Consumer complaint received 2023-09-26
Company: LAND HOME FINANCIAL SERVICES
State: MN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process
Sub-issue: Payment process

Complaint:
A couple months ago we switch homeowners insurance companys and so we had escrow checks mailed to us. In which we were instructed by insurance agent to return toward escrow upon receiving. First check we applied, but second one we recieved i wasnt able to pay on website because their website only allows one pending payment at a time. Which i then figured id apply it to our following mortgage payment. I believe this all started end of XXXX into XX/XX/2023. XXXX of XX/XX/2023 we recieved a escrow analysis stating our morgage payment was increasing almost {$400.00} a month, in which made me realize the escrow had to be messed up. Upon calling the mortgage company the employee on the phone said she didnt see any ecrow payment not even the {$730.00} made on XX/XX/2023 but she did see a payment for {$730.00}. I explained the {$730.00} was paid on the website to be applied to the escrow she said she would put in a request to fix the mistake, but then i explained that small amount shouldnt have change our escrow to that extreme. Her and I agreed there must have been 2 escrow payments made and she said she would request the payment of {$1800.00} from XX/XX/2023 also be applied to escrow. Upon reviewing documents with my insurance agent and on my own personal time i then remembered i never applied the second check and now they were requesting one of my mortgage payments to be applied to escrow. So then i contacted the mortgage customer service once again explained what i wanted to correct. {$2000.00} was the missing escrow payment, I asked for the {$1800.00} to repay my XX/XX/2023 mortgage payment that we reversed then asked for the remaining to be applied to the escrow. Fast forward to XX/XX/2023, I logged online to now schedule my XX/XX/2023 mortgage payment to find out they are stating my XX/XX/2023 payment was never made when in fact it was paid according to my checking account and their website on XX/XX/2023. I then proceeded to call their customer service, in which i was told multiple times they didnt see any mistakes then asked to speak to a supervisor who then said her customer service rep and herself reviewed all payments and see no error but I could email they research division with my concern to see if they can find the mistake. I did just that, everyday for multiple days. I tried contacting them the next day again to get a solution and once again was told they didnt have one and that research could take up to 48 hours to correct it. In which i stated XX/XX/2023 payment would be due soon and i didnt have time to wait to figure out whats going on. I was then transfered to 3 supervisors who all kept claiming to be the next persons superior before eventually being hung up on and never called back. Upon calling back and asking to speak to the last person i was on with i was told she wasnt available because she was in fact on a new call, funny because i was told if disconnected she would call me back. I then asked to be transfered to the manager who i was told I couldnt be directly connected to but i could leave a message and wait for a call back. So I then proceeded to leave a message for the Manager in which i was told was XXXX asking for a call back with a brief message in regards to my concerns, to this day havent heard from XXXX. On XX/XX/2023 I recieved a letter in the mail stating my XXXX payment was late and a late fee would be added. I then called customer service and asked how this is possible when they are still working on the issue, the rep chuckled stating she doesnt understand it either as she sees over {$6000.00} just floating not applied to anything and it would be more than enough to bring our mortgage up to date plus cover the escrow amount mailed to us. She then asked supervisors for permission to apply the money to the payments, in which she did now everything we had been arguing with them for months over seemed to be fixed. Nobody could answer me to whether they can reversed the negative report to my credit report or not, or whether my request to remove my PMI was approved for still awaiting to request a new escrow analysis to get our payment back to a normal dollar amount. We havent received ANY apology for their mistake nor has anybody even acknowledge the negative treatment we recieved during the past two months over this situation making it difficult for us to even want to stay with them as a mortgage company. Two months of stress and damage to our mental health and time lost with our precious children, and they see no guilt in any of it. We even lost work over hours upon hours of time spent trying to fix their mistake. Still NOT ONE PERSON AS OFFERED ANYTHING TO US.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation