Consumer complaint received 2023-01-04
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: CADENCE BANK (GA)

I was a little hesitant to file this complaint because I know it will only go to the company and theyll provide some sort of a response that may or may not make sense and the complaint will be closed, however I have worked in the XXXX XXXX XXXX XXXX XXXX  as an XXXX and XXXX. XXXX XXXX and I know if this is happening to me its definitely happening to other consumers and its just not right. 
First let me say my loan was originated with Cadence Bank and depending on whom I speak to when I call to get information on in my loan, I am talking to a Bankcorpsouth representative, or Cadence Bank representative and they all speak as if they are independent of one another. This is confusing when trying to resolve an issue because the blame is placed on which every entity I am not speaking to at the time. On XX/XX/XXXX, I was told I was speaking to a Bankcoprsouth representative. 
Around XX/XX/XXXX, I was laid off as the mortgage company I was working for closed on payday and did not issue paychecks. On XX/XX/XXXX, I contacted Cadence Bank via email and telephone to see what could be done to postpone my future payments for a short time until I was back to work, so it didnt have a negative effect on my payment history. I was essentially trying to get ahead of a situation before it happened. I did not receive a response from Cadence Bank until XX/XX/XXXX, via email in which they provided XXXX a telephone number to a medical service provider ( I have the email to support this claim ). After continued calling and emailing any contact I could fine I finally got a response around XX/XX/XXXX, to start the forbearance process. Could you imagine losing your job and trying to get your affairs in order and not being able to contact your mortgage company, nerve wrecking. 
Coming out of forbearance. 
Around XX/XX/XXXX XXXX I received documentation stating that my loan had been modified, the forbearance period has ended, and regular monthly payments of {$1700.00} would begin as of XX/XX/XXXX. On XX/XX/XXXX, I logged on to Cadence App to make my XX/XX/XXXX payment and the amount due was {$1800.00}. I was confused about the amount because I was told {$1700.00} and now its {$1800.00} also because it included a late fee of {$240.00} and another fee of {$66.00}. I thought maybe they were still working on my account and things would eventually balance out. On XX/XX/XXXX, I made a {$310.00} payment to cover late fees and on XXXX XX/XX/XXXX I made a payment of {$1500.00} mortgage to cover the complete charges for XX/XX/XXXX. 
On XX/XX/XXXX, I notice I was assessed another {$240.00} late fee and {$66.00} fee for XX/XX/XXXX payment which now raised a bit of concern, so I sent an email to XXXX XXXX. 
On XX/XX/XXXX, I spoke to XXXX XXXX about the higher mortgage payment as well as the late fees I was being assessed. XXXX informed me that the mortgage payment was higher than what was reported on the loan modification because of taxes and insurance ( escrow ), and she had no control over it, again this made no sense because the escrow was calculated into the modification amount. 
XXXX also stated that the late fees and the other fee assessed could be waived but because I have been consistently late on my mortgage payment since the XXXX payment due XX/XX/XXXX the fees were added to my account and I informed her that would be impossible because I DID NOT CLOSE ON MY HOME UNTIL XX/XX/XXXX, and she stated, Well thats what my system says. I also informed her I was always a month ahead with my mortgage payments and her system was wrong. 
XXXX then proceeded to transfer me to her manager who ultimately stated the same thing she said. MY QUESTION THEN BECOMES HOW COULD I POSSIBLY BE LATE PAYING MY MORTGAGE BEFORE THE MORTGAGE WAS ORIGINATED??? 
XXXX manager stated she was going by the system and would have to pull my information from the vault and get back to me. 
I closed on my home XX/XX/XXXX, with first payment starting on XX/XX/XXXX. I made my first mortgage payment on XX/XX/XXXX, for XXXX and every month after.