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

  300 Centerville Rd Ste 101A Warwick, RI 02886

  
• 

  Mutual of Omaha Mortgage

  676 E Swedesford Rd Ste 140 Radnor, PA 19087

  
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  Mutual of Omaha Mortgage

  Blue Ash, OH 45242

  
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  Mutual of Omaha Mortgage Columbus, OH

  355 E Campus View Blvd Ste 200 Columbus, OH 43235

  

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:02/27/2025

  Type:Customer Service 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 happened 02/27/2025. I have a reverse mortgage loan with Mutual of Omaha. I called to get questions answered about my loan in regards to refinancing. I was told to call back in a month or call customer service. I called customer service. They couldn't answer my questions. **************** refered me back to ********************************************* refinance #, which I called again. I was told the same thing, call back in a month. I've had this loan for 11 months.

  

  Business Response

  Date: 03/10/2025

  Upon receiving your complaint, Mutual reached out to one of its loan officers and asked her to reach out to you to answer your questions regarding refinancing opportunities.  We are sorry to learn of your frustration with the loan process and hopes this response resolves your complaint to your satisfaction.

• Initial Complaint

  Date:02/26/2025

  Type:Product 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.

  On 09/4/24 I interacted with ***********, Loan officer of Mutual of Omaha Mortgage out of ********, ** concerning a loan. The Loan officer was cool and collective, every step we made was getting closer to closing. I have Excellent credit, the loan amount requested was $100,000. No bankruptcy. Bank Acct: $124,000, work 40hrs. He then requested an appraisal fee of $500. Days later, he needed $150 more (Red Flag). He assured me that if the loan is denied or withdrawn, I would be refunded. As we get closer to closing, I received a call by an unknown person (***) who informed me that ***** was fired and your load denied and you will not get your refund. ******** Processor (LPA/CPA), apologized after going *** and stated in her email, "She will request the refund now...that was 12/11/2024. Unprofessional, no contact from ********. ******** requested the correct hours that was typed incorrectly, I then informed my employer to correct the error. As I wait on the corrections, out of the blue a guy buy the name of *** informed me that the loan was then denied. I was flabbergasted. I am again requesting a full Refund. Mutual of Omaha Mortgage... Be a Man/Woman of your Word. Wasted time.

  

  Business Response

  Date: 03/10/2025

  Mutual of Omaha Mortgage, Inc. ("Mutual") received your complaint and completed its investigation.  Mutual does not have a record of your loan officer promising to refund the appraisal if your file was withdrawn or denied.  The copy of the third-party *************************** invoice in the file demonstrates that the cost of your appraisal was $750.  When your file was submitted to processing, you were asked to submit income documentation to determine your qualifications for the loan.  The documentation provided did not demonstrate a stable/consistent income over the past ***** months.  You were employed full time for a period of time and then went back to part time.  Since you had just acquired your rental properties in June, you were not able to provide a 12-month history of rental income.  For these reasons, Mutual was not able to verify enough income to satisfy program requirements and your loan was appropriately denied for insufficient income for total obligations.

  Mutual is sorry to learn of your frustration with the loan process; however, for the reasons stated above it is not recommending further action in connection with your complaint.

  

  Business Response

  Date: 03/12/2025

  Mutual of Omaha Mortgage, Inc. ("Mutual") received your complaint and completed its investigation.  The copy of the third-party **************************** invoice in the file demonstrates that the cost of your appraisal was $750.  When your file was submitted to processing, you were asked to submit income documentation to determine your qualifications for the loan.  The documentation provided did not demonstrate a stable/consistent income over the past ***** months.  You were employed full time for a period of time and then went back to part time.  Since you had just acquired your rental properties in June, you were not able to provide a 12-month history of rental income.  For these reasons, Mutual was not able to verify enough income to satisfy program requirements and your loan was appropriately denied for insufficient income for total obligations.
  Mutual reviewed the email attachment provided with your complaint and has agreed to refund your appraisal fee.  You should see the refund reflected as a credit to the credit card used to pay for the fee.  Please feel free to contact us if you dont see the refund on your statement in the next few days.

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair 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.

  2/22/25 I received one of those fake checks from Mutual of Omaha Mortgage, I called them in a effort to have them remove my personal information. I was blessed to have **** ****** answer the phone. As I'm asking him to remove my information, he goes right into his sales spiel. I told him I'm sure this is the second time I asked to be removed and stop receiving mail. Mr. ****** just arrogantly hangs up the phone. I called him back to express his arrogance back to him. For the next hour and a half, he's calling me and texting me. It's obvious harassing people is more important to Mr. ****** than doing real business (or finding a woman) I want my information removed from this travesty of a business.

