Consumer complaint received 2018-09-04
Company: The J. G. Wentworth Company
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
From XX/XX/XXXX until XX/XX/XXXX, XXXX disregarded their duty to promptly credit payments. During this time period, XXXX failed to credit 6 periodic mortgage payments and issued incorrect account statements. Under 12 CFR 1026.36 ( c ) ( 1 ) ( i ), a mortgage servicer must credit a payment to a consumers loan as of the date of receipt. XXXX failed to credit 6 periodic payments for a period up to 1 year and 9 months after the payments were received. 

In making good faith effort to resolve the account issue, I attempted to contact XXXX by phone between the months of XX/XX/XXXX and XX/XX/XXXX. During this period ( ~1 year 2 months ), XXXX did not initiate calls or return calls, made false and confusing statements over the phone, did not offer loss mitigation options, and did not report the correct amount due or balance on account statements. I made many countless attempts to contact XXXX. Some attempts that were thwarted early due to prolonged hold times. Other instances when I reached someone, and they made me believe they were trying to help you, and they had me hold for just a little bit more while they " researched '' the account, or spoke to an underwriter, only to return and to tell me bluntly and sharply that nothing was accomplished, that no promises could be made, and that there was no open investigation. There were multiple instances when I was told by a representative that they could not promise me a call back. There were other instances when I was promised a call back, one representative gave me their word, another scheduled a specific day with a  specific time-frame, only in each and every instance to fail to call me back. 

On XXXX XX/XX/XXXX, an account statement was issued from XXXX finally crediting payments made between XX/XX/XXXX and XX/XX/XXXX. I have included this statement. I have also included the statement from XX/XX/XXXX which shows the previous incorrect balance reported. They issued these statements without calling me or issuing an appropriate notice to me that after 1 year and 2 months of making multiple requests for XXXX to correct their record, that XXXX had finally recovered the payment I made and credited them to the account. 

After finally crediting the payments, XXXX never acknowledged the account error. XXXX never issued a statement showing the refund of associated late fees and the refund of any additional interest assessed. I am also concerned that XXXX never reversed any erroneous reports to credit bureaus. Additionally, I believe XXXX has not credited 2 additional payments made for XX/XX/XXXX and XX/XX/XXXX. 

I have attempted to provide you to this point with a straight forward, unemotional account of what actually occurred in each of my complaints. However, I really hope you understand how truly devastating emotionally and how desperate this situation feels to the consumer. 

After I was willing to admit what was happening to me, and to come out of my denial and come out of my hiding, I started to read accounts online. The more I read the more I believe that like many others, I was targeted by a corrupt and morally bankrupt corporation. I was targeted for being an at-risk consumer, whom already had burdensome debt, that could be easily pushed to default and stripped of the protections under consumer financial legislation in order to seize my property and collect on insurance. This organization has decided that targeting certain consumers, and defrauding them of their homes is a better business model for success and provides a better return on investment. They have targeted consumers that have just finished trial modification plans. They have targeted consumers that have just modified following bankruptcy. They target at risk borrowers. 

When this happens to you as a consumer, you can not believe how long it takes and how many times you need to repeat the same story over and over, before people actually start to listen and you begin to gain traction and support. You are the victim, however it takes so long before people around you even understand what is happening to you. XXXX disregarded their duties, they stopped contacting you, they stopped providing accurate statements, they stop crediting payments, and they lie. This is your home. 

Please read reviews regarding XXXX and see relevant settled caselaw ( XXXX v XXXX XXXX ; XXXX v XXXX XXXX, etc ) and perhaps then we may all begin to see the pattern of abuse. What happened to XXXX XXXX, what happened to XXXX and XXXX XXXX also happened to me.

Company response to consumer: Closed with explanation