Consumer complaint received 2020-12-14
Company: PRIMARY RESIDENTIAL MORTGAGE
State: DC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I recently refinanced my home and timely informed my previous mortgage company, PRMI, and they not only reported it to the credit bureau as a late payment that caused my credit score to decrease by 30 points, but they then placed it on my credit report as closed, which reflects negatively. I am not sure how or why they are desperately seeking to hurt my credit or why it was hit from them back to back, with a total of a 40 point decrease. How can you put it as late or in default then not even 7 days later have it closed with a {$0.00} balance. 

In addition, when they sent the payoff, my escrow account was about a little over {$1900.00}, which they refused to transfer and informed my new mortgage company in mid XXXX that they would mail the check to me, but to date I have not received the check and they still are stating they are calculating it. I spoke with XXXX ( very rude and gave false information ), XXXX ( more than twice and advised me to send in a complaint with you'll or XXXX  ), and XXXX ( was totally confused and advised the check was sent ), who all gave numerous reasons for the delay in processing my check and then again XXXX advised me to go ahead a file a complaint with you'll on XXXX/XXXX/XXXX, which I am doing so now. 

They never can answer correctly as I was told the check was sent, then when I asked for confirmation of the amount, I was told it was not sent and they were still calculating and then was told 7-10 business days, which it has been over 10 business days as they were sent the wire transfer onXX/XX/XXXX, which I have proof of, and yet no check or any call back or update from them. 

They are stating that although the new lender sent confirmation of the wire transfer on the XXXX they was totally funded, that they didn't post it until the XXXX, which is why they marked my credit report as late, but then turned around and closed it. I know they were aware of my refinance, as they were properly notified and had direct communication with my new lender, as they advised them, my new lender, that they were not transferring my escrow and would only send it directly to me, as well as they had to send them the payoff, which they tried to delay, too. Therefore, they not only knew of the refinance, they immediately still chose to hit my credit report, which they sent exactly at XXXX on the first of XXXX and no other company does it that soon, as there is always at least a 3 day delay in reporting, but again this company is set up to hurt people and not help. 

They have several complaints of doing this to other customers, as I reviewed their XXXX  reports and they also never replied to my complaint that I sent through CFPB before about them and their practices in XXXX. They are only adamant about attacking consumers credit, to force consumers to not be able to refinance and stay stuck with them and their unfair practices and rude customer service. 

FYI- It seems ironic to me that they sold my account to XXXX XXXX XXXX which they are the management company for their accounts and did not provide me notification or documentation of this process until I had to force it from them months after it was sold, but still have never provided documentation of proof, which is also required. I only received this information because I wanted to know why they had my account in a not to be sold status.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation