ComplaintsforSovereign Lending Group Inc

Mortgage Broker

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Initial Complaint
06/04/2022
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was attempting to refinance my mortgage and they were , at first eager to help and suddenly without warning my loan originator left the company then another appointment lender left and I was bounced around like a tennis ball until finally I requested in writing my ****** dollar deposit be returned or refunded back to my account and as of this date 06/04/2022, there has been no communication whatsoever, needless to say I feel the company abused my integrity as a senior citizen End message
Business response
06/10/2022

Im sorry to hear that you feel the process of your loan went so poorly. Our company from time to time experiences turn over, and it sounds like in this case that could have been handled better in the way in which we communicated those changes to you. This is something we are truly taking note of and hope to improve on. We did notice, however, that we still were able to process your loan towards loan closing, at which point you withdrew your loan request.

Regarding your lack of refund, the deposit is meant to cover third party fees, which was explained to you in your signed disclosure packet. An appraisal was completed on your property for this loan. Therefore, your deposit was applied towards the cost of that appraisal. As a result, there is no deposit to refund.

Again, Id like to apologize for not providing you with the level of communication you expected and thus deserved. If you have any additional questions please reach out to ********************************************* and we would be happy answer any additional questions you may have.
Initial Complaint
03/22/2022
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Please see attached the letter which provides the specific and details of the issue, I have experienced with Sovereign Lending Group, Inc.Dispute Case Number: ******** Merchant Name: Sovereign Lending Group, Inc.Transaction Date: October 10, 2021 Transition Amount: $500.00 Thank you in advance.
Business response
03/30/2022
****************,

Were sorry to hear that your experience was less than ideal. We have reviewed and researched your claims, each of which is detailed below.

First, the deposit charge being properly disclosed and not refunded. We did have a recording of the phone call you had with the loan officer, and upon review the deposit charge was explained to you, after which you provided your credit card number. We did find that the deposit should have been refunded, which it was not. This has since been refunded and should have hit your account by now. Please see the attached receipt showing refund.

Next, the loan officer logging in to sign disclosures for you. On the phone call the loan officer did stay on the line to help you through the process of figuring out how to sign these disclosures, however based on the conversation it seems to be clear that you were completing them yourself. The phone call is actually over two hours in length where the *** took time to help you understand the process and walk you through it.

Finally, excessive calls. We double checked our call logs with your number and, evidence of excessive contact past the point of stating you did not want to move forward could not be found.

Again, we are sorry to hear that the experience did not meet your expectations, we hope we have the opportunity to help you in the future. If you have any further questions regarding this please reach out to us at *********************************************.
Customer response
03/31/2022

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
03/10/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I cannot get Sovereign lending to stop calling my number - ************. I gave them a fair chance for a refinance, however, we determined the refi was not needed. Yet, they still call **** times a day. How can I get removed from their call list?
Business response
03/14/2022
Your number has been added to our do not call list. If you have any further concerns, or should you receive any more calls, please reach out to us at ********************************************* so that we may assist.
Customer response
03/15/2022

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
02/19/2022
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We keep receiving mailings addressed to my dead mother-in-law at our home address ****************************************************** . The latest was received today, February 19, 2022. Reference Number V99417015. We have asked them to stop sending them since she died on March 15, 2021. We were assured that her name *************************, ****************************************************** would be removed. We left messages on their website https://www.slgmortgage.com/contact-2/ on at least 2 or more occasions. ******* never had any interest in the property address ****************************************************** or any VA home loan for the property address ****************************************************** as is referenced in the mailing. We wish no further contact from this company.
Business response
02/24/2022
We are so sorry to hear of your experience. We have removed this name and address from our systems, so you should not receive any further communication. If you have any other concerns, please do not hesitate to contact us directly at **********************************************
Customer response
02/24/2022

Better Business Bureau:

I reviewed the response from the business in reference to complaint ID ********. I find it a satisfactory resolution. I will consider this complaint resolved as long as I do not receive any further mailings.

