Complaints
This profile includes complaints for Northpointe Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 41 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/18/2023
Type: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 received a letter on 1/12/23 that our loan was being sold and transferred effective 2/1/23. I called the new bank, confirmed the transfer and how to make the payment. We made the payment on 2/9/23 following the letter and new servicers directions. On 2/17/23 I received a call from Northpointe bank stating that our mortgage was delinquent, but we didn't have a loan with them anymore. I called and spoke to Northpointe NUMEROUS times and was told that they are "looking into it." We continued to receive letters threating us that if we didn't make a payment to them they would be sending us to collections. After over a month of calling and emailing them daily, the letters stopped. However now they have reported to the Credit Bureaus that we have a missed payment with them and our credit scores have taken a hit of over 70 points each. When you reach out to them they respond with that shouldn't happen and we will look into it, with no resolve or follow up. Avoid this bank at all costs. I just want our credit score fixed and these people to GO AWAY!
Business Response
Date: 04/24/2023
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 April 24, 2023.Initial Complaint
Date:02/11/2023
Type: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.
*** and ***************************** were in process for a construction loan and lied to about the status of their loan by ********************* for three months. His NMLS is *******. ********************* lied over text, phone calls, and emails saying the loan was "good to go". He told them it was okay to begin construction. The loan was not even started. No initial disclosures sent or anything. The Mehlhoffs have experienced a substantial cost because they are a general contractor who did not accept other construction projects because of the project for which this loan is for. There is no remorse and no effort on Northpointe's part to rectify the situation.Business Response
Date: 02/16/2023
Northpointe Bank acknowledges the concerns brought to our attention by ************************** We have prepared a detailed written response, which was mailed to him on February 16, 2023.Customer Answer
Date: 02/20/2023
Complaint: 19388874
I am rejecting this response because:There is no detail provided by the business about what will be done to rectify the situation. Not only was ************************* behavior negligent, but so was Northpointe Bank's response to the situation. Nothing was done to correct ***'s actions or make an effort to correct and close the ********** loan.
Northpointe Bank did not get in to review the loan or they would have found that *********************** is 50% owner of their business and the income calculation in the file was missing that detail. Northpointe did not care enough to review the loan for 30 minutes and find solutions. Worse is that ********************* is still their employee.
I was ***'s team member at Northpointe Bank and his actions have greatly impacted my business and my own friends.
Sincerely,
*************************Business Response
Date: 03/09/2023
The Bank received a ********* filed by ************************** After investigation, the Bank identified that although ****************** is a Bank customer, he is not a party to the loan that is the source of the ********* he filed (which involves different Bank customers). Accordingly, the Banks response to ****************** stated that for privacy concerns, the Bank cannot provide information about a loan to which he is not a party. The Bank will not be providing any further response related to Mr.******** ********* and considers the matter closed.
The BBB should enhance its intake process to ensure that a complainant has standing to raise the underlying issue.Initial Complaint
Date:02/09/2023
Type: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 husband and I closed on our new home in August 2022 with a loan through Northpointe Bank. Our loan was sold to LoanCare later. Northpointe gave the new company the incorrect numbers in the loan, plus an incorrect address. We were unaware of the buy out for quite some time as Northpointe was sending notifications to an address we no longer lived at. When we finally found out, my husband started calling LoanCare to pay our loan. But, they had no record of us in their system. It appears Northpointe hadnt given all the proper information to the new bank.Soon after that, LoanCare sent us a foreclosure notice in the mail. My husband continued to call and attempt to pay the loan, but they still had nothing in there system. Meanwhile, my husbands and my credit scores dropped from over 800 to low 600s because of both banks errors. This is unacceptable!! Just today LoanCare finally had the correct loan amount and we were able to pay back the entire past due amount. None of this was our fault. We pride ourselves on fantastic credit and couldnt even buy a car with the drops in our scores. Their errors have ruined our credit scores and they say that there is nothing they can do to fix it. something must be done to rectify the problem.Business Response
Date: 02/16/2023
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 16, 2023.Initial Complaint
Date:02/06/2023
Type: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 complaint is in regards to ******************* who works at Northpointe bank. He has lied to us for the last 3 months about our loan and one of our clients and it is now threatening our livelihood. He has done multiple loans for us and we had developed a relationship with him. We closed on a piece of land in October 2022, and then pursued getting a construction loan to build a home on the land. We started the construction loan process in November 2022. *** lied to us and told us that he submitted our application and that we were in underwriting, but kept pushing closing out. After 2 months of him pushing out our closing we figured there was something wrong. We are a custom home builder and are building a house for ourselves as well as a client of ours. Our clients were experiencing the same issues with ***. On January 30, 2023 we texted *** to see what was up as we had work scheduled to begin on the foundations of both of these homes - this work was to start February 1, 2023. He texted back and said that we were good to go and we could break ground on these houses. (please see text screenshots) After calls to other friends who worked with ***, they looked into our loan and come to find out he never even submitted our application. He lead us to believe that we would be getting these loans and closing. He deliberately lied to us about our closing. He also told us that he locked in a rate of *****% and promised other conditions about our loan. This situation has put is in a vary bad situation. After a few days we found out that *** has been doing this to a bunch of people of the last few months. We sent a letter to Northpoint and they told us that they could not do anything about what happened with ***. This is a problem with the leadership and Northpointe administration and they need to make it right. Please find the letter to ********** and the correspondence with *******************.Business Response
Date: 02/17/2023
Northpointe Bank acknowledges the concerns brought to our attention by our customer, ***********************,regarding her mortgage loan application. We have thoroughly researched the concerns she expressed and prepared a detailed written response, which was mailed to her on February 17, 2023.Initial Complaint
Date:01/23/2023
