Complaints

This profile includes complaints for Mutual of Omaha Mortgage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mutual of Omaha Mortgage

  1 E 22nd St Ste 401 Lombard, IL 60148-6159

  
• 

  Mutual of Omaha Mortgage

  300 Centerville Rd Ste 101A Warwick, RI 02886

  
• 

  Mutual of Omaha Mortgage

  1375 South Main St North Canton, OH 44720

  
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  Mutual of Omaha Mortgage Columbus, OH

  355 E Campus View Blvd Ste 200 Columbus, OH 43235

  
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  Mutual of Omaha Mortgage

  201 Breckenridge Ln Ste 201 Louisville, KY 40207

  

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:09/18/2023

  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 was Refinancing my house told me it was a done deal as long as my house appraised out. My house appraised out for more than $200000 more than I owe they made me pay for the appraisal they strung me along for almost 5 months telling me it was a done deal and then at the last minute said the underwriter doesn't wanna do it. So I want my $250 appraisal fee back.

  

  Business Response

  Date: 10/03/2023

  Mutual of Omaha Mortgage, Inc. ("Mutual") received your complaint and completed its investigation.  Your loan officer was attempting to broker your loan to another lender.  Unfortunately, there was a 30-day late mortgage payment on your file; therefore, your loan did not satisfy agency guidelines.  Mutual received a letter of explanation from you in which you detailed extenuating circumstances for the late payment.  The loan officer submitted the *** to the lender, but the explanation was not accepted and the transaction was denied by the lender.  Your loan officer attempted to reach out to another investor in an attempt to close your loan for you, but the second investor declined to accept it as well.  Mutual's investigation finds that the loan officer could have been more diligent in notifying you about the denied status of your loan; however, she was actively trying to see if she could place your loan with another company.  As soon as Mutual learned of your questions regarding the status of your loan, we had your loan officer immediately reach out to you.  The appraisal was paid to an independent third-party appraiser and was required in order to determine your eligibility for your desired loan product.  We are sorry to learn of your frustration with the loan process.  Mutual's investigation did not uncover any errors in the loan process that would necessitate the refund of your appraisal fee.  We are sorry to learn of your frustration with the loan process and hope this response resolves your complaint to your satisfaction.

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20623033
  
  I am rejecting this response because: Prior to ordering the praisal, they looked at my online tentative home value. And that's what they were going by. My home appraised well over that amount again. Appraisal never should have been ordered. She told me when we first started the process that it was a special circumstances loan. Knowing that we had a late mortgage payment.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/10/2023

  Mutual of Omaha Mortgage, Inc. reviewed your rejection of its complaint response.  Prior to ordering your appraisal, your loan officer discussed the issue of your payment history with you and informed you that it could be a difficult file to fund.  You had a very convincing letter of explanation for your missed payment and both you and your loan officer were hoping that the lender would accept the explanation as an extenuating circumstance.  You then provided authorization for the appraisal report,which was ordered by Mutual.  Despite your loan officers strong efforts,she was unable to have your loan approved with a lender due to their refusal to accept your letter of explanation for your missed payment.  Mutual is sorry to learn of your frustration with the loan process; however, it finds that you understood the potential risks associated with your loan prior to authorizing the appraisal.  For this reason, Mutual is not recommending a refund of your appraisal.  We hope this response resolves your complaint to your satisfaction.

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20623033
  
  I am rejecting this response because: Initially, mutual of Omaha rejected my request altogether. They are the ones who reached back out to me. And told me that the President of the company wanted to take me on as a special circumstance loan due to the situation surrounding the missed payment. Had they have not reached back out to me I would have went with somebody else from the get-go.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/31/2023

  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 applied for a refinance on July 11th, because my credit is not great I was hesitant. However, after taking to *******************, I applied. I provided all the required paperwork as soon as it was received, through their app. Again I asked if everything was good and he kept saying as long as the appraisal came back good it would be fine. I gave the authorization for him to charge my card ****** - because I had thought they had done a thorough review first. The appraisal came back a lot better than anticipated. Although I was told I needed to put handrails **, in the same call **** came back asking for authorization to charge another ****** to my card for the appraisal company to come back out. I declined Iwanted to make sure I had the work done first - the next night I went and spent an additional ****** to put basic handrails up. Only to call Monday and be told well no we cant do the loan. Why wasnt this decided before I spent ******? Im glad I didnt have him charge the ****** as well - how is it possible that they did not fully check the paperwork before setting up the appraisal? In addition he should never tell a potential customer to cancel an auto pay with their current provider, without 100% knowing the loan was solid. When I said this to his supervisor I got my credit history slapped back at me. Super frustrated at the way this was handled and the money Im out!

  

  Business Response

  Date: 09/06/2023

  Mutual of Omaha Mortgage, Inc. is sorry to learn of your disappointment.  We have reviewed your file and see that the appraisal was ordered on July 14.
  Your credit report was accessed on July 11. At that time, it was noted that your mortgage holder was not reporting to the credit bureaus.
  We had no way of knowing your mortgage payment history at that time. 
  
  In the mortgage business, there are so many tasks which need to be pursued and accomplished within a small window of time that it is not advisable to wait for one item to come in before moving onto the next task.
  Therefore, without any indication that there had been mortgage late payments in the past two years, we proceeded to order the appraisal as we waited for the Verification of Mortgage (***) to arrive.
  The appraisal report was returned to us, with repair conditions on July 21.  Those repair conditions were reported to you so that you could begin getting the repairs done, in the hope of not delaying your closing.
  On July 24, the *** was received which indicated 9 late payments within the last 24 months.  It was this information which led to the loan denial as this payment history is outside of the guidelines for approval.
  
  We are sorry to hear of your disappointment but because of the timeline and the constraints on our system of processing loans in a timely manner, this outcome seems to have been unavoidable.

  
  We wish you the best of luck in the future.  We would be happy to revisit your loan application in the future if the payment history can improve.
  
  Thank you for contacting us.

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20551544
  
  I am rejecting this response because:

  The information on payment history was provided prior to the appraisal being ordered and was not reviewed.  I was told multiple times everything was good - they even had questions about the payment history.
  

  While I understand the fluctuations of the mortgage industry - if you have the information requested it should be 100% reviewed PRIOR to charging the client ******.  **** told me that everything was good AFTER I provided all the documentation.  He was only concerned with the appraisal.  
  

  Also what mortgage company tells a person with such confidence to stop the auto payments that were currently set up.  To that end, even after I asked, even after the paperwork was submitted as requested.  Including payment history on the current loan. I was told I was getting the loan.  

  
  I reject leaning into the industry standard when someone clearly skipped the step of reviewing and instead offered no indication (again, after having all the documents and history requested) that there anyhing would prevent a positive outcome.

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/20/2023

  We investigated your complaint and did not uncover any evidence that your loan officer discussed shutting off your autopay.  When the loan officer asked you if you had any deferments, forbearances, or late payments in the last 24 months, you indicated that you did not.  It appears your documentation arrived on Saturday, July 15 and the appraisal was scheduled for Tuesday, July 18, which left one day for review prior to appraisal of your home.  MMI takes your complaint seriously and, as a gesture of goodwill and without admitting fault, has agreed to refund you for the cost of your appraisal.  Your check should arrive within the next week.  We hope this resolves your complaint to your satisfaction.

  Customer Answer

  Date: 09/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20551544
  
  I am rejecting this response because: 

  Please reopen the case - it is the 21st and I have not received a check from Mutual of Omaha . Please keep the case open until a check is received per the resolution they agreed to.  Thank you, ********

  
  

  
  

  

  Business Response

  Date: 10/24/2023

  It does appear that there was some miscommunication in our accounting department and the check was not issued even though the refund request was made by the compliance department.  I just received confirmation that the appraisal refund has been processed.  It will show ** in the form of a credit on the card that was used to order the appraisal report.  Please let us know if you don't see this reflected on your statement.  We apologize for any inconvenience.

• Initial Complaint

  Date:08/01/2023

  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 a mortgage with Mutual of Omaha. When deciding to go with them for our mortgage, I was told by the loan officer, that we would be able to make partial payments. I went to make my partial payment today online, and it says i still owe the full amount for the mortgage. When i spoke with them on the phone, i was told they do not accept partial payments. Any other financial institution i have dealt with i was allowed to make partial payments every two weeks. Due to this issue they now want to charge me an $11.00 fee to speak with someone in person. This should not be done. Now i can make a partial payment with them, then call back once the payment has posted, to have them put it all towards the monthly payment. This has now put me in a financial crisis, because i have my bills set up to where i pay so much every two weeks. This needs to be fixed by them.

  

  Business Response

  Date: 08/07/2023

  Mutual of Omaha Mortgage ("MMI") received your complaint and completed its investigation.  MMI did not uncover any evidence that your loan officer suggested that you could make partial payments.  The loan officer works on the origination side of the transaction and indicated that your servicer would be handling loan payments once the transaction closed.  Unfortunately, our subservicer does not permit partial payments.  MMI is sorry to learn of your frustration with the loan process and hope this response resolves your complaint to your satisfaction.

• Initial Complaint

  Date:06/07/2023

  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.

  I have repeatedly been promised an escrow check for $2256.65 from Mutual of Omaha Mortgage division since the mortgage was paid in full as of Feb. 1, 2023. A check was sent to me dated 2/23/23 but had my dead husband's name on it in addition to mine. The bank could not accept it. Since that February date I have written to the company, called many times and keep getting promised that the check will be sent within a couple of days. It has never been sent. Yesterday I received yet another letter from Mutual saying I would be getting a check within ******************************************************************* the check would arrive within a few days. I would like to receive my check made out to me *********************** without my dead husband's name on it and in a timely fashion.

  

  Business Response

  Date: 06/19/2023

  Mutual of Omaha Mortgage, Inc. ("MMI") received your complaint and completed its investigation.   Please accept our condolences during this difficult time.  It appears that the escrow payment you refer to in your complaint was submitted before MMI had the necessary paperwork to update your account.  A detailed response to your complaint was mailed to you on June 19, 2023.  In the mailed response, MMI included the requested escrow refund payment in your name.  Please feel free to reach out to us if you do not receive it in the next few days.  

• Initial Complaint

  Date:05/23/2023

  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.

  ************************* called soliciting a home refi in April 2023. I was on short term disability d/t recent surgery & explained this to ****. He was insistent on running numbers to see if I qualified stating what can it hurt.. I told him I was out of work for another month. He made comments like its a no brainer to refi. **** was pushy, requesting an appraisal ASAP. I explained again that my funds were limited while out of work & I didnt feel comfortable paying 500 for an appraisal on a loan I didnt feel would get approved. **** stated that he wouldnt push for an appraisal if he wasnt certain that the loan would be approved. The appraisal came in low requiring repairs. I couldnt make the repairs nor did I have money for repairs. **** showed no regard & kept pushing for me to just get the repairs done. I noticed several calculation mistakes. My loan payoff amount incorrect & then stated that it was because the additional loan forbearance amount calculated in. He came back with numbers totally different than what we agreed upon when I signed papers to proceed he stated it was another miscalculation & the forbearance amount was added twice leaving less money out..stating the initial calculations were correct. In the end he was wrong & blamed the loan being declined on my mortgage payment being 1 day late, which was another lie. My payment was made on a Saturday & according to my current lender, was not over 30 days late. ************************* put me at a financial loss of over ****** for an appraisal on a refi that I informed him from the beginning would not be approved. He showed no regard to my personal situation and because he ran my credit report more than once, my already low credit score decreased even more. ***** poor judgment and greed to earn commission caused me undue distress and financial setback. I know a reputable company such as Omaha Mutual would want to know actions such as that of *******************. This wrongdoing needs to be made right by MMI.

  

  Business Response

  Date: 06/09/2023

  Mutual of Omaha Mortgage, Inc. (MMI) received your complaint and completed its investigation.  MMIs investigation did not uncover any evidence that the loan officer exercised poor judgment or showed a disregard for your personal situation.  In order to approve you for your requested loan product, your loan officer had to order an appraisal to determine your home value.  Appraisals are conducted by independent third parties.  You appraiser evaluated your property per FHA program guidelines and determined that certain repairs were necessary.  In the Supplemental Addendum, the appraiser noted the following required repairs: install new smoke detectors, repair defective paint surfaces, address missing pressure relief pipe on water heater, and repair all windows to open and close with ease. Your loan officer ******** you that the required repairs were necessary to move forward with the loan process.  MMI acknowledges that the loan payoff did change during the loan process.  The loan officer initially included forbearance and current loan amount on the same line.  The processor who worked the file did not realize that the amounts were combined and accidentally added the forbearance amount to this total, resulting in an accurate payoff amount.  This was an inadvertent error which, once detected, was quickly corrected through the issuance of a revised Loan Estimate.  MMI received phone authorization for a credit report on April 4, 2023.  A supplemental credit report is run later in the process to determine if there are new obligations or deficiencies on your credit report.  During this process, it was determined that you were over 30 days late on a mortgage obligation. Per FHA guidelines, a borrower cannot qualify for an FHA cash-out transaction if they have a late payment within the previous 12 month period.  When MMI learned of the late payment, it provided an adverse action notice on which it informed you that the transaction had been adversed for an unacceptable payment on your previous mortgage.  MMI is sorry to learn of your frustration;however, it does not find that the loan officer made any mistakes on your loan that would warrant repayment of your appraisal fee.  We hope this response resolves your complaint to your satisfaction.

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20097549
  
  I am rejecting this response because:   ******************** was aware that there were payments in my payment history that were 30 days past due, but as I explained to him, Navy ******************** does not penalize or report until 45 days after the due date.  With knowledge of this, ******************** was "certain" that the loan would go get approved as he stated that the late payments did not show on my credit report that was pulled up covering the prior 12 months. ******************** should not let his desire to earn a commision overshadow what is best for the client. ******************** was well aware of my financial situation and that I was not working due to a recent surgery, however, he continued to almost push me to move forward with the refinance.  Again, I was not looking to refinance and I still do not know why I received a call from someone I didn't contact, encouraging me to refinance my house, stating it is a "no brainer".  Shame on ******************** and shame on your company to allow your employees to make random calls to people pushing to sell a product they never asked about.  I think at this point, the right step for Mutual Omaha to do is refund the appraisal cost.  At a time when I was vulnerable, your sales shark attacked me, reeled me in, told multiple "mistruths" and took advantage of me and my situation.  I haven't mentioned that the amount I was charged for the Appraisal was much less then the appraiser charged. After pushing me to hurry up and get an appraisal, I find out after the appraisal that the price was hiked up from what the appraiser charged Mutual Omaha.  The appraiser was upfront and honest. He told me companies like Mutual of Omaha do not care about the client.  They care about money.  A money driven company with no morals. 

  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/22/2023

  Mutual of Omaha Mortgage, Inc. ("MMI") reviewed your complaint and completed its investigation.  At the time MMI pulled your credit, you were not more than 30 days late on any of your mortgage payments.  A late payment only appeared on your credit at the end of the loan process, in April 2023.  As stated in MMI's previous response, your loan program's requirements do not allow for any late mortgage payments during the prior 12-month period.  Your loan officer believed that the offered loan product would provide a net tangible benefit to you and, therefore, tried to demonstrate the advantages of the program.  There is no evidence that he tried to take advantage of you or coerce you into a loan product.  A review of the appraisal invoice connected with your file demonstrates that the independent third-party appraisal management company ******* responsible for ordering your appraisal, ********* Solutions, charged $575 for the appraisal - $525 for appraisal and an additional $50 to appraise the home in accordance with FHA requirements.  This fee was charged by the **** not MMI, and there is nothing in the file to suggest that the sum is unreasonable or that it was marked up.  MMI is sorry to learn of your frustration; however, for the reasons stated in this communication and in our initial response, we are not recommending further action in connection with your complaint.  We hope this response resolves your complaint to your satisfaction.

• Initial Complaint

  Date:05/11/2023

  Type:Customer Service 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 informed them that they are giving my parents who are over 75 years old have dementia, and are vulnerable adults a refinance loan despite me telling them that my parents have severe cognitive impairment. They aren't responsible enough to make a big decision like this. I also informed them that my dad would use the cash out money to buy a vehicle and not for home improvement. They are taking advantage of a eldery couple who clearly will not be alive when the loan term ends. So basically they want to steal my parents house. Just want people aware of this business ethics.

  

  Business Response

  Date: 05/19/2023

  Mutual of Omaha Mortgage, Inc. (MMI) received your complaint and completed its investigation.  Based on our review of the loan file and conversations with the loan officer, there is no evidence that your parents lacked the mental capacity to enter into their loan agreement with MMI.  MMI reviewed the credit report pulled in connection with the file and did not uncover support for your claims that your parents are consistently late on their mortgage obligations. MMI provided all the necessary loan documentation to your parents and thoroughly described the nature of the transaction.  There is nothing in the file to suggest that your parents failed to understand the terms of their loan agreement.  The appraisal did not corroborate your claims of hoarding issues.  The Notary who witnessed the signing of the closing documents stated that your parents were very cordial and that the closing process was efficient.  The loan is now closed and the rescission period has ended. Your parents still have substantial equity in their home and they have not expressed any dissatisfaction with the refinance process.  We hope your understand that since you are not a party to the transaction and do not hold ***** of ********* we are unable to share any particulars of your parentstransaction.  We are sorry to learn of your complaint; however, for the reason stated above, we are not recommending further action in connection with your complaint.  We hope this resolves your complaint to your satisfaction.

  Customer Answer

  Date: 05/23/2023

   
  Better Business Bureau:
  
  Accepting their response would mean that my claims are false and I'm not telling the truth about my parents.  By thier defensive posture they have clearly  Been accused of my claims before. I do not know how a couple in thier mid seventies is given a loan that I'm assuming is for 20 years or more. Especially when they have been told they have heart failure and dementia. Most likely my parents won't live to complete the loan term.  So I believe this company is like sharks smelling blood in the water. Taking advantage of the eldery. With full intention of taking my folks home when they perish.  Now I could refute thier excuses to my claims with documentation of thier illness and photo evidence of my folks hoarding issiues.  I would like to see anyone let alone a appraiser walk thru the front door or garage without tripping, stepping over or squeezing thru an opening to get into the house. Stuff is piled to the ceiling and the floors covered with debris and junk. I would say your appraiser is needing a eye exam. Or polygraph test.  If you know anyone with dementia you would know they are Excellent at covering up thier illness. They can also be cordial with dementia.  After all they aren't zombies. It is a cognitive impairment and I wouldn't expect a notary or bank officer to be skilled in deciding medical competency one way or another. They do not have a medical degree and thier opinion is just that , a educated guess or opinion.  So your point on the notary is mute and has no bearing or merit. What does have merit is medical records which  I could provide. Along with the aforementioned photos of the hoarding proof.  Now let's talk about the credit report and late mortgage payments you said I said my parents were late on. If you read I said payments . Not necessarily mortgage payments. Payments in general. Car, boat, satellite TV service etc... all my father has been late on a regular basis.  This I know because my mother has to make those payments to keep them from going in default on those loans and services.  Although I do not agree with your company's ethics and morals and or refuted my claims I have made.  Agreeing to your response would be saying I agree with your excuses . I cannot in good conscience do that.  I would not be honest to myself or my family. So I reject your response but agree that the damage is done and I cannot make my parents undue thier bad decisions.  However what I can do is share my story with the bbb so others hopefully will be aware of mutual of omahas loan division predatory practices against aging eldery people with cognitive disabilities.  In hopes that I might save someone or thier family members from being taken advantage of by this companies dishonest practices.  As far as this my complaints I will not pursue it further as the damage is already done.
  
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:03/07/2023

  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.

  My mother has been attempting a home equity loan from her mortgage broker the above named mutual mortgage. My mother is of age and doesn't have a computer and she has a very simple cell phone. Now enters me, my mother relies on me to help her through technological issues. So I'm helping my mother through this process with a person named ***********************. Through these couple of days and numerous documents and scanning and emails, all which are necessary, apparently ****** had to actually do work with this loan which he did not like. He disliked it so much that he sent me a text, which will most definitely be forwarded to the mortgage, that if my mother is this incompetent then maybe he should just not finish this loan. Who in this world thinks it is ok to call a woman who has run her family on her own for going on over 20 years incompetent?! Who is ********************* think he is for him to say anything like that to anyone? My mother has handled her own finances and home for over 20 years. I see someone who is incompetent here mutual mortgage and *********************, and it is you. I haven't reached out yet to mutual, so I'm not sure this is a epidemic in the company or poor training or just hiring anyone who answers a help wanted ad. He is trash for talking about a woman, a mother, a woman with a degree from ***************** and at the very least a paying customer. My mother and I were doing everything he asked for and as soon as something didn't go as smooth as he expected it to be he starts showing his ignorance by trying to demean a very strong and intelligent woman. Also needless to say, he needs to be fired Immediately. Then like a sniveling little child he began to attempt to try to downplay the texts all he wanted to do was help her. Well hero time is over *********************. *********************. Don't forget his name. He is garbage and has no problem demeaning women.

  

  Business Response

  Date: 03/16/2023

  Mutual of Omaha Mortgage, Inc. received your complaint and completed its investigation.  We did not find that the loan officer demeaned the borrower in any way.  MMI takes fair lending compliance very seriously and has robust policies and procedures regarding this area of the business.  MMI's fair lending policy prohibits any discrimination against borrowers on the basis of a prohibited basis, including gender.  As soon as the business line received your complaint, it reached out to you and is currently working towards completing your mother's loan.  MMI's conversations with you and your mom suggest that the loan is moving forward to your satisfaction.  Any questions asked by the loan officer were solely for the purpose of determining your mother's eligibility for her loan product.  MMI is sorry to learn of your frustration with the loan process and hopes this response resolves your complaint to your satisfaction.

• Initial Complaint

  Date:01/17/2023

  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.

  Mutual of Omaha Mortgage Services-Voicemails from them say they are calling regarding my Mortgage Application. I never applied to them for a Mortgage. They keep calling from different numbers, even after I block them. My phone is also on the do not call list yet they are persistent. I purchased RoboKiller ***********-phone only to find them calling from various numbers. Different 800 numbers, a ******* number, two different ******** numbers sometimes 5 times a day. Clearly they are acting on some ****************** tactics which means to me they have something sordid afoot.

  

  Business Response

  Date: 01/25/2023

  Upon receiving your complaint, Mutual of Omaha Mortgage, Inc. ("MMI") immediately placed you on its Do Not Call list.  Please feel free to contract me if you continue to receive calls from MMI.  The calls you received were placed after you entered your phone #, address, and email address into a Lending Tree website and provided consent for its partners, including MMI, to contact you regarding a mortgage product.  MMI was able to acquire evidence of your consent from its 3rd party vendor, *******, which tracks the origin and history of lead events.  

  We are sorry to learn of your frustration with the calls and hope this response resolves your complaint to your satisfaction.

• Initial Complaint

  Date:01/13/2023

  Type:Billing 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.

  Mutual of Omaha Mortgage, Inc. sent ** correspondence ordering us to change our mortgage payment because of an increase in our homeowners' insurance premiums which took effect on October 4, 2022. The amount of the increase for the insurance was $10.25, which I sent monthly checks for $11.00 to go into the escrow account to over the increase to ************************** who holds our homeowners' insurance policy. This company refuse to accept the checks for this increase, and took the checks and credited them as being additional payments, when they were specifically written for escrow only. Our original VA Home Loan Mortgage contract with Mutual of Omaha Mortgage was $1,046.86, $976.06 was for principal and interest only. $67.80 for homeowners' insurance. I have been sending $1,047.00 each month since Sept. 1, 2022. I started sending additional escrow money due to the notice from ****************** that our premium when up on 10/4/22 by $10.25. I sent personal checks in the amount of $11.00 starting on October 1, 2022, until January 1, 2023. Because they would not accept the additional escrow payment. We sent a written request to waive our escrow account with Mutual of Omaha Mortgage and to pay our homeowners' insurance ourselves. Because they tried to SCAM us out of more money in the amount of $71.20 more per month, when our insurance only increased by $10.25 per month, making it from $67.80 to $78.05 owed to ***************************** premium monthly which goes into our escrow account with them to pay our insurance premiums to Allstate. We want all monies we paid held in escrow sent back to us per our waiver of a escrow account with them, signed fax on January 6, 2023. This has been going on since November 2022.

