Consumer complaint received 2023-11-08
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Data Mortgage Inc. (FL)

As you can see in my previous reports, I have been having difficulty with my mortgage servicer, Essex Mortgage. I will continue reporting them until they approach my problems correctly. I have an FHA loan. I had a previous partial claim established with the last servicer, but once the switch occurred, this company went bonkers. They reported me delinquent and say I have not paid since XX/XX/XXXX, despite the fact I have been paying my mortgage under the agreed reduced amount since XXXX. My credit score dropped back in XXXX, but after working to correct it for several months, it went back up in XXXX -- only to fall by a dismal XXXX points AGAIN in XXXX. I am being reported falsely delinquent and they claim I have missed payments despite me trying to work with them to get my partial claim status back on track. They told me over the phone several times in the beginning of XXXX that I owe a different amount, but I never agreed to this in writing and I have never seen documents stating this. They continue to drag their feet, make my life difficult, and send me the wrong documents. They claim I never completed a partial claim request, but they should have already had my documents. I have receive numerous calls from department managers, telling me they're going to send the documents, but I think it is a ploy to keep me quiet. They send me loan modification documents over and over via email and postage, despite my need for partial claim documents. Until these partial claim documents are filled out, my credit score will suffer. It's like there's two sides to this company. I get someone competent over the phone who submits requests to get these partial claims documents sent, and yet, over email, I receive different documents. The person on the phone with loss mitigation even stated the company went about this all wrong. It feels like they are holding me XXXX. I have worked with HUD to try to fix all of this, and I am doing everything in my power to make this right, but my mortgage servicer is aggressive. There customer service line is terrible. It constantly puts you on hold and then leaves you in a loop. It's impossible to pay online or over the automated system, and so you have to speak with a representative, which is virtually impossible as well due to long holds, conflicting information, and slow callback times. Additionally, the company is telling their employees to ask for positive reviews on XXXX  so said employees can enter a XXXX raffle. This is an attempt to move the negative reviews down. This company is awful. I want someone to investigate further, as there are thousands of others who are dealing with this same issue. I do not want a phone call from the department manager. I get conflicting answers from him and his team, only for my issues to not be corrected in a timely manner. I will continue reporting this company until they treat me right. 

Also -- they closed my previous mortgage account and opened it under a different name -- XXXX XXXX  XXXX or something similar. I can attach a screenshot. They reopened my account under this name, which is why my credit score dropped. I do not know if they're allowed to change their name under my credit report without notifying me first of the change. They are operating under Essex but on my credit report, it says a different name under my mortgage. I have NO missed payments reported on my report, but my credit score dropped anyhow, and the company says I am 275 days late on payments. This is not true. I can provide paperwork that proves I am paying. Lastly, I do not feel the company is applying my payments properly. They're applying my mortgage payments to dates I missed -- XXXX XXXX- XXXX XXXX. They're putting my monthly payment to these past due payments, when FHA is working with them for a partial claim. They are not applying my payments correctly and they continue to send documents with conflicting monthly payment amounts.