The Money Source

Like others have said...if zero was an option, it would be what I would give them. Despite paying escrow for the past year since we refinanced, TMS failed to set up our account correctly and have not paid our taxes out of the account. We have tried to resolve this issue 6 TIMES and filed a BBB complaint. This is 100% an error on their end and now they're threatening a lien on the house if they don't pay and a 5% fee. Customer service and the tax dept are completely inept and NOT customer service focused. We will be taking legal action.

Since I did my refinance with Better and TMS works with Better you get stuck with them.

After several phone calls to try and get them to fix a mistake on my account, it's been over a month, and I'm still be overcharged on my monthly payments. TMS has been an absolutely terrible company to deal with. I will outline this below.

With Covid-19 affecting many people in 2020 (including myself) I changed my condo insurance provider in order to save on my insurance premiums. The information from my new insurance company was not forwarded to TMS, once my old coverage lapsed, they thought I no longer had condo insurance.

Not an email or phone call. Instead, they opened an escrow account without my consent and charged my account $600 to use their own insurance, and updated my monthly payments to cost $150 extra per month.

I called them when I saw this, forwarded them the updated condo insurance policy they hadn't received, got everything approved, and cleared up in 1 day. The problem is that there now has to be an escrow analysis to remove the extra $150 payment that was added to my monthly payments. It's been over a month and they haven't done this. I had to pay that extra $150 in January, they just sent me my February statement and it still has the extra $150 charge.

I've called them 5 times for someone to help me with this and they won't! They keep telling me they can't get ahold of escrow and they don't know when this will be fixed, or that it was started (in December) but someone never finished.
The funny thing in all of this is they will call you and ask if there's anything they can do if you've been affected by Covid, but they don't actually want to help you. I was affected by Covid, yet they absolutely will not complete my escrow analysis and will continue to overcharge me every month.

I suppose the silver lining in all this is they sold my mortgage to another company. Come March I won't be using them anymore (thank god!) They must be hoping the other company will take care of this so they don't have to.

Don't use Better because they're bad, Don't use Better.com because you'll have to use TMS. The life span of my mortgage and the different mortgage companies I've had to work with, this one is the absolute worst.

TMS has been holding my mortgage payment that was supposed to be sent to my new mortgage company for over 60 days. I was promised by better.com the payment would be sent on November 10th! It's now January 12th! I've made 4 or 5 phone calls, every time they give me some excuse about an investor and promise me the payment will be sent the next week. Still nothing. I emailed [email protected] on November 30th and have heard nothing, so it's obvious she only cares when you write a nasty review here.

These idiots won't release my mortgage payment money to my new loan service provider, and legally there 60 days are up. I get excuses every time I call and there is never a manager, escalation, or financial person available and I have not received a call back within the promised 24-48 hours. These people are criminals, ZERO STARS!!!

We've had several problems with TMS unfortunately. Thankfully, Kristi was able to research the issue in order to help us out and correct the issue at hand. After spending a significant amount of time on the phone, waiting on hold or for a call back, it was nice to actually have someone who was willing to figure out the problem and actually fix it. We are grateful for Kristi's care and attention to the matter. Thank you Kristi!!!!

Refinanced with Better.com and this is their default mortgage company. The escrow portion of my service has been a complete nightmare. I have a fully funded escrow account and have contacted them more than five times in the last six weeks, yet I am now delinquent and dealing with tax claims through my county. I was given the same answer on multiple calls. Finally spoke to a supervisor who was very defensive, rude, and nearly yelling. I let her speak. Called my tax office to find out that none of what she claimed happened with the tax office. I called back to talk to a supervisor and was placed on hold for over an hour. They will give you blanket answers. They refuse to reach out to you if you request follow up. Which is no surprise, considering they won't work to solve your problem. If you insist on a supervisor, they will stonewall your or give you attitude like it is your problem. I made my payments and notified them the first day I got a notice they didn't pay. I did my job, I wish they would do theirs. Unfortunately, the only minimal recourse are reviews, the BBB, and the CFPB. Avoid this company and Better.com.

Kristi Schleicher provided terrific guidance on the front end to help set up my initial payment and then instructed me about next steps for setting up recurring monthly payments for both the fixed P&I amount plus an extra principal payment each month. So far so good.

We got stuck with them via Better.com otherwise I would NOT do business with TMS. Their payment portal is a mess. I took a screenshot as evidence that I was processing my payment appropriately. I am always on-time with payments and saw that my automatic withdrawal was not scheduled until February 1st, so I made sure to schedule a one-time payment for January. What did they do? They processed TWO payments. Now trying to get a hold of them at 866-867-0330 and for all of yesterday, during proper business hours, their automated message is telling me to call back during business hours. Unprofessional. Submitted a contact form AND emailed [email protected] One business day later, they get back with an email that simply says to call that number. Don't even bother with their chatbot- totally unhelpful as it can only give canned answers to basic questions. Now I'm going through multiple prompts just to speak with a "careologist."  After 5 minutes of this, I got through to Tiffany who was pleasant and professional, escalated the issue and had me email a PDF from my bank showing the money was withdrawn. She even noted that *several* people had this same issue (!) I should expect a check in the mail in 2 weeks. Fortunately, I have enough funds to cover me despite this massive withdrawal (we’re talking $10K, where only $5K was intended) but what if I didn’t, and rely on that budget for food, gas, other bills, etc? How dire might those circumstances be for your customers? Think about it. Feedback for TMS: Get your payment portal fixed so it shows pending transactions and more accurately depicts account status!!! They say “thank you for choosing TMS” – truth is, we didn’t choose you, and if I were given the option, I would not.

The Money Source was the initial servicer of my refinanced loan, however, they quickly transferred it to another company. But in transferring my loan, one of the payments I had made to TMS went missing, so the new servicer showed my loan as past due with an incorrect balance. I spent hours on the phone with both companies trying to straighten this out. Fortunately, my complaints eventually made their way to Kristi Schleicher at TMS. She researched the issue and stayed in constant contact with me until it was resolved. While I still don't fully understand how a payment could be lost in the transfer, and the process of getting the error resolved was extremely frustrating, I am grateful for Kristi's care and attention to this matter. If I had any issues with a TMS loan, rather than go through the customer service telephone operators, I would contact Kristi directly.