Consumer complaint received 2019-01-09
Company: PRIMARY RESIDENTIAL MORTGAGE
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I dont know where to start with this company. Everything started when I filed for homestead on my home. My realtor and mortgage broker advised me it would decrease my payments. I did everything I was told to do, by county and mortgage company in XXXX of 2018. I called Primary Resediential Mortgage 2 times that month for directions for filing homestead and then to confirm EVERYTHING was received. I got a confirmation that everything was in and great. Fast forward to XXXX when I get a letter in the mail that an escrow analysis was ran and caused my mortgage to increase because my property taxes increased to over {$2000.00}. I was beside myself, called PRMI and they said that I didnt send in the right info for my homestead and they found my property taxes raised to {$2000.00}. I submitted to PRMI my tax form I received in the mail showing y taxes were only going to be the high of {$1300.00}. I sent the them the confirmation and they re- ran the analysis and called me back and said good news, its going down. PRMI sent me a check said were all good, we wont run your analysis again for another year. So naturally, I cash this check and move on with life. 

Let me add in, in the middle of all this I had to speak with a manager because every rep I worked with couldnt do anything but read a script and understand the problem with my analysis. I spoke with XXXX XXXX which I will provide the emails sent to me from him. The first time I spoke with Jaes he advised would have to call me back the next day. I accepted. Well I guess that was the wrong thing to do, after not hearing from him I called back. The rep I spoke with said he wasnt in the office and he told her to just send me an email. Thats highly unacceptable, I demanded to speak with him. They finally transferred me over to him and he had the nerve to tell me that he was leaving out of town that next day and just didnt have time to talk to me. What a manager, I would review his status with the company. Well finally he sent me an email confirming everything was great the next day and what my new mortgage payment would be. Also, in this email he highlighted how his company provided me all incorrect information about my homestead and escrow payments and apologized for their mistake. 

To add to this problem I had in XXXX, I asked the 3 times about my homeowners insurance because I kept getting cancellation notices in the mail. Every single time they would say well look into it. I live in Florida, in the middle of hurricane season and they cant even get making a payment right? 

Well after I FINALLY had all of this settled I thought I could continue through the year without having to call this company. Well, I was wrong again. Fast forward now to XXXX, I receive a letter in the mail again from Primary Residential mortgage Inc and they said that my escrow analysis was going to be ran AGAIN and my mortgage will increase AGAIN! I got on the phone right away again and spoke with a rep who assured me that thats an automated message they have to send out and assured me that no, they only run it one a year and thats for next year. Silly me, I believe her and went about my life. Fast forward now to XXXX and I receive an actual new escrow analysis AGAIN raising my mortgage. I get back on the phone again and immediately ask for a manager. Well I get XXXX again. XXXX says he has to review my account and XXXX call back again in 2 business days. Why should it take that long, research now I asked. He said well today is over and I just dont have the time. When Im at work my day isnt over until I clock out and being as you guys were still in business hours I should have been taken care of. I accepted and advised okay call me tomorrow. 

The day came, XXXX called back. I spoke with XXXX and all he had to say was because I closed on my house on XXXX ( which I didnt, closed in XXXX ) they always run an escrow 12 months after closing. He then started to say that Primary residential hasnt done anything wrong and I just have to live with it. 

Well this is where I have stopped with this company. At this time, I just want to sell my house, refinance, anything to get away from this horrible company. It has been 12 months and I have had to call this comp at every single month since XXXX! A mortgage company shouldnt be able to raise and lower my mortgage at their pleasure every single month. Also, I shouldnt have to worry whether my insurance will be paid for my home. Please, please someone help with his company.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation