Consumer complaint received 2021-06-09
Company: RENASANT CORPORATION
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Loan Officers : XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX,, XXXX XXXX, XXXX XXXX for XXXX XXXX XXXXRenasant transition ) Escrow Tax Clerk : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX I am writing to file a complaint on several issues Ive had since my mortgage was bought 10 months into me buying my home in XXXX. I have been misled by incorrect statements, I have been verbally told incorrect information, I have been contacted by email replies that are also incorrect or misleading regarding my loan. 

There have been discrepancies with this account since XXXX to XXXX regarding my payments that are being sent in by online bill pay, money order ( in transition to the other mortgage lender ) and also when paid at the bank directly, and the communication has gotten worst. I have over 40 emails going back from the very start of this confusion. 

I have asked several times why is it that I can not log onto their website to view my account or make a payment. I have not received any feedback at all for several years and the most recent time that Ive asked was XX/XX/XXXX and XX/XX/XXXX to get the run around and after calling many times to the IT department my questions went unanswered. I spoke to several representatives who told me that this was blocked on the back end and only the loan officer can take the block off. I gave the officer the information and she told me on email that she would try to reach out to someone and then replied back the same week and said that she doesnt know who to contact she doesnt have the authority and that she would have to reach out to XXXX who was out of the office. No response at all. I continued to pay at the teller. Whenever Ive sent my payments in through my bank this company would not apply my payments, or tell me that Oh Im sorry I found your payment it was sitting in the lock box unapplied In turn that makes the account late/delinquent and then they continued to report the account to the credit bureaus over and over again, causing my credit score to drop each time on a monthly basis which makes me appear to be irresponsible and the payments were sent in already. When Im connected by the officer, I tell them that the payments were sent cashed and unapplied and I give them the check number and when my bank said that it was cashed and they reply back as though they are in disbelief until I send copies of the check front and back, all of a sudden, the payment is found and posted but late. Ive requested in writing to Renasant Bank and all credit bureaus and nothing has been done and they communicated to the credit companies months later stating that the account status is accurate. In turn I would let the officer know that my account is marked late and if they can please update and notify the credit companies nothing was done and currently my credit score is still low because of this. Ive also had a credit repair company to look into this for me and they never received a response from Renasant Bank what she found was that they report to the credit companies late also and its probably because the hold onto the payments as unapplied when they actually arent so a letter was sent out XXXX of XXXX no response to correct this. 

XXXX of XXXX, I went out of town for a family emergency and I made a payment in XXXX and XXXX XXXX, when I got back and checked my mailbox, I have several statements with all different dates and all different amounts. I emailed my officer and to my surprise I was asked about an escrow payment and if I had received the notice. I looked at all letters and I only had statements nothing about the escrow payment and I asked her if she would send out another letter and if she could send it in an email and explain everything as I had been out of town and had no letter. She insisted that it was sent out but couldnt tell me any dates. I received the email attachment that made me very concerned because of how it looked and the dates were off because she asked me if I had sent in my payment for XX/XX/XXXX which I did so I was confused. I asked her what is the amount that I need to pay and also telling her that the escrow due date was actually XX/XX/XXXX and at the top it shows XX/XX/XXXX and viewing the letter closer it looked tampered with as if it someone used a correction liquid or tape and photo copied it and then scanned it into the email. So many red flags in any event I went that Saturday to the teller and paid the amount that I was told to pay based on the email conversation. XX/XX/XXXX. There after based on the email communication I paid the amount that was asked of me, which I understood to be that if I paid the escrow amount the amount would be {$910.00} and then the amount each month would be {$860.00} going forward. I made payments every other week in XXXX I was paid three times that month and I continued to pay in XXXX. 

XXXX comes and I thought let me follow up with the officer to be sure because something just never feels right and I got an email from XXXX XXXX stating that I was back on track with Renasant Bank. I did not receive a response until the next day and I was told that they hadnt received any additional escrow payments. I was thrown off and blown away because I paid what I was told to pay by XXXX XXXX and also, I got another email from XXXX stating that they did receive my payment for XXXX and it has been applied so I am cleared for XXXX. I am not sure what happened because Ive sent in pictures of all my receipts from the teller and I also notified her that my payment was made. I have no clue why in XXXX of XXXX that they are still asking me about escrow payments for XX/XX/XXXX. I looked back at the email and noticed that XXXX had replied to me in a very hostile manner and that XXXX didnt respond at all and also, I went back to the email from XX/XX/XXXX and saw that the email was actually dated XX/XX/XXXX which made me question was this even correct in the first place and also why was an email sent to me in XXXX and the email regarding the escrow payment being due in XX/XX/XXXX the email communication shows XX/XX/XXXX. XX/XX/XXXX no response back at all for me to pay the correct amount owed this week for my XXXX payment and what the amount should be. At this point I am totally confused and the communication is just horrible. 
The job of any bank lender broker sales person is to assist a home owner or prospective home owner and do so with honesty and in good faith as outlined in Real Estate Law they are setting a very bad example for those who set out to work for or with them.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation