Consumer complaint received 2021-02-19
Company: Zillow Group Inc.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My entire experience with XXXX XXXX XXXX has been completely unpredictable, unprofessional, and a very stressful and uncertain experience. It all began with XXXX XXXX, XXXX XXXX in our very first conversation seemed very knowledgeable and professional. He listened to my ideas and request and acknowledged they all were great ideas and that he could definitely make happen. I did my research for almost a year and found a beautiful underpriced property in eligible U.S.D.A  territory with the corresponding credit to make this happen. The process soon began. The first problem was my credit was run to all bureaus 3 times in a row for no reason ; of course hurting my score significantly. During the processing and waiting period he now states U.S.D.A option won't be available never giving an official reason and to why not. XXXX then goes on to make tons of edits to the original plan ; boosting APR, denying U.S.D.A and upping the prices several times to seemingly up their cash in hand. After about 5 months in XXXX it was time to close. While closing on the loan I realized all the changes but proceeded because in the long run understood this was great investment for my financial future. 

The loan amount in total was about XXXX but the payment was XXXX the APR was set at 4 % but I was told it would be almost a % lower. 

Of course very frustrated with not many options I pay on time and somehow extra. They collected {$10000.00} for escrow even though I sent proof in XXXX and explained that the appraised value and taxes due were almost {$2500.00} cheaper. XXXX refused to make changes leaving me with an outrageous and inaccurate payment during this gut wrenching pandemic for the entire time stating correction could not be made because the servicer would be switching. This was in XXXX. 
I've constantly messaged, called, emailed not once getting considerate employees dedicated to serving the consumer. Each individual has different information, everyone is very condensending, and each department has no idea would the next department is. 

On XX/XX/XXXX as I'm going to make my XXXX payment early the system denies payment and reads my loan is ineligible for online 1 time payment. Next I call, the reason for this is the servicer has now been scheduled to swap and release and the new company will be taking payments. I'm told be patient as there is a good deal of work that goes into transfer. Im told I'll receive a call and something in the mail stating new changes and account information. In excitement I get as much info as I can while waiting and also constantly checking their system for my loan upload. 

Well things I ended up receiving is conflicting data claiming my payment was due XX/XX/XXXX to the new servicer. I also received over 30 mail pieces in regards to 3 different Mortgage companies that had my info. Documents stating insurance and taxes weren't paid, the entire time them holding my {$10000.00}. On XX/XX/XXXX I attempted to yet again access the new servicer to no avail. Same day while checking the mail, I noticed several pieces of mail claiming we were missing payment and that now XXXX was needed to bring the loan current after they didn't properly adjust the servicer and simply placed the loan back on the account as if nothing ever happened or required change. Now trembling from fear and anger I call but only to get some of the rudest people I've ever spoken with ; talking with bias but not fairly analyzing their miscommunication and caused confusion. I've always tried to stay on my game when it comes to my finances, credit, and family only to be screwed, manipulated, and unfairly treated as a consumer. I've complained to the company so many times but the lack of care is the only thing apparent. These people need to be stopped. They're corporate criminals with a research department used to investigate properties they can multiply their profits on and I was an ideal candidate due to there being almost XXXX in equity the day the loan was finalized. Look at their reviews through and source and you will better understand my issues.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation