Consumer complaint received 2016-07-21
Company: Arbor Residential Mortgage LLC
State: MD
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
In approx XXXX, I refinanced my home mortgage of approx {$200000.00} and began making monthly payments of {$1000.00}. Within 3 or 4 months this mortgage was sold or transferred to a sister company who started hounding me for the payments. I went to the excruciating experience of making contact with the new company and patiently explained that I had never received any notification from the original mortgage company with which I had signed the mortgage that the mortgage had been sold/transferred and that until I had such documentation I was in no position to send them my payments. 
The new mortgage company thereupon sent me a letter from the original company with thew necessary notification.I changed the destination of my payments and all got straightened out ... until the next sale/transfer of my mortgage. 
This happened approx 6-9 months after the first such transfer. And of course, it happened in the same manner - no notification from the mortgage holder, only letters from the new company demanding payment. So I went through the drill one more time. This time it lasted for approx a year until this third company sold my mortgage to Seneca Mortgage. After this sale, I ended up speaking to a XXXX XXXX XXXX in their problem resolution department and explained once again my simple request for documentation from the loan holder of record that the mortgage had been sold and to whom. Upon receipt from XXXX XXXX of the required documentation, I sent him a check for the XXXX payments involved in the messy transition, and arranged for automatic monthly withdrawals for subsequent payments. 
Very shortly after sending XXXX XXXX my check in XXXX XXXX, I received a letter from Seneca Mortgage advising me that my payment should be ca. {$2900.00} per month itemized as the loan payment of {$1000.00} plus a tax escrow and a payment of approx {$600.00} for homeowners insurance. To say this XXXX me off is a major understatement. I immediately contacted XXXX XXXX XXXX and reminded him of the insurance information I had previously provided him and he indicated he would get in touch with the bureaucrat now assigned my mortgage and get things clarified. I then forgot the Seneca Mortgage Disorganization. 
For approximately the last year, Seneca Mortgage has made numerous phone calls to both my land phone and my cell phone. Each time I ( usually politely ) advise them that I would love to speak with them but they do NOT have my permission to record our phone call. They whine that they do not have the ability to make unrecorded phone calls, which is a lie since my calls with XXXX XXXX XXXX were on an unrecorded line - a XXXX of mine to which the law entitles me. 
Recently I employed a lawyer to contact Seneca Mortgage and find out what in the XXXX is going on. I am advised that since XXXX of XXXX, Seneca Mortgage has been returning my payments because they for some reason are no longer willing to accept my electronic transfers ans as of last month have placed my mortgage in foreclosure. 
This makes me livid. Apparently making monthly payments on time every month by bank check is no longer sufficient to service a mortgage.

Company response to consumer: Closed with explanation