******************
Initial Complaint
01/31/2022
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.
Sovereign Lending Group Calls my phone ************ at least 20+ times a day for no reason whatsoever. Its now become such a Nuisance I have missed other important work calls because of trying to mute the phone from their back to back incessant calling. This is no way to do business.
Business response
02/03/2022
************************,

We're sorry to hear that you have had this experience. Although we can confirm from our call log that we did not call you 20 plus times a day, we can understand that you may not be interested in receiving any amount of calls in the first place. Your number has been placed on our do not call list and you should no longer be receiving any more communication. Should you for some reason get anymore phone calls, or have any other questions or concerns, please reach out to us at *********************************************.
Initial Complaint
12/08/2021
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 have asked Sovereign Lending Group to stop calling my phone 11 times now.They continue to call asking for ***. Each time I tell them there is no one named *** at this number and to STOP CALLING.
Business response
12/13/2021
We apologize that you have had this experience with our company. I have confirmed that you are now on our do not call list and should not receive any further calls. If for some reason you do, please reach out to us at **********************************************
Customer response
12/14/2021
You called AGAIN and AGAIN on;
12-13-2021 8:04 am
12-13-2021 2:07pm
12-13-2021 4:25pm
12-14-2021 8:11am

STOP IT !
Business response
12/15/2021
****************,

The number that was added to our do not call list was the number listed here through BBB ending in 4004. Can you please confirm if this is the number you are recieving calls on? If not, we would need to know what number you are receiving calls through in order to add you to our do not call list. Please reach out to us at ********************************************* so that we may assist you in getting this resolved.
Initial Complaint
11/24/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 11/24/2021 I received a phone call from Alexei with Sovereign Lending Group, asking if I was looking for more information about lowering my mortgage rate. This is approximately the 5th call I have received after requesting to be put on their do not contact list. Each call, I request this and am told it is happening, but I continue to receive calls. I even spoke to a manager who personally confirmed that this was the case.This company has no regard for marketing laws, and is aware that they are breaking the law by continuing to call prospects after they request not to be contact.When asking to speak to a manager, I was told there is no escalation. Clearly an attempt to hide their wrongdoing.
Business response
12/01/2021
******************,

I'm sorry to hear about this experience with our company. I've confirmed with marketing that you have been put on our do not call list, and should not receive any further communication. If for some reason you do continue to receive any phone calls, please contact us as ********************************************* so that we can help resolve this issue.
Customer response
12/01/2021

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,

Connor Corkrin
Initial Complaint
11/08/2021
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.
I have asked this company more than three times to stop calling me- they are wanting me to refinance through their company- they were rude and refuse to take me off there call list-
Business response
11/10/2021
We apologize for the inconvenience this has caused you. We have removed you from our systems, and you should not be receiving any further communication. If you have any other concerns please reach out to us at **********************************************
Initial Complaint
10/05/2021
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.
This is my second complaint in less than six months Ive been receiving some advertising mails thats been plugging in my inbox and Ive asked for it to stop Im not interested in refinancing with this financial institution. I feel harassed
Business response
10/19/2021
Please be advised, we have confirmed **************** name and address have been added to our "Do Not Mail" list and he should receive no further communication. Please see the attached response; We apologize for an inconvenience and will assess the situation and look to improve our process where applicable and cease communication as requested.
Initial Complaint
10/05/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Weekly I receive refinance offers from SLG. I have called & written by mail a letter to be placed on no call / no mailing list, yet next week i receive a flyer! I never even applied or inquired from them.
Business response
10/06/2021
We appreciate you bringing this to our attention! **************** is our #1 priority and we apologize for any inconvenience. We will assess this situation and look to improve our process where applicable and cease communication as requested. We hope you have a great day, feel free to reach out to ********************************************* or ************** with any further comments, concerns, or suggestions you wish to share. We would love to make things right!

Customer response
10/06/2021

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,

*****************************

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