Complaints

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

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Primary Residential Mortgage, Inc. has 243 locations, listed below.

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  Primary Residential Mortgage, Inc.

  1480 N 2200 W Salt Lake City, UT 84116-4127

• 

  Primary Residential Mortgage, Inc.

  1165 E Wilmington Ave Salt Lake City, UT 84106-2850

• 

  Primary Residential Mortgage, Inc.

  2435 W 450 S Pleasant Grove, UT 84062-3159

• 

  Frost Mortgage Banking Group

  2051 Wyoming Blvd NE Albuquerque, NM 87112-2615

• 

  Primary Residential Mortgage, Inc.

  8350 E Raintree Dr Ste 105 Scottsdale, AZ 85260-2691

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:02/19/2025

  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.

  Not getting proper information on my home loan concerning escrow. PRMI is paying insurance company before getting a invoice for insurance.PRMI payed the insurance twice in2023 and has caused problems with escrow ever since. I have spent many hours on the phone with PRMI trying to get problems resolved. PRMI will tell me the problem is resolved then I will call PRMI back only to find out the problem has not been resolved.This is causing me a great deal of unnecessary stress that has a negative impact on my health!!!

  Business Response

  Date: 02/19/2025

  Thank you for sharing your remarks regarding our Servicing Team. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing the information you sent, and a response will be supplied as soon as possible. If you wish to speak to someone on our team directly, you may contact a customer service representative by calling **************. 

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22962104
  
  I am rejecting this response because i have been told this before. I will give PRMI time to address my concerns and expect PMRI to contact me thank you
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/21/2025

  PRMI was able to successfully contact the borrower and work with them on a resolution regarding their inquiry . 
  

• Initial Complaint

  Date:02/11/2025

  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.

  Mortgage Company released over 10,000 in Escrow funds to the homeowners HOA on the premise of a Threat of a Lien, not a filed Lien . The amount asked by the HOA was based on a combination of past due common fees and alleged Violations. We are not disputing these past due Common fess. ( Despite Homeowner being locket out of making the payments in the payment portal to the HOA since July 26th 2024.) The alleged Violations noted in the request from the HOA were unsubstantiated due to the fact that there were no guidelines in the HOA docs/bi laws referenced to the fines being imposed. The HOA Atty and the Homeowner's Atty were in constant contact and negotiations to actively working toward a settlement./resolution. The mortgage company did not vet ANY of the Allegations to confirm what they were based on nor did they never even spoke to the HOA Atty, the homeowner or the Homeowners Atty. the just released the funds solely based on an unitemized invoice they received from the HOA's Atty and the threat of a lien if it was not settled.. Homeowner reached out multiple times to the mortgage company to explain the situation asking to hold off for 30 days before disbursment and to vet the allegations and was told the funds would be released w out HO consent. She also was told by two supervisors that an Escrow Analysis would not be ran until June and she would have until August first to\replenish /rectify the situation w the Escrow account to avoid an increased mortgage payment). . Homeowner and the Attys were actively working on the settlement and based the negations on this payment date of Aug 1st . Homeowner then received a letter on Feb1 from the mortgage company stating that if the Escrow is not replenished by March 1 not August 1 2025 The monthly mortgage payment would increase to more than double . Her only option would be to pay it or go into forbearance while the settlement was being negotiated which would significantly impact her credit .

  Business Response

  Date: 02/11/2025

  Thank you for sharing your remarks. We are focused on
  addressing all customer feedback and are committed to achieving the highest
  level of customer satisfaction. Our resolution team is currently reviewing your
  information, and a response will be provided as soon as possible.

• Initial Complaint

  Date:08/19/2024

  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.

  I purchased my mortgage through this company in 2016 and it was immediately sold as expected. I had a decent experience.The advisor I worked with moved on and my file was passed to another advisor (*********************) who has been incredibly aggressive and misleading in our dealings. I have told him and his agents repeatedly to never contact me by any means but they will not cease. Do not do business ever with this company, they can not be trusted with simple communication.

  Business Response

  Date: 08/20/2024

  Thank you for sharing your remarks regarding your experience with our branch. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing your information, and a response will be provided as soon as possible. If you wish to speak to someone on our team directly, you may contact our corporate office at **************. 

