The Money Source Reviews 682

I'm writing this review only to balance out the negative reviews. After reading prior reviews, I was horrified when Better sold my loan to TMS. Based on all the reviews online, I was sure TMS would suck and be hard to work with. What I found instead was a responsive customer service responsive and a simple and easy to use dashboard to pay my bills. My loan was eventually sold back to my prior mortgage company, but my time with TMS was totally fine. My friend also refinanced with Better at the same time, and her loan was also sold to TMS. She agreed with me that they were easy to use and responsive. So if you're also freaking out because you had never heard of TMS and there's a million negative reviews of it on the internet, just know that you won't necessarily have a negative experience with them.

As a fairly new homeowner the experiences of this pandemic for the past 18 months has resulted in both economic and emotional hardships. Recently, I called the TMS customer service to get unanswered issues and questions resolved. After navigating the automated system I was connected with Jasinta who was a breath of fresh air and answer to prayer! She was in all honesty one of the first representatives from TMS that truly demonstrated a level of compassion, understanding, and professionalism in answering my questions and concerns. She from this point foward will be my go to representative. Jasinta words cannot express my gratitude and appreciation. Thanks for making today better than yesterday!

Kristi Schleicher helped us tremendously. I recommend her highly. Our loan servicing was transferred to TMS and she worked with us to get our questions answered. I am so thankful. Kristi, you are the best!

I refinanced my mortgage with Better.com (another mistake) and they transferred my loan servicing to TMS. I got all the emails about setting up my account and I set it up. I then went to set up my ACH payments and it wouldn't work. I tried the website and the app. I emailed customer support and they responded that basically I can't do it online, fill out this form and send it back. Well why isn't it working? So I email again asking for clarification and resume getting the canned responses asking me to call them and this doesn't work on my account so fill out the ACH form and send it in. I respond saying no I am not going to call you, I am asking here via email, what is going on with my account? Another exact same canned response. At this point I left a negative review on the Google Play store and Kristi Schleicher the "VP of Customer Experience" responded and asked me to email her with the specifics. So I emailed her and then she called me. Ok thanks for trying to help Kristi but what is it with this company with not being able to respect the preferred method of contact? I constantly was asking for emailed responses. Anyway...Kristi told me that it looks like the reason it wasn't working was because the servicing is being transferred to Mr Cooper on the date of my first payment. Ok makes sense, but why was it so hard to get that answer?? I asked if that's the case why is your customer service response to send in the form to set up ACH and her response was that the person that responded clearly didn't look at my account. So whichever person that was didn't look any of the times I emailed. Ok question answered. Kristi then asked me to remove my negative review on the Google Play store. I received awful customer service all the way until their "VP of Customer Experience" had to deliver the answer to me, why should I change or remove my review. If you're having this issue with TMS, chances are the servicing is being transferred. Their customer service team is just too incompetent to tell you that.

Never credited my firth month's payment before they transferred my mortgage to a third party servicer, resulting in the new servicer showing that I already owe a month that had been paid to TMS.

***UPDATE*** I was contacted almost immediately by Kristie Schleicher from TMS about the issue stated in my original review (below). After listening to my complaint of the unreasonable amount of time it was taking to get me a copy of document I should have received in 2020 and reviewing my account, she committed to finding the missing document I requested and resolving the issue. True to her word, Kristie called me two days later to have me verify the document in my email was the document I'd originally requested 3 weeks prior. I now have the document I requested (thanks to Kristie) and, hopefully, will keep future incidents like mine from happening. Kristie was awesome!!!

I started this journey on June 14th requesting a COPY of a document that should have been sent to me in July 2020. The first rep. I spoke with told me she could see the document and would email it to me. But when I opened the emailed document (2 days later), it was dated 2017 and clearly was not the document I'd requested from July 2020. I immediately called TMS back and was then told they see where the forbearance document was supposed to have been sent to me on July 7, 2020, but THEY COULDN'T EVEN SEE the actual document at this time! So, I was told it would be another 2 days for them to find the document and email to me. When I called the next week (wknds don't count for wait time), I was told the last rep. didn't enter my task into the system correctly and it would now be 5-7 days for them to regenerate and send me the requested document. I ask the new rep (yet another touch to my account) if that meant I should have my requested document by the following Wednesday (6/30/21). She conferred with her supervisor and told me, "Yes...the tasks have been entered correctly and you should have the original documents by next Wed., June 30." Fast forward to today...I still do not have the ELECTRONIC documents that shouldn't take 5-7 days to regenerate and have now been told by TMS that it's going to take another 5-7 days to upload the document I should have received a YEAR AGO into TMS system and email it to me. I have a background in IT, but even if I didn't, I know it doesn't take 2-3 WEEKS to find, upload, and email an ELECTRONIC DOCUMENT that should be readily available in the document repository of a company such as TMS. This has been the WORST CUSTOMER SERVICE EXPERIENCE EVER and I will not be recommending The Money Source to anyone I know to service their mortgage.

Iesha helped me beyond words. She listened to my issues of concerned & presented me with an avenue that I had no knowledge of. My credit score would be saved & I'd get the same results. My gratitude could never do justice for the service Iesha did for me & my family.

I want to thank Liza she was amazing! She really broke everything down to help my family in this time of need. I truly appreciate her for everything.

I was on a mortgage forbearance during Covid. Once the period ended and I was back to work I have been working with the money source to do a partial claim to my FHA mortgage.
Paper work was sent back and forth with some mishaps. my notary signed on a sticker, and then I got sick and sent the paperwork back notarized a day later from the deadline. I have continued to pay my mortgage the last 3 months. They are now working to refile the partial claim so I can continue to pay my mortgage without further delay.

This company is useless. I originated a loan with Better.com. A few months later they transferred the servicing on my loan to Lakeview.

Lakeview and TMS had different effective dates for the transfer and both Lakeview and TMS collected a May mortgage payment from me. Neither are returning my May mortgage payment and their customer service is awful pointing fingers at the other company. This is the type of useless response they provide:

"The Borrower’s stated that communications from LoanCare contradicted the transfer timeframe provided by TMS. However, TMS is unable to address the content of this notice, as it was not sent by TMS. Any further questions regarding the servicing of this loan should be directed to LoanCare, using the below information: LoanCare, LLC P.O. Box 8068 Virginia Beach, VA 23450 1-800-274-6600"

A professional company will FOLLOW-UP and resolve this themselves instead of drop kicking their customer to the curb. Double collecting a month of mortgage seems fraudulent and they are prying on homeowners that don't pay attention.

I recommend reporting this company to the CFPB for their flippant handling of something as sensitive as an individual's mortgage payment.

Karla was very helpful. She addressed my needs and offered additional options that where very beneficial. Thank you so much.

I made a large payment to principal and requested that PMI be removed as I understand is required by the Homeowner's Protection Act. Initially, I received push back from TMS; however, in the end they made things right.

I would like to give a shout out to Kristi, from TMS. She has been so helpful in this crazy time! Answering my questions,, getting the information we need to navigate through this process as been so helpful.
Thank you Kristi!

I want to thank Kristi Shleicher for her outstanding customer service. Kristi is a wonderful person who is dedicated to helping others. She is bright, friendly, courteous and always gets the job done no matter what. She is a treasure to The Money Source and I wish her every grace and blessing!!

The young lady that I spoke with today was so wonderful, patient and kind. Her professionalism was outstanding. She is an incredible asset to your company. Her Name was Tabetha. She was amazing and a great beginning toward Money Source experiences. Thank you for having such patient people to service our Mortgage.

We were switched to TMS through our old lender. We did the 3 month forbearance since my wife had lost her job due to covid. We’ve been in contact with them each month letting them know. We then received a letter today saying we owe 6000$ and are going to be foreclosed. We have never missed a payment prior to covid and have great credit. Since this happened it’s took a direct hit on our credit in which stated in one of our letters when we started forbearance this would NOT happen. Now after 3 weeks of us trying to get in touch with someone and getting the run around we hear from another person who tells us we OWE 8000$ by JUNE. This was today on April 12th 2021. When we first talked to Kristi we got a totally different story now we are being told this by Kristi from money source. This person on the phone then stated that it was the wrong company and not taking responsibility for their actions and what they were saying on the phone telling us the person on the other line will be “coached” what does that even mean? STAY AWAY FROM MONEY SOURCE. And although Kristi responds to these reviews she is giving out false information about the forbearance plan. We are disgusted

-Timothy

This company is so bad that i have been with them for 6 months and just spent $3k to re-fi to get away from them... They are THAT bad... they cannot figure out how to put extra money you pay on your loan to go to principle. I had to call every single month to get it fixed, and i was told straight up that they have no way to actually have extra money on a payment go towards principle.. something that EVERY OTHER mortgage company does automatically....

EDIT after response: Kristi, you are the person i talked to for months about this... you are the one that told me your system is broken(not your words, you were awesome btw) and you cannot apply extra money to principle automatically.... what would talking more about this accomplish?

If I could write a negative star review I would. We are also experiencing escrow /tax payment issues. Property taxes were deducted from my escrow account in January 2021 but the check was not received by my municipality. I received a delinquent tax notice in February and called TMS..was told to fax the delinquent tax notice in & they would put a stop payment on the 1st check and issue a new one for the full amount including late fees. *(Note: The full tax bill was due by March 31st since the 1st installment was late.) We have followed up 3 other times and it was "processing". Now we are 3 days from the due date and come to find out TMS sent another check for only the 1st installment and to the wrong place - completely ignoring the delinquent tax notice we were told to send in. On top of that - TMS said it will take them until April 9th to investigate. Absolute horrible customer service - no integrity - and they don't do what they say they're going to do. Meanwhile the money to pay this delinquent tax is IN MY ESCROW ACCOUNT. Paying property taxes is not some new science - TMS can't fulfill the basic servicing function of paying property taxes on time nor does their customer service dept handle issues with any resolution. An absolute joke of a company.

Update 04/26/2021: With the help of Kristi Schleicher at the Money Source, we were able to resolve the tax situation described below. We have decided to leave the description of our problem below in case others encounter a similar situation; readers should know, however, that we also discovered issues with the tax department in our county, which delayed resolution.

It is still unclear exactly what happened, and we are still disappointed with TMS's customer service (1 star), particularly in the tax department, in helping us understand and resolve it.

We did receive outstanding service from Kristi, however (5 stars), thus resulting in our 3-star rating of TMS.

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We are currently having a horrendous experience with this company with regard to our escrow account. The Money Source (“TMS") became our mortgage servicer in May of 2020 after refinancing through Better.com. In addition to collecting the principal and interest payments on our mortgage, TMS also served as escrow agent and collected our school and county taxes.

In December, 2020, we were notified that our school taxes, which were due in September, 2020, were past due, that penalties had been assessed and the account was being turned over to collection. As you can imagine we were quite unnerved by this news as we were current with all our monthly mortgage payments, including the escrowed tax portion. The TMS website showed that the school tax amount was withdrawn from our escrow account and paid in October 2020, which was late due to TMS not initially designating our mortgage as having an escorw account (even though we had been paying into it since May).

We immediately contacted TMS. Over the past 3 months we have spoken with many of their “Customer Careologists” For the past three months we have been fed one sting of lies after another about our taxes. An initial 20-business day investigation was opened after our initial contact. After the deadline had passed and not receiving notification of the outcome, we contacted TMS and found out the investigation was closed without any resolution. We contacted the school district and our school taxes had still not been received.

Multiple calls followed, all with conflicting information and absolutely no follow up. In one conversation we were told they were paid in October, 2020, one month late, by check. In another conversation we were told they were paid by a mass ACH transaction to the Borough and not to the school taxing authority. In most conversations we were brushed off or disconnected when supposedly being transferred to someone who could help us. When they assured us the matter was being escalated and we would hear from tax department supervisors, no one called. At every step, both the Borough and school taxing authority have continued to inform us that they have not received payment. The school district tax office asked for a copy of the check so they could review their records again, which we were promised would be sent to us from TMS, and never arrived. We even provided the contact information for the school district tax office, yet the district has never been contacted by TMS.

Out of frustration, our attorney contacted TMS on the phone in an effort to resolve this matter. He was informed an investigation had been opened and would take 30 days. He was assured in that conversation that even though servicing of our loan was being transferred at the end of February, the issue would remain with TMS until resolved. Another lie. In a follow up call two weeks ago we were told the investigation was closed when the loan was transferred. We have been unable to get any help from TMS with this matter, the district has still not received our taxes, and the money that was withdrawn from our escrow account to supposedly pay the taxes in October was not transferred to our new servicer.

We sent in papers to do a modification on our loan we paid on time for three months last December we sent this packet in is supposedly the page that we acknowledge was not signed and therefore we did not get excepted for the the program who’s to say that paper was was sent in and they purposely took it out we have no proof now we’re back to the $1800 mortgage as to $1500 this is pretty shady the underwriters should’ve said someSome thing Derbe response was they try to reach us by phone I mean come on that’s not customer service