The Money Source Reviews 682

I felt so alone in what I am going through until I read all the reviews on here. It seems like there is a very common trend going on. I wish this company would have never gotten my loan. Ever since they put their hands on it, it’s been on huge problem after another. After my 4-5 conversation over many months, today they are now telling me I am in a $2,000 deficit in my escrow account and I need to come up with it ASAP. It’s been a back and forth game with them since the end of last year. They still can’t give me a reason why except they will send me an escrow analysis. The analysis does not explain how I have a $2000 deficit when my payments haven’t changed, and I do not pay taxes. After talking with my family and friends they have never heard of anything like this and say they are just screwing your account up or doing something illegal. So I’m starting to wonder if it’s time to get legal involved.

I will pay fees to another company to refinance just to be done with TMS. Worst customer service. No one returns calls and they don’t represent each other or the company well. Better Mortgage turned loan to them to service and what a terrible experience we have had. I’m not one to write reviews but I’m shocked that after now speaking with 11 people I still haven’t received a return call. Only selecting one star because you can’t submit without choosing one.
AND TO MAKE IT WORSE SOMEONE FROM THE MONEY SOURCE REPLIED TO THIS IMMEDIATELY BUT THE EMAIL TO REPLY BACK IS NOT VALID!

Kristi, was very helpful in explaining the situation and responded very quickly to my concerns, thank you

My loan was sold to this group and I was paying weekly over the amount. Received a notice of being 2 months delinquent. Called and they do not receive any other payment than monthly. Any and all extra money sits in your account as not accounted and not towards principal. This has transpired over several months and many patronizing calls.
Now my loan payment is increasing ($100+) because of the minimum amount they require in escrow. Thank goodness for refinancing. I called and the conversation was rude, sarcastic, and again patronizing. Explained that I am not new to this process and he insisted my escrow was due to insurance or tax changes. They have not changed in 3yrs.
I am considering refinancing again just to lose this bunch on ya whoos

Far from helping grow happiness, I was approved and compiled with all the terms for a modification, it's SEVEN months later and the paperwork is continually misplaced or needing to be rerun by attorneys and sent to me again. Payments for modification are unapplied on the statement, EVERY time I call its something different such as.. we didn't receive your documents in time, you approval was denied because paperwork wasn't turned in, we don't show all your payments being made, plus so many, many more. I have to call every week and continually fight to prove my compliance with tracking numbers, recorded calls, and emails.

I always have a great experience with The Money Source. They are professional, understanding and informative. This is like a marriage and I’m not breaking up with them.

About a month after getting this mortgage the sales calls to refinance started. It took months to get them to stop calling. Then the email spam started, found the unsubscribe page and opt-out but of course they don't work (Loan number is invalid). I called them to opt out and that did nothing, they don't care about the customers just want to sell more crap.

About two months after I refinanced and they took over my loan, the sales calls started. The first 10 I just said no and hung up. Then I started asking them to stop calling and take me off their list. The calls continued. After months of telling them to take me off their list, I told them it was now harassment and to stop calling. I said that at least 4 times and they still call. Every time it was the same “oh they most not have taken you off the list” The first couple times I could understand but 30+ calls makes it clear it’s company policy to keep calling. I tried speaking to a supervisor to file a complaint and get the calls to stop but they hung up on me.

I had an issue with the transfer of payments from TMS to a new lender. I emailed Kristi directly and she was extremely helpful in getting this problem resolved promptly! I would give Kristi 5 stars for her prompt follow up and great customer service! Leaving 4 stars overall due to my short time frame I had this company as my lender.

My mortgage servicer, The Money Source, failed to set up my escrow account properly and missed making my property tax payment due in December 2020. They collected my escrow money for paying property taxes, just simply dropped the ball and didn't set it up. When I became aware that my property taxes were not paid, I contacted their customer service which eventually passed me to their Escrow Department where they confirmed that they failed to set up my escrow account properly resulting in not making the required
property tax payment, and assured me that they would cover the late penalty. In the process of resolving this with TMS, I was also transferred to their Supervisor of Customer Care/Core Servicing, Gina West, and she further assured me that I would be reimbursed for the property tax late penalty. I went ahead and paid the property taxes myself, along with the $299.63 late penalty and sent proof of payment to The Money Source and Gina West. Since I was in the process of refinancing, they said the property tax late payment penalty would be included in the escrow refund check- it was not. I made numerous inquiries directly to the Customer Care Supervisor, Gina West, but after saying she'd look into it- I can no longer get any communication from her what so ever, as well as only generic pre-written responses from TMS Customer Care.

Called yesterday2/15/21 for a copy of my statement for Taxes. Of course I couldnt understand the girls name (Broken English) she said would Email & Mail my Statement. But of course Never received my Email.Dont say your going to do something & NEVER come thru!! Need to Retrain your Customer Service People!!

They increased our monthy mortgage payment of over 100$ and I tried calling 3 times to get an explanation and everytime they were not able to provide an explanation and said that a manager would call me back within 48 hours which never happened... I was frustrated and wrote a bad review here but then Kristi messaged me and offered to help me. She was able to answer all my questions and resolve my issue. She provided great customer service and was very porfessional.

TMS has been my servicer 3 times now, and I honestly have had only good experiences with them. They were communicative throughout my time with them as I had done back-to-back refinances as rates continued to drop. In these situations it's easy for documents and things to get fouled up, but Kristi Schleicher, their VP of Customer Experience, always returned my emails and picked up the phone to call me whenever needed. It's rare these days to have that sort of personal touch at a big company, so I am grateful for that. I'm actually a bit said that they are no longer my servicer (and it's too bad that the consumer doesn't have a say in who it can be!).

I also wanted to say that I really like how polished their website is. I was able to get nearly all of my documents without needing help, and they even allow you to generate a pay-off statement on your own!

Update: After posting a review I was contacted by the company and was able to quickly resolve the matter within a couple of hours, so they get extra starts for the quick outreach and resolution. Thank you, Kristi.

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Original issue:
I've been trying to get a verification of Mortgage for 3 days for insurance issues, which should be a simple download link, but apparently is only available by e-mail request, which goes unanswered for days. The automated phone system is frustrating, and the phone reps, while very friendly, really are not empowered to do anything really useful about it.

After refinancing, I read reviews about people having difficulty in getting taxes paid by TMS.
Proactively I sent my tax bill to Kristi and asked for help.
She took care of everything for me and taxes were paid on time.
I am hoping that I won't need to ask for help in having tax paid next times, but if I do I will contact her again.
Thank you Kristi.

Agree with the zero rating for experience. I'm so disgusted, disheartened and disappointed with TMS and their lack of integrity, honesty and focus on customer service. Even speaking to their "VP of customer service" was an utter nightmare and completely pointless. I had deleted my bank information & auto payment in preparation to refinance and TMS STILL removed money from my account, unauthorized. When I realized this error I immediately called TMS to right this wrong. Little did i know, the nightmare was just unfolding. After speaking to multiple incompetent "customer careologists" with no movement, I went ahead and cancelled the payment through my bank. This caused the payoff amount to be incorrect. TMS then took the $ from my escrow account, again without my knowledge nor consent. My escrow balance was not enough to cover the January payment- even though no payment should have been collected AT ALL- so they then contacted me to take care of the remaining balance.... So- in closing, TMS messed up by removing $ when they were not authorized to do so which screwed up the payoff document requested from my new lender and resulted in my losing out on my rightful escrow refund & placing me between a rock and a hard place wanting to avoid having any payments sent to collections. Conversation after conversation consisted of a TMS representative recognizing the error on TMS's part and yet still expecting me to pay.
"We are a different kind of company. We speak a different language. We do business in a different way. And we’re on a mission to Grow Happiness. How do we do it? By believing in Pink Unicorns. And executing our daily work in a way that allows our customers to experience joydom. Those are the kinds of things that set us apart from everyone else." (TMS website). RUN don't walk very far from TMS.

After numerous phone calls and waiting on phone for over an hour each time to talk with a human not a recording no one answered. I have tried twice to have a call back and nothing. I wish that we never got our loan with them. I NEED A Call back today!!!!!! Unacceptable customer service.

The Money Source failed to timely pay my 2020 real estate taxes despite sufficient funds available in my escrow account. Tax was due to be paid by TMS no later than 11/15/20. Since September 2020, I have spent many hours communicating with TMS about the tax bill & attempting to ensure TMS paid it. Of course, it is TMS’s responsibility to make this payment from my escrow account without my prompting or involvement, but TMS’s negligent processing services, including its non-existent and misleading communications, prompted me to take action to try to ensure payment was made so I would not suffer any adverse consequences. I have made numerous phone calls, uploaded documents via my online account with TMS, uploaded documents via special website pursuant to directions obtained from the TMS tax dept during a phone call, and sent numerous emails to TMS customer service about the tax payment issue (none of which received anything but an automated response). The county now is threatening to issue a FiFa.
On 1/15/21, during a phone call, supervisor Belinda in the TMS tax department stated that TMS customer service confirmed to her that I uploaded my tax documents (done via the Upload Documents feature accessed through my TMS online account) on September 5, 2020 and again in November. Although the website and app provide for tax documents to be uploaded, multiple tax department personnel informed me TMS does not actually route any tax documents uploaded via the mobile application or online account document upload feature to the tax department! They also told me they do not have access to any documents uploaded by customers even though that is how TMS instructs customers to provide such documents. I also uploaded tax documents to a special document upload website for tax documents when a TMS tax department representative informed me of the site, requested that I upload documents and then provided me related instructions, including a special code. As of at least September 5, 2020, TMS had notice of the information necessary to pay the taxes or conduct any related inquiry, but it failed to do so on time.
I also sent multiple emails to TMS about the tax bill, to which TMS responded only with auto-response emails. No TMS representative ever contacted me in response to any of my emailed inquiries.
I received two emails from TMS on 1/9/21, stating TMS had made disbursements on January 8, 2021, for county property taxes in the amounts of $6,512.41 (tax) and $183.51 (interest for late payment). That prompted my call on January 15, 2021, when I ultimately spoke with tax department supervisor Belinda. During that call, I requested a refund of the interest that was disbursed from my escrow account, because the delayed payment and interest incurred was because of TMS’s negligence and no fault of mine. The tax department representative I previously spoke with in December 2020 about this debacle, and who informed me the tax department representatives I had previously spoken with had not yet resolved the tax payment problem, while stating he would take care of it, assured me I should not be required to pay the interest. Belinda told me multiple times that unless I could prove that I had notified them of the tax bill, they were not responsible for the interest. I told her about my numerous document uploads, emails and calls, but that did not matter to her. She stated multiple times that the tax department does not have access to document uploads or emails. After a few minutes of my complaints about TMS’s internal operations failures and misleading directions about how to communicate with TMS, she changed her story and said she could ask customer service. Customer service confirmed my prior document uploads, but Belinda still would not take care of the interest charge and said she would put in a request. I have never received any response.
I also requested via Belinda that TMS compensate me for the 2020 income taxes I will have to pay on the amount of the 2020 property taxes TMS failed to pay in 2020. Had TMS paid the taxes in 2020, I would have been able to deduct that amount from my income and not pay any income tax on the amount of the real estate taxes. This income tax deduction is subject to an annual cap, which will be met in 2021 with other deductible tax amounts incurred in 2021. Because TMS negligently failed to pay the taxes in 2020, I have lost that 2020 tax deduction, which will cost me approximately $1,500 in additional income taxes. I asked to be put in touch with Belinda’s supervisor to discuss the problem and request compensation, but she said nobody was available and promised I would receive a returned call from upper management. That was two weeks ago and nobody has called.
TMS’s procedure is to make customers pay for TMS’s negligence.

My loan got sold to them 4 months ago after a re-fi.. I pay extra every month and i have had to contact them EVERY month to get it fixed.. this month i sent $2500 on a $877 bill and less than 1k was taken off principle.. at this point i honestly believe i have lost thousands of dollars due to their mistakes... I have to wait 2 more months to re-fi and escape these incompetent con-men...

P.S. Kristie has taken care of it every month.. but i shouldn't have to wonder where my mortgage money is going... i honestly hope she gets a different job.. she is too good for this place.

I got communication from TMS that my mortgage loan got transferred from TMS to MrCooper and my first mortgage payment is due on 1st Feb. when I called MrCooper they didn't able to locate my loan and TMS mentioned it will not accept any payment from 1st Feb as loan got transferred. I tried to speak with customer care executives of both but not able to get any direction on how i can make the payment on 1st Feb. Thanks to Trustpilot I got Kristi's name over there in some other reviews and sent email to her requesting her assistance. In less than 24 hours she called me back and explained the process by what time the loan will get reflected in MrCooper and advised me to make the payment only with MrCooper may be one week late, but that didn't make any late fee charges and will not be considered as default. Thanks Kristi for your timely advise. I recommend anyone to reach out to Kristi.Schleicher for any issues with TMS.