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:07/13/2023

  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.

  They call us 4 times a day every day. We have blocked them. Filed as an unregistered number. Nothing stops them. Next stop is a lawyer.

  Business Response

  Date: 07/14/2023

  Per the customer's request, we have added them to our Do Not Call list. We apologize for the inconvenience.

  Thank you.

• Initial Complaint

  Date:12/08/2022

  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.

  Interfirst is confusing borrowers by frequently changing mortgage servicers, account numbers, payment mailing addresses, insurance mortgagee clauses, and escrow account transfers. It is a mess that does not make sense as all mortgage servicers are subsidiaries of Interfirst. It has been going on for 2 years, It is leading to mistakes , for example , insurance premium payments are missed, wrong interest reported on ****, delayed payments, unnecessary debt collection calls, and possibly impacting credit of many borrowers. I have loans on 2 properties with them , the account numbers are ********** and ********** , this is the 4th change in 2 years

  Business Response

  Date: 12/09/2022

  The company has received this complaint and is currently researching the the billing and collection history on the account numbers provided. Once the investigation is completed, a detailed response will be provided to the customer by 12/16/22.

• Initial Complaint

  Date:10/28/2022

  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 filled out a pre approval and this company ran a full credit report on ******************************* and *******************************. We were not made aware our credit report would be pulled. The ********************************** was unapologetic and did not seem to care.

  Business Response

  Date: 11/01/2022

  Hello ********************,

  
  We apologize for the lack of empathy shown by our Loan Officer. In regards to the credit report inquiry, we have attached screenshots of the consent disclaimer and the terms and conditions. We cannot adjust the credit report due to the fact that consent was given during the completion of the application. Should you have further questions or concerns regarding this matter please email us ******************************* and someone from our Customer Experience team will contact you.

• Initial Complaint

  Date:10/22/2022

  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.

   
  Complaint: 18299194
  
  I am rejecting this response because:

  The issue, despite proof being submitted multiple times and via multiple channels, is still open. Once the issue is resolved, I will accept the responses.

  Thank you for the update. ******************************* is a professional person, and I have faith in him and his ability to work toward a resolution. However, there is no resolution in place.

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

  flawed and failing processes, that put me and my credit score at risk.They've charged a late fee. I'd like this late fee removed. I'd like the information corrected and any erroneous information in my account redacted. If there was, or will be, any negative indication on my credit report, I want it immediately corrected, and to identify Interfirst as the party in the wrong.

  Business Response

  Date: 10/27/2022

  Hello Mr. *********** ************;******** a Customer Resolution Specialist has been in contact with you and is researching your issue to locate your payment. Should have any issue please let us know 

  Business Response

  Date: 11/02/2022

  Please see the attached resolution letter dated 10.28/22 detailing the correct loan number to prevent future payment processing errors, removal of late fee, application of payment to correct account with effective date of 9/30/22, and verification of no negative credit impact.

  Customer Answer

  Date: 11/04/2022

   
  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. 

  
  

  ******************************* has been a consummate professional to work with. An exemplar, and truly outstanding. He turned an extremely non-positive experience around.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/23/2022

  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.

   
  Complaint: 17759865
  
  I am rejecting this response because:

  
  

  The response from Interfirst absolutely made no sense at all. I never had a loan with *****. Geico is insurance. Geico does not provide home loans. Interfirst provides home loans and my loan is with Interfirst as my complaint is properly with Interfirst. I suggest Interfirst find someone competent to read my complaint and then respond to why Interfirst is grifting $275 from me.  

  
  

  Sincerely,

  
  

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

  call Interfirst was met with extreme rudeness and absolute refusal to answer my questions so I file this complaint. I expect explanation from Interfirst of why they are extremely over valuing my home for insurance and why their affiliate is the choice instead of seeking better insurance bids. At least bids that do not benefit Interfirst financially.

  Business Response

  Date: 08/31/2022

  Loan - 88386031 - *****************************

  Loan funded 9/20/2021 

  ******************, 

  I am sorry you are having a issue with your current loan. In review the details, the loan was closed with *************** please see attached Closing Disclosure. This Loan was closed on 9/14/2021 and Funded 9/20/21. The file was then transferred to Service Mac, LLC and they provide the Maintenance and Servicing of your loan. Interfist Mortgage Company does not handle any servicing of the loan. This Compliant seems to filed with the wrong company. Please Contact them in regards to any servicing issue I have provided there contact information below.

