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:05/21/2025

  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.

  I received an escrow statement that indicated a shortage. The shortage was $2596.00. I was floored and asked, on two different calls, how that happened. Why was more money not taken out of escrow to covered taxes and insurance. I did not receive the answer to my question. I had to come up with $312.00 added to my mortgage. I can’t stay in this house with paying increases in amount. This is not first property. I have never, ever, had an issue like this. My tax bill comes twice a year. Insurance is monthly. They failed and it cost me $2596.00. This is a shortage over a period of time. Again, my question is how did tax and insurance escrow payment get that far behind. I take care of my bills. If I were paying my own taxes, this would be moot. The Truhome staff member said I would have to pay a fee to assume paying my own taxes and home insurance. But I have no choice since they failed.

  

  Business Response

  Date: 06/06/2025

  Upon receipt of the correspondence
  from the member, TruHome reviewed the file. For the past few years, the tax requirements have
  trended upward and increased for the subject property. For insurance requirements, a
  similar increasing trend has occurred. The shortage on the account
  has not been incurred by error on the part of TruHome. The increasing
  requirements for taxes and homeowners insurance have caused the shortage.
  TruHome has consistently disbursed all required payments for the account on an
  accurate and timely basis. We recommend the member contact their insurance agent and county tax office to inquire about these increase.

• Initial Complaint

  Date:03/22/2025

  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.

  My complaint is basically: My mom passed away June the 22nd, 2023, so I took over as my mother’s executor of the estate. Initially when I called in to TruHome Solutions, I wasn't the executor. At the time I was trying to get the loan put in, and actually in my father's name because, I was my dad's Power of Attorney. So I was trying to see if we can get the home transferred over to my dad since he wasn't on the original loan. So I was trying to do an assumption. So they told me that I can go ahead and put the $500 down and they ran my credit and everything. Everything was great because I have good credit. Everything was fine. So then, a couple days later I got a call back from TruHome Solutions stating that the attorney stated that I couldn't. We couldn't go further with the loan assumption because I have to take it through probate. At that time I stopped the loan assumption and proceeded to go through probate court. They did state that there was no refund, but it would apply to the actual loan, itself. So I stated to the representative I said Ok since I'm going through probate, once I get through probate and I'm able to get it the loan in my name, can the $500 be applied to the loan. Also yes. So when I called today, I spoke with ******. He told me that I told him that I'm actually still in probate and once that is done I won't be going back through TruHome Solutions, I have another lender that's gonna be doing the funding. So I wanted to know if the $500 could be applied to the current loan until it gets out of probate. I know they couldn't actually physically refund it to me. So I asked for the $500 to be applied to the monthly payment. Right now that's still in my mom's name. So ****** came back and said, no, that he was advised that it's non refundable. Resolution: Basically, my resolution, what I want is I want that $500 applied to the loan, the current loan of the house because right now, like you know, saying we weren't able to finish the loan processing, because their lawyer told them to go ahead and have me go through probate. It wasn't any of that. It was just that I had to stop the process. So I just feel like I lost out $500 and then $500 should be applied to the current mortgage that I'm still paying every month until the loan is still in my mom’s name.

  

  Business Response

  Date: 04/03/2025

  **** **** is requesting TruHome apply the $500.00 assumption fee collected at the time of her assumption proceedings, be applied to a mortgage payment for the loan since the assumption could not be completed. Due to the required incurred costs associated with the assumption process, TruHome declines to reapply the funds to the mortgage loan. However, in an act of good faith, TruHome will apply the $500.00 fee to a new assumption proceeding, if **** **** so chooses to do so after the conclusion of her probate proceedings.

  

  Business Response

  Date: 04/28/2025

  As previously explained to the complainant, the fee charged for assumption is a non-refundable fee that is charged to open the review and
  determine whether the assumption can be approved or denied. It also covers the
  cost of the required credit report. In an act of good faith, TruHome is willing to waive $500 off a new assumption proceeding. However, we decline to redirect the fee to a mortgage payment.

  Customer Answer

  Date: 04/29/2025

  Please add my concern to your website stating TruHome Solutions did not resolve the situation. Thank you!

• Initial Complaint

  Date:03/04/2025

  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.

  I have autopsy set up for 239.71 they take monthly for over 7years today they withdrew $275 this is not the agreed payment. When I called today I was told since I had signed autopsy they could withdraw any amount they wanted.. I don't understand how they can break a contract

  

  Business Response

  Date: 03/20/2025

  Member received annual escrow analysis explaining an increase in needed funds for future homeowners insurance premiums. Escrow analysis stated that this increase would be reflected in their monthly payment. Additionally, the initial ACH Authorization filed out and signed by complainant explains that the monthly payment may change from time to time due to changes in needed escrow amounts.

• Initial Complaint

  Date:03/03/2025

  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.

  TruHome Solutions had an issue with an automatic payment on February 5th. I got no email, call or text message notification from them until their debt collection department called on March third.
  
  When I got in contact with that department, they assure me that they sent multiple emails and called multiple times. I have gone through every voicemail I have gotten since February 1st and all emails from "TruHome" in my email. And have absolutely nothing from them. So this is rather a flat out lie or they only called me and refused to do the professional thing and leave a voicemail. (Everyone in the world gets scam calls constantly, of course we aren't answering called from random numbers. Voicemail was created for a reason. Use it.)
  
  I take responsibility for the issue with insufficient funds on the first attempt but there was no good faith attempt to try again or try to contact me regarding the issue as the company claims.
  
  The way I see it, this is predatory behavior and is unacceptable.

  

  Business Response

  Date: 03/12/2025

  Upon receipt of the correspondence
  from you, a TruHome specialist reviewed the file. After the returned payment on
  2/5/2025, TruHome staff reached out and left a voicemail on 2/10/2025. A second
  contact attempt occurred on 3/3/2025. Later that day, the February payment was paid
  in full online. Our records indicate no derogatory credit reporting occurred
  relating to this situation, therefore no credit report correction is needed.

  Customer Answer

  Date: 03/20/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I don't think this was looked into thoroughly.

  While I will concede that there appears to not have been any effect to my credit report (thank you) I am more concerned about the seemingly shady practices when it comes to reaching out to people regarding billing. The response did not address the phone number spoofing at all.

   

  In addition, the response claims that a voicemail was left for me. The only voicemail I have from that day is from a spoofed number and is a long silence followed by "Hello? hello?" And then hanging up.

   

  If I am missing a voicemail somewhere, please let me know. I will need to contact my phone carrier if that's the case but will need to know the exact time of that voicemail to do this.

   

  As for the phone number spoofing, after some research, it seems it may be a method of getting people to answer familiar calls. Understandable, but this is ignoring the fact people are constantly bombarded by spoofed numbers trying to scam them. I don't answer these calls. I will however be more likely to answer a call from TruHome solutions actual number.. and if not, a voicemail with why you are calling is the bare minimum, in my opinion. An email and/or text is also fine if a voicemail isn't possible. 

   

  I appreciate the response and looking into the situation. 

  Future responses will be accepted assuming my question regarding the voicemail is addressed so I know if my main issue is actually caused by myself or my phone carrier. I just ask that the company consider reaching out at least once with a non-spoofed phone number and leave *detailed* a voicemail at minimum.

  
  Thank you again,
  
  
  
  ******* *****

  

  Business Response

  Date: 04/11/2025

  Response mailed to member. Upon receipt of the correspondence, TruHome reviewed the file. TruHome does not use a
  “spoofing” phone number when contacting members regarding their mortgage
  accounts. All outgoing telephone communication is conducted by real agents employed
  by TruHome, staffed at our corporate office. Additionally, TruHome follows all
  laws and regulations regarding contact with consumers via all communication
  channels.
  
  In reviewing the account, our
  records indicate telephone calls were attempted on 2/10/2025 and 3/3/2025. The account presently is current and in good standing. In the event of future
  issues, TruHome will continue to make best effort attempts in contacting you to
  discuss your account.
  
  Additionally, in the member's rebuttal, they state that an email or text communication would be acceptable if voicemail
  is unavailable. The member's 2/5/2025 statement was emailed, stating the payment
  was returned due to insufficient funds, and a $20.00 NSF fee was assessed. This
  statement is available for viewing on their online portal.

• Initial Complaint

  Date:02/04/2025

  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.

  Supposedly, according to their records, they had to force pay insurance on my remodel loan; taken in 2015 said in 2018 said it did not have coverage. I have lived here since 1980 and have never been without coverage. They have been dealing with my insurance company for over six months and still have not straightened it out. My insurance company is bending over backwards, sending them what they are requesting, and they’ve still not corrected the issue.They are trying to charge me escrow back in 2018; said they had to force pay the insurance; and according to my insurance company, I had coverage that year why they never received the forms I have no earthly idea. The girl at insurance company has been going back-and-forth with them over six months over what they need.. . now I’ve received an escrow shortage. This does not seem right at all.
  And they still will not take off where they’re charging me escrow where it should never have been charged; now I’m receiving an escrow shortage in the mail. They need to resolve this and takeoff any escrow charges because I was never without insurance. And again They need to resolve this and takeoff any escrow charges because house was never without insurance.
  Can you help me deal with this? There never should’ve been any escrow charged whatsoever. The house was paid off at the time of this loan, insurance has been current all this time And it makes me wonder. Why are they charging escrow for insurance? What about property taxes? Those are both escrowed. I don’t understand what their deal is why can’t they straighten this out with my insurance company. Can you please help me?

  

  Business Response

  Date: 02/25/2025

  Upon receipt of the correspondence
  from **** ******, a TruHome specialist reviewed the file. TruHome sent notice to the complainant in
  March of 2023 stating that updated insurance was needed. When evidence of
  satisfactory insurance was not received by the communicated deadline,
  force-placed insurance was added to the loan, effective 5/19/2023. In August
  of 2024, TruHome received satisfactory insurance policy details effective
  2/11/2024, and the lender-placed insurance was cancelled. However, there was
  still a lapse in coverage from 5/19/2023 through 2/11/2024. TruHome received a
  policy from ***** **** for this period, however, no mortgagee clause was
  listed, rendering it invalid. TruHome has communicated the mortgagee requirements
  with ***** **** but has yet to receive an updated policy. Should valid evidence
  of coverage that conforms to the stated requirements be received, we will
  re-evaluate the file.
  
  A refund of $53.87 was
  provided back into the escrow account for the initial removal of force-placed insurance
  effective 2/11/2024.
  

• Initial Complaint

  Date:11/18/2024

  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.

  They are threatening my family with foreclosure, but have disabled our ability to make payments online, my attempt to *** RED a catch up check was returned to sender, although they told me their PO BOX never rejects mailings, I attempted to send it express USPS overnight, just to have them lose the check that showed delivered, so I had to cancel the check.
  
  I have begged them to restore my ability to make online payments so I can send money and get my account current, but they refuse. This has resulted in severe black marks on my credit report, and MANY significant late fees accumulating. I have even gone so far as to request they send a representative to my door and I will go with them to the bank, but this was not responded to. I am begging them to take my money and make this account current, but the only option they are presenting me is to give my bank account info out over the phone to some random person I don't know anything about. I do not like this option, but they have removed my ability to make payments online, and they don't monitor their PO BOX for incoming payments. I do not know what to do at this point other than to file this complaint or file legal action.
  
  The emotional turmoil and distress this is causing my wife and children, not knowing if we will be homeless soon because they refuse to accept payment, has been extremely stressful and has started to effect my mindset/performance at work. Legally speaking, it is my opinion that they have refused to accept payment per agreed upon terms, therefore they should go ahead and sign the title to the house over to me and cancel the current contract. This is no different from a shop owner handing me a hat and then refusing to accept payment. In my opinion, the house has been gifted to my family, otherwise the creditor would be willing to restore our payment ability or at least monitor their mailing address. I even asked for a different mailing address with no response

  

  Business Response

  Date: 11/27/2024

  Please see the attached complaint response that was mailed to ***** ****** on 11/27/24.  The response addresses the complainant's concerns.  TruHome is more than willing to cooperate with ***** ****** and believe we can get this issue resolved.  In review of the file following the complaint, TruHome did not identify any violation or wrongdoing.  TruHome has never refused payment for a mortgage.  I provided the complainant with our Mortgage Collections Manager contact information to ensure a resolution can be made timely.  

  Please let me know if you have any additional follow-up questions or concerns.  Thank you!

  ***** ****** (Director, Compliance)

• Initial Complaint

  Date:03/05/2024

  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.

  I am reaching out to file a formal complaint against TruHome Solutions Mortgage Services due to significant issues related to my mortgage escrow account and home insurance coverage. For the entirety of 2023, I was unwittingly paying for two homeowner insurance policies - one with ******* Insurance and another with **** **** Insurance - due to a critical oversight and lack of communication on the part of TruHome Solutions.
  
  This oversight came to my attention only after reviewing my financial statements, at which point I realized the duplication in insurance coverage. The direct consequence of this was a significant financial burden, as I was not only paying premiums for two policies but also faced an escrow shortage, resulting in an increase of approximately $350 to my monthly mortgage payment. This situation has placed an undue financial strain on my household, elevating my monthly expenses unnecessarily.
  
  Therefore, I am appealing to the BBB for assistance in resolving this matter with TruHome Solutions. My desired resolution is:
  
  A full reimbursement for the unnecessary insurance premiums paid due to the overlap in coverage.
  An adjustment to my escrow account to correct the imbalance caused by the duplicate insurance payments and to revert my monthly mortgage payments to their appropriate amount.
  A formal apology from TruHome Solutions for the oversight and the financial stress it has caused.
  I have attached documentation supporting my claims, including payment records and correspondence with both TruHome Solutions and the insurance companies. I am prepared to provide any additional information needed to facilitate a resolution to this matter.
  
