Complaints
This profile includes complaints for Cornerstone Home Lending, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 14 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/21/2024
Type:Customer Service IssuesStatus: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 check from Cornerstone Home Lending on November 18, 2024 in the amount of $2,749.00 for payment of escrow to mortgager. I deposited the check in my bank account on November 18, 2024. On November 19th or 20th, 2024, a stop payment was placed on the check. I was not notified by Cornerstone that they were placing a stop payment on the check or why they were placing a stop payment on the check. Thank GOD I had money being deposited in the account that day because the bank was going to make me pay the stop check amount of $2,749.00. This was embarrassing and humiliating I have never had a stop payment on a check I deposited. I spoke to an agent at Cornerstone on November 21, 2024, and I was told they sent another check for the correct amount out to me, however, as I told the agent the bank is going to be hesitant to cash another check from Cornerstone due to the stop payment incident. I as the customer is hesitant to accept another check from Cornerstone. I am an African American because of this I am sure the bank thought the original check of $2,749.09 was some type of scam or fraud since the stop payment was placed. This is embarrassing and humiliating and caused me mental stress.Business Response
Date: 12/06/2024
Please find attached response to BBB Case # ********, a complaint submitted by Ms. **** ****. Please feel free to reach out with any questions or concerns.Customer Answer
Date: 12/10/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:07/05/2024
Type:Billing IssuesStatus: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.
Cornerstone Homelending is the company I have my mortgage through. I recently received a credit update the other day that cornerstone home lending has reported that my mortgage payment was 30days late causing my credit score to dramatically decrease. I mailed my check well over a month ago and have contacted the business on numerous occasions to verify if they have received my payment whether it has been processed or not or whether I need to submit a new payment and put a stop payment on that check that was previously mailed in the event it might have gotten lost in the mail. I was advised by their staff that their processing department was just slow and to give it time as it might not have been processed yet. Even after being in contact with cornerstone and being advised to just wait and not submit another payment they reported that I missed my payment to the credit agency causing my credit score to dramatically decrease. Attached are the screen shots of the call log that I had with the businessBusiness Response
Date: 07/19/2024
Please see the attached response.Initial Complaint
Date:04/10/2024
Type:Billing IssuesStatus: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 was referred to One of their lenders out of their Tulsa office by a realtor. I had discussed with the Cornerstone adviser our goals in homeownership. We sent him all of our financial documents to look over. We discussed him looking over it before we made any decisions to pull our credit. He agreed that he would not do anything until we were ready and agreed.
About a week after that whole discussion, my phone was berated by spam phone calls. This cornerstone employee went ahead and ran my husband and I’s credit seven days after discussing with us how he would not do that. We never agreed for him to do that. We never even signed an application or acknowledged an approval for him to run our socials. When I inquired why he did that we were left with a “ Im sorry, but it doesn’t really change your scores that much”.
It was brushed off like it wasn’t a big deal. It absolutely was a big deal to my family though. We now have a hard inquiry on our credit report for a mortgage we won’t be obtaining now. We are disgusted by this experience.
We did NOT fill an application out. We DID NOT agree to one being filled out for us. Our phone call with Corneestone was march 7th,….. yet an application was completed march 14th.Business Response
Date: 04/25/2024
Cornerstone Home Lending, a division of Cornerstone Capital Bank, SSB (“Cornerstone”) is in receipt of
the complaint submitted to the Better Business Bureau (“BBB”) on April 10, 2024, by Ashley *****. We
take all complaints seriously and have worked to review the totality of the circumstances. Further, we
worked with Ashley ***** to resolve the issues she raised.
As a result, we believe that we have addressed the concerns raised in this complaint.
