Consumer complaint received 2019-03-26
Company: IMPAC MORTGAGE HOLDINGS, INC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In or about XXXX of last year ( XXXX ), we signed up online for paperless statements in which the mortgage company, XXXX ( dba XXXX , XXXX ), was supposed to send monthly email notifications that the current statement was available for payment. We have never received email notification, but we have been keeping current with our mortgage payments despite this. Starting last fall ( XXXX ), we were calling XXXX on a monthly basis to try and resolve this issue. Each time, the representative assured us the problem was fixed and that we should get an emailed statement notification. This never happened. We often escalated each call to the next supervisory level and, again, we were assured that the problem had been resolved. 

On XX/XX/XXXX, I called and was escalated to XXXX XXXX ( sp? ) whom I was told was " upper management. '' She reviewed our account, changed something, and assured us, once again, that the problem was resolved. I asked her how I could get in touch with her in case there were still problems which, based on our history with this company for the past year, were a distinct possibility. Ms. XXXX gave me her direct line ( XXXX ). 

We received no email notification in XXXX nor one for XXXX and I called the Customer Service line and the person with whom I spoke walked us through the XXXX website saying we had to click on a certain box which y was our permission to XXXX to send notifications by email and this rep, whose name I do not have, said this was the reason for our not receiving the monthly statements. ( You would think that Ms. XXXX in " upper management '' would have reviewed our account for this factor, but she did not. ) We have now, once again, not received our statement for XXXX. On XX/XX/XXXX, I called Ms. XXXX and left a message on her voicemail to this effect and since it was possible that she was out of the office on Friday, I told her I would give her until Monday, XX/XX/XXXX at XXXX to respond before filing a formal complaint with the appropriate regulating authorities. She had no " out of office '' message on her outgoing voicemail message and so I had no reason to believe that I would not hear from her in that two-day period. I never received a phone call and so we are writing to the CFPB to try and resolve this year-old issue. 

XXXX 's website does not make it clear how to sign up for online statements. We followed the original instructions but over the past year, as we have called on a monthly basis to get this resolved, we have found that there were " extra '' tasks that were required to make electronic notification work, even though this was not apparent in their instructions. Even if their instructions had been crystal clear, we have had problems getting our monthly statements and each representative with whom we have spoken has made a further " tweak '' to our account, assuring us each time, that this was the final step in our making their system work. 

We have been very patient despite the yearlong struggle, the long waits on " hold '' when we call to find out, yet again, why their system is not working, and we are extremely frustrated. Additionally, if this is not working, it makes us nervous about what else in this company is not working the way it's supposed to. If the interest rates were better, we would move our mortgage to another lender. Unfortunately, we are stuck with them for the time being. 

Thank you for your kind attention.

Company response to consumer: Closed with explanation