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Business Profile

Mortgage Broker

PrimeLending, A PlainsCapital Company

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/13/2023

      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.
      Company keeps reporting 120 days late constantly every month and keeping my credit score down knowingly reporting false information to the credit agency Equifax. I would like this removed from my credit report due to the invalid information being reported.

      Business Response

      Date: 09/13/2023

      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:07/14/2023

      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.
      ***************** was given permission in April to run my credit one time. Since then she has run my credit three additional times without authorization. I know because I keep getting the email.

      Business Response

      Date: 07/17/2023

      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: 07/17/2023

      I am rejecting this response because: it doesnt solve my problem. I can provide proof of your representative running my credit months after. This is fraud. Is this your policy on how to treat customers? Steal their identity so you can later run their credit whenever you get a whim. This rep knew I dont want to deal with her. The first time she ran it after I had already been denied, I cussed her out. I also informed her not to run my credit again because of her poor customer service I wouldnt in a billion years go through this company. 

    • Initial Complaint

      Date:07/11/2023

      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 house was burned down 9-1-2022. Insurance Company sent check of ********* to prime lending. They put it in a restricted escrow account and did not tell us they had it. I was calling to find out the status for months. They deposited money on 11-17-22. Finally found out they had it in march/April. Primelending website stated that payoff was *********. I was told to send a letter stating I wanted money in escrow used to payoff the loan which I did. Called back to get updated and was told I needed to contact another division to get a payoff amount. They said it would be on the website in a few days. I checked website the following week and it stated the payoff was ********* I sent that into them like required and waited. I was told it would be processed and then the deed would be sent to me. I never received anything so I started calling to check the status again and was told it was being processed for a couple of months then 6-19-23 I was told it was denied because payoff was *********. Every time I called them I would have to tell them the entire story then get passed around to several people and tell them the same thing until someone would finally tell me it was being processed and to call back in a few weeks. I kept being told it should be paid off so dont send payment until processing is complete. My loan should have been paid off in November 2022 when they received the insurance check. Instead they put it in escrow. Would not tell me they had it. And keep adding fees and late charges to account. Now I have just been served foreclosure papers. I have been told repeatedly that they were processing things and the funds would be moved over and loan paid off. They want to keep the insurance money which is enough to pay off loan and the property plus make me pay additional Lawer fees and charges regarding foreclosure.

      Business Response

      Date: 07/11/2023

      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:06/21/2023

      Type:Service or Repair 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.
      I started my process with Prime lending months ago. Turned in the paper work I was asked for and was approved. With ****** In down payment assistance. Pending that I completed a class. After weeks of searching I finally found one I loved in a rural area and the info was sent to the lender. The lender said , perfect and proceeded with the approval letter. We put up the offer and the seller settled at a price and accepted. Next I paid a due diligence on f 900 and went under contract then found out later the property still had a appraisal that didnt expire til today. Meanwhile I was taking the required class. Until we could do appraisal. Suddenly the next day. I get a text saying. I cant get the down payment assistance because its a manufactured home. Yet the company knew this and claimed they just found out. So I told the lender and she said it was management and they never wanted to take a chance on it but they made an exception and they allowed me to pay the appraisal and due diligence anyway . They said they are not at fault in this situation. Now I stand to be homeless for assuming I was closing on June 26

      Business Response

      Date: 06/21/2023

      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. 

      Customer Answer

      Date: 06/21/2023

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:06/01/2023

      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.
      On May 8 an insurance bill for $1033 was paid out of my escrow account. The fire insurance did not belong to me. I have been trying to get reimbursed for this money since the occurrence. Every week I get a different story. This needs to be refunded immediately along with any interest that might have been paid on it. CENLAR for PrimeLending has been awful to deal with. My name and address did not appear on the bill they paid and they give no reason how this happened. Also, the bill was for insurance that expires May 1. I purchased my place last August so I could I have a policy that was going to expire in May? Very sloppy and incompetent bookkeeping.

      Business Response

      Date: 06/02/2023

      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: 06/02/2023

      I am rejecting this response because:   the problem still exists, and I have not received reimbursement into my escrow account also due is any interest that *** have been lost since May 8. Also, I expect a letter from the *** of PrimeLending concerning this matter. Should never have happened!

    • Initial Complaint

      Date:05/04/2023

      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 paid a rate lock fee with PrimeLending in May of 2022 for a new construction. Fast forward to a couple weeks ago, and they denied my loan 6 days prior to their stated closing date. That is a whole different issue, as other lenders after the fact were able to get it done with no issues. However, I have been trying for nearly two weeks to get a response and movement on refunding my rate lock fee of $3,800, to no avail. No one from PrimeLending will respond to e-mails, voicemails, or texts regarding this refund, and I need a timely resolution to this in order to get my money back for their failure.

      Business Response

      Date: 05/09/2023

      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:04/04/2023

      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.
      I purchased my home on 5/21/2022 and during the home buying process, my mortgage specialist had presented to me a mortgage tax credit (MCC) through the **** ************************* that would give me a tax credit of 40% of my interest paid up to $2,000 a year. He told me that I would need to pay an application fee of $500 for this but that I shouldnt worry because it would be included in my closing costs. The closing went smoothly and I didnt assume anything was off nor was my closing statement gone over with me in detail. I just provided the cashiers check and they provided the documents. 2 weeks ago while getting everything together for my taxes I noticed I never received anything about the certification for the **** I called the lender and explained to them what was going on and asked if they had a copy of it. I was informed that I was never applied for the *** and was never charged for the certification. I told them that I was told I would be and I expected them to fix it as I didnt deserve to miss out on the tax credit benefits for first time home buyers especially since their representative told me I would be able to get this credit. They informed me that they would look into it and call me back. Theyve never called. This is a potential tax credit of up to $60,000 over the 30 year life of my loan. I want this fixed because I dont deserve to lose $60,000 over their mistake.

      Business Response

      Date: 04/05/2023

      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: 04/14/2023

      I am rejecting this response because:   

      I have not yet been contacted regarding my issue. 

      Business Response

      Date: 06/05/2023

      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:09/29/2022

      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.
      Company administiring VA loans refused to left me make a payment on my mortgage unless I paid the full amount due (10k). I offered to make a 5k payment and they told me that I couldn't pay anything unless it was the full balance. They refused to let me pay my bill. I ended up paying the 10k but there was no reason I couldn't make a partial payment. This is not the first time I've had issues with the servicing company that Prime Lending uses- not taking money out of my account after a scheduled transaction, saying that confirmation numbers don't mean anything, charging me money down on a VA loan that is no money down.

      Business Response

      Date: 11/22/2022

      Business Response /* (1000, 5, 2022/09/30) */
      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:08/30/2022

      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.
      I have my house with this company I have been having problems with them since my 2 month of making my payment. They have lost money orders in which I had to pay to have the payment stopped on them. After that I gave them my bank information to put in the system to do automatic drafts. They input information in wrong which cause my payment to be return. When I call up numerous of time I receive no help was told they had to take my information and a supervisor would contact me in 3 business days. I still didn't get help from him when he called. I have been paying extra money on to get things resolved that they should be taken care of. Then at the end of there investigation nothing is done no follow or nothing. Today I received a statement with a return check fee on it and I have not done automatically draft on my account since the 2 month of my load and I've had this loan since April 21,2021. When I called the continued to to tell me that I made the payment why I kept telling I didn't the bank account has been close for almost two months since I don't use it. I am so tired of the fees being added to my account and when I call up no one can explain to why. When I send payment in it takes them almost 3 weeks to apply the payment to my account.

      Business Response

      Date: 11/18/2022

      Business Response /* (1000, 5, 2022/09/01) */
      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.


      Consumer Response /* (3000, 12, 2022/09/12) */
      I have had a man in a gray truck stop in the front of my home taken pictures on Friday and I had a lady come to my door this morning 09/12/2022. Which I have on camera tape paper on my door for me to fill out information to request a extension. I did not request that paperwork. I have not spoken with anyone from prime leanding since someone called and let me know that they have received my case.


      Business Response /* (4000, 16, 2022/09/28) */
      A response letter was mailed to the borrower on 9/14/22 and this matter has been closed.

    • Initial Complaint

      Date:08/05/2022

      Type:Product 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.
      They requested an appraisal deposit $495! On July 29,2022 it was completed and paid. On August 3 2022 they knew prior to the appraisal that the terms were changed, but failed to advise me of this issue and knowing this would not meet my needs, there fore misleading by sending a revised GFE that was incorrect, did not have the new and revised information in it.
      If I was given notice as prescribed by law, I would not have allowed the appraisal take place.
      These people are unethical and will tell you anything to complete a loan their way. I think they feel once you get financially invested, you can't get out of their lending practices.

      Business Response

      Date: 09/28/2022

      Business Response /* (1000, 5, 2022/08/08) */
      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.


      Consumer Response /* (3000, 7, 2022/08/09) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Under review


      Business Response /* (4000, 12, 2022/08/22) */
      Response letter was issued to the borrower on 8/12/22.


      Consumer Response /* (2000, 14, 2022/08/23) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Company refunded the appraisal costs no further action is required.

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

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