ComplaintsforLiberty Savings Bank, FSB

• Initial Complaint

  05/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My brother did a "deferred payment" on his loan during Covid in 2022 that Liberty offered, when the 6 months were almost up they contacted him to see if he wanted to "defere" another 6 months to which he agreed. While he was at his winter home at the beginning of 2023 they fraudulently put his house in foreclosure with no communication to him. They hired a Property management company to handle the foreclosure, who then hired a guy in our area to do the foreclosure. Went to check on his house one day and he'd been (what we thought) robbed. They cleaned him out!!! After many police visits, phone calls and investigative work we found out that the guy, (and his friend) "they" hired to do the foreclosure is the one who stole all his property. We have court cases pending on the 2 individuals who admitted they did it. We did receive some of his items back but not all. Liberty Bank started all this by putting his home in foreclosure and even admitted he didn't have a payment due for 4 more months!!! We have spent COUNTLESS HOURS trying to get answers from them, all they do is pass you from person to person, you can NEVER talk to the same person twice nor will they give you call back number. My brother has had numerous medical issues pertaining to this senseless act. He almost lost his home because of them and their stupidity. Liberty Bank is a joke!

  Business response

  05/13/2024

  Please be advised that Liberty Savings Bank's contracted loan servicer, ******, is in the process of preparing responsive correspondence addressing this claim.  Such correspondence will be sent directly to legal counsel for *** ******** in the immediate future. 

  Liberty Savings Bank, FSB

  Joseph C. H******, General Counsel

• Initial Complaint

  12/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Liberty Savings Bank says that I do not need to send them my regular property tax statements, and that they will be paid automatically from my escrow. However, they have paid late and I'm being charged a late penalty fee by the county government. Liberty Savings Bank must pay the late penalty fee themselves, without withdrawing the penalty from my escrow. They just prevent further late payments from occurring.

  Business response

  12/18/2023

  December 18, 2023 
  

  BBB 
  1 E 4th Street, Suite 600 
  Cincinnati, OH 45202 
  

  Re: Complaint ID ******** 
  

  Customer Information - ***** *********** -** ***** 
  

  To Whom It May Concern: 
  

  We have received your correspondence dated December 14, 2023, pertaining to Complaint ID ********. We understand the borrower's concerns and take this matter seriously. We have conducted a thorough review of the circumstances cited in this case. 
  

  Unfortunately, we are unable to share details of this complainant's account with the BBB as this is personal information. As such, we addressed the complaint directly in a letter to the borrower mailed to their address of record. 
  

  Should you have any questions regarding this matter, please contact me at ###-###-####. 
  

  Sincerely, 
  
  Lisa D****** ***** 
  Liberty Savings Bank, FSB 
  Loan Servicing Supervisor 
  

  
  

   

  Customer response

  12/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The company has refused to acknowledge the delinquent fees sent to them.  They have told me to speak with a live agent, but three terminated the discussion when they were researching the issue.  I do not mind the BBB viewing my mortgage details if it ensures this matter is resolved.  

  It appears this kind of issue is so prevalent that Liberty is unable to address them in an organized way.

  
  Regards,
  
  ***** ***********
  

  Business response

  12/28/2023

  Borrower was contacted December 20, 2023 to discuss and explain why the alleged matter was not caused or due to Liberty action/inaction.  Borrower was provided with direct contact information at Liberty for further questions or concerns.  Liberty believes the situation to be resolved.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I opened an account several months ago because they have a good interest rate for a savings account. I linked my ****** bank account so I could transfer money into savings. Well I closed my ****** accounts and moved over to **** Banking. There is no provision for me to delete my ****** account and add my **** account. Yesterday, I called them and they want me to EMAIL them my new routing/bank account numbers....lol I laughed at her on the phone, "You're kidding right?? I am not emailing sensitive data!". Absolutely not! I did email them a copy of my photo ID/DL to show them that I am who I say I am. I do understand they want to make sure I am not a scammer, but simply allowing me to edit my own banking info, just like on any other website allows us to do this, is the simplest and safest solution. I have not heard anything back from them since yesterday. I just want my money returned to me so I can be done with their mom and pop banking business practices. I also read another review online from someone saying that "you may not be able to access your funds". So this is clearly nothing new for them.

  Business response

  03/21/2023

  As BBB is aware, this Complaint was just recently received by mph.bank due to incorrect transmission/routing.  Hence the slow reply to this Complaint.

  Please be advised that the customer's account has long ago been updated and this matter has been resolved.  Thank You. 
  

• Initial Complaint

  07/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Liberty Savings Bank FSB charged my escrow account for a second home insurance plan that I do not have an agreement with. My home insurance is with ***********, and they have billed me for a second plan with ******. When I asked them, they declined to investigate and told me to ask ******. I don't know who to contact there since I don't have any plan or policy number there. Liberty Savings Bank FSB has taken over $749.15 from my escrow on June 30 and is refusing to investigate. This appears to be a fraudulent charge and their support agent, Andrew, has told me it's not their problem.

  Business response

  07/11/2022

  This Complaint was received by the above recipient while out of the office for a short time.  Today, July 11, 2022, it has been forwarded to the appropriate department for investigation and response.

   

  Thank You.

  Customer response

  07/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  Business states the matter is still under investigation.

   

  Regards,
  

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

  Business response

  07/21/2022

  BBB Cincinnati 
  1 E. 4th Street, Suite 600
  Cincinnati, OH 45202
  
  Re:  Case number: ********
  
  To Whom It May Concern:
  
  We have received your correspondence on July 11, 2022, pertaining to Case Number ********.  We understand the borrower’s concerns and take this matter seriously.  We have conducted a thorough review of the circumstances cited in this case.  
  
  While were are unable to provide personal financial information, we would like to share with you the specific steps we took to resolve the issue with the borrower. 
  
      • In the letter we provided to the borrower, we explained that the escrow funds for the insurance policy were reversed and properly applied back into their escrow account. 
      • On June 30, 2022, we received an insurance renewal policy, requesting a premium payment. The document received listed the borrowers’ name and property address. Therefore, premium was disbursed from the borrower’s escrow account. 
      • On July 01, 2022, we received an insurance cancellation notice, cancellation date July 16, 2022. The premium was returned and deposited back into the borrowers’ escrow on July 06, 2022.
  
  In addition to the letter, we spoke with the borrower on July 11, 2022, at which time we explained to the borrower that their funds have been applied back to their escrow account. 
  
  The borrower confirmed satisfaction that the issue was resolved at the end of the June 11, 2022 phone call. We agreed to provide the borrower with the reason that the policy was applied to their account and it is addressed in the letter we provided to them. We consider this matter closed at this time.  
  
  Should you have any questions regarding this matter, please contact me at ###-###-####.
    
  
  Sincerely,
  Tammy Branch
  Executive Resolution Specialist 

• Initial Complaint

  05/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We mailed our April mortgage payment on 3.9.22. On 3.14.22, I received a letter telling me to request a final payoff statement. On 3.18.22, they called and asked me to confirm that I wanted a payoff and I told them I would like a final pay off statement. On 3.22.22, I received a final payoff, but it was incorrect. I called them, and they confirmed the pay off was wrong, and the pay off should be $72.30. On 4.15.22, I received a letter asking me to confirm that I wanted a payoff statement. On 4.15.22, I asked them to mail a payoff statement. I also asked them what the payoff was and they said $72.45 and that amount would be good until 5.14.22. On 5.2.22, I received two letters from them, saying they are confirming they have processed my request to update my contract. I would like them to mail me a correct pay off statement. My acct number is **********. Thank you.

  Business response

  05/12/2022

  May 12, 2022
  
  
  
  BBB
  1 E. 4th Street, Suite 600
  Cincinnati, OH 45202
  
  Re: Case number: ********
  
  To Whom It May Concern:
  
  We have received your correspondence dated May 3, 2022, pertaining to Case Number
  ********. We understand the borrower’s concerns and take this matter seriously. We have
  conducted a thorough review of the circumstances cited in this case.
  
  Unfortunately, we are unable to share details of this complainant’s account with the BBB as this
  is personal financial information. As such, we addressed the complaint directly in a letter to the
  borrower mailed to their address of record.
  
  Should you have any questions regarding this matter, please contact me at ###-###-####.
  
  Sincerely,
  
  Melvin B******
  Executive Resolution Specialist

  Customer response

  06/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* *******

  See attached document.

  Business response

  07/11/2022

  It is Liberty Savings Bank's understanding that the customer has received remedy to this situation and by conversation with him dated June 14, 2022, he indicated he had already or was going to inform BBB of the resolution.

   

  Thank You.

  Customer response

  07/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******

   

  Refund received complaint resolved thank you

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over the pandemic, I applied for a deferment from my mortgage company in accordance to the act by the U.S. Congress to help me weather the financial impact. Once my husband and I were financially stable, I had several options and I decided to do a loan modification to elevate the burden of the missed payments. The process was very difficult. The loan papers that were sent to me were lost in the mail It took me a month and a half to get them to send me new paperwork so I could get the loan finalized. I called 3-4 times per week to facilitate this. The customer service line tried to help me but they lacked any power to get this done. Every time I would call I would have to retell my story. And the answer was "Let me email that department." The final person I spoke to must have known someone in that department. She had the paperwork sent next day to me. They have reported me to the Credit Bureau twice in a year erroneously. My husband was buying a car during one of these times. That hurt us. I had to fight so hard to get the first one reversed. The second one happened because of their faulty system. One of my monthly payments that was made in the middle of the loan modification was not applied to the month as a payment. So it looked like I hadn't paid it. I received a call saying I was behind and I immediately paid an additional payment even though it was difficult for me to do so. When I called about this error, I was on the phone with a service rep that insisted that I was fine and that I wasn't behind. I had to have him go in to my account and walk back to each payment I had made and when we reached the November payment, the error on their part occurred. This conversation happened in January. I have felt abused by this bank. It has impacted me financially, emotionally and it has robbed me of hours and hours of time that I had to spend on the phone with them. I have written the management a letter a month and a half ago and they have not responded to me. ABUSE

  Business response

  05/09/2022

  April 26, 2022 
  Better Business Bureau 
  1 E. 4th Street, Suite 600 
  Cincinnati, OH 45202 
    
  Re: Case number: ******** 
    
  To Whom It May Concern:  
    
  We have received your correspondence dated April 4, 2022, pertaining to Case Number ********. We understand the borrower’s concerns and take this matter seriously. We have  conducted a thorough review of the circumstances cited in this case. 
    
  Unfortunately, we are unable to share details of this complainant’s account with the BBB as this  is personal financial information. As such, we addressed the complaint directly in a letter to the  borrower mailed to their address of record. 
    
  Should you have any questions regarding this matter, please contact me at ###-###-####.   
  Sincerely, 
  . 
  Asia G. 
  Executive Resolution Specialist
  

  
  

*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. ↩