We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Cookie Preferences

Many websites use cookies or similar tools to store information on your browser or device. We use cookies on BBB websites to remember your preferences, improve website performance and enhance user experience, and to recommend content we believe will be most relevant to you. Most cookies collect anonymous information such as how users arrive at and use the website. Some cookies are necessary to allow the website to function properly, but you may choose to not allow other types of cookies below.

Necessary Cookies

What are necessary cookies?
These cookies are necessary for the site to function and cannot be switched off in our systems. They are usually only set in response to actions made by you that amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not work. These cookies do not store any personally identifiable information.

Necessary cookies must always be enabled.

Functional Cookies

What are functional cookies?
These cookies enable the site to provide enhanced functionality and personalization. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, some or all of these services may not function properly.

Performance Cookies

What are performance cookies?
These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance.

Marketing Cookies

What are marketing cookies?
These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant content on other sites. They do not store personal information directly, but are based on uniquely identifying your browser or device. If you do not allow these cookies, you will experience less targeted advertising.
Better Business Bureau®
Resources for Businesses
Better Business Bureau
          Share
          Business Profile

          Mortgage Banker

          Highlands Residential Mortgage

          Headquarters

          BBB accredited business seal
          BBB Accredited BusinessA+Rated by BBB

          Complaints

          Need to file a complaint?

          BBB is here to help. We'll guide you through the process.

          File a Complaint

          Complaint Details

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

          Showing all complaints

          Filter by

          Complaint Status
          Complaint Type

          • Initial Complaint

            06/29/2024

            Complaint Type:
            Billing Issues
            Status:
            Answered
            My credit record has been shattered due to an incorrect report of delinquent payments to the credit bureau by Highlands Mortgage. I was laid off last July and Highlands helped immediately by allowing me to defer my payments for three months. Re-employed in November and worked with Highlands and F**** *** to to do a loan modification which put that deferred balance at the end of the loan. I was told by the service center NOT to make any payments until the loan modification was set up. This happened on April 1, where I began to make my trial payments. Also at this time, April 1, my loan was moved to a new lender, ****************************. Made three on time trial payments to *****, and last week signed the paperwork on the modified loan. All should be square at this point.Found out however that Highlands had filed delinquency payments to the credit bureau, at the same time that I was told not to make payments until the loan modification was completed. One hand didn't know what the other was doing.Since I'm now with Valon, I can no longer call ****************** center to resolve the issue, after I had previously talked to them many times during the loan modification process and before transfer to Valon. This could be resolved just by talking to Highlands service center since all of my communications have been logged with them. Please help!********************* ************ ********************

            Business response

            07/22/2024

            Please see formal response attached.

          • Initial Complaint

            06/19/2024

            Complaint Type:
            Customer Service Issues
            Status:
            Answered
            A new company took over our mortgage 04/01/2024, which was annoying enough, and we were not notified by Highlands, so we incurred late fees. We were not provided any notification of this change direction on how to handle all the legal changes which has put us in a financial bind. Highlands has not tried to resolve the issue. I warn others to use this company.

            Business response

            07/02/2024

            To Whom It May Concern,

            Highlands Residential Mortgage **** (HRM) is in receipt of the complaint dated June 20,2024, on behalf of *************************. HRM values our customers, and we appreciate the opportunity to address this matter with the Better Business Bureau of ********************

            HRMs research shows that the loan was sold to another servicer on 4/1/2024. The goodbye letter was provided to the borrower on 3/14/2024 which falls within the ***** guidelines of 15 days notice prior to the transfer. By law, no late fees or negative credit reporting is allowed from 4/1/2024 to 5/31/2024.

            Our goal is 100%satisfaction, and we regret any inconvenience the customer may have experienced through this process with us. Thank you again for the opportunity to address their concerns. If there are any further questions, please contact us at ***********************************************************. 

            Business response

            07/02/2024

            Formal Response letter attached.

          • Initial Complaint

            01/22/2024

            Complaint Type:
            Billing Issues
            Status:
            Answered
            This company overcharged my my mortgage in November. When I called them they told me they were going to apply the overpayment to December. They told me to turn off my auto pay and resume paying in January. When I logged in January I saw that I was behind a month. I then saw they submitted a missed payment to my credit. When I called them they refused to take accountability for what they did and remove the **** on my credit and said they mailed me a check. I never received this check and still haven't received it. They yet again over charged me this month. They owe my 3k and also need to remove my missed payment from my credit. I only followed their instructions and have now been punished for it. I have no faith in this company they seem to charge whenever they want and don't care for their customers. I wish I could refinance but now they messed up my credit so I can't!

            Business response

            02/06/2024

            Good morning,

            I am working to obtain a formal response from our servicer regarding this complaint and will submit it as soon as I have it.

            Business response

            02/06/2024

            Please see formal response attached for the BBB.  A response is also being sent directly to the borrower with supporting documents.

          • Initial Complaint

            03/01/2022

            Complaint Type:
            Customer Service Issues
            Status:
            Answered
            We purchased a home in Memphis, TN that was financed through Highlands Residential Mortgage. As part of the closing fees, Highlands was to pay all city and county taxes on the property. Highlands paid the city taxes but neglected the Shelby County taxes. We informed Highlands of the remaining taxes, but they did not pay the Shelby County taxes. We began receiving delinquent notices from Shelby County for taxes in arrears and a late fee was assessed. To stop late fees and the risk of a lien being placed on the property, we paid the taxes ourselves. We called Highlands at least 5 times to ask for reimbursement for the taxes and the late fee. Although the customer service representatives have agreed that the taxes were not paid, and assured us that we would receive the reimbursement, no reimbursement was sent. Each time, there are no notes in their system and they do not start case numbers to track the progress- so we have to restart with each representative. The original amount of taxes was $560.93 and the late fee was $8.41. Our account number is: XXXXXXXXXX. We can supply the original tax bill, the delinquent tax bill, proof that we paid the tax bill ourselves, and the closing document showing that it was included as part of the closing fees that we paid. The property address is **** West ******** ******* ******** ********** XXXXX.

            Business response

            04/07/2022

            Business Response /* (1000, 5, 2022/03/16) */ The formal response is being sent directly to the borrower due to confidential information that will not be published in this venue to protect borrower privacy.

          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

          BBB accredited businessA+

          Accredited Since: 10/13/2008

          Years in Business: 36

          Customer Reviews are not used in the calculation of BBB Rating

          Overview of BBB Rating

          Contact Information

          950 W Bethany Dr STE 800

          Allen, TX 75013-3837

          Get Directions
          Visit Website
          (469) 402-1200

          Want a quote from this business?

          Get a Quote

          Customer Complaints Summary

          4 total complaints in the last 3 years.

          3 complaints closed in the last 12 months.

          BBB Business Profiles may not be reproduced for sales or promotional purposes.

          BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

          When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

          BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

          As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.