Consumer complaint received 2021-07-29
Company: Royal Pacific Funding Corporation
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
On XXXX XXXX I called customer service asking why my monthly mortgage payment from Royal Pacific Funding XXXX has increased. Prior I was paying {$2900.00} then few months later my payment increased to XXXX because they stated that upon refinancing my house the calculation was wrong and I need to cover the miscalculation. Recently XXXX XXXX I received a letter stating my Homeowners Insurance expired and that I don't have a HOI on file. I called my agent XXXX XXXX who told me they already faxed and uploaded my information to Royal Pacific Funding. On XXXX XXXX I called the customer service I spoke with a XXXX and a XXXX there who told me that because my property tax went up. It did not make sense to me so I called again and spoke with a XXXX who told me that there was a shortage in my Escrow analysis and maybe my property tax went up. I explained that I have not received from the county telling me my property tax has increased and that I explained that my escrow analysis stated that it is because of my Homeowners Insurance. She then transferred me to the insurance department I spoke with XXXX who told me to email and fax the proof of the HOI. Also I said that state farm insurance sent me a check and i paid part of that money to my HOI which XXXX XXXX. I also stated that the remainder of the money I put it back to my escrow along with my monthly payment and the total amount I paid is {$5300.00}. She explained that they will review my account and my issue will resolve soon. At XX/XX/2021 I called again asking why my issue has not been resolved yet. I spoke with a XXXX at XXXX XXXX, I explained my situation and that I really need for her to help me expedite for my issue to be resolve as I am a single parent taking care of XXXX kids and helping a girlfriend and her baby who recently got homeless. She stated she will expedite my case and that it will get resolve by Monday XX/XX/2021. I checked my account online on XX/XX/2021 and saw that the mortgage company has not done anything with my case yet. I called again and spoke with a XXXX at XXXX asking why my case was not handled yet. She then went on to explain that the previous I spoke with did not open a work order for my case to be looked at. And she went on telling me that I have to wait for 3 weeks. It was very frustrating to hear that nobody really wants to help me. I asked to be transferred to a supervisor. XXXX explained to me that a supervisor named XXXX told her to transferred my call to customer service as the reason why I called is for my monthly payment to be lowered. I explained to her that if they don't look at my case and resolve my issue, since they have all the proof and I deposited the money back to the escrow, that customer service won't be able to help me. She told me there is nothing she can do because that is their process. I asked who is above XXXX, she told me that a department manager will be above her. So I asked for her to transfer my call to a department manager. Now her tone of voice changed and stated I can not just direct your call to a department manager. I asked her to put me on hold and try to contact a department manager. She then stated ok. Then she transferred my call to a person name XXXX. I now realized this is the supervisor she told me that told her to transfer my call to customer service. XXXX  explained to me that they will process my case and will have an answer by XX/XX/XXXX. I explained to her my frustration that why my am I being punished because the people that worked under her did not do her job. She just went on saying I am sorry but you will get an answer on XX/XX/XXXX. I have a feeling this case won't be resolve if I will not escalate this to CFPB. The stress of calling and following up this long is unacceptable. I felt that Royal Pacific Funding XXXX should have a better process in helping their borrowers especially I am a borrower who tried to continued to pay and was not late in the midst of the pandemic. Please help! 
The company is Royal Pacific Funding XXXX. 
address : XXXX XXXX XXXX XXXX, XXXX - XXXX XXXX, XXXX XXXX, CA XXXX phone : XXXX corporate office number is XXXX XXXX ; insurance department number is XXXX

Company response to consumer: Closed with explanation