Consumer complaint received 2017-06-13
Company: Pacific Union Financial, LLC
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I spoke with customer service rep  XXXX  yesterday and she was gracious enough to look over my account with me ; we are currently going into a loan modification agreement and for several months I have called in inquire about the past due balance of {$5000.00} plus dollars that Pacific Union states that we owe on property   XXXX   XXXX   XXXX    XXXX , Ohio  XXXX  ; I have spoken to several reps in the past who have said that they were going to put a ticket request in asking for someone to look at all payments, adjustments, and missed payments to ensure that our balance is correct and as of yesterday we have not received a call back stating that this has been done.
We are grateful for the Loan Modification but would like the terms to be based on the correct amount and not a system error.
Unfortunately in  XX/XX/XXXX  we had to file chapter  XXXX  bankruptcy to ensure that our property and cars were protected while we tried to get back on our feet financially ; in   XXXX   a ESCROW ANAYLSIS was completed by Pacific Union and it showed that we were going to be short and our mortgage was increased almost {$200.00} ; our payments went from {$1200.00} to {$1400.00}. We questioned it then and asked our attorney to examine this ; after he contacted your legal department and spoke with your attorney, the increase in our mortgage was rescinded and per the courts our mortgage payment was returned back to {$1200.00} effective  XX/XX/XXXX  ; please see court document attached. We soon asked for a loan modification and were approved ; our mortgage payment and interest rate were deceased however amount was based off of the {$1400.00} and not the {$1200.00} as stated by the Bankruptcy courts. If Pacific Union is showing that our mortgage payment is suppose to be {$1400.00} then it will cause a greater past due balance than if it were updated back to the {$1200.00} ( the original amount of our mortgage ) ; our trustee was making the payments accordingly at {$1200.00} but our past due was growing because the system is showing the payment as {$1400.00}.
In addition due to the rescinding of the ESCROW increase there was a {$1500.00} overpayment noticed and report by the bankruptcy trustee and she requested, agreed to by all parties and granted by the courts that the overpayment be accredited to the Mortgage Arrears claim of {$3100.00} ; so the actual past due would be about {$1600.00}. There doesnt appear to have been an adjustment of this ruling to our account.
We are asking for the following : Update your system to reflect that our true mortgage payment was {$1200.00} and will now be {$1200.00} Make adjustments to our account that reflect the application of the overpayment of {$1500.00} Review and make any corrections to the past due balance that would be apart of our Loan Modification that was approved.
Send us a new payment history once these payments and adjustments are corrected Thank you so much for understanding and helping us get and keep our mortgage on track!

Company response to consumer: Closed with explanation