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Business Profile

Mortgage Broker

True North Mortgage
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for True North Mortgage's headquarters and its corporate-owned locations. To view all corporate locations, see

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True North Mortgage has 11 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint type

    • Initial Complaint

      Date:08/12/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      True North Mortgage Agent ******************* performed a credit check on my husband and me without written authorization from either of us. This has negatively affected our credit score and we would like him to be held accountable.

      Business Response

      Date: 13/12/2023

      Hi *****,

      We appreciate your contact and understand you have concerns about a credit check performed with your mortgage application.

      Credit check consent was provided with your initial application submitted through our website at ******** *** ** **********. But we typically wont perform a credit check before talking with you and checking your information.

      We reached out to your mortgage broker. In speaking with you over the phone, he was under the impression you wanted to proceed with your application, which is why he went ahead to help expedite your process (the form was completed with the details needed for lender approval).

      We regret any confusion and apologize for your stress in dealing with this matter. We are reviewing our process in light of your situation and will make necessary adjustments in an effort to address your experience.

      Please be assured that your credit standing is minimally impacted by a lender mortgage check, even if you have poor credit (with virtually no impact in applying for credit if you have good or excellent credit).

      Unfortunately, we lack the authorization to make any direct adjustments to your credit report.

      Please feel free to contact me to discuss further, or if theres anything we can help with.

      Sincerely,

      *********************************
      True North Mortgage

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