Consumer complaint received 2015-05-20
Company: Residential Credit Solutions, Inc.
State: MD
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
Residential Credit Solutions , Inc. acquired my mortgage loan from XXXX incorporated in XXXX. RCS raised my mortgage for my XXXX payment by almost $ XXXX because they say additional funds are required to keep my escrow account from falling below their required minimum amount. My escrow amount has been sufficient for XXXX other mortgage servicers. The reason XXXX thinks my escrow funds are insufficient is that they decided my insurance payment is {$4600.00}. It is, in fact, {$1400.00} this year. 

I called on XXXX and talked with a customer service agent. He said that he had no insurance information on file with my loan. So it looks like I have not homeowners insurance - but they have never sent me a request for the information or notified me that they are lacking the information. He said they have no record of my past payment amounts. I asked why that information was not forwarded from XXXX incorporated when they acquired the loan. He ca n't answer the question. He tells me I have to call their insurance department at a separate number. I call the insurance department, which requires going through their long login process again. The insurance department rep says she can see that I paid XXXX {$1200.00} last year - so apparently the do have a record after all. After putting me on hold XXXX times for at least XXXX minutes each, she tells me that the issue has nothing to do with the insurance department and I have to call back to the customer service department to straighten out my escrow account. By this time customer service is closed for the evening because I have been on the phone with them so long. 

On XXXX, I try the process again. I first called the insurance department to get the fax number to which my insurance company can send the proof of coverage and invoice for my XXXX payment. I finally get somebody competent in insurance ( XXXX ). She tells me that they have a access to a database in which they can look up my insurance policy. In XXXX seconds she had the policy, linked it to my account and flagged it for sending the disbursement by the XXXX XXXX due date. She then calls to customer service to explain that they need to straighten out the escrow account. When she transfers me to that person, they act as if they ca n't hear me on the end of the line and then they hang up. I call back, going through their laborious code entering process yet again. 

I get a new customer service representative ( XXXX ) who says that my account shows no information about my insurance no carrier or policy. He says my payment is {$4600.00}. He tells me I need to call the insurance department. I explained repeatedly that I had just gotten off the phone with them and they told me to call his department. I asked him to call XXXX in insurance. He refused to do it. I asked to talk to his supervisor. He refused. I kept asking him to either talk to XXXX or let me talk to someone who could solve the issue. He kept telling me that I needed to wait for a few days for " things to update ''. I told him I wanted it resolved immediately because I did not want to pay {$400.00} I do not owe on the mortgage payment that is due XXXX XXXX. He told me I did not need to pay until the XXXX. I told him I would absolutely pay on the XXXX because that is when it is due so that is when I pay. After many tries he finally, he said he was passing me to his supervisor ( XXXX ). When she picked up the phone, she acted like she could n't hear me and she hung up. 

They are engaging in predatory behavior. Raising someone 's mortgage by 18 % due to a fictitious insurance amount they generate and lying that they do not have my past insurance information when they do have it and also have easy access to my policy information. They are entrusted to pay my taxes and insurance. If had not contacted them, they would have let the insurance due date go by without paying

Company response to consumer: Closed with explanation