Consumer complaint received 2015-08-28
Company: Capital Markets Cooporative, LLC
State: AR
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I requested a packet for a partial mortgage release from CMC XXXX I received the packet and submitted all required documents at one time on XXXX XXXX. The packet stated review would take XXXX business days. I called the company XX/XX/XXXX and they advised they had received all required documents and were reviewing them and that it was taking them a little longer than usual because the buyer lives in another state. I then tried to call again at the request of our title company, each time I call it starts out with the same thing..I do n't see where you have submitted a request I give them my information to the customer service rep again and they are able to locate where I submitted the packet. It has been over the 90 days and I ask is there anyway to get an update for the title company. The first XXXX calls they told me a supervisor would call me in XXXX hours. I never received a call or email. The next time they told me someone would contact me via phone on XXXX XXXX, I sat by the phone all day no call. Then I was assured I would receive a detmination on XXXX XXXX. When I called back they advised that I would hear something on XXXX XXXX, this was after she showed no record of me submitted records back in XXXX XXXX. She told me to try email for faster service. I told her I emailed in XXXX XXXX and it is XXXX and I have not gotten a response. She told me to send a letter, I have attempted that twice. I asked her if it usually takes XXXX months for them to respond to email requests and she stated yes. I said it is normal for a review to take XXXX of a year to complete and the consumer not hear anything or receive any updates. She stated Yes. I have attempted written letters, emails, phones calls, I feel like they are just giving me the run around. My contract with the buyer expires Monday XXXX XXXX, they want an update before we can extend it. I have tried since XXXX to get an update but can not get in touch with anyone thru calls, mail, or email. I do n't know what to do. The only option I seem to have is refinance with a different lender. This company bought my loan from a local bank and I have never had such horrible customer service. They are always late on my taxes and insurance. the insurance company calls me constantly telling me the mortgage company will not release funds from escrow, they lost my first payment that our local bank send them. It took them XXXX months to " find '' it. The had credited it under the wrong account due to a typing error on their end. Even though I sent my cancelled check, and the local bank send their check information CMC/XXXX could not find my payment. Once they did find it and they had it the entire time there was no apology, no call to tell me they updated my account, nothing. I always pay weeks before my payment is due, never been late, never had a late fee. I am a good customer I expect good customer service. 
I have saved all of my emails, the title company as confirmation of sending our packet and it being accepted. The title company was on the phone/conference call to customer service. They said they have never dealt with customer service this terrible or seen anything like this. Emails, call log, title company witness available on requests

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief