Complaints

This profile includes complaints for RANLife, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  RANLife, Inc.

  9272 S 700 E Sandy, UT 84070-6209

  
• 

  RANLife, Inc.

  PO Box 521749 Salt Lake City, UT 84152-1749

  

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:07/12/2024

  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.

  06/24/2024 ranlife received my payoff check. 0701/2024 I called in to see the status a male worker confirmed they had the check. I asked for it to be escalated he confirmed he did request that 07/05/2024 I called to see the status again according to this male worker pervious worker did nothing, so again I asked to escalate the process, again this worker said he put in the request 07/08/2024 I called again to see the status, this female worker stated that neither of the male workers did as I requested, so again I request it be escalated. She said she put in the request and it should be processed by 7/11. At this point the company has held on to my payoff check for 2 weeks and have done nothing 07/11/2024 I call again to see if this company is still lying and scamming me. Yes they are. This male worker says that ther is no check and no notes on my case about ever having a check nor talking to those 3 employees. I demand a supervisor since he is a liar and obviously worthless. I get supervisor *****, she confirms they do have the check and the female worker did request the check be escalated but the payoff department sent a message 7/10 asking for a new payoff letter so again not one employee has done their job not one employee knows anything or does anything but they still get paid while I get screwed this is the worst company you'll ever encounter due to the incompetence of the horrible staff they have, perhaps they train them to be worthless. I ask ***** about the money they owe me she says that is claims I demand a supervisor cause clearly all of the employees are worthless. Well she only got a so called lead cause supervisor was out. I agree to speak to lead who's name is *****. She was extremely rude, unprofessional. She kept interrupting me and had a bad attitude she also lied to me, I asked for her supervisor she said they would call me the same day that never happened she never did anything but talk c*** and lie.

  

  Business Response

  Date: 07/20/2024

  I can see that ******** is frustrated with the situation. It is never fun in these complicated situations to not understand what is going on and not be able to speak to someone who is able to explain the situation thoroughly. Obviously we do not train employees to be worthless and we are always looking to be helpful and provide education. I do not see this client in either our origination system as a client that closed a loan with us, nor am I able to find this client in our database for mortgage servicing. I will be personally reaching out to her tomorrow to make sure that everything is taken care of and be a direct contact to help her understand the situation. In the case that this is not erroneous and the situation is not complete, we will make sure that it is resolved quickly.  

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21981960
  
  I am rejecting this response because:

  This employee who replied must be untrained. I am in the system or why would I send over $100,000 in a payoff check. Get me someone who knows what they are doing
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/25/2024

  After speaking with the client we were able to find her in the system as a coborrower on the loan. I have spoke with our subservicer who reviewed the phone calls between them and the client.  The client has a situation that is a little more complicated than normal because of an insurance claim that was paid out. The client called in on 7/1 to verify receipt of the payoff funds. The client was advised that the process could take up to 20 days in this situation. On 7/8 she asked for it to be placed on a rush. She was again advised of the process the week before. On 7/11 a call from the client was escalated to a supervisor per clients request. The supervisor escalated the situation to the insurance loss draft team to prioritize the request. 7/15 the supervisor made a follow up call to the client to advice on the status. 7/16 The supervisor again made a follow up call to the client letting them know the funds would be applied the next day. 7/17 the funds were applied and the supervisor called and left a voicemail for the client to update them. The client called in and asked to speak with a manager. When the supervisor called to follow up on that request that same day they were not able to connect with the client. 7/18 The client calls in again to confirm the payoff of the loan. Supervisor who had been working on it makes another follow up call to the client to confirm that the loan has been paid in full and the escrow refund will be sent to the client 12 business days from the date of the payoff. As of today, 7/25 the escrow refund has been processed and is being overnighted to the client. 

  Upon conducting a thorough analysis of the actions, notations, and review of the calls, subservicer has found no errors in their handling of the customer's request or payoff. Considering the necessity to transfer funds from a restricted escrow account and considering the holiday at the beginning of July, our team went above and beyond to swiftly fulfill the customer's request. Moreover, when the customer escalated the matter and requested to speak with a supervisor, our leader ensured that follow-ups were diligently carried out,keeping the customer informed at every stage of the process.  
  

  Customer Answer

  Date: 07/27/2024

   
  Complaint: 21981960
  
  I am rejecting this response because:

  They lied again (no big surprise) but they did not mail my check overnight on the 25th like they claim in their response. I still have not received it and yet here it is the 26th. All this company does is lie and scam people as much as possible.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/09/2024

  We have resolved this issue and the client has received the escrow overage. The check was supposed to be overnighted and it was mailed out on that day but was not specified as overnight unfortunately. The transaction does have some abnormal complications compared to a regular payoff due to the fact that there was an escrow account with the insurance money our servicing company received prior to the payoff. When the client made the final payoff it was in the amount of the full payoff and was not short the amount in the escrow account. Obviously there are checks and security features we must go through before sending large amounts of money to clients and this is for the benefit of the clients. We understand that the client was frustrated with the time that it took for the transaction to be completed and in the end it was completed within the timeframes that customer ********************** had originally quoted. 

