Complaints

This profile includes complaints for Lower.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Lower.com has 4 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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Lower.com

  8131 Smiths Mill Rd New Albany, OH 43054-1183

• 

  Lower LLC

  8621 Robert Fulton Dr STE 150 Columbia, MD 21046-2637

• 

  Lower LLC

  8621 Robert Fulton Dr STE 150 Columbia, MD 21046-2637

• 

  Lower LLC

  8621 Robert Fulton Dr STE 150 Columbia, MD 21046-2637

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:03/14/2025

  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.

  We reached out to this company and several others during a refinance process from a construction loan. We reached out in January.

  As of ***** we have now been emailed requesting documents about 2 dozen times. We have submitted over 300 separate documents every single time requested within a few hours. Every time we submit documents the underwriter (or whoever, we are really not sure at this point as there is no communication apart from asking new and ridiculous repeats for the same information.) takes 3-5 business days to respond and request MORE documents.

  We put off paying a mortgage payment on 03/01 because we were told we would close by then. Since that time we have had 5 separate emails requesting more of the same documentation theyve had 2 months to collect.

  We hear nothing unless its bad news. We are so tired and stressed as this process has taken considerably longer and the underwriters lack of urgency is causing this process to have ramifications downstream as we need to convert the construction loan or lose the house.

  We picked lower.com as we were told repeatedly they could easily close a loan in 30 days. Your underwriter is making that impossible and no matter how often and how quickly we submit documents they Still take DAYS to review even the easiest of documents.

  This has cost us so much money. We should have gone with someone else. We want this escalated and a resolution done quickly at this point. 3 months for a refinance is absolutely ABSURD when we have provided every single bit of documentation promptly.

  Business Response

  Date: 03/17/2025

  First and Foremost, we apologize for the experience that Mr. **** is having with their loan application. 
  We thank Mr. **** for raising their loan application concerns to our attention. 
  
  After a review of the complaint regarding the purported issues applying to their  transaction, we can understand Mr. ****** frustration. We are bound by the complex federal and state laws regarding the ability to repay regulations that are in place. 
  With the various income sources, we are required to ensure all information is documented correctly.
  Our team is working diligently to ensure that all documentation reflects Mr. ****** income and complex scenario accurately. 
  Again we apologize for the frustration that Mr. **** is having, as it our intention to close his loan.
  Thank you

• Initial Complaint

  Date:12/31/2024

  Type:Customer Service 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.

  In August 2024, we ( my husband *** * ******* and myself, ****** * *************** tried to get a refinance mortgage of our condo with ***** **** ***** ******** of Lower Financial. We were trying to refi our condo for anniversary trip in October 2024. ***** assured us..

  Our credit scores were low 700 score. We provided documentation. Jon is on permanent disability and I am his full time caregiver. Our combined income is approximately $43,000 up to $45,000. He assured we would be closed before the trip October 1st. It was initially going well. We explained that my income is none taxable and sent all documentation to prove why it is. We explained that our HOA doesn’t except FHA. He still said that it will be alright, we will still get the loan. We didn’t hear from ***** for awhile, although I was constantly reaching out to him.

  The window to close in August came and went. ***** told me he had Covid and the application lapsed… we had to start all over again. He said it will be done before the trip October 1st, so we would have our cash. During this time, I am paying for everything using our credit cards to pay for our trip. As we were getting closer, we paid for the appraisal, and he said there was a new loan for condo owners. We were excited. It required more money on top of the appraisal fee. Both fees would be approximately $1140 total. We allowed ***** to charge it to our ******* *** ***** credit card. We e-signed our loan agreement thinking it would be done.

  The closing window came and went. We went on our anniversary vacation from Oct 4 to Oct 13th. He assured us that we would close by the end of October. October came went.

  I kept trying to reach ***** in November. My calls, texts, emails started to become unanswered. I told him, via email and text to mail all of our documents back, and return the charges to our credit card. Again, no response. This last email/text was November 26, 2024

  This entire process took our credit score from 700 to 580.

  Business Response

  Date: 01/08/2025

  Hello ****** , Thank you for providing your feedback. We want to apologize for any unmet expectations. Unfortunately, since the  fees that were collected are for 3rd Party Services that were completed, we cannot refund those.
  Further we cannot have an impact on your credit score.
  We have shared your experience with the appropriate parties. If you would like to provide more information, please contact us at your earliest convenience at **************. Thank you - Lower.com Customer Care

  Customer Answer

  Date: 01/08/2025

  This is the answer to Lower as a direct correspondence after receiving the apology from Lower.com

  Good afternoon, thank you for your company’s apology. The underlying issue was ***** **** ****  dropped the ball under your company. Our credit score was in the low 700’s my husband is now doing debt consolidation… I don’t think you truly understand the gravity of this situation, we trusted your company we trusted, *****. My husband is disabled, I am a full time caregiver with no other income. 
  
  This process started in August 2024, up to November 26.We wouldn’t even receive a call, text or email regarding anything. 

  
  The monies that was going to be pulled out from the refinance with Lower, was what we were going to use for our wedding anniversary trip. We were forced to use our credit cards for our trip. Each time the excuses ***** had COVID19,  then he had the flu, then he got busy, then the new Condo program, then we are waiting for the underwriters, etc. Early in the process, we offered an out to *****, he told us he can do the refinance.  We wouldn’t be having this discussion if he had simply said it wasn’t feasible to do, if that was the case… however, we don’t know why, because he never communicated what the problem was and the delay other than excuses. 
  
  
   We also sent all our physical documents to ***** including the only copy of our condo bylaws, we want our documents return to us. 
  
  
  We have all the texts and emails. Your company needs to refund by a check now, because that credit card is now in debit consolidation. It doesn’t matter it was a third party, Lower needs to write the check for $1140 and write it off your company expense.
  
  Can bad debt be written off on taxes?
  
  You may deduct business bad debts, in full or in part, from gross income when figuring your taxable income.Nov 22, 2024
  
  *******************
  
  You must generally amortize over 15 years the capitalized costs of "section 197 intangibles" you acquired after August 10, 1993. You must amortize these costs if you hold the section 197 intangibles in connection with your trade or business or in an activity engaged in for the production of income.
  

  Sincerely,

  ****** ** ************** and *** ** *******

• Initial Complaint

  Date:10/09/2024

  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.

  Lower.com rep ***** ****** was my primary point of contact. initial call In early January 2023 we covered my application for a VA home loan refinance. Mr ****** informed me Lower.com offered Free refinances throughout the life of the loan, Even confirming on a call the 17th of January this applied to the loan even if it was transferred to another bank. VA loan paperwork had been sent to me for signature.

  Then before closing, on March 19th another loan agreement marked as conventional was sent to my user portal for signature. The interest rate was higher than discussed, and it was no longer a VA loan. I sent an email that day to ***** ****** who told me “it’s a temporary step, the moment we get this signed we will roll it right into a VA Heloc loan with the better interest rate.” The reason for this he provided was that the former loan company didn’t convert the title on the mobile home to a deed and the VA cannot finance a title, it had to be recorded correctly first.

  I was assured the moment this conventional loan was signed and recorded we would convert this to a VA loan with the better interest rate. This conversation was followed up by a text message from Mr ****** saying “we have to go conventional on this first one….once we do this one it will then be recorded and we can either do a conventional rate and term rate reduction or VA IRRRL like we talked about” The moment the conventional loan was signed I reached out to Mr ******, and the other two associates i talked with (**** ******* and ******* ********)...none of these employees returned my communications…

  I had been baited and switched at the last moment into a higher interest rate mortgage, and left without the promised VA loan ‘Free’ Refinance. They had Mr ****** contact me after i complained.. He told me OCT is when they can fix this, but they have all dodged the 'free' part of the promised services, ignored the facts around how we got into this position, and I am still in the wrong loan..

  Business Response

  Date: 10/16/2024

  Hello *****,
  Thank you for taking the time to express your concerns.
  After a review of your complaint and seeing if other loan products were available.
  At this time there is no net tangible benefit for you to take a higher rate and/or payment, with a different loan product.
  We will continue to monitor the market and our products to ensure benefits for all our customers.
  Please email ************** with any additional questions. 

