Consumer complaint received 2016-11-14
Company: Servis One, Inc., Titusville, PA Branch
State: IL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XX/XX/XXXX I was notified by XXXX XXXX XXXX they had sold my mortgage to BSI effectice XX/XX/XXXX The address where to send the payment came well past the due date so I mailed the payment to XXXX It was finally applied For the months after that, I would send checks every month and sometimes they came back. Sometimes they did not but I did not know they were not being applied until months later. ( I read over XXXX complaints on the internet stating the same thing happened to them. ) I asked for account details going back several years. At that time I pointed out that there was still payyment that was misapplied by XXXX and pending correction. I had contacted XXXX numerous times over this and each time they gave me some story about how they would do and it would take months. Months later it was not corrected and I would call back only to talk to someone else who had no idea what I was talking about. I have my bank verification that I sent a check for {$1400.00}. and XXXX only credited my account {$14.00}. Their records show the difference was never applied. I notified BSI about the payment that needed to be credited. 

XX/XX/XXXX my insurance company called me to say that the mortgage insurance had not been paid and my policy was about to be cancelled. I called BSI and got a return voice mail from XXXX XXXX that they do n't pay insurance. Since the previous year 's premium was paid, my payment included escrow money being withheld for insurance. They have been collecting money for insurance for more for almost 18 mo. That money needs to be deducted from the amount I owe, as I paid that insurance premium. I want that amount taken out of the monthly escrow payment. 

XX/XX/XXXX I spoke to XXXX XXXX for more than an hour. At the beginning of the conversation I told him I id not like to talk to my mortgage company representatives on the phone as I had had problems with XXXX where the person I talked to would do nothing and when I called each time I got a different person who could find no record of previous conversations. They would promise things, then not do anything. When I called again the same thing happened. No record of the call. Groundhog day. XXXX XXXX told me over and over he was different. He 'd been doing this for 30 yrs, I can trust him.Blah, blah blah. He promised many things. I think he 's a con. Here 's what we agreed to He would get the misapplied payment credited for {$1400.00}. 
He would send me an escrow breakdown, showing the insurance amount. He would have that removed from my monthly payment and that amount for every month after the premium for XX/XX/XXXX was paid deducted from the amount owed. 
Give me detailed breakdown of " fees '' added to the account every month, some as much as nearly {$400.00} which is approaching XXXX % in fees. 
Allow me to make several payments up front ( the amount to be determined ) and be allowed to make monthly payments with increased amounts periodically until the outstanding amount is paid I asked him to send these things in writing via postal mail and also via email. He told me he tried to reach me via email but the email address he had was not valid. I asked him what he had on file. He had the correct email and I immediately knew he was lying about trying to contact me. 
He gave me his email and I emailed him immediately - and I sent a copy of an email from XXXX XXXX indicating that he had no problem sending me an email using the one on file. I got a response from XXXX saying 'let 's keep in touch'.I never heard from him again. About a month later I sent both XXXX and XXXX an email remidning them I was waiting for the information I requested. No response. I emailed again. No response. 

I want the information I requested aand I want the the issued mentioned above resolved. I have all supporting documentation, bank statements showing misapplied payment, emails, proof I paid my insurance.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation