Consumer complaint received 2022-07-18
Company: FB FINANCIAL CORPORATION
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Here is the letter I faxed to FirstBank mortgage Date sent : XX/XX/XXXX Attention : RESEARCH DEPARTMENT for FirstBank Regarding Loan : XXXX On XX/XX/XXXX, I spoke on the phone with FirstBank representative, XXXX for over 40 minutes trying to correct the ripple effect that has been caused my FirstBank in XXXX XXXX that is now causing our escrow analysis to reflect a negative balance. She ordered for another Escrow Analysis to be done on today XX/XX/XXXX. However, I see one was done on XX/XX/XXXX that is still showing a negative escrow balance of - {$1300.00} and stating our escrow shortage is {$4100.00}. Which interestingly enough, is roughly around the amount that FirstBank mismanaged of our money. 
On XX/XX/XXXX, someone in the Escrow Department made a major humor error, and paid the flood insurance policy ( missed labeled as a wind policy on your website for my account ) that is on our GARAGE APARTMENT that has always been around {$470.00}, and paid {$4900.00}. That was over a {$4400.00} mistake!!! Luckily our flood insurance representative, XXXX XXXX, caught it. He contacted FirstBank on how to correct this and get it back into our escrow account. He was advised by FB to send us the overage payment, my husband and I to endorse the check, and then we send it back to FirstBank to be returned to our escrow. I put a note with the check stating those funds were to go to Escrow only. I called FB and was told the funds would be going to Escrow only. I see We get our Escrow Analysis in XX/XX/XXXX, and see that our escrow has a shortage, which prompts be to finally set up an online account with Myfbmortgage.com. To my shock, I see where FB did not do what was instructed with those funds and then continued to make a mistake that is now causing this shortage. I was told to call today to see where the progress is of getting this corrected, but I can see online that it has not been yet, and I do not have the time to sit on the phone for another hour today. 
It appears the return funds were received on or around XX/XX/XXXX and instead of putting the {$4400.00} back into our escrow account, as instructed, {$2500.00} was applied to as mortgage payment and only {$590.00} of that was put into our escrow, {$1800.00} was applied to principal only with nothing going to escrow, and then what we sent for our actual mortgage payment, which we always send {$2600.00} ( you can look at our payment history ) was put to principal only again, with nothing going to escrow. Now it appears our escrow shortage is directly related to the multiple mistakes by FirstBank. How is this going to be fixed and when? We managed to go all of XXXX without having to ask for help and I only worked 4 days that whole year. Now it feels like first bank wants to drain our savings because of the human error made over and over. {$4400.00} was mishandled and needs to be returned to our escrow. There would not be a shortage if things were done correctly. 

Please have a supervisor call me or email with how this will all be corrected in time for us to make our normal mortgage payment of {$2600.00}, because that is what our budget can afford and we live within our means, not beyond. 
Thank you, XXXX XXXX XXXX XXXX XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation