecting this response because:

Sincerely,

***************************
Customer response
03/13/2023
Primary Residential's response is an automated response stating they'll respond as soon as possible. I would like a response to my compliant within 7 days.

Thank you
Business response
03/15/2023
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 has reviewed the information you sent, and we have waived the *** fee in the amount of $30.00. 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.
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
03/02/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I called Jeremy P******* about getting a mortgage line. I called him in January about getting a mortgage loan and stated I was not eligible for getting a mortgage loan. I stated the reason why. I called him in February stated my credit score has improved and he stated he could run my credit score until March 1. I called him several times on march1 and no answer. He text me and stated he was waiting for the results. On March 2, he called me back and stated my credit score was not up but down. I called him backed he stated I was not working on my credit score, I was wasting his time and money. He stated to pay debts and him him back in 4 months, when I was no longer a deadbeat person
Business response
03/06/2023
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 corporate office at ###-###-####.
Initial Complaint
02/15/2023
Complaint Type:
Customer Service Issues
Status:
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.
On February 2nd 2023 I paid primary residential mortgage $230 for some type of inspection they told me I needed to remove PMI from my loan. They told me I would hear something in the next 2 to 3 days. Today is February 15th and I have not heard anything at all.
Business response
02/15/2023
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
01/09/2023
Complaint Type:
Product Issues
Status:
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.
I refinanced my home in order to put solar panels on my house. Primary Residential sent ****** to *********** and ****** they held back. Since then my interconnection application failed testing and *********** filed for Bankruptcy. Been attempting to get the ****** dollars back from Primary Residential Mortgage. They stated they sent the check to ***** Mac but ************** states they haven't recieved it I haven't recieved it and I can no longer get a hold of this ************************* who isn't responding to my messages or phone calls to ask them to follow up.
Business response
01/09/2023
Thank you for sharing your remarks regarding your experience . 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.
Initial Complaint
12/29/2022
Complaint Type:
Billing Issues
Status:
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.
I have continually called this company and nothing is being done, no notes on the account, and keep getting the run around. My account was transferred to this company effective Nov 2, 2022 - My November 2022 was already paid prior to and they are saying it is lost - which means I'd be paying double, which I am not going to. I keep getting put on long holds, and hung up on and no resolution. I cannot make the Dec 2022 and Jan 2022 payments until the issues w/Nov 2022 is resolved. No one will help and the customer service is downright terrible. Please BBB help, please. I am at risk of this being turned over to collections and ruining my credit.
Business response
12/30/2022
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
12/29/2022
Complaint Type:
Billing Issues
Status:
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.
I have continually called this company and nothing is being done, no notes on the account, and keep getting the run around. My account was transferred to this company effective Nov 2, 2022 - My November 2022 was already paid prior to and they are saying it is lost - which means I'd be paying double, which I am not going to. I keep getting put on long holds, and hung up on and no resolution. I cannot make the Dec 2022 and Jan 2022 payments until the issues w/Nov 2022 is resolved. No one will help and the customer service is downright terrible. Please BBB help, please. I am at risk of this being turned over to collections and ruining my credit.
Business response
12/30/2022
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
12/08/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We do not agree that we are actually in a hardship and that the PRMI has unlawfully not accepted our request to pay the mortgage and miscalculated that original repayment plan identified in August 2022.PRMIs policy is that when your account is delinquent you can not pay via the online portal, the portal is actually shut off and you are required to pay via phone with a $15.00 phone fee. We believe that PRMI is unlawfully collecting the $15.00 phone fee when knowingly shutting off the online payment portal. Misleading consumers about pay-by-phone fees" Based on the definition of a repayment plan at www.fanniemae.com we were not afforded the opportunity to spread the two (2) missed payments over a longer period of time. "typically your past-due amount will be spread out over a set time frame (e.g., 3, 6, 9 months) and added on to your existing mortgage payments. The definition states that a repayment plan allows you to bring your mortgage current over a period of time (up to 12 months). In August 2022 The calculation PRMI used of $3,160.37 for three (3) months does not equal two (2) missed mortgage payments. If the two (2) missed mortgage payments (less the $42 late fees were calculated to be repaid over three (3) months September, October and November, the schedule would have been:September $1,735.94 + $1157.29 = $2893.23 NOT $3,160.37 October $1,735.94 + $1157.29 = $2893.23 NOT $3,160.37 November $1,735.94 + $1157.29 = $2893.23 NOT $3,160.37 Even adding in the $42 late fees for the two missed payments the total is $2,935.23 NOT $3,160.37. What we found was that PRMI calculated in $995 of fees incurred in 2019-2020 listed as the Recoverable Corporate Advances and did not pertain to the two (2) mortgage payments we were looking for help with. And since we are unable to access our online portal with PRMI we can not definitive calculate if we owe any other $42 late charges which we would agree to pay within a reasonable repayment plan.
Business response
12/08/2022
Dear *****************************,
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 ************** escension 1004012.
Customer response
12/08/2022
Complaint: 18543363

I am rejecting this response because: this is not a resolution from PRMI. We are grateful that PRMI has sent our complaint to their resolution team and look forward to the response.

Sincerely,

*****************************
Business response
12/15/2022
Hello ******************,
Our servicing department is diligently working on a solution.
Customer response
12/16/2022

Complaint: 18543363

I am rejecting this response because: this is not a resolution to the events in September. We'd like to thank PRMI for looking into the resolution, as stated in their response. We'd like the calculations of the payment plan that began in September 2022 to be outlined, in detail and all call recordings in September to be reviewed because we were given inaccurate information from the customer service representative, leading to the position we're in now. We'd also like to request all transcripts for our phone calls beginning in July 2022 be set via email to **************************************************.

Sincerely,

*****************************
Business response
12/22/2022
HI *******,
We appreciate your working with us while we come up with a resolution. We are going to reach out to you outside of the BBB platform so communication can be more direct. We will inform the BBB once a resolution has been obtained. Please feel free to reach out to us at ****************************. You will be receiving a follow up by Tuesday of next week.
Customer response
12/22/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that follow-up outside of the BBB portal will be completed by 12/27. PRMI will be submitting the final resolution to the BBB. The is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
07/04/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I was in the market to purchase a home for the first time, PRMI was recommended to me by my agent. I decided to give them my business as my mortgage company. however due to the home purchase fell through. I paid for the inspection and appraisal for the home which is protocol. I was advised by ********************************* my loan officer with PRMI, that they would pay for my next appraisal contigent on me continuing to use them for my mortgage company. My agent ***** A with *********************** Realty recommended PRMI, however around the end of January beginning of February 2022, my agent just stopped communicating with me, no calls, texts, or emails, once she stopped communicating so did *********** L with PRMI, leaving me no choice but to find a different agent and mortgage company, therefore they would not have to pay for my second appraisal due to they ceased all communication, so I am requesting they still pay for my appraisal eventhough I will not be working with them due to they severed our partnership not me. I have attached the appraisal invoice, email from PRMI stating they would cover the next appraisal, and the receipt of payment for the appraisal. The way they have done me as a first time homebuyer in the market is unacceptable and has been a horrible experience for me.
Business response
08/05/2022
Thank you for sharing your remarks regarding your experience with our branch in ************, **. 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 directly to you as soon as possible. If you wish to speak to someone on our team directly, you may contact our National Customer Relationship Manager at *********************************.
Initial Complaint
06/03/2022
Complaint Type:
Billing Issues
Status:
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.
PRMI has unfair practices and inconsistent processes, they seem to be working against customers struggling to make payments, stall on response times, make more demands for information, an stall and purpously delay coming to a solution for the customer. PRMI has long call hold times 1-4 hours and the agents will say they don't do that. PRMI agents hang up on calls both during a conversation or while they put you on hold, I have experienced several dropped calls. PRMI phone lines drop all calls near their closing time of 5:00pm., even if you are in the middle of a phone discussion with an agent. A PRMI agent will call you and when you answer the phone and say hello they immediately hang up on you and don't take the call, this is follow up by an automatic email saying they tried to reach you, when you did answer the call but the agent hung up on you. I have sent them several screenshots from my cell phone about all of the above and PRMI still says they don't do those practices. PRMI has willingly not allowed me to make a payment they say they need to get back to me. PRMI sends agents to your home address without your knowledge to delivery late notices, these agents do not show credentials and the paper notices they deliver do not come on PRMI stationary envelopes. I have filed a complaint at my local police department. PRMI says they will do whatever it is in their power to get their payment including violating me and my households privacy. Even when I am in discussion with PRMI and waiting for a solution they send out an agent in person. all I want to do is make payments but PRMI will not take my payments.
Business response
07/20/2022
Thank you for reaching out to us regarding your experience. We take all complaints and comments very seriously and we have provided our response attached above. Another copy will also be sent to the borrower directly. If you have any further questions you may reach out to our National Customer Relationship Manager at ###-###-####
Initial Complaint
05/24/2022
Complaint Type:
Billing Issues
Status:
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.
I bought a home through the VA in the summer of 2020 in Beaverton Oregon. The mortgage company that was used was Primary Residential Mortgage (PMRI). Back in September 2021 I fell behind 2 months on my payments but was able to keep up with payments the months after that. Because I was behind PRMI needed a hardship packet to further assist me with my mortgage. PRMI wanted a document explaining why I fell behind and I was not able to provide this document do to the nature of how I fell behind. During the summer of 2021 I was in the middle of a custody battle and while trying to make payments to lawyers and keep up with monthly bills, care for my daughter along with mortgage I fell behind. PRMI requested bank statements and explanations on where my money came from and went which I provided. Every payment that was made from that point was considered a “partial payment” and went towards the months I was behind instead of the current month the payment was for. I was in a perpetual cycle of being behind with every payment up until Jan 14th after which they refused to accept any more payments. Because of their refusal to accept payments I went from being just 2 months behind to being 6 months behind. I was forced into foreclosure, and I was forced to sale. Now I am in a new state and because PMRI has put all this on my credit report I am unable to rent or buy anything.
Business response
07/25/2022
We take all complaints very seriously and want to provide a personal and positive experience to all of our borrowers. Due to the sensitive nature of this complaint we have responded to him privately via written letter. If there are any further comments or complaints he is welcome to reach out to our National Customer Relationship Manager at **************.

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ComplaintsforPrimary Residential Mortgage, Inc.

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