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:07/09/2025

  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.

  I wish I could put a positive plug out for TRIDENT HOME LOANS. Unfortunately, the past 3 months have NOT been an easy refinance. I refinanced my mortgage at 5.5% in March to close on 1 April. ******* did not meet that date because of investor restrictions and therefore could not meet the closing date on time. I called off the closing date, and ***** (Trident) found another lender, and we closed a month later on May 1st. In May, my mortgage was sold to PRMG Home Mortgages, and I made my early June payment to PRMG. Sometime in June, my mortgage was sold again to ***************************. Since then, I received collection calls and a foreclosure letter in the mail stating I was past due on my mortgage payments and currently in default. Obviously very concerned, I sent them copies of my receipts of payments to PRMG and Village Capital Investments and asked where the breakdown on the loan servicing between lenders. I spoke with both lenders, trying to clarify and understand where the issue was. ****, *********** was not in agreement with the loan contract and was demanding payment from the other. I am caught in the middle because I am responsible for payment of the mortgage, but one company collected payment but was not paying the other company that bought out the loan. In the end, I have been trying to resolve this ongoing issue with two different lenders spending $10,300 in mortgage payments alone in June to two different lenders. I have reached out to ****************** for support since these are their investors and set up this loan with these companies with little resolve and a formal apology since I have made my payments early. In the meantime, I am using other resources to try and remedy the situation, trying to protect my mortgage and8 credit line. At the soonest I will be looking for a better deal. I wish this was a better transaction and a positive post. ******

  Business Response

  Date: 07/11/2025

  This matter has been resolved, and the loan is currently in good standing. The complainant has been informed of the resolution, and we have confirmed that there have been no negative credit reporting, late fees, or any other adverse actions taken.

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Over the last several months, I have been getting multiple automated emails a week from Paramount Residential Mortgage Group (PRMG) to my work email. I have never signed up for any businesses/emails with my work email. I have unsubscribed many times, sent emails to their corporate office, etc. They still send me emails no matter what I do get them to stop. I feel this is harassment and that this company needs to reevaluate their email blasts.

• Initial Complaint

  Date:10/30/2024

  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.

  I am not obligated to pay this debt with PARAMOUNT RESIDENTIAL, as I have no agreement with PARAMOUNT RESIDENTIAL, and they have not supplied the original contract I asked for.

  Business Response

  Date: 11/07/2024

  Hello ********,
  
  We provided the borrower with a response to their recent complaint.
  We are unable to access the portal on 11/05/2024, so we communicated our actions via email.
  
  Dear ***** *****:  
  Paramount Residential Mortgage Group, **** (PRMG) reviewed your complaint submitted to our **************** regarding the Better Business Bureau (BBB) Case Number 22492727. 
  Since the BBB is a public website, we cannot divulge the exact details of our investigation for privacy reasons.  As such, we addressed your complaint directly to you by email.
  Should you have any questions regarding this complaint, please reach out to ****** ****** III at ************** or by email at **************************************
  Thanks

• Initial Complaint

  Date:09/24/2024

  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.

  I am writing to urgently address the errors on my credit report caused by the unauthorized sharing of my personal information with credit bureaus, which has led to significant financial and emotional *********** outlined in 15 USC 1681 Section 602, I have a right to financial privacy, and my information should remain confidential.Furthermore, under 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot release account details without my explicit consent, which I have not given.The inaccuracies linked to PARAMOUNT RESIDENTIAL have adversely affected my financial standing, and I am requesting immediate corrections.Additionally, 15 USC 1666(b) prevents creditors from reporting credit card payments as late under specific circumstances.Please conduct a prompt review of my account and correct these inaccuracies in compliance with the law.Failure to resolve this issue may lead to legal action. I anticipate your swift response and resolution.Sincerely,***** *****

  Business Response

  Date: 10/08/2024

  Hello BBB,

  PRMG hopes all is well!

  Attached is the response to the borrower complaint.

  Thank you!

• Initial Complaint

  Date:09/20/2024

  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.

  my house burned down in 2020. the insurance company sent checks. they werent endorsed which held up the process. the mortgage company took control, and its been a nightmare ever since. they have held the checks hostage, preventing the contractors from working. this has created a huge issue w further damage and squatters. the contractor has been requesting the final amount for over a month now, and the mortgage company will not send it. this has ruined my life and caused debilitating mental stresses. i need the contractor to complete this work. i was behind on payments during all of this, due to having to pay for the mortgage and temporary housing for myself and my daughter. i paid the mortgage company multiple lump sums to bring me up to date. there is no excuses as to why this final check shouldnt be disbursed. to add to all these issues, the contractor that the insurance company referred me to, put my home on hold for years. i am a victim and falling further into issues with these constant hold **** i want my life back property address:************************************************

  Business Response

  Date: 10/01/2024

  Hello BBB,

  Attached is the response to the complainant.

  Thank you!

• Initial Complaint

  Date:08/09/2024

  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 am rejecting this response because:
  I am rejecting PRMG Inc.'s response dated August 22, 2024, due to its failure to address the core issues raised in my complaint. The response contains immaterial evidence that does not resolve the significant legal concerns regarding the lack of recorded transfers and assignments of the mortgage note, as detailed in my mortgage audit.
  PRMGs response primarily focuses on the servicing rights transfer, which does not address the fundamental issue of improper or incomplete transfer of ownership. The response fails to provide the required documentation to substantiate the validity of the mortgage transfers or assignments, as mandated by Florida law and the Uniform Commercial Code (UCC).
  Given that the response does not adequately resolve the concerns or provide the necessary evidence, I must reject it. I am explaining these issues in more detail in my letter, which is attached for further reference.
  
