Complaints

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Below is a letter that sums up what I've sent this company and still no response. The Company's NMLS #1114762 and the Bitter loan officer I worked with NMLS #*****. I would like to show how upset and spiteful this company has been since I refused to settle for their loan proposal. I am writing to you regarding recent activity on my credit report, that was performed by your company without my authorization or knowledge. I am a previous client of Liberty Home Mortgage Corp. We went through NMLS# ***** to refinance our home a few years back, and recently looked into updating our mortgage with a Cash Out Refi, that my wife and I ultimately turned down. On 5/22/24 we declined the Cash Out Refi offer that was compiled by NMLS #*****, and was assured that my loan been cancelled / denied per requested. On 5/28/24 we received an alert from Experian that my credit had a Hard Inquiry pulled. I contacted the company listed on the report, Lenders One, first thing this morning (5/29), and was informed that NMLS #***** from Liberty Home Mortgage Corp. had requested the credit report at 12:38pm EST on 5/28/24. I explained that I did not authorize this credit report and that I have no idea why, NMLS #***** would have performed this search as we had already closed out an offer and did not intend to enter into any additional offers. The representative, from Lenders One, informed us that yesterday’s credit inquiry can be suppressed if Liberty Home Mortgage Corp. sends a formal request to their company (Lenders One).

  

  Business response

  06/05/2024

  We are sorry to hear about ********* experience. We reached the end of the transaction and he had asked to see if the terms could be re-negotiated and we were offering the best loan that we could qualify him for, so nothing could be changed. We have done business in the past with Michael (multiple transactions as a matter of fact) and had no issues. In regards to this transaction, credit inquiries are required as part of the process as we move towards closing and nothing could be done at this time as far as removing those inquiries. For any consumer out there who is applying for or in the middle of or at the end of a mortgage transaction, credit inquiries will occur since that is part of the process. They cannot and will not be removed. 

  Customer response

  06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I Did not ask to re-negotiate the loan terms from this company, I believe this was a dirty tactic that they used in order to try and disrupt my credit report. I have no interest in receiving loans from anyone right now and they couldn't deal with that fact. Yes we've done business in the past on one occasion, that's it, years ago. I'm was very surprised how this company handled this situation and it's disappointing that these grown men and women act like this. I'd love to see an email stating that I wanted to re-negotiate a loan from them???!!!! They had per.ossion to run my credit in the beginning stages to obtain alone and that's it!!! I just want them to stay out of my credit profile they do not have my authorization to run my credit at all!!!! 
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ********
  
  
  
  
   

  

  Business response

  06/05/2024

  The borrower was at the end of the loan process. Credit is checked and credit is monitored from beginning to end. We cannot do anything about that unfortunately. We follow the same process for all borrowers and we cannot remove inquiries. He chose not to complete the transaction. That is his decision. There is nothing more that we can do.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  **** **** from the independence office his number is 167235 has been sending me threatening emails since I told him I no longer wanted to go with his company. I have attached the emails below. He needs fired and his license revoked if this is how he is treated clients.

  

  Business response

  08/30/2023

  Good Morning,

  We received a message from the borrower on Monday evening the 28th of August alerting us of the complaint through our ******** page. We immediately responded to the borrower letting her know we received the complaint and that we would investigate it in the morning. On Tuesday the 29th of August we spoke to the Originator **** and instructed him to make no further communication attempts to the borrower. **** acknowledged and agreed to no longer attempt to contact her. We message the borrower this morning on ******** notifying her that the communication would stop and that if she needed anything further on her transaction that she could reach out to our Operations Manager Ian Shirey at ishirey@libertyhm.com. She replied back thanking us for having the conversation. 

  Customer response

  08/30/2023

  [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

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November of 2022, I inquired about a home refinance with Liberty Home Mortgage Corporation. I work with one of the branch managers named *****. I decided to go a different route in December as I no longer was interested in a home refinnce with the company. I still received many text messages and calls from ***** in which I informed him that I was waiting until after the holidays to reevealuate. I recevied a text message on 1/17/23 after I did not answer a call from him. I politely informed him that I was no longer interested and to please dispose of all of my personal information. His response was that he could not dispose of anything without speaking with me. He also told me that I needed to be a grown up and a phone call was the least that I could do since he spent so much time trying to help me out. He asked when I could take 5 minutes to talk to him then sent a threatening text "otherwise no information would be disposed of, including social security, bank information, etc." I texted him that I didn't appreciate the threats and he responded that he wasn't threatening just saying that he won't dispose of anything. He again told me that a 2-5 minute conversation is reasonable for any grown up. He also went on about my financial situation. I then emailed him to inform him that I was no longer in refinancing my home with his company and to dispose of my personal information inwhich he responded "I’m sorry ******** but none of your information will/can be disposed of. We had a great loan set up and nowhere else is going to accommodate your credit score and get you to the closing table. Nobody else has even attempted either as we have the FHA case number assigned to your property, and no lender has requested it to be transferred. So what’s your plan with all this debt?" I responded that I did not need to inform him of my plans & that I would get the proper authority involved if he did not leave me alone and shred my file with personal inormation.

  

  Business response

  01/19/2023

  Hello,

  The borrower is correct that she applied with us last year and that she asked us to reach back out to her after the holiday to refinance because she was to busy at the time. When we reached back out we did inquire about why she no longer wanted to proceed, and reiterated the value of the refinance. It was then that she asked for us to destroy her information. Here is our response to the request to destroy the information.

   

  “Hi ********. It does appear as though an amazing option was set up to consolidate a large amount of debt. It also appears as though the main issue was the ability to pay for the third party FHA appraiser. We often cover this expense for clients in need, which is likely why there were so many attempts to contact you over the past 2 months since entering process. In regards to your request to dispose of all of your personal information, this seems to be a misunderstanding. We are required by Section 1026.25(c)(2)(i) of TILA-RESPA to maintain records for all borrower applications for at least two years, which is the reason your information cannot be disposed of. It is however 100% safe. If you change your mind in the future and decide again it would be beneficial to consolidate your debt that was planned originally with us, we are happy to connect you with a different loan officer. Thank you.”

   

  We are required to maintain the information and will not be able to dispose of it in the manner that see is requesting. We have removed her from any further solicitations. 

*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. ↩