Consumer complaint received 2021-03-21
Company: SFMC L.P.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Subject : Make a Complain to Servive First Mortgage : Date : On XX/XX/XXXX. 

I bought a home was financed by FHA through Service First Mortgage Office in XXXX, Texas, in XX/XX/XXXX. The procedured was cleared at the Title Company with a contract 30 years loan and payment plans. After I bought, I have to pay regular monthly payment as required in the contract. Since XX/XX/XXXX, they did not send me a coupon regularly monthly payments, but off and on most arrived late. Some month, was missing coupon or sent to me late. It is a traditional plan payments for everyone of home owner. I am cleared, We must make a plan to pay, even thought you received coupon or not. Monthly payments are My responsibility, I still have to send my mothly payments each month as required you to send me a coupon or not. But I also concerned about my account. It seemed they sold to other company name : XXXX. This company name, I was not awared of it. It was unkonwn to me. After XXXX took over my mortgage account, it was mass up quickly. They Keep complaining me for two years over and over not receeived the monthly payments.I did pay up to date. For exameple, in XX/XX/XXXX and XXXX XXXX, they said that I did not send the payments. ( They complain did not receive the payments ) .They requested me to pay total collection is {$4400.00} needs to pay by XX/XX/XXXX wich I sent my payments with a coupon payment up to date and cashed my checks, but they keep saying, they still did not receive my payments. They are wrong. Nowday, they sent coupon twice each month, but late by the end of the month. So, I have to cross the old coupon to make a new date to send it to them. 

Since XX/XX/XXXX, they were begun to call to collect monthly payments day and night and sent certified letters 3-4 times to collect per week, including loss mitigation from the Department of collection so many times per week and per month. It was a harmful treatened me as customer. They warned to put my home as Hud home. For this treatened, they put me into a bad credit permanently. It was a shameful matter. They were forced information to send to me by sending certified and expressed from the address : Loss Mitigation Department, XXXX XXXX. XXXX XXXX XXXX. XXXX XXXX, IL, XXXX. They did serve their services unpleasure to me as their faithful and high values customer. 

My experiences with this company, they are poor management and neglected. They keep doing wrong thing and put me to a bad credit which everyone do not like to have it. They ignored to answer for any of my inquiried and questioned. 

My inquiries were made requested to Service First Mortgage so many times, but they were not answered to correct questions. For example, recently inquiried two items, one is on XX/XX/XXXX and two is on XXXX XXXXThese are not got the answer yet. I am so dissapointed. 

For example : The collection department was tried to collect me twice to pay on XX/XX/XXXX, check # XXXX, the mount {$1100.00} and XX/XX/XXXX, check # XXXX, the mount {$1100.00}. These without coupon. My questions were not been answered. Other example in XXXX XXXX, check # XXXX, {$1100.00} paid to by Merchant name : XXXX XXXX. In the month of XX/XX/XXXX, paid twice, one was with a check number XXXX and other one was paid by cashier check # XXXX supposed to replace XXXX XXXX, XXXX, check # XXXX for amount {$1100.00} was requesting by XXXX of Service First Mortgage, but they paid for XXXX payment XXXX again. It is double payments in XX/XX/XXXX. I was paid twice on XXXX  XXXX payments. All my inquires were no answers correctly. Now they keep asking me to pay for XX/XX/XXXX and XXXX XXXX by XX/XX/XXXX. They were complained not receive my payments which I already paid and cashed my checks and paid it. These are the problems I never got the correct answers to fix it. These services are weak and neglected. The - Complain page 2 history of my regular monthly payments were not missed any payments. The history monthly pauments were actually I was over paid to my mortgage, but the customer services did not respond to client ( me ). 
When I received a notice, I called the customer services, staffs seemed not speaking English. Some of those I don't understanding them and they did not know how to explain me what when wrong? My experiences with the Service First Mortgage was three groups to play on my account. 1. Department of collection. This group is not know other services do to my account. Their job is to collect money from client did not pay the mortgage. That is all they know. 2. Customer services. This service is not able to know the history of payments each month by month were receiving each month. 3. Reaserch Center. The research center did research my requested, but not answer the questions. They answered me in different items I do not need to know. For example, Escrow, Taxes and Insurance etc. So, the collection department, customer services and Research Center were always talking behind the mountain. The three will not know who do what? So, the issues were never got solution. That is why tooke for more than two years these people never know how to fix their own mistaken. Other isuues are : 1. I bought home and was finaced by FHA through Service First Mortgage in XXXX, why my mortgage laon office in Chigaco? 2. Why my mortge loan is control by company name XXXX? Why they mass up my loan account? Why they did not know they did wrong? Why they did not faithful to their customer? 

The three departments of Service First Mortgage seemed not connected each other just play game to confused client. P.S. My daughter called and I called to complain why the collection department called me day and night to collect payments? The Sevice First Mortgage were always do not answer them. They may fake people. I asked, why are you sending me so many notices by certified mails each week? They answered, oh there were machine genearted it. They said, don't worry. Over all up to now is no fix and got solution. 

XXXX XXXX XXXX XXXX

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