Customer ReviewsforThrive Mortgage

This company is not about their customers. They do not go out of their way to help! I refinanced my home with them in December 2020 and mind you I initially bought my house in **** and have NEVER missed a payment. With the Covid pandemic I had been working from home for 2 years and in May we came back full time into the office and my routine was totally out of the normal and I somehow missed paying my May payment. I never received a call or email (which they have both of these contact information) and they said they mailed a letter JUNE 6, 2022 and by this time I had already realized and made the payment on June 3, 2022 and set up an automatic draft to come out of my account on June 17, 2022 for the June payment. They reported my mortgage as a missed payment and it caused my credit score to drop over 110 points. I wrote a good will letter asking for forgiveness for this error, that was on my part to the *** of the company *****************. The next day, I called customer service and was on hold for 40 minutes. Hung up and called back to only be told they cannot help. Once something is reported to the credit bureau it cannot be removed. I asked for a supervisor and was told, she is only going to tell you the same thing. So I didn't get to even to speak to a supervisor. I type up another email to the *** ************** and advised him of my experience with the ********************** and attached a screenshot of the 40 min wait that I was on. ************** forwarded my email to *********************, who is a Corporate Servicing Manager who said she will look into my issue an get back to me in 2 days. She didn't! I had to reach back out to them, only to get a response that once something is reported it cannot be removed which Is NOT TRUE! They are also still reporting my account to be late and it is not late. So I guess they cant fix that either so I will forever show late on my mortgage even though I am not late! Be careful not be human and make a mistake on your loan or you will be punished.

********************** services my mortgage. On June 30, my credit union's ****-pay posted duplicate payments. I called ********************** and was told to submit a *** of my bank statement illustrating the duplicate payments, and that a refund would be processed within 24-48 hours. I took a screen shot of that section of my bank statement, saved it as a *** and emailed the document. I asked for verification of receipt of the email. I checked my emails on July 1st and 2nd. Because of the July 5 federal holiday, I couldn't contact ********************** until July 6. I spoke with ****** and asked about the status of the refund. She initially couldn't find my email with the ***, which means no one had read it or initiated the refund process. She found it finally and said she'd call me today, July 7, with a status update. But she also said it would take seven business days to get a check mailed to me.When she called this morning, she said they couldn't use the *** because it was a *** of a screen shot. I told her it was the format they requested, it clearly illustrated the duplicate payments and I wasn't going to submit a complete bank statement with financial information Thrive wasn't entitled to view. She said she'd "check with another department" and call me back. I told her that it appeared ********************** was deliberately stalling on my refund. She called me back at 10:45 and said, no, they needed a complete statement, then suggested a print one out and redact everything but the duplicate entries. I'm traveling and don't have either the access or the time to do this. So I made a *** of the statement and sent it as a confidential email. At 4:14 today I got a voicemail message from ****** indicating they couldn't open the ***. This is obstructionism bordering on theft. I want ********************** to process my refund and return my money to me.