Consumer complaint received 2023-08-14
Company: Village Capital & Investment LLC
State: NJ
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I am reaching out regarding a late fee for {$65.00} imposed on VA Loan # XXXX by the Mortgage Lending Company, Village Capital I Investment LLC, on XXXX of XXXX. 

The above referenced loan was transferred to a new lender, XXXX XXXX XXXX, with a late fee. On XX/XX/2023, I contacted Village Capital and spoke to XXXX, supervisor of accounts, to resolve the issue. During that conversation, he took XX/XX/2023 payment, call reference/confirmation # XXXX, and he promised to remove the late fee, but later I found out that he did not. Hence, I am reaching out to your agency for investigation and protection of my consumer Military/VA rights. 
During our conversation, I explained to this individual that we always paid on time and that month check must have gotten lost in the mail. He acknowledged that Village Capital had been having issues with receiving payments on time to the payment address. My XXXX  and I also provided Village Capital with a copy of the carbon copy of the check with the date it was issued, XXXX, attached to this complaint as evidence. Moreover, my husband and I contacted our bank and requested to place a stop payment on that month 's mortgage check. Village Capital had expressed to us before checks mailed to the payment address on the paystub are usually late reaching their office and that this is a common issue for many of their customers. As you may now, this imposes a burden on their customers and generates thousands in late fees profit for them. Furthermore, during that call with that individual I paid the mortgage for XX/XX/2023, month in question, and paid the mortgage for XX/XX/2023 to avoid further late fees. Regardless all of our efforts contacting and communicating to resolve this issue, Village Capital deliberately sold our VA loan to the new lender with a late fee. They also reported the late fee to the credit bureau, and it is now effectively affecting our credit score which has always been excellent. 
At the beginning of XX/XX/2023, I called that same individual, XXXX, to inquire why the loan was sold/transferred to a new company with the late fee that he had indicated XXXX Village Capital would vacate. During the call, XXXX was disrespectful, using foul and condescending language, and stated loudly and unprofessionally that I better not call his cell phone again because the loan was sold, and Village Capital had nothing to do with me or the loan and to delete his number. If I was calling his cell phone, he is the only one who could have given it to me during our conversation in XXXX. It is evident that Village Capital acted fraudulently by adding a late fee charge to our loan and by promising but failing to remove it. Furthermore, this individual, representative of Village Capital, treated us without any dignity or respect during my call early in XXXX. 
We are a Military family and request that you intervene by holding Village Capital accountable. Furthermore, please keep Village Capital on your radar as they seem to be conducting business that are not representative of Financial Protection Bureau consumers standards. 
We have called the new lender twice, on XX/XX/2023, and today XX/XX/2023, in an attempt to have this late fee vacated, but today they informed us the charge is from Village Capital and since the account was sold to them with a delinquent fee the only company that may remove it is Village Capital. 
Our family served our country, and Veteran 's should not be taken advantage of with fraudulent charges, especially when Village Capital acknowledges having issues with receiving mail at the address they require the bill must be paid. 
We are reporting this issue to you since both mortgage companies are saying that the other is responsible. We hope that your involvement results in find a solution and the wrongful and fraudulent late fee gets properly vacated. Thank you. 

Please advise, XXXX XXXX and XXXX XXXX ( G ) XXXX or ( I ) XXXX

Company response to consumer: Closed with explanation