Type: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 former loan sevicer was Northpointe bank who owed me $4113.88 (they collected this amount to purchase hazard insurance and I send proof of my own. ) sold my account to ****************/ Lakeview and wired $4113.88 to **************** and never notified me about that. I received a letter form **************** that now they are my new loan servicer. I started to wonder what happened to my money. I called the Northpointe and they said they wired it to *************** without asking me nor notifying me after. I spent hours to figure out what happened since whenever I called Northpointe, they transferred me one person to another. I believe it's their duty to give updates to their customers and ask before transfer money even if it's just very trivial. They sold my account and sent more than 4 thousand dollars without asking and not letting me know till I contact them. I don't think it's fair. Also the new loan servicer doesn't do very good job, I have been spending numerous hours why **************** doesn't give my money till now for 3 months till I contact BBB and made a complaint. I waited and gave new company enough time to figure out but till I made a complaint to BBB, *************** never contacted Northpointe. I made a complaint already about **************** and will follow up with that.Another thing is *************** told me there is escrow advance of $342.84 so they can only give me $3771.04. *************** said they found this on the documents from Northpointe but couldn't find out what and why. Northpointe should have taken out and sent only balance if there were anything I owed. I was current and did not owed anything back in Oct. 2022 when my account was sold. Northpointe should provide it to ****************Here is the e-mail I received from Northpointe bank how much and when they wired. Hello *****, Your credit of $4113.88 was wired to ***************** on 10/19/2022 the **** number is 20221019GMQFMP01005105. Your ************************ ********************* Northpointe Bank Resolution Team northpointe.com ****************************************** SECURE UPLOAD ********************* Customer Resolution Specialist p ************** | f ************** ************************************ northpointe.comBusiness Response
Date: 02/02/2023
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 2, 2023.Initial Complaint
Date:12/15/2022
Type: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 September 15 2022 I paid off my mortgage with Northpointe bank. I'm still waiting for my release of lien from them. I have talked to a number of people there and have received nothing but empty promises. I need to renew my insurance on this property without them on it.Business Response
Date: 12/23/2022
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 23, 2022.Customer Answer
Date: 01/05/2023
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:11/23/2022
Type: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 business distributed a check that was sent to the wrong address for an Escrow overpayment. They have since confirmed my address and that they would reissue the check on several occasion (at least 3 times), sent other pieces of mail confirming my address and have now sold my loan to another company and still have not reissued the check.Business Response
Date: 12/05/2022
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 5, 2022.Customer Answer
Date: 12/05/2022
Complaint: 18456614
I am rejecting this response because:The documents I have from Northpointe Bank are from 29th and 30th in which case they are indicating that there is an overage on the Escrow account in the amount of $540.63. There is a check included which was never cashed and that check has been promised to be reissued on 3 different occasions, proof of change of address has been mailed but no check replacement sent.
Sincerely,
******************Business Response
Date: 01/13/2023
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 January 13, 2023.Initial Complaint
Date:11/17/2022
Type: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.
NorthPointe Bank threatened me to the point that I bought insurance that was likely unnecessary. As soon as I paid it; the original request, they made a second request for MORE insurance that was in no way my responsibility nor what the request inferred. I am very tired of the fear-mongering society we live in where law-abiding people pay disproportionately due to unmerited threats. I would like a refund of the Flood Insurance they made me buy even though my HOA has it on behalf of all units and I am over 20' in the air where it will never flood.Business Response
Date: 11/28/2022
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 November 28, 2022.Initial Complaint
Date:10/13/2022
Type: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.
Bank reported me 30 days late to the credit bureau and I am not. I have a HELOC account that is set up on auto pay and the account actually has a credit currently and no balance due. Spoke with them twice on the phone and even with a supervisor and they have not resolved this.Business Response
Date: 10/17/2022
Northpointe Bank acknowledges the concerns brought to our attention by our customer, *********************, regarding his HELOC. We have thoroughly researched the concerns he expressed and prepared a detailed written response, which was mailed to him on October 18, 2022.Customer Answer
Date: 10/18/2022
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:08/29/2022
Type: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 spoke to a representative about a HELOC and she advised me that there would be no closing fees assets to me, nor would I pay anything out of pocket until I used the ****** I noticed that there was closing fee on closing papers and reconfirmed with representative that those cost would not be asset to me and would not come out of my pocket. Now, Northpointe is requesting for me to pay closing fee and do not want to back their employees statement and the notary persons statement ( I confirmed with notary as well). There representative only statement on an email, is I'm sorry and now she changed her I'm sorry, I'm sorry you did not understand. I've called their collection department because I value my credit and need to speak with upper management, so that they can review all calls with their representatives and they have failed to respond. ********************* said I would receive a call from management in 24 to 48 hours and it did not happen. I called again today and representative said management was unavailable again and would take another 24r to 48hrs (she stated the notes indicate that was a Northpointe error, then she changed her statement to it looks like was a Northpointe bank error.) to speak to management. I never had intention of paying closing cost on a HELOC and their representative assured me that I would not have one. Money has always been in my bank to cover closing cost, so if I expected a closing cost, I would have paid it at closing. This a clear miscommunication on the part of *************** and they do not seem to want to hold their employees accountable and show some integrity. To make it clear, I spoke in debt to representative from 1st conversation, all the way through closing, on many occasions stating I do not want to pay anything until I use the account and she assured me that I would not. They need to review the recording, it they will see clearly how I have been mislead.Business Response
Date: 09/09/2022
Northpointe Bank acknowledges the concerns brought to our attention by our customer, ******************, regarding a HELOC. We have thoroughly researched the concerns he expressed and prepared a detailed written response, which was mailed to him on September 9, 2022.
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