Consumer complaint received 2026-04-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Loan estimate or other related disclosures
Company: Movement Mortgage LLC
State: WI

Complaint narrative:
I recently completed a refinance with Movement Mortgage and encountered a series of practices I believe warrant regulatory attention, both individually and as a pattern. I am not seeking any financial restitution, but only to warn others of their practices. 1 ) Withheld funds and interest dispute. During signing, I was told verbally that the discrepancy between my quoted payoff and projected payoff would be resolved by sending me a check for the difference. Several weeks later, after repeated follow-up on my part, I was informed I would not be receiving that amount. The loan officer claimed my last payment had been made XX/XX/XXXX, and on that basis said they needed to charge an additional month of interest, deducted from my escrow. In fact, my last payment was made on XX/XX/XXXX. I had also asked months prior, in writing, how loan turnover and payments would work during the transition. The misrepresentation of my payment date, used to justify an additional interest charge, strikes me as either incompetent or deliberately misleading. I was able to stop this charge only because I had documentation. 2 ) Unexplained fees and escrow manipulation. During the drafting process I encountered several irregularities. An unexplained {$300.00} fee appeared in a later draft with no explanation and was removed only after I flagged it. My condo insurance costs {$26.00} per month, but Movement Mortgage attempted to fund an escrow account at {$100.00} per month, collected 15 months in advance, which would have amounted to roughly {$1500.00} for insurance that costs me {$300.00} annually. I was led to believe an escrow account was required. It was only after consulting a knowledgeable third party that I learned it was optional, and the escrow was removed. In the subsequent draft, however, a {$300.00} insurance payment payable to the lender appeared as a new line item that had not been in any prior draft, requiring yet another explicit correction. Additionally, my employment history could not be accurately entered into their system without me prompting the loan officer to correct it. 3 ) Unsolicited mortgage life insurance solicitations, mailed as apparent A/B/C/D/E testing. On XX/XX/year>, I received six envelopes from Movement Mortgage. Five contained solicitations for mortgage life insurance. Each had a different title, different formatting, different urgency language, and different QR codes. One was notably smaller and printed on yellow paper in a way that resembled a check. None were the check. The escrow refund check arrived in a sixth, nondescript envelope, separate from the others. The check expires after 180 days. The deliberate variation across five solicitations, sent simultaneously to the same customer with no disclosure, suggests these were marketing variants being tested on a live customer without consent. The physical arrangement of the mailing, with the check buried in an unmarked envelope among five urgent-looking solicitations, creates conditions under which a customer could reasonably discard the pile without locating the check. At the loan officer 's persistent request to speak by phone, I declined and kept all communication via email. I have a documented record of the interactions described above. I am filing this complaint because each of these issues could be explained individually as an error. Taken together, they suggest a systematic pattern of practices that benefit the lender at the customer 's expense.

Company response to consumer: Closed with explanation