• Initial Complaint

  Date:08/13/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 have been trying to get Private Mortgage Insurance removed from my mortgage payment for months, as my loan value is less than 80% of my home value. I received confirmation by the business on August 5, 2024, that they submitted for the Private Mortgage Insurance to be removed and that the process would take 3-5 business days. The timeframe provided has expired, and I have not received confirmation that they have removed PMI. I have attempted to handle this on previous occasions as well and have had lack of follow through from the company. Now that I have their written confirmation they submitted for removal, I assumed they actually did it, but I don't trust that they're going to follow through, and the timeframe they said it would take has already passed.

• Initial Complaint

  Date:06/09/2024

  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.

  I paid my February 2024 mortgage payment in the amount of $555 when my statement said $555.55. This was the first time in years, I have accidently left off .55. I have a history of on-time payments for 5+ years. Rather than reach out to me, PRMI put my loan in default over 55 CENTS and reported me to the credit bureau thereby lowering my score. PRMI did not deliver on its mission statement to "... finance homeownership goals through a positive and personal experience." In fact, it did the opposite and provided a negative, impersonal experience because of 55 CENTS. Upon realizing the error (because PRMI put me in default and sent me a certified letter for the 55 CENTS,) I paid the 55 CENTS and I even paid the late fee for the insignificant 55 CENT oversight with no complaints. I also prepaid the next month's mortgage statement so I am now a month ahead on payments. However, I want PRMI to let the credit bureau know it was an error so that the credit score is not impacted over, dare I say it again, a mere 55 CENTS!! I have called into PRMI and while on hold, listened to their core values on their phone hold recording which include..."What's good for the customer is good for us", "We are allies for our customers", "We want to earn your trust by making the right choices", "Our primary focus is you"I am asking them to make me the "primary focus" and be my "ally." PRMI failed to notify me in a timely manner of the .55 shortfall and due to its delay and failure to just pick up the phone and call me, I was not notified in time to mail them the 55 cents before they contacted the credit bureau.I am simply asking for PRMI to tell the credit bureau that my payment was not late thereby removing a ding which can last 7 years OVER 55 CENTS. Please, do "what's good for the customer."

  Business Response

  Date: 06/10/2024

  Hello,

  Dear *******,
  
  Thank you for providing this inquiry to Primary Residential Mortgage, Inc. (PRMI). PRMI is focused on addressing all customer feedback and is committed to achieving the highest level of customer satisfaction.
  The inquiry and loan file were thoroughly reviewed to provide the following response.

  In the inquiry, you raised concerns regarding the following matter:

  Credit Reporting
  

  
  In your inquiry you, requested an adjustment on your credit report for the negative reporting for PRMI After a full review of you account, we confirmed that your March 2024 monthly mortgage payment was
  reported as delinquent due to this payment received on April 16, 2024 and we confirmed that your March 2024 monthly mortgage payment was reported as delinquent due the payment received on April
  16th, 2024. PRMI has verified the information sent to consumer reporting agencies on the above referenced account. Our verification is based on a review of PRMIs records and the information for this
  account on your credit file at the consumer reporting agencies to which your account was reported, which could include Equifax, Experian, TransUnion, and Innovis. PRMI has completed the investigation of your
  dispute and confirmed that all information reported was accurate. 
  
  PRMI appreciates the opportunity to address your concerns. If there are any further questions or concerns, we are happy to discuss. Please contact ************* at ************** between the hours
  of 7:00 a.m.-5:30 p.m. MT Monday through Friday or visit our website at primeres.com. 
  
  
  Sincerely, 
  Loan Servicing Division
  Primary Residential Mortgage, Inc. 
  PO Box 16690 
  *****************************;

• Initial Complaint

  Date:05/15/2024

  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.

  This morning I went to pay my mortgage within the grace ******* I typed in the value I owed and was charged for 2 months instead of one. so instead of taking the $2,988 it took $5,988. which covers May and June. I only put in to pay **** This has now caused me a hardship as I was not prepared to pay June.There is no way to reverse the payment on the website and fix it. This is not the first time I have encountered shady practices on their website. I would never recommend this business to anyone.

  Business Response

  Date: 05/15/2024

  Thank you for sharing your remarks. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our team was able to delete the incorrect maintenance altogether and take the correct payment amount over the phone with the client. 

• Initial Complaint

  Date:01/29/2024

  Type:Billing 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.

  My mortgage payments processed through NASA Federal Credit Union, on December 29 for January 2024, was rejected several times by Primary Residential Mortgage stating "No Account". My mortgage has been paid thru this same system with the same account number **********, in the same manner for 3 years, the very beginning of this loan. I was advised of ongoing problems with PRMI's system returning/rejecting payments by an employee within their company. She advised that "this problem was suppose to be fixed". I received several phone calls advising that my mortgage was late. I received a letter dated January 16, 2024 stating that now owe $3,375.64 and threatening a late fee of $48.42 and reporting to credit bureau. A THOROUGH REVIEW OF MY PAYMENT HISTORY WILL REVEAL THAT MY PAYMENT ARE ALMOST ALWAYS PAID THE END OF THE PRECEEDING MONTH. I AM NOT BEHIND IN Y PAYMENTS. This is so very disturbing not to mention erroneous. It's time to pay my February mortgage. I fear that it will be returned also. I am a 71 year old senior maintaining my home and caregiving a sick husband and grandchild. This only adds to my stress level.

  Business Response

  Date: 02/09/2024

  Thank you for sharing your remarks regarding our Servicing
  Team. We are focused on addressing all customer feedback and are committed to
  achieving the highest level of customer satisfaction. Our resolution team is
  currently reviewing the information you submitted, and a response will be
  provided as soon as possible. If you wish to speak to someone on our team
  directly, you may contact a customer service representative by calling
  ###-###-####.  

  Customer Answer

  Date: 02/14/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/05/2024

  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.

  I purchased a home where Primary Residential took over the mortgage for 1 month, December 2023.I have been calling them for almost the entirety of December up to todays date. They were given the information to take a mortgage payment, however no payment was removed from the account. The bank stated no attempts were made. PRMI stated that I gave them the wrong information, even though I had the employee on the line read back the information, matching my accounts. I am a month past on this mortgage now and cannot get them on the phone to get my information so I can make a payment, but they will send threatening letters.

  Business Response

  Date: 01/05/2024

  Thank you for sharing your remarks regarding our Servicing Team. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing the information you sent, and a response will be supplied as soon as possible. If you wish to speak to someone on our team directly, you may contact a customer service representative by calling **************. 

• Initial Complaint

  Date:06/05/2023

  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.

  1. They requested my tax bill what they received does not belong to me or my home address (they admitted that it doesn't belong to me) and adjusted my escrow grossly by 4.5X due to this tax bill that doesn't even belong to me - they wont do anything about it - they are charging me $130/month due to their error and simply wont help me. I would like the overage of funds to be deposited towards my principal balance at the time of receipt. 2. They issued a refund check to me for the overage in the escrow - i cashed the check and the check came back with a stop payment - i called and their reason is "the check is only good for 45 days" Guess what the check says that its good for 90 days - what a joke. I ask them if they stop pay the check after 45 days (which is 3 weeks ago) are you just going to keep that money - since it has yet to show up back in my escrow account.

  Business Response

  Date: 06/05/2023

  Thank you for sharing your remarks regarding our Servicing Team. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing the information you submitted, and a response will be provided as soon as possible. If you wish to speak to someone on our team directly, you may contact a customer service representative by calling **************.  

• Initial Complaint

  Date:05/06/2023

  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.

  ******************************* of Primary Residential Mortgage tried to tell me that he did not know what the Service Member Civil Relief Act was, and when I explained it to him he told me he knows exactly what it is and that he does not care, because my credit is not perfect so he cannot make money off of it if he follows it, even if he is mandated to by law. He refused to do business with me after finding out that I knew about the **** and hung up the phone on me and told me outright businesses would not do business with the military if they had to follow that regulation, because they would not be able to make money off of the military members. This is also discriminatory as he is refusing to do business with me because I am in the military.

  Business Response

  Date: 05/08/2023

  Thank you for sharing your remarks regarding your experience with our branch. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing your information, and a response will be provided as soon as possible. If you wish to speak to someone on our team directly, you may contact our corporate office at **************. 

  Customer Answer

  Date: 05/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I await their communication on this matter.
  
  Sincerely,
  
  *********************