Consumer complaint received 2016-03-24
Company: Eagle Home Mortgage, LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I applied a mortgage through Universal American mortgage company o n XXXX XXXX, my XXXX number is # XXXX. 
During the processing, I noted to their mortgage officer XXXX XXXX, and, processior XXXX XXXX, that I am always on the trip, so best way to reach me is by emailing. 
Till to the mortgage was approved, everything working perfect, and I finally got my loan. 
I start to mail the mortgage payments by mailing checkes, start from XXXX XXXX until XXXX XXXX. 
At that 8 months, I try to set up the auto pay to avoid any delay or XXXX payments, and wrote email to XXXX XXXX XXXX on XXXX, XXXX, XXXX, XXXX XXXX, XXXX XXXX to ask the situation of my mortgage statements, and how to set up payments. 
Since I am out side of States, I have my real eastate agent, XXXX XXXX to ggive them calls almost every month to help me set up autopay account. 
Non of them reply by email, or pick up phones. 
So, I left my checks to my office, and my people help to mail check every month like usual. 

Until, XXXX XXXX XXXX, I back to U.S from a long trip, I got a goodby mail from UAMC ( the universal American Mortgage Company ), said my loan was sold on XX/XX/XXXX! 
And, I received a voicemail from PennyMac ( the new lender ), I was four months delay on my mortgage payments already! 
So, I called XXXX three time to verify what 's happening, and make payments in 10 days. 

At that moment, I put out all my bank statement and found my checks were transferred to pennymac for several times. And, there XXXX checks were missed, and might be XXXX was refused to transfer by Universal American Mortgage Company. 
I called UAMC service office, and try to work out how many payments they received, and why has nobody can reply my emails, and loan officerhad not been able to pick up phone calls from us ( which they frequently talked before this loan was approved ). 

I was told by UAMC that my loan was sold, and they are not be going to answer my any further questions. Yes, and even I called them on XXXX XXXX, XXXX, aksing a records of my payments, try to figure out how many checks did they forwarded,. 
NO BODY give me a call back, because I was sold! 

XXXX XXXX people even has a little bit professional mind, they should notice it, and inform me my loan was transferred. 
Which I am completely okay with that! 
NO Calls, NO picking up calls, NO replying emails, NOt taking care of customer 's re requirements. All my mortgage issues massed up, and my credit score is terriable. 
In that 8 months, I honestly mailed checks every single month, no missed. 

I paid the late pay fees, because I understand it 's not XXXX 's mistakes. 
But, I am really have questions for UAMC, how could they take care of their customers, and how they people feeling kind of massing! 

I wish you can fix my credit score! 
I wish you could talk to them, since no one care aboutme from UAMC. 

Thanks!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation