COMMENTS/COMPLAINTS

If you have a consumer complaint:

Please Contact Us. If you feel that you have not been treated properly or have a complaint or question regarding the services provided you by Prime Source, please contact us. Just write to us with a description of your circumstance. There are three ways to do so:

  1. Click here for our online reporting system (preferred)
  2. Or mail your letter to our Compliance Officer at:
    Prime Source Mortgage, Inc.
    1109 North Bryant Avenue, Suite 110
    Edmond, OK 73034-3251
  3. Or email us at customerservice@psmortgage.com

Filing a complaint with Prime Source

Here are a few steps to help you file:

  1. Include your name, address, telephone number and the best times to reach you.
  2. Describe your situation in detail and in writing; names, dates, are all very helpful.
  3. Prime Source will respond to you within 72 hours of receipt of your letter or email.

Dispute Resolution Process

Complaints are processed in the following manner: The complaint is assigned to a member of our Compliance Staff who determines if the root cause is within our company’s control. We will attempt to resolve your complaint in the most expedient manner, either over the telephone or through written correspondence. If, at any time, we need more information, we will contact you. If you need to provide us with additional information, please do so in writing.

Additional Texas Complaint and Recovery Fund Notice

Prime Source Mortgage Inc. is licensed under the laws of the state of Texas and by state law is subject to regulatory oversight by the Texas Department of Savings and Mortgage Lending. Any consumer wishing to file a complaint against Prime Source Mortgage Inc., should complete, sign and send a complaint form to the Texas Department of Savings and Mortgage Lending, 2601 North Lamar, Suite 201, Austin, Texas 78705. Complaint forms and instructions may be downloaded and printed from the department’s website located at www.sml.state.tx.us or obtained from the department on request by mail at the address above, by telephone at its toll-free consumer hotline at 1-877-276-5550, by fax at 512-475-1360, or by email at smlinfo@sml.state.tx.us.

The department maintains the mortgage broker recovery fund to make payments of certain types of judgments against a mortgage broker or loan officer. Not all claims are compensable and a court must order the payment of a claim from the recovery fund before the department may pay a claim. For more information about the recovery fund, please consult subchapter F of the mortgage broker license act on the department’s website referenced above.