Complaints

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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.

• Initial Complaint

  10/08/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This is a complaint concerning misleading facts, broken promises and an unwillingness to stand behind original agreement loan documents by Mutual of Omaha Mortgage. There are emailed documents and confirming emails agreeing to certain loan costs that are now being denied to me because they are claiming the original loan officer in charge of the loan is no longer employed by the company, and the new loan officer is unable to honor the deal. I do not believe this to be an option of the company to just deny the deal because someone no longer is an employee. This deal was made at the time by a legitimate representative of the company. I believe the company no longer wants to honor the agreement due to the drastic increase in the current interest rates, and they are using any excuse necessary to change the numbers. I certainly do not think this is honest or ethical and because I am not agreeing to sign a new agreement with what ever numbers they want to change to, they have caused the delay in the closing, and they are blaming me for the delay by my refusing to sign an incorrect document. Can you help?

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we refinanced with Mutual Of Omaha we had a good experience up till this last month and the payment being increased by $250 a month, this is not even a year after. So it was blamed on an escrow shortage that was a ridiculous amount. Before we signed the papers to complete the refinance I called to their attention they did not have all 3 parts of the taxes in this and was assured that would be corrected and appears it never was. So my wife then contacted them and worked out paying this shortage that i feel they caused and it was agreed to a repay this over 2 years. Around 58 a month. I called when it didn't change the now $250 a month increase and was told it's only 58 a month. 1 I feel you caused the shortage by not listening and 2 if it's 58 a month I have not been given a valid reason why you are still showing a $250 a month increase and if this is to be the way you conduct business I will contact Midland who we came from who listened and fixed their mistakes One year they had all the numbers correct but missed paying one of them and as soon as I received it in the mail I called them, faxed it over and they took care of it. I have seen the next months payment and NOTHING has changed with Mutual of Omaha.

  

  Business response

  10/03/2022

  We are in receipt of correspondence dated September 20, 2022,addressed to the Better Business Bureau (BBB). You stated your monthly payment was increased by $250.00, which was attributed to an escrow shortage.You stated that prior to signing the papers to complete the refinance, you advised that not all property taxes were accounted for in the paperwork and calculations. You stated that you were assured this would be corrected, but that due to the escrow shortage and payment increase, it appears that it was not. You had contacted us regarding this shortage previously and worked out an escrow shortage spread to repay the shortage over a period of two years, decreasing the payment increase to $58.00 per month.  However, you noticed that the payment increase did not change to $58.00, and state that you have not been provided a valid reason for this. We have reviewed this situation and our response is indicated below.
  
  Our records reflect that your loan originated on December 28, 2021 and boarded to our servicing system on December 31, 2021. A review of the closing documents show that the Closing Disclosure and Initial Escrow Account Disclosure Statement only show anticipated disbursements for ****** County Property Taxes in the amount of $429.01 and Other Impound (MUD 1) taxes in the amount of $675.88 scheduled for November 2022, and for **************** in the amount of $1,436.04 scheduled for December 2022. As such, your First Payment Letter shows monthly collection for Principal and Interest in the amount of $704.40, for Estimated Taxes in the amount of $35.75, for **************** in the amount of $119.67, and for Other Impound in the amount of $56.32, for a total monthly payment of $916.14.
  
  The closing figures did not account for the annual disbursement for Cypress-Fairbanks ISD School Tax in the anticipated amount of $1,630.08. As such, your monthly payment should have also included $135.84 to account for this annual disbursement, for a monthly payment of $1,051.98. As this did not occur, when the escrow analysis was completed on July 27, 2022, it determined a shortage of $1,358.41.This shortage was spread over a 12-monthperiod, and your new monthly payment amount of $1,165.18 was effective with the payment due on September 1, 2022. A breakdown of the new monthly payment is as follows:

  Principal and Interest: $704.40
  School Tax: $135.84
  County Tax: $35.75
  MUD/Utility Tax: $56.32
  ****************: $119.67
  Shortage Collection: $113.20

  Total:       $1,165.18
  
  We spoke with you on August 31, 2022, regarding the escrow analysis, shortage, and monthly payment, and followed up with you on September 6, 2022, to advise that approval had been received to spread the escrow shortage over a 24-month period in order to assist with the escrow shortage payment.
  
