Consumer complaint received 2015-12-22
Company: Eagle Home Mortgage, LLC
State: MD
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I am having major issues with Universal American Mortgage Company. I have been through several closings including XXXX after major reform to mortgage lending. I have never had a worse experience than with Universal American Mortgage Company. During the underwriting process, I was initially sent a secure website link to submit documentation that contained sensitive information. Throughout the process the link would expire which prompted me to repeatedly ask the underwriters to send the link. The head underwriter did not know what I was referring to so I had to contact the bank manager and/or another underwriter at the bank. In addition, I was repeatedly asked for account statements for accounts that were not going to be used for the funding of the transaction. I was asked for documentation that was unnecessary. For example, they wanted to see documentation of the sale of my previous property which I had no problem providing. I provided the deposit receipt, HUD XXXX document signed by both parties and the title company and a statement of account showing the amount in my account. They then changed their minds and wanted to see 30 days then 60 days of accounting history for this account that was not going to be used for funding this transaction. A deposit receipt, the HUD XXXX document, and a statement of account showing the amount in my account should have sufficed. They changed their minds on a daily basis. Another example occurred the weekend before closing. The lead underwriter sent me an email on Saturday telling me that she tried to run my credit for all three but could not. ( Due to the XXXX XXXX breach, at the time I had a lock placed on only XXXX of my credit reports. ) When I called the the other XXXX credit bureaus, ( that were not locked ) they confirmed that no one in fact had tried to run my credit. In essence, someone lied to me. The last straw is when I tried to recently send in my first mortgage payment. I sent in my first mortgage payment on XXXX XXXX, XXXX which is due XXXX XXXX, XXXX. I sent this via the United States Postal Service. I really did not want to do a paper check however I was told by the title company that I must do a paper check and I can not pay online because the bank does not offer it. I called UAMC on XXXX XXXX, XXXX to verify the receipt of the check. They said they had not received it and to " give it until the weekend. '' I called back on Monday, XXXX XXXX, XXXX and they had still not received it. I asked to speak to a manager but all of the managers were unavailable. They then tried to blame the United States Postal Service for not delivering the mail. Given the past history I have had with UAMC, I highly doubt the check was lost in the mail. The young woman told me I could submit my payment over the phone and that I would receive an email confirmation close of business the same day. I gave her my account information and she a put a note in the file to not cash the check if they receive it. I never received a receipt via email, nor were the funds taken out of my account. I am now in danger of being in default on my loan because I can not make online payments, and despite my efforts to pay, they have not taken the funds from my account as they said they would. I have repeatedly asked to speak to a manager and no one is ever available, and the people hat I speak with on the phone really do not care if you are trying to submit a payment. It is a though they are seeking for people to default on loans in order to start foreclosure proceedings. It does n't make financial sense but neither does refusing to accept a timely payment.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation