Consumer complaint received 2015-05-16
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Residential Credit Solutions, Inc. (TX)

My loan servicing was transferred from XXXX XXXX to Residential Credit Solutions , Inc., ( RCS ), in XXXX XXXX. I had hail damage to my property in XXXX that was repaired in the first half of XXXX, before the transfer. XXXX held the insurance payments in escrow releasing about half when the repair contract and other required contract was signed and the remainder when the work was deemed completed. 

Unfortunately XXXX had co-mingled the funds with another mortgage I still have with them for a rental property that was not satisfactorily completed in that timeframe and as a result I held some of the checks back from the roofing company and as a result they expired after 90 days. All the paperwork was in for my house and all the work had been completed before the transfer but because they co-mingled the repair funds with the other loan and property, and there were issues with the quality of work at both properties and significant delays at the rental property, I held the final checks back from the roofing contractor and until very recently, he was OK with that. 

I 've gotten numerous letters from RCS asking me to contact them about the roofing repair. I do n't understand this since the repair was completed when XXXX had the loan, all the paperwork was submitted and I thought all funds were released. In the letters RCS says they have been unsuccessful in reaching me, asking for phone numbers, etc. They also asked for my SSN which they should have had received from XXXX when they transferred the loan. I have XXXX mortgages and at least XXXX have been transferred in the past year but only RCS seems incapable of using the transfer information to find my phone number and SSN. In fact I know RCS had my phone number since they called me last XXXX to advise me of the transfer. 

On XXXX XXXX, XXXX, I sent letters to XXXX and RCS Customer Relations about the checks that still had n't been reissued after multiple written and verbal requests. In the letter to RCS Customer Relations, I asked that they get with XXXX to get the information they needed and stop sending me these silly notices. I 've gotten XXXX more since then which I 'll attach. I 've double checked the address of the letter I sent to RCS. It appears to match the address for Customer Relations in their notices to me and it has not been returned in the last 70 days by the postal service. 

XXXX did call me and eventually send me a check for the larger amount. They still owe me about {$240.00} which I will submit as a separate complaint against XXXX. XXXX said there would be a delay in getting the funds for the {$14000.00} check as they had sent them to RCS. Eventually I received a check for {$14000.00} which I 've since cashed. 

I also received a check from RCS in the amount of {$20.00} dated XXXX XXXX, XXXX with little or no meaningful explanation. Other than that I 've had no response to my letters to RCS other than for them to continue to send me a computer generated letter asking me to contact them about the repairs. They have given me no written confirmation of the letter I sent to Customer Relations, nor have they called me. Clearly they have my phone number if they need it. Unfortunately their computer is stuck in a loop as far as sending these letters and they do n't have the staff and/or courtesy to respond to my letter of XXXX XXXX, XXXX. 

They still show I have an escrow balance on my statements of {$1.00}. That has n't changed since they picked up the loan servicing and shows up on every statement. Since we agreed I would n't escrow and would pay the taxes and insurance directly, I do n't understand what that is or why they are holding it but it 's so small, it 's hardly worth making an issue of.