Please note there are numerous state and federal laws that prevent us from sharing more detailed
information with the BBB. Accordingly, we have forwarded Ashley ***** a comprehensive explanation of
events, with supporting documentation. We are hopeful that our efforts in working directly with N Ashley
***** and providing her with a detailed response will help resolve this matter.Customer Answer
Date: 04/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
This company has stated that I agreed to my credit being pulled on March 14. There is no way that happened, the only time I spoke to that loan officer on March 14 was to question why my credit was ALREADY pulled. He hadn’t even spoken to me about pulling it. Also, by that time it had been a full week of even being in communication with him at all . I in NO way gave consent verbally or any other way.I have attached the outgoing phone call log (THAT I HAD TO REACH OUT TO HIM) that was over 20 minutes long inquiring why he did that to me, to which “Andrew” said sorry and just kept trying to explain why it really wasn’t gonna hurt my credit score that bad…BECAUSE HE KNEW I did NOT agree to it. There would’ve been no reason to explain something and say sorry to me if he had verbal consent.
HE messed up & ran it. I just want the hard inquiry removed.
Business Response
Date: 04/30/2024
I have worked with Ashley ***** to resolve this matter.
Best regards,
Biana *****
******** ** ******** ************ **********
******* ************ ********* *****
**** **** **** ***** ***** ***
******** ** *****
*********** **** ******** * ******** ** *********** ******* ***** ***
****** ***** **** *** ***** ***** ******* *******Initial Complaint
Date:12/21/2023
Type:Product IssuesStatus: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 purchased new home insurance 12/24/2022. I paid for one month pre paid and the rest was escrow. ***** never sent the paperwork to my lender (cornerstone lending) and I was hit with an LPI after my lender told me, 10 months later that I didn't have insurance on my home. I tried to get a refund for the one month prepaid and my lender denied me. ***** did an "investigation" and said that their address is the correct address, and cornerstone didn't do their job. Both are blaming the other party. Meanwhile I had to pay an 2,750 for 10 months of insurance when the premium for ***** was around 1,100.Business Response
Date: 01/09/2024
Cornerstone Home Lending, a Division of Cornerstone Capital Bank, SSB (“CHL”), is in receipt of the
complaint submitted to the BBB by Mr. Muzamil S. ***** on December 21, 2023. We take all complaints
seriously and have ensured the totality of the circumstances were reviewed in preparation of our
response.
Please note, there are many state and federal laws that prohibit us from sharing non-public personal and
financial information about Mr. Muzamil S. ***** with third-party entities such as the BBB. As a result,
our servicing department has reached out directly to Mr. Muzamil S. ***** to work through the issues
outlined in the complaint. In addition to working with Mr. Muzamil S. ***** directly to resolve this
matter, we have also provided him with a detailed response.
It is our understanding that the concerns and allegations outlined in the complaint have now been
resolved. If Mr. Muzamil S. ***** has any additional questions, please have him call Jenny Suh, Customer
Advocate Team Member, at (303) 5862100 est. 81164.Customer Answer
Date: 01/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.I have not received any communication from cornerstone since I filed this complaint. Nothing has resolved this issue. I don't know what they are talking about. They do not want to work with you, as they know they are incorrect in what happened.
Please give me a call if you need more clarification. **********
[Provide details of why you are not satisfied with this resolution.]
Regards,
Business Response
Date: 01/25/2024
Cornerstone Home Lending, a Division of Cornerstone Capital Bank, SSB (“CHL”), is in receipt of the
complaint submitted to the BBB by Mr. Muzamil S. ***** on December 21, 2023. We take all complaints
seriously and have ensured the totality of the circumstances were reviewed in preparation of our
response.
Please note, there are many state and federal laws that prohibit us from sharing non-public personal and
financial information about Mr. Muzamil S. ***** with third-party entities such as the BBB. As a result,
our servicing department has recently reached out directly to Mr. Muzamil S. ***** to work through
the issues outlined in the complaint. In addition to working with Mr. Muzamil S. ***** directly
to resolve this matter, we have also provided him with a detailed response.
It is our understanding that the concerns and allegations outlined in the complaint have now been
resolved. If Mr. Muzamil S. ***** has any additional questions, please have him call Jenny Suh,
Customer Advocate Team Member, at (303) 586-2100 est. 81164.Initial Complaint
Date:11/16/2023
Type:Product IssuesStatus: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.
On 10/04, I contacted the company asking to remove the homeowner insurance from my escrow (as I want to pay it by myself). The company informed me there is a "processing fee" equal to .25% of the Unpaid Principal Balance, which is $514.59. The processing fee isn't mentioned/disclosed anywhere on any contract/agreement that I signed with them when opening my loan. So, I asked them to point it out and they couldn't.
After escalating the issue and getting on the phone and several emails exchanged with Toni *****, Sr. Executive Services Representative, they claimed that because they signed agreements with other parties/investors, so they had to follow their guideline. I told them that whatever agreement they signed with a 3rd party is not my responsibility because it wasn't disclosed to me or agreed by me. If a fee must be paid, it is their responsibility to paid the fee, not me. Yet, they still want me to pay the fee to get my request completed while none of them can point out where the fee is disclosed.
I have another loan with another company and they completed my request without any question or fee required. I believe CornerStone Home Lending is trying to illegally squeeze money out of me.Business Response
Date: 12/05/2023
Cornerstone Home Lending, a division of Cornerstone Capital Bank, SSB, is in receipt of the complaint submitted to the BBB by Nghi ****. We take all complaints seriously and have worked to review the totality of the circumstances. Further, we worked closely with Nghi **** to resolve the issues they raised.
As requested, we agreed to waive the processing fee and remove the insurance portion of the escrow effective with the January 1, 2024, payment. As a result, we believe that to date, we have addressed all concerns raised in this complaint and in conversations with Nghi ****.
Please note there are numerous state and federal laws that prevent us from sharing more detailed information with the BBB. Accordingly, we have forwarded Nghi **** a comprehensive explanation of events, with supporting documentation. We are hopeful that our efforts in working directly with Nghi **** and providing them with a detailed response of events and the steps we took to remediate any issues will help resolve this matter.
Customer Answer
Date: 12/06/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:08/08/2023
Type:Customer Service IssuesStatus: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.
Hi,
I was approved to get assistance with my mortgage through the SC Homeowner's Rescue program on June 1st, 2023. The program stated they sent payment to my mortgage company on June 23, 2023. I have made numerous calls to both the SC program and my mortgage company, the SC program put in 2 escalations on their end and the only update they had was that they are communicating with my lender. When I call Cornerstone they state they haven't heard anything from the SC program or received anything. Some of the representatives at Cornerstone are nice and others not so nice. I was told by a representative last week that my house went into foreclosure and that their is not date set just just when I was previously told by another representative that I was good they're just waiting on the payment from the SC program to bring me up to date. I called Cornerstone again and another representative stated my house not up for foreclosure and apologized for the misinformation. Also one representative did state that if the payment was mailed their mailing and processing department isn't the greatest and is slow. I doubt if it takes a month and a half to process a payment. This entire process has caused me a lot of anxiety and my credit keeps taking major hits due to missed payments. I'm desperately reaching out for assistance with seeing if more could be done with my mortgage lender to see what happened to the payment that was sent to them or if the payment can be located or if the person they have working with the SC program can try another tactic to expedite this process, This makes the third time I have received assistance and a payment was sent on my behalf and it took forever to process. The first time I got approved for assistance it was with the same program it took 3 months for them to enroll in the program and receive payment. The second time was assistance from my employer and it took over a month for them to process payment and apply to my account.Business Response
Date: 08/25/2023
Cornerstone Home Lending, a Division of Cornerstone Capital Bank, SSB (“CHL”), is in receipt of the
complaint submitted to the BBB by Ms. Shameka ******** August 9, 2023. We take all complaints
seriously and have ensured the totality of the circumstances were reviewed in preparation of our
response.
Please note, there are many state and federal laws that prohibit us from sharing non-public personal
and financial information about Ms. Shameka ****** with third-party entities such as the BBB. As a
result, our servicing department has reached out directly to Ms. Shameka ****** to work through this
issues outlined in the complaint. In addition to working with Ms. Shameka ****** directly to resolve this
matter, we have also provided her with a detailed response.
It is our understanding that the concerns and allegations outlined in the complaint have now been
resolved. If Ms. Shameka ****** has any additional questions, please have her call Tamara Twomey,
Customer Advocate Team Member, at (303) 957-2545 est. 81065.
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