Complaints

This profile includes complaints for Mutual of Omaha Mortgage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mutual of Omaha Mortgage

  1 E 22nd St Ste 401 Lombard, IL 60148-6159

  
• 

  Mutual of Omaha Mortgage

  960 North Shore Drive unit A Lake Bluff, IL 60044

  
• 

  Mutual of Omaha Mortgage

  5800 Lombardo Ctr Ste 200 Seven Hills, OH 44131

  
• 

  Mutual of Omaha Mortgage, Inc.

  8440 Allison Pointe Blvd Ste 400 Indianapolis, IN 46250

  
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  Mutual Of Omaha Mortgage

  2600 Point Mallard Pkwy SE Decatur, AL 35603

  

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.

• Initial Complaint

  Date:06/24/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We started our mortgage with Omaha Mutual Mortgage Company in January 2025. As of June 2025 the mortgage company has not released all of the loan amount. The title company is still in possession more than $100,000 out of a $244,000 loan amount. They are requesting a lien release since May 2025 from the City of ***********. The City stated that they do not provide a lien release for this particular situation. We are being told by the mortgage company that they are working on the issue, however the City of Jersey City has already spoken with them about these issues. This is severely affecting our credit and we need resolution immediately.

  

  Business Response

  Date: 07/08/2025

  Mutual received your complaint and is working with the title company to have the check released to you.  The title company wants evidence that the lien has been released before issuing the check back to you.  We will work with the title company and the lien holder to see if we can expedite the release and have the check issued to you.  

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I have been receiving advertisements from Mutual of Omaha for well over a year now. I have contacted ****** on 10JUN2025, **** on 18JUN2025, and just now, I spoke to *******, ***** and a man who did NOT identify himself. The purpose of my calls was to ask them to put me on their DO NOT contact list, as I get mail from them upwards of 3 times a week, which I'm pretty sure constitutes as harassment. Today, after I told the *** that the call was being recorded, he hung up on me. The other 3 times they didn't even answer, then I called an old number of theirs, spoke to two different individuals named above, and explained to them my frustration over these correspondences. If this doesn't stop, I'm going to file a suit against them for harassment.

  

  Business Response

  Date: 06/26/2025

  Mutual of Omaha Mortgage, Inc. received your complaint and has placed your name on its Do Not Mail list.  You will no longer receive mailers from Mutual.  We hope this response resolves your complaint to your satisfaction.

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This company did a hard credit inquiry without authorization

  

  Business Response

  Date: 06/26/2025

  Mutual of Omaha Mortgage, Inc. investigated your complaint and completed its investigation.  It appears that your loan officer informed you that he needed to look at your credit and believed he obtained authorization for the credit pull. As a gesture of goodwill, and without admitting fault, Mutual has agreed to remove the inquiry from your report.  The removal request was submitted to the credit report agency today and can take 30-60 days to process.  We hope this response resolves your complaint to your satisfaction.

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I was provided a refinance loan April 2025 and was proceeding to closing. All forms/financial documents were completed. I paid $550 for appraisal, the last step.The appraiser stopped process saying due to being a condotel, she could not proceed. ****** ********* said he did not know about this situation; this was unfamiliar to him. It is his job to know/the company. This is what they do. The appraiser refunded half, $275. I asked that Omaha Mutual refund me the other half. ****** said he would ask, though doubtful, and I did not hear back after weeks. It is the company's responsibility to be knowledgeable about loans they provide, and their error should not be at my expense. I am requesting they refund the remaining $275 to me.

  

  Business Response

  Date: 06/11/2025

  Mutual of Omaha Mortgage, Inc. received your complaint and completed its investigation.  Based on information provided by the borrower during the loan process, Mutual believed that the property type was a standard condominium that would qualify for a 30-year conventional loan.  It was not until the appraiser inspected the condominium that Mutual became aware that the property was a condotel and therefore ineligible for financing.  Unfortunately, a condotel combines elements of a condo and hotel and fell outside Mutual's conventional loan guidelines.  The appraiser agreed to waive half of his appraisal fee but would not waive the remaining $275 as the *** was required to compensate the appraiser for completing the inspection.  Since Mutual had no knowledge that the property was classified as a condotel until the appraiser inspected the property, it respectfully declines the borrower's request to be reimbursed for the remaining $275.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23413081
  
  I am rejecting this response because: It is your job to know what types of properties are eligible for the loans you offer. It is your responsibility to seek out all relevant information before offering a loan and charging the customer. This was an error on your end, and I should not have to pay for your error.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 06/13/2025

  Based on the information that the borrower provided, Mutual of Omaha Mortgage, Inc. believed that the property was an eligible condo.  Even online sources such as redfin and zillow list the property type as condo.  As asserted in Mutual's previous response, it was not until the appraiser visited the property that Mutual had any idea that it was designated as a condotel.  Mutual respectfully declines the borrower's request to be reimbursed for the remaining $275.  If the borrower had been forthcoming regarding the property's condotel status, Mutual would have been able to put a halt to the loan process.

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23413081
  
  I am rejecting this response because: again, it is your job to gather all important information. It is your responsibility to protect consumers, and I would expect that a business such as this would be knowledgeable, trustworthy, and have integrity. I did not know the issues, or issues to look for. That is out of my realm, thus why I trusted your company. It is sad that you lack accountability/responsibility. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/30/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  This mortgage company continues to send me mail offers after I've demanded them to stop contacting me by all forms of communication. Speaking to them directly by phone they assured me of no further contact and said they removed me from they're mailing list. Obviously, they lied as they continue to contact me with complete disregard. I am a disabled veteran, and I suffer from PTSD, anxiety and depression. Every time these people contact me and disregard the demands I made to them, I suffer a mental episode. I want these people to stop contacting me by mail and leave me alone.

  

  Business Response

  Date: 06/04/2025

  Mutual of Omaha Mortgage, Inc. received your complaint and completed its investigation.  As soon as we received notice of your complaint, we placed you on our do not contact / do not mail list.  You should no longer receive any communications from Mutual.  We have also forwarded your complaint to management to ensure that there are no recurrences of this issue.  We hope this response resolves your complaint to your satisfaction.

  Customer Answer

  Date: 06/05/2025

   
  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.
  
  Sincerely,
  
  ** *****

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I applied for a loan gave all the information that was requested. I was first ask for an appraisal done that which cost me 545 dollars and at that point was told that was all that was needed and it would be sent to underwriting. They were always aware that I had lived in my home for around 8 years but only owned it since October. The appraisal even showed that part. I ask if that was going to be an issue and was told no. Underwriting came back needing additional information completed all that. Then was told they wanted another report for the foundation. I stated before I have this done are we sure its approved because I can not afford to have this completed otherwise and was told yes. So had that completed which cost me another 600 dollars. Then was told only thing that was needed was my wife to sign the disclosure she completed that. Then was told my insurance was not enough so had to change policies which cost me another 350 dollars done that. To then be told that we needed a letter stating how I got my home. However, I explained that it was given to us by my wifes grandfather, which had now passed away, so I was unable to get that letter.I was then told I needed a wheel or a probate letter where I inherited the property however they were told that we did not do that way it was given to us before he passed away, so we wouldnt have to go through. We told them we could get a letter from his wife stating that it was a gift and was told that would be fine and we should get to close the following week. However, here we are the following week and are now being told. They cannot do anything until October because we do not have a years worth of ownership.

  

  Business Response

  Date: 05/19/2025

  Mutual of Omaha Mortgage, Inc. ("Mutual") acted as the mortgage broker on your loan application.  The loan was underwritten by Mortgage Solutions Financial ("MSF"), who acted as the mortgage lender on your file.  On March 31, 2025, Mutual received a Conditional Loan Approval from MSF listing the remaining conditions required to be cleared prior to granting final loan approval.  Based on information provided by the lender, it appeared that Mutual would be able to satisfy the seasoning requirement by providing a gift letter from a relative explaining how you acquired the subject property.  The lender escalated the issue to it their Underwriting Manager and finally to their Director of Underwriting.  MSF emailed Mutual on April 29, 2025, to indicate that the seasoning requirement could only be cleared if Mutual provided a will showing that the property was inherited. You did not have a will or probate paperwork to provide.  Unfortunately, you were not able to provide this documentation.  The lender then investigated the possibility of structuring it as a gift of equity.  MSF ultimately determined that it could not make an exception to the seasoning requirements on your loan.  It appears that you have found a different lender who is now assisting you with the loan process.  The foundation reports and insurance policy change that you mention in your complaint are items that will help you finalize your loan with the new lender.  Should you desire to contact Mutual once the seasoning period is satisfied, Mutual would be happy to revisit your file.  We are sorry to learn of your frustration with the loan process and hope this response resolves your complaint to your satisfaction.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23263037
  
  I am rejecting this response because you were told several times that I did not inherit the home or property it was a gift. I was able to provide the gift letter then was told I needed a will or probate paperwork. I am not working with another lender that needs any of those documents or the insurance change. Since the first complaint I was notified that they put their name on my insurance policy as mortgage and payee and my insurance was canceled because payment was not made. This cost me more money to get reinstated. I am requesting 1495 dollars be returned as I stated many times I didnt want to have anything else done if I was not approved and I was told each time that I was approved and nothing else was needed. Their employee that I was working with even reached out to apologize for what had happened to me. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 05/29/2025

  As stated in Mutual's first response to the complaint, Mutual acted as the mortgage broker on this loan transaction.  The items referenced in the complaint (appraisal, foundation report, change to insurance policy) were required to satisfy loan conditions placed by the lender, Mortgage Solutions Financial (MSF).  Based on information Mutual received from MSF, we fully believed that a gift letter would be sufficient to satisfy the seasoning requirement.  Although a conditional approval was submitted in connection with your loan, all loans are subject to final loan approval from the lender.  Your lender made the determination that the gift letter was insufficient to clear its seasoning condition.  Mutual believes that the appraisal, foundation report, and insurance policy change will be required to originate your loan with a new lender.  If you are unable to obtain your mortgage needs through another lender, Mutual would be happy to revisit your loan once the seasoning period is fulfilled in the fall.  If you pursue this option, Mutual will cover the cost of a new appraisal report if your current appraisal has expired by that time.  We hope this response resolves your complaint to your satisfaction.

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23263037
  
  I am rejecting this response because: I want the appraisal and structural inspection refunded. Everyone I worked with through mutual does not understand why this happened. The main guy has even reached out since to refer us to someone else because we were done wrong.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Company has begun repeatedly junkmailing me with their unwanted ripoff mortgage refi solicitations. They have been told to stop, yet continue

  

  Business Response

  Date: 04/18/2025

  Mutual of Omaha Mortgage, Inc. received your complaint and completed its investigation.  Upon receiving your complaint, Mutual removed you from its mailing list.  You should no longer receive mailers or communications from Mutual.  Mutual review the mailers referenced in your complaint and did not detect evidence of non-compliant advertising materials.  Mutual has robust advertising policies and procedures and all marketing is reviewed by its compliance department prior to distribution to ensure compliance with state and federal law.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23157270
  
  I am rejecting this response because: they're full of baloney. That's why there's so many similar complaints against them. Next one goes to the *** FTC and US Postal Inspector
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I have called Mutual of Omaha Mortgage no less than 9 times in the last ***************************************** weekly "Understanding Your FHA Benefits" offers. I have been told every single week, for the last month, that these notices will stop but they have not. I live in a town that does not offer trash removal services. I must pay to dispose of my trash and I am sick and tired of their smart remarks, one suggesting I "burn" my trash to avoid town disposal fee's. This weekly harassment needs to stop. I have been told four weeks in a row that this weekly bombardment will stop, but it hasn't.

  

  Business Response

  Date: 04/18/2025

  Mutual of Omaha Mortgage, Inc. received your complaint and completed its investigation.  Upon receiving your complaint, Mutual placed you on its do not mail list.  You should no longer receive any mailers from the company.  We hope this resolves your complaint to your satisfaction.

• Initial Complaint

  Date:03/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Mutual of Omaha did a hard pull on my credit. I reached out to several mortgage companies (Rocket Mortgage, Mr. ******* and other reputable companies) and asked for basic info on what loans were available. I instructed all that I did not want a hard pull until I was ready to select a mortgage provider. A couple days later after providing Mutual of Omaha some information, I received an alert that there was a hard pull on my credit by Mutual of Omaha. This was strictly against my wishes and I NEVER gave approval. This is infuriating and destroyed any trust I had in the organization. I would assume a law had to have been broken here. Shameful

  

  Business Response

  Date: 03/26/2025

  Mutual of Omaha Mortgage, Inc. completed its investigation of your complaint.  The loan officer indicated in Mutual's Encompass Loan Origination software that he received your verbal authorization prior to pulling your credit, as per the company's policies and procedures.  Mutual is sorry to learn of your complaint and has asked the credit reporting agency to remove the inquiry from your report.  It can take up to 60 days for the request to be finalized.  We hope this response resolves your complaint to your satisfaction.

• Initial Complaint

  Date:03/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Have asked to be removed from marketing mail/calls from this company on several occasions. Due to company not removing me from the marketing/advertising mail/calls, I am filing a complaint against the company in order for resolution/to be removed from their list.

  

  Business Response

  Date: 03/10/2025

  Mutual of Omaha Mortgage, Inc. ("Mutual") does not have any record of submitting marketing materials to your address or calling you at the phone number provided.  Mutual reached out to you via email to see if you could provide any additional information regarding the calls and mailers that you allege are coming from Mutual.  Mutual has not heard back.  Since we have no record of you in our ****************************** system, there is nothing to delete.  Please let us know if you have any other information that you think might be helpful in resolving your complaint to your satisfaction.  Based on our search, we believe that the calls/mailers are coming from a different company.

  Customer Answer

  Date: 03/13/2025

   
  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.
  
  Sincerely,
  
  ***** *****