Consumer complaint received 2020-10-15
Company: Social Finance, Inc.
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We refinanced our primary residence mortgage with SoFi. We signed the closing documents on XXXX, on XXXX SoFi failed to payoff the amount due to our previous lender. After much communication with SoFi and the escrow agent XXXX XXXX, SoFi made the payoff to our previous lender on XXXX. SoFi apparently did not close on the loan until XXXX. We have still not recieved our excess escrow funds or an executed copy of our closing documents. On approximately XXXX, we received our first periodic mortgage statement from SoFi dated XXXX with the total amount due and a payment due date of XXXX. Our closing documents included a first payment notice that had an estimated amount due on XXXX. Since the due date of the periodic statement did not match the due date on the estimated first payment we logged into the SoFi system which reflected a due date of XXXX. On XXXX we received an automated call from SoFi stating that we are delinquent on our mortgage payment. I immediately contacted SoFi and explained the only periodic mortgage stated a initial due date of XXXX. On XXXX @ XXXX, XXXX ( # XXXX ) said this was SoFi 's mistake and I would receive a call from SoFi by end of business on XXXX to correct this. I received no call. I called again and on XXXX @ XXXX, XXXX ( # XXXX ) estimated resolution by XXXX, and at my request transferred me to a supervisor. On XXXX @ XXXX, XXXX XXXX ( # XXXX ) told me the loan overview on SoFi 's online system would be update to show the first payment was due XXXX by no later than XXXX and I would receive a call from SoFi by end of business on XXXX confirming the correction. I received no call. On XXXX & XXXX, I checked SoFi 's website and confirmed SoFi did not change in the first payment due date. On XXXX at XXXX, I spoke with XXXX ( # XXXX ) who reviewed the file and tried to reach XXXX XXXX . Without notice, I was transfered to an unnamed voicemail (XXXX ). I left a voicemail at XXXX detailing the issue. After leaving the voicemail, the system hung up on me. I called back the customer service line at XXXX, after waiting 38 minutes, I was transfered to an unnamed voicemail ( XXXX ), but was informed that the voicemail was full and the system hung up on me. On XXXX @ XXXX, I requested assistance through the SoFi website chat feature. I was chatting with XXXX XXXX, but the system disconnected me when I tried to attach a copy of the periodic statement indicating first payment due XXXX, I then chatted with XXXX and XXXX, neither of whom resolved the issue. On XXXX @ XXXX, I requested assistance through the SoFi website chat feature. I chatted with XXXX XXXX XXXX. He advised me that his supervisor said my first payment was due XXXX and SoFi intended to alter the periodic mortgage statement online to now reflect a due date of XXXX and if I paid today then there would be no fee. On XXXX @ XXXX, I paid the full amount alleged to be due on XXXX to ensure I was not delinquent on my loan and subject to a fee. This appears to be a bait and switch by SoFi to subject new mortgagees to fees by providing notice of a date due then changing the date due to an earlier date without notifying the consumer so they miss a payment and are subject to fines. Additionally, SoFi appears to work with an escrow company to improperly withhold excess escrow funds and not timely payoff existing mortgages.

Company response to consumer: Closed with explanation