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.
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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:08/23/2022
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.
Greetings, On August 5, 2022, an account was opened with Northpointe Bank under the name of my now 2-month-old infant, ***************************. I had authorized for Northpointe to take $700 from my **** of *************** account to deposit into *************** account with Northpointe. Once the transaction had been made, I checked her account balance and she had -$700 (negative $700). I immediately called her bank and spoke with a woman named ******************* who explained to me that there must have been a mistake in their accounting department and she would have it handled. On August 8, Northpointe added $700 to ************ account, giving her a balance of $0 instead of $700 (positive $700). Additionally, Northpoint made an unauthorized transaction of withdrawing another $700 from my **** of *************** account. At this point I had lost a total of $1400, so I called Northpointe and spoke with ***** again, and I notified **** of America of Northpointes unauthorized transaction.On August 11, Northpointe finally credited ******* account so she was positive $700. On August 16, **** of America rightfully requested the remaining $700 I was owed from Northpointe and that money was credited to my account. However, on August 17, Northpointe again deducted $700 from Athenas account, making her balance $0. Because of this ****** has lost $700. I have called and sent many emails to Northpointe expressing their mistake and explaining how it should be fixed. Each time, they have generally expressed confusion and incompetence, essentially claiming not to understand the issue even though Ive spoken to the same people about this issue for the past 17 days. Today, Northpointe has stolen $700 that belongs to an innocent 2-month-old infant. That is because the original $700 with which I opened her account has not been credited. My attempts to work with them to recover that money for her have been in vain.
Business Response
Date: 08/25/2022
Northpointe Bank acknowledges the concerns brought to our attention by our customer, *********************************, regarding a savings account. We have thoroughly researched the concerns she expressed and prepared a detailed written response, which was mailed to her on August 25, 2022.Initial Complaint
Date:08/10/2022
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.
PMI was charged at loan origination ~8/21, and is no longer warranted based on home improvements, payments, PLUS hugely increased market value of the home. The *** is well under the requirement for PMI to be waived at this point. The "investor" is indicating a required 2-year waiting period for review UNLESS the *** is now under 80% and/or improvements have been made - both are true. The "investor" is refusing to apply the requested BPO valuation (for $105, which I'd gladly pay) to validate the increased market value. This is unethical and bordering on fraudulent.Business Response
Date: 08/17/2022
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 August 17, 2022.Customer Answer
Date: 08/23/2022
Complaint:********
I am rejecting this response because: Northpointe continues to discount the full equity value, paymetns towards the principle, and improvements in order to remove the TEMPORARY PMI. This is extortion at best, and fraud.
Sincerely,
*******************Business Response
Date: 08/30/2022
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 August 30, 2022.Customer Answer
Date: 08/30/2022
Complaint:********
I am rejecting this response because: ******** refuses to acknowledge the dramatically increased market value of the home, including upgrades, in order to remove the unethically charged PMI.
Sincerely,
*******************Initial Complaint
Date:08/04/2022
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.
3-15-22 payment was made to northpointe bank. Sent them *******, according to their records I never paid March or April. Sold my loan in April to ************** center. My personal bank has sent my account showing money was taken from the account. But lake view is unable to get the transfer of money to northponite bank from them.Business Response
Date: 08/10/2022
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 August 11, 2022.Customer Answer
Date: 08/18/2022
Complaint: 17672703
I am rejecting this response because:
No one can find the money that I paid for my mortgage that did not go towards my mortgage account. And therefore making my credit score drop and make me look a fool. Please look harder. Or refund the money you were paid. But apparently did not put the to my account.
Sincerely,
***********************Business Response
Date: 08/30/2022
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 August 30, 2022.Initial Complaint
Date:08/03/2022
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.
On August 1, 2022 we received an escrow account analysis and notice in the mail from Northpointe Bank showing we had a shortage in our escrow account of nearly $2,000. Upon contacting the bank, I was told the shortage was due "our taxes going up." Our taxes were approximately $600 higher for the than initially anticipated, but that does not explain a shortage of nearly $2,000 going into FY23. Upon further investigation and in speaking with our ****************** I discovered that Northpointe Bank was delinquent in paying our property tax bill despite our notifying them of payment being due with more than 30 days of notice. Additionally, our escrow account shows "tax payments" of more than $7,000 for which the County has no record. Northpointe has not responded to my attempts to gather further information.Business Response
Date: 08/10/2022
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 August 11, 2022.Customer Answer
Date: 08/16/2022
Complaint: 17664022
I am rejecting this response because: I have not received any mailed follow up from Northpointe, nor a sufficient explanation of discrepancies in our escrow account.
