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          FirstBank

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          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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          Complaint Status
          Complaint Type

          • Initial Complaint

            07/10/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            My mortgage provider, "FirstBank", sold my mortgage to a company I have never heard of called ShellPoint Morgage, that is rude, and has a lot of one star reviews, they lied to me over the phone, and threatened to put my home in foreclosure if I do not make a payment by August 1st. I called today to ask who they were, they said they are ShellPoint, a mortgage loan **** collector, and they trying to to help me save my property and get current on my mortgage. Later in the conversation, I said ok can I make the current months payment every month, and maybe pay an extra $500.00 on top of that until I'm caught up then. She said no sir we do not take partial payments. Her voice and tone sounded short, and like I was getting on her nerves, and shouldn't be asking questions. I was trying to learn about **********, who they are, why they are allowed to collect on my loan, why they have my loan, if they were real and not a scam, if I could trust them, all these and more, and it's my right to ask these questions. My loan got transferred by FirstBank that supposedly owned my mortgage, and the first time in five or 10 years I have ever been late on a payment, they put in me in foreclosure after 1-2 months, and sold my mortgage note, or atleast put the company called ShellPoint in charge of it. I don't even know if my interest rate, loan term length, and all that information is the same, I don't know anything about ShellPoint, their terms and conditions, policies or anything. I don't trust them, and this is all bad and not cool at all.On top of everything, I own a LLC, and Corporation, multiple entities and businesses, and yet they threaten me by saying if I don't make a payment by August 1st, that my home will go into foreclosure. I called them a week ago, when got first letter I seen from ShellPoint, and they said they didn't even have me in their system, got another letter yesterday, is why called today. Now I'm in their system and they say I'm weeks away from losing asset.

            Business response

            07/22/2024

            FirstBank is in receipt of this complaint as of July 22, 2024 and will partner with Shellpoint Mortgage Servicing to respond directly to the consumer in order to protect their privacy. On May 1, 2024, Specialized Loan Servicing, LLC (SLS) merged into Newrez LLC d/b/a Shellpoint Mortgage Servicing (Shellpoint).

          • Initial Complaint

            04/08/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            Failed in proper investigation on a fraud dispute. Failed to use or review supplied documentation in determination. This caused an incomplete and inaccurate determination on my case. Complaint also being filed with fcc,ftc,dfi,cfpb

            Business response

            04/15/2024

            FirstBank has responded to this consumer directly in order to protect the customer privacy, response letter mailed 04/12/2024. 

            Customer response

            04/25/2024

            I didn't get a reply from anyone. 

          • Initial Complaint

            09/18/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            I have been struggling through a mentally, physically, and emotionally draining issue with Firstbank since my mortgage was change to service through SLS. I cannot mentally deal with these people any more. First off, because Firstbank sold my mortgage to Firstbank, it crashed my credit score. Secondly, after numerous problems caused by someone on the lender side of things, I am still flagged and not allowed to make my mortgage payment. This is ridiculous, and it is always a different excuse. I need any negative marks on my credit removed and I need to have Firstbank sell my mortgage to a different bank. After sitting down with my accountant and lawyer, they advised me to make it clear to you, that this is a clear UDAAP violation. Also, they suggested that I go ahead and file the lawsuit we have been working on. I am not asking for money from you for the mental, physical, and emotional pain and suffering this has caused me, but if I do not receive a resolution in a timely manner, I will be. I have never, in my life, had to deal with such a ridiculous situation in my life, and Firstbank, as well as SLS, should be ashamed and embarrassed that we have gotten to the point that we are at. There has only been one positive in the whole situation, and that came in the form of a person by the name of *******************************. She has been an absolute pleasure to work with and she deserves a raise. Outside of that, I have dealt with nothing more than under qualified, unprofessional, down right aggravating people. I have been told numerous lies. Please feel free to review all recordings of calls pertaining to my account. I caught the person who I talked to today in a bold faced lie, and I have proof that she is lying, mainly to do with the amount of time I have had to deal with all of this. This pertaining to her telling me that no one could fix my current issue, when last month that person fixed the exact same issue and told me that if anyone said they couldn't, that they were lying.

            Business response

            09/27/2023

            FirstBank takes consumer feedback seriously and completed a thorough review. In order to protect the consumers privacy a response has been provided directly to the consumer. 

          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. ↩

          BBB Rating & Accreditation

          A+

          This business is not BBB Accredited

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          Years in Business: 118

          Customer Reviews are not used in the calculation of BBB Rating

          Overview of BBB Rating

          Contact Information

          211 Commerce St., Suite 300

          Nashville, TN 37201

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          (800) 413-4211

          Customer Complaints Summary

          6 total complaints in the last 3 years.

          2 complaints closed in the last 12 months.

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