Consumer complaint received 2017-04-07
Company: Alabama Housing Finance Authority
State: AL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
When the mortgage company that is part of the Alabama Housing Finance authority reassessed my loan in XX/XX/XXXX of this year they added XXXX dollars to my mortgage loan. they claim this is because they sent to much money to my insurance company. My insurance company refunded me for the loan. 
Below is my entire correspondence with the company through email XXXX, -- -- -- -- -- Forwarded message -- -- -- -- -- From : " XXXX '' & lt XXXX & gt ; Date : Thu, XX/XX/2017 at XXXX XXXX Subject : XXXX : RE : Fwd : To : " XXXX '' & lt ; XXXX ; Cc : " XXXX '' & lt ; XXXX ; We can no longer afford the payments as of XX/XX/XXXX I would like my account taken off automatic debit and I will be contacting a loss mitigation representative to discuss a deed in lieu of foreclosure. I do not want any money taken out of my account. Since your organization can not be trusted to accurately track conversations despite my spending XXXX minutes on the phone on XX/XX/XXXX in which I was informed it was ok to cash the check. I am sending you this written verification of my request. 

Sincerely, XXXX Sent from my iPhone On XX/XX/2017, at XXXX, XXXX & lt ; XXXX ; wrote : I responded to the Feedback complaint sent to us on today. I called XXXX directly and was advised of what occurred. I did not speak with XXXX Thanks logo XXXX Customer Service Supervisor ServiSolutions Direct Dial : XXXX Central Time : XXXX XXXX : XXXX XXXX Did you know that we offer FREE automatic drafts of your monthly payments? Visit XXXX and click on the Customer CareNet button to find out more. *Depending on the status of your account, you may not be eligible to participate in this service. 

From : XXXX [ mailto : XXXX ] Sent : Tuesday, XXXX XXXX To : XXXX & lt ; XXXX & gt ; Subject : Re : Fwd : BTW how did you not know until today that I received a refund when I told XXXX 3 weeks ago that I did. Is your communication that bad. 

On Tue, XX/XX/2017 at XXXX, XXXX & lt ; XXXX & gt ; wrote : Fine, I will talk with an attorney. Your organization is incompetent and does not know what the heck they are doing and I have the phone records to show the date and time I made the call. 


On Tue, XX/XX/2017 at XXXX XXXX & lt ; XXXX & gt ; wrote : We did not advise. at all ad we did not even know that you received a refund until today. The escrow shortages will stand and is accurate. 

logo XXXX Customer Service Supervisor ServiSolutions Direct Dial : XXXX Central Time : XXXX XXXX : XXXX www.ServSol.com Did you know that we offer FREE automatic drafts of your monthly payments? Visit XXXX and click on the Customer CareNet button to find out more. *Depending on the status of your account, you XXXX not be eligible to participate in this service. 

From : XXXX [ mailto : XXXX ] Sent : Tuesday, XX/XX/2017 XXXX To : XXXX & lt ; XXXX & gt ; Subject : Re : Fwd : Yes, it has been cashed and we used it to pay down debt after we were told by both your organization and state farm that it was ok to cash the check. I know you are going to say we have no record of that which I have heard three times and find very convenient. for your organization. I also have phone records too dating around the time of the cashing of the check that shows I was on the phone to your organization for roughly 30 minutes ( even though most of that was probably on hold ). 

XXXX On

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation