Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried contacting Independence Home Loans to remove me from their mailing list. It is deceptive packaging and predatory. I would like all of my information removed from their database and have never explicitly consented to the selling/distribution of my personal information. And stop sending me unsolicited mail.

  

  Business Response

  Date: 07/25/2025

  Hello,   
  I am writing in response to your recent complaint regarding the unwanted receipt of mailers, which we received on 7/25/2025. I would like to express my sincere apologies for any inconvenience or dissatisfaction you may have experienced because of this matter.
  At Independence Home Loans LLC, we strive to provide exceptional service and maintain the highest standards of quality. We take customer feedback seriously, as it allows us to identify areas for improvement and ensure that similar issues do not arise in the future.
  Per your request, you have been added to the do not mail list as of 7/25/25. Please note that you may receive one additional piece of mail while the suppression processes in our system. We appreciate your understanding and patience throughout this process.  Should you have any further concerns or queries, please do not hesitate to contact us directly at *************************************
  
  Sincerely,
  Independence Home Loans, customer support.

  Customer Answer

  Date: 07/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ****
  
   
  

• Initial Complaint

  Date:07/23/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  End of June 2025 I began the process with this company to refinance my mortgage under an *** loan. I was instructed on what to provide and not to pay July 2025 monthly mortgage amount. Through the month of July I kept asking when a closing would be set as we were passing the due date of July payment and I didn't want my credit impacted by a late charge.On 7/22/25 *** **** sent me an email (didn't place a call) and told me to make the payment as they were still working to bring to close the activity. As a result I have set up to make the payment on 7/23/25, including the late charge of $134.78. I also had to pay out for an appraisal $675.00. That toals $809.78 which I believe they should issue me a complete refund. If they take care of this in the next 5 days, that will satisfy the situation but if it goes on longer I will seek lega remedy and damages.The location information for the business I have been dealing with is ***************************************************. The person is *** **** at **********

  

  Business Response

  Date: 07/30/2025

  Hello,   
  I am writing in response to your recent complaint regarding the customer service issues you experienced. I would like to express my sincere apologies for any inconvenience or dissatisfaction you may have experienced because of this matter. At Independence Home Loans LLC, we strive to provide exceptional service and maintain the highest standards of quality.  We take customer feedback seriously, as it allows us to identify areas for improvement and ensure that similar issues do not arise in the future.
  I have investigated this matter for you. The loan officer you began the loan process with is no longer employed with us; the subsequent loan officer who took over your application noted that due to the *** guidelines maximum loan amount being exceeded, a restructuring of the loan would need to take place. The proposal for new terms was not accepted by you, and the loan was withdrawn. As a gesture of goodwill, we are in the process of refunding your $675 appraisal fee. The late fee incurred by your delayed payment on your current mortgage will not be covered by ***, as that is a separate contract and payment schedule you agreed to with your current mortgage servicer. We appreciate your understanding and patience throughout this process. Should you have any further concerns or queries, please do not hesitate to contact us directly at *************************************
  
  Sincerely,
  Independence Home Loans, customer support.

  Customer Answer

  Date: 07/30/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ***
  
   
  

• Initial Complaint

  Date:07/20/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been receiving weekly notices from Independence Home Loans via **** to refinance or collect money held in my existing escrow account. These notices come in a variety of mailers but the fine print always identifies this company as the sender. There is no "Opt Out" in these notices. I neither sought nor want to finance or refinance. In a world of limited resources, this is a huge waste of paper and resources. All I want is to be removed from their contact list

  

  Business Response

  Date: 07/23/2025

  Hello,   
  I am writing in response to your recent complaint regarding the unwanted receipt of mailers, which we received on 7/20/2025. I would like to express my sincere apologies for any inconvenience or dissatisfaction you may have experienced because of this matter.
  All mailers do contain an opt-out phone number printed at the bottom. Per your request, you have been added to the do not mail list as of 7/23/25. Please keep in mind that you may receive one additional piece of mail as the suppression processes in our system. We appreciate your understanding and patience throughout this process.  Should you have any further concerns or queries, please do not hesitate to contact us directly at *************************************
  
  Sincerely,
  Independence Home Loans, customer support.

  Customer Answer

  Date: 07/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im in the middle of my loan and Im trying to figure out what is going on. My loan officer said that it would close in 2 -3 weeks it has been 2 months and he doesnt like to answer my calls and texts I was supposed to get papers today to sign and I have not heard from him he wont answer my calls or text I am really frustrated by this.

  

  Business Response

  Date: 07/23/2025

  Hello,   
  I am writing in response to your recent complaint regarding your loan process delays and customer service issues, which we received on 7/17/2025. I would like to express my sincere apologies for any inconvenience or dissatisfaction you may have experienced because of this matter.
  At Independence Home Loans LLC, we strive to provide exceptional service and maintain the highest standards of quality. We take customer feedback seriously, as it allows us to identify areas for improvement and ensure that similar issues do not arise in the future.
  I have investigated this matter for you and determined that the initial delay was due to your initial point of contact no longer working at ***. However, the loan officer assistant confirmed they did reach out to you after this occurred and have communicated the loan status throughout the process. The file is currently in submission to the underwriter and will have a final decision soon. The Closing Disclosure was signed by you yesterday as well. We appreciate your understanding and patience throughout this process.  Should you have any further concerns or queries, please do not hesitate to contact us directly at *************************************
  
  Sincerely,
  Independence Home Loans, customer support.

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am receiving unsolicited mail from this company. They do not have a return address on the outside of the envelope. It is very deceptive.

  

  Business Response

  Date: 07/19/2025

  Hello,   
  
  I am writing in response to your recent complaint regarding the unwanted receipt of mailers, which we received on 7/15/2025. We apologize for any dissatisfaction you may have experienced because of this matter. Per your request, you have been added to the do not mail list as of 7/15/2025. Please keep in mind that you may receive one additional piece of mail while this change processes in our system. We appreciate your understanding and patience throughout this process.  Should you have any further concerns or queries,please do not hesitate to contact us directly at *************************************
  
  Sincerely,
  Independence Home Loans, customer support.

  Customer Answer

  Date: 07/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ********
  
   
  

• Initial Complaint

  Date:07/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been on a national do not call list since 2008. They call me almost every hour and a half from various fake phone numbers and they mail me about once every two weeks with solicitous offers. When I ask them not to contact me again I get hung up on. I have call logs and can verify every call came from them. Please do not contact me again via email, *****************, any other letter carrier service, phone, or any other communication method not explicitly mentioned here. DO NOT CONTACT ME. Period. If the constant harassment doesn't stop I'll file suit with the attorney general.

  

  Business Response

  Date: 07/09/2025

  Hello,   
  I am writing in response to your recent complaint regarding the unwanted receipt of mailers and calls, which we received on 7/5/2025. I would like to express my sincere apologies for any inconvenience or dissatisfaction you may have experienced because of this matter. At Independence Home Loans LLC, we strive to provide exceptional service and maintain the highest standards of quality.  We take customer feedback seriously, as it allows us to identify areas for improvement and ensure that similar issues do not arise in the future.
  I was able to add you to our do not contact list; please keep in mind you may receive one additional mailer as the suppression processes in our system. We appreciate your understanding and patience throughout this process.  Should you have any further concerns or queries, please do not hesitate to contact us directly at *************************************
  
  Sincerely,
  Independence Home Loans, customer support.

• Initial Complaint

  Date:06/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After filing two previous BBB complaints against Independence Home Loans LLC for unsolicited and deceptive marketing, and being assured that I would be added to their "Do Not Mail List"; I am now filing a complaint for Harassment, as I have received a total of nine unsolicited mailers since my last complaint was supposedly resolved. This is no longer a case of misdirected marketing. I can understand receiving perhaps one more unsolicited mailer that was already in the process of being mailed, but not nine. I will also begin seeking regulatory actions to be enforced upon Independence Home Loans LLC if I continue to be harassed by their onslaught of deceptive marketing tactics. My previous complaints and supposed resolutions can be referenced on the following dates as posted on this BBB webpage: 01/06/2025 and 03/31/2025. It has become quite obvious that Independence Home Loans LLC has no intention of following through with their promised resolutions and their "sincere" apologies are meaningless. I would never entrust this company to refinance a mortgage when they can't even manage something so rudimentary as their own mailing list, not to mention their proven lack of integrity. Worse yet, this company is obviously targeting Veterans with their deceptive marketing; Absolutely Shameful.

  

  Business Response

  Date: 06/24/2025

  Hello,
  I have checked our records to confirm that you were added to the do not mail list on 1/13/2025. I also confirmed with our third-party mailing company that you were added to the mailing suppression list.Can you please provide a copy of one of the mailers you are receiving, and include the reference number? Our system shows that you are no longer receiving mail.
  Thank you.

• Initial Complaint

  Date:06/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For close to two years, Ive been receiving mail from independence home loans. They send mail in many different looking envelopes mailed in many different variations. (ie. expiration notices, final warnings, carbon paper envelopes resembling tax forms) you can see many different of these complaints previously filed against independence, home loans with the BBB, this is nothing new, and it needs to be addressed. I have requested to stop through **** and Ive tried to call independence home loans directly with no answer from them.

  

  Business Response

  Date: 06/11/2025

  Hello,   
  I am writing in response to your recent complaint regarding the unwanted receipt of mailers, which we received on 6/10/2025. We apologize for any dissatisfaction you may have experienced because of this matter. I was unable to locate any prior request from you to be removed from the mailing list; however, I was able to add you the do not mail list as of 6/11/2025 now that we are in receipt of your request. Please keep in mind that you may receive one additional piece of mail while this change processes in our system.We appreciate your understanding and patience throughout this process.  Should you have any further concerns or queries, please do not hesitate to contact us directly at *************************************
  
  Sincerely,
  Independence Home Loans, customer support.

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is the same as numerous veterans, the weekly emails with no return address. Its disturbing to see that you are targeting veterans with your harassing junk mails hoping to capitalize of their resources. Many of us veterans suffer from PTSD and other depressive disorders that this constant spamming of your junk mail could be a problem. Your lack of respect is disgusting. Please do not contact me again.Notice #VAFLV5215334

  

  Business Response

  Date: 06/09/2025

  Hello,   
  I am writing in response to your recent complaint regarding the unwanted receipt of mailers, which we received on 6/5/2025. I would like to express my sincere apologies for any inconvenience or dissatisfaction you may have experienced because of this matter. We take customer feedback seriously, as it allows us to identify areas for improvement and ensure that similar issues do not arise in the future.
  Independence Home Loans is committed to providing financing to our veterans who wish to reduce their rate or access their home equity. We understand that you do not wish to receive further mailers regarding this opportunity. Per your request, you have been added to the do not mail list as of 6/9/2025; please keep in mind that you may receive one additional piece of mail while this change processes in our system. We appreciate your understanding and patience throughout this process.  Should you have any further concerns or queries, please do not hesitate to contact us directly at *************************************
  
  Sincerely,
  Independence Home Loans, customer support.

• Initial Complaint

  Date:05/29/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/29/25, I received a phone call from a 3rd party who are representing this company. They asked me questions about our VA home loan. After I confirmed the info (I was very vague and did not tell them much). **** preceeded to connect me with the mortgage company and promised to stay on line with me. A mortgage lender got on line and asked me one question. All the sudden it was like I was put on hold. I stayed on line for about 2 minutes. I was then disconnected from the conference call. Is this how you conduct business? Please make sure you never contact me again!

  

  Business Response

  Date: 06/02/2025

  Hello,   
  I am writing in response to your recent complaint regarding the customer service issue you experienced, which we received on 5/29/2025. I would like to express my sincere apologies for any inconvenience or dissatisfaction you may have experienced because of this matter. At Independence Home Loans LLC, we strive to provide exceptional service and maintain the highest standards of quality.  We take customer feedback seriously, as it allows us to identify areas for improvement and ensure that similar issues do not arise in the future.
  I have reviewed the call you referenced and determined that the connection was disrupted during the call. We recently moved offices and appear to have experienced phone connectivity issues during your call. The loan officer attempted to call back shortly after the connection was restored but was unable to reach you. Per your request, you have been added to the do not contact list. We appreciate your understanding and patience throughout this process.  Should you have any further concerns or queries, please do not hesitate to contact us directly at *************************************
  
  Sincerely,
  Independence Home Loans, customer support.