Consumer complaint received 2024-01-17
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: ALTERRA GROUP, LLC (MD)

Im writing to inform you that the customer service and mishandling of information resulting in significant stress from Panaroma Mortgage Group LLC, inadequately handling my loan and information. 

Timeline 1. Purchased a home in Maryland and closed on XX/XX/XXXX. 
2. 1st payment due to XXXX XXXX on XX/XX/XXXX ( payment made, documentation to prove ) 3. I was notified in XX/XX/XXXX, that my loan was being transferred to Panorama Mortgage Group LLC, and to begin making my payments to www.pgmllc.com, starting with the XX/XX/XXXX payment. 
4. XXXX, XXXX, XXXX and XXXX XXXX mortgage payments were made via the payment portal on www.pgmllc.com ( all payments were made on time with documentation to prove and provided to Panorama. ) 5. I was notified in XX/XX/XXXX, that my loan was being transferred again and they would reach out when my account was ready, which didn't happen until the end of XX/XX/XXXX ( apparently transferred to another branch of ) Panorama Mortgage Group and I should start making my payments to https : //panoramamortgage.servicingdivision.com/ starting with XX/XX/XXXX payment. 
6. XX/XX/XXXX payment made to the new portal provided. 
7. XX/XX/XXXX payment made to the new portal provided. 

Issues : Panorama is saying I havent paid my mortgage when I have email confirmations and bank statements showing the funds were taken out of my account. I have received threatening letters saying I am behind, every time I talk with someone, Im told they are trying to trace my payments. I have been told this since XX/XX/XXXX, here we are 60+ days later and they still cant find the payments. The escrow balance and the loan amount due are all wrong. Im not even sure my taxes and insurance are being paid. 

I NEVER received a statement from XX/XX/XXXX XX/XX/XXXX from Panorama Mortgage Group when I was making my payments to www.pmgllc.com. I emailed and called multiple times asking for a statement and I NEVER received a call or even an email response. ( I have all the email documentation to prove my communication outreach ). 

Panorama has failed miserably to properly document and track the transferring of loans and payments and in return harass customers ( like myself ) via letters and phone calls, when documentation has been provided ( as they requested ) but they still have done NOTHING. 

Reading reviews online other customers have experienced similar. Citizens work hard to pay their mortgage and maintain good credit with on-time payments, but because of the inadequate business practices of this financial institution, customers like me are facing ongoing stress and issues regarding this institution that has failed to hold up their end of providing top-notch customer service to their customers. 

I need someone to contact me back with a resolution and to find the hard-earned money that I have paid monthly to this institution and update all my documents accurately. 

All documentation can be provided AGAIN upon request!