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:11/01/2024

  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.

  We used old republic title to close and old republic to insure our property with title insurance. We filed a claim and they refused to defend us from another person's claim on the property we bought.

  Business Response

  Date: 11/07/2024

  Please note: the above escrow office is not involved in this complaint and address should reflect our corporate location at **** ** ***** ***, Oklahoma City, OK 73112

  Thank you for your inquiry. 
  
  Old Republic Title is a title
  insurance company that provides title insurance nationwide.  We protect
  title to property, just like a homeowner’s policy protects the improvements
  located on the property from perils such as wind and fire.
  
  An insurance policy is based
  in contract, and the terms and conditions of each title policy creates a
  benefit to the insured therein, subject to the terms and conditions as
  contained in the policy jacket and specifically enumerated exceptions to
  coverage.  The complainants purchased a title policy as part of a closing
  Old Republic completed for them.
  
  When an insured feels that
  there is an issue that may affect title to their property, they have the right
  to file a claim, again under the terms and conditions of that title
  policy.  Claimants filed such a claim and submitted it to our claims
  department.  The claims department determined that, at this time, their
  submitted claim was not covered under the terms and conditions the title policy
  purchased, so therefore the claim was denied.
  
  This is a process that any
  insurance company will follow.  While we understand that the complainants
  may be disappointed with the decision made by Old Republic’s claims department,
  it is a decision based in contract law.  We would recommend that
  complainants seek assistance from others if they have any questions about this
  matter.
  
  Thank you.

• Initial Complaint

  Date:08/03/2024

  Type:Order 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.

  We signed closing documents with ******* ***** at Old Republic Title, and requested that payoffs for our first mortgage and HELOC be paid via wire at closing. We filled out two release documents to allow our banking institutions to provide amounts. Our first mortgage was paid on time, but the HELOC payment was mailed and that took another week for payment. Their excuse was there's a lot of fraud via wires. They didn't bother to use various methods to verify the email was correct such as hovering over the email address, call **** *** Credit Union and ask to speak with the lady who sent the payoff email. The payoff email provided wiring instructions as well as an address for overnight payment. Those instructions were ignored.
  If it wasn't for our lender on the new house (**** ******* at ********* *******) the buyer wouldn't have received the docs to sign with a mobile notary. Our buyer is in the military and had training out-of-state the week of closing. **** made sure that the docs got to the buyer on time and the notary was there to complete the notarization parts since he was outside of Oklahoma.
  We were on vacation the week of closing (July 22-26) so we pre-signed docs on July 19, 2024. We paid $740 in fees to Old Republic Title along with title insurance fees of $836.00. I have filed a complaint, but the lady just kept making excuses about wire fraud, etc. This industry is driven by customer service. We didn't get the customer service we deserve nor did our buyer. We had to take time during vacation to provide the information needed on the second authorization form. Our realtor worked with **** ******* to get things wrapped up on time. You can verify my story with ***** He can be reached at ************ and our realtor (****) can be reached at ************. This disrespect and lack of professionalism is outrageous and stressful. I have never had such a horrible experience, and no one at Old Republic Title cares.

  Business Response

  Date: 08/08/2024

  The customer signed a payoff authorization
  allowing us to order loan payoffs on their behalf. Customer gave incorrect loan
  information on the authorization. Our office contacted the customer to get the
  correct information, so payoffs could be requested. The customer forwarded an
  email containing a verbal payoff from her credit union along with hand-typed
  wiring instructions. Our policy prohibits us from accepting payoffs directly
  from a customer (verified or not), and we cannot accept wiring instructions
  from outside sources for a loan payoff. When the loan disbursed the payoffs
  were made through our verified payoff methods. 

  Customer Answer

  Date: 08/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they cannot follow instructions nor provide good customer service.  Technology has provided many ways to verify emails, links, and decider if emails are fraudulent.  They chose not to call my credit union to verify the lady who sent the email works there. They chose to mail a check instead of wiring the funds or using an overnight drop box to ensure closing ran smoothly.  They also chose not to send documents to the buyer in a timely manner. You can verify all the information by speaking with **** *******. We were on vacation the week the closing was scheduled.  **** made sure a mobile notary was available for the buyer who was out of state for military training. They don't care about either party and they don't deserve the amount I had to pay them!
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Customer Answer

  Date: 08/29/2024

  Thank you for your email. It's amazing that they were able to confirm payoff information for our first mortgage, yet claim they received the wrong information for paying off the Home Equity loan. The signed release of information provided the authority to confirm the payoff amount and instructions, yet they chose to be lazy and just mail the check to the credit union instead of following the instructions that I previously provided.  This is unacceptableand we deserve a partial refund.  I understand your position, but what they did was not right. You wouldn't want to be treated this way if you were selling your house. I provided witnesses for you to confirm our story. The choices they made were unprofessional and caused us to have to pay daily interest while waiting seven days for the check to arrive at our credit union. 

   

  Business Response

  Date: 08/30/2024

  As we stated previously, the customer originally provided incorrect account information for her credit union loan. She then provided a hand-typed loan payoff and wiring instructions, which we could not accept. There is an epidemic of escrow fraud in this country and like all professional settlement providers, Old Republic Title has antifraud guidelines in place to protect our customers and ourselves. Those guidelines were followed while providing the requested services. The title and escrow services paid for by the customer were properly and professionally provided. Moreover, the consumer did not pay additional interest to the credit union because the check was mailed. The amount was only $32.90 and it was paid for by Old Republic Title.
  
  

  Customer Answer

  Date: 09/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Regardless of who paid it, the title company messed up the process. I provided the instructions given to me by a credit union employee. AGAIN, we signed release forms for them to get, verify, and follow instructions. We were contacted by our realtor while on vacation that they needed another release form signed by us. I attached that form in previous correspondence, and that form provided wiring and overnight drop box instructions. They chose NOT to follow the instructions and provided horrible customer service.

  I have worked for a credit union in the past (for ten years), and I not only processed loans but also HELOC loans. Fraud has always been an issue, but all banking institutions and the closing companies have ways to verify payoff info. We used a spreadsheet that provided correct phone numbers, etc. so that we could provide the best customer service to keep our customers. We often had customers who experienced bad service by a competitor, but were happy with the outcomes we achieved. Banking and closing businesses are competitive, and this should never had happened. 

  The title company we used on the purchase of our new house never caused such disrespectful and unprofessional bickering.  They did their job by paying off the previous mortgage holder's loan via wiring instructions.

  As I mentioned before, *********************** and our realtor (***********************) made closing happen because they did not do their job. I was serious when I said that BBB should ask them.

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