Consumer complaint received 2023-04-30
Company: PLAZA HOME MORTGAGE, INC.
State: NJ
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
I was two months behind on my mortgage payments. I was able to get extra money and I made payments to try to get my account current. I made a payment in XXXX of this year for XXXX. I made a payment on XX/XX/XXXX for XXXX and another payment on XX/XX/XXXX for XXXX. This should have brought my account current and satisfied any late payments. I was away for work and called in to make my payment for XXXX and was told that this payment would be for XXXX because the payment in XXXX was returned due to non-sufficient funds. This was a shock to me because I know for a fact the account was funded and the money came out, but more over, nothing was returned to my account. I have been going back and forth with this company for over a month now and there has been no resolution. When I got back from my work trip, I called in again and spoke with another rep, who is supposed to be my account manager and the one I need to contact for any and all things associated with this issue. I then get a letter stating that my account will be transferred to a nee servicing company on XX/XX/XXXX. My question to the rep is " How will I be able to contact you if my loan is being transferred? '' I was told that I will get her direct number. The number I received from her I have called numerous times and it always states that she is unavailable and to speak to another rep. Again, this has gone on for more than a month now. I submitted a screenshot of my online banking showing that the payments came out and they told me that this was not an acceptable form of documentation. I was then told to submit a bank statement showing only those payments to the company, I did that and was again told that this is not an acceptable form of documentation. Lastly, I was told that I needed to submit a rolling statement for the months of XXXX and XXXX, I did that and have not heard back from the company since. I have called the account manager, emailed as well as left messages and no call back, no email and not even an automated response stating the email has been received. At this point, I am at my wits end because it has been reported to the new servicer that I am two months behind as well as reporting this to credit bureaus. When I called the new servicer, I come to find out that it is a debt collection company. My final push was to reach out the the VA rep that I worked with through my initial process in finding a home and closing. I was told that they have no experience with the previous servicer, Plaza Home Mortgage, but has a great relationship with the new servicer, XXXX XXXX. I even got a document from their site showing that the payment was made, but they still show that I owe money. This to sum it up has been a very stressful and discouraging situation that no Veteran or anyone should have to get through. I am here to share this story because who knows who else has been through something similar or IS going through this right now. PLAZA HOME MORTGAGE needs to be stopped. If you look them up on the XXXX XXXX XXXX, they have similar complaints and are not accredited company on there. Please Assist!

Company response to consumer: Closed with explanation