Consumer complaint received 2023-01-11
Company: Acrisure Mortgage Partners, LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Complaint : FBC Mortgage is not honoring the terms and conditions approved under the COVID-19 Recovery Standalone Partial Claim. See attached approval letter dated XX/XX/XXXX. 

Current Monthly Payment : {$2400.00} Modified Payment Effective XX/XX/XXXX : {$2000.00} New Payment Effective XX/XX/XXXX : {$2600.00} ( due to escrow analysis conducted approx. XX/XX/XXXX ) I have several telephone conversations as evidence that FBC Mortgage is in violation of the agreed terms and conditions of the COVID-19 Recovery Standalone Partial Claim approved on XX/XX/XXXX. 

I have been in contact with countless representatives of FBC Mortage in an effort to resolve this issue, which includes but not limited to the escalation department, loss mitigation, customer service, and supervisor XXXX XXXX. Each telephone conversation was a disappointed and resulted in unfulfilled promises made by supervisor XXXX XXXX. 

XXXX XXXX I received a statement for XXXX for the amount of {$2400.00}. I immediately called FBC Mortgage for clarification and was told they were having " system issues '' and that the new amount would be updated in their system by XX/XX/XXXX. XX/XX/XXXX came around and I called again since I was not able to make our payment online. I spoke with an agent from the XXXX XXXX department, and he informed me that they were still having " system issues '' and mentioned that the new payment amount should be updated in their system within 24 hours. That provided me with comfort, so I proceeded to make XXXXXXXX XXXX payment with the agent for the amount of {$2000.00}. 

On XX/XX/XXXX, we received a DELINQUENT NOTICE ( see attached letter ) stating that there was a remaining unpaid balance, and a late charge that had now been assessed. I immediately contacted FBC Mortgage inquiring about this matter. I was informed our monthly payment will not be changing after all due to an escrow shortage. I was also told that we would need to pay the remaining unpaid balance of {$370.00} to avoid foreclosure action. This information had no logic and when asked for the date of when the escrow analysis was completed, she was unable to find the information. I also questioned the fact that as the homeowners we had NOT been made aware of such escrow analysis, nor were we notified of any changes to our loan. She looked in the system and again, was unable to provide a logical explanation. 

Infuriated and completely disappointed I requested for a supervisor and was connected to XXXX XXXX. 

XXXX XXXX needed more time to research a few things and had promised ( he verbally promised ) that he would personally contact the underwriter and call me back in 3 days. He was also supposed to look into a forbearance plan to offer us foreclosure protection until this issue was resolved. He failed to contact me as promised. However, XXXX XXXX did follow-up on Thursday, XX/XX/XXXX at approx. XXXX. His telephone conversation was primarily focused on notifying me that we were not approved for a forbearance plan then proceeded to ask, " if there's anything else I needed assistance with '' dumfounded I said, " during our last telephone conversation you had promised to call me back on Wednesday you also promised to personally reach out to the underwriter, were you not able to do that? '' XXXX XXXX paused for a moment and simply said, " let me try to get in contact with her now '' and placed me on hold for over XXXX. came back on the line and said he's still waiting for a response. 
I decided to disconnect the call and called back later on the morning... 

Later that morning once I was able to regroup, I called FBC Mortage and spoke to another agent. She was kind and extremely honest and helpful. During that interaction she opened a work order to reverse the payment made for XXXX since it was incorrectly applied to the principal. I requested to speak to another supervisor and was transferred... XXXX XXXX was on the receiving end. Bullet points of the conversation went as follows : " I was going to call you in about an hour. I'm working with the manager for the XXXX XXXX department and your new payment should be updated in less than an hour. '' " I do apologize for assuming this was an escrow issue, sometimes we do that since this is usually the most logical reason for any payment increase, but you were right we have not performed an escrow analysis since XXXXXXXX XXXX XXXX XXXX I'll call you back once everything is updated in the system '' LITERALLY 10 MINUTES LATER : " So why are you saying your payment should be lower? '' " Usually with a partial claim there is no reduction in your monthly payment '' Me : " XXXX didn't I just speak with you XXXX ago? I feel like I'm having XXXX '' " XXXX with me here, under my account dashboard dated XX/XX/XXXX we received an approval letter with a new lower payment effective XX/XX/XXXX '' " Are you telling me you haven't researched this information? '' XXXX : " I'm still waiting for some documents to review; I will call you back later this afternoon '' I include this information in this statement in hopes of bringing awareness to the lack of competence and professionalism that I have experienced since XX/XX/XXXX. 

Since then, there had been countless conversations with XXXX XXXX without any resolution or progress in the case. Each conversation just as frustrating and incomplete as the last one. Last contact with XXXX XXXX was on Friday, XX/XX/XXXX at XXXX. During that conversation he expressed how he had never seen a case like this before and that he was taking all measures necessary to resolve this matter. He mentioned that he was working with several people in different departments and that his manager was also involved. 

XX/XX/XXXX, I contacted FBC an update. Immediately the agent said that there were notes on the account advising that " payment increased due to escrow analysis ''. 
Here we go again! what do you mean escrow analysis, no we already determined that was not the case. I asked to speak to the escalation department since they were aware of this matter, but they were " unable to reach XXXX XXXX ''. 

According to FBC Mortage our payment never changed due to an escrow analysis that was conducted in XX/XX/XXXX. How did they come to this conclusion if our new payment was supposed to start in XXXX? Before XX/XX/XXXX there was absolutely no record of an escrow analysis. There has now been two escrow analysis conducted for the year of XXXX. 

Note- I still continue to attempt to contact FBC Mortgage, but now my phone calls are not going through or disconnected. I also have telephone recording to prove this as well. 

I strongly believe that FBC mortgage is covering or withholding information for their own personal protection. They need to be held liable for their negligence and unethical business practice. This is a serious matter that can be detrimental to a household experiencing a hardship.

Instead of providing us with the assistance we so direly need, FBC mortgage is now raising our monthly payment effective XX/XX/XXXX due to an escrow shortage. 

Our upcoming new monthly payment is set as {$2600.00}. 

XXXX XXXX XXXX

Company response to consumer: Closed with explanation