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Business Profile

Mortgage Banker

Victorian Finance LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mortgage Banker.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/06/2022

    Type:Billing Issues
    Status:
    Answered
    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 May 1, 2022, my mortgage was through Victorian Finance and my house payment was scheduled to be paid via auto pay. Victorian failed to process the payment and did not notify me. On May 4, 2022, Victorian Finance sold my mortgage to a company called *** ****** and failed to notify me. I didn’t find out that they sold my mortgage until a representative from *** ****** called me toward the end of June telling me my payment was late and asking if I wanted to pay via credit card over the phone. I thought someone was trying to scam me, so I tried calling Victorian Finance but nobody was answering any of the number I could find for them. I eventually got enough information from *** ****** to validate that they did buy my mortgage and have since been faithfully making payments, but because Victorian never took the May payment, I am a month behind and cannot get caught up. I’m being charged late fees and *** ****** has reported me to the credit bureaus, so my credit is taking a hit due to Victorian Finance’s actions and lack of communication.

    Business Response

    Date: 09/07/2022

    A Goodbye Letter, in compliance with RESPA, was mailed to
    the customer April 13, 2022, providing notice of the servicing transfer to *** ****** effective May 2, 2022.  (see attached). Payments due May 2, 2022,
    the first business day in May, and forward were due to the new servicer. 
    The Goodbye letter included information to contact Victorian Finance, the prior
    servicer, and *** ******, the new servicer, including telephone number and
    address. The last record of the customer contacting Victorian Finance, at the
    telephone number included in the letter, was October 19, 2021.  There is
    no record of the customer contacting Victorian Finance in regards to the May
    2022 payment or servicing transfer. The Goodbye letter also includes the
    following statement: “ Important: Due to the transfer of your mortgage
    servicing, if your monthly payments are currently enrolled in automatic
    drafting, you should contact your new servicer about their capability of
    automatic drafting of your payments.” Victorian Finance did not draft the May
    2022 mortgage payment from the customer’s account.

    I also included the Escrow Analysis Statement mailed to the
    borrower, reflecting the escrow balance transferred, as well as the last
    Monthly Billing Statement received by the borrower from Victorian Finance dated
    April 1, 2022.  Both of the documents include the telephone number
    ************ to contact Victorian Finance. 

    We are unable to make adjustments to the billing statement or credit
    report for payments due to *** ******. 

    Customer Answer

    Date: 09/20/2022

    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, details of the offer I reviewed appear below.


    I never received their goodbye letter, and something like this warrants more than a letter. They should have called! Also, May’s payment was due May 1 and they should have drafted it when it was due instead of altering facts now to fit their agenda. Awful customer service. 



    Regards,



    ***** *******

Victorian Finance LLC is NOT a BBB Accredited Business.

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