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:09/26/2023

  Type:Product 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.

  Check was made out to wrong vender originally. I went ahead and paid off the account and ask that the check be reissued to me for reimbursement. They stated that they had to have the lenders approval. The lender has stated that it is an issue between myself and the title company. The title company reissued the check in the name of the original vender\. Since the account has been paid in full and closed the check they issued is of no use. I supplied documentation of the account being paid in full. The title company still will not refund me the money. It has been 60 days. I just need resolution to the issue. That are sitting on $3480.00 of my money.

  Business Response

  Date: 09/27/2023

  Hello,

   

  as the Settlement Agent, we are unable to make any changes in regards to the amounts or refunds on creditor checks made payable on a refinance. Any changes must be approved in writing by the Lender who provided the loan. We have made several attempts on the complainants behalf to Lender as a curtesy. However, all attempts resulted in refusal by the Lender for the complainant's request for a refund. We not only provided this written refusal from the Lender to the complainant, we also spoke directly to them on September 27th about their repeated refusal as well. We have confirmed the complainant has in hand the approved check made out to the creditor as direct by the Lender. At this time, there is nothing further we can do & suggest the borrower move forward with any requests & actions be directed to their Lender. 

   

   

  Thank you,

  Katherine ****** N****

  Customer Support Manager

• Initial Complaint

  Date:08/21/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 just refinanced with this company and they made a check to one of our creditors to pay off an account. The check was more than needed to pay off the account by over 3,000.00. Even though the amount has been included in the refinancing, they refuse to write a check to us for the difference. We have contacted them several times and they still refuse. We want our money that is owed to us. They refuse to work with us and tell us their hands are tied.

• Initial Complaint

  Date:10/21/2022

  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.

  I closed a home refinance in April 2022. The title company was supposed to pay of some debts. They delivered three checks to me that I mailed. These checks were stolen from the post office. One of these checks for $5000.00 was sent to ************* ******  The title company received the forged check and presented it to me as properly cashed after my card was not paid off. It was unreadable and I made several inquires to the title company, who insured me it was cashed properly. I spent several hours on the phone with ******* ***** trying to track down the check which they didn't have. The title company refused to give me any other info on the forged check or any way to get my funds back. This has now been going on for six months. They don't seem to have the systems or manpower to track their business properly. They are very disorganized as they made several other mistakes during the post close process and they seem overwhelmed and unable to respond in a timely manner.

  Business Response

  Date: 11/04/2022

  Regarding: Refinance of property
  located at *** * ***** *** ********* ** ****** ***** *****

  
  ***** ***** *** (subsidiary
  of First Source Title Agency) recently handled the mortgage refinance
  transaction and closing for the subject property and borrower. As part of the
  lender contract all debts were to be paid off on behalf of Mr. *****. The check
  in question made payable to ** Bank in the amount of $4,779.00 as seen in
  exhibit A was overnighted alon**ide his other creditor debts to Mr. *****
  property address via FedEx tracking number ************ with confirmation of
  delivery as seen in exhibit B. At the request of Mr. *****, he requested to
  personally handle payments as seen in attached Exhibit C
  Shortly after this
  transaction was completed, Mr. ***** reached out to us explaining that ** Bank
  is not showing the funds applied to his account. We reached out to ** Bank with
  Mr. ***** to see what information we could provide to assist them in locating
  it. We also provided a copy of the check to their customer service department.
  We submitted a claim to our bank to assist in any details they could provide. According
  to our Bank ***, has reached out to the bank of first deposit ***** ** *******)
  and have submitted a fraud request and are awaiting a response.
  
  The check made payable to **
  Bank was not altered from original printed check. As you can see in attached Exhibit
  D the cashed check pulled from our bank shows his handwritten account number.
  Ideal Title is still actively working with our Bank *** and Mr. ***** to remedy
  this issue. Ideal Title has no confirmation on who cashed this check. There are
  no internal processes to assist in providing the exact reason as to why these
  funds were not applied to Mr. ***** ** Bank account. We have informed Mr. *****
  along the way of the steps we have to take in order find a resolution. We
  honored our responsibility by providing as much information as we were
  provided. Unfortunately, at this time we do not have a resolution as **** ** ******* is not responding to our Banks requests.  

• Initial Complaint

  Date:08/18/2022

  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 recently refinanced my mortgage with ****** ** ***** (who I will also be filing a complaint against). The title company (First Source Title) mailed checks to my creditors who I was using a Home Equity Line of Credit to pay off. One of these creditors was **** ** *******. First Source originally mailed a check for roughly 21,000 and *** did not cash it saying that the check was damaged/issue with the bank. First Source then sent another check that was stolen, altered and cashed by a fake LLC. I was required to file a police report and send it to Katherine ***** at First Source Title in order for the investigation to proceed (July 7th). She told me the investigation would take 90 days but I would not be receiving my money until it was complete. I have complied with everything they asked me to do and then they decided to send my funds for the Interest that was accruing (roughly 420 dollars) so that I can pay the interest on my accounts that was supposed to be paid off. I do not understand how they can pay my interest but refuse to send me my funds after the investigation has clearly proven that I had nothing to do with the stolen check issue. i am the consumer who is being unfairly hurt financially because of their own check security issues.

  Business Response

  Date: 08/24/2022

  First Source Title Agency Inc. did support Mr. ****** with the title and escrow services for a mortgage loan that he opened.  Mr. ******'s complaint is related to the escrow and disbursement services our company provided related debts Mr. ****** intended to consolidate into his new mortgage loan.  Originally our company disbursed checks to
  pay Mr. ******s creditors directly as instructed by Mr. ****** and his lender on 05/31/22.  Our
  company was then asked by Mr. ****** on 6/14/2022 to
  stop payment on the check to **** ** ******* because **** ** ******* had not
  processed and posted his payment.  This was also the case for 2 other creditor checks.  Later, **** ** ******* attempted to
  cash that check which Mr. ****** is advising **** ** ******* was unable to
  process, which is due to the stop payment placed on the check.  When being advised to stop payment on the **** ** ******* check,
  Mr. ******'s lender instructed our company to send the checks directly to Mr.
  ****** for him to distribute the payments to his creditors
  himself.  This is common practice in the Title and Escrow Services
  industry.  We sent the **** ** ******* check to Mr. ****** on 6/14/2022 via overnight mail with tracking, which shows Mr. ******
  received the checks at his property on 6/15/2022 and does not align to Mr ******’s claim that he did not receive the check. 
  Mr. ****** at that point had received the portion of his loan disbursement
  intended to payoff **** ** ******* and the money was in his control.  It
  is assumed by our company that Mr. ****** then sent the check to **** ** *******, where it was likely intercepted in the mail, the payee altered, and
  subsequently cashed by **** ****  This
  check was incorrectly processed by **** **** as the check was
  fraudulently altered.  Mr. ******'s lender contacted our company on 6/30/22 advising the **** ** ******* account was still not paid and we confirmed that
  the check was processed.   We contacted our bank, CIT, regarding the check and the
  payee being changed and **** **** cashing the
  check.  As a result, we followed our procedure to contact and support Mr. ****** in opening
  a bank investigation with CIT bank on 6/30/22, whose process is to work with the
  receiving bank, **** ****, to investigate the
  matter and recover the funds if possible.  We also instructed Mr. ******
  to complete a police report with his local police department given the mail and
  check fraud crime committed.  CIT has advised their investigation
  can last up to 90 days or more, and we have communicated that information to Mr.
  ****** and provided updates since the investigation was opened.  This is
  where the matter stands today.

  Given Mr.
  ******'s unfortunate circumstance of dealing with mail and check fraud, our
  company in goodwill decided to support Mr. ****** with interest payments on his
  **** ** ******* account while the investigation was completed.  We did not
  do this as a means of accepting blame for the fraudulent event, but again out
  of goodwill to support Mr. ****** through this hardship.  We have
  explained to Mr. ****** that the check and mail fraud were not caused by our
  company and we confirmed our employees followed our industry standard procedure correctly.  He and his
  lender advised to stop payment on the original check and reissue a new check to
  Mr. ****** to complete the payment, which was successfully delivered to Mr.
  ******, completing our services.  

  Customer Answer

  Date: 08/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  ***** ******