Date Received: 2022-11-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have inquired about paying my own taxes and insurance into my escrow in order to prevent my mortgage from raising. I have a fixed mortgage rate. I was told it would be possible but wait for escrow analysis to pay shortage or any changes. The servicer names Newrez attempted to charge me twice what the county asked for tax and attempted to raise mortgage higher than what was being paid without warning or option to pay shortage. I immediately called them and notified them of this error. They asked for documentation proving my taxes were lower. Once I provided it they then agreed to charge what county charges. I then proceed to tell them I still intend to pay shortage if there is any. They then notified me there is no shortage I actually have a surplus however they still want to charge me a higher rate in anticipation of a possible shortage. When I told them first all of their calculations are incorrect because they were based on the wrong tax information they said well that is the only option or write a hand written note to remove the escrow. I did. Then I was told I would have to refinance to a higher rate in order to remove escrow which was not mentioned before and the representative stated oh well there is no other way. This practice seems predatory and shady as it is as if they are trying to force unaffordable payments or undue hardship in order to push for forclosure or a higher interest rate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have complied with the Payment Deferral Plan documents, yet I was still placed in the foreclosure process, and charged foreclosure and miscellaneous fees and reported as delinquent to the credit bureaus. I have time and again tried to work with XXXX since XXXXXXXX XXXX XXXX by proactively reaching out and documenting the exchanges, yet, the mortgage deferral plan was NEVER implemented despite assurances that I simply needed to wait for the paperwork to be processed. The loan was then transferred on XX/XX/XXXX to Shellpoint. I have contacted Shellpoint multiple times regarding the matter, and I was asked to complete a trial plan of three payments while they review the documents for deferral plan, which I have completed, but all the while I kept receiving mailing that I'm now in a foreclosure process. I have tried to contact Shellpoint multiple times and was provided the similar answer of under review and no action to resolution. Every time I have contacted mortgage company representatives, I have had to endure the long wait times on the phone and explain the same thing from beginning to end. The story gets longer each time I called. I was told the same thing that I had completed all steps as needed, that I needed to wait for the documents to be processed, and that I would not put in any foreclosure process or charged any fees while awaiting loan servicing to update or refunded if any were assessed once the loan is updated. In reality, the documents were NEVER processed, I was constantly sent a new notice asking me to contact XXXX and Shellpoint, I was slapped with multiple fees, and ultimately, I was placed in foreclosure despite the multiple assurances and outreach efforts. This intentional conduct by Shellpoint and XXXX to put me in foreclosure without ANY change despite my proactive outreach and documentation is causing undue distress to me and my family, and is a complete failure to do as promised in changing the mortgage in a loan modification. I request to be placed on the deferral plan as agreed to by the previous loan servicer, XXXX XXXX XXXX, and removal of all foreclosure related fees by Shellpoint that should not have been assessed in the first place -- given the agreed-to deferral plan that could have been processed anytime in the preceding five months as promised by the representatives. My sole goal at this point is to resolve any and all mortgage related issues. I have the full intent, goodwill, and capacity to do so, and await Shellpoint to honor the agreement without further external escalation. -- DISPUTE FEES AMOUNT Date Amount Transaction Name XX/XX/XXXX {$3.00} XXXX XXXX Balance XX/XX/XXXX {$100.00} Late Fee Assessed XX/XX/XXXX {$100.00} Late Fee Assessed XX/XX/XXXX {$15.00} Other Fees Disb XX/XX/XXXX {$160.00} Legal Fees Disb XX/XX/XXXX {$1500.00} Legal Fees Disb XX/XX/XXXX {$640.00} Legal Fees Disb Total {$2600.00} -- TIMELINE OF EVENTS/ACTIONS/INTERACTIONS XX/XX/XXXX I called XXXX at XXXX to request Payment Deferral ( Forbearance Plan ending on XX/XX/XXXX ). I was asked to call back in XXXX to make the request since XX/XX/XXXX is too early to do so. XX/XX/XXXX I called XXXX at XXXX to request Payment Deferral. I was asked to wait for the application to arrive in the mail, fill out, and return it. The representative informed me some of the documents to gather that would be needed ( e.g. pay stubs, bank statementsetc. ), and assured me that no news would be assessed