Consumer complaint received 2018-09-27
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: IMPAC MORTGAGE HOLDINGS, INC. (CA)

My account was originally not escrowed. I requested to escrow my account for property taxes only. On XX/XX/18 I made a payment for {$1300.00} over the phone because I could not make an online payment since my account was not set up as an escrow account. This payment was applied to my escrow account corretly. I made an additional {$500.00} payment towards my escrow account onXX/XX/XXXX and it was applied to my late charges. I have called about 10 times to get this corrected and it's been about 1 month. I have emailed 5 times and every email and in every call I'm told they are sorry for their mistake they are going to fix it and it's still not corrected. I have not option but to dispute the charge with my financial institution. I can not get them to fix their mistake. I fell behind on my property taxes and now that I'm caught up I started an impound account to ensure this never happens again. Below is the last response but they never make the correction. I included the payment history below also so you can see I made the payment and it was not applied to my escrow account. I noticed they reversed my XXXX payment. At this point I'm not sure how to fix it or who to ask for help. They are just doing whatever they want with my money. 

XXXX XXXXXXXX LN XXXX Reference number : XXXX Please use this ticket number in any correspondence with us. 
Subject : Escrow Inquiry Dear Valued Customer, Thank you for contacting us. 

We have received your recent inquiry regarding your mortgage account. The request has been submitted to the Payment Processing Team to have the reversal completed. 

Please DO NOT REPLY to this email. Your request has been marked resolved and this ticket has been CLOSED. Replies to this resolved ticket will not be monitored. If you need further assistance or have additional questions, please submit a new request by visiting our website and logging into your account. 

Sincerely, Customer Support XXXX XXXX XXXX XXXX XXXXXXXX, VA XXXX ********************************************************************************************** The contents of this email and any attachments are confidential and are intended for the named recipient ( s ) only. If you have received this email in error, please notify the sender immediately and delete the message without making copies of or forwarding it to anyone other than the sender. 
*** this email was scanned for malicious content *** ********************************************************************************************** Due Date Applied Date Description Principal Interest Escrow Paid AmountPaid Escrow Advance Escrow Balance Principal Balance XX/XX/2018 XX/XX/2018 Payment {$400.00} {$1000.00} {$0.00} {$0.00} {$0.00} {$1300.00} {$260000.00} XX/XX/2018 XX/XX/2018 Payment {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$1300.00} {$260000.00} XX/XX/2018 XX/XX/2018 MisapplicationReversal {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$1300.00} {$260000.00} XX/XX/2018 XX/XX/2018 MisapplicationReversal $ XXXX {$0.00} {$0.00} {$0.00} {$0.00} {$1300.00} {$260000.00} XX/XX/2018 XX/XX/2018 MisapplicationReversal {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$1300.00} {$260000.00} XX/XX/2