Complaints

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am seeking refund of $400.00 for property appraisal I was told I would recover due to loan not going through. I spoke with ********************************* who said we would be refunded and that has not happened. The transaction was on 7/26/2023 at 08:54:51 according to my bank records. I have emailed and called various times requesting this refund and have had no response via email or phone. Last email was on 9/15/23 and I attached a copy of the bank transactions showing it did go through. I would like help recovering my refund.

  Business response

  10/04/2023

  In response to the request for the refund on the appraisal done via EMM Loans in July 2023.   I can confirm that on 8/28/2023 that a refund of the appraisal was completed for $250.00 to the card ending in ****. If the borrower does not see this in the account - please contact their account holder as the funds have been confirmed as transferred. The remaining portion of $150 which was attributed to a second trip fee to the house, is being processed with the appraiser now. This fee will also be refunded. 

  Specific contact in this matter should be made to ************************* - Processing Manager @************  or  *******************************

  Thank you, 

  *******************;

  Customer response

  10/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My homeowners insurance is not escrowed through EMM loans. My loan was written that I pay it on my own-they paid it and had no right. I was never uninsured to where they had a legal right to do this nor was a notice provided. Without warning or notice of any kind, they paid it and added a cushion for next years insurance and sent me, my next bill which changed my loan payment from $1207.97 to $2823.42. An increase of $1615.45 for a single mother of 2 children!!!! They were notified and put a hold on it but they reported it to my credit while they were trying to fix it damaging my credit over 100 points back in December 2022. After multiple calls to many supervisors, they did correct the credit, but only on two creditors, not Experian. My scores did not go up the same as it was damaged! Then they put a hold on that and I didnt hear anymore although I made multiple phone calls. I tried to have my insurance refund them but they couldnt! A few months later, I got another bill showing an increase back up to over $2000 again without warning, in the meantime, my regular payments were being made. Again I had multiple supervisors working on it was guaranteed there was a hold on my credit report and would not damage my credit. It took them several months and every phone call they admitted to wrongdoing and said they had no right to pay it. A high supervisor was trying to get the escrow amount washed away since it was their fault, and they caused me so much trouble. Repeatedly telling me not to make a payment until it was resolved, and that my credit would not be damaged again. May 2023 my credit was damaged again, over 100 points. I was denied financing for a major dental surgery that was already planned and time off of work.Their very rude supervisor named ***** said they refused to wash away the amount and all they will do is fix the credit which they still have not done. The STRESS they have caused me is phenomenal! They NEVER call back and all of this is their fault!

  Business response

  07/10/2023

  The complaint has been escalated to the ************** Manager at TMS/******** to resolve the issue. The specifics of the case have been communicated and resolution is expected this week. We will continue to monitor this complaint with the loan servicer until resolution.

  Customer response

  07/17/2023

  
  Complaint: 20247066
  
  I am rejecting this response because: I received a phone call last week from **** at EmmLoans stating he was going to check into the problem and get back with me within a week and he never called back. A woman called me today and said that they are requiring paperwork from me to prove that my credit was still damaged from November December 2022 when they should have this information. Then she also told me that they are not going to repair my credit from May and June 2023 because that was not their fault she states. I informed her to go back and listen to the multiple recorded phone calls where I was informed, and instructed not to pay my payments by ****** as well as other supervisors as the escalation department was working on the situation, and that my credit was not going to be reported! I often called and told them I dont feel comfortable not paying at least the previous normal payment because I received DEFAULT letters yet was continually told not to pay it. 
  I also told her that they should not be charging me late fees for all the times they told me not to make the payment! She said (as though it was new to them and we have not discussed this 1 million times) that they would have to check into the situation ! I told them my credit has been damaged for a year and they need to repair it ASAP as this is ridiculous! So still no resolution, and they are reluctant to take responsibility for what they did or to repair the problem or to remove the amount of money  that I should not have to pay them back as they had no legal right to pay this in the first place! Please follow up I am getting no help from EmmLoans at all! 
  
