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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am writing to address a concern regarding my Home Equity Line of Credit (HELOC) account, which was approved on October 23, 2023, for an initial amount of $115,706.50. Over the past year, I have consistently paid $1,247.97 monthly, totaling $14,975.74 to date. However, I have noticed that the current balance is $115,311.37, indicating that only $395.13 has been applied toward reducing the principal loan balance.Business response
10/30/2024
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movements servicing partner has reached out to the consumer via telephone multiple times to discuss her concerns but has been unable to connect and has not received a return call. As such, an email was sent to the consumer, addressing her concerns, and providing her with specific contact information, should she have additional questions or concerns. Movement trusts this responsive action addresses the consumers concerns and considers this matter closed.Customer response
10/30/2024
I am rejecting this response because: I did received 2 emails. One, saying that they are looking into the communication. The second one, stating that if I want to lower my principal balance, then I have to pay more money. They offered no solution or compromise whatsoever. As per the email, this Zombie loan, is going to be kept the same, and therefore, they will continue to make money, using my own money (equity). I was clear that I want a readjustment.Business response
10/31/2024
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced rebuttal complaint that was filed with the Better Business Bureau. As stated in its previous response,Movements servicing partner reached out to the consumer via telephone and email and provided specific contact information. Should the consumer wish to further discuss her loan concerns, Movement urges the consumer to reach out to the provided contacts.Initial Complaint
10/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received a credit alert today (October 17, 2024) regarding my mortgage payment being late. At the beginning of October I spoke with my mortgage company and it was put in forbearance due to the temporary financial strain caused by Hurricane ****** and being in a FEMA disaster area. For the next 90 days I am not supposed to accumulate any late fees, nor are any late payments supposed to be reported to any of the credit bureaus. My mom co-signed on my mortgage loan and she is in the process of remodeling her home and her credit score decreased by 71 points because of this. I received a letter 2 days ago regarding mortgage company changing servicing providers (which may be why this happened?). I attached the letter regarding that as well as a copy of the email regarding the forbearance, with my account information. Please help me get this corrected.Business response
10/22/2024
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has reached out to the consumer to discuss her concerns. The consumer was advised that there is no negative reporting and that some third-party credit monitoring services may not show accurate reporting information. The consumer expressed understanding and advised that she will discuss with her mother. Movement will fully investigate the consumers concerns and will provide a full response to the consumer once same is complete.Initial Complaint
10/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Subject: Unauthorized Credit Inquiry Complaint - Movement Mortgage Dear Better Business Bureau,I am writing to file a complaint regarding an unauthorized credit inquiry made by Movement Mortgage on my credit report. The details of the inquiry are as follows:Creditor: Movement Mortgage Date of Inquiry: 7/28/2023 I did not authorize this inquiry and have no relationship or account with ********************** that would necessitate such an action. This inquiry has negatively impacted my credit score, and I am seeking assistance in resolving this matter.I request that Movement Mortgage immediately remove the inquiry from my credit report and confirm that no further inquiries will be conducted without my explicit consent.Thank you for your time and assistance in this matter.Business response
10/04/2024
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau.Movements records indicate that the consumer initiated a loan application through Movements online origination platform on or about July 26, 2023. On July 28, 2023, the consumer provided her online consent to have her credit pulled; as such, Movement promptly and appropriately pulled same. Movement acted in accordance with all applicable regulations and Guidelines and can therefore not grant the consumers requested relief. Movement trusts this response adequately addresses the consumers concerns and considers this matter closed.Initial Complaint
09/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I provided Movement Mortgage insurance department a copy of my most recent home insurance coverage when they asked for proof of wind and hail coverage in September to show that the home was insured for wind or hail. During that time they sent me a letter in the mail saying that they would be buying additional insurance for wind damage at my expense and would apply it to the cost of the home's escrow. After sending the requested documents and confirming with my home insurance company that I indeed had wind coverage, they did not respond for 2 weeks. I called the Movement Mortgage department multiple time dealing with rude and unhelpful employees who dropped my call intentionally multiple times and who would not share their full names when asked. Today I finally got someone young who decided to help and talked to a home insurance agent with me on the phone to clarify the policies wind coverage. The ************** *** seemed confused why they were having an issue understanding the language on my home insurance document. I believe this department's sole purpose is to cause headaches for loan holders. Movement is threatening to purchase additional insurance if they cannot figure out the details of my home insurance, which at this point seems beyond belief. I have never had experience like this with a company that is in charge of financing one of life's most expensive necessities. The insurance department cannot give me an e-mail or phone number or case number to communicate with a designated ***resentative. The structure of this company seems so disorganized that it should be illegal for them to manage home loans.Business response
10/02/2024
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has reached out to the consumer to discuss his concerns and will be escalating same internally. The consumer advised that his issue has been resolved at this time. Movement apologizes for the confusion and for the consumers customer service experience. ********************** remains available should the consumer have any further concerns he wishes to address.Initial Complaint
08/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I paid off my mortgage in May 2024 and I have still not received my $241.60 escrow balance refund after 3 months of waiting.Business response
08/15/2024
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has connected with the consumer and the consumer has confirmed that this matter has been resolved. As such, Movement considers this matter closed.?Customer response
08/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Initial Complaint
07/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Company double charged me for my morgage payment leaving me in the negative in my account. When I called, they are gaslighting me that its my fault. when I demand a refund, they are telling me I need to send them a copy of my bank statement to proove it even though they see it on their side. No one should ever be expected to provide banking details EVER with the amount cybersecurity issues companies expose their customers to. Now no matter what, I am being told that everything takes 10 days to even consider returning my money. ***** are allowed to charge us late fees and bounce fees but tell us to "deal with it" when they double charge me. I refuse to accept that its 'MY fault".Now I am in the negative for the remander of the month and will prob get bounce fees from other bills that will not be paid by Movement.Business response
07/31/2024
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement is providing the attached response which directly addresses each concern raised by the consumer. In response to the complaint, Movement has reviewed the mortgage loan file and interviewed various employees involved with the loan in question. Movement considers this complaint to be closed and does not intend to take any further action on this complaint.????Customer response
07/31/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Initial Complaint
07/22/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am writing to formally file a complaint against Movement Mortgage, a financial institution I have been working with during my home renovation project. Movement Mortgage has demonstrated negligence and a lack of due diligence in handling the financial aspects of my project, which has resulted in significant setbacks and financial loss. Movement Mortgage's handling of this process was fraught with negligence and oversight, leading to the following issues:Improper Approval of Material Draw: Movement Mortgage allowed the initial material draw of funds to be approved on November 6, 2023, before the necessary permits were in place, which were only approved on February 6, 2024.Failure to Require Proof of Purchases: The representative from Movement Mortgage, never required proof of purchases, invoices, or receipts either before or after the material draw, despite the significant delay in the project timeline. This negligence allowed the contractor to misuse funds, with no accountability for material purchases.Neglect in Monitoring Project Progress: Movement Mortgage failed to monitor the project's progress effectively, despite the lack of advancement and completion from contractor. This oversight further exacerbated the project's delays and financial misuse.The negligence demonstrated by Movement Mortgage has significantly impacted my family's well-being and financial stability. We are currently living in a compromised environment due to incomplete work and have suffered financial losses due to the misuse of funds and project delays.Business response
07/29/2024
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has contacted the consumer to discuss her discuss and has amicably resolved same. As such, Movement considers this matter closed.Initial Complaint
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Since April of 2024 I have made countless attempts to work with Movement Mortgage to obtain the overpayment refunded escrow amount of $9,880.52 from The District of Columbia tax office. They have not properly responded and I have exhausted all efforts. My current mortgage has increase by approximately $1300.00 due to the lack of effort from Movement Mortgage. This is completely unaffordable and I'm starting to believe this is intentional.Business response
07/22/2024
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has contacted the consumer to discuss his concerns and to advise that Movement is actively working to resolve same.Movement is presently waiting on the receipt of the tax refund and will then update the monthly payment to remove the escrow shortage. Movement is confident it will be able to satisfy the consumers concerns and anticipates an amicable resolution.Initial Complaint
06/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
We are a seller, with a buyer who employed Movement Mortgage. We had an item that could not be completed so agreed to an escrowed amount of 150% of the anticipated cost. This was agreed to on May 9, 2024. Work was completed and signed off on by all parties on June 4, 2024. I requested the overage to be returned via wire, but MM refused and decided they would use ***** Despite having 20 documented with our correct address, they mailed the check to an address that doesn't exist, so we've never received it. It was dispatched from an office less than 2 hours from our existing home, so after 10 business days we can reliably conclude it will never arrive. Two phone calls and an email to the company have resulted in no movement. From my perspective this has gone beyond incompetence and to theft (the address was trivially verifiable non-existent). The amount is over $4000.00. We expect this to now be wired to us (our wiring instructions have been provided multiple times to the company. I understand we are now also entitled to interest since the money was held over 30 days and not dispatched within the allowed time frame.Business response
06/18/2024
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has sent the consumers funds to the correct address via Federal Express with a confirmed receipt on June 18, 2024. Movement apologizes for any confusion and/or frustration experienced by the consumer and considers this matter closed.Customer response
06/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. There are a number of things that could and should have been handled better in my opinion which I've communicated to the company.
Thank you.Initial Complaint
06/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
This all started after purchasing my home back in end of October of 2021. I was able to get my tax exemption from the city from being a veteran and going into 2022, my taxes were not calculated properly. I was short by over 2k and have to add this on my payment over 12 months to pay off. This unexpected increase really was not good for me. I have to go in a hardship in September 2023 and my loss migration package was not properly updated and completed like I submitted. I have to submit this lengthy package twice and I was in hardship and homeless at the time. After, finally getting the package over to them, I was told that they couldnt do anything for me due to having a VA loan. I told them why would your representatives have time do all of these paperwork, if I didnt need it. So, from dealing with reps that are not on the same page with regards to my account and taking notes on what I informed them to harassing me with phones call and send unnecessarily mail to my home. I have inform them that one, I want paperless service and stop mailing me letter and two, if I schedule a payment online, there is no need to two me up to 3 times a day about payment that I have set up already. They asked me about payment and I already tell them that I have one set up already and they like oh ok well didnt see that. I feel like I am being harassed and not help at all with Movement and am stressed out from the mailing letters and constant calls.Business response
06/20/2024
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has made multiple attempts to contact the consumer to discuss his concerns, but was unable to connect. As such, an email was sent to the consumer with contact information should the consumer wish to reach out. In the meantime, Movement is actively investigating the consumers concerns and anticipates an amicable resolution to same.??Customer response
06/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.
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Customer Complaints Summary
110 total complaints in the last 3 years.
33 complaints closed in the last 12 months.