Consumer complaint received 2018-01-19
Company: 21ST MORTGAGE CORP.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX XXXX On XX/XX/XXXX, I called 21st mortgage which is were my home is financed in my fathers name but, I am on the title and make all the payments.. I have been doing business/ making payments with them since XX/XX/XXXX. I called because my county had just been devastated by hurricane Irma we were declared a national disaster area. I was out of work for 2 weeks I am XXXX XXXX we had no power for over 2 weeks. I spoke with XXXX about any programs they have to help people who have devasted by the hurricane he said they did have a couple of options I could look at but needed to confirm talk with a manager he then got XXXX on the phone. let me say by far XXXX and XXXX were the nicest helpful people I have ever worked with.. they asked what had happened which of course they were aware of the hurricane so I explained that I had been out of work no power I 'm a XXXX so it took more than 2 week to get back to work and when I did people in our county was still suffering so we are actually still just getting back to normal. they discussed 2 plan options with me because there company would must definitely help customers who have been affected by the hurricane. I asked how the programs work and if it would affect my credit because I was very credit conscience I had a perfect pay history with them and did not want that affected they assured me it would not they would not penalize customers who had been in a national disaster. I said ok please email the options so I could look over and see which I thought would work best for me and my family and they did. the option I chose was to pay {$100.00} extra with each payment I made until I could catch it all up or until the XXXX $ payments had added up to the payment. they were going to let me skip a payment that month and each month the {$100.00} would go into a account and when it added up to the payment it would clear it out. I said again will this affect my credit and I was told absolutely not just add the {$100.00} when you make your payment. I thought that was so helpful other companys were doing deferred payment till the end which is what I wanted to do. car companys everyone was working with us and everyone who had been affected by the national disaster. when it came time to make my payment the guy who handled my acct XXXX called and said I had to call and make the payment each and authorize the {$100.00} being taken out. I had previously made all my payments on time and I did them online. so when it came time to make my payment I called XXXX and set it up I asked him again how this worked and made sure it would not affect my credit. he said they had to report it to the credit bureau for being 30 days late because of the payment they let me skip and I said no that s not what I told I was assured this when not be reported to the credit bureau as late he said they had to but, because it was a national disaster it would be reported differently and would not affect my credit the same as showing 30 days late which I have no clue I believed them reluctantly and when on with the payment and the extra XXXX.. the next month my acct was given to XXXX XXXX so I called to authorize my payment and extra {$100.00} and she told me if I did not do it on the XXXX it would be reported late which I did not understand I was making my payment on time and the extra {$100.00} was being put in acct she said no basically there showing me late every month if not paid by the XXXX ... my due date is the XXXX I have made ALL payments around the XXXX XXXX that 's just how my pay checks fail never been a promlem they have a 10 day grace period and does not affect you in anyway to pay then ... XXXX so I advised her I had for 2 years made my payments the same time and the aggrement was to pay {$100.00} extra when I made my payment not you have to have it done by the XXXX I assumed because it had never been a problem when I made my payments why would it now ... she said she had to get a manager on the phone which was XXXX XXXX he was the rudest person he said when are you going to catch up your payment are you getting taxes back I said I am doing exactly what 21st mortgage made a agreement with me to do and I was going to catch it up as soon as possible because every month I called it was something different so I authorized the payment ... ..the next month which is the month I received a email from XXXX that I needed to call a make arrangements to catch up my payment because my acct was late. I emailed her back and said I have to go thru this every month I have a agreement with 21st mortgage and I am doing exactly they told me to. I would call the XXXX to authorize payment like I have paid for 2 years.. she sent me another email that said I was in default of my agreement if I did not call that day and schedule payment. once again I emailed her back and said no my agreement was to make {$100.00} extra when I made my monthy payment and I made my monthy payment the same time every month for 2 years. I said I do not understand why you are harassing customers who has paid perfectly for 2 years .. she then emailed me back and said you have not paid perfect you made 1 payment on the XXXX the others were made during the grace period.. so I said it is y'alls grace period and I have never been late and I pay the same time every month after her being so rude every month being harassed and every time I called it had changed, I decided I had enough it was enough we had been hit head on by a hurricane still recovering from that and all the stress that came with itand being that I had made every payment on time could not figure out why I was being treated this way ... so I called and asked if there was a manager or  someone in charge I could talk to and they connected me with XXXX who they said would take care of any problem I have. so on Monday the XXXX I spoke with XXXX explained that I had a agreement with 21st mortgage a plan they emailed me to do and every month something changed 1st its not suppose to affect my credit and the way they were doing it they were showing me late every month when I was told the {$100.00} was putting in acct and when the amount reached the payment they would move it over. ofcourse he said that s not how it works it works we just put that in acct and still show your a payment behind each month if you do n't make your payment by the XXXX. I said no my agreement with 21st mortgage that they made with me was to pay the {$100.00} extra when I made my payment I made my payments the same time for 2 years so you know when I make my payment around the XXXX. he said well there was a misunderstanding we thought you would make your payment by the XXXX I said no iv paid the same way for 2 years in know agreement I have made says anything about a date it had to paid by and the way my pay falls its always around the XXXX I said soo that 's max 10days different but, yet your showing me late every month why do n't change my due date since its the same time iv paid for 2 years he said no they could not do that, so I said basically your not going to do anything iv been lied to over and over my credit is being affected because I was affected by a national disaster that I did not have any control over and was told you wanted to help customers who have been affected and this is not helping them,, he said well there was a misunderstanding I said well your agreement did not say I had to pay by a certain date since you were looking at my acct you knew I had paid the same time for 2 years ... he said well if we would have known you were not going to make your payment till the XXXX we would not have done this agreement. I said so were talking 10 days the same time iv always made my payment and perfectly for 2 years you would not have helped a customer devasted by a hurricane that s unreal ... so here we are today,,, ,1 > they are showing me late every month when I was told it would not affect my credit and to make the extra when I made my payment as usual no date mentioned 2 > every time I called they were so rude and changing the agreement basically harassing there customers and they made the agreement.3 > i would never use or recommend 21st mortgage to anyone. 
all the other companys were so nice and helpful competley under stood we were not responsible for a national disaster ... esp customers who had paid perfect for 2 years. it just blows my mind the way this company treat going paying customers, and then send them a agreement that they arranged and every time you called it was different.. and this all over {$900.00} payment which i have money in there escrow acct so they know they have the money theres no need to show I 'm late .... my payment started off as XXXX $ then went up to {$900.00} i never complained they gave me no reason i just keep paying and paying on time ... ..they need to explain to there rude employe XXXX that when they set a grace period and you utilize it your still paying your payment on time ... so i pulled the credit bureau sure enough they are showing me as making late payments when i m doing exactly what the agreement they made with me ... 
and the manager is not going to do anything i said you would think you would want to help your good paying non complaining customers or most companys would.. i called around to see what different companys were doing for people affected by a national disaster and explained what was happening with me not 1 company could believe they were treating a customer with good pay history that did not ask to be hit head on by a hurricane. so i decided to send this complaint and contact BBB to see if anyone who does have any say with this company knows whats going on ... i read the reviews and obviously I 'm not the only 1 i assumed it was customers who they had had promblems with or never paid on time that they were treating like XXXX but no its everyone ... they make you want to hook your mobile home up and take it back to dealer and say here call 21st mortgage if this is how they treat good paying customers who have been affected by a national disaster beyond there control over {$900.00} you can have it back ... ..now i know why a lot of people do that, you work hard all your life to build your credit pay all your bills on time and work with people but yet when you have to go through a national disaster and your treated like XXXX by this a mortgage company is unreal ... .... i guess the shocking part also, is how all the other companys work with there customers and are so nice .. never have been treated so rude lied to from any company in my life ... .and all this over a agreement they sent me to help people ... yea right more like harass..

Company response to consumer: Closed with explanation