  
  
  Regards,
  
  *********************

  Business response

  08/02/2023

  EMM Loans (***) is in receipt of the complaint filed by ********************* (the Customer) with the **********************. ************** complaint states that her loan is not escrowed, but *** paid her insurance and raised her payment as a result. She alleges that her credit has been damaged and that *** will not remove all escrow amounts she is being charged.
  Upon receipt of the complaint, *** conducted a thorough review of the loan file and determined that the loan transferred to the *** servicing office on October 1, 2021. Only the flood insurance should have been escrowed, but in error, both homeowners and flood insurance were set up on the account. On July 29, 2022, *** disbursed the homeowners premium, in the amount of $7,044.60. The Customer had not paid the premium at the time *** made the disbursement. A refund of $380.67 for overpayment was received on September 14,2022 and deposited back into the escrow account.
  
  *** began research on October 26, 2022 as to why the premium was paid on a loan that should have been non-escrowed for homeowners insurance. The homeowners insurance was corrected to non-escrowed, and an escrow analysis was completed on November 30, 2022. The analysis reflected a shortage of $10,136.46, due to the unplanned disbursement.
  
  On March 31, 2023, the Customer was advised that we would review the account for a possible spread of the escrow shortage over a longer time than the standard 12 months and that the credit reporting would be suppressed during the review. The escrow account was reanalyzed on May 5, 2023,with a 36 month spread of the shortage approved. The payment with this spread was $1,525.85, and backdated to March 2023 to decrease the Customers monthly obligation.
  
  Credit was suppressed for the April and May 2023 reporting; however, when the Customer did not make either the April or May 2023 payments by June 1, 2023, the account was correctly reported as 60 days past due.
  
  The escrow shortage cannot be removed, as the funds were advanced out of the escrow account and the Customer had not yet paid the insurance premium at the time of disbursement. Because the premium was paid from escrow,the Customer did not pay the 2022 homeowners insurance and there is no refund available.
  
  At ***, we strive to exceed our customers expectations with every interaction. *** fell short of this goal and sincerely apologizes for the incorrect escrow setup and disbursement, and resulting frustration.
  The *** servicing Center prides itself on ******************* Providing the highest level of quality service is our goal. If you have any additional questions, please feel free to contact the EMM Loans ******************** 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 ***************************.
  
  Sincerely,
  
  EMM Loans Complaint Management Team
  

  Customer response

  08/03/2023

  
  Complaint: 20247066
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *********************

  Customer response

  08/03/2023

  
  Complaint: 20247066
  
  I am rejecting this response because:
  I have recently spoken to a woman named ***** extension **** and gave her all the information regarding this account. I also informed her that I spoke with. my gentleman named ******* on May 15 and was informed during that phone call when I would have to make the payment so that my credit was not damaged, I had not, up to that point where I called him been told of anything about the credit suppression being ended, or how long it was going to last for, although, even though they suppressed my credit, it was still reported to the creditors so this gentleman told me when to pay it and I did pay it by that time as well as the rest of the payments when they were dueso nothing should have been reported! There are three reports on my Experian account. I still have December 2022 Their first error and then two months  for 2023! none of which should be on my credit report and are all an error on their part! ******** fact that I have had to spend a year on the telephone for HOURS at a time to try to repair my credit, and all the damage that they have done, denial for a major $26,000 scheduled dental surgery that shouldve been approved with my good credit, the fact that I can no longer negotiate my home owners insurance because they paid it, the unimaginable stress, the fact that it was not even due yet when they paid it, as they only note that I did not pay it, but it was not paid because it was not yet due, and I was negotiating, which I no longer have the ability to do and now I am face with trying to find a new company, which will cost me a lot in fees such as new inspections and wind mitigation forms. Take all that into consideration, and the fact that they had no legal right to pay this in the first place and they should be a kind enough company with good enough customer care that they dont charge me for their errors as they should never have touched this in the first place!! As of right now, ***** is supposed to be reviewing all of the phone calls with a gentleman named *****, who I requested many times to call me himself and was told that he would not speak to me. This is a pathetic situation that I never should have been put in and I have been the one dealing with it ever since! Absolutely pathetic! I am begging for somebody to repair my credit that they had no business damaging!! I need to get a loan, so I can re-pay the person that I borrowed the money for my dental surgery from- as I HAD to have the surgery on May 23, the Dentist had me scheduled and I already had the time off of work approved Their error has caused me nothing but problem after problem after problem! Yet they still fight me when they know they did all of this wrong! For once I would just like them to stand up and do whats right! Fix everyone of my credit reports, as I have been working on my credit for 10 years, and this is extremely hurtful! And due to this being completely their error, yes, I do think they should absorb the amount they put in escrow! It all comes down to the fact that they should not have touched it in the first place! In the beginning, I tried to get my insurance company to refund them so that I could deal with them directly as it was supposed to be and they would not do that. They are a big enough company to straighten this out and thats what they need to do and quickly ! I have been put through ENOUGH!!!! I am a single mother of 2 children trying to keep a full time job, a home and I do it all alone- I DO NOT have time to keep dealing with their mistakes!!!! Thank you, *********************. ID #-********. DOB 1/5/70
  
