Consumer complaint received 2016-05-09
Company: Arbor Residential Mortgage LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Issue Seneca Mortgage Servicing : Seneca placed insurance on my property even though I had property insurance already - I got my loan XX/XX/2015 and I proved I had homeowners insurance when I got the loan. In XX/XX/XXXX they tell me they were " sending me letters '' which I do n't believe I received asking for more " proof of homeowners insurance. '' I did n't see a letter from them in the mail. I also had no phone call about the issue. Seneca then increased my mortgage payment and my payment was on auto-pay at my bank so I did n't see it. Then Seneca began reporting me as not paying on time to credit reporting. They mailed money to my insurance company ( XXXX ) and when I got notice of that from Farmers, I called and said why did you do that I have and have always had homeowners. I again sent Seneca proof of homeowners that I had it and it had never lapsed. Seneca said that I had to get back the {$630.00} money Seneca sent to my insurer. I did that and mailed the money to Seneca but to their " insurance processing '' address that Seneca gave me. I did that, AND I sent in {$690.00} in an autopayment to the mortgage payment side of Seneca to get them to stop showing me as owning them more money - I made many phone calls and they never seemed to know how to fix it. Last month they sent me {$720.00} back that they said they got from " their insurer '' ( when I asked them what happened to the rest if the money - {$500.00} that I mailed to the " insurance processor '' Seneca agents told me they did n't know what I was talking about. After they said I would be getting a {$720.00} payment back in the mail ( a check which they did send ), I asked what about the rest of the money - Seneca said I would get a {$320.00} credit off my mortgage payment for XX/XX/XXXX - said " are you sure '' and they said " yes ''. [ Never mind that by my accounting they still owed me approximately {$500.00} which was unaccounted for in the combination of the XXXX payments I sent them - {$630.00} and {$690.00} ]. So in XX/XX/XXXX I sent {$1800.00} on my {$2000.00} mortgage for XX/XX/XXXX [ At this point Seneca told me the " escrow '' was now off my mortgage ]. On XX/XX/XXXX and XX/XX/XXXX they called and left me messages saying my mortgage payment was late again - I did n't get those calls until XX/XX/XXXX as I was traveling for work. I call them again today and they said that somehow there was " money I had to pay for the insurance '' so my only credit was {$320.00} which was " a part of the {$720.00} we sent you. '' So you have to pay {$270.00} more over the phone now. They said " sorry '' but the {$720.00} was all we owed you back and we sent you that check. When I said " you told me I would get a {$320.00} credit '' they said " oh no one could have told you that. '' When I said where did the total money I sent in go to, they said " oh probably to pay for insurance. '' I said, " but I have insurance. '' They said, oh well " we had to pay for insurance. '' So, I just had to pay them {$270.00} more over the phone. I asked " did your report me late on my credit report again '' they said " yes '' and I said can you put notes in the record that this was not my fault or give me a letter saying to - they said " no - you have to wait 60 days for it all to get cleared up. 
I have always paid my mortgage on time and this has been going on for months and it is a nightmare. My credit has been negatively affected by their reporting. I would like to refinance my house just to get away from them, but how can I when they have put in all of this negative credit reporting on me. This is a nightmare.

Company response to consumer: Closed with explanation