Consumer complaint received 2023-02-16
Company: ARVEST BANK GROUP, INC.
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
on XX/XX/XXXX, I first learned of a foreclosure set against my home. I received a returned check that was mailed on XXXX XXXX ( 10 days there and back to my home ). I was understanding I had until XXXX XXXX ( 120 days ) to stay on top of the mortgage as I had 2 XXXX earlier in 2022 and was working on catching it up. They accepted payment in XXXX which should have taken me out to XXXX.I didn't get to speak with anyone on this matter this day. 

On XX/XX/XXXX, I contacted the Mortgage company again as I received the official foreclosure packet dated XX/XX/XXXX ( 15 days to land, 1 way ). The number provided for direct contact did not have an active VM at that time. 

On XX/XX/XXXX, I also contacted the attorney that was provided in their documentation and left a VM. after 24 hours I attempted to call the attorney again on XX/XX/XXXX with no response. 

On XX/XX/XXXX, I called the number again with the attorney ( Left VM ) and with the Mortgage company. ( No VM available ). I looked up the Mortgage co main number and dialed in that way. On this day she understood we were trying to resolve this and that she would reach out to that attorney directly and see what was going on. I was also given a new number for that Attorney 's office at that time. 

Contacted the new Attorney number and left another VM. 

At this point, we were rolling into the weekend. I gave it a couple of days in between to allow a return call. On XX/XX/XXXX, I spoke with the mortgage company again asking why can I not get ahold of them. The mortgage company sent out an email ( XX/XX/XXXX ) directly to the attorney requesting the reinstatement themselves and noted that the email was opened by the attorney and should hear something within 1-2 days. She also stated that the deadline for Mod assistance dated XX/XX/XXXX is voided as the circumstances with the discovery of a resolution could not be determined due to lack of info being provided. 

On XX/XX/XXXX, I looked up a general number for the attorney hired by the company. Spoke with a receptionist and was given yet a third number. Called and left another VM. 

At this point, I have not received any other documentation, contact, calls, demand letter, reinstatement total, or anything in regard to a resolution. I also raised questions with the escrow account along with the money held in suspense that I was paying extra towards the loan to catch up It wasn't until XX/XX/XXXX, I received a reinstatement response from their attorney and continued to bill during this time. I requested an Itemized billing by date with every action they have taken and also request a meeting with the attorney and accounting to determine why this is the first I am hearing from their offices and why they did not respond to the mortgage company. 

I was told by the attorney they continue until the Mortgage company says stop. 
I called the mortgage co back and spoke with someone new at this point. I was told those charges were incurred prior to my request. Then I reaffirmed that is not the case as I have an itemized billing from them disputing that allegation. 

At this point, each party was finger pointing and the attorney said I need to speak with the Mortgage co and the Mortgage co said I need to talk with their attorney. At this point, I had no choice but to resolve the amount stated as this put my career in question. 

I ended up paying the reinstatement amount, not because I agreed with it, but to protect my professional life. It was never an issue that the funds weren't available. 


My issues- There was no prior communication and the mortgage company is stating they did not have a good number, email, or mailing address for me. ( yes the mortgage company of the property had no address for me ). None of that info has changed in 5 years since I started dealing with the Mortgage company directly. 

I was told their system changes could have caused this issue, in turn, put the home into foreclosure and delayed any remedy. They did not comply with the fair dealings and good faith act on behalf of a mortgage servicer. 

After paying the reinstatement amount, I received another statement showing over XXXX owed when the same day, I received a reinstatement confirmation stating we are no longer in default and the reinstatement from the attorney showed all fees past and future for dismissal as part of the reinstatement amount. 

Receiving docs that were only good through the date it was printed and then mailed. 

The mortgage company in relation to the attorney they hired, did not give any notification, mishandling of information, admitted faults with their mailing, and still can not answer the questions raised on the escrow account. 

This was not a single misstep along the way but a combination of multiple actions or lack of action that has warranted seeking action. This was an intentional delay and foreclosure of the home and then continued to make it impossible to resolve for months on end. 

This has not only caused more of an unnecessary financial burden but the hours on the phone with them and the emotional strain through the holidays and months on end. 

and continuing to prove a financial burden being accumulated after an agreement was reached. 

Thank you for your time and hope we can prevent other families from falling into this domino effect from faulted business practices.

Company response to consumer: Closed with explanation