Sincerely,
*********************Business Response
Date: 08/25/2022
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 August 24, 2022.Customer Answer
Date: 08/29/2022
Complaint: 17664022
I am rejecting this response because: Even after paying the shortage amount, our monthly mortgage payment still increased by nearly $100. Northpointe assured us that if we paid the ~$1900 shortage our mortgage payment would remain the same as before. The lack of communication and transparency from this bank is worse than any other institution we've experienced in the past.I also have yet to receive any letter in the mail from Northpointe. I have reported the bank to the ************************************ and will continue to pursue avenues of accountability. Too many customers have complained about this company for too long.
Sincerely,
*********************Business Response
Date: 08/30/2022
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 August 30, 2022.Customer Answer
Date: 08/30/2022
Complaint: 17664022
I am rejecting this response because: again, I dont receive the written response prior to Northpointe submitting their response here on BBB so Im not accepting this response. If I accept before I receive the letter it will signal that Im fine with the resolution which Im absolutely not.Additionally, the letters I have received do not contain answers to my questions or contact information for someone at the bank. They are sent from ***********************, a random VP at the bank, but she refuses to share her contact info and I am not calling the main number anymore.
Sincerely,
*********************Initial Complaint
Date:08/02/2022
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.
Much like other Northpointe Bank customers, I too have had a long going problems with the escrow ***** It started in September of 2021. The Bank insisted I needed Flood Insurance. I DO NOT need flood insurance. I called and emailed them and sent in the **** to prove I didn't need flood insurance, per their request. On October 11, 2021 they sent letter, stating I did not need the flood insurance. What comes up with my April 2022 Escrow Analysis, is a huge charge on my escrow for lender placed flood insurance for $4262.03. In May 2022, I call the bank, and although I had sent proof of no for need flood insurance in September 2021, I had to provide all that info again. They took the flood insurance off, finally. NOW, what happens, I have received no less than 4 computerized statements from them stating I was short on escrow from $2087 to $ **** yearly. In 2022, the payment they will pay out is less than year before. How can I owe and additional $ ****.47? That would be a total of Northpointe collecting $3429.84 yearly ( I pay a monthly payment to escrow ) and the $2,067.47, they are requesting, for a total yearly amount of $ ******** in escrow! What in the world do they need that much in escrow. They have obviously made a mistake at least 4 time over. When I call Northpointe, I am never allowed to talk to escrow department. You just get phone rep. that looks up the wrong Escrow Statement. How is anyone supposed to get this rectified? I don't know what monthly payment to make. Ughh. I would NEVER recommend Northpointe Bank to anyone.Business Response
Date: 08/10/2022
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 August 10, 2022.Initial Complaint
Date:07/22/2022
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.
Account number: ********************************** Mortgage Loan)I attempted to make two ACH mortgage payments in the amount of f $2,162.36 on May 30th, 2022 and $2,162.36 on July 01, 2022. I learned recently that none of the payments went through. Me and Collections supervisor *********************** confirmed that I entered correct Chase account and routing number to make these payments. After I confirmed correct account/routing, manager looked into this issue more and told me that my bank Chase "has rejected the payments collected by Northpointe". I called Chase and representative did not see any inquiries from Northpointe Bank attempting to collect these mortgage payments. There is no proof from bank that these payments were rejected. Now they have marked me late >30 days and reported to credit collections, even though both payments were made on time and none of the payments were attempted by Northpointe to be collected. Northpointe is refusing to clear my credit history even though I made both payments on time. They blaming Chase for rejecting payments, but Chase has no records of these payments, or any inquiry from Northpointe, any rejection history of why payments did no go through. Payments did not go through due to Northpointe having issue with ACH and they do not want to admit to it. They putting all the blame to Chase or the Customer. This has never happened to me in 20 years of banking with multiple banks. **************** is terrible at ********************** and they do not care that fault is not of the customers f and they are not trying to help resolve this issue. I talked to several Northpointe representatives and they try to put all the blame on the customer even though there is record of my payments. Very unhappy how they handle business.Business Response
Date: 08/04/2022
Northpointe Bank acknowledges the concerns brought to our attention by our customer, ***********************************, regarding her mortgage loan account. We have thoroughly researched the concerns expressed and prepared a detailed written response, which was mailed to her on August 4, 2022.Initial Complaint
Date:07/21/2022
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've been making my payments online for my mortgage through the northpointe bank website, and I've been essentially locked out of making payments through my bank. ACH payments through banks do not have fees associated with them. I've been having to make payments with fees associated. I've tried for a while now to get this fixed and it seems like nobody seems to know how, Also, their agents are just as rude as they are ignorant and unintelligent.Business Response
Date: 08/01/2022
Northpointe Bank acknowledges the concerns brought to our attention by our customer, ***********************************, regarding a mortgage loan account. We have thoroughly researched the concerns expressed and prepared a detailed written response, which was mailed on August 1, 2022.
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