  

  Business Response

  Date: 02/28/2025

  Mutual of Omaha Mortgage, Inc. received your complaint and completed its investigation.  Mutual received the advertisements sent to your address and did not locate a piece featuring a fake check.  Mutual has robust advertising policies and procedures.  All advertisements are submitted to Mutual's compliance department to ensure that they comply with state and federal law.  The mailers submitted to you were created using publicly available information.   As soon as we received your complaint, you were placed on Mutual's Do Not Call list.  You will not receive any calls or marketing materials from Mutual unless you contact Mutual and opt into a campaign.  Mutual is sorry to learn of your frustration with the marketing materials sent to you and hope this response resolves your complaint to your satisfaction.  

  Customer Answer

  Date: 03/03/2025

   
  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. But, I couldn't care less about the mailing. What concerned me was after I called to have my info removed, the representative in question hung up the phone while I was still speaking. Then called me and texted me as a joke. He should be reprimanded.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/29/2025

  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.

  It all started when I sought a home equity loan Supposed From very start was title would be financed in 30 days or less Now after all kind of delays one after another now at 29 day was told it was goto be 2 or 3 more weeks Of course some mor delays As a retired engineer I know paperwork work oh too well All the paperwork could have been finished in less then 2 weeks easily Now they saying need more time Its inexcusable Only excuse is they have not done their job or have been dragged there feet

  

  Business Response

  Date: 02/11/2025

  Mutual of Omaha Mortgage, Inc. received your complaint and has completed its investigation.  There were several issues with your loan that required extra time.  The appraisal was completed by a third-party independent appraiser.  He noted some minor repairs that had to be completed (feeling paint and installation of smoke detector) in order for the loan to conform to FHA standards.  There was also a lien against the property for which Mutual required additional information.  Mutual discovered that you had recently paid off a loan and had to source the funds to ensure that there was not an additional loan on file.  Mutual has also tried to explain that escrow is required on your file due to the credit score.  A review of the file indicates that there have been no unnecessary delays.  All the documents requested were required to originate your loan in accordance with FHA requirements.

  Mutual is sorry to learn of your frustration with the loan process and hopes this response resolves your complaint to your satisfaction.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22872511
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:01/28/2025

  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.

  Obtained reverse mortgage. Complied with all information and records requests, including tax returns. I was told all info. was approved and a closing date was set in three days. The next day I was informed my property insurance policy was unacceptable! I live in a rural community where the Farm Bureau ins. *** is a commonly used *** Since my policy had a heading of "farm owners" it was rejected because I was a farmer and they didn't do reverse mortgages on farms. I only have a 5a. rural lot which has approx. 2a. lawn, 1.5a ***** and an 1.5a food plot I manage for wild life. My tax returns clearly show ON farm income since the 1980s when I lived i N.C. I am 82, I am handy capped with 4 rods and 20 screws in my back. I have a Horticultural ***** I enjoy managing a yard, garden and wildlife food plots since I am an avid hunter. I can NOT manage this 5acres without the use of some small mowing, tilling, planting and fertilizing tools, with my back issues. My farm bureau single home owners policy for home and all personal property cost was set at $2575.44 annual premium. They forced me to split out the house and lawn mower at a cost of $3282.03 and a separate tool policy costing $322.40. That increased my total property ins. cost per year to $3,604.43. An increase of $1,028.43 per year for the exact same coverage of one policy. I'm told insurance cost will likely increase 50% for 2025, which means I will probably be wasting $1,500 to$1,800 next year, thanks to the incompetence and discrimination by Mutual of Omaha! I did an HUD reverse mortgage for farms search and found that they have given reverse mortgages involving farms, so they are lying about that being an issue, if I was farming- which I am NOT! Secondly I am being discriminated against or penalized because of my need for property management tools.I want M. of O. to allow my ins. *** to reinstate single policy coverage. Quit wasting my $$$ for nothing. I appl. to save $$ not pay more!

  

  Business Response

  Date: 02/10/2025

  Mutual of Omaha Mortgage, Inc. responded to this complaint through the **** portal and explained that we had to separate the farm equipment from the policy to comply with program requirements.  We have received permission from servicing to renew the policy upon the complainant's desired terms.  This information has been communicated to the borrower.  Mutual has a robust fair lending policy and there is no evidence that the company discriminated in any way against the borrower.  We would have required the same policy changes from any similarly situated borrower.  Mutual is the process of working with the borrower to resolve his complaint and has responded directly to the borrower outside the BBB portal.

• Initial Complaint

  Date:01/16/2025

  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 had been dealing with a loan officer named *****, he was great easy to get a hold of when we were in the process starting the reverse mortgage. I had disclose to ***** several times at the value the estimated value of my home I was giving him was off of Zillow , I had also disclosed to him that we were still in the middle of renovations. One of the rooms had a very low ceiling, basically our home was still under renovations he had said yeah no worries that I dont see that being an issue or a big downfall toyour appraisal. Lets get it appraised and then go from there. I paid $550 to Omaha mortgage for the appraisal, the appraiser came out, he asked me some questions. I had informed him of the updates that we made new flooring. New front porch. Kitchen was updated. Bathroom was updated.All of our appliances are energy efficient that we just bought in 2023 and informed him of the new garage that we just put up which is a 30 x 30 steel building. When we got the appraisal back, it was very low and less value than when we first bought it without the updates that we hadalready made. The appraiser left off our back patio, washer/dryer He had said that no updates had been made within the last 15 years, which were incorrect, the room with the low ceiling which he said was storage because of the low ceiling said that there was no flooring there is original hardwood flooring from 1929 in my home. We waited almost a week to hear back from the appraising company on why these items were left off and not appraised and when we finally got a response back, it was a updated appraisal that said that things have been updated, the appraisal was not corrected and reappraised with the items and updates that have been done and was left off on the original appraisal. Based on the appraisal being done incorrectly I had requested a refund. I am just requesting my $550 refund back as the appraisal that we paid for was done incorrectly, and I have proof of that

  

  Business Response

  Date: 02/05/2025

  To comply with Appraisal Independence Requirements, Mutual orders its appraisals from 3rd party ******************** companies.  This ensures that the lender is not able to influence the independent evaluation of the appraiser.  Mutual reviewed your appraisal and did not detect any issues with the report.  Our records indicate that Mutual refunded your appraisal fee on 1/17/2025 as a gesture of goodwill and without admitting fault.  We are sorry to learn of your complaint and hope this response resolves your complaint to your satisfaction.

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair 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.

  My wife and I started the reverse mortgage process with Mutual of Omaha on or around September 26. We were in a unique situation: We were living in our house on ****** Rd and had it listed for sale. We accepted an offer that included the provision for us to live in the house for 45 days to enable us to find another home. We found a home and closed on it within a couple of weeks. This home is on Madrone Ln. There were a number of things that we wanted to do to the new house before we moved in (redo the kitchen, replace flooring, painting, redo the bathrooms and so on). We explained our living situation to our point of contact at Mutual of Omaha and we were told that it shouldnt be an issue.Mutual of Omaha ordered an appraisal which was completed on 10/17/24. Note: we were still living in the ****** home when the appraiser came to the Madrone house and took pictures of the inside of the house. We later found out that since we were not living in the Madrone house at the time of the appraisal that it would be an issue with FHA/HUD. We did not move into the ************* until 10/21/24.We did not hear anything from Mutual of Omaha until November 6. Since then Ive been asked to provide additional information that *** tried my best to compile and send. Some things that I was asked for just dont make sense (for example: 2 years of insurance payment for a home that we lived in from 2017 to 2022, but not from our house on *********). For the past weeks Ive heard nothing from Mutual of Omaha on the status of our loan. Ive sent texts, emails voicemails, but Ive received no response. Not having another contact at Mutual of Omaha, I went on ******** and sent a message to a VP of Sales. I got an immediate response with the promise that he would contact the correct people and that I could expect to hear from them the next day. Thus far Ive heard nothing.Can you please assist us to get this loan process cancelled? Our loan number is: ********

  

  Business Response

  Date: 12/10/2024

  Mutual of Omaha Mortgage, Inc. ("Mutual") received your complaint and completed its investigation.  As soon as Mutual learned of your BBB complaint, it had a branch manager reach out to you to address your concerns.  She was able to resolve your issues with the loan and you stated an intent to continue with your loan process.  Mutual is sorry to learn of your frustration with the document requests; however, the documentation was required to satisfy reverse mortgage program requirements.  Mutual hopes this response resolves your complaint to your satisfaction.  If you still desire to cancel your loan, please feel free to contact me at ******************************************************* and I will make sure the request is processed.

  Thank you

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22603261
  
  I am rejecting this response because: This complaint is not just about the request for unneeded documents (the insurance payments for a home that we owned three years ago rather than for the home that we had just sold, plus requests for new documentation), but also about the poor communication from Mutual of Omaha that left us feeling ignored and rejected.  In the MoO response, there is a offer to cancel the loan.  I have replied to that request that we will like to cancel the loan. Once it's cancelled we'll be satisfied.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 12/13/2024

  Mutual is sorry to learn of your frustration with the level of communication you received during the loan experience.  We have discussed the matter with the branch manager.  Your request to cancel you loan was processed on 12/12/2024.  You no longer have an active loan with Mutual of Omaha Mortgage.  We hope this response resolves your complaint to your satisfaction.

  Customer Answer

  Date: 12/16/2024

   
  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:10/28/2024

  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.

  We contacted Mutual of Omaha about getting a HELOC on a home I just inherited. The man ***** ****** I contacted was told the whole situation including my mom dying less than 12 months ago, the home being paid for free and clear and what our options were. He said no we cant do a HELOC we have to to a cash out refinance. The *** cash out refinance requires you to be on the deed for 12 months or more which he knew but pushed on with the loan right up until closing then said he had to have my dad apply instead which I told him he is still setting to build his credit and he is elderly but had him apply for this loan after he called him and convinced him and us no matter if he credit isnt great it will all be fine and he will make it work but of course my dad didnt qualify according to him because of his credit which took another hit I guess after he convinced him to apply. He had us go all the way and take separate payment from two different credit cards to pay for an expensive FHA appraisal for a loan that every other loan office I talked to since then know wasnt right for this situation. We cant even use that same appraisal after 12 months! I want my money back for the appraisal we paid for since it should have been known after our first conversation that this just recently was signed over on a quit claim deed and mom died less than 12 months ago that we could not ever get this loan. He freaked out and got very nervous at the end and convinced my elderly father to apply for it which. I told him that is not what we want thats the opposite of what we want. That was stressful for my dad he is elderly and taken advantage of and so were we.

  

  Business Response

  Date: 11/11/2024

  Mutual of Omaha Mortgage, Inc. (Mutual) received your complaint and completed its investigation.  You applied for *** Cash-Out Refinance on 10/3/2024.  The *** Cash-Out Refinance requires a borrower to be on title to the subject property for 12 months and not have any late payments during that time.  You were living in the subject property at the time of your initial conversations with the loan officer and indicated that the property was given to you upon the passing of your mother but that the transaction had not been properly recorded.  Since *** has an exception to the seasoning requirements for properties that are inherited, your loan officer felt he could qualify you for the loan.  When the title report was received, Mutual discovered that your father was on title to the property and suggested that your father might be able to quitclaim the property to you at closing.   Unfortunately, Mutual was unable to resolve the seasoning issue and adversed your file for failure to satisfy the seasoning requirements for an ***-Cash Out Refinance transaction.
  In attempt to provide another opportunity to meet your financing needs, your loan officer suggested that your father might be able to fund the transaction as an *** Cash-Out-Refinance on an investment property.  There is no indication that he pressured your father into the transaction or took advantage of him in any way.  Your father decided to pursue the transaction on his own; however, Mutual was unable to move forward with the second transaction due to credit issues.
  Mutual is sorry to learn of your frustration with the loan process.  As a gesture of goodwill and without admitting fault, we have agreed to reimburse you for the cost of your appraisal.  The appraisal refund will be received as a credit to the card you used to order the report.  Please feel free to contact us if you dont see the refund on your statement.

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair 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.

  I have asked Mutual of Omaha to take me off their mailer list twice now and they confirmed both times that I was removed. It has been 4 months since the last phone call and Im still getting the annoying mailers. I would like to stop receiving mailers that I will never use and is wasting paper.

  

  Business Response

  Date: 10/24/2024

  Mutual of Omaha Mortgage, Inc. ("Mutual") received your complaint and completed its investigation.  Mutual's compliance department contacted the marketing department to have your name removed from its mailing list and received confirmation that your name has been placed on Mutual's do not mail list.  You should no longer receive mailers from Mutual.  If you find that this is not the case, please do not hesitate to contact us at ***********************************************************************************************************.  We are sorry to learn of your frustration with the mailers and hope this response resolves your complaint to your satisfaction.

   

  Customer Answer

  Date: 10/25/2024

   
  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:08/10/2024

  Type:Product 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.

  Every month I received ads from companies that purchase my address from Mutual of Omaha mortgage using their name and the name of this mortgage company. Some months I get checks in the mail some months I just get important details and close response requested is if I need to do something right away I have called over and over and requested that they stop mailing these mortgage ads to me and they are still coming.

  

  Business Response

  Date: 08/14/2024

  Mutual of Omaha Mortgage, Inc. received your complaint and completed its investigation.  The advertisements to which you refer are not coming from Mutual.  We believe these advertisements are coming from other companies that have acquired your information from public records.  You may be able to eliminate the mailers by contacting the company that is sending them and opting out of their marketing campaigns.  We hope this response resolves your complaint to your satisfaction.

  Customer Answer

  Date: 08/21/2024

   
  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,
  
  *********************