Complaints

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

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  Movement Mortgage, LLC

  8024 Calvin Hall Rd Indian Land, SC 29707-8737

• 

  Movement Mortgage

  4333 Cox Road Glen Allen, VA 23060

• 

  Movement Mortgage

  5 Independence Pt Ste 100 Greenville, SC 29615-4538

• 

  Movement Mortgage

  110 Fort Couch Rd., Suite 303 Bethel Park, PA 15102

• 

  Movement Mortgage

  8795 Peach St Erie, PA 16509-4736

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:01/20/2023

  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 went to a realtor here in town and he sent ***************************** of Movement Mortgage to my home ,this was before the Holidays. I was planning on buying a home through the VA as my husband is dead but 100% she told me payments were $ ******* a month I said let us wait. I had a terrible feeling not to buy a home now because of the way housing is I am 87 years old live on a fix income. I ask her on the phone and email please let me have the loan application or copies she refused then told me I had to go to her office. I have Stage 4 terminal bone cancer I fell in May with a fractured pelvic bone and I am own a ****** She keeps emailing me ays I can buy a home and today she sent me a 3Cs on Underwriting but also she sent me a lady *** Prepared in 2020 from Meridian Behavior on child credit. This bothered me for with identity theft she could me same way. I have not sign any papers but every thing about my husband is on that application and I would like that application. I keep all business transactions anyway. But this bothered me and I do not need this sick with this cancer and on a ******. I can not walk far.Can you help me ,I thank you. I do not mean to cause trouble but I need those papers.

  Business Response

  Date: 01/22/2023

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has reached out to the consumer to discuss her concerns and has amicably resolved same. As such, Movement considers this matter closed. 
  

  Customer Answer

  Date: 01/23/2023

   
  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.******************** explain to me what he can do and I accepted it.
  
  Thank you. 
  

• Initial Complaint

  Date:01/13/2023

  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.

  We had major damage to our home from Hurricane *** in August 2021. The home had to be gutted to the studs on the inside of the home. We finally received our insurance money and turned the checks over to our mortgage company which is movement mortgage. I ordered an inspection at the beginning of December 2022 to be able to request another draw check be released so we could move forward with getting the repairs needed to move into our home. After several weeks of back and forth with movement requesting different things I was told on December 23,2022 that everything had been received and approved and final draw check would be released on December 27,2022 cause that would be the next business day they were open after the Christmas holiday. When I contacted them on the 27th I was told that the floor plans hadnt been approved and I needed to submit different ones. The floor plans I submitted were the original floor plans from an engineer. Cant get more specific then this where it comes to floorplans. After several more days I was told that they needed several more things from the contractor that hadnt been mentioned before. I get them all of the items asked for. Im calling numerous times a day trying to speak with anyone who knows whats going on and can tell me any info. Fast forward to now I finally get a team lead named ****** to help me. She told me on January 9th or 10th, 2023 that the floor plans and all information has been resubmitted and draw had been requested and I should finally be issued final draw check by end of this week. I spoke with her a couple times a day since then. On Wednesday Jan 11,2023 I was told floorplans was finally approved and draw check should be released. I spoke to her right before she got off work for the day and she informed me that they had been approved but now the waiver of lien from the contractor wasnt correct and I needed to get that done. I emailed that today and was told it should be approved by end of the day. Still not

  Business Response

  Date: 01/19/2023

  
  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. After a review of its records, Movement has confirmed that all remaining funds have been sent to the consumer, with an anticipated delivery date of January 19, 2023. Movement apologizes for any confusion or inconvenience that *** have occurred with regard to same and considers this matter closed.? 

• Initial Complaint

  Date:01/05/2023

  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.

  Movement Mortgage mis-calculated our escrow multiple times in 2022, resulting in major swings in the mortgage payment. In April, we discovered that the correct tax amount was not applied and the result was an over estimate resulting in an over-payment by the company. In April 2022, we sent MM the document from the ******************** requesting information from the mortgage company to correct the error. It was received and we (my husband and I) were told to wait 10 business days. We called again and were told they were "processing the request" and that we had to keep waiting. In October 2022, our mortgage payment skyrocketed to $1700, due to tax "underestimates and a deficient balance in our escrow," despite timely payments/positive standing. We continued to call and get the run around. In November, I sent the Sheriff's letter to MM for the second time. Later that month, my husband called the **************** and they hadn't received the requested information. When he followed up with MM, no document was sent or had attempted to be sent. Today, we were just told to wait another 10 business days. $1700 a month is untenable for us, and despite multiple attempts to resolve the issue causing the increase, we are getting the run around. I am very concerned with how they are managing their mortgage and escrow calculations. We have asked for one person to work with us, they won't assist us. Despite being polite (firm, but polite), I have been hung up on twice. I asked to speak with leadership, the rep "wasn't allowed" to connect me with someone. I can't resolve the issue if they won't communicate and the situation we're in right now is just to keep blindly paying them; but they haven't demonstrated that their information is accurate or trustworthy. Please help and thank you.Document uploader not working below.Thanks,***************************

  Business Response

  Date: 01/12/2023

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has made numerous, unsuccessful attempts to connect with the borrower to discuss her concerns while actively researching to amicably resolve same.

  Customer Answer

  Date: 01/12/2023

   
  I am rejecting this response because:
  Neither my husband, nor myself has received any contact from Movement Mortgage (MM), as claimed in this response. Other than one email that was sent to me outside this BBB mediating forum, wherein MM was letting us know they received a complaint from BBB and they were researching the matter, we have not received any contact from MM. I responded to that one email, cc'ing the BBB rep assigned to us (****************), requesting that all communication please go through the BBB, as they are working with us to resolve the issue. Since then, and on no other occasion, we have not received any sort of communication, not a phone call to our knowledge, not a voicemail, not a text, and not an email, other than the one mentioned above, from Movement Mortgage. We have been waiting patiently to be contacted but contrary to what was communicated here, we have received no contact from MM.

  Business Response

  Date: 01/19/2023

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint rebuttal that was filed with the Better Business Bureau. Upon receipt of the consumers complaint, Movement reached out to its subservicing partner, ServiceMac, LLC (ServiceMac),to investigate the consumers concerns. As an initial note, please be advised that the consumer is not a party to the Note associated with the loan in question and, as such, is an unauthorized third party to the account, to which ServiceMac and Movement can only provide limited information regarding the account. Please further note that, upon receipt of the consumers initial complaint, on or about January 5, 2023, multiple attempts were made to reach the consumer via phone; however, the consumers voicemailbox was full and ServiceMac could not leave a message. With regard to the consumers concerns over her escrow account, ServiceMacs records indicate that a change in insurance carriers, in or about April 2022, was responsible for a portion of the escrow shortage. ServiceMac properly and appropriately paid the updated premium amount,and any refund should be sought by the consumer from the ***********************************, as per the directions on their website. Once received, the consumer should deposit same into her escrow account to assist with making up the shortage. The remainder of the escrow shortage was the cause of confusion over the collection of the tax amount owed by the consumer. Following an updated escrow analysis, the shortage will be spread over thirty-six (36) months, effective with the consumers January 1, 2023, monthly mortgage payment. As such, Movement trusts this response adequately addresses the consumers concerns and considers this matter closed. 

• Initial Complaint

  Date:01/05/2023

  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.

  We have given them 3 applications for loss mitigation. Every time weve been pushed out for missing documents to which they never inform us about. Weve been not allowed to make a payment due to trying for so long to get help and being past 120 days. Last Wednesday was told we were good and all documents had been received then told yesterday yet again we are missing documents being our application expired. So we will be turning in this packet for the 4th time. They do not communicate and we are scared of loosing our house. I get told someone will call us back and they never do.

  Business Response

  Date: 01/10/2023

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. With regard to the consumers concerns regarding her application for loss mitigation, despite numerous requests by Movement, both verbal and in writing, the consumer has never provided a complete loss mitigation package for Movement to review for assistance. With regard to the consumers concerns regarding making a payment, please be advised that,once an account is delinquent, a borrower can no longer make online payments and auto draft will not occur. Since the consumers account is past due for July 2022 and there is now an active foreclosure on the account, the consumer will have to contact the foreclosure attorneys to request a reinstatement quote. Finally,as of todays date, Movement has not received a completed loss mitigation package from the consumer and her account is being removed from loss mitigation review.Should the consumer have any additional concerns at this time, she should contact her Single Point of Contact, *******************, at ************. Movement trusts this response adequately addresses the consumers concerns and considers this matter closed.

• Initial Complaint

  Date:01/03/2023

  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 12/13/22 I contacted Movement to correct my account per an incorrect balance due showing on a 12/2/22 Statement. I explained this is a joint mortgage with my husband *****, who filed Chapter 13 Bankruptcy in 5/22. Since that time additional payments were charged periodically that were always paid along with the contractual monthly amount of @$2061.79, which is consistently paid 45 in advance of the due date. After calling numerous times and speaking to numerous people, its still un-resolved.

  Business Response

  Date: 01/06/2023

  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?borrower?to discuss?her concerns?and?is working to amicably resolve same. 

  Customer Answer

  Date: 01/06/2023

   
  I am rejecting this response because: the issue took almost 4 weeks and this complaint filed to resolve
  
  

• Initial Complaint

  Date:12/27/2022

  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.

  I recently received a packet in the mail with the subject line: Please contact us about your recently missed mortgage payment. I have not missed any payments, in fact theres currently a credit on my account. I have had a multitude of issues with Movement Mortgage including but not limited to miscalculation of my escrow, representatives being confused about my mortgage payment amount, and unauthorized changes to how I receive my statements. Not only does this correspondence I received reflect great error, but it onlines actions and consequences that dont apply to the status of my mortgage. At this point I am wondering about the competency and integrity of the company as a whole. They are referencing a case I dont even have knowledge of. It seems scammish.

  Business Response

  Date: 01/03/2023

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau.?Movement has contacted the borrower to discuss her complaint and is actively working to reach an amicable resolution.   

  Customer Answer

  Date: 01/05/2023

   
  I am rejecting this response because:
  I just received a letter in the mail today acknowledging BBB complaint. No other contact has taken place between myself and Movement Mortgage. In addition to that, they sent me someone elses sensitive mortgage information. According to the letter addressed to me and the letter to the other customer, ********************** has no integrity when it comes to accounting and record keeping. This further validates and escalates my concerns with the servicer. I also asked on several occasions, not to send loan documents or correspondences to my address. The envelope arrived partially opened and half or resealed. I have adamantly expressed my concerns for electronic or verbal communication only. 

  Business Response

  Date: 01/11/2023

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. With regard to the confusion over the consumers mortgage payment, Movements records indicate that the consumers account entered forbearance for **** June, and July 2022. Upon entering forbearance, the consumer requested that her auto drafting for May 31, 2022, be cancelled;however, that payment drafted before the cancellation could be effectuated. Shortly thereafter, the consumer requested a return of those funds, and, on June 10,2022, the consumers May payment was reversed and electronically returned to the consumer. Unfortunately, a second payment was then returned to the consumers bank and, as the May funds had already been returned, this second refund was drawn from the consumers escrow account. This resulted in an escrow shortage and subsequent initiation of collection of same. Once the error was discovered,the funds were charged instead as a recoverable corporate advance to be paid off by the consumer at any time and the monthly payment amount was adjusted accordingly. With regard to the consumers receipt of an acknowledgement letter, please note that this was sent to acknowledge receipt of the consumers initial BBB complaint, which was received by Movement on or about December 27,2022. Finally, with regard to the consumers allegation that she received another customers information, the consumer further advised that she has since shredded that communication and could not provide Movement with any further detail.As such, Movement is taking the necessary steps to remediate any error that *** have occurred, to ensure that the appropriate communication is sent to the correct customer, and to confirm that no privacy breach has occurred. Movement trusts this response adequately addresses the consumers concerns and considers this matter closed.
  

• Initial Complaint

  Date:12/20/2022

  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.

  They have over $5000 balance from my escrow account after my mortgage was paid off. I still haven't received the check even though they claim that they have mailed it and it came back to they mailed it again. I still haven't received the check and it has been 2 1/2 months. I have received mail from them but no check.

  Business Response

  Date: 12/21/2022

  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?her concerns?and?is working to amicably resolve same. 

  Customer Answer

  Date: 12/21/2022

   
  Better Business Bureau:
  
  I have received the payment, this has been resolved.
  
  Thank you. 
  

