Complaints

This profile includes complaints for Northpointe Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Northpointe Bank

  3333 Deposit Dr NE Grand Rapids, MI 49546-1467

  
• 

  Northpointe Bank

  3275 W Centre Ave Portage, MI 49024-4820

  
• 

  Northpointe Bank

  511 Miller Dr Grand Haven, MI 49417-1184

  
• 

  Northpointe Bank

  320 N 120th Ave Holland, MI 49424-2696

  
• 

  Northpointe Bank

  6548 Town Center Dr Ste A Clarkston, MI 48346-4823

  

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:04/11/2025

  Type:Order 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.

  We recently finalized a construction loan with Northpointe Bank and have refinanced with another bank. This has been a terrible experience primarily due to NP's customer service and practices.Outlined here are several of the main issues we had and their effects on our finances -We were told by the loan officer that our 8.5% interest rate would fall as rates fell before the start of construction, unfortunately this was only a verbal exchange and we have no hard record. When rates fell a significant amount, he then told us we had locked in and it couldnt change unless we restarted the entire process. Had our rate fallen as he told us it would, we would have saved tens of thousands of dollars throughout this entire process.-While compiling paperwork for the construction loan we tried working with **** to get an insurance policy that would meet *** requirements before we were told: We have never approved a construction loan with **** as the insurance before. This wasted 2 months and over $4k in interest and rent.-After construction was complete our loan was supposed to modify to conventional. This process took from 2024-11-12 to 2025-03-25 instead of the "about 2 weeks" that we were told. During this time we paid NP almost $12k in interest on the loan, and we were unable to refinance to a lower rate.-During the modification delays caused by NP we were repeatedly told we owed NP extension fees because the loan was not modifying. They were waived but amounted in total to over $3.5k -Part of the delay in modification of our loan from construction to conventional was due to the ***************** moving, during which time they would not process paperwork. ** only said payments would be effected, not all paperwork processing.-Even to the very end NP did not process the modification of the loan and their "executive resolutions team" failed for most of a week to follow through on deadlines that they themselves had set. Total excess financial burden from NP: $16.5k

  

  Business Response

  Date: 04/28/2025

  Northpointe Bank acknowledges the concerns brought to our attention by our customer, *********** ******, regarding his mortgage loan. We have thoroughly researched the concerns he expressed and prepared a detailed written response, which was mailed to him on April 28, 2025.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23190051
  
  I am rejecting this response because:

  Regarding the interest rate: The primary problem here is that a representative of Northpointe bank repeatedly lied to me and my family.

  Regarding Acceptable Insurance: Northpointe has misrepresented the complaint as being about not receiving the requirements for insurance. According to the loan officer and his staff, Northpointe had "never accepted" builders risk insurance from ****. This could have been communicated at the very start, instead of wasting weeks of time and hours of my time on the phone with multiple insurance companies trying to figure out why Northpointe repeatedly rejected the insurance that appeared to meet all of Northpointe's criteria. The fact that this spanned multiple loan applications and was still a problem does not absolve Northpointe of wrong doing, and actually highlights the negligence of Northpointe's employees. In the response I received from Northpointe they also STILL called the USAA builders risk policy a "rental policy" highlighting that the respondent did not read the documentation I submitted with this complaint.

  Regarding the Loan Modification: The respondent to my complaint is either willfully ignoring the facts or is deliberately lying. The construction loan did NOT modify on the original timeline that it was supposed to. If in fact the loan was modified and I had started paying interest and principal for the permanent phase of the loan on January 1, 2025 I would not be complaining about this issue. The loan modification was delayed for roughly 4 months by a combination of Northpointe employees not doing their jobs in a timely manner and also by the transition of the Banks servicing operations. I also stated and provided email evidence of the fact that the loan was not modified even at the end of March. During this time I paid $8000 in interest on a loan that I should have been able to refinance but was unable to. Multiple extension fees were also not "inadvertently added". They were purposefully added to my account and only waived when I pointed out that the cause for the extension was due to Northpointe's negligence causing delays. I submitted at least 2 separate email chains and had multiple conversations in which Northpointe representatives admitted that the delays were the banks fault. No "additional costs" were technically incurred as Northpointe pointed out, other than that I was unable to refinance the loan for several months due to a combination of employee incompetence and corporate policy, resulting in significantly more interest being paid than would have otherwise been. 

  Northpointe's response from the ****************** of Retail Operations provides a further sample of the quality of customer service I received while working with this financial institution, she either did not review the information I submitted or did and chose to obfuscate and lie about it. Even the "executive resolutions team" couldn't meet their own deadlines and lied to me and another banking institution multiple times. 