and my loan status would stay current while an application is pending. XX/XX/XXXX Mortgage Assistance Application received in the mail. XX/XX/XXXX I filled out the Mortgage Assistance Application and faxed to XXXX. XX/XX/XXXX I called XXXX at XXXX to request confirmation of receipt of documents faxed. Representative explained that the fax is handled directly by Underwriting servicing department and can not verify, but asked me to wait and assured me that that fees/status change would NOT occur while an application is pending. XXXX No update from XXXX. XX/XX/XXXX I received a COVID-19 Payment Deferral offer in the mail, dated XX/XX/XXXX. I called XXXX at XXXX to inquire of this and how it affects my pending application that was faxed on XX/XX/XXXX. I was informed that : XXXX still has not processed the XX/XX/XXXX fax information. The representative explained that I can directly agreeing to this offer, and that further explained that : o There are no processing fees for this payment deferral. o XXXX will continue to report me as current on my credit report. o All deferral amount would be due at the end of the mortgage life. o I must make one catch up payment of {$2700.00} since I have already reached the maximum 18-payment deferrals. o The new monthly after the plan is processed would be XXXX. o A payment of {$2800.00} is due on XX/XX/XXXX. I agreed to the Payment Deferral Plan as is, and I signed the form and sent it over while the representative was still on the phone with me. Additionally, I the made pre-requisite catch up payment of {$2700.00}. I was informed that the XXXX XXXX XXXX would process the deferral plan as soon as possible and within 30 days. ( Attachment : Signed Deferral Plan Agreement, bank transaction withdraw of {$2700.00} ) XXXX No update from XXXX. XX/XX/XXXX I received a Default Notice in the mail from XXXX, dated XX/XX/XXXX. XX/XX/XXXX I called XXXX at XXXX to follow up on the Deferral Plan update and to inquire about the Default Notice. I explained of my situation from XX/XX/XXXX to date. I was informed that my loan is still awaiting the XXXX Underwriting team process the deferral plan. In the meantime, I noticed a {$100.00} fee assessed in the transaction history and a {$3.00} XXXX XXXX Balance in the Default Notice. The representative explained to me that the Default Notice was automatically generated by the system and that the Default Status would be cured once the Deferral Plan is processed and the {$3.00} XXXX XXXX Balance would be refunded. Likewise, the {$100.00} fee assessed was also automatically generated by the system and that it would be refunded the loan is updated. The representative asked for my continued patience while Underwriting process a heavy backlog of cases, and I authorized her to make a payment of {$2800.00}. ( Attachment : bank transaction withdraw of {$2700.00} ) XXXX No update from XXXX. XX/XX/XXXX I called XXXX at XXXX to follow up on the Deferral Plan status after another three weeks have passed since my last phone call to XXXX and still no update from XXXX. I also noticed another {$100.00} fee assessed of {$100.00} on XX/XX/XXXX in the transaction history. I explained of my situation from XX/XX/XXXX to date. The representative informed me that due to a heavy backlog of cases, the Deferral Plan remained unprocessed, explained that the fee would be refunded once the Deferral Plan is processed, and asked for my continued patience and await update from XXXX. XX/XX/XXXX I received two letters in the mail, both dated XX/XX/XXXX, indicating that A ) I dont have sufficient homeowner insurance coverage, and B ) I have two insurance policies in effect. I called XXXX at XXXX to follow up, and I informed XXXX that I have only one policy in effect, its policy number and coverage details. The representative said no insurance matters can be found on her end and asked me to disregard the insurance related notices. I also inquired of the status of the Deferral Plan, and explained of my situation from XX/XX/XXXX to date, and how I am losing confidence in XXXX. The representative informed me that she had no new information and asked me to wait for the mail to arrive. XX/XX/XXXX I called XXXX at XXXX to follow up. I explained the situation from XX/XX/XXXX to date. The representative XXXX ( # XXXX ) was shocked by the lack of progress and apologized. Additionally, she informed me that she sees the mortgage being potentially transferred to Shellpoint. She agreed to escalate the Deferral Plan issue to her supervisor, who would contact me in 3-5 business days regardless of the potential transfer. I followed up on the {$100.00} fee assessed from XX/XX/XXXX. Like other representatives, she indicated that such fees would be waived once the Deferral Plan is processed. XXXX No update from XXXX. No phone call from XXXX Customer Service supervisor as indicated on XX/XX/XXXX. XX/XX/XXXX XXXX XXXX XXXX website restricted access to my loan details. XX/XX/XXXX I received a Transfer of Servicing Notice in the mail, dated XX/XX/XXXX. XX/XX/XXXX I received a Loan Modification Offer in the mail, dated XX/XX/XXXX. The letter indicated a trial period plan in the amount of {$2500.00} at 480 months to avoid foreclosure. I called XXXX at XXXX to follow up. I explain of my situation since XX/XX/XXXX to date. I was informed that my loan is confirmed to be transferred to Shellpoint on XX/XX/XXXX and that it is best to wait until after XX/XX/XXXX to contact Shellpoint, as the Deferral Plan is unlikely to be processed with a pending transfer loan, and I will have a grace period of 60-days due to the loan transfer without accumulation of late fees or penalty to discuss the details with Shellpoint XX/XX/XXXX I contacted XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX to formally complaint of the treatment received at the hands of XXXX and asked for an intervention in hopes of resolving the issues prior to the transfer of the loan. XXXX date No reply from XXXXXXXX XXXX or any further updates from XXXX. XX/XX/XXXX I called Shellpoint at XXXX. I inquired of the status of my loan from XXXX. The representative confirmed that the XX/XX/XXXX XXXX XXXX plan from XXXX can be seen and asked me to submit payment for the trial payment of {$2500.00}. I was informed that my XXXX is XXXX XXXX, and she would review the Deferral Plan from XX/XX/XXXX. I authorized the payment of {$2500.00}. Afterward, I called XXXX XXXX at XXXX and left a voicemail and requested a callback at her earliest convenience. ( Attachment : bank transaction withdraw of {$2700.00} ) XX/XX/XXXX I called XXXX at XXXX to inquire if the Deferral Plan was transferred to Shellpoint and how the delinquent status was possible as I was awaiting for a loan servicing update that never happened. The representative explained that all communication should be done with Shellpoint as XXXX is no longer the mortgage company. XXXX No call back from XXXX XXXX XXXX XXXX XX/XX/XXXX I called Shellpoint at XXXX. I explained the situation from XX/XX/XXXX to date. The representative explained that by completing the three trial payments, the system automatically triggers a loan update by the XXXX XXXX. Also, he suggested that to expediate matters, I am allowed to make second and third trial plan payments without having to wait the monthly periods between payments. I authorized two payments of {$2500.00}, dated XX/XX/XXXX and XX/XX/XXXX. I was informed that my XXXX is XXXX XXXX. I called XXXX XXXX at XXXX ext XXXX and left a voicemail and request a callback at her earliest convenience. ( Attachment : bank transaction withdraw of {$2700.00} ) XX/XX/XXXX I received a call-back from XXXX XXXX XXXX who informed me that XXXX XXXX is my Shellpoint XXXX at XXXX, and she would send a message to XXXX XXXX for a callback. I also called XXXX XXXX directly at XXXX and left a voicemail and requested a callback at her earliest convenience. XX/XX/XXXX I called Shellpoint at XXXX. Spoke with representative XXXX XXXX to explain the situation from XX/XX/XXXX to date. XXXX XXXX explained that two options of my case are A ) continue with the Load Modification plan of {$2500.00} and await the XXXX XXXX to update the terms in detail, or B ) ask Shellpoint to honor XXXX Deferral Plan. Regarding the various wrongly accumulated fees, I should send a detailed message to XXXX to explain the situation with XXXX in detail and request the removal of all fees and foreclosure fees as I had opted in to the Deferral Plan and confirmed receipt of the required paperwork by XXXX. At the same time, XXXX XXXX agreed to file a complaint for Fulfillment to contact me. XX/XX/XXXX I received an email from XXXX XXXX, requesting my escrow shortage payment of {$1900.00}. This was XXXX XXXX first outreach to me after multiple outreach efforts, and this email came without any context such as mortgage amount, modified terms, or any reference to my prior phone conversations or submitted dispute for complete disregard of deferral plan and no update since completion of my trial payments. I replied and requested an update to the status of my dispute and the confirmation of the loan amount and status.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2022-10-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received Shellpoint package of letters stating that they were correct in reporting my XXXX payment was late. What was missing was Shellpoint letter from XXXXXXXX XXXX XXXX clarifying that Shellpoint is my loan servicer. The notice I received from XXXX XXXX XXXX stated XXXX XXXX is my loan server NOT SHELLPOINT ( See attached ). I paid XXXX XXXX as directed by XXXX the XXXX mortgage payment. In XXXX Shellpoint said that they were the loan servicing company not XXXX XXXX. I took their word for it and paid the XXXX XXXX XXXX XXXX Payment noting to Shellpoint I Paid XXXX XXXX for XXXX. Shellpoint took two months to get the XXXX XXXX XXXX payment to be returned to Shellpoint on XX/XX/XXXX. As a result Shellpoint delays and not accpting XXXXXXXX XXXX XXXX instructions seriously ruined my credit by reporting me late for the XXXX payment. My complaint ; I still do not have proof that Shellpoint reached out to XXXXXXXX XXXX XXXX to correct their instructions that XXXX XXXX is my loan server, not Shellpoint. Shellpoint had no right to the XXXX payment as XXXX ( see attached ) clearly states for me pay XXXX XXXX the XXXX payment. Shellpoint said they sent me a welcome letter, which I told them I never received. If I did, I would not have reached out to XXXX to ask who is my new loan servicing company. Shellpoint customer loan service does not take calls or ever called me. Shellpoint or XXXX XXXX XXXX never told me or stated that Shellpoint was my loan server for the XX/XX/XXXX payment ... ... .Only XXXX stated that XXXX XXXX XXXX my loan server on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22309
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company Shellpoint XXXX has been misapplying my payments. I get paid once a month on the last working day, therefore I pay my mortgage early. I spoke to a lady named XXXX on XX/XX/XXXX and she advised they were misapplying my payments. I have tried to rectify this however they hang up on me, transfer me or supervisors and managers promis to call me back. Supervisor XXXX was supposed to call back on XX/XX/XXXX but did not. It was then escalated to manager XXXX on XX/XX/XXXX. She said she would review the account and call within 24 hours. That did not happen either. Meanwhile, my account is getting further and further behind while they do nothing. Because of this I've spoken to my attorney about giving my house up because I can not deal with this company. However the payments I have paid I still want them applied correctly. I asked if I could speak to someone over Manager XXXX but supervisor XXXX didn't seem to know who that was.
Company Response:
State: IL
Zip: 62221
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX Shellpoint Mortgage XXXX XXXX XXXX XXXX, TX XXXX Re : Request to Review Basis for Denial of Loan Modification Account Number : # XXXX Subject Property : XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL XXXX Owner : XXXXXXXX XXXX XXXX Dear CFPB : I am writing to you because I am trying to seek a loan modification, and I believe that the loan servicer ( Shellpoint ), is refusing to follow the guidelines pursuant to XXXX. I am asking the CFPB to please conduct a review of my account to determine if my suspicions are correct. I have owned the subject property since XXXX. Although Shellpoint is my loan servicer, I am unaware of the present lender, which is allegedly a governmental organization. I have tried to obtain a loan modification through their loss mitigation program. I have not been advised of the status of my loan modification/RMA packet aside from a denial based on ( 1 ) lack of documents ; BUT ; ( 2 ) I was informed in writing and telephonically that my application was complete. ) This can not be reconciled. Therefore, because Shellpoint has been the designated loan servicer, I am asking that you look into the following issues : Did the servicer give me a fair opportunity to be evaluated under XXXX ( and all relevant laws ), because my application was denied for lack of documents despite Shellpoint previously acknowledging that my loan modification/RMA packet ( packet ) was complete? There was a sale that took place on XXXX XXXX, is Shellpoint intentionally declining to review my subsequent packet? For what reason ( s ) am I ineligible for co-signer release? And, if I am not truly eligible, can you help me understand the reasons why I would be deemed ineligible? In order to determine if I am eligibleand because I would like to receive the documents requested per a qualified written request ( QWR ) I had sent to Shellpoint. The timeline to provide me documentation per the QWR has passed. Can you assist me in requesting the loan servicer to provide me ALL of the requested documents I am legally entitle to? At present, there is no sale date on my subject property. From my review of the laws under XXXX, I understand that your office has the authority to investigate these types of matters and I am requesting the CFPB to assist me. Thank you, and if you have any questions other concerns, please do not hesitate to contact me at the address set forth above. Sincerely, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Seven years ago I took out a 7 year fixed adjustable rate loan that reset from 3.375 to 6.25 starting XXXX XXXX The current company servicing the loan is newrez morgage out of XXXX, SC. The loan documents clearly state the maximum that the rate can go up in any year is 2 percent compared to the previous years rate, meaning the rate should have not exceeded 5.375 for this year. A letter dated XXXX estimated my rate change would have been 3.625 and instead it is over 2.5 percent higher. I have made at least 5 phone calls to newrez loan servicing over the last several months to complain and ask for reconsideration, including escalating to supervisors but it hasn't changed their position on what my rate should be. I would ask the agency to look into this matter for me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28117
