Business Profile

Mortgage Banker

Movement Mortgage, LLC

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Complaints

This profile includes complaints for Movement Mortgage, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

94 total complaints in the last 3 years.
20 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.

Initial Complaint
Date:11/15/2023
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.
We had a total Payout from Insurance from *************** for home in ******* **. Check was issues to ** and Movement Mortgage... they have had the check for 1 year now and even though we have presented Invoices for payments to repair replace everything in the home except the Framing they Movement Mortgage will not release any funds dispite many phone calls faxes and uploads of documentation....Check for ******. Invoices presented for over $160,000
Business Response
Date: 11/19/2023
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has connected with the consumer to discuss his concerns, provide direct contact information, and explain efforts already made to resolve his concerns. A second update call will occur next week, and Movement expects to amicably resolve this matter.
Customer Answer
Date: 11/20/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
They reached out to me and have cut the first check after a year of interface. FEMA is also working this as well.

Thank you.
Initial Complaint
Date:11/01/2023
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 filed an insurance claim with my insurance company and required movement mortgage to endorse the claims check and for two weeks they've been dragging their feet on releasing the funds and have not returned my calls.I filed an insurance claim with my insurance company and required movement mortgage to endorse the claims check and for two weeks they've been dragging their feet on releasing the funds and have not returned my calls.
Business Response
Date: 11/06/2023
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movements records indicate that the consumer provided the endorsed claim check to Movement on October 20, 2023. The check was verified and deposited on October 24, 2023; however, a Repairs Affidavit was not provided and necessary to release the first draw. On October 31, 2023,the necessary Repairs Affidavit was received, and the initial draw was sent by regular mail the next day (November 1, 2023). Once Movement has confirmation,through an inspection, that 75% or greater of the repairs have been completed with no structural damage remaining, the final draw may be requested. Movement trusts this response adequately addresses the consumers concerns and considers this matter closed.
Customer Answer
Date: 11/06/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
Date:10/30/2023
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.
*********************, the loan agent of Movement Mortgage, pulled my credit report without my written authorization after I explicitly told him I do not want to proceed with my loan application.
Business Response
Date: 11/06/2023
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movements records indicate that the consumer provided permission to pull credit through her online application. The consumer subsequently notified Movement that she no longer wished to move forward with her application; unfortunately, Movement did not see that communication from the consumer until after credit was properly pulled with the consumers consent. In an effort to provide quality customer service at this *************************** will have the consumers hard pull converted to a soft credit pull.Movement trusts this response adequately addresses the consumers concerns and considers this matter closed.
Initial Complaint
Date:10/30/2023
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 October 20, 2023 I contacted Movement Mortgage to make a past due payment. I spoke with Urvennis:SUS. After making the payment I stated I would pay the October payment on October 27, 2023 and asked if I was current and would be able to make payments online. She stated that I was current, would be able to make payments online on October 27, 2023 and as long as I made the payment by the end of the month of October it would affect my credit rating. (I was also told this by another representative in September 2023 when I set up and October 6, 2023 payment. Today (October 27, 2023) I logged on to the Movement Mortgage website to make a payment and was denied access to do so. I called Movement Mortgage and spoke with customer services representative ******:RNS. She claimed that I was still in loss mitigation. I explained my phone call with *******. However, she continually spoke over me and was condescending. I asked to speak with a supervisor. She placed me on hold for at least five minutes, came back to the phone and continuted to speak about loss mitigation. I asked her to have a supervisor call me. She said "okay" and HUNG the phone up prompting me to HAVE TO CALL BACK AGAIN.
Business Response
Date: 11/06/2023
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movements records indicate that the consumer entered into a short-term repayment plan, in or about early July 2023. As per standard policy, at that time a stop was placed on the consumers account which prohibited the consumer from making payments online. Once the account is brought current and/or the repayment plan ends, the ability to make online payments resumes. On or about October 23, 2023, the consumers account was fully brought current, and the stop was removed from her account; going forward,the consumer should be able to resume online payments. Movement apologizes for any confusion and/or frustration the consumer may have suffered but trusts this response adequately addresses her concerns and considers this matter closed.
Initial Complaint
Date:10/20/2023
Type:Sales and Advertising 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 am active serving military and am moving to a new base. Movement Mortgage is currently servicing my mortgage. I am selling the home to another active member moving to ******** ** for the military. They are trying to assume my mortgage due to the low interest rate. I initiated the process by requesting an assumption package in late August. They said it would arrive in 2 weeks and never offered to email. After it had not arrived they offered to email it. Then to see the post **** on the mailed copy to be 14 September, so it arrived the 18th of September. The package was completed and certified mailed and received by the company on 25 September. As of mid October I had to call to get the company to find the paperwork, which had to be emailed again to start them to process. I have called almost daily to get updates to the status of the process with no call back with that status. This has negatively impacted not only my move for the military but the person buying the home. The inability to communicate to a buyer and seller the proper information on a transaction of this magnitude is inexcusable.
Business Response
Date: 10/25/2023
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement asserts that the delays in the assumption process are through no fault of Movement or ServiceMac, LLC (ServiceMac),Movements subservicing partner. Since the consumer first inquired about assumption, ServiceMac has properly communicated with both the consumer and the assuming borrower, has set necessary expectations with regards to a timeline,and has appropriately followed its assumption process. Any delays perceived by the consumer were the fault of either the consumer or the assuming borrower. As of the date of this response,********** has received all necessary paperwork and has sent the account to the underwriting team for full review. ServiceMac has notified the consumer of same and has provided a point of contact for the consumer as this assumption process moves forward. Movement trusts this response adequately addresses the consumers concerns and will continue to work with the consumer through the culmination of the assumption.
Customer Answer
Date: 10/31/2023