  

  Business Response

  Date: 01/25/2023

  Mutual of Omaha Mortgage, Inc. received your complaint and completed its investigation.  A detailed response to your complaint and a description of the current status of your escrow account was submitted by your servicer.  The response includes contract information that you may use if you have any questions regarding the response.  

   

  Customer Answer

  Date: 01/28/2023

   
  Complaint: 18810573
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******/**************************************

• Initial Complaint

  Date:12/01/2022

  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.

  Starting on or around Oct 12, 2022 ***************** made contact with me we had spoken a few months prior an determined it was too early for me to refinance. He then called me again around 10/12/2022 stating it was now time and we could proceed with the refinance of my home. ***************** of Mutual Mortgage of Omaha intentionally misled me after bragging on his 22 years of experience in the mortgage industry. During the process after he collected all of my personal and business financials, provided fee sheets, loan disclosures etc and paid $500 for an appraisal I began to ask more questions as to how he was able achieve an approval when others could not due to the length of the *** loan. At that time he told me he was not aware of the guidelines and let him check with his team and get back to me. Which was red flag because his call to me stating it was time proved he knew the situation as we discussed. He assured me it was possible in the beginning and proceeded and now seemed clueless of *** guidelines when I challenged him to explain. I then I called my mortgage company told them my intentions and they advised me to get more details because *** guidelines are standard across the board. He called the next day to apologize again acting clueless. It is my belief ***************** intentionally mislead me to gather my personal data, financials, and etc. as a malicious attempt to harm me financially, He also committed fraud by changing my mortgagee clause with my insurance provider without my consent. I never signed or finalized any documents but rather cancelled everything and told him I would report him.

  

  Business Response

  Date: 12/19/2022

  Mutual of Omaha Mortgage, Inc. ("MMI") received your complaint and completed its investigation.  Contrary to your claims, MMI did not uncover any evidence that your loan officer ****** you regarding your mortgage loan.  You informed your loan officer that you had lived in the home for 12 months, which is a requirement for an *** cash out refinance transaction.  Unfortunately, he was not aware that you lived in the house in a rent-to-own situation and therefore had not satisfied the *** requirement to make 12 consecutive on-time monthly payments.  The loan officer may have misunderstood your situation, but there is no evidence that he ever tried to mislead you regarding your qualifications for an *** loan.  All customer loan information is kept in a secure manner as required by federal and state law and is not used for any impermissible purpose.  As a gesture of goodwill, and without admitting fault, MMI provided you a refund for the full amount of your appraisal.  MMI is sorry to learn of your frustration with the loan process; however, for the reasons stated above, it is not recommending further action in connection with your complaint.  We hope this response resolves your complaint to your satisfaction.

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18511606
  
  I am rejecting this response because:
  

  The Company did not address the complaint in its entirety and is not being truthful about what transpired. An explanation is still needed as to why my homeowner's policy was changed without my consent after I found out ************** was not being honest? Why?? ***************** was well aware of how many months I actually owned my home, because he reached back out to me and said it was good timing. I have read the review on this company, and this seems to be a common practice of collecting consumers personal data and not able to deliver the financial products or close the deal.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/21/2022

  Changing the mortgagee clause is standard practice during the loan process to provide protection for a mortgage lender if the property is damaged.  The clause was placed back in your name when you withdrew the file.  There is no evidence that anyone was misled you during the loan process.  We are sorry to learn of your frustration with the complaint and hope this response resolves your complaint to your satisfaction.