• Initial Complaint

  Date:06/04/2022

  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.

  We obtained mortgages on our primary residence through Ran Life Mortgage several times starting in 2013. They were easy to work with and we were satisfied with their service. Around the beginning of last year, however, we realized that the company had fumbled the credit reporting of our latest refinance loan. It was somehow not correctly reported, and my credit report and score did not reflect our years of on-time payments to this company. This artificially low credit rating has hurt our ability to obtain financing for several purchases, from before we even knew what was going on. We had had no late or missed payments during our time with the company, but my credit score kept dropping regularly, even as we paid off all other revolving debt as agreed. I contacted the company for help, and asked them to figure out what was wrong and correct the reporting on the three major credit reporting bureaus. They did nothing. To this date they have done nothing to fix this situation. My credit is significantly artificially low, and I have heard nothing from them. To this date my credit reports do not correctly represent my uninterrupted, stellar payment history with this company, and my credit score is now more than 100 points below where it should be with no other reason than RanLife's mistake. Incorrectly reporting financial information to the credit bureaus, and failing to correct it in a timely manner, is lazy and irresponsible at the very least. It needs to be corrected immediately.

  

  Business Response

  Date: 06/14/2022

  Re: ID# ********
  
  RanLife is in receipt of the complaint which states that RanLife has negatively reported his credit erroneously, resulting in a decrease in his credit score.
  Upon receipt of the complaint, our subservicer conducted a thorough review of the loan file and determined that the loan was originated on June 14, 2019 by RanLife, Inc. with a first payment due of August 1, 2019. The first payment was made on August 6, 2019 and all subsequent payments were also received on time. The loan was paid in full on August 31, 2021.
  RanLife has not reported this loan delinquent to the credit bureaus at any time. If the Borrower possesses information that shows negative reporting, he may send it to RanLife for additional research, using the below address:
  

  RanLife
  Attention: Cash Department
  *** ***** ***** ******
  Suite 100
  Meriden, CT 06450  
  

  If you have any questions or need further information regarding this complaint, please contact the RanLife Customer Care Center at ###-###-#### from 8 am to 9 pm ET, Monday through Friday, and Saturday 8 am to 12 pm ET, excluding major holidays, or by email at [email protected].
  
  Sincerely,
  
  RanLife Complaint Management Team
  

  
  

  Customer Answer

  Date: 06/14/2022

  
  Complaint: ********
  
  I am rejecting this response because: though Ranlife may not have reported any delinquency of payment on the loan account, evidence shows that the loan payments were not reported correctly and therefore adversely affected my credit rating. I still expect Ranlife to contact me and resolve the matter. Prior to this loan, which Ranlife reports was always paid on time, my credit rating was high. I still say Ranlife made errors in reporting to the credit agencies which caused my credit score to drop dramatically, therefore affecting my ability to successfully apply for other loans or refinance my current mortgage.
  
  Sincerely,
  ******* *******
  

  

  Business Response

  Date: 06/22/2022

  RanLife is in receipt of the complaint filed by Mr. ******* ******* (the Borrower) with the Better Business Bureau. Mr. *******'s complaint states that RanLife has negatively reported his credit erroneously, resulting in a decrease in his credit score and that, while RanLife has previously advised that there has been no negative reporting, he believes RanLife is at fault.

  
  Upon receipt of the complaint, we conducted a thorough review of the loan file and determined that the loan was originated on June 14, 2019 by RanLife, Inc. with a first payment due of August 1, 2019. The first payment was made on August 6, 2019 and all subsequent payments were also received on time. The loan was paid in full on August 31, 2021.

  
  Mr. ******* has previously been advised that he may send proof of any negative reporting by RanLife to us to research. To date, RanLife has not received anything from the Borrower, showing that RanLife has reported negatively, as described above. The Borrower may use the below information to provide proof, if he desires. However, at this time, the above information and previous answer to Mr. *******’s complaint remains unchanged.

  
  RanLife has not reported this loan delinquent to the credit bureaus at any time. If the Borrower possesses information that shows negative reporting, he may send it to RanLife for additional research, using the below address:

  
  RanLife
  Attention: Cash Department
  *** ***** ***** ******
  Suite 100
  Meriden, CT 06450  

  
  If you have any questions or need further information regarding this complaint, please contact the RanLife Customer Care Center at ###-###-#### from 8 am to 9 pm ET, Monday through Friday, and Saturday 8 am to 12 pm ET, excluding major holidays, or by email at [email protected].