Consumer complaint received 2017-06-21
Company: MIDFIRST BANK
State: AZ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My complaint is with Midland Mortgage Co., based out of XXXX  XXXX, Oklahoma. They serviced my mortgage loan from XX/XX/XXXX until XX/XX/XXXX but are very unwilling to provide the loan information I 've requested, time after time. I 've asked for a comprehensive transaction report to include the resulting principle balance after each transaction in my account history, plain and simple. Unfortunately the principle balance is never included. Nothing in the report is meaningful without the resulting ending balance to show the transaction 's impact on the account. In the 11 years Midland Mortgage Co. serviced my loan I never received a detailed monthly statement as they considered the annual payment coupon book sufficient enough. Unfortunately it was not. Unfortunately the payment coupon book did n't include anything more than the payment due and a due date. What it did n't include was an accounting of monthly payments made, dates those payments posted, how those payments were applied, or how those payments effected my principle balance. In fact the monthly payment coupon book only appeared to benefit their accounts receivable department in identifying the account in which to credit the incoming payment to and not to offer any details to the mortgagor about account activity. That would come with the XXXX  year end tax and interest statement until XX/XX/XXXX, but after XX/XX/XXXX monthly transaction history was completely eliminated from the XXXX statement and account activity was no longer made available. I have called Midland Mortgage Co. a countless number of times with questions regarding issues with my escrow account, payment increases, questionable late charges, and various other fees assessed to my account, insurance dispursements, etc., etc., etc., and again, for transaction history to include an ending principle balance, only to be reminded of their lack of transparency and uncommitment to customer service. I 've waited weeks at a time for reports that promised a resulting ending principle balance only to receive yet another report without a resulting ending principle balance or to receive no report at all, or more recently a report that excluded 7 years of payment history I requested out of 11 because, '' this information is not available ''. Midland Mortgage Co. has also structured their company such that disputes and/or complaints are handled only by departments that are unavailable by phone. In my opinion that is a failure of obligation as a loan " servicer ''. And because they are based in XXXX XXXX and have no local office, sitting down with someone to discuss account activity is not even possible. They are owned by Midfirst Bank but I have been assured by Midland Mortgage Co. that Midfirst Bank has no access to my loan  information so I can eliminate that as an option. Lastly, my account was removed from their website the day my balance was paid off in XX/XX/XXXX. The information I have received is inconsistent. The information reported on the XXXX year end tax and interest statements does n't match the annual escrow statements which do n't match the payment history which does n't match the letter correspondence which is n't consistent with other letters and other reports they have mailed. A monthly statement might have eliminated all the confusion and the countless hours, days, weeks, and months I 've spent trying to piece this all together to ensure my account was serviced properly and accurately. As a recap, Midland Mortgage has failed to : 1. Provide a resulting principle balance with each transaction on my account.
2. Provide adequate information in the payment coupon book.
3. Provide year end payment history and account details after XX/XX/XXXX on the XXXX year end tax & interest form or otherwise. 4. Respond responsibly to requests for specific account information.
5. Provide accurate reports consistent with other reports & statements.
6. Offer transparency in their accounting departments.
7. Accomodate account holders with phone communication with the departments that handle disputes complaints.
8. Follow through with generating and providing specific requested information.
9. Maintain my loan information and provide me with online access beyond the payoff date.
10. In general, fulfill their basic obligations as a mortgage servicer.
My complaints with Midland Mortgage surely do n't end there as the more I dig the more questionable activity I find. Unfortunately I 'm told that complaints and/or disputes can only be submitted in writing to departments that do n't accept phone calls. That is definitely part of the problem and not part of the solution. It would be very difficult to put 11 years worth of transaction history issues in writing, and considering a 30 day turn around time for disputes, the total process could become quite lengthy with more disputes. And, based on past experience with Midland Mortgage Co. I have my doubts as to whether my disputes will ever be fairly and properly addressed. Perhaps an intervention by the regulators would be helpful.
Therefore, with much respect, I am requesting your Office of The Consumer Financial Protection Bureau to investigate this matter and assess whether Midland Mortgage Co. is meeting their legal obligations as a mortgage service company.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation