Consumer complaint received 2022-01-10
Company: HIGHLANDS RESIDENTIAL MORTGAGE
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I called the company this morning, the representatives on the phone said that nothing in my account matches what is here in the complaint. They denied making any payments to the county, they deny that my payment is to be lowered, they denied everything, and that I am currently late paying my account. 

This is NOT resolved, i have 100+ recorded calls of nothing but lies, here AFTER they stated that they will resolve the issue, AGAIN, We are being told that they will not be sending me any refunds. I will be Filing a new complaint again, and I will be filing this information with my attorney to begin a lawsuit if not resolved by End Of Day Today, XX/XX/XXXX, This has been a problem for the last Full Year, and as of XX/XX/XXXX when I began to try to work with these people to resolve, I have been met with Inefficiency and Negligence, so much to cause my health to deteriorate. Doctor Documented. I will not continue on this path. If we have to sue and file an injunction, then so be it. We are poised and postured for this fight now. 

Information provided today, stated that I owe over $ 300+ more per month that what I am supposed to pay. 

By the Confirmed Calculations, my payment should be as follows : {$1400.00} - Principal + Interest {$240.00} - MIP -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - {$1600.00} - Total Monthly Payment -- -- -- -- -- -- -- -- -- - Current Listed Monthly Payment - Incorrect {$1900.00} - XXXX Principal + Interest - XXXX MIP - XXXX Home Owners Insurance - XXXX Negative Escrow Balance THIS IS NOT CORRECT!!!!!!!!!!!!!!! 

The Mortgage Company Sent the following Payments AFTER Being Told NOT To send the money ( in the response from the company, they stated that they should not have paid it, as they RECEIVED the Confirmation of the Exemptions - See Below in the Companys Response ) XXXX - XXXX - Tax Disbursement XXXX - XXXX - Tax Disbursement XXXX - XXXX - Tax Disbursement XXXX - XXXX - Escrow Advance - Tax Disbursement Total Money Paid in a Knowing Error - {$10000.00} This is RIDICULOUS!!!!, They stated on the phone that the money was NOT paid in error, and will NOT be Refunded. 

I was told that the current payment includes recovery of the Negative Escrow, which is Due to the Negligence of my account. My Payment is Incorrect, and Will NOT be paid at that amount, and I should not Owe Any Monies, Until My Money that they took and paid out in error is Returned To me. 

Its NOT Logical that I should have to pay for their Mistake, and Continue Until they Open Their Eyes to Correct it. 

This XXXX XXXX XXXX did not Resolve Anything, he sent a message stating blah blah blah blah blah, We are Sorry, and NOTHING HAS BEEN FIXED, In Fact if for Nothing, ITS WORSE!!!! 

They sent a message stating that they will not accept a payment for What I ACTUALLY Owe, because its Less than what the payment THEY INCORRECTLY STATE is Due, and If Not Paid as they stated, they will NOT Accept the partial payment and return it, which will cause even more issues. Like Late Fees, and Credit Reporting. Which at that time, we will be forced to Activate the Lawsuit being prepared, if not resolved, and we will add SLANDER to the Negligence Claim. Taking it to possibly a Class Action Lawsuit in Addition. If they have done this to me, they have certainly done it to someone else.

The other item to note. We pay our Home Owners Insurance Every Year, IN FULL with our Credit Card. We Never Opted to pay into this with Escrow. Our Attorney reviewed the CNR 's and we Opted NOT to do Escrow for this. Not to Mention our Insurance Company does not do Escrow for the insurance. This is Also a Point of Contention in this Complaint.

This Company is doing EveryThing they can to cause us pain and suffering. This now needs to come to an end. This is our last attempt, and is being sent over to our attorney for review as well.

Prior information from prior complaint - listed below and reference case number : XXXX -- -- -- -- -- -- -- -- -- -- -- -- In XX/XX/XXXX, The clerk of county sent over the revised tax value and tax debt amount to the mortgage company to revise the cost associated with taxes on the property. We didn't hear anything and I called them to see what was happening or when this would be changed, this was XXXX and XXXX of XXXX. On XX/XX/XXXX I called and said we have been waiting since XXXX to get this straightened out and they said oh this will be done by the end of XXXX and you should have the money by XXXX ; they said they needed to open a work order and that it would be completed by the XXXX of XXXX and I would have my refunded money in my hand on the first of XXXX. We didn't receive it and I called again on XX/XX/XXXX and they said I had to upload some documents to them and I told them that they already had the documents and they confirmed they had them as they read them over the phone to me. I keep calling them every day to see where the funds are and why I haven't received them yet to no avail. 

Companies Response : To Whom It May Concern, Highlands Residential Mortgage Ltd. ( HRM ) is in receipt of the complaint dated XX/XX/XXXX, on behalf of XXXX and XXXX XXXX ( the borrowers ). HRM values our customers, and we appreciate the opportunity to address this matter with the Consumer Financial Protection Bureau. On XX/XX/XXXX, the borrowers inquired about a tax exemption. They were advised of the email address to send the documentation. We received the documentation and opened a work order to review the taxes on the same day. The documentation received was an email to the borrower indicating the exemption was granted. On XX/XX/XXXX, we received the borrower 's written request to waive insurance from escrow. In the enclosed letter dated XX/XX/XXXX, the borrowers were advised that their request to waive insurance from escrow was denied. On XX/XX/XXXX, HRM attempted to verify the tax exemption with XXXX XXXX. We reviewed the county website and spoke with the tax office. The Tax Assessor indicated that the homeowner is not approved for any exemptions and paid current taxes. On XX/XX/XXXX, the borrower called regarding the Mortgage Insurance Premium ( MIP ) removal status and the tax exemption. In the enclosed letter dated XX/XX/XXXX, we advised the borrowers that they are not eligible for MIP removal. Additionally, the borrowers were advised the county did not verify tax exemption. The borrower emailed additional documentation on the same day, and we reopened the work order to review the borrower 's taxes. On XX/XX/XXXX, we reviewed the county website and spoke to several individuals at the tax office, and they confirmed the borrower was not approved for an exemption. On XX/XX/XXXX, the borrower called regarding the tax exemption and requested a supervisor. The documents received from the borrower on XX/XX/XXXX, were reviewed again and the work order was reopened to review the taxes. On XX/XX/XXXX, we reviewed the county website and confirmed the tax exemption was effective XX/XX/XXXX. The tax payments disbursed for XXXX did not include the prorated exemption. A new work order was opened to review a possible overpayment for XXXX. The borrowers tax line has been updated to reflect the tax exemption and another work order was opened to run an escrow analysis. Please allow 15 to 20 business days to complete our review. We are unable to accommodate the borrowers request for interest and damages due to stress. We have enclosed the borrower 's payment history for your reference. We note that the borrowers attempted to resolve the issue several times with representatives in our Customer Service Department. Our goal is 100 % satisfaction, and we regret any inconvenience the borrowers may have experienced through this process with us. Thank you again for the opportunity to address the borrowers concerns with the Consumer Financial Protection Bureau. If you have any further questions, please contact us at XXXX. Thank you, XXXX XXXX, XXXX XXXX, XXXX

Company response to consumer: Closed with explanation