Consumer complaint received 2015-07-28
Company: Pacific Union Financial, LLC
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
The issue started when I called in the week XXXX/XXXX/2015 because I was getting on-going phone calls from Pacific Union Financial. When I contacted them, they had advised me that I was past due. This was a shocking statement to me since I was making my payments every month, before the 1st. I finally spoke with a representative, in which he had informed me that I was past due because their system had improperly posted my payments causing me to show past due, when in fact I was not. This representative informed me that he would correct the issue. I asked several times for re-assurance that this would be corrected with no impact to my credit or billing, he confirmed that was correct. Come XXXX/XXXX/2015 I get a statement in the mail still showing that I was 2 months due with a late fee assessed. I call Pacific Union Financial today XXXX/XXXX/2015 and get a very rude representative XXXX ( XXXX ) who became very combative at the very notion that her company had made a very large error. I was simply asking for proof that my issue was resolved and all she could tell me is that she was n't showing any error was made. I could n't believe that this representative had failed to review my account before deciding to make a statement such as there was no error. My concern is that there is an error, and a company who refuses to acknowledge any wrongdoing. The representative went as far to say that she can not waive a late fee because it was already waived, but if I wanted to go past due and not make a payment then I would get another fee and she could help with that. I ca n't believe that a representative of a banking institution would have the authorization to tell a customer to go past due to get a late fee and then she can help to waive it. At that point I knew that I was dealing with a bank that clearly does n't care to listen to their customers needs. I asked to speak with a manager and she right away told me that no one was available. I do n't know Pacific Union Financial 's protocol but to bluntly state no manager is available suggests their unwillingness to listen and correct on going issues. At this point XXXX informed me that I can speak with someone in collections " loss mitigation '' to find out what happened and ask for a manager there. Why would I do that? Why would I want to speak with someone in collections? I find out at that point that my account was placed in collections because their error caused my account to reflect as a delinquent loan. When I posed this question to XXXX about how a customer is supposed to feel when their improperly placed in collections, she responded with, " I do n't judge why people do n't pay their bills. '' Pay my bills? I pay my bills and have done so since this loan has originated. Because of this clerical error my reputation with the bank has been tarnished as a delinquent, collector, borrower who does n't pay on time. On top of that, I have n't received any acknowledgement of the banks wrongdoing in this scenario. I also have no proof that this was corrected other than word of mouth from XXXX, who I ca n't believe is a Customer Service Representative. XXXX refused to get me a manager and stated she would transfer me to collections and made the BLIND TRANSFER. I disconnected and called back and spoke with XXXX ( XXXX ) who stated she would handle my escalation. I assumed at this point I had a manager, but later discovered that she was a senior rep, again another instance of not listening when I asked for a manager. I had enough at this point. I discovered Pacific Union is not properly applying my payments. They take my payments and apply them as they see fit to their advantage. I have records indicating I 'm making more than enough on a monthly basis but Pacific Union makes their own rules I guess. Clearly this company has it 's own agenda as it pertains to servicing payments and applying funds appropriately.

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