ComplaintsforPrimary Residential Mortgage, Inc.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  More info

  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 **************.  

• Initial Complaint

  04/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have tried to reach out to Primary Residential Mortgage about why the correct escrow amount was not being applied to our total mortgage payment. Now because we are short in escrow our home mortgage payment has increased by over $600 a month.

  Business response

  07/20/2022

  Thank you for reaching out to us with your concerns, we take all complaints very seriously and apologize for the delay in our answer attached.  Should you have any additional comments or complaints, please reach out directly to our National Customer Relationship Manager at ###-###-####

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found out in March of 2022, after having a loan account with Primary Residential Mortgage, that they have not been making payments from my escrow account, towards my insurance premium (through Goosehead Insurance) since June of 2021. They have waited until now, to inform me that my account with be put onto a force-placed policy premium. PRMI, also, never informed me that my account has become a loan transfer. I have been contact with my previous insurance provider, who can give me SPECIFIC agents' names at PRMI, whom they spoke to back in June of 2021 (to collect payment) and still they did not pay. Now they are claiming that they cannot be held accountable for any mortgage payment increase, due to this force-placed policy, even though I have ALL documentation proving that PRMI did not contact me about this policy cancellation or attempt to make any payments out of escrow, since last year.

  Business response

  04/22/2022

  We are responding to this complaint under separate cover due to privacy concerns.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I discovered on December 27th that I did not have *************** because PRMI did not pay it. I notified them myself in Aug/Sep that it was due and I do have the correspondence to prove this was sent, recieved and assured it would be paid for. It was not! I only was made aware because I was trying to refinance. I started calling and emailing did not get any calls back, emails were rejected. I finally got someone on the phone after weeks of trying and being on hold for hours. They sent a ****** payment to my flood insurance company on Jan. 7th spoke to insurance company and they said no policy to apply it to because it was outside 90 period of reinstatement. They also have proof of sending bill for payment again per my request in Sept. So now I have $****** of my money that is lost. I also have been requesting my new ecscrow analysis since October when ******** requires it to happen. Never received that either. Now I have called emailed been promised a call back from supervisors talked to insurance departments and no call backs. I am continuing to email. Now I have refinanced and paid off this loan. Primary owes me almost ******* dollars in escrow, over payment, PMI insurance deducted in payoff month and lost flood insurance payment. If I could *** for the stress and my loss of time I certainly would. I will not give up or go away until I get monies due me.

  Business response

  03/04/2022

  Regarding the flood insurance, we did send payment in the amount of $996.83 to Metropolitan Property & ****************** on 1-12-2022.
  We have tried to get ahold of the insurance company to confirm if the borrower was refunded the $996.83, we have been unsuccessful and will keep trying.
  
  

  Customer response

  03/04/2022

   
  Complaint: 16818608
  
  I am rejecting this response because:

   

  The amount that pulled from my escrow was ****** and no I did not receive my money back to me. When I contacted to insurance company they do not even show any payments being received. They did tell me that the funds would have to be returned to Primary because of it coming from escrow. The explanation they provided offerred no solutuon to my problem. Had they done their jobs to begin with this would not be happening now.  I WANT MY MONEY! I also want them held accountable for the poor customer service.  
  
  Sincerely,
  
  ****************************************

  Business response

  11/25/2022

  In the inquiry, ******************************* requested a refund of $990.00 to reimburse her for funds drafted from
  her account for flood insurance coverage. A review of the account confirms that PRMI received
  notification of *************** cancellation and disbursed the renewal payment amount of $990.00 to the
  insurance carrier on January 12, 2022.

  
  Although PRMI has not received a refund of the $990.00 paid to the insurance carrier, as a courtesy,
  PRMI has refunded the $990.00 to ******************************* directly and will obtain reimbursement from MetLife.
  The refund will be issued under separate cover.

  
  PRMI appreciates the opportunity to address ************************* concerns. If there are any further questions or concerns, we
  are happy to discuss. ******************************* can contact ************* at ************** between the
  hours of 7:00 A.M.-5:30 P.M. MT Monday through Friday or visit our website at MyPRMILoan.com.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have been asking this company daily for my escrow analysis which is something you should get yearly. They are trying to overcharge me for my mortgage because my escrow is over what it should be. Have talked to supervisors and asked for a manager but they refused to get me one. Very dishonest company. Also they have not paid my homeowners insurance which is on the verge of being late and of course thats escrowed. So they are not only cheating me out of the analysis but also something I am paying for in my escrow. Horrible company

  Business response

  02/14/2022

  
  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 several items regarding the following matters:
  
  Escrow ********************************
  
  
  Escrow Analysis:
  
  Primary Residential Mortgage (PRMI) received your request on December 27th, 2021 regarding an escrow analysis. Annual analyzes are scheduled to be performed on Georgia loans in November. PRMI reached out to you via email notifying the request was still under review January 24th,2022. On February 10th, 2022, you spoke servicing and promised a follow up on the original request once an update was provided.  
  
  The escrow analysis request was escalated to management, to be completed within 7 business days. Upon completion, servicing will contact you with the update.  
  
  Homeowners Insurance:
  
  The current homeowners insurance policy on file is with ****************** with renewal date of March 27th, 2022. The policy is not passed due. If new insurance was obtained, PRMI will need a copy of the Evidence of Insurance to disburse payment and to update your account. If the current policy is still active and you have received a copy of the ****, you are welcome to send a digital copy to *****************************
  

  Customer response

  02/14/2022

   
  Complaint: 16758165
  
  I am rejecting this response because:

   

  You all have told me the analysis will be done in a week since the beginning of January so how will this time be any different than the previous attempts for me to have this done?

   

  I spoke with a rep on February 10th 2022 that told me you all have received my new policy information from Allstate to issue payment now you are saying you have not received anything. That doesnt make sense. My former policy (progressive)  canceled on 2/2/2022 and was originally going to renew on 3/27/2022. Allstate (my new company) has already sent the new policy information which was again confirmed by your representative on February 10th 2022. Why am I (the customer) needed to do additional steps?
  
  Sincerely,
  
  *******************************

  Business response

  02/28/2022

  We are sending the response directly to ****************** to maintain privacy and confidentiality with his financials. 

• Initial Complaint

  02/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The mortgage company will not answer the phone, nor will they return my phone call. I have called on several occasions, leaving a message to receive a call back "within 4 business hours". I have not heard from anyone.

  Business response

  08/02/2022

  Thank you for sharing your concerns with our Servicing dept.  We have addressed your concerns in the attached letter.   We hope to provide clear and timely responses to you going forward.  

• Initial Complaint

  12/21/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ive been with PRMI for over two years and am in the middle of a refinance which brought to light many issues. Starting back in July my flood insurance policy should have been paid which my insurance company says they called several times about. It was never paid and was cancelled. Im in a flood plain and it was required to buy the house yet yall wont pay for it on time. Now My policy is cancelled, which Im just now figuring out about in December. PRMI is also 3 months delinquent on my property taxes that were supposed to be paid in October. Not to mention I cant get ahold of anyone willing to actually help me. Its always the department will hear about it and well fix the problem or Im sending it to my supervisor to contact them nothing ever gets done. And Ive been calling constantly and lately when I dont get a call back it hangs up immediately on me. Ive emailed corporate three times. No response, called over ten times . Nothing. Will be moving towards legal actions until this is resolved.

  Business response

  12/28/2021

  Delinquent Taxes:
  Taxes were not disbursed until December 2021 due to the tax ID/property was not apportioned when tax cycle reporting was given in February 2021. PRMIs third party vendor requested the **** again in May 2021, and property was still un apportioned. Notification was not provided of finalized portioning until **** was passed due.
  
  Resolution: PRMI covered the penalty fee of $140.36 and disbursed payment for tax installment on December 21, 2021.
  
  
  Cancelled ****************
  In July 2021, the escrow department received the flood insurance ****, but it was for previous effective dates 09/30/2020 through 09/30/2021. A request was submitted for the updated renewal, but per agencies response, the 2021-2022 **** was not available yet. We had not received any further correspondence from the insurance company until escrow contacted them on December 22, 2021. The flood insurance policy cancelled July 26, 2021 due to non-payment.
  
  Resolution: Lender placed insurance was issued for the lapse in coverage and PRMI will cover for up to 46 days until client can provide evidence of flood insurance. Client Relations spoke to the borrower on December 23rd, 2021 explaining this, and a direct line of contact was given to send the ****.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an email on 11/29 stating that I had to sign docs to close my loan. This was out-of-the-blue. This really concerned me. I was thinking about identity theft. I sent an email back asking who they were and why I was being contacted. Instead of a response, my email address was blocked. I still don't know what is going on. Can you help? Thanks.******* P.S. Here's the email:Loan Process - Step 5: Close Your Loan Inbox ************************ Nov 29, 2021, 9:35 AM (1 day ago)Hi ****, After your loan is approved, you are ready to sign the final loan documents. You must review the documents prior to signing and make sure that the inte ***************************** 2:12 PM (1 hour ago)Hi. Who are you and why are you writing to me?Mail Delivery Subsystem <****************************>2:12 PM (1 hour ago)to me Error Icon Message blocked Your message to ************************ has been blocked. See technical details below for more information.The response from the remote server was:550 5.4.1 Recipient address rejected: Access denied. AS(201806281) [MW2NAM12FT022.eop-nam12.prod.protection.outlook.com]---------- Forwarded message ----------From: ***************************** <*********************>To: ************************ Cc: Bcc: Date: Tue, 30 Nov 2021 14:12:36 ***** Subject: Re: Loan Process - Step 5: Close Your Loan ----- Message truncated -----

  Business response

  12/01/2021

  I apologize for this happening to you, however it was not from us.  We are Primary Residential Mortgage **** and our email address would end primeres.com  I don't know who that email was from, hopefully there is a phone number you can call to resolve this.  We wish you well in finding out who this company is. 

  Customer response

  12/01/2021

   
  Complaint: 16193576
  
  I am rejecting this response because: The email I received was from *********************, who is an agent of Primary Residential Mortgage, Inc. which is your company.  I want to know what is going on. Please don't try passing the buck again. You may force me to contact an attorney.  
  
  Sincerely,
  
  *****************************

  Business response

  12/01/2021

  ***** has not worked for them for over a year that email address is for Premier Mortgage Resources and you could reach out to *********************** at that company (sorry I do not have a phone number) but it should be listed and he can verify any other information you have.  ***** has been with us for over a year and doesn't have access to that email address and doesn't recall having you as a client while he was there. 

• Initial Complaint

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My mortgage lender is PRMI - I recently partnered with another company for an FHA streamline. During the process I was told PRMI would not transfer my escrow balance to the new lender. This resulting in me paying almost $4,000, but, with the commitment my escrow would be refunded **** business days. After closing, I reached out to PRMI inquiring about the escrow refund. I was then told the refund would take ***** business days. I requested an exception due to the fact I was given incorrect information, had accurate information been provided, I would have changed the timing of closing - with Holidays coming up and family commitments I cannot afford to be out $4,000 for a significant period of time. I've reached out to customer service multiple times, I was given the escrow department email address but was also told "good luck getting them to respond" which have proven to be 100% accurate. I have not even received acknowledgment the email was received. I've been told this has been "escalated" but nothing has changed and nothing will change. I spoke with the Compliance Officer with the company that processed the Streamline, he contacted PRMI on my behalf to discuss the fact that it does not take ***** business days to process a simple refund. He too had no luck. I've asked multiple times to unwind the entire process, I was told this is not possible. I have no recourse and nothing that can be done and I am seeking assistance as I don't know where else to go.

  Business response

  11/18/2021

  Escrow refund for $5,906.31 processed yesterday and will go out in the mail today.  

*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. ↩