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Business Profile

Mortgage Broker

Primary Residential Mortgage, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mortgage Broker.

Complaints

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

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

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    Customer Complaints Summary

    • 39 total complaints in the last 3 years.
    • 6 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 type

    • Initial Complaint

      Date:12/08/2022

      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.
      We do not agree that we are actually in a hardship and that the PRMI has unlawfully not accepted our request to pay the mortgage and miscalculated that original repayment plan identified in August 2022.PRMIs policy is that when your account is delinquent you can not pay via the online portal, the portal is actually shut off and you are required to pay via phone with a $15.00 phone fee. We believe that PRMI is unlawfully collecting the $15.00 phone fee when knowingly shutting off the online payment portal. Misleading consumers about pay-by-phone fees" Based on the definition of a repayment plan at www.fanniemae.com we were not afforded the opportunity to spread the two (2) missed payments over a longer period of time. "typically your past-due amount will be spread out over a set time frame (e.g., 3, 6, 9 months) and added on to your existing mortgage payments. The definition states that a repayment plan allows you to bring your mortgage current over a period of time (up to 12 months). In August 2022 The calculation PRMI used of $3,160.37 for three (3) months does not equal two (2) missed mortgage payments. If the two (2) missed mortgage payments (less the $42 late fees were calculated to be repaid over three (3) months September, October and November, the schedule would have been:September $1,735.94 + $1157.29 = $2893.23 NOT $3,160.37 October $1,735.94 + $1157.29 = $2893.23 NOT $3,160.37 November $1,735.94 + $1157.29 = $2893.23 NOT $3,160.37 Even adding in the $42 late fees for the two missed payments the total is $2,935.23 NOT $3,160.37. What we found was that PRMI calculated in $995 of fees incurred in 2019-2020 listed as the Recoverable Corporate Advances and did not pertain to the two (2) mortgage payments we were looking for help with. And since we are unable to access our online portal with PRMI we can not definitive calculate if we owe any other $42 late charges which we would agree to pay within a reasonable repayment plan.

      Business Response

      Date: 12/08/2022

      Dear *****************************,

      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 ************** escension 1004012.

      Customer Answer

      Date: 12/08/2022

      Complaint: 18543363

      I am rejecting this response because: this is not a resolution from PRMI.  We are grateful that PRMI has sent our complaint to their resolution team and look forward to the response. 



      Sincerely,

      *****************************

      Business Response

      Date: 12/15/2022

      Hello ******************,

      Our servicing department is diligently working on a solution. 

      Customer Answer

      Date: 12/16/2022

       
      Complaint: 18543363

      I am rejecting this response because: this is not a resolution to the events in September.  We'd like to thank PRMI for looking into the resolution, as stated in their response.  We'd like the calculations of the payment plan that began in September 2022 to be outlined, in detail and all call recordings in September to be reviewed because we were given inaccurate information from the customer service representative, leading to the position we're in now.  We'd also like to request all transcripts for our phone calls beginning in July 2022 be set via email to **************************************************.  

      Sincerely,

      *****************************

      Business Response

      Date: 12/22/2022

      HI *******, 

      We appreciate your working with us  while we come up with a resolution. We are going to reach out to you outside of the BBB platform so communication can be more direct.  We will inform the BBB once a resolution has been obtained. Please feel free to reach out to us at ****************************. You will be receiving a follow up by Tuesday of next week. 

      Customer Answer

      Date: 12/22/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that follow-up outside of the BBB portal will be completed by 12/27.  PRMI will be submitting the final resolution to the BBB.  The is satisfactory to me. 



      Sincerely,

      *****************************

    Primary Residential Mortgage, Inc. is NOT a BBB Accredited Business.

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