Consumer complaint received 2015-06-24
Company: RIGHT START MORTGAGE, INC.
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I signed loan documents with Right Start Mortgage, Inc. (RSM) in XX/XX/2015 - refinancing.  The XXXX Payment Letter indicates that I should make the payment to RSM on XX/XX/2015.  The Servicing Disclosure Statement states: "we may assign, sell, or transfer the servicing of your loan..."

In XX/XX/2015 I started receiving letters from XXXX my new servicer, including the monthly bill for the XX/XX/XXXX payment. However, I did not receive any information from RSM informing me that my loan servicing has been transferred.  I also received a letter XXXX telling me that I do not have Hazard Insurance properly listing XXXX as loss payee. 

On XX/XX/2015 I called RSM at XXXX to confirm whether or not my loan was truly transferred from them XXXX - they could not locate my loan #; they could identify me by my SSN, nor the property address. 

This information is for training purposes for RSM's Call Center (I will not use their names as I do not want anyone fired - just train them!)
•	Person XXXX could not help me at all, so I asked her to be transferred to her Supervisor
•	Her Supervisor, Person #XXXX - told me that I called the wrong number and should be calling their corporate office at XXXX.  When I told her that that's exactly the same number that I dialed, she put me on hold and I went back the same Call Center line. 
•	Then Person #XXXX picked-up - I had to explain the same situation to her and asked to talk her Supervisor. Person #XXXX advised me that I should wait for couple of more days and call back because the loan is new and probably did not get booked in their system yet. Then I asked how long does it usually take to book the loan - her response was XXXX days.  So I told her that there is no point for me to wait.  I need a confirmation that my loan was truly transferred and asked to speak her supervisor again. After putting me on hold, Person #XXXX  came back telling me that she spoke to her Supervisor and there is no point to transfer me to her as she will tell me the same thing - this time is to call XXXX and confirm whether or not my loan was transferred to them.  As I explained to Person #XXXX  - what if I received a letter from a fraudulent mortgage company claiming that they purchased my loan, of course, if I would call the same number on that letter, they would confirm. I need a confirmation from RSM that they transferred, before I make my payment and call my Hazard Insurance company requesting a change (every time I change, I get charged). What I explained to Person #XXXX is based on what she told me, RSM's Call Center has no idea where my loan is. I also advised her that I will filing this complaint today. The only reason why I believe that most likely XXXX is my new servicer and is not a fake company is because it was in the news recently, thanks to CFPB. 

I believe RSM owes me a disclosure informing me that the loan has been officially transferred for my documentation purposes.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation