Consumer complaint received 2023-12-12
Company: ALTERRA GROUP, LLC
State: DE
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process
Sub-issue: Payment process

Complaint:
Dear Consumer Financial Protection Bureau, I hope this message finds you well. I am writing to bring a pressing matter to your attention concerning ongoing issues with my mortgage payments, which have caused significant distress and frustration. 

My first mortgage payment, which was due no later than XX/XX/2023, was submitted on XX/XX/2023. Regrettably, despite making this payment within the required time, it has not been correctly applied to my account, leading to a series of complications and uncertainties. 

In an attempt to address this situation, I contacted Panorama via phone. I have diligently logged into the Panorama portal on a weekly basis to monitor whether my payment had been posted. Unfortunately, there has been no sign of it on my account. I waited until XX/XX/2023 to make my XXXX payment because my XXXX payment still hadn't posted. On XX/XX/2023, I received a certified letter from Panorama Mortgage stating that my account was past due and requesting immediate contact. In response to this, I promptly reached out to their customer service on the same day. 

During my call on XX/XX/XXXX, the representative informed me that my first payment had been redirected to a different department within the company, and they did not have access to those funds. The representative advised me to go on the Panorama portal and upload a copy of my bank statement proving I submitted the payment to Panorama. I did as directed and I also uploaded the email confirmation I received from Panorama for the payment I submitted. The conversation left me feeling uncomfortable and concerned, especially in light of the certified letter stating that I was late on my payments. The representative tried to reassure me that I had a 60-day window before being reported as late and guaranteed that my account would be updated with all the payments I've made by XX/XX/2023. 

Despite this attempt of assurance, I continued to log in weekly to check for updates on my account. Unfortunately, as of today, XX/XX/2023, my account still shows as past due. Today, I called Panorama and spoke with the representative named XXXX, she indicated that on her end, she only saw the amount due for XXXX and suggested that I had made a partial payment, which is not accurate. In addition, I continue to receive mortgage statements with a past due balance. 

My reluctance to make the full {$3500.00} payment stems from the mishandling of such a significant sum of money to a company that has not been able to properly account for my previous payments. It is particularly frustrating to receive mortgage statements that consistently reflect a past due amount despite my efforts to address this issue. Also, to constantly be told by the representatives that there are a bunch of other homeowners with the same issue. As if that should provide me with reassurance. 

I kindly request your intervention and assistance in resolving this matter. I am seeking clarity regarding the status of my payments, an accurate account of my mortgage, and assurance that my credit will not be adversely affected due to this situation. 

I would greatly appreciate your guidance and support in ensuring that this matter is thoroughly investigated and promptly resolved. Please keep me informed about the progress and any actions taken regarding my complaint. 

Thank you for your attention to this urgent matter.

Company response to consumer: Closed with explanation