Complaints

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:10/03/2022

  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.

  Ive requested some information pertaining to my mortgage company through the app/online account, through Secure Message option to the credit union. After receiving an email notification from the Federal Credit Union that I have received a reply, but once I try to log into my account, I get a message about my account being locked. Due to lack of support, I stay hours on the phone to speak to someone, with no success. Now, my bank is in negative because I was unable to modify my online banking properly.

  Business Response

  Date: 10/11/2022

  We have reviewed complaint #******** regarding our member, **************** (***************), and his experience trying to access his online banking account and secure message center.
  On 10/03/2022, our *********** Specialist *********************** contacted ************** by phone and confirmed that he was able to successfully log in to his online banking account. We also confirmed that ************** was able to review the secure message that Quorum sent him on 09/30/2022. The secure message provided guidance on accessing his Home ********************** as well as options for communicating with our Home Equity team by phone and/or message center.
  On 10/05/2022, our *********** Specialist **** spoke to ************** to verify that his concerns had been addressed.
  We apologize to ************** for his experience with attempting to reach us by phone as we are currently experiencing higher call volume.
  Thank You.

• Initial Complaint

  Date:08/03/2022

  Type:Billing 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.

  After consistently being on the phone for numerous hours requesting that my monthly mortgage statement be sent to me, I haven't receive them. I'm being told, it is being mailed monthly and that also my savings account statement will have the same information. I have **** informed delivery for the past two years and receive a photo via email everyday of my mail. These statements have not come. I'm also unable to go online and access my accounts. The representatives that work for Quorum customer service give me one excuse after another as to why I'm unable to have a statement every month of my mortgage. It is very frustrating and stressful to be a homeowner unable to access this important information. I also need a physical address to send mortgage payments. Will payment be addressed to BMI servicing company or Quorum Federal Credit Union? Loan# is **********

  Business Response

  Date: 08/18/2022

  We have reviewed complaint # ******** that ************************* submitted on 08/03/2022 and found the following:
  
  After review of *** ******* account, we identified the systemic issue preventing the generation of *** ******* account statements. We have corrected the issue and have confirmed that all future statements will be generated and mailed to the address we have on record for ****************. We mailed a copy of *** ******* most recent bank statement of which she confirmed receipt on 08/16/2022 to Quorum *********** Specialist, ************************
  
  With this correction, we have also restored *** ******* access to online banking.
  
  **************** can mail in future payments for her 1st Mortgage to:
  
  Quorum Federal Credit Union
  ** *** **** ********* ** **********
  
  We hope this addresses *** ******* concern and apologize for the time she has spent to have this issue corrected.

• Initial Complaint

  Date:07/11/2022

  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.

  Briefly, my closing officer/contact was *********************, and she provided me with the details of my closing amount which was provided via check as specified which included my escrow to cover my taxes. In April 2022 I received a late notice from my tax office advising that my 2021 taxes had not been paid. I immediately reached out to ****** about this matter, and she forwarded my message to the respective department and advised that the taxes would be paid immediately which was processed on April 21, 2022. I requested an inquiry as to why my taxes had not been paid in December 2021 or at the latest January 2022? I never received a response to the inquiry which is unacceptable because this could have caused a domino effect resulting in a lien being put on my house due to non-payment of taxes. Moreover, when I went into my Mortgage account on Thursday, July 1st to make an additional payment of $250 towards my Principle, I noticed that the automatic amount of $1500 that I AUTHORIZED to be deducted monthly to pay my mortgage had increased by approximately $536. I immediately contacted customer service and was transferred to multiple people, and no one was able to assistagain this is unacceptable. I reached out to ****** again since she was my closing officer/contact and she advised that she did not have access to my contact but would send an escalation email to the department that would handle this inquiry. As of yesterday, Thursday, July 7th, I still had not heard back from anyone; so, I called **************** and was transferred multiple times after requesting escalation and finally spoke to ******* for ***** minutes but got disconnected and she did not have the common to courtesy to call me back because she had all my available information. At this point I had to call back and At this point I had to call back and was transferred to ******** who advised several issues.I need this resolved ASAP.

  Business Response

  Date: 07/21/2022

  We have reviewed complaint #******** regarding an escrow account discrepancy for our member ************************* and found the following:
  
  A Tax certificate obtained through a closing servicer prior to *** ******* closing date of 8/26/2021 erroneously listed a tax due date of 7/1/2022 instead of the correct date of 12/01/2021. This error caused the initial escrow deposit at closing to be insufficient and resulted in the due date of the first tax **** being incorrect. There were no scheduled tax disbursements until 7/1/2022.
  
  On 2/16/2022, our mortgage servicer performed an annual escrow analysis, where it was determined that there were excess funds in *** ******* escrow account. As a result, a refund check was mailed to **************** on 2/17/2022 for the escrow surplus. 
  
  In April 2022, **************** informed Quorum of the tax delinquency notice she received from her local municipality. We issued an emergency escrow tax disbursement on 4/21/2022 for both County and School taxes.
  
  On 5/26/2022, our mortgage servicer performed an additional escrow analysis, and it was determined that *** ******* escrow account was underfunded. This was due to the initial underfunding at closing because of the incorrect tax certificate information, along with the refund of what had appeared to be a surplus in February 2022.
  
  On 7/1/2022, *** ******* monthly payment increased to replenish the escrow deficiency spread over a 12-month period. This increase was identified on *** ******* 5/26/20022 Escrow Analysis Statement and June 2022 Mortgage Statement.
  
  After reviewing the complaint, our *********** Loan Manager sent **************** a detailed explanation on 7/12/2022 explaining the escrow discrepancy via email. We were unable to make phone contact with *************** to confirm if she received the email and confirm if she had any further questions. Voicemails were left for **************** on 7/13/2022 and 7/14/2022 with the phone number we have on file. In addition, on 7/15/2022, an email was sent to **************** asking her to contact our Credit Union and we have yet to receive a response. We apologize to **************** for her experience being less than satisfactory; this feedback has been reviewed by the appropriate department to enhance future service expectation and delivery.

  Customer Answer

  Date: 07/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because I did authorized additional funds to be taken; only the original loan amount. Also, I never received a refund and any funds should be returned to escrow. Lastly how could a closing agent provide incorrect tax information and taxes are never due in July. I have not received any voicemail and I want a Director or higher to call me at ************.

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/02/2022

  We have reviewed ****** Parkers response to complaint #******** regarding an escrow account discrepancy and found the following:
  
  On 07/29/2022 our Senior Loan Servicing Manager *********************** left a voicemail providing ************************* his direct phone number for support.
  
  On 08/01/2022 *********************** spoke to *************************. During that call, ************************* voiced frustration with her payment increasing to over $2,000.00. He shared with ****** that Quorum utilizes a third-party title and closing partner to provide a Tax Certification. In this particular case, the Tax Certification contained insufficient information. The certification showed no taxes were due during the next two months and did not include when they were due next. We have addressed this issue with our title and closing partner and our lending team as this should have led to further review.
  
  ************************* confirmed that the phone number on her membership account belongs to her spouse which is why we were unable to speak to the member in our previous contact attempts.
  
  A check was mailed to ************************* but has not been cashed.We have requested a stop payment be placed on the check and for the funds to be applied to the escrow account. Our *********** Loan Servicing Manager ************************* will contact ************************* once this has been completed.
  
  ************************* was provided contact information for *********************** in the event she has any additional questions or concerns.