Consumer complaint received 2021-07-18
Company: Supreme Lending
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
* Lender Preventing all Future Payments : Supreme Lending has instructed me that they transferred my mortgage service to XXXX. Also, instructed me that " New servicer ( XXXX ) will start accepting payments from me on XX/XX/2021. Send all payments on or after XX/XX/2021 to PO Box ''. This instruction has all missing information including : 1. Financial Account Number to pay, 2. my 10 digit Loan number ( must ), 3. updated payment coupons, 4. YTD balance. 
In fact I tried to reach out to XXXX Mortgage Servicing ( 800 number provided by Supreme Lending ), and Customer Service is unable to find my account with the information provided by Supreme Lending ( also, tried using my SSN & property address ). I want Supreme Lending to settle my loan & new servicer 's account for all future payment. Also, they have to provide all information ( no temporary information please ) within 24 hours, since I want to pay before due date of my 3rd payment as agreed by both parties in Amortization Schedule upon closing. I totally understand 60 day Federal law, but I have right to receive my account information on the first day of mortgage ( whether new or trasferred ). And I never received that from Supreme Lending or XXXX in last 3 months. 

* Missing Documents : I have paid all my monthly mortgages to Supreme Lending ( original Mortgage Servicing Company ) as instructed by Supreme Lending in Amortization Schedule and welcome letter ( dated XX/XX/2021 ). I am attaching the payment histories from my financial institution. Since beginning of my payment, Supreme Lending never send me any of the following : 1. mortgage statement, 2. monthly payment history ( & YTD payment history ), 3. escrow account information, 4. account balance ( principal balance ).

* Hiding payment report to Credit : In addition to all above negligence, they didn't even report my monthly payment to Credit Bureaus. I have checked my Credit Report last several months, and observed there is no report for these payments.

* Wrong balance : In fact I have requested all above, and their servicing department sent me a piece of paper which is not only non-compliance, it is showing wrong balance of principal purchased ( looks like they didn't consider my payment in the calculation ). I am looking for Payment History with all information/amount clearly mentioned and in standard format.

* Asking extra payment : Although I have paid all my monthly payments on time per Amortization Schedule. they are asking additional payment with a wrong due date, with temporary loan number ( never found by XXXX XXXX, with subject " Temporary Payment Coupon '', without any account number to pay, and asking to pay to a PO Box number ( there is no connection reference to my loan number ) and also that PO Box is owned by other company ( XXXX ) they transferred to. When I contacted to XXXX  ( several times ), Customer Service couldn't find my account information to pull ( although internally they have 10 digit account number assigned already which I have discovered from SuperVisor, unfortunately Customer service or Supervisor is unable to help since they can not find my information in their front-desk portal ). If you read experience from all other customers you will learn that if you pay this additional amount to PO Box without any account number & ref loan number, this additional payment money will be lost. On the other side, this schedule ( due date as middle of month ) is not agreed or mentioned in Amortization Schedule ( which is due on first day of every month ). I see this is a big negligence - and since they mail me this letter for extra payment, I need clarification, background and calculation on why I have to pay that extra amount which is not agreed in Amortization Schedule as I am following since day 1.

Company response to consumer: Closed with explanation