  Customer Answer

  Date: 10/21/2024

  I am rejecting this response because: 

  1. Your message is not aligned with the pitch given to me by your sales rep *****, who told me he contacted me because 'it was on his google calendar to follow up with me' and there are better interest rates now

  2. in Help Ticket# ****** i requested a different sales rep to have my loan fixed after my experience with ***** ramming a loan through with a false premise

  3. See attached email where I reach out to Lower.com asking why the loan docs sent to me for signature had a different mortgage than i was told i would have - NOTE: I was not informed of the change, but pressured to sign

  4. The service rep in bullet 3 messages ***** who calls me to re-assure me that this is a temporary step until the mortgage is recorded, Message in attachment "Message from *****"

   I was told in the phone conversation to contact lower the moment i had signed it, and 'once its recorded'... we will get that interest rate down with the VA options.The moment, signed. Not 6 months later for another ~10k refinance. .

  NOTE, at no time, was i told to look forward to two back to back refinances to get my original quote.. as referenced by the ********* reply on the this platform, that would not make financial sense.
  
  Regards,
  
  ***** ********

  Business Response

  Date: 10/22/2024

  Hello Mr. ********,
  
  I would like to again apologize for any unmet expectations.

  A few items to note regarding your refinance.

  The initial application and loan program, we fully intend to move forward with a VA Loan for you. However, due to your previous lender not recording your previous mortgage correctly, per VA standards, we could not move forward.

  We were however able to still find a loan option that created a benefit for you, as a conventional loan.

   As noted we intend to put you back into a VA Loan, however the market has not allowed us, to place a VA Loan, as there would be no benefit.

  Most recently the market shifted in your favor, and we were able to offer a VA Loan that was about 1 point lower that what you currently have, however you did not want to move forward with that option.
  
  Please feel free to reach out to ************** if you have any questions, or would like to move forward with a VA Loan.

  We will be happy to complete a VA Loan as long that market and the loan product is favorable to you.
  
  Thank you 

  Customer Answer

  Date: 10/31/2024

  ***********
  I didn't reply to the business response, at this time i would like to ensure this is categorized as i was not satisfied with their answer, and close it out without seeking further responses.
  
  The service rep is not being truthful in their replies to BBB, they say i declined the refinance they proposed. 

  at no time did i refuse; in fact i even paid for a CL100 termite inspection to be able to complete the refinance with the VA Loan. **********
  
  The business said its not beneficial to me to refinance in the BBB reply, but the audio recording from their rep said it was a better rate and would be beneficial.
  
  I uploaded all required documents (paystubs etc immediately after my call with the rep)
  
  I asked to have a different rep, they have not responded to that request. (something i pointed out in my reply to the business in my response dated OCT 21st.)
  
  At this time, I am of the opinion that Lower.com is not opposed to their sales reps ramming loans through under false pretenses, and they will not service my refinance in good faith following my complaint.
  
  Thank you for your time, i appreciate the role you all play in these, while i didn't get the outcome i wanted hopefully the if someone reads the complaint they will refuse to sign updated paperwork right before a loan signing even if verbally they are being told its temporary.
  
  Respectfully,
  
  ***** ******** 
  

• Initial Complaint

  Date:06/25/2024

  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.

  We had an unacceptable experience with Lower LLC (with whom we recently secured a mortgage) in regards to the closing May 2024 of our new home.

  Hours before the scheduled close on 5/3, we were called by our realtor who told us that our new home would NOT be closing that day as scheduled. She was told by the lender the closing was being delayed due to an ongoing dispute between the appraiser and the underwriter for the loan.

  Apparently, this disagreement had been going on for days and it was assumed it would be resolved in time for closing. We knew nothing about it and since on 4/30 our agent was called by the lender and told there was a "clear to close", and our "loan had been approved", we expected all to go as planned.

  Suddenly, we had to make emergent housing arrangements until the issue was resolved and the closing rescheduled. This occurred during high tourist season with near to no hotel availability, and we do not have family within a 600 mile radius. The closing did not occur until 5/7, resulting in extensive hotel + pet fees, moving storage costs, and UHaul rental expenses adding up to almost $3000.

  We contacted Lower regarding reimbursement for these expenses and provided receipts as requested. All contractual requirements had been met on our end. If there were still issues and/or disagreements between the appraiser and the underwriter even up until the day before the closing on 5/3, we should have been made aware.

  The lack of communication for such a critical situation is unprofessional and borders on unethical. We pursued reimbursement via email through ************* and provided accurate details and all requested information.

  To our disbelief, we received a final message saying the branch had decided not to move forward with issuing any reimbursement at all.

  Business Response

  Date: 07/02/2024

  Hello *******,

  As noted before we are not going to be issuing out any refund.

  Contract date was moved upfrom 05/30/2024 to 05/07/2024, whcih creates un-realistic expecations for a loan to be completed and closed within a reasonsable time. 

  Your loan was however able to be approved on 05/06/2024.

  Thank you  

  Customer Answer

  Date: 07/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21901540
  
  I am rejecting this response because: The branch's decision to not move forward with issuing any reimbursement is, again, simply unacceptable in this situation. We, including our agent, were not made aware of ANY issues whatsoever until HOURS before our scheduled close.  
  Lower repeatedly continues to claim the change in closing date as the reason for the issue when, in actuality, we had been under contract as of February 28.  We, in fact, were not requesting a quick close- it was actually fairly drawn out.  The appraisal had already been completed in plenty of time. They received the contract on March 4, with a far away closing date with the knowledge we would close as soon as our current house was under contract. The appraisal was received by Lower on April 18, two weeks before the newly scheduled close date. There was no delay whatsoever. AND we were given a "clear to close" by the lender on April 26. The matter at hand remains that there was a blatant lack of communication to us about a dispute between the appraiser and the underwriter which could possibly cause a delay to close. 
  
  
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 07/09/2024

  In reference to complaint number ********: We would like to be reimbursed for our housing expenses due to the last minute notification of the delay in closing. Yes, the loan did close on 5/6. However, we were scheduled to close 5/3 and were told just hours before that it was not happening- this was after being told by the lender that we were clear to close and there were no issues a week before. Our other home was sold on 5/3 and we were left to find housing until the dispute was resolved- one of which we were not made aware until the day of. 

• Initial Complaint

  Date:05/24/2024

  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 applied for a Heloc in April of 2024. The prequalification was successful. After paying about $500 for application fee, the loan officer stopped working on my account. I reached out to see what the status was and was told that i was denied due to a foreclosure. Upon discussing this, it was determined it was an error due to the fact that I foreclosed on 2 properties, not that I had 2 properties foreclosed upon me. In short, I was the party that did the foreclosing with help of an attorney. I was then told by the loan officer to provide supporting documents, which I did. I was never informed of decisions after that point and have not received any communication afterwards. I reached out to a representative and was told someone would be contacting me via email and phone. That also has not happened.

  Business Response

  Date: 05/24/2024

  Hello ****, 

  
  Thank you for providing your feedback. We want to apologize for any unmet expectations. However due to your foreclosures, that came up on a title search, we are unable to move forward.

  If you are able to clear the foreclosures from your record, we may be able to move forward on your application.  

  We have also shared your experience with the appropriate parties.

  If you would like to provide more information, please contact us at your earliest convenience at **************. Thank you - Lower.com Customer Care

  Customer Answer

  Date: 05/31/2024

  The company Lower LLC claims I have foreclosures.  I do not.  I pursued tax sale investment properties that I had to foreclose on against the previous owner.  Meaning I gained the properties, not lost or was in the process of losing properties.  The records show this.  When you purrsue a tax sale property, you as the pursurer (which was me) have to foreclose on the previous owner so that the property will 100% belong to you (In this case me).  Not understanding this as a company is negligence on your company (Lower LLC).  Also all taxes are paid on my properties.  I provided those documents as well.  What part about I am the party that foreclosed, do you not understand?
  
  Regards,
  
  **** ******

  Business Response

  Date: 06/05/2024

  Mr. ******, 

  I understand your frustration, however we do need to abide guidelines and need to document everything. 

  Regarding the documents you uploaded here with the BBB, did you share these with your loan team?

  Do you have documentation regarding the chain of title? 

  Reviewing your file I do not see were we charged you for an appraisal. 

  Thank you

• Initial Complaint

  Date:12/28/2023

  Type:Customer Service 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.

  Lower.com has been working on a mortgage refinance for the past 3 months and now has stopped communicating with me with no completion. I have emailed, called, left voice messages and they seem to have forgotten business ethics to contact me with any resolution to the refinance. good bad or indifferent, they do not return calls with the final development of my loan. I have worked with them for months now submitting document after document after document, anything the requested and still there is no outcome to the loan. Please have them at least act like a professional and return calls with informtion.

  Business Response

  Date: 01/10/2024

  Hello ***** ****** and ******* ******,

  We thank you for bringing your concerns to our attention. We want to apologize for any unmet expectations. We esclated your file to be reviewed, and we were able to come up with a solution based on new 2024 guidelines. We did have one of our loan advisors reach out via text but have not heard back. Please feel free to reach back out to us at *************** 

  Thank you

• Initial Complaint

  Date:12/27/2023

  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.

  In August 2023 I applied for a loan from lower.com. I complied with everything they asked for, I was told my credit score was great and now we need you to pay 595.00 for an appraisal, that I would not have gotten but only for the loan, the appraisal came back where they needed and we were golden he says, here it is 4 months later, and no answers. I’ve called and text and nothing until I messaged them today letting them know I was filling a complaint, and low and behold I get a text saying, I’m sorry but the FNMA has me stonewalled. Well I’m not sure who that is but from where I’m standing they should never had me spend unnecessary money for an appraisal I didn’t need. It should not take 4 months to get an answer for any loan. The customer service at this company is the worst I’ve ever had to deal with. For weeks they would ask for paperwork and finally I said do you need anything thing else, they said no your good, then nothing until today. The company should not be rated A+ in my opinion because they have bad practices when it come to customer service and loans. BORROW BEWARE

  Business Response

  Date: 01/04/2024

  First and foremost, we thank Mr. ****** for taking the time to submit his concern regarding his HELOC transaction that was not able to be completed. Lower strives to provide the best service for all individuals and we apologize for any unmet expectations. We take Mr. ******’s complaint seriously and we have reviewed their concerns with the appropriate parties. After reviewing Mr. ******’s file, it was found late in the process that there were a handful of properties that were in the foreclosure process with the county due to taxes not being paid. Due to complex federal laws, we were not able to lend to Mr. ******.
  As far as the appraisal it is a third-party fee and Lower cannot issue a refund.
  Thank you

• Initial Complaint

  Date:11/13/2023

  Type:Customer Service 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.

  When I started the process with Lower I let them both know I had a primary and a construction loan on my house. I was not interested in paying those off because the rates were 3.5% and 4%. They assured me this wouldn't be a problem and it never came up again. Two months go by, two appraisals, and we're finally closing. They refused to send me the closing statement before closing. They said it is not required for a HELOC. The first time I saw it was when the notary was at my house. Without asking, they had the construction loan being paid off with my HELOC. The amount was $230,000. My rate would have gone from 4% to 13.5% plus they were charging 1.5% at closing. This is predatory lending. Lower needs to refund the two appraisals they required me to order. If they had been honest, I wouldn’t have needed the appraisal. That’s why they need to refund.

  Business Response

  Date: 11/14/2023

  We thank Mr. ********** for raising their concerns to our attention. After a review of the complaint regarding the appraisal and loan structure issues, we can understand Mr. ********** frustration.
  We have issued a refund via check for the appraisals that were completed for the purpose of the loan Mr. ********** applied for.

  Thank you

• Initial Complaint

  Date:09/20/2023

  Type:Customer Service 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.

  It wasn't until my mortgage loan was sent to Lower, LLC that I had issues. Being in bankruptcy is hard enough, but Lower, LLC tried to make it nearly unbearable.

  I already cannot access my loan information online or by automated phone menus. I have to wait to speak to a person about my account. My lawyer had to 2 letters, months apart because Lower, LLC would not send me my statements. They did not posy any of my 2022 payments to my account until the end of 2022. I was paying biweekly through my bank since July 2022. Then in April AND June, the company sent my payments back to the bank with NO explanation.

  When i spoke with Lower, LLC customer service, they had no idea why my payments were returned. I finally spoke with my bank who told me the 2 random payments were sent back for incorrect routing number... HOW ARE MY PAYMENTS BEING SENT BACK WHEN THEY'VE BEEN RECEIVED AND POSTED FOR MONTHS!!! And they weren't even sent back/"refunded" consistently... just enough times for my bank to CANCEL my bill pay.

  Now i call monthly a week before the due date and they tell me if I pay too early, my payment doesn't post immediately. I was also promised a print out of my account history because after all this, the balance owed is always incorrect... according to the customer service rep every time i call to make a payment and inquire about the statement amount.

  Business Response

  Date: 10/06/2023

  Dear ******,
  
  Thank you for taking the time to share your concerns regarding your loan servicing experience. It’s never our intention for our customers to feel as if they did not receive the level of service he/she anticipates and we regret any shortcomings she experienced and we understand your frustration. Rest assured that Servicing Management is reviewing this information and we will be in touch with you as soon as the review is complete to provide a detailed explanation and to address your concerns.
  
  Thank you 

  Customer Answer

  Date: 10/25/2023

  Regarding complaint ********, Lower, LLC still has not reached out to me.  They have sent me a notice of a missed payment which is incorrect.

  Business Response

  Date: 10/25/2023

  Ms. ********* previously contact Lower in September 2022 regarding this matter. At that time it was determined that a system stop on Ms. *********** account was preventing the generation of a statement. The system stop was subsequently removed. At this time Lower reached out to our servicing platform vendor for assistance in determining why statements were not being generated even though the stop was removed. During this time Ms. *********** mortgage was subsequently transferred prior to bringing resolution to this matter. 

• Initial Complaint

  Date:08/26/2023

  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.

  I refinanced my home loan with Lower in 2021. Since they started losing profits, they started purposefully blocking my payments and then charging me late fees every single month. I called about this issue 3 times.

  Then, I go to close my home and YET AGAIN, they are charging me late fees when I paid the mortgage well before the 16th of the month. I have a 800 credit score and have paid every bill my entire life on time. Their payment processing system is a scam that is set up to charge extraneous late fees due to THEIR ERROR. I started taking screenshots to prove this.

  So, if I don’t get a FULL refund and more for my wasted time, I will take them to court. I have the evidence to back up this issue. Furthermore, several other customers on here have complained about the exact same issue. Obviously, they are aware of this but refuse to fix it since they make more from customers not willing to fight this than just giving people the money back THEY STOLE from them.

  Every month since April 2023 (April, May, June, July and August), they block my payment which says “additional payments not allowed as one is already scheduled”, so I assumed it was just saying it went through, they NEVER SEND CONFIRMATION EMAILS of payments so my hands are tied that it accepted my payment.

  Then, when I login in again it only allows me to pay AGAIN after the late payment period, All this after I entered my mortgage payment.

  This is a scam!

  I want all the late fees I paid refunded or I’ll go to court. They are aware and ignoring this issue. The people on the phone argue with me as if they don’t already know this is an issue. FIX IT.

  Refund me April, May, June, July, August 2023 late payments. $157.50 (31.5 x 5) and more for my efforts and wasted time.

  I’m closing on my house next week and now my closing bill from lower shows another late fee because they DID NOT process my payment as I requested. I’m fed up bc I have to pay it to close on my house.

  Business Response

  Date: 09/01/2023

  Hello ******, Thank you for taking the time to submit your complaint. We strive to provide the best service for all individuals and your feedback is taken seriously. We apologize for any shortcomings in your experience during loan servicing. We show you were only charged once for a late fee in regard to your June 2023 mortgage payment. These was due to you making a payment on 6/21/2023. We have attached your mortgage history with us for your review. No other fees have been charged to you. If you would like to speak with us again in the future, please feel free to call us at ###-###-#### or email us at ************************** Thank you - Lower Serving Team

  Customer Answer

  Date: 09/01/2023

  as shown above in my closing statement YET AGAIN charged a late fee (see my closing statement) when I AGAIN processed this on time. Even in JUNE I was not late and NEVER refunded the fee. Lower knows about this payment processing issue and I can see from numerous complaints I am not the only one. Please sign me up for the impending class action lawsuit and I will challenge this endlessly until I am refunded in full for both months. They have failed to refund me or fix their payment processing issue that appears to be done on purpose to get money from customers as the company has grown too fast and has to downsize. This is a scam. Refund me and stop lying or I will see you in small claims. Google reviews, bankrate get ready for more bad reviews that could have been prevented. 
  
  Regards,
  
  ****** ******

   

  
  

  Business Response

  Date: 09/06/2023

  Hello ******, 

  After communicating your concerns with our servicing team. We have agreed to take your late fee of $31.15 and applying the funds towards the principal balance of your mortgage. 

  Thank you