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: 1. Our mortgage payment was made in a timely manner via NewRez.com online payment portal at XXXXXXXX XXXX eastern time zone on XX/XX/2022 in the amount of {$1100.00}, but due to the natural disaster Hurricane Ian some communication facilities were not available to us as we were in XXXX Florida assisting with disaster response ( Internet & cell reception ). We called the next day confirm payment, NewRez said payment was received but marked it late. We believe this is in error. XXXX. We believe this error creates civil liability for NewRez LLC dba ShellPoint Mortgage Servicing under Title 15 USC 1681o, Title 15 USC 1681n ( B ) ( 2 ) ( a ), and USC 1693 ( h ) ( b ) ( 2 ) and 1693 ( h ) ( c ) due to inaccurate credit reporting to credit bureaus. XXXX. XXXX XXXX XXXX XXXX is requesting documentation of all banking documents/ agreements/ contracts/ financial instruments any other communications either written, typed, emailed, recorded or otherwise associated with loan # XXXX originated on XXXX and the estate seeks validation of this debt pursuant to 15 USC 1692 ( b ) 4. On XX/XX/2022 XXXX XXXX XXXX, was appointed ATTORNEY GENERAL in fact over the entity known as " XXXX XXXX XXXX '' ESTATE and revoked all previous powers of attorney, and disaffirms any and all contracts and/or powers of attorney previously entered during infancy. ( See attached document ) 5. NewRez LLC dba ShellPoint Mortgage DOES NOT have permission to use the trademark XXXX XXXX XXXX to conduct ANY business transaction or send data via mail, electronically, telephonically or by any other means to any 3rd party until further notice. ( SEE ATTACHED FEE SCHEDULE & TRADEMARK ) 6. NewRez LLC dba ShellPoint Mortgage Mortgage DOES NOT have permission to use the social security number attached to the entity XXXX XXXX XXXX XXXX XXXX XXXX ANY business transaction or send data via mail, electronically, telephonically or by any other means to any XXXX parties until further notice. ( SEE ATTACHED FEE SCHEDULE & TRADEMARK ) We would like a swift resolution on this matter by XXXX, XXXX Please send all requested documents to : XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX WI XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53202
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: Due to XXXX XXXX XXXX paid my mortgage.I have delinquencies on my credit report due to XXXX XXXX gathering the necessary documents from Shell point mortgage to get the mortgage paid please remove this negative off my credit if possible and if any other information is needed please call me XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 39110
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Contacted credit reporting companies and let them know the info on all my accounts are wrong. Not all info is the same like dates opened active or closed. Some haven't reported anything. 30 days later only 1 reporting agency ( XXXX ) said they concluded their investigations and everything is correct and its not. XXXX and XXXX have not responded and it was sent certified mail on XX/XX/2022 XXXX XXXX ( CLOSED DATES DONT MATCH ) SHELLPOINT MORTGAGE ( CLOSED DATES DONT MATCH, HIGH BALANCE ) XXXX XXXX XXXX XXXX DATES, LAST ACTIVITY, HIGH BALANCE DONT MATCH ) XXXX XXXX XXXX XXXX XXXX XXXX, LAST ACTIVITY ) XXXX SHELLPOINT MORTGAGE XXXX ( CLOSED DATES, LAST ACTIVITY DONT MATCH ) XXXX XXXX XXXX XXXX ( XXXX XXXX, LAST ACTIVITY, HIGH BALANCE ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX DATES, LAST ACTIVITY, TERMS, HIGH BALANCE, LOAN TYPE, ALL DONT MATCH ) XXXX XXXX ( CLOSED DATE, LAST ACTIVITY, HIGH BALANCE DONT MATCH ) XXXX XXXX XXXX CLOSED DATE, LAST ACTIVITY, HIGH BALANCE, DONT MATCH ) XXXX XXXX XXXX ( CLOSED DATES, LAST ACTIVITY, HIGH BALANCE DONT MATCH )
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: CA
Zip: 90048
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I notified mortgage company XX/XX/2021 that the taxes have not been paid on several properties and I was at risk of loosing a tenant due to this being behind, taxes are due on XX/XX/2021. I notified the company several times after that I was at risk of loosing a tenant and the taxes needed to be paid asap. Taxes were not paid and I personally made the payment on XX/XX/2021. Weeks later company sent a check to make this payment after I informed them I personally make this payment and requested that they refund this amount to my escrow account. To date they have not refunded XXXX i personally paid for taxes.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: IL
Zip: 60615
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A