Consumer complaint received 2023-10-19
Company: RELIANCE FIRST CAPITAL LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Fees charged

Complaint:
I hope this letter finds you well. I am writing to express my deep dissatisfaction with the recent handling of my mortgage payments through the autopay system provided by Reliance First Capital LLC. I believe that there have been significant shortcomings on the part of this company that have resulted in unjust late fees being applied to my account. 

I temporarily turned off the autopayment feature for my mortgage for a period of a few days, as I lended some money to my friend and I don't want overdraft before she pay me back. But, I turned the autopayment back on within a few days and I got a confirmation message on the screen stating that " everything was all set. '' Regrettably, I later discovered that my mortgage payments for both XXXX and XXXX were not deducted automatically as expected. 

The first indication of this issue came when I received an email from Reliance First Capital LLC offering assistance for those facing mortgage payment hardships. This prompted me to review my payment history, and to my dismay, I found that the XXXX mortgage payment had not been processed through autopayment. 

I immediately contacted their customer service department to rectify the situation. The representative explained that due to a previous autopayment not processing correctly, subsequent payments were affected. While the late fee for XXXX and XXXX will be waived, I was informed that I would need to manually make my XXXX payments before the automatically payment work. Additionally, I had to made these XXXX unprocessed payment on different dates as your system did not allow for XXXX payments to be made within a short timeframe which I did right way. 

I would like to emphasize that the late payment was due to a system issue on their part, not my own negligence. I rely on autopay to ensure timely payments and to avoid late fees. If their system is unable to consistently process autopayments, it is imperative that the company takes proactive measures, such as providing alerts or pausing the autopay service, to prevent such issues. Unfortunately, I received no prior communication or alerts regarding the failed autopayments. 

Additionally, I was informed that only XXXX late fee could be waived due to system limitations. This explanation is unacceptable. If they can not reliably process autopayments, then it should not offer this service to its customers. Moreover, I have spent the past XXXX months attempting to resolve this issue with them, but I have encountered nothing but excuses, inconsistent responses, and continued late fee demands. 

I kindly request that Reliance First Capital LLC review this situation and promptly waive the second late fee of {$76.00}, as it is a direct result of their system 's failure to process autopayments as promised. I believe it is only fair that it's company take responsibility for its shortcomings and rectify this situation immediately. 

I look forward to a swift resolution to this matter. If I do not receive a satisfactory response within a reasonable timeframe as I am XXXX XXXX XXXX XXXX XXXX  and we are planning on moving soon as well. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with monetary relief