Consumer complaint received 2022-11-08
Company: PLAZA HOME MORTGAGE, INC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This complaint is regarding Plaza Home Mortgage / XXXX  Mortgage Services Multiple attempts have been made to rectify this situation. A Qualified Written Letter was sent to Plaza Home Mortgage, XXXX Mortgage XXXX as well as the XXXX & XXXX of Plaza Home Mortgage. 
Plaza Home Mortgage has been egregiously billing and collecting payments on a mortgage that they do not own. More than {$38000.00} has been taken from a trust account held in the homeowners name. Each step has been painstakingly spelled out for all parties by the homeowner. This should never have happened in the first place. Plaza Home Mortgage is refusing to correct their errors. The homeowner is an innocent party that has been unknowingly paying two mortgage payments each month to two mortgage companies. Again, both mortgage companies claimed to own the mortgage. The information provided should clarify the events as they have taken place. 
XX/XX/2022, Plaza Home Mortgage Inc. also known as XXXX is listed on escrow documents provided by XXXX XXXX XXXX XXXX XXXX. 
XX/XX/2022, Plaza Home Mortgage aka XXXX sells mortgage to XXXX XXXX Bank, XXXX XXXX to be processed by XXXX XXXX XXXX a subsidiary of XXXX XXXX, XXXX XX/XX/2022, Plaza Home Mortgage sets up autopay for the XXXX XXXX mortgage that was sold on XX/XX/2022 XX/XX/2022, XXXX XXXX XXXX sends Welcome Letter XX/XX/2022, XXXX XXXX XXXX sends statement and past due notice XX/XX/2022 XX/XX/2022 payments were made to Plaza Home Mortgage aka XXXX XX/XX/2022 XXXX XXXX Home Loans ( a subsidiary of XXXX Mortgage XXXX ) sends notification of loan transfer from XXXX XXXX XXXX XXXX XXXX ( a subsidiary of XXXX XXXX ) to XXXX XXXX Home Loans ( a subsidiary of XXXX Mortgage XXXX ) XX/XX/2022 XXXX XXXX Home Loans XXXX XXXX ( loan specialist ) sends letter regarding past due payments XX/XX/2022 Some of the missing mail from XXXX XXXX XXXX XXXX shows up XX/XX/2022 XXXX XXXX XXXX XXXX is contacted for more information and to bring the mortgage up to date XX/XX/2022 Payments are processed by XXXX XXXX XXXX XXXX for the months of XXXX, XXXX and XX/XX/2022 XX/XX/2022 Bank that mortgage payments are drawn from sends notification of account being overdrawn. Suspecting something isnt right and after combing through transactions it became clear that two mortgage payments were being processed each month XXXX XXXX has responded with the following correspondence declaring their findings after an investigation into the matter : Thank you for reaching out to us. 

We received your letter on XX/XX/2022, and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found. 
Our records have been updated to reflect you as an authorized third party for the above referenced loan number. 
It has been determined that the loan for the above referenced property was being simultaneously serviced by XXXX XXXX and Plaza Home Mortgage. The loan originated with Plaza Home Mortgage on XX/XX/2022. Effective XX/XX/2022, the servicing of the loan was transferred from Plaza Home Mortgage to XXXX Loan Servicing, XXXX ( XXXX ). Effective XX/XX/2022, the servicing of the loan was transferred from XXXX to XXXX Mortgage XXXX XXXX XXXX XXXX. 
On XX/XX/2022, XXXX XXXX contacted Plaza Home Mortgage to confirm if the loan was still active in their database, and to determine necessary steps to close the loan and request refund of any payments. It was in fact confirmed that an error has occurred, because Plaza Home Mortgage did not release the loan as scheduled on XX/XX/2022. As a result, statements continued to be generated for the loan. 
It has been confirmed that on XX/XX/2022, the servicing of the loan will be released from Plaza Home Mortgage. In addition to the servicing being released a refund will be issued directly to XXXX XXXX for the payments that were collected by Plaza Home Mortgage. If there are any further questions or concerns related to this matter, please contact Plaza Home Mortgage representative XXXX XXXX at XXXX extension XXXX. 
We apologize for any inconveniences and confusion related to this matter. Thank you for giving us the opportunity to assist in resolving this issue. As of the date of this correspondence the loan is due for the XX/XX/2022, monthly installment. 

RESPA RESPONSE TO NOTICE OF ERROR Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that an error occurred because the servicing of the loan was not released from Plaza Home Mortgage effective XX/XX/2022, which resulted in dual servicing of the loan. The error is scheduled to be corrected on XX/XX/2022, when the loan will be released from Plaza Home Mortgage. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are : XXXX Transfer Notice XXXX  Welcome Letter XXXX XXXX Welcome Letter Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX : XXXX E-mail : XXXX Notices from Plaza Home Mortgage have not stopped. Three additional past due notices arrived during the month of XXXX alone. This needs to stop. A refund needs to be issued.

Company response to consumer: Closed with explanation