  I appreciate your attention to this complaint and look forward to a satisfactory resolution.
  
  Sincerely, ************ * ****************** * ****************** ******* ********* ****** ** ************** ******* ********* ******** **********

  

  Business Response

  Date: 03/14/2024

  TruHome Solutions, LLC is researching the complaint detail and will provide a response as soon as possible. Can an extension to the 10 calendar timeframe be allocated for this review and response? Thank you for your consideration.

  Customer Answer

  Date: 03/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Dear ***** *******
  I hope this message finds you well. Thank you for your detailed response and for reviewing the situation surrounding my homeowner's insurance policies. I appreciate the efforts made by TruHome to address the concerns outlined in my complaint.
  However, I must express that I have not received any communication from PenAir Credit Union or any TruHome specialists regarding the need to cancel my existing policy with ******* ********e following the switch to Sage Sure Insurance. This lack of direct communication has been a crucial element in the misunderstanding and the resultant financial and administrative complications.
  As TruHome submitted the payment for the renewal invoice from ******* ********e in January 2023 and was made aware of the change in insurance providers in March 2023, I was under the impression that all necessary adjustments and communications would be handled as part of the escrow management service. Unfortunately, without direct notification or guidance on the need to cancel the ******* ********e policy and pursue a refund, I was unaware of the steps required to prevent the overlap and subsequent escrow shortage.
  In light of this, while I understand TruHome's position regarding the cancellation of homeowner's insurance policies, I am seeking your further assistance in facilitating a resolution. Given the circumstances, a direct intervention or guidance from TruHome at the time of the insurance provider change could have averted this situation. Therefore, I kindly request that TruHome consider the following actions to aid in rectifying this matter:
  Assistance in Communication: If possible, I would appreciate TruHome's support in communicating with ******* ********e regarding the situation, to clarify the misunderstanding and to emphasize the lack of direct communication about the need for policy cancellation.
  Escrow Account Review: Upon securing a refund from ******* ********e and depositing it back into the escrow account, I request TruHome to conduct a thorough review of my escrow account to ensure that any imbalances are corrected, and my monthly payment is adjusted accordingly.
  I am committed to taking the necessary steps from my end, including contacting ******* ********e to request a refund for the overlapping coverage period. However, any additional support or guidance from TruHome in this process would be greatly appreciated and would significantly contribute to a swift and satisfactory resolution of this issue.
  Thank you for your attention to this matter and for considering my request for further assistance. I look forward to your response and am hopeful for a positive outcome that rectifies the current situation.
  

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

  

  Business Response

  Date: 04/01/2024

  Please see the attached letter dated and mailed to the consumer on 4/1/2024. TruHome Solutions, LLC has reviewed the rejection letter and content therein and identified no accounting or procedural errors. As stated in the letter, TruHome will be happy to supply any documentation that is requested  in order to assist the consumer. Additionally, TruHome will happily perform a new escrow analysis once the refund is received.

• Initial Complaint

  Date:02/22/2024

  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.

  TruHome serviced a mortgage. I paid twice in November: the second payment was applied to principle only, instead of being applied to December's balance. My January payment was received and deposited but my account was still showing delinquent, which I was unaware of. The first document I received was alarming, certified mail stating that TruHome was going to foreclose on the mortgage. I promptly paid off the mortgage in full. TruHome now refuses to change the report sent to credit bureaus and my credit score has dropped 60-70 points with each reporting agency.
  
  TruHome displayed incompetence while I was attempting to pay off the mortgage. I was only given a confirmation number for my 20,000 dollar payment upon request and the email sent with confirmation of my payment listed the payment amount as the confirmation number, which was inaccurate or different. Furthermore, I had to call TruHome 5 times in order to speak to a representative. When I requested to speak to the person who would responsible for changing the credit report, the representative hung up.

  

  Business Response

  Date: 03/04/2024

  Please see attached response letter. It is dated 3/4/2024 and mailed to the member on the same date. 

• Initial Complaint

  Date:02/06/2023

  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 was banking with ******** ****** ***** when ******** purchased the credit union. ******** then moved our mortage account to TruHome Solutions. Since the merger in July 2022, we have had a non-stop issues with our auto payment for TruHome. The paperwork for the transfer was done incorrectly. Our checking account number was entered incorrectly. We have been going back and forth with TruHome on this. I had refilled out paperwork, account number still entered incorrectly on TruHome side. I was then advised to do it online. I have entered the correct checking account number 2 different times now. I am unable to change or fix the direct deposit number that is tied to the auto pay. I can manually set up payment, but the auto pay is still not working. I keep getting late notices due to each month i think the issue is fixed. I have told them that the issue is on their end and to fix it. As of 7 month, this January, I have gotten pretty rude with them. But after 7 months of dealing with this issue and my credit score taking a huge hit due to late payments, i believe getting rude is just. I just want this fixed and my credit score hits fixed!!!

  

  Business Response

  Date: 03/02/2023

  TruHome Solutions, LLC (“TruHome”) is in receipt of your correspondence
  dated February 6, 2023, concerning a complaint received by your office from *** ********* *******.  We have attached the
  formal response to *** ********
  In review of the complainant’s account, we have determined
  that the bank account number used to pull funds for the 8/16/2022 payment due was
  incorrect. TruHome removed the bank account number from the payment system and
  the Automated Clearing House (ACH) Authorization was cancelled. Since this
  payment, the complainant has been manually submitting payments for the loan via
  mobile payments using an incorrect account number that they are entering. TruHome
  is not able to correct the bank account information from mobile submitted
  payments, only borrowers can alter this information in their user portal. It
  has been communicated to the complainant that a new ACH Authorization request
  with a valid bank account number must be submitted in order to reinstate the
  ACH autopay feature. The corresponding insufficient fund notices from the
  payments submitted by the complainant from the incorrect account number are
  unable to be corrected by TruHome. It is the policy of TruHome to accurately
  report payment detail as required by federal regulation. Accordingly, we
  decline to modify payment records that have been accurately reported to the
  credit reporting bureaus.
  We believe all of the grievances raised in *** ********* complaint have been addressed properly at this time.  Please do not hesitate to contact us should
  you have any remaining questions or concerns.
  Sincerely,

  ***** ******
  Director, Compliance

• Initial Complaint

  Date:01/20/2023

  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.

  Loan *****. On Nov 17th, 2022 a payment of $600 was made for my Dec 1st payment due date and $390 amount due. Additional principal payments were made of $5,000 on Nov 28th, $3,000 on Dec 9th, and $730 on Dec 16th. I noticed each time I went to make a payment that each payment was showing unapplied which resulted in a half dozen calls from late Nov to Jan. This resulted in them attempting to make payment adjustments on Nov 30th and Dec 7th for only the initial $600 payment but still unsuccessfully. Another call to the institute was made Jan 4th to notify them the almost $10K was still not applied, my Dec 1st payment was showing still due along with a Jan 1st payment due. The webpage also would not allow me to submit a payment for the Jan. 1st payment stating a system error and to call customer service. I was told of a glitch in the system which they fixed and allowed me to make my Jan. 1st payment of $300 while I was on the phone. I was told at that time they were in process of applying all the payments. On Jan. 4th-5th every payment from Nov. 17th-Jan. 4th was reversed on their end. Jan. 6th all principal payments were reinitiated and applied. This does not include my Dec. 1st and Jan. 1st due date payments made. A call a few days later was made as I was told it would take a few days to appropriately apply the Dec 1st and Jan 1st due date payments. As of today, Jan. 20th my payments dating back to Nov. 17th for Dec. 1st and Jan. 1st due dates have yet to be applied. No response from them since my last call. My account shows 50 days past due with a debt collection notification every time I log in. I'm prohibited again from making a payment on their portal due to my Dec. 1st and Jan. 1st payment due dates being unapplied on their end. The last loan statement they can supply is from October. I would bet my next payment they didn't stop my daily interest accrual until this is resolved. How long before I get a hit on my credit? Incompetent or don't care?

  

  Business Response

  Date: 02/09/2023

  In review of the complainant’s account, we have determined
  that a system issue was generated after two payments were made for one payment
  due on November 17, 2022. This issue created a past due fee of $9.49 that
  carried over until January 23, 2023, and caused issues for the complainant in
  being able to access the online payment portal. TruHome staff were able to
  clear the issue and remove the $9.49 fee. Additionally, TruHome waived the
  interest while there was a system issue as a courtesy. As of February 1, 2023,
  the complainants loan account is accurate and current. TruHome submitted credit
  corrections to the credit bureaus to fix the negative inquiries on the
  complainant’s account.
  We believe all of the grievances raised in *** ******* complaint have been addressed properly at this time.  Please do not hesitate to contact us should
  you have any remaining questions or concerns.
  Sincerely,
  ***** ******
  Director, Compliance