Consumer complaint received 2022-04-14
Company: MUFG AMERICAS HOLDINGS CORPORATION
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
When my husband passed away, i notified Union Bank immediately. I updated my address based on the court documents. Within a year, somehow payments that i made where applied different than agreed upon and the house went into default, still don't understand how that happened, but i was not notified. I discovered the default by accident, called the bank and after speaking to 12 people was told that i had 4 days to pay {$12000.00}. I was able to get the money, i saved the house but was never given a full explanation why this happened. I was told a variety of stories from different employees, but the bottom line is they have no idea what happened and they don't care as long as they got their money. Union bank has a lack of communication policy. As long as you have an account with them they decide what to do with your payments and mortgage, regardless of the customers requests, needs or wants. When my husband signed for this loan he was drunk, i notified the everyone involved in the process and nothing was done. I have tried to resolve multiple issues with Union Bank and they continuously give me the run around. 
Last year i made a payment plan for the property taxes and when we were late on a payment, i called the tax collector prior to the payment date and we renegotiated the debt, they notified Union Bank ( because they owned the note ) and Union bank decided to open an escrow account and pay the taxes. I contacted XXXX Treasurer and they said that the notification was just to let them know but when Union Bank contacted them, they told them that our payment arrangements are acceptable and the house was not endanger of a lien. Not to mention we have XXXX % equity, no reason for Union Bank to violate my life and finances. They sent me a bill stating that my mortgage would go up {$1000.00} per month based on the loan and the escrow account. They wanted {$250.00} extra a month to pay the escrow, i told them that this amount was unreasonable and unaffordable. I asked why so much when there's 23 yrs remaining on the loan and the escrow account is {$8200.00}. They told me by law it has to be paid within 5 years ( i can't find this law anywhere ). I requested to pay $ XXXX/month the first year ( {$600.00} ), increase to $ XXXX/month ( XXXX year ) and $ XXXXXXXX/month ( XXXX yr ), this complies and would pay of the debt in the 5 year period but they just keep passing me off and giving me delays, They want to make all the decisions but they own less than XXXX of my house. I have been trying to resolve this for 5 months and the XXXX escrow payment is due XX/XX/XXXX and still no response. No one should be treated like this. Union bank has violated my life and possibly my rights for 7 years now. Most lawyers are afraid to take them on or want millions to do it. 
I am tired of taking this beating from Union Bank and i deserve better. I know the world is not fair, but continuous harassment and privacy violations must be looked into. 

We have owned this house since 1977 and have never worked with a company like Union Bank and hope to never, ever deal with them again in life.

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 non-monetary relief