The Money Source Inc. E Elwood St, Phoenix

(Nick stolinski II) I’ve never had a bad experience with these guys. I’ve been a mortgage customer with them for 4 years now they always have my back and are willing to help when I have been in need. They offered me a refinance package I couldn’t refuse. Jose and jay plus many more I unfortunately can’t remember the names of are all helpful and respectful. I’ve referred many to check them out for new mortgages, true top notch company! Thank you guys for everything you do! Excellent service!

Yes, my loan is pretty new with TMS. But so far, I have no compliant. Service was prompt, professional, and good solid diplomacy by, Daniel. So, I don't want to exaggerate anything too much. But, I'm a happy customer so far. Thank you 🌷 Keep up the good work!

I am going to leave my original review below, but I want to give an update. A very friendly vice president from the company contacted me and after looking over my account she saw what errors were made and went out of her way to fix them. Time will tell if the service stays at that level, it should not take a vice president to fix your account, but I sincerely appreciate what Kristen did for me and I hopefully will be able to give them a 5 star review one day. Original Review: Worst mortgage company I have ever dealt with out of 5 mortgages I have had in my life. They bought my mortgage during Covid, and have done nothing but increase my payments, messed up my taxes, put negative report on my credit file, they never update me and basically cause me unmeasurable mental stress. I am a retired, disable veteran with a VA Secured loan, and they have literally made my PTSD worse. I was assigned a "Customer Ally" whom I have never spoken with and does nothing for me. Their advertising campaign says they are about making you happy, I don't see how they can claim this. As I mentioned I have had 5 mortgages in my lifetime and this is the absolute worst experience I have ever had. If they would not have bought my mortgage I would have never chosen them.

I have had my account with TMS for a couple years now & they have always provided exceptional service! Whether is it answering my questions, meeting my needs or doing a loan modification for me! I am so grateful for the pride they take in hiring and training top talent, it makes a difference. THIS COMPANY CARES! I appreciate your high quality of service and standards!

Customer service is a sensitive position that would drive customers in and out of business easily with simple words. Today for the first time ,I spoke with a customer service at TMS that satisfied my needs with clear answer words by which demonstrated understanding, patience and tolerance to repeat information for assurance with no frustration. Thank you.

Worst company I have ever had to deal with. First issue I had was they tried to tell me they did not receive an Escrow check but my bank had record of it being cashed. After 8 phone calls and each telling me a new ticket was created each time because the previous representative did not see a tick each time. After a month and a half of emailing and calling they were able to determine it was recieved and applied to the wrong account. Second issue Flood insurance payment was not sent in a timely matter. I recieved notices of cancelation which then made me pay out of pocket after providing my Escrow payment in full. This issue took me 3 weeks to resolve and once The Money Source actually sent payment my insurance company has refunded me. New issue is now my mortgage insurance not being paid while this was due back in March. I have reported on 3 different occasions that they have not recieved payment. I have been waiting on a callback from a manager since June 1st to provide the details of the check to see if the check was cashed and have not heard back. I have over a dozen calls with this company within the past 2 months. I have sent another email today and will be calling until my issue is resolved.

I'm having a nightmare experience working with TMS. For weeks my account could not be accessed due to a technical issue and before/after the technical issue communication has been severely lacking. I've been waiting in limbo waiting on "underwriting" for weeks without an update. I received an update that my escrow analysis will raise my mortgage payments by $14K a year... when I called in to ask about this obvious error I found out they incorrectly changed my mailing address to match their mailing address in Connecticut. What on earth is going on with this company... the saga continues.

Hard to understand both the initial contact and then the supervisor. English was difficult. Finally hung up after holding for 30 minutes; was trying to find someone who could explain why my escrow acc't was cleaned out. Now my monthly payments have gone up because there is no $$ in my escrow acc't. I have zero answers and the only tele # that I can find goes to the Philippines. TMS is not a happy place!

First, I would like to inform TMS that I want to them from the bottom of my hear. TMS has been extremely helpful to me and my family. Since 2017, I've been going through an extremely hardship. TMS and all the associates have been very pleasant, sweet, professional, and kind-hearted persons. TMS has been very understanding with my situations prior to COVID-19. They have given me the opportunities to file for Forbearance, etc. Thank you TMS and ALL THEIR ASSOCIATES that have been so good to me. I get many calls asking me to refinance. My answers to them have been: No thank you. I will always deal with TMS.

I had an old TMS account and I couldn't get the new one to load properly. Ruth walked me through and process and auto pay too. Very smooth and professional. Done deal. Ruth explained things clearly and was very patient with me.

Great customer service. Not only did Gabrial resolve my issue, but had excellent conversation skills which put me at ease; knowing that I was speaking with a professional. Highly promotable (I was military and had a staff).

All I've spoken with great customer service, TMS has been working with me to resolve my problems which is great all are very professional just a great company !!!

If I could give them zero stars I would! There is no training consistency where customer service representatives know what they're talking about. One person says 1 thing and then when you call back later another person says something else completely ruining all of your efforts. I can happily say I have filed a lawsuit against TMS for deceptive trade practices and let's see how they're happiness helps them out now.

Kevin was very helpful and took time to make sure I understood all the steps to resolve the issue. He sent forms, however we found a solution to keep the account current. Kevin was a pleasure to work with.

I called TMS immediately and explained I accidentally hit the wrong computer button, which would trigger an early payment. The gentleman voided the payment as we were on the phone. I can't thank him enough, because we are on a very narrow budget.

Mr.Gonzlo did an excellent job walking me through setting up my account online. I needed to download my mortgage statement payoff. He remained with me throughout the process. I appreciate good customer service, but Mr. Gonzalo performance was great ! Please give some high praise for a job well done.

Have continuous communication experience with Servicing. They do not take effective notes, that are passed to the next team member. They unknowingly marked my mortgage as delinquent, which caused my credit score to decrease. They have sent corrected the mistake, however, I had to inquire to have it fixed. They did not catch this error on their part.

I have never had any problem with the money store you got you guys have very nice employees that are willing to take the extra step to help you out and and employees that know their job this I appreciate a lot never have I had a person in your company rush me or tell me in complete information that I was seeking thank you

Steer clear of the assumptions process with this company!! The funds for my assumption got applied as a payment and I haven't been able to get anyone to call me back with an update and over 3 weeks, My closing date for my assumption was well over 8 weeks ago..get it together tms!!

New customer. I pay my own home insurance so we need to remove it from escrow - no sense in paying twice. Simple issue. Hours on hold. Once only to be disconnected. Promised callbacks never come. Given wrong information. Then given different wrong information. Tried both English and Spanish. Submitted issue through website - no response. Promised resolution, but no changes made. Promised resolution again. 3 weeks later, no action, no response. Something is bad, bad wrong here.

Good people doing their best for any customer or potential customer. A pleasure to deal with even when the situation you're contacting them about isn't pleasurable.

Well I must say I was wrong for using one situation or experience to Judge a company or to validate how the Money source work. I have Kristie who reached out to me directly and actually listen to my concern and have been working with me ever since to get my issue resolve. So far it's a 180 turn around from the previous rep I spoke with. Great support and customer service from her. One of the best and I am super happy. I would recommend to anyone.

As a new customer, Sheryl advised how to set up an online account; what to look for and what not to do. Shared very helpful information about my account. Positive first encounter with TMS.

If I could give them a '0' Star I would I decided to refinance with the money source everything was great I would make my monthly payments.. then they had a mixed up put stuff on my credit when I had proof I sent payment I emailed I even typed a letter I also called customer service no one helped me out no one responded to my letter and now they even switched the late payment on my credit FROM NOVEMBER to October!. I Ended selling the property these people ruined my credit.

Let's start by saying I would give 0 stars if I could. TMS is ABSOLUTELY THE WORST company to deal with! I loved my old mortgage company then TMS bought out my loan. The 1st phone call with this company was horrible. In 2 months I've spoked with them atleast once a week sometimes more than that. I have NEVER been late on my house payment in the years I've owned it but in 2 months I've been with TMS I've been reported 2 times to my credit. After the 1st report I called to have it corrected they admit it was wrong and say they will fix it. So they did but yet again this month I'm reported late again when in fact I'm not late... I will be refinancing my house and praying I never have to deal with TMS again!

My experience with The Money Source Inc. has been exceptional and I look forward to continued service for many more years to come.

I just made my very first mortgage payment with this company. I cannot write any good reviews yet but I believe it will get better. The only thing I did not like is that you had to hit 13 prompts To get to a person. They need to update that way you can call in and actually speak to someone immediately.

I appreciate the attention to detail. My escrow account had a shortage and I was unable to afford the new payment. Thankfully I had an amazing account representative "Tara" who quickly went to work to assist me in understanding my account details and lower my payment to one that won't largely impact my family's budget.

After my Father passed away, I inherited a financial mess and many surprises including the fact that he had not made a mortgage payment in 14 months. I was putting together a huge jigsaw puzzle with many missing pieces. I had never heard of The Money Source before and was very leery of scam mortgage companies. The first phone call with them explaining my situation relieved me of my concerns. They were genuinely very caring and understanding and walked me through the process of modifying the loan. They helped me through a very tough time. The only negative is that every time I called I would speak with a different person who would have to read through the notes to understand the situation. That being said, every single person I spoke with was as caring and empathetic as the person before, even relaying their similar situations. As much as I was very nervous about the phone call to them to find out the outcome of their decision regarding the modification, they put my fears to rest with a positive outcome. My 90 year old Mother could stay in her home of 55 years for the rest of her life! Thank you to The Money Source!!!

The worse company ever they are a ripoff they take advantage, add shortage on account and do not report to IRS the actual charges on the customers accounts. Please stay away from this company.

I sent in $7300 for a payment and it was never credited. The company doesn't seem to care and takes no responsibility for cashing the check but not posting it. It's been over 45 days and nobody has reached out to me. I've called and sent letters. Also, they have never sent me a written statement of my account like I've asked them to do. Very shady company.

I contacted The Money Source with regard to my mortgage and the struggles of COVID. The representative who assisted me was very helpful and understanding. She was able to offer some assistance with the hope of getting me back on track through this difficult time. Of all the mortgage companies I have had in the past as a homeowner, I can definitely say that TMS Customer Service has been the best. Thanks again for your help.

If I could give a negative zero stars I would! This company is by far the worse mortgage company on the planet! They have had my account for only 4 months & it’s been a literal nightmare! TO ALL MILITARY PERSONNEL AVOID THIS COMPANY AS YOUR LIFE DEPENDS ON IT! They have consistently denied me my SCRA benefits even though I’ve provided all necessary documentation proving I qualify! I am currently still deployed serving my county & can’t even focus on my mission because they are actively trying to foreclose on my home! What kind of unpatriotic nonsense is this? I’ve had to contact a military attorney to speak on my behalf & they are still trying to take my home! It’s insane! Once I get through this nightmare I will spare no expense getting my loan refinanced to work with another company! Their representatives have been rude & extremely unprofessional on top of everything else!

Absolutely worst mortgage second rate company. I’d never have chosen them, they bought my loan. For the past year, they have fumbled with my paperwork so I could move out of the covid Forebarance they put me under , which was supposed to help, but then they slyly sent me paperwork saying I’d agree to start my loan anew when I had only 10 years to go. No way. So now they have fumbled again for six months, the whole time reporting me to credit agencies as late, when they had said I did not need to worry about that. I do not think they deserve business. I hope they sell my loan to more competent and honest lenders and that they get fined for their incompetence.

Precious was so very helpful. She walked me through the entire process of paying off our mortgage correctly and without any problems. She was lovely and patient and very kind. I gratefully give her 5 stars!

My husbands and my credit score negatively reported on 3 separate occasions by this company. A total of 150 points down the drain due to, in my opinion negligence. When we applied for hardship assistance we were advised that our credit would not be affected, that’s what the representative made us believe. They sent letters and I’d call to ask, they said don’t worry about it. When I switched to an Forbearance they said the same thing, LIES. Inconsistent information between departments. And staff being changed all the time. Incredibly frustrating dealing with this company. Looks like it’s a pattern for them just ruining peoples Credit reports.

I can't remember a time I've had bad customer service from TMS. I will say that Brittney...I assume that's the name of the girl I spoke to a few days ago (not January like the email says)...was a very pleasurable person to speak with. She was polite, professional, communicated very well what she was doing, got my answers and a very efficient time frame. Companies could benefit greatly by more Brittney's working for their customer service department.

in my experience with them, we also were under the impression, as instructed by their employees in customer service representative and their loss mitigation department, that our credit would not be affected and we should not worry for negative impact on our score during our hardship and forbearance assistance program. WRONG. Kristi, told my wife that information was wrong and our credit was "accurately reported" basically the opposite everything we were told for the last 2 years. SOUNDS LIKE YOU NEED TO TRAIN THE CUSTOMER SERVICE REPRESENTATIVES IN WHAT NOT TO SAY TO HOME OWNERS WHO TRUST THEIR WORD WHEN THEY SAY NOT TO WORRY ABOUT THE CREDIT REPORTING. based on other reports on here, this is a trend/pattern that the money source uses to take advantage of a fragile situation. also, they should also be held responsible to our most recent incident with them. for years we have been asking for a change in the phone number priority, every tine they assured us it was done, WRONG AGAIN. the request began in 2018 and in 2022 it was finally completed! only after going back and forth with them for 2-3 weeks. due to the ineptitude of this aging request our January payment did not go through and we were not correctly notified, our credit was again affected.. automated responses are so distasteful and that's what got us here in the first place Kristi!

Had a VA refinance and they where great when I sold the home and had questions about escrow and other concerns. Very kind and informative. Responded quickly to my phone calls and could understand the person I was talking to.

Unfortunately I have placed at least 5 calls requesting a follow-up call from one of the Leadership Team members but has NEVER receive a call back. The front line customer service representatives are very helpful and responsive, but can only do so much. Extremely frustrating. I would never recommend the Money Source to anyone, do to the lack of response and and neglect from the Leadership Team.

The rep was very knowledgeable and professional. She did not need to transfer me multiple times and she handled my situation very well. I am pleased with how quick and helpful she was!

I worked for The Money Source as a desktop support technician. I got covid in early 2021 and they fired me immediately. They don't care about their employees at all. Horrible company.

New to this company. Web portal is very user friendly and responsive. Excellent customer service over the phone. Representative (Carla) was knowledgeable, patient, friendly, and committed to assisting me with answering my questions and addressing my needs. My experience was very different than what I expected and when compared to similar companies that I have worked with in the past. Based on first time interactions, I highly recommend the company and feel fortunate to being doing business with Money Source Inc.

The Money Source escrow dept has been a nightmare. June of last year, escrow showed money taken out of my acct to pay for the insurance. I recieve a canclled insurance letter in August from my insurance company. Which now I had to pay out of my pocket over 700.00 to keep my insurance. They stated they never got the check from escrow. I called the escrow company asking for a copy of the cashed check to be sent to the insurance company. Reply: they can't do that, I asked they call my insurance company. The reply: they can't do that. After 7 months of of trying to get someone from escrow to work with me .... to no avail. My insurance company reached out to my escrow company. Come to find out the check was sent to a different insurance company with two other accounts . I have hit a brick wall trying to get my refund back. No one will correct the issue at The Money Source. I will call again today and will go through the hour long wait time as I have done oh so many times trying to get this cleared up to demand my refund and have escrow taken off my account ! !

Horrible experience. We had our mortgage through them and setup our payment but they ended up transferring our mortgage with no notice! The only way I found out was from a notice from our credit report. There was no email, phone call, mail whatsoever. Very shady company.

I am so happy we got paired with TMS. Being first time home buyers they’ve been very helpful. All of the associates are knowledgeable and I can tell they care about telling us the truth. Matthew was specifically amazing. They care about us being successful in our purchase.

Very disappointed in this company. They recently purchased my home loan. Its been 3 weeks. They sent me my welcome information with the account number for a whole different loan. I've been on the phone several times trying to get this resolved. The last phone call was 45 minutes long. They are now telling me that it could takes months to get this resolved. My question is, why are they buying up real-estate loans when they have these kinds of on-boarding issues?

Spoke to Karma in Loss Mitigation. She really cared about my situation and wanted to give me the latest updated on my account to ease my mind. She was very patient with me even though I was frustrated. By the end of the call I was so relieved and happy.

I needed my 1098 so that I could file my taxes and I had received a couple of emails from the money store but due to my age I have I’m not all of the computer illiterate so when I called and Brianna help me walk through and get my 1098 I was very relieved she was very patient professional and polite and I am really indebted to her because I have to get my taxes done tomorrow and if without her I would not have been able to do that I really appreciate it thank you very much

Recently every call I have had to make to TMS regarding certain issues have been an outstanding experience. TMS associates have been properly trained as they are professional, courteous, and knowledgeable. They understanding how this pandemic has impacted many of their customers and are able to help us or offer solutions. Kaloni provided outstanding customer services and it is greatly appreciated. Keep up the great work as it does not go unnoticed!

Was a rough start to 2022 with many hurdles, but with the help of The Money Source and their excellent customer service i was able to modify my mortgage and save hundreds!

Horrible company. The customer service is the worst with wait times around 1 hr. The customer care representatives won't understand simple things and you will be transferred to other departments. I paid my taxes for 12 months during the closing and now they're billing me again. The tax department couldn't find the notes from previous calls and the story starts again. I am calling them since one month to fix this small thing. I am waiting to transfer my loan to a better company.

Every one at the money source is amazing and makes sure all my questions are answered and so polite and greeting lets me know i can call about any issue and get it done way to go money source for having an awesome team

Was knowledgeable and patient thanks to his help I was able to understand my options.

Worst website payment experience, 11/1/2021 can't even make it onto the login page for my account. After a month of waiting for them to send me my welcome letter after they got the mortgage loan servicing from Midwest Loan Services. Was finally able to set up my payment, and recurring payments finally (11/2/2021), by signing on early in the morning the day after when the website wasn't bogged down.

Mortgage Solutions customer service rep Bridgette was amazing. She was so helpful and quickly and accurately answered all my questions. Knowing that Mortgage Solutions actually cares about their customers is so refreshing and motivating. I will be recommending MS to everyone I know as a company to use. Also MS will be the first company I look to for all my future home purchases. Great job leadership team. 10🙏🙏🙏🙏🙏🙏🙏🙏🙏🙏

I am recognizing the incredible level of service provided to me today by Justina at The Money Source. I had an unusual set of issues and she patiently walked me through each and every one, followed up on each and did not give up when she got blocked multiple times. She became convinced that there was a solution and she persisted until she got the right departments and people engaged who were convinced by her and took corrective action. The total time she spent working with me on the phone was 2 hours, 8 minutes! Without her help I strongly believe that we would not have achieved a solution to these convoluted issues. In addition to her tenacity, Justina exudes care and empathy, is an amazing listener, is thoughtful and demonstrates dedication to making customers happy. If you bank with TMS I highly recommend that you ask for Justina. Thank you Justina - you rock!

Ashley helped me get a payoff doc. and she exceed my expectations. With that kind of customer service. I am doing a refi and I hate leaving the TMS because the Company has be great

There were some initial discrepancies with my account when I was transferred to them from Better mortgage but Kristi was up to the mark for her Customer Service. She was responsive in a timely fashion and sorted out the issues in no time.

I needed my 1098, but there was a technical problem with the website. One quick phone call, and I had the form in my inbox. Thank you.

Horrible website and features, about 20 years behind the times, made for people who are afraid of technology. The only way to contact them is by calling an 866 number, which stops operating after 9 PM EST (so west coast people are SOL). Verification of my cell phone has failed multiple times (the code I get from TMS on my cell fails verification). I can enable two factor authentication without adding a phone, so I wonder what will happen if I need support. Cannot start recurring payments without talking to someone on that 866 number (which closes after 9 PM EST.....). No secure messaging. The site is built for mobile devices and looks just silly on a desktop. The list goes on and on and on... I hope their customer service (before 9 AM EST) is better than their website.

I have been trying for months to do an escrow analysis on my mortgage loan through the Customer Service Representatives at TMS to adjust my mortgage payment. I decided to email and forward my documentations to Kristi Schleicher, Vice President of Customer Experience. She handled the matter expeditiously and resolved all of the issues that were presented to her and gave an explanation of where the problem occurred. If anyone has any issues at all, please contact her. Thanks much Kristi for a wonderful customer experience after this long ordeal. I appreciate it, greatly!!! God Bless!

I have been dealing with a TMS mortgage problem since January. I have never spoken to the same person twice in 25 to 30 phone calls. Today I finally got two people...one a customer care rep and the other a tax department guy...who were savvy and were really trying to help me. It is very frustrating when you have to repeat your story over and over again because you don't talk to the same person on every call.