  ServiceMac, LLC9726 ****************************** STE 200

  *********, ** 29707-7882
  Get Directions
  https://www.servicemacusa.com/
  ************** 

   

  Business Response

  Date: 09/09/2022

  
  *****************************
  4407 ***************
  *********, ** 44089
  Loan Number: 3110004786
  Re: Better Business Bureau Complaint #********

  
  Dear *******,
  Interfirst Mortgage Company (Interfirst) is in receipt of the complaint that you submitted to the ************************* on August 23, 2022. We have completed our research and are providing our response
  below to your concerns outlined in your correspondence. It is our understanding that you have concerns
  related to *********************** (***), and a customer service experience.

  
  First, we wanted you to know we attempted to contact you on August 30, 2022, and August 31, 2022,
  but were unable to speak with you.

  
  *********************** (***)
  We have carefully reviewed your account and wanted to provide the details surrounding the concerns
  you have related to the *** that was charged to your account.

  
  In your correspondence, you agreed that there was a lapse in coverage from May 1, 2022 to
  June 12, 2022. While we recognize you attempted to contact the prior insurance company to resolve
  the lapse, we never received proof of coverage for the dates referenced above. Please note, if you did
  obtain coverage during this time, please provide proof of coverage and we will review accordingly. The
  Mortgage agreement you signed at closing (on page 7 section 5), states the following:

  
  If borrower fails to maintain any of the coverages described above, Lender may obtain
  insurance coverage, at Lenders option and Borrowers expense. Lender is under no obligation to
  purchase any particular type or amount of coverage. Therefore, such coverage shall cover
  Lender, but might or might not protect Borrower, Borrowers equity in the Property, or the
  contents of the Property, against any risk, hazard or liability and might provide greater or lesser
  coverage than was previously in effect. Borrower acknowledges that the cost of the insurance
  coverage so obtained might significantly exceed the cost of insurance that Borrower could have
  obtained.

  
  We have enclosed a copy of the Mortgage agreement you signed at closing for your reference.
  We received a cancellation notice from your insurance provider on June 14, 2022, advising the policy
  was cancelled due to non-payment. We can confirm we provided the first required notice to you on June 16, 2022, advising we do not have evidence of insurance coverage. This notice provided the
  instructions for providing us with your updated coverage.

  
  Additionally, the second required notice was provided on July 16, 2022, advising that we received the
  new coverage but determined there was a lapse between May 1, 2022, and June 12, 2022. At this time,
  we requested proof of coverage during this time frame, or we would place *** on the account for the
  time frame the property was not insured. We have enclosed copies of both notices for your reference.

  We did not receive the updated policy to cover the lapse in coverage, and a *** policy was obtained on
  August 15, 2022, in the amount of $275.32. This amount must be paid for the time the property
  remained uninsured. There is currently a negative escrow balance in the amount of the *** payment
  ($275.32). We have spread this over 12 months, which will add $22.94 to your monthly payment for the
  next 12 months. Your payment will be adjusted effective November 1, 2022 to $819.17. You also have
  the option to pay the *** in full and we will remove this amount from your monthly payment.

  
  A copy of the Escrow Analysis statement reflecting the payment adjustment will be sent under separate
  cover.

  
  Coverage Amount of $337,000
  The coverage amount of $337,000 for the *** policy was determined by utilizing the coverage amount
  provided by ****************** Company of the MidWest. The coverage amount of this policy was
  $337,000.

  
  Customer Service Experience
  We appreciate you taking the time to share your experience with us. We understand the communication
  you received was not adequate, and we apologize that we did not provide you with a customer service
  experience that you expect and deserve. We have provided the feedback to our internal team for
  appropriate coaching and feedback.

  
  Though it is disappointing to learn of concerns like yours, we appreciate you taking the time to provide
  us with this valuable feedback, which will allow us to identify areas of improvement. We look forward to
  working with you through the servicing of your mortgage in the future and regaining your trust.

  
  Contact us
  Please contact us at ************** Monday through Friday from 8:30 AM to 8:00 PM ET and Saturday
  9:00 AM to 3:00 PM ET with any questions. You can also reach us via email at
  *********************************************.

  Sincerely,
  *************************
  Customer Advocacy Team
  **********************
  NMLS 7872

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17759865
  
  I am rejecting this response because:
  
  Interfirst failed to explain their loss for time period they are improperly placing retroactive insurance on the past time period they noted.  Interfirst is not acting in good faith and should state in writing why they do not care about their customers or consumers.

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