Consumer complaint received 2018-06-06
Company: SIERRA PACIFIC MORTGAGE
State: SC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Upon the purchase of our home in XX/XX/XXXX with Sierra Pacific Mortgage it specifically specfies in our FHA closing papers under # 6. ( A ) Late Charges : if the note holder has not rec 'd the full payment by the end of 15 calendar days a charge of 4 % of the P & I will be due. We received our first letter from XXXX XXXX XXXX XXXX at the end of XX/XX/XXXX with a temp payment coupon and our Loan #  including specfic info on our first payment and explanation of a late charge that must be included of {$41.00} if payments were not rec 'd by the XXXX calendar day of each month. A letter dated XX/XX/XXXX was supposedly sent out informing us of a servicing transfer. I only learned of this transfer when I called in with a question in XX/XX/XXXX. After the XXXX rep basically calling me a liar that I had not rec 'd the welcome pack with the transfer info it -it was sent out to me certified shortly thereafter. In this notice of transfer it states that my mortgage remains with Sierra Pacific but that XXXX would now collect the mortgage payments. This letter specifically states that XXXX will act as the subservicer on behalf of Sierra for billing issues, collecting payments, paying escrowed items and preparing year end statements. In the second paragraph of this letter it states : " Nothing else about your mortgage loan will change ''! Yet- as of XX/XX/XXXX, I no longer have until the XXXX calendar day of the month to pay my payments. There is now a schedule per LoanCare that charges " fees '' from the XXXX of the month through the XXXX of the month. So, in essence if our payday lands on the XXXX and we pay in the XXXX, we are charged a XXXX fee ... .the further you get along the more the fees are -etc. Where does it say in my contract that I have to now accept this?? I can't find a thing, I only have my FHA paperwork and my paperwork from Sierra stating the info provided to you above for the XXXX calendar day. Beyond this issue with the whole late charge dilemma- I have continuously been given POOR customer service by XXXX when calling in about several problems over the last 10 months with their lack of promptness in servicing problems and/or issues that they have created! For example - They fought me in XX/XX/XXXX when I wanted to get a better home owners insurance policy that covered more of the mortgage. They tried to tell me that it was their policy to write only " one '' check a year out of escrow for this- I had to fight them to let us change and then it took a month to get this done and put us in a position of almost losing the better policy. I am currently fighting the next fight! I noticed while online making my XX/XX/XXXX payment that our property insurance amounts for the 2 parcels we own were wrong - one of them, REALLY wrong! Our second parcel property tax bill is {$53.00} a year - XXXX had the tax as {$710.00}. This caused them to run a new analysis raising our mortgage payment again more than {$90.00} a month this time! When I called in on XX/XX/XXXX to try to get this corrected I again, had to put up with a nasty, unprofessional rep who tells me that this is the correct amount according to our closing documents and that's all she can do. She then said if you have something different you need to fax the documents over to this phone #. I got in my vehicle immediately and went to the County office and did so. I followed up with another call to XXXX as soon as County tax assessors office had faxed the documents over and confirmed they had been rec 'd. In that confirmation call I asked another rep how long this would take to process the change and do another analysis. I was told 2 weeks. Seeing nothing done in 2 weeks I called and was apologized to when the rep said she didn't know why but that the Escrow Dept just assumed that the fax was for delinquent taxes, therefore she would go ahead and email them asking them to process the analysis and make the change. I made my last and final call on the evening of XX/XX/XXXX ( an addl 2 weeks later! ) NOTHING had been done - Still. I was again apologized to by this time, a very nice rep who seemed sincere ( in my opinion ) and was professional but she did as others have ( specifically 4 have done ) already and entered another email to the Escrow Dept. The process has failed -over and over! In the mean time we have a house payment that has increased twice in one year and our payment has increased from {$1000.00} to {$1100.00}! I have not yet made the XXXX payment - I need answers and I need HELP with these HORRIBLE people! I have all documents and will be glad to send them if needed. I will not stop here at the CFPB.

Company response to consumer: Closed with explanation