Consumer complaint received 2015-08-06
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: FCI Lender Services Inc. (CA)

1. FCI sent statements to an ambiguous address, XXXX XXXX in XXXX - it was not listed on any applications. 2. They never sent any communication to the property address. 3. We received the first statement from this company in XXXX, 2015 after providing both the property address and an updated XXXX XXXX for billing. 
TODAY, THEY RETURNED A CHECK SAYING DUE TO A FORECLOSURE IN PROCESS! 

In XXXX 2015 we obtained a mortgage with XXXX XXXX XXXX, Loan NoXXXX 

The loan documents XXXX attached XXXX states that payments should be made to FCI Lender Services Inc. located in XXXX. We have sent payments to this address successfully using the loan number above, until XXXX, 2015. 

After sending check No. XXXX on XXXX XXXX, 2015, we were informed on or about XXXX XXXX, 2015 that payment was not received. 

In following up on this notification with FCI Customer Service on XXXX XXXX, 2015, we found that the Loan No. XXXX did not exist in FCI 's system - we used the property address to look up the account. 

We were told that ; 1 XXXX the account number was not XXXX but XXXX ; 2 XXXX that the XXXX 2015 and XXXX 2015 payments had not been received and ; 3 XXXX our statements were being sent to an unfamiliar XXXX XXXX The XXXX 2015 check has not been returned and the amount was not withdrawn from the account, also at that time the XXXX 2015 check had not posted either. 

Further we found that no action had been taken on an XXXX 2015 request XXXX email record attached XXXX to shift the payment date from the XXXX to the XXXX of each month. And that the entire mortgage would need to be rewritten if the lender, XXXX XXXX XXXX agreed to change the payment due date each month. In addition, we attempted direct contact with XXXX by phone and received no resolution or decision regarding this matter. 

On XXXX XXXX, 2015, after talking with FCI Customer Service, the following actions were taken ; 1. stop payment on check numbers XXXX for XXXX 2015 and check number XXXX for XXXX 2015, at {$35.00} for each stop payment, totaling {$70.00}. 
2. requested billing statements and communication be sent to an active address so that payment coupons can be available for mortgage payment on the XXXX of each month. 
3. authorized correction of the erroneous billing address and requested that all related correspondence or issues regarding the mortgage be directed to XXXX XXXX. XXXX for resolution. 
4. FCI emailed a statement for past due mortgage payments with fees and penalties ( attached ) On XXXX XXXX, 2015 we received a default letter from a company called XXXX, we were told by FCI that this company XXXX is a sister company to XXXXOn XXXX XXXX, 2015 - added a second signature and sent the authorization ( again ) to FCI then resent the correspondence a second time to verify the signature. 

On XXXX XXXX, 2015 we informed FCI that ; 1 XXXX XXXX checks had stop payment on them ; 2 XXXX the payments would be mailed again with the new account number ; 3 ) we expected any fees or penalties be reversed and default collections to be stopped and ; 4 ) that a complaint would be issued to the Consumer Financial Protection Bureau so that all parties will be on the same page regarding the account.