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:06/02/2025

  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 am filing this complaint because my credit report contains accounts I do not recognize, did not open, and never authorized. These entries appear to stem from either negligent reporting practices or a breach involving my personal informationboth of which are serious violations of my rights under the Fair Credit Reporting Act (FCRA). Despite submitting disputes, I have yet to receive any legitimate documentation proving these accounts are mine.The following account(s) remain on my report without adequate verification:Company Name: SHOREHAM BANK FKA HLIB Account Number: ********** Reported Balance: $0.00 I have formally requested supporting evidence, including signed agreements or original account applications. Under 15 U.S.C. 1681g, I am entitled to full disclosure of all information in my file, including proof of how these accounts were established. A generic response stating the account was verified is not sufficient without legally valid documentation.Additionally, under 15 U.S.C. 1681i(a)(1)(A), the credit bureaus must conduct a reasonable reinvestigation of disputed information within 30 days. If the data cannot be verified with original records, it must be deleted immediately in compliance with 15 U.S.C. 1681i(a)(5)(A)(i). Failing to do so is a clear violation of the **** and leaves the reporting agency open to liability under 15 U.S.C. 1681n.These inaccurate and unverified entries have caused financial harm, including credit denials and higher interest rates, as well as emotional distress. If proper validationmeaning complete, original documentationis not provided, I am demanding immediate deletion of the accounts in question. I am also prepared to escalate this matter to the BBB, CFPB, and FTC if this is not resolved promptly.

  Business Response

  Date: 06/03/2025

  The ********************* at Shoreham Bank investigated this complaint and found that an auto loan was funded by Shoreham Bank for ***** ********* on 05/18/2019. No fraudulent activity was detected in the funding of this loan. The identifying information used to fund the loan matches the information provided by the customer in this complaint as well. The auto loan was for 2008 *******************. The auto loan was charged off by the bank on 03/30/2020 after the vehicle was repossessed due to the customer not making monthly payments on their loan.  The issue on the customers credit report may be in that ********************** use to be known as Home Loan Investment Bank (HLIB) and changed its name to Shoreham Bank in March 2024 and may be why the customer does not recognize the new bank name on their credit report. The ********************* also called the customer, on 06/03/2025, and left a voice mail explaining the related auto loan details and about the recent bank name change. If there are any further questions, please contact Shoreham Bank for more information.  

• Initial Complaint

  Date:05/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Shoreham Bank for the closing that my boyfriend and I just did on a house in ******, *******. At the time of submitting an offer on 1431 ******** Circle (at the end of 2024), our loan officer ***** *********** told me via phone, that locking in on the interest rate was the least risky thing to do. She also told me that if we locked in, and rates went down we could change to the lower interest rate. I said thats a no brainer shouldnt we lock in? She said, I will be watching the rates daily for you and make sure you get the best rate. She then sent papers for a floating interest rate which my boyfriend who took the mortgage, signed based on my conversation with Andie. I do not understand however, (after she advised via phone, that locking in on the current rate would have no risk as we could change to the lower rate if rates dropped) why she chose to set ***** up with a floating interest rate.Subsequently, Andie did not work in our best interest and did not advise or ever suggest locking in on a rate and rates began to rise. She only locked ***** in, on a rate, at the eleventh hour after a different lender I spoke with advised me of the rising rates and asked me if our loan officer had locked us in on a rate. Failing to discuss rising rates with us and locking in on a rate resulting in unnecessary extra interest costs, due to the poor performance of ***** ***********. At no point did ***** *********** provide updates, guidance, or even initiate basic discussions about the changing rate environment. This lack of communication and professional diligence directly led to an increased financial burden, which could have been mitigated with proper oversight. We trusted this institution to act in our best interest and was assured that the loan process would be actively managed. That trust was not honored. Furthermore, nothing was done in a timely matter resulting in undo stress to us, both realtors involved and the sellers.

  Business Response

  Date: 05/12/2025

  The *************************** investigated this complaint speaking with the Loan Officer involved,SVP Head of Residential Operations, and SVP Residential Origination / Loan Officer Manager. The Banks investigation found that the Initial Disclosure Package, sent on 12/13/24 to the Borrower, contained the Loan Estimate which clearly stated that the rate was not locked but floating. On 1/17/25, the Borrower signed a Florida Lock-In Agreement with the Bank. The Locked Loan Estimate was sent to ******** as well on 1/17/25. The Closing Disclosure with the locked rate was sent to the Borrower on 1/27/25. It is clear from these documents that the Borrower knew when the rate was floating and when it was locked. On 04/28/25, the Banks Loan Officer Manager called the Borrower and explained the process and extra steps taken to close this loan on time for the Borrower. We hope this response addresses the Borrowers concerns.

  Customer Answer

  Date: 05/15/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed

  Subject: Formal Complaint Regarding Loan Officer Performance and Request for Refund
  
  I would like to note that this is the second instance within a period of less than a year where Andies performance has been unsatisfactory, leading to considerable stress and inconvenience.  My complaint is not merely the issue of the interest rate. 

  The first instance occurred in July 2024, during which both our realtor and the sellers realtor were astonished by the lack of timely actions taken by Andie.  This lapse almost led to the loss of a sale, however we ultimately lost the sale because the loan amount we needed exceeded the appraised value.
  
  After this experience, I decided to give Andie a second chance, trusting her assurance that she would be more diligent in the future and reduce her commission to compensate for her shortcomings.  Unfortunately, the exact same issues recurred. The necessary paperwork for required documents were not requested until the last minute and Andie failed to request crucial documents from the condo association, causing further delays in the appraisal process. This has once again made the entire loan process extremely stressful for us, our realtor, and the seller involved.
  
  Given these repeated issues and the lack of professional service, I kindly request a full refund of the closing costs charged at the end of our loan process. This experience has been deeply disappointing and far from the standard of service we expected.
  
  Please respond to this letter at your earliest convenience to confirm the steps you will take to address this matter and process the refund.
  
  
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 05/20/2025

  We are sorry to learn of your dissatisfaction with our loan officer. This complaint was investigated by our ********************* along with our ******************************** Our records indicate, regarding the first instance referenced, that the application process began in June **************************************************** July 2024. The ******** withdrew their application as they wanted it transferred to another lender, ********. There is no indication of a lapse of time as the application process began and ended within a few weeks and was ultimately withdrawn by the Borrower. Borrower also never indicated to the Bank any issues with timing or with the service they received.  In regard to the second instance, our investigation found that all disclosures were presented to Borrower in a timely and clear manner. We hope this response addresses the Borrowers concerns.

  Customer Answer

  Date: 05/25/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Here are emails proving the loan officer did not do anything on this loan in a timely manner and caused unnecessary stress.  See email from sellers agent and then loan officer requesting a finance contingency extension.  Also see loan officer email apologizing for unnecessary delays while stating she will take a cut in commission due to her poor performance.  The banks replies continues to ignore these facts.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:10/23/2023

  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.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.HOME LOAN INVESTMENT B ACCT #: ********** BAL. $4,316.00 HOME LOAN INVESTMENT B ACCT #: ********** BAL. $0 Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 11/15/2023

  Dear **********************:
  
  We are in receipt of the complaint you filed with the Better Business Bureau. Thank you for informing us and giving us the opportunity to respond to you. As you requested, for your review we are providing the loan documents for both loans with this letter.
  
  Home Loan Investment Bank takes identity theft seriously and the tasks of underwriting all loan applications abiding by all federal and state regulatory laws, rules,and requirements, including the Fair Credit Report Act (FCRA) and the Fair and Accurate Credit Transactions Act (FACT Act). 

  We have attached additional information for your review. 

   

• Initial Complaint

  Date:04/26/2023

  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 paid off a car loan 8 weeks ago and have NOT received my title. I have called multiple times and asked for a tracking number as they keep telling me it was sent out. I asked to speak to a supervisor and got we cant control the post office yet no tracking number is provided. They refuse to send me the title or tell me where it is.

  Business Response

  Date: 05/03/2023

  See attached letter.

• Initial Complaint

  Date:03/08/2023

  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.

  1. The plan was transferred to this bank from the second creditor, who obtained it from the original creditor.2. The loan is a FHA loan, 2nd mortgage, in my deceased father's name.3. My father had no estate or probate.4. My mother is on the original mortgage listed as an owner, she is still alive and was married to my father at the time of his death.5. The loan company refuses to speak to either of us about the loan when WE CALL THEM.6. We were experiencing financial hardship summer/fall of 2022 and winter of 2023. 7. We attempted to contact them but they refused to talk to us.8. Contacted a lawyer who explained they will not pay our $70,000 mortgage for their $20,000 and if they won't speak to us, and I can't make the payment, then the payment will just be late.9. The calls started coming in, up to 4 or 5 an hour and they all refused to help me but expected me to pay the bill.10. They stopped sending us statements.11. I made a payment in December for $50 over (after missing a few payments).12. They cashed that check.13. They started calling again and I told them if they can't speak to me, just expect my payment and leave me alone.14. I resumed regular payments, still no statements, with $50 over to account for missed payments.15. Still no monthly statements as of January.16. They didn't send us our interest tax statement. (January/February 2023)17. My mother contacted them, they refused to speak to her but said they don't send interest tax documents to default accounts, this was February *******. Currently they are holding two of my checks, sent February and March, with $50 over loan payment on both checks, totaling $560.62.19. They are not taking our payments, they are not sending statements, we never received our interest tax documents, they refuse to speak with us.20. I will be contacting an attorney. These business practices are shady, my father never signed to do business with this company. Plus he is dead. Won't be homeless over this!

  Business Response

  Date: 03/22/2023

  ******************,
  
  Home Loan Investment Bank, F.S.B. (the Bank)takes the privacy of customer/consumer information seriously. The banking industry, as a whole, has a duty to ensure protection of all types of customer/consumer information. Should there be a request for any individuals information who is said to be deceased, the Bank requires that we identify the requestor with a valid government identification document (i.e., valid drivers license, passport, etc.), be provided a certified Death Certificate of the deceased, a court appointment of an executor/executrix, and may potentially be asked for other information if necessary.
  
  
  Home Loan Investment Bank, FSB
  One Home Loan Plaza
  *******, ** *****

  Customer Answer

  Date: 03/23/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Somehow your bank removed myother from the loan that she was originally on with the first bank. You refused our death certificate and any other information we had to offer and demanded something that didn't exist. Then I find out you accelerated our loan and CONTINUED CASHING MY CHECKS!!!  And y'all claim to not have these checks but I have the cashed check with your bank stamp on them. Y'all are liars and have shady business practices. And your customer service is terrible and rude. And for people who refused to speak to me, y'all would call sometimes 20 times a day. Your response is irrelevant and I'm coming after my money your bank stole! I even cancelled the last check. Y'all aren't getting another ***** of mine.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****