  A new escrow analysis was completed on September 8, 2022,which determined a shortage of $1,245.21. This shortage was spread over a 24-month period, and your new monthly payment amount of $1,103.86 is effective with the payment due on October 1, 2022. A breakdown of your new monthly payment is as follows:
  
  Principal and Interest: $704.40
  School Tax: $135.84
  County Tax: $35.75
  MUD/Utility Tax: $56.32
  ****************: $ 119.67
  Shortage Collection:  $51.88

  Total:       $1,103.86
  
  At Mutual of Omaha Mortgage, Inc., we pride ourselves on offering superior service and solutions, and we regret when your expectations are not met. We make every effort to serve all in a prompt and professional manner.Therefore, we were disappointed to learn of your displeasure with the service provided to you. We value your relationship and will work towards regaining your trust moving forward.
  
  We believe that this response fully addresses the concerns outlined in your BBB correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 7:00 a.m.to 7:00 p.m.CST.

  Customer response

  10/06/2022

   
  Complaint: 18050686
  
  I am rejecting this response because: It's interesting you can get the taxes straight after it has to go this far. NO matter I had called first your processor who I won't name, then calling your people before we made the first payment and again expressed this can't be correct. In both instances it was a dismissive type of attitude. So I did file this on the 20th, and find it interesting your response came after we received a letter in the mail on the 29th that we no longer are with Mutual Of Omaha, we are now with Freedom Mortgage and related to being they handle the more unique types of loans. What that this was handled poorly from the beginning and every time I brought it to your attention you want to ************ off and give answers that don't actually handle anything. In future I suggest you listen when someone calls you with concerns and actually pay attention to what they are saying. Maybe most people don't pay attention to the math and know what they should be paying. I do and will continue to. So you might say you SOLD the loan as companies often do. We had two changes the first 2 years here. That would be the perfect response if it did not happen to fall at the very same time of this complaint. 
  
  Sincerely,
  
  *************************

  

  Business response

  10/17/2022

  We are sorry to learn of your frustration with our response to your complaint.  We understand that you feel that the problem could have been handled in a more expeditious manner.  Mutual of Omaha Mortgage does not have any information to add to our previous complaint response.  We feel that the matters outlined in your complaint were appropriately addressed in the response and that the company responded to your complaint in a timely manner. 

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello! I had a really horrible and I think illegal phone call with one of your employees in May. The employee's name is ***************************** in Georgia. He was super aggressive and called me a liar after I repeatedly said no thanks that I was not intersted in his services that I already refinanced my house. He kept calling me a liar. It was such a weird call. He also started giving out a full SSN and personal details before verifying who he was talking to. He also was very threatening saying that he had my private information and repeated all of it out loud. When I asked for his license number or to talk to his supervisor he said no, that he wasnt going to let me talk to anyone because he didnt want to get in trouble. He also confessed to not being licensed. I asked for his name and license one more time then he hung up on me without answering. I was about to call him back and he surprisingly called me back saying the line got disconnected. He told me I didn't need his information, that he wouldn't give it out. He point blank said...why would I give my information to you just so you can get me into trouble? I said if you're doing nothing wrong, then you should be okay with me talking to your supervisor or giving me your license number and name. He then confessed that he wasn't licensed. That was just a "sales guy" and he was new to the job, only a few months in and he uses aggressive sales tactics like this. I told him that doesn't make it acceptable for him to talk to me this way or give out my personal information."The rest of the call was me pleading with him to pass me to his supervisor he said no. This went on for a few seconds, then he said just write a bad review on ****** if you're so concerned. I asked one last time for his information, he said no and hung up.I reached out to customer service multiple times with no answers or explanations. What ***** did was not okay, I also should have been contacted and updated about this issue.