• Initial Complaint

  Date:12/12/2022

  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 received a letter in the mail stating I have a significant deficit to my escrow for the property taxes. With the shortage amount of $4,856.66. If it wasnt for my partner I would have just paid this amount (and Im sure a lot of other people would have). I found my 2022 tax statement from the county and it stated my taxes are $2799.70 paid in October. We dug into it, I called my county office my taxes hadnt been paid, they paid someone elses taxes. They brought to my attention there was still more owning for the previous year that wasnt paid at closing when I bought the house. I called to let them know and they insisted I was incorrect several times until I was transferred to the tax department and from there they started my property Id was incorrect. For them not having this correct I loose my early discount payments as well. It has taken over 4 weeks for this to be corrected and I am still unsure where the previous tax has been paid.

  Business Response

  Date: 12/13/2022

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau.?Movement has contacted the?borrower?to discuss?her complaint?and?has amicably resolved her concerns.?? 

  Customer Answer

  Date: 12/13/2022

   
  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:12/05/2022

  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 refinanced with movement in ************************************************************* our escrow account becausethe mortgagewas never set up properly. After several phone calls and numerous emails we were basically told that it was set up improperly but there was nothing wecould do about it. This month I put an additional $800 into our escrowand was told our mortgagewould go down $50 a month. We got a letter in the mail today saying that our mortgage went up almost $20.When we refinanced our goal was to lower our payment but since the mortgage was not funded properly and our payment is almost higher than when we refinanced.Honestly, I feel like the movement could have done their due diligence and asked for money up front to avoid this. As a resolution, we would like the charges for the refinance to be refunded since we did not get what we paid for, which was a lower monthly payment.

  Business Response

  Date: 12/08/2022

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movements subservicing partner, ServiceMac, LLC (ServiceMac), reviewed the consumers account and learned that there was no error in setting up the consumers account, as alleged. Instead, the shortage in the consumers escrow account was the result of the consumers prior lender failing to pay the consumers insurance premium, due for July 2020, prior to the consumers refinance with Movement in September 2020. Once the consumers loan was refinanced with Movement,Movement had to pay the consumers insurance premium, which was not anticipated nor expected at the time of refinance; it was therefore not collected at closing nor expected to be paid until renewal in July 2021. Coupled with an increase to the consumers 2021 insurance premium plus an increase in taxes, an escrow shortage resulted. After a proper escrow analysis and appropriate communication to the consumer, ServiceMac ultimately spread the consumers shortage out over a period of thirty-six months to minimize the increase to his monthly payment as much as possible. ServiceMac advised the consumer of this series of events and also confirmed that his $800 escrow payment was appropriately applied. As such, Movement cannot ***** the consumers requested relief and considers this matter closed.   

  Customer Answer

  Date: 12/09/2022

   
  I am rejecting this response because:
  Movement lied to me in stating that my mortgage would decrease $50 a month after the $800 was applied. Instead, it went up $15. Their claim about the insurance at the beginning of the loan is something that they could have easily foreseen coming and could have addressed. Instead, they rushed through the closing process because at the end of the day all they care about is getting your money. 
  

   

  Business Response

  Date: 12/09/2022

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced rebuttal complaint that was filed with the Better Business Bureau. As stated in its response to the consumers previous complaint, the shortage to the consumers escrow account was through no fault of Movement. Movement spread out the shortage over a period of thirty-two months, so as to alleviate the consumers monthly increase as much as possible. While Movement sympathizes with the consumers situation, it cannot ***** the consumers requested relief and considers this matter closed.   

• Initial Complaint

  Date:10/24/2022

  Type:Customer Service 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 a contractor remodeling a home that suffered fire damage. The home owners are working with Movement Mortgage to pay mortgage payments and for this home project. First, this company will only take phone calls. They do not offer an email address or any type of paper trail. Movement Mortgage will not reimburse me for my expenses by making excuses, not showing up to complete inspections and the inspectors have been negligent with their visitations. The home owner is up to date with their mortgage payments. The insurance company has sent money to Movement Mortgage in order to make payments for this project. Unfortunately, we have not received recent payments. For the past five months we have complied with all requirements the mortgage company has requested, but have not received any funds. This has been completely unprofessional.

  Business Response

  Date: 10/27/2022

  Movement Mortgage, LLC (Movement) is in receipt of the above-referenced complaint that was filed with the Better Business Bureau. Movement has reached out to the complainant and has amicably resolved his concerns.