Consumer complaint received 2018-05-01
Company: NATIONS DIRECT MORTGAGE, LLC
State: OR
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I was contacted last week, XX/XX/XXXX. I unfortunately missed this call, after identifying that it was my mortgage company I double checked my loan activity and confirmed my payment was processed and in line so I assumed everything was fine and I would receive another call if there was an issue. I did not receive another call, two days later on a Saturday I received two letters via first class mail. One was a " Notice of Breach '' and that it was a document in an attempt to collect a debt. This letter stated that I failed to make the monthly mortgage payment ( s ) from XX/XX/XXXX to XX/XX/XXXX. It went on to state that late charges had accrued in the amount of {$0.00} ( which is odd, considering they are stating I had not paid for months. ) It said I was required to pay the entire amount ( which happened to be my mortgage payment to cure this default. It went on to tell me the level of XXXX I would be in if I didn't pay this and that it needed to be paid on or before XX/XX/XXXX. It went on to detail the legal action the could take against me, including suing me for attorney fees required to get the amount from me. It also gave me where to contact to dispute this ( or pay it ) and where to contact for an assistance program. 

The second letter I received on the SAME Saturday detailed that I was in default on my loan and they have requested a field representative from XXXX XXXX XXXX , XXXX ( XXXX ) to contact me on their behalf for an in home face-to-face interview. They went on to tell me that they expect the following things from me : verification I am the home owner, photo ID, that I talk to them about either alternatives to foreclosure or that I will be foreclosed on, that I listen to them transfer me to some other person to talk about hardships I may be experiencing. They also required the following for this " mitigation '' : Hardship letter signed and dated by all borrowers explaining what caused my financial issue, verification of my income, two pay stubs or year to date profits if I am self employed, income for children, copy of signed federal tax returns ( all pages required ), copy of the last three months of bank statements, my most recent property tax bill and home owners insurance statements. If I wanted a third party to represent me I needed to fill out more paperwork. Today they sent the same delinquency letter via certified mail that was signed for by someone who did NOT own the home. 

I contacted them on the phone the following Monday and after verifying who I was I was immediately asked if I was paying my delinquent amount. I asked for details on this issue and why I was being told via letter that I was not paying mortgage payments in a three month span despite the website, THEIR website, I long onto to pay saying NOTHING about this. They said it would not show late balances. I asked for specifics on what dates were missing, they stated that I failed to pay in XX/XX/XXXX but also XX/XX/XXXX, then it changed to that XX/XX/XXXX was late. They stated the payment was received XX/XX/XXXX. I asked how to dispute this and was transferred to a gal in customer service or dispute, something like that. I told them I was very aware I had made these payments and that my bank could confirm this, their records are wrong and I am disputing. I was given a fax number to send my information two, told three times it needed my signature.

At my bank I found that my mortgage payment was processed and received  XX/XX/XXXX. The following day I was charged an " Non-sufficient funds '' fee of {$30.00}. My bank assures me that I very much had the funds and it was processed and I was unlawfully charged that fee. More viewing of my account information shows that I paid my mortgage and it was posted and effected on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. They claim XX/XX/XXXX was unpaid and XX/XX/XXXX was late, my bank statements showing processed statements at the beginning of both months find this false. 

I took it a step farther and reviewed My Loan Activity through the same website I make monthly payments to. Their own website shows that my payment was posted and received XX/XX/XXXX however two days after this on XX/XX/XXXX there are two " advance reversal '' that I have no idea what they are. There is a " principal curtail '' immediately before and immediately after this payment. Again, there records clearly show that my payment for XX/XX/XXXX was posted and received on XX/XX/XXXX. There are FOUR " Advance reversals '' after this payment on XX/XX/XXXX ( which is the date they claimed on the phone I paid and paid late on. ) On XX/XX/XXXX there are TWO following " mortgage payments '' listed on my account activity for the full amount of my monthly payment that I did not make and it was already paid on XX/XX/XXXX. I have no idea what a " principal curtail '' is or an " advance reversal '' let alone the listed mortgage payments but I can see that they ALL effect my principal balance, some positively and some negatively. On the very same My Loan Activity statement it shows I have unpaid late charges of {$0.00}. 

My credit report shows they have reported all of my payments on time and in full since I purchased my home. When I mentioned this on the phone I was told that after XX/XX/XXXX if I do not pay they may report to my credit. Why wouldn't they report the initial " failure to pay '' that they say was in XX/XX/XXXX? Why is it all of a sudden XX/XX/XXXX I owe as well or need to pay by or my credit will be damaged after NO attempts to contact me after this initial " failure to pay? '' This is a company that called me any time my check was later than USUAL - on both occasions they called I said it was sent and got an " oh, okay, yeah, I see it's here. Thank you. '' I have NEVER made a late payment and I have never been contacted about paying late or not paying the dates they claim prior to XX/XX/XXXX when they sent these two letters that took over a week to get to me. I believe this company is mismanaging my account and my funds and is now attempting to force my into paying money I do not owe because of their own mistakes or into foreclosure on a home that has appreciated over $ 60k since purchasing it in an area that continues to rise in property value.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation