Consumer complaint received 2016-05-02
Company: Real Time Group, Inc.
State: MI
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account

Complaint:
Thank you in advance for reviewing the concern. My second mortgage was serviced by XXXX ( never delinquent, not in distress, 100 % on time payments ). XXXX 2016 I was notified by XXXX the servicing rights to the XXXX mortgage ( home equity line of credit ) was sold to " Real Time Resolutions ''. I was provided ( as required ) contact information for " Real Time Resolutions '' in the correspondence. The first payment with the new servicer would be for XX/XX/XXXX. As of XXXX XXXX I had no correspondence from the servicer, I contact RTR who had great difficulty answering any basic questions. I did send a payment ( on time, documented ). The following month, no correspondence was received ( no monthly statement received for XX/XX/XXXX ). I contacted the servicer and with great difficulty was able to verify the amount ( varies monthly between {$150.00} and {$180.00} - equity line ) and again made an on-time payment ( documented ). The payment statement actually arrived after payment was made and was dated after the actual due date? How was this possible? 
Today - XXXX XXXX, again no payment statement has been received showing the amount owed for XX/XX/XXXX ( Equity line acrues in the rears, XX/XX/XXXX payment is for XX/XX/XXXX ). The agent was unable to provide any payment information stating only that the amount due was {$32.00} month to date for XX/XX/XXXX ( this is a {$54000.00} equity line at full balance - the interest only payment will always exceed {$150.00} ). The agent was quoting the interest accrued for this month, not the payment currently due for XX/XX/XXXX. This agent insisted this was correct which it clearly is not. I still made an electronic payment for {$200.00} ( documented ) simply to be safe since the agent literally had no idea what the payment due actually was. The greater concern is the company itself and the service related behavior. The agent was " surprised '' that my loan was current? Why would that be a surprise as I have no late payments of any type with any creditor ever ( documented ). He referenced things in the conversation as if it was a collection issue on a delinquent loan? 
This servicer is unable to provide statements ( as required ) in a timely and proper manner and is unable to answer basic questions. What can be done to correct this company 's inability to properly correspond with a consumer who actually pays everything on time? One reason in part for my complaint is document the clear problems with this company in the event there is ever a credit reporting error as they are not even able to send a payment statement on time after 3 months. This company is clearly a debt collector whose staff is improperly trained to address even the most basic consumer inquiry on a loan that is NOT and never has been delinquent. The fact they are " surprised '' my loan is current is disturbing to say the least. Maybe action to prevent debt collectors from purchasing servicing rights on current performing mortgages from companies should be considered? This company was not even able to offer any type of auto-payment option like my other lenders. I would like the CFPB to assist me in obtaining written assurance from the servicer that the company will follow prescribed industry standards and provide a payment statement at least 5 business days prior to the due date as does every other major loan servicer.

Company response to consumer: Closed with explanation