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: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.

  On 8/31/23, our property on **** **** ***** ********** ** closed with Absolute Title. They assured us the September payment would be made and everything would be taken care of. Today, 9/26/23, we received a collection call from *** bank saying we were late with the September payment. We called Absolute and talked with Stephanie who is curt and rude - she hung up on us twice today (we are very upset that we are in collections). We contacted *** and they informed us the assumption doesn't technically close for 30-45 days after close. We are not sure what happened to the September payment, Absolute will not talk with us and we are now in collections with ***. They do not show the new owners as owner and the title has already been transferred out of our names.

  Business Response

  Date: 10/09/2023

  Dear BBB,

  
  I am writing in reference to the complaint (#********) filed on September
  26, 2023. First and foremost, I would like to apologize for the inconvenience
  and frustration that this situation has caused.
  
  As outlined in *** ****** statement, she closed the sale of her property
  located at **** **** ***** ********** **, on August 31, 2023, through Absolute
  Title Agency, LLC (ATA). This transaction involved an 'Assumption Mortgage,'
  where the buyer assumed *** ****** mortgage on the aforementioned ****
  property.
  
  After the closing on August 31, 2023, ATA sent the closing package and
  September payment to *** Bank. Our records indicate that *** Bank received the closing package and
  payment on September 6, 2023 (Attachment Proof of Delivery & Check clearance). However, on
  September 26, 2023, *** ***** and her daughter contacted ATA expressing extreme
  distress after receiving a collection call from *** Bank, claiming they had
  not received the September payment. During their conversation with ATA’s Office
  Manager, Stephanie B., *** ***** and her daughter were verbally upset,
  resorting to raised voices. In response, Stephanie requested some time to
  investigate the matter thoroughly and assured them that she would return their
  call. However, before Stephanie could do so, *** ***** called back, requesting
  to speak with a manager. Upon learning that Stephanie was a manager, *** *****
  indicated her reluctance to communicate further with her. Stephanie then
  assured *** ***** that she would have the owner of the company return her call.
  
  Stephanie called me, Jennifer K., President, for I was out of the office.
  I suggested that Amy C., ATA’s Post-Closer/Recorder call *** Bank. Amy, immediately
  reached out to *** at which time she was told that payment had not been
  received and the seller would need to make the September payment. Once I,
  Jennifer was informed of this information, I called *** ***** stating what
  *** Bank communicated to Amy. Upon returning to the office, I personally
  reviewed the file and saw the closing packet and monies had been sent and
  received by *** Bank on September 6, 2023 (see attachment A). I instructed Amy
  to contact *** Bank again, share with them our record of receipt, and
  attempt to resolve the issue. However, *** Bank informed us that they could
  not discuss the matter with us as we were not borrowers on the loan. In light
  of this, I promptly reached back out to *** ***** again and updated her on the
  situation. *** ***** subsequently granted permission for ATA to communicate
  with *** Bank and vice versa.
  
  As indicated in the attached documents, Absolute Title Agency, LLC
  followed all required procedures in a timely manner for the conversion of the
  "Assumption Mortgage" and the submission of the September payment for
  the property in question.
  
  Once again, I would like to extend our sincerest apologies for the
  frustration that this issue has caused *** *****. It is important to note that
  ATA diligently followed all necessary steps in a timely manner to ensure the
  conversion of *** ****** "Assumption Mortgage" into the buyer’s name,
  as well as the timely submission of the September payment.

  Sincerely,

  Jennifer K*****

  President

  Absolute Title Agency, LLC.

  Customer Answer

  Date: 10/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The mortgage is still in my name and my daughters name.  The closing was 8/31/23 and as of 10/14/23 we are still financially liable with late fees that will start to incur again as of 10/17.  Until the loan is transferred to the new buyer, I do not accept any closure from ATA.  

  
  
  Regards,
  
  
  
  ****** *****