  PS: The EXHIBIT C: Mortgage Audit Report and the PRMG letter with NOTICE OF ASSIGNMENT LETTER could not be added due to limited data bytes in this system. However, Audit has been copied and submitted via email to **************** from PRMG *** at his email: *************************************

  I will be adding the other 2 exhibits in another entry here in BBB.
  

  in which there was never any money lent. There was never any money that was transferred inside the bank or outside the bank. We have several issues: a violation of Fas 95 Accounting in regards to cash receipt, unpaid taxes on the monetized mortgage instrument, billing, and money laundering. None of the proceeds from the monetized instrument went to me the home owner or towards the balance of the loan. As stated they kept the proceeds enjoying unjust enrichment.

  Business Response

  Date: 08/22/2024

  Please see the attached response with disclosures. Please do not post disclosure information online.

  Thank you!

  Business Response

  Date: 09/09/2024

  Good morning, BBB,

  PRMG responded to this borrower by email on 9/3/2024.

  Thank you!
  

  Customer Answer

  Date: 09/19/2024

   I am rejecting this response because:
  
  Ok; I reject all responses from respondent. They did not address my specific questions, and instead provided immaterial information. REJECTED. I will be sending a default letter.
  
  Thank you
  

  Business Response

  Date: 09/27/2024

  Hello, PRMG answered all the complainant's questions. If the complainant has additional questions, they must contact their current servicer.

  Thank you!

• Initial Complaint

  Date:06/18/2024

  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.

  January 1st asked for ********* payment to be deferred, **** told me "no problem we will defer it and in the meantime ignore notices until it's put into computer", continues to show late and amount due so we made the January payment in February, February payment in March then caught up in April and May. Called may 1st because account was showing late February payment and no funds applied-told us they would fix it, called two weeks later because it's still not showing funds applied-said they would fix it, still showing late February payment now 110 days past due so called today (may 21st), rep on the phone was rude and unapologetic, kept telling me about our delinquent account and if we needed financial assistance, told him no I just want funds applied and it's hurting our credit score, I was told "to be patient and it will take the computer system 2-3 days to update", asked him why wasn't this done back on May 1st with the first phone call and he had no comment other then our "delinquent account", they have our mortgage payment of $1659.89 times 5 months sitting in some mysterious account that still hasn't been applied.

  Business Response

  Date: 06/14/2024

  ****** in my corporate office is handling this compliant with BBB and the customer. I am a branch manager of ******************** in ***********. This client did not close with my branch and we do not handle the servicing of loans. None of what the customer is upset about has anything to do with me and my branch

  Business Response

  Date: 06/20/2024

  Hello *****,
  
   
  
  PRMG has received the BBB complaint submitted by *****************************.
  
   
  
  We have notified our Subservicer of the complaint and await their response.
  
   
  
  Once their review is complete, we will respond via the BBB portal and notify the complainant as well.
  
   
  
  Thank you!
  
   
  
   
  
  ************************* lll
  
  Compliance Specialist

• Initial Complaint

  Date:05/13/2024

  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.

  My husband and I have been trying to get mortgage assistance since February with our mortgage provider, Paramount Residential Mortgage Group. We requested a deferral of our past due mortgage payments. Like many Americans, we are facing financial troubles due to inflation, medical payments from our son being born early, and reduction of income from various reasons. We submitted the requested paperwork in February on their online portal AND sent in the paperwork by mail through Priority Mail. They sent us a letter that we were missing paperwork, but would refuse to tell us WHAT was missing. Finally in March, they advised us all was well and the paperwork had been sent to an underwriter. A week later in April, they closed our case with no warning and no reason. We had to resubmit everything all over again, causing our account to become further behind. We are continuing to have trouble with them not resolving our case. They continue to state they need more paperwork or don't receive paperwork. We have resubmitted the same paperwork four times with no resolution. We have submitted the application three times. The application states no paperwork is required to defer payments to the back of the loan, yet they continue to ask for more paperwork with no end in sight. This has been going on for three months. We have involved a supervisor and yet still are told to send in the same paperwork again and again. There seems to be something underhanded going on with this company, and we are unclear as to why no one will give us a clear answer on why we cannot resolve this issue. Please help us.

  Business Response

  Date: 05/22/2024

  Please see the attached.

• Initial Complaint

  Date:05/09/2024

  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.

   I am rejecting this response because: I did not state there was no service error. They are stating this. I still disagree that I should have to pay for a lapse in coverage when it was not my fault. I do believe PRMG failed to acknowledge they received a copy of a separate wind policy and thus failed to pay it resulting in my lapse in coverage and now they are billing me for the days uncovered when I now have coverage and I am not filing any claims during the uncovered period. This is just another way to get more unnecessary money. I do not like this mortgage company. They still never addressed the other issue I presented with not being able to switch my mortgage from monthly to bi-weekly payments unless I pay an extra payment. I have never been late on my mortgage payment and never heard of this. Again, they did not fix the issue, they just proceeded with billing me and politely let me know I had no other choice. I spoke with a nice gentlemen that did take the time to apologize (the only one) and the attached letter does not apologize nor take responsibility which is the nature of this company. This was not my fault and yet I still have to pay for it with no one truly looking into it. 
  
  
  lize me. Now I have to get another escrow analysis because they sent me a refund check that did not factor in the wind insurance. I have tried also to change my payments to bi-weekly and was told I have to pay an extra month in order to do this. Seriously? I have had trouble since this company took over my mortgage from the first payment. I am very tired of doing what's right and being punished for being a good consumer. I pay my mortgage on time every month. I attached the wind insurance document I signed showing I should have been covered effective 2/1/24 - 2/1/25. Now my escrow is messed up because of this mishap.

  Business Response

  Date: 05/22/2024

  See attached!