We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Mortgage Broker

PrimeLending, A PlainsCapital Company

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mortgage Broker.

Complaints

This profile includes complaints for PrimeLending, A PlainsCapital Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

PrimeLending, A PlainsCapital Company has 90 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 24 total complaints in the last 3 years.
    • 7 complaints 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/28/2025

      Type:Service or Repair 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.
      Prime Lending put together my mortgage. My husband at the time gave me 90k to put towards the house. Prime Lending put it all together including a gift letter explaining the 90k was a gift not a loan. And cannot turn into a loan. Now in divorce proceedings my ex spouse wants his 90k back. Prime Lending needs to take the necessary steps to enforce this and stand behind the gift letter. My name is solely on the mortgage, deed and homestead. This gift letter was supposed to protect the mortgage. I need a fraud specialist within prime lending to take responsibility for this.

      Business Response

      Date: 05/01/2025

      Due to privacy concerns, a formal response will be provided directly to the consumer regarding this matter. Thank you for the opportunity to be of service.

    • Initial Complaint

      Date:02/28/2025

      Type:Product 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.
      Hilltop is making up fees and stealing money directly from customers accounts. They stole something like $75 a few months ago. Just found out today. They are refusing to refund. I need your help to resolve.

      Business Response

      Date: 03/12/2025

      See attached acknowledgement letter.

      Business Response

      Date: 03/18/2025

      HilltopSecurities has researched ******* ********** complaint and resonded in writing. See attached, Final Response. Thank you.

    • Initial Complaint

      Date:02/05/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      PrimeLending transferred our loan to another mortgage company. With PrimeLending we were approved for a partial claim FHA plan due to the natural disaster in May 2024. We resumed payment and in December we were notified that our loan was transferred. PrimeLending however, did not update our payment before transferring, this has gone to show that we have missed payments for more than 90 days. This is false, we have made all of the payments, none of which are reflected in the statements. Attached is the letter of the approved plan, the transfer letter, our payment receipts, the partial claim official documents, and the proof of delivery to the loan office of all docs.

      Business Response

      Date: 02/07/2025

      Due to privacy concerns, a formal response will be provided directly to the consumer regarding this matter. Thank you for the opportunity to be of service

      Customer Answer

      Date: 02/15/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:01/28/2025

      Type:Order 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 June 1, 2024, ******** ***** told me that her lender, ******** ******, wanted to discuss her clients financial qualifications. Despite my clear communication regarding my availability, ******** proceeded to call me multiple times. Shortly thereafter, she called again, and I regrettably answered. ******** immediately launched into an aggressive tirade, She was upset because I questioned her clients qualifications, which she found extremely offensive. ******** proceeded to tout her credentials, stating she had processed over $20 million in loans, had an extensive career as a lender, and was the #1 lender in ***************. She spoke continuously for over ten minutes, refusing to let me respond.Her tone became increasingly inappropriate accusing me of prejudice, citing her identity as a Mexican woman and making an unfounded comparison to regional rivalries, stating, We hate ********* the same way you hate us. I have no association with San Diego County nor Imperial Valley.She claimed to be the underwriter herself and assured me she could provide the requested documentation in 30 minutes or less. Then contradicted herself, stating she would rather her client lose the home than comply with my request. She further belittled me, claiming no one dared to question her authority, and concluded with, So what is it you really want, *****?insinuating that I had ulterior motives.This implication was both offensive and unprofessional. After enduring more than ten minutes of interruptions, accusations, and condescension, I firmly responded:"********, I would like to get a word in edgewise. You have insulted me at every turn, and I will not tolerate this behavior again. If your client wants to buy the house, please send me the documents I requested. Have a good day."I then ended the call.She stated that unless I withdraw my request, they would not allow their client to proceed with the purchase. I did not comply. As a result, their client lost the home.

      Business Response

      Date: 01/31/2025

      Due to privacy concerns, a formal response will be provided directly to the consumer regarding this matter. Thank you for the opportunity to be of service

      Customer Answer

      Date: 02/03/2025

      I am rejecting this response because:   The business has not reached out to me yet and I would like all communications in writing. 

    • Initial Complaint

      Date:12/04/2024

      Type:Product 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.
      Primelending was responsible for pricing my loan for my home, but they setup a payment that created an escrow shortage a year later. Then they increase the mortgage payments by ****** to cover the shortfall. They recently transferred my loan to another servicer. I want my interest I paid them back.

      Business Response

      Date: 12/09/2024

      Due to privacy concerns, a formal response will be provided directly to the consumer regarding this matter. Thank you for the opportunity to be of service.

    • Initial Complaint

      Date:09/25/2024

      Type:Product 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.
      They cancelled my auto payment for my last payment and caused the payments to get late. There was no reason to cancel auto pay without me doing it. Why would I not pay the last month with over $60k in my checking account.

      Business Response

      Date: 09/26/2024

      Due to privacy concerns, a formal response will be provided directly to the consumer regarding this matter. Thank you for the opportunity to be of service.

    • Initial Complaint

      Date:01/03/2024

      Type:Service or Repair 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 January 03, **** I online via the virtual chat, with a representative named ******** as to why my mortgage amount changed without my knowledge, to which I was told that I was sent a notification via mail. I then informed Ms. ******** that I have issues receiving mail as I do not always get it, to which she then told me that there was a document on the website, to which I responded and let her know that I searched and I couldnt find it hence why I reached out to the chat. Ms. ******** provided me with the document of the change which included an increase in taxes to which I asked why my escrow payment for taxes had increased if I as a service disabled veteran were exempt from taxes. Ms. ******** ignored the question and when I brought it up a second time she provided a link for me to contact and disconnected the chatshe asked if she had answered all my questions to which I said no but she disconnected the chat regardless. Also, I asked if I could have my notification preference, specifically to changes to my monthly payment be made via a phone call since I am not always receiving my mail to which she told me that wasnt an option. Are there any legal requirements that require mortgage companies to make notifications via phone...this not being an option would seem to violate the Americans with disabilities act.

      Business Response

      Date: 01/10/2024

      Due to privacy concerns, a formal written response will be provided directly to our borrower regarding this matter. Thank you for the opportunity to be of service. 

    • Initial Complaint

      Date:12/17/2023

      Type:Service or Repair 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 issue is this: I purchased my house last year. The woman I had purchased the house from had multiple tax exemptions and her taxes were lower than what I would be eligible for, however, I purchased the house in August and at this point the taxes had already been paid. This year upon receiving my tax bill, I had several omitted charges for last year, where I had to pay the difference in exemptions for 2022 which I was not eligible for. These adjustments are one time payments that would not happen again, however, Prime Lending did not look at an itemized bill and based my new adjusted mortgage off this new inflated amount.After repeated attempts, and letters sent from my deputy town assessors office, as well as the bill itself explaining the issue, I am still not able to have this addressed or corrected. The only next option is to remove my tax escrow completely from my mortgage which also has to be 'approved'. This has inflated my mortgage by over $300 dollars a month and I cannot get any help or assistance. I am a single woman trying to rectify a fairly simple issue. This process has been extremely frustrating and I do not think I will ever be able to refer anyone to Prime Lending in the future given the way this has been handled. I would appreciate any help or assistance that can be offered, but moreover I would hope the customer service teams receive additional training so that this can be prevented in the future.

      Business Response

      Date: 12/20/2023

      Due to privacy concerns, a formal written response will be provided directly to our borrower regarding this matter. Thank you for the opportunity to be of service. 

    • Initial Complaint

      Date:10/02/2023

      Type:Service or Repair 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.
      I have received 5 unsolicited calls the week of 9/25-9/27 alone. Multiple calls weekly going on for months from several phone numbers all from the same business. ********** ********** Trix or ***** has been on the other end of the phone every time I have answered. I have requested to speak with a manager and have requested a physical address and been denied both requests. This has become harassment and I would like to pursue formal charges with the fcc as well. My number is registered in the national so not call list.

      Business Response

      Date: 10/16/2023

      Due to privacy concerns, a formal written response will be provided directly to our borrower regarding this matter. Thank you for the opportunity to be of service. 

    • Initial Complaint

      Date:09/19/2023

      Type:Service or Repair 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.
      Repayment plan was set up on 7/2/23 for **** down and ******* for 8/23 and 9/23. Made last payment 9/2/23. Today 9/14/23 Im being told that that repayment was denied 7/24/23 and I owe for 9/23 payment also. The agreement was denied in 7/24/23 after I made the **** payment and no one informed me of denial. They still continued to take the ******* payments under the agreed repayment plan that they claim was denied. On 9/2 I was told that it was my last payment under the agreement and never was told it was denied. Today 9/14/23 I called and the Supervisor stated that the agreement never should have been made. This is the second time this has happened to me with this company and they refuse to make it right.The first time it happed I let it go because I know mistakes do happen and did what I needed to do. Today I decided to let someone know what this company does. Its repeated actions and the customer is left paying for their representatives mistakes. I have been told that its nothing to be done but coach the representative. The representatives are not knowledgeable nor know what theyre doing at all! One tell you one thing and when they get your payments they do something else with it with your account without informing you. I asked the Supervisor do you see where they mailed a letter of denial because they never sent one or informed me because they were still taking the agreed payments and she replied no but I do see where the agreement was mailed to you. She said they may have tried to call you on 7/24. I replied no maam and if they did why did they continue to take the agreed payments if the repayment was denied. If I was denied 7/24 why did they continue to take the payments under the agreement. She said the representative made a mistake. So they got $******* 9/2/23 out my account for my last payment and still want another 752 payment for 9/23 also. This is not fair to the consumer because of their mistakes and tell you they cant make it right.

      Business Response

      Date: 09/19/2023

      Due to privacy concerns, a formal written response will be provided directly to our borrower regarding this matter. Thank you for the opportunity to be of service. 

    PrimeLending, A PlainsCapital Company is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.