  

  Business response

  09/29/2022

  Mutual of Omaha Mortgage, Inc. (MMI) received your complaint and completed its investigation. We are very sorry to learn of your frustration with the level of customer service provided by *********************** MMIs investigation did not uncover any evidence that he used your personal information in an inappropriate manner or that he conducted mortgage business without a license.  MMI complies with the requirements of the Safe and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), which mandates a nationwide licensing system for mortgage loan originators.  Prior to conducting origination activity, all MMI loan officer are required to complete a background check and obtain a license in the state(s) they target for ********************** origination.  Your loan officer was acting in a sales support / transaction coordinator role.  Employees acting in this capacity assist licensed loan originators with clerical duties, such as the collection of mortgage documentation, but are not permitted to conduct activity for which a license is required. 
  Upon hiring, all MMI employees receive training on Gramm ***** ****** Act (GLBA), which requires mortgage companies to implement standards to ensure the security and confidentiality of a borrowers non-public personal information and to maintain an information security program.  MMI has established GLBA policies that all employees are required to follow.  As indicated above, MMI did not find any evidence that ********************** misused your personal information and handled it in an insecure manner.
  MMIs investigation of your phone calls with ********************** finds that he did not meet MMIs standard of customer service.  He should have immediately transferred you to a supervisor upon receipt of your request. He also should not have indicated that you lied to him about your mortgage transaction or made comments about the necessity of pushy sales tactics.  ********************** is no longer with the company; therefore, we were unable to interview him as part of our investigation.  MMI prides itself on providing superior customer service and apologizes for your negative experience.  We will continue to train our employees on customer service matters to ensure that our employees satisfy our high standards for customer service.  MMI assures you that it works diligently to comply with all state and federal mortgage laws, including the requirements of the SAFE and GLBA Acts.  Employees and staff receive ongoing continuing education on mortgage laws to ensure that they originate loans in a compliant manner. 
  We appreciate your feedback and the opportunity to improve our business.  We hope that this response resolves your complaint to your satisfaction.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started the process of refinancing my home on 2/25/22. The first part of the process went OK, we were conditionally approved and signed our disclosures. Then we got to the inspection process, we paid for the inspection and Mutual of Omaha chose their inspection company and setup the date for the inspection. This is where things started to go bad. The inspector came and made notes of issues that needed repaired, which is fine, we addressed those issues. Now the reason we were doing a refinance was to get cash back to build and replace an existing detached garage that we already started tearing down and that was all known by the loan originator from the beginning. Well the home inspector included the repairs to garage (that we are replacing with the refinace) in our list of items that needed addressed after we had communicated to both him and our loan originator that was our reason for even doing the refinance. We also needed to have some testing done on our Well water which the home inspector that Mutual of Omaha setup and I paid for **** he didn't do that and that I had to find a second home inspection company to do that. So being that we are a approaching the month of April, I did pay for another home inspection to cover the water testing. Meanwhile when we addressed the garage issue with the Loan originator he instructed me by email, "to just patch up the parts of the garage for the inspector to pass it" so I did that also. So now it's July, I have stopped hearing from Mutual at all, and I am out of several thousands of dollars spent on repairing a building I am tearing down and on having to get 2 different home inspection companies. I spent money I didn't have to get this done and this could have been avoided if for one, the loan originator would have been sure to tell the inspector about the garage not to be included in appraisal, or have them fix the issue and re appraise the home after their error. They also should have used a inspector that do it all.

  

  Business response

  08/10/2022

  Mutual of Omaha Mortgage, *** ("MMI") received your complaint and completed its investigation.  Your loan was started in February 2022 with the goal of paying down revolving lines with large balances and using the leftover money to renovate the garage.  Appraisal Independence Requirements dictate that no person shall or shall attempt to directly or indirectly cause the value assigned to the consumer's principal dwelling to be based on any factor other than the independent judgment of an appraiser.  To ensure that the valuation is independent, MMI orders its appraisals through 3rd party appraisal management companies that are responsible for selecting the appraiser for a given transaction.  When the appraiser evaluated your home, he noted several issues that needed to be repaired before the property could satisfy program guidelines.  Your loan officer emailed pictures of the required repairs and indicated that the repairs didn't need to be perfect, they just needed to pass the appraiser's reinspection.  Unfortunately, the repairs were not completed in time and MMI had to take a new application.  When MMI pulled credit in connection with the new application, a late payments were discovered, which made you ineligible for an FHA loan. 