  Sincerely,
  
  *********** ******

  

  Business Response

  Date: 05/14/2025

  Northpointe Bank acknowledges the concerns brought to our attention by our customer, *********** ******, regarding his mortgage loan. We have thoroughly researched the concerns he expressed and prepared a detailed written response, which was mailed to him on May ******.

  Customer Answer

  Date: 05/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me, insomuch as I will no longer pursue the complaint. I wish to note that Northpointe did not provide an itemized breakdown of the reimbursement and all prior communication indicated that Northpointe had no intention to admit wrongdoing. They also failed to send the response to the correct address after the last 3 communications from them were properly addressed. I was still able to retrieve the communication.
  

  I would appreciate an explanation from Northpointe regarding what I am being reimbursed for and why they failed to send the reimbursement to the correct address.
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:04/08/2025

  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've been on autopay for over 3 years. I'm trying to increase the amount as my payment changes in July. The company makes it impossible to reach anyone. Their chat does not work, emails are not returned, and if I do get someone on the line, it's because I was routed to the wrong department.

  

  Business Response

  Date: 04/18/2025

  Northpointe Bank acknowledges the concerns brought to our attention by our customer, ******* *********, regarding his mortgage loan.  We have thoroughly researched the concerns he expressed and prepared a detailed written response, which was mailed to him on April 18, 2025.

• Initial Complaint

  Date:02/16/2025

  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.

  We have had our mortgage with Northpointe since 2021, when we bought our house. Apparently, there was some sort of reorganization or transfer of our loan to a bank that is also Northpointe - which makes no sense and was not adequately explained to us. Our loan is set for an autopay to come out on the first of the month and we have never missed a payment. Our payment was deducted on February 1 like normal but then another payment came out on Feb. 11, with no notice, warning, or explanation.When I called Northpointe to ask what happened, they said it was a result of the transfer and they had no way to stop the payment or refund the money. Their advice was to dispute the transaction with my bank.For a major, ************* to make a mistake of this magnitude and then basically shrug and say "good luck seeing if your bank can help" is outrageous. They effectively stole $1800 from my family and we are now having to figure out how to get through the rest of our month without that money. Their lack of concern about something with a major impact on a customer is disgusting.

  

  Business Response

  Date: 03/03/2025

  Northpointe Bank acknowledges the concerns brought to our attention by our customer, ***** *******, regarding her mortgage loan.  We have thoroughly researched the concerns she expressed and prepared a detailed written response, which was mailed to her on March 3, 2025. 
  
  

• Initial Complaint

  Date:12/13/2024

  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.

  I have a loan with this bank that they bought from the **** I originally signed my mortgage with. I called them this morning asking if I could modify my loan to reduce the monthly payment. despite their website claiming that there options, after 20 mins on hold and being disconnected at least once and having spoken to 4 people, I was told either: we don't know or No. But they have no idea why their website says they do adjust loans but actually cannot. The service is awful. In my experience, this bank is a loan shark. They send shady emails about refinancing and never respond to genuine queries. I did not have a choice about this bank because they bought my loan but if anyone does, they SHOULD STAY AWAY from this bank. Absolute pits.

  

  Business Response

  Date: 12/17/2024

  Northpointe Bank acknowledges the concerns brought to our attention by our customer, ***** *************, regarding her mortgage loan.  We have thoroughly researched the concerns she expressed and prepared a detailed written response, which was mailed to her on December 17, 2024. 

• Initial Complaint

  Date:12/02/2024

  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.

  I've called over 50 times within the past year, and I can't get anyone on the phone to answer questions about my loan. The company tricked me into a loan, which now is potentially being raised every 6 months. I received a notice the other day stating my loan will be increasing 2 percentage points. The company refuses to call me back or to address my concerns.

  

  Business Response

  Date: 12/05/2024

  Northpointe Bank acknowledges the concerns brought to our attention by our customer, ******* *********, regarding his mortgage loan.  We have thoroughly researched the concerns he expressed and prepared a detailed written response, which was mailed to him on December 5, 2024.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22625986
  
  I am rejecting this response because I'm not a slave. I'm not asking for respect; I'm demanding it. I want a phone call.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:08/20/2024

  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.

  Was denied mtg after going to underwriting.loan officer was negligent in the process (not checking my debt to income ratio)after inquiring if everything was good.was told it was and moved toward with the appraisal and inspection process.a letter of rejection was supposed to be sent have yet to receive. Looking to recover the cost of the appraisal and inspection

  

  Business Response

  Date: 08/30/2024

  Northpointe Bank acknowledges the concerns brought to our attention by our customer, *******************************, regarding his mortgage loan.  We have thoroughly researched the concerns he expressed and prepared a detailed written response, which was mailed to him on August 30, 2024. 

• Initial Complaint

  Date:08/08/2024

  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.

  I called Northpointe Bank on July 15th to pay my mortgage. The ***resentative took my payment information and ***eated back to me the coefficient payment information. She also provided me with a confirmation number that I paid. I then received a call stating my account was past due to non-payment. I explained I called on July 15 to make a payment and received a confirmation number. The supervisor told me at first the payment was returned. When I was able to prove that funds were in the bank and the bank verified they did not return a payment the supervisor changed the narrative to I gave the *** the wrong account number. I told the supervisor I recorded the call and have listened to it multiple times in which the *** ***eated back my chief information. The supervisor stated she listened to the call and heard me give an incorrect bank account number. I asked the supervisor how did I receive a confirmation number of I had given an invalid account number b/c they can't submit an invalid account number so if it was invalid how did I receive confirmation number stating the payment went through. The supervisor was rude and told me I better pay the late fee and there was nothing she could do about it. I then asked for the supervisor's manager and she said she would have **** give me a call. It's been a week and I still haven't received a call back bor a resolution.

  

  Business Response

  Date: 08/21/2024

  Northpointe Bank acknowledges the concerns brought to our attention by our customer, *************************************, regarding her mortgage loan.  We have thoroughly researched the concerns she expressed and prepared a detailed written response, which was mailed to her on August 21, 2024. 

• Initial Complaint

  Date:08/01/2024

  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.

  I have my home loan with Northpointe. I have tried for two weeks to reach a loan dept employee who is not just in the call center ( who can actually answer a question). I want to pay my loan off and have questions in response to my request to cancel the escrow account. I got one call back from a *********. No last name. Only the main 888 number left on my voicemail. Cannot reach this person. This company is extremely unprofessional. Why is it that I cannot talk to a live person in loans? Now I have to write a letter. This is why Im taking my business elsewhere.

  

  Business Response

  Date: 08/15/2024

  Northpointe Bank acknowledges the concerns brought to our attention by our customer, *****************************, regarding her mortgage loan.  We have thoroughly researched the concerns she expressed and prepared a detailed written response, which was mailed to her on August 15, 2024. 

• Initial Complaint

  Date:05/18/2024

  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.

  Our home burned and was a total loss on April 8, 2024. Our insurance company sent us a check for ******* that we endorsed and sent to Northpointe as they were our mortgage company. I called on May 7th and every day until 15th. I was told daily they never received the check. On the 15th I was told to have the insurance company stop payment on the check. On the 17th I got an email from their insurance claims department that they had actually received the check and put it in a dispersal fund that they would disperse as we made repairs on a home that no longer exists. The check sent to them was *******. The amount owed on our mortgage was *******. The remaining balance is our money and they refuse to disperse it to us and no one will answer calls or emails. We are homeless and have suffered a great loss. Dealing with this mortgage company is causing us to lose a home we have a contract on because we need our ******* that is OUR money. The check sent to them from our homeowners insurance company was twice the amount of what our mortgage payoff was.

  

  Business Response

  Date: 05/28/2024

  Northpointe Bank acknowledges the concerns brought to our attention by our customer, ***********************, regarding her mortgage loan.  We have thoroughly researched the concerns she expressed and prepared a detailed written response, which was mailed to her on May 28, 2024. 

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21729960
  
  I am rejecting this response because:
  I never received the response from Northpointe. I did receive a portion of the funds they owed me however they still owe us a refund on our escrow account as well as needing to release the lien on the paid off property. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/21/2024

  Northpointe Bank acknowledges the concerns brought to our attention by our customer, ***********************, regarding her mortgage loan.  We have thoroughly researched the concerns she expressed and prepared a detailed written response, which was mailed to her on June 21, 2024. 

• Initial Complaint

  Date:02/12/2024

  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.

  My escrow was short for taxes in the amount of about 2500. My current shortage is 1400. my current payment is 2000 its now up to 2600 The new analysis is based on a 4000 shortage which is an incorrect number. the taxes were only $4900 and u had been taking $ from me all year long. I had a lot more than 900$ in escrow before u paid the taxes. i keep calling and nobody understands what im saying horrible customer service and refusal to transfer me to a supervisor. the analysis may be correct math but its being based on the incorrect shortage number. please someone with a brain call me ************

  

  Business Response

  Date: 02/22/2024

  Northpointe Bank acknowledges the concerns brought to our attention by our customer, ***************************, regarding her mortgage loan.  We have thoroughly researched the concerns she expressed and prepared a detailed written response, which was mailed to her on February 22, 2024.