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Business Profile

Mortgage Banker

Highlands Residential Mortgage

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Highlands Residential Mortgage has 7 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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:06/29/2024

      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.
      My credit record has been shattered due to an incorrect report of delinquent payments to the credit bureau by Highlands Mortgage. I was laid off last July and Highlands helped immediately by allowing me to defer my payments for three months. Re-employed in November and worked with Highlands and F**** *** to to do a loan modification which put that deferred balance at the end of the loan. I was told by the service center NOT to make any payments until the loan modification was set up. This happened on April 1, where I began to make my trial payments. Also at this time, April 1, my loan was moved to a new lender, ****************************. Made three on time trial payments to *****, and last week signed the paperwork on the modified loan. All should be square at this point.Found out however that Highlands had filed delinquency payments to the credit bureau, at the same time that I was told not to make payments until the loan modification was completed. One hand didn't know what the other was doing.Since I'm now with Valon, I can no longer call ****************** center to resolve the issue, after I had previously talked to them many times during the loan modification process and before transfer to Valon. This could be resolved just by talking to Highlands service center since all of my communications have been logged with them. Please help!********************* ************ ********************

      Business Response

      Date: 07/22/2024

      Please see formal response attached.

    • Initial Complaint

      Date:06/19/2024

      Type:Customer Service 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.
      A new company took over our mortgage 04/01/2024, which was annoying enough, and we were not notified by Highlands, so we incurred late fees. We were not provided any notification of this change direction on how to handle all the legal changes which has put us in a financial bind. Highlands has not tried to resolve the issue. I warn others to use this company.

      Business Response

      Date: 07/02/2024

      To Whom It May Concern,

      Highlands Residential Mortgage **** (HRM) is in receipt of the complaint dated June 20,2024, on behalf of *************************. HRM values our customers, and we appreciate the opportunity to address this matter with the Better Business Bureau of ********************

      HRMs research shows that the loan was sold to another servicer on 4/1/2024. The goodbye letter was provided to the borrower on 3/14/2024 which falls within the ***** guidelines of 15 days notice prior to the transfer. By law, no late fees or negative credit reporting is allowed from 4/1/2024 to 5/31/2024.

      Our goal is 100%satisfaction, and we regret any inconvenience the customer may have experienced through this process with us. Thank you again for the opportunity to address their concerns. If there are any further questions, please contact us at ***********************************************************. 

      Business Response

      Date: 07/02/2024

      Formal Response letter attached.

    • Initial Complaint

      Date:01/22/2024

      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.
      This company overcharged my my mortgage in November. When I called them they told me they were going to apply the overpayment to December. They told me to turn off my auto pay and resume paying in January. When I logged in January I saw that I was behind a month. I then saw they submitted a missed payment to my credit. When I called them they refused to take accountability for what they did and remove the **** on my credit and said they mailed me a check. I never received this check and still haven't received it. They yet again over charged me this month. They owe my 3k and also need to remove my missed payment from my credit. I only followed their instructions and have now been punished for it. I have no faith in this company they seem to charge whenever they want and don't care for their customers. I wish I could refinance but now they messed up my credit so I can't!

      Business Response

      Date: 02/06/2024

      Good morning,

      I am working to obtain a formal response from our servicer regarding this complaint and will submit it as soon as I have it.

      Business Response

      Date: 02/06/2024

      Please see formal response attached for the BBB.  A response is also being sent directly to the borrower with supporting documents.

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