  Per FHA guidelines, if a home's water source is a well, spring or cystern, then the water must meet local minimum water quality standards if application per township.  If there are no local requirements then the water must meet minimum standards set forth by the EPA.  An independent water company must conduct the 2 test and test results must be provided.  The appraiser who inspected your home was unable to conduct the required test; therefore, MMI had to have a qualified individual perform the test.  

  MMI regrets to learn of your frustration with the loan process.  As described above, the appraiser was selected by the appraisal management company and we had no influence over his report findings.  Since he wasn't qualified to perform the required water tests, a separate inspection had to be ordered.  Unfortunately, your property did not satisfy FHA guidelines without completion of the required repairs and your loan couldn't move forward due to the discovery of late mortgage payments.

  We hope this response resolves your complaint to your satisfaction.

  Customer response

  08/12/2022

   
  Complaint: 17639105
  
  I am rejecting this response because: The assigned inspector did take pictures and explained what needed repaired, those repairs were made but it wasn't until the second inspection that he informed us that we also needed to have the garage inspected by another party because he wasn't able to that. So again we had to pay for your inspector which we paid for, then had to pay for another inspector to do the well water testing, then after repairs we then found out we had to get another inspector to come and inspect the roof of the garage. If you note in the first inspection the inspector also stated we needed to add CO detectors to the home after he already knew all we have is electric appliances and the garage is not attached to home, which we went and had them installed throughout the home and later found out they were not needed so they was extra money and time that was put out regarding this.

  I have had 3 prior mortgages before trying for this one and i can honesty say this was the worst experience. The incompetence of the inspection process was a complete joke, I have wasted months of time and resources on this working with Mutual on something that in past went so smooth with other lenders. i would like my money returned for the inspections. I can not in good faith let this go.
  Sincerely,
  
  *****************************

  

  Business response

  08/24/2022

  As detailed in MMI's initial response to your complaint, appraisers are selected by third-party appraisal management companies to ensure that their evaluations are  independent.  Our review of the appraisals on file indicate that the appraisers requested repairs to ensure that your property conformed to FHA guidelines.  There is no evidence that any unnecessary repairs were required.  The appraiser was not qualified to inspect your water system and a specialist had to be sent out.  Mutual of Omaha Mortgage, Inc. is sorry to learn of your frustration with the home inspection process; however, for the reasons stated above, it is not recommending further action in connection with your complaint.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This is the email I sent Mutual of Omaha this morning-My goal in this communication is to close on the existing application of the loan that we have been working on since 3/18/22. We have provided all the necessary documentation to purchase our dream home.I am very disappointed in the services that I have received from your organization. We entered into an agreement of good faith. I have been understanding during all the obstacles that you have faced (employees leaving employment) processing my loan, all not to my doing. I have provided you all documentation in a timely manner. I have no other alternative at this time but to report this situation to the better business bureau in hopes that they will assist me in closing this loan. My wife and I are expecting our first child. This is causing her great stress and I am concerned that her pregnancy will be impacted by the lack of resolution with our family home purchase that we have worked so diligently for 18 months to find and acquire.

  

  Business response

  05/27/2022

  Mutual of Omaha Mortgage, Inc. has received your complaint and completed its investigation.  This loan is a top priority and our operations director reached out to you the same day this complaint was submitted.  Your loan is a home renovation transaction and the loan officer is waiting on items from the contractor to finish getting the project and final costs approved with the construction department.  The loan officer is copying you on these requests and is doing everything possible to meet the June 1st date; however, we cannot make any guarantees as we are waiting on the third party contractor before we can take our next steps.  The loan amount was updated because the amount for a home renovation loan has to be the sales price of the home, the cost of repairs, and a 10% contingency required for any overrun on the cost of construction.  Operations assured me that they are diligently working on your loan and will keep you apprised of its status.  We hope this resolves your complaint to your satisfaction.

   

   

  Customer response

  06/03/2022

   
  Complaint: 17220754
  
  I am rejecting this response because:
  

  This is not acceptable , We started the process of purchasing the *********************************************************************** property on January 31st 2022.  We notified Will ***** (Mutual Of Ohmaha)on 2/15/22 we had selected southern Moutain home builders as our contractor. On 3/21/22 ***************************** ( Mutual Of Ohmaha) requested further contractor information such as floor data and interior building materials. On 4/19/22 the land survey was performed.

   On 5/25/22 *************************( SVP of national operations for Mutual Of Ohmaha)called me to verbally acknowledge that they did the credit screening for the contractor and he had a Fico score of 500 which they would not allow him to work on this project. 

  Mutual Of Ohmaha had 63 days to screen this contractor before the survey was performed. From the time the contractor info was submitted to Will Moyer on 2/15/22, untill *********************** called me on 5/25/22 to let me know the builders Fico score was too low for mutal of Omaha to accept as a contractor  a total of 99 days had passed.

   On 6/2/22 *********************** called to inform me that Mutual Of Ohmaha has decided that they will not pay for the survey($4500.00) they will only pay for the well and septic. 

     This entire process has taken 114 days. I have provided all the information to Mutual Of Ohmaha in a timely manner and in hopes of purchasing this property. 

   We fully expect Mutual Of Ohmaha to pay for the well septic and land survey. Due to their miscommunication and inability to effectively execute any process of this loan. From the time we submitted the subcontractors info to the time they checked his credit score should not have taken 99days. 

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

  

  Business response

  06/16/2022

  Mutual of Omaha Mortgage, Inc. received your complaint and completed its investigation.  We acknowledge that the transaction took longer than anticipated; however, the transaction was denied due to the failure of the builder, whom you selected, to satisfy our investors credit score requirements.  As a gesture of goodwill, MMI already submitted a refund for the appraisal, and septic and well inspection fees.  We understand your frustration with the loan process, but MMI is not responsible for the builder's inability to meet the investors credit threshold.  As the investor, Flagstar had a minimum credit score requirement that was not met by the builder.  For this reason, MMI is not recommending further action in connection with your complaint.

  

  Business response

  07/06/2022

  This complaint was ultimately denied by the investor because the builder, which was selected by the borrower, failed to satisfy the investor's credit score requirements.  We have already provided a refund for the appraisal and septic and well inspection fees as a gesture of goodwill.  MMI is sorry to learn of the borrower's frustration with the loan process; however, it is not recommending further action in connection with his complaint.

  Customer response

  07/08/2022

   
  Complaint: 17220754
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm filling a complaint for harassment and breaking the law of according to the **** I've told customer service that I'm no longer interested in their services yet I'm constantly harrased. The phone calls start at 7a and continue throughout the day.

  

  Business response

  04/29/2022

  Mutual of Omaha Mortgage, Inc. ("MMI") received your complaint and completed its investigation.  As soon as your complaint was read on 4/20/22, MMI placed you on its Do Not Call List.  You will no longer receive any calls or communications from us.  Based on our review of our records, MMI had a permissible purpose for its prior calls and there is no evidence of state or federal violations.  You visited our website and provided consent for the calls on 3/15/22.  We are sorry to learn of your frustration with the calls and hope this response resolves your complaint to your satisfaction.  

• Initial Complaint

  03/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On January 14, 2022 we applied for a refinance loan of $130k 30 yr fixed loan with Mutual of Omaha Mortgage. We decided to use them because **** *******, Loan Originator, strongly suggested that we had a good probability of getting loan. After several adjustments and document exchanges to get the loan approved. We were informed a $500 appraisal was required to continue with loan.Soon afterwards by 1 February 2022 the bomb was dropped by Mr ******* and Processor *************************** that there has to be 6 months between selling a house after purchasing a new home before refinancing. We had purchased new home within 3 months. By 1 February 2022 we were told they wouldn't continue with the process.All of this information was accessible to Mutual of Omaha Mortgage from the very beginning. Before $500 was charged for an appraisal by a local company.We were honest with them and gave them all information as requested. Their methods of doing business appears to be intentional financial deception! Not only did we Not get the loan but also Out $500 for an appraisal on a home that shouldn't have been done.We'd like our $500 returned by Mutual Omaha Mortgage.

