Consumer complaint received 2021-11-01
Company: ARVEST BANK GROUP, INC.
State: LA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have several issues with this mortgage company. 

1. I received a {$15.00} bill for legal fees. For a supposed " proof of life '' request. When my loan was first bought out by Arvest Mortgage. I recieved a huge packet, and in the packet was a payment slip with no envelope. I tried to call and setup auto draft, but they said loan was too new and I had to wait. So I mailed in my payment ( with extra principle ). I always pay extra principle. The two months go by and I never recieve a bill. So I call them and they said it takes 3 months to issue payment books but I was supposed to send in payments on my own. So I pay everything in full over the phone. SIX months later I receive a bill for {$15.00} dollars because they " ordered proof of life '' because I was " delinquent '' by 1 month and they never even sent me a bill. After I called them to pay and paid in full plus next months mortgage and set up auto pay. I call them to work it out and all they said was the order was issued one day before you paid and there is nothing we can do. I said did you cancel the order when I paid? Because I know no one came out within a day. Nothing on the other end except you owe and you must pay nothing we or you can do about it.

2. I have not received the the same bill from this mortgage company in over 3 months. I called and talked to them about this several times and they keep telling me because my escrow changed. I went back and my taxes and insurances have not changed since I have been with them. But somehow they keep changing my bill every month. 
One month it will be {$1900.00} and next month it is {$2600.00} then another month it is {$2100.00} ... .. How is this even possible when nothing is changing on my end. I have called them about this and everyone I talked to said that it is fixed and it never is. Something is definitely going wrong here ....

3. Just wen through Hurricane Ida and called them to see what the procedures are for getting my insurance check endorsed by them. Have a feeling this is going to be worse dealing with this mortgage company than dealing with the hurricane! Lady on phone said have your contractor send us his information with his W9, and insurance and estimate and you send us your endorsed check and we will send you back a portion of your funds until milestones are complete. I told the lady I am contracting everything out myself and I have no W9 and they have a copy of my insurance. She said those are the rules and you must comply and send us your contractors W9. I tried to talk with her but it was useless. Again, I believe this will be a process of unnecessary pain and all I want to do is get my house back together as quick as possible. 


This is the worst mortgage company I have ever had to deal with. Most I have had I just pay my mortgage and never here from them and everything goes smooth. Bill only changes if insurance or taxes go up. This company is doing something not right because no one should get bills 6 months after a charge and have there mortgage payment constantly change. Now them trying to dictate what I do with my home is absolutely insane. I understand they want to see that the home is fixed and I am perfectly happy to let anyone see the work that is done. But them holding funds till I find a contractor with a W-9 and insurance to do everything is nutty. I want to fix my own house with my own contractors which is my right.

Please let me know what is going on with this company as I have reached out to them more than one person should ever talk to a mortgage company.

Company response to consumer: Closed with explanation