  
  Regards,
  
  *********************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my mortgage out with EMMLoans in 2020 and put down 15%. Therefore I had *** on my mortgage. I contacted EMM in 2021 and got the procedure to get an appraisal and remove my ***. I submitted all the documents in June of 2021. The *** was removed and for all of 2022 I had no *** on my mortgage. In early 2023, I noticed that *** was added back to my mortgage and there was a disbursement of $2,900 from my escrow to pay for coverage of *** in 2022. I also now have an escrow shortage payment added to my monthly payment to cover the shortage that this payment caused. My monthly mortgage payment is now $500 higher (*** and escrow shortage). After numerous calls it was discovered that EMMLoans never filed the appraisal with the loan servicer ****** ***. This was clearly EMMLoans responsibility. My loan was sold by EMMLoans in late 2021 to EMMLoans (apparently another division of EMM) and I keep being told it was previous loan servicers fault but EMM sold my loan to EMM!I would like to have EMM credit back the amount that was paid to cover my back *** and remove the current ***.I did everything properly and according to the instructions provided by EMM to remove my *** in 2021.After numerous phone calls and promises of call backs, I have yet to receive any follow up calls from EMMLoans. The last phone call (which always takes over an hour) I spoke to a supervisor, her name was *****, and she promised she would personally call me back the next day. It has been a week since my last phone call.

  Business response

  04/27/2023

  EMM Loans and the servicing partner have work to resolve the issue of the mortgage insurance brought forth on this complaint. EMM has refunded $2982.96 to the borrowers escrow account for back MI payments. This should clear that issue. In addition steps were taken to determine the value to remove the mortgage insurance status. We are actively tracking the value determination to remove the mortgage insurance. This should be done in the next few days.  We are committed to resolving this complaint - we have a  dedicated manager assigned to this - ************************* - that can be contacted at any time directly - ************.  We will continue to communicate the status until completed. 

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have requested at least a dozen times since July 2022 for EMMLoans to correct their mistake of charging me for flood insurance even though I have proof that Im already covered and it is paid through my HOA, not my mortgage company. I continually get the run around and no one seems to know what theyre doing.

  Business response

  10/14/2022

  The following research was completed on the inquiry - we are expecting resolution by the 17th of October and will communicate directly with the borrower.

  
  

  The LPI was placed due to not having active flood on file. The flood expired on 5/15/22 and no renewal was received until 7/15/22. Call outs were made on 5/19/22 and 5/26/22 but the renewal was not able to be obtained.

  Once the renewal was received on 7/15/22 it was updated and LPI was cancelled. The refund for LPI was credited to escrow on 7/29/22.

  The loan boarded with the homeowners personal flood policy as the condo master flood. The personal flood policy is in the name of the *** though. When this was discovered to be a personal policy it was moved to the 354 tracking line as a personal flood policy, which is then changed to escrowed status.

  Escrow has requested to have this reviewed to see if it should be on the 354 line as a personal flood or if this would be able to remain non-escrowed due to being in the name of the ***.

  Assurant has made a call to the flood agent to confirm if this is indeed a condo master policy or if this is a homeowners personal policy. This will determine whether the escrow is required or not. The agent's office was closed so they left a message for a call back and will follow up again on 10/14/22. If they do not get a response back Escrow will also reach out to the flood agent as well.

  We are considering this an escalated issue and will resolve by 10/18. 

  
  

  *******************;

  SVP Risk Management 

   

*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. ↩