  

  Business response

  04/08/2022

  Mutual of Omaha Mortgage, Inc. received your complaint and completed its investigation.  **** Newborn is no longer employed by MMI so we weren't able to interview her regarding your loan.  A review of the file shows that you were placed on title on October 9, 2021 and MMI was required to wait 6 months from that date to refinance your loan per program requirements.  This period will elapse on April 9, 2022 and conversations with the company indicate that they would be willing to move forward with your loan.  They have been unsuccessful in their attempts to contact you regarding the transaction.  MMI is sorry to learn of your frustration and is willing to refund your appraisal as a gesture of goodwill without admitting fault.  The refund will appear as a credit to the card that was used for the appraisal purchase.  We hope this resolves your complaint to your satisfaction.

  Customer response

  04/13/2022

   
  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.
  
  Sincerely,
  
  Fathaya *******

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was doing business with them to refinance my home working with them getting all the stuff they need to get the job done they told me that they would handle the homeowners insurance after two weeks later they told me I had to do it that was one problem the second was they pulled my credit they seen everything and they told me that the lender would not because of a bankruptcy that was less than six years I told them to research it its been more than 12 years they dont seem like they know what theyre doing they took a lot longer than what they said after they found out they stopped responding to my emails and phone calls I paid ********************************************************************************** my refund not happy with the service provided by this company do not recommend them very unhappy with the guy handling the job *********************************

  

  Business response

  03/02/2022

  Mutual of Omaha Mortgage, Inc. ("MMI") received the borrower's complaint and completed its investigation.  A review of your file indicates that there were several hurdles to closing your transaction:

  1) MMI required a 2 year employment history with correct dates and a letter of explanation for any gaps in employment greater than 60 days.

  2) MMI needed 2021 W2s or final year end paystubs for all jobs

  3) MMI needed proof that the foreclosure record appearing on your credit report was not associated with you, or evidence that it was a short sale rather than a foreclosure

  4) MMI requested 6 months PITIA (principal, interest, tax, insurance, association dues) reserves to remain under the required debt-to-income threshold of 45%.

  The 2018 foreclosure was the factor that ultimately led to the denial of your loan application.  The loan product for which you applied requires a 7 year wait period for any foreclosures that appear on a borrower's record.  A review of your loan officer's ***** correspondence demonstrates that he made several attempts to reach out to you to obtain the foreclosure paperwork or evidence that the foreclosure was actually a short sale.  You indicated that you had recently moved and could no longer find the required paperwork.  Since the company could not obtain any paperwork to clear that foreclosure on your record, your loan was appropriately denied for an unacceptable payment record on your previous mortgage and a statement of denial was submitted to you.  MMI's investigation finds that your loan was appropriately processed and that the denial reason was accurate.  MMI is sorry to learn of your frustration with the loan process; however, for the reasons noted above, it is not recommending further action in connection with your complaint.  Should your situation change in the future, MMI would be happy to reconsider your loan qualifications.

  Customer response

  03/04/2022

   
  Complaint: 16793329
  
  I am rejecting this response because: the information you have stated is false I did not have a foreclosure in 2018. You where told when I did have a for closure and that was back in 2006. Please refrain from making false accusations to tarnish my name.
  
  Sincerely,
  
  *****************************

  

  Business response

  03/17/2022

  MMI records indicated a foreclosure within 7 years associated with property for which you were listed as the previous owner.  When the business line requested documentation for the foreclosure, you stated that you could not locate it.  The business line provided an opportunity for you to provide paperwork to show that it was a short sale rather than a foreclosure.  This documentation was never provided.  Since you were not able to provide satisfactory paperwork to remove the foreclosure condition, the loan was appropriately denied.  MMI only intent in mentioning the foreclosure was to provide a detailed response to your complaint.  It was in no way an effort to tarnish your reputation.  We hope this response resolves your complaint to your satisfaction.

  Customer response

  03/18/2022

   
  Complaint: 16793329
  
  I am rejecting this response because:
  
  Sincerely, this company did that to their job or the research cost me $500 that I had to repay again through another company to do the same job they did and they got it done I want reimbursed my $500
  
  *****************************

  

  Business response

  04/01/2022

  MMI feels that it has provided a satisfactory response to this complaint and does not feel that an appraisal refund is warranted.  We are sorry to learn of the borrower's frustration; however, for the reasons provided earlier, the company is not recommending further action in connection with the complaint.

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