I am rejecting this response because:
The business has not finished the process and they have not communicated since they felt they have done the correct measures. People not having the ability to purchase a home due to them being slow is a problem. My next step will be reaching out to U.S. Senator and Congress's representatives.
Business Response
Date: 11/01/2023
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced rebuttal complaint that was filed with the Better Business Bureau. As explained in its previous response, the alleged delays in the assumption process were through no fault of Movement and Movement has acted properly and appropriately with regard to same. As also explained in its previous response, the consumers account has been sent to the underwriting team for expedited review. Movement trusts this response addresses the consumers concerns and will remain available to work with the consumer throughout the assumption process.
Initial Complaint
Date:10/11/2023
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.
On 14OCT23 I inquired again to Movement Mortgage of what became of my end of the year escrow monies when they stated that I owed them over $3,000 for homeowners insurance after I sent $2,248 from a cancellation insurance policy that they paid this summer, last week. I was informed that I still owed them over $3,000 and they will increase my mortgage from $724 to $1,327 starting 01DEC23. I'm currently in chapter 13 and a tax exempted total disabled veteran on a fixed income in which they know this.
Business Response
Date: 10/17/2023
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has made multiple attempts to contact the borrower to discuss her concerns and is actively working to reach an amicable resolution.
Initial Complaint
Date:09/26/2023
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.
I filed a chapter 13 bankruptcy that excluded my mortgage. I was going to do continue to make payments as required by the mortgage. The mortgage stop providing any support for the mortgage. Their customer service will not discuss any issues, and haven't since I filed the bankruptcy. They applied a $350 charge, reported a missing payment to the credit agencies (when there is no missing payment), increased my monthly escrow payment amount without disclosing it to me, closed the account (according to credit reporting agency), and generally been unresponsive to any inquiry. My lawyer submitted an authorization for them to speak to me twice, I've submitted it twice. They've consistently refused to discuss any of these issues.
Business Response
Date: 09/28/2023
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement contacted the consumer to discuss his concerns and provided contact information for a single point of contact.Movement is presently investigating the consumers concerns, with the goal to amicably resolve same.
Initial Complaint
Date:08/08/2023
Type:Billing 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.
Regarding my Loan # XXXXXXX808, Movement Mortgage has failed to manage my Escrow **************** Funds properly, in direct violation of the Code of Federal Regulations CFR 1024.17(k)(1). Details: Movement Mortgage failed to disburse funds from my Escrow Account for my annual ******************* Policy Renewal, which was due August 2nd, 2023. On August 4th, 2023, I reached out to Movement Mortgage to inform them of their failure to disburse funds on or before the due date as required per CFR 1024.17(k)(1). I informed them that due to their failure to disburse funds on time, I contacted my ******************* provider directly, and provided direct payment to them which they required in order to avoid a lapse in coverage. Movement Mortgage then proceeded to disburse the funds to my ******************* provider LATE, and only AFTER I reached out to them regarding their failure and after I informed them that I paid my ******************* provider directly as a result of their failure. This is yet another instance of the constant/nonstop unethical business practices perpetrated onto me by Movement Mortage and is in direct violation of Federal Regulations. This company needs to be investigated.
Customer Answer
Date: 08/09/2023
Hello,
Thanks for reaching out regarding the Business's response to my complaint. To be clear, this complaint is BRAND NEW, not directly associated with previous complaints I've filed.
For this complaint, the issue occurred on August 2nd, 2023. I then contacted Movement Mortgage's *************************** about this issue on August 7th, 2023 (to which they still haven't provided a response).
Unfortunately, it appears the Business didn't actually read this complaint or take it seriously. Their response notating dates from July proves this, as I didn't even raise this specific issue with Movement until August 7th.
I would kindly request that you keep this complaint open, please. I'm truly at a loss with Movement Mortgage and their mismanagement of my Mortgage Loan & Escrow Account seems to be getting worse and more frequent, hence this latest complaint. I'd sincerely like to see Movement Mortgage provide an actual response to this.
Business Response
Date: 08/11/2023
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Please be advised that Movement has provided its response to the consumers concerns via its response to his numerous CFPB complaints. Movement will also email a resolution letter directly to the consumer. As such, Movement asserts it has adequately addressed the consumers concerns and considers this matter closed.
Customer Answer
Date: 08/11/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
Date:07/28/2023
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.
I've been receiving threatening letters in the mail from Movement Mortgage containing false information about my Loan XXXXXXX808. initially stating my ******************** Policy had expired and they required immediate proof of coverage or they would purchase a policy on my behalf and at my expense.I provided evidence of proper ******************** coverage & notified them that the property has always had coverage, and that there have never been any lapses or any issues whatsoever.Eventually a CSR at Movement explained they do in fact see the current/active Homeowners Policy, but that the Policy has a different "Named Insured" than myself.This was the first time in 8 months of receiving threatening letters where someone took the time to tell me what the "actual issue" was. I explained the "Named Insured" discrepancy, was due to title being held in our wholly-owned *** (my wife and I are the sole owners of the **** with the *** structured as part of our long-term estate planning strategy). I explained that we transferred title via the process outlined in section D1-4.1-02: Allowable Exemptions Due to the Type of Transfer of the ****** *** Servicing Guidelines. Everything 100% above board and compliant.They acknowledged my explanation and asked for proof of *** legal structure in order to "Transfer" the Loan to the *** on their backend to resolve the "Named Insured" discrepancy. I provided all documentation promptly, and Movement processed the Loan Transfer to the ***.I've now received another letter dated 7/07 stating "Invalid Proof of Insurance", due to a "Named Insured" mismatch, threatening to buy an additional Insurance Policy on my behalf and at my expense.Then on 7/27, I received a COMPLETELY SEPARATE solicitation from Movement's in-house Insurance Team, offering to sell me their own in-house ************** Policy for the home.Are they attempting to get me to drop my current policy so they can sell me theirs? This seems like a conflict of interest.
Business Response
Date: 08/03/2023
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement attempted to contact the consumer multiple times to discuss his concerns but was unable to connect. At this time, Movement is still actively investigating the consumers concerns and hopes to amicably resolve same.
Customer Answer
Date: 08/03/2023

I am rejecting this response because: It's not clear to me how the business has attempted to reach me multiple times without success. To be clear, I did receive a generic email notification from Movement (pasted below as reference) simply acknowledging the complaint I filed, stating they are investigating my concerns and will provide a response regarding their findings to the BBB. I'm not aware of any other attempts to communicate with me or address the actual concerns.
Here is the actual copy/paste of the communication I'm referencing:
Good morning,

We are reaching out to you confirming receipt of an inquiry that you submitted via the Better Business Bureau on July 28, 2023 related to complaint number 20389566. Please be assured all items you have raised will be thoroughly researched, and a response will be provided to the Better Business Bureau with our findings. We will begin working on this right away!

Sincerely,

Customer Resolutions and Advocacy Team
**********************
NMLS 39179

**********************************************************
***********, ** 29707
movement.com

Business Response
Date: 08/03/2023
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced rebuttal complaint that was filed with the Better Business Bureau. Movement attempted to contact the consumer, via telephone, on July 31, 2023, and August 1, 2023. On both occasions,the calls went to the consumers voicemail and messages were left. At this time, Movement is still actively investigating the consumers concerns and hopes to amicably resolve same.
Initial Complaint
Date:07/03/2023
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.
Increase of ******** in mortgage payment as of July 1st, 2023. Granted tax exemption from ************** on 16 May 2023 Received physical exemption via mail around 10 June 2023 Upload document 15 June 22 into uploadmytaxdocuments.com No phone call or follow-up phone call about documents uploaded Receive 1 July bill with a mortgage amount of ******* due Called the Richland County assessor office and they informed me that the Taxes for 23 comes out on October 23 not this year. The tax auditor for Movement Mortgage claimed its already out and informed him it's not I uploaded again what the county sent me and no one called me back to information they received the documentation Another assessor sent me the property tax estimate for *****, I uploaded those documents. No one from the tax office contacted me Called today 3 July 2023 and asked about the documents uploaded. The tax auditor again, could not give me a direct answer and now he's calling Richland ********************** because he doesn't understand what he looking at. I want my mortgage adjusted back to **** and someone needs to do a performance assessment on how the auditor for movement mortgage does the taxes on homes. These is 3 tax auditor I have spoken too who works from home and doesn't know their job.
Business Response
Date: 07/06/2023
Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has made numerous attempts to connect with the?borrower?to discuss?her concerns?while actively working to amicably resolve same.

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Movement Mortgage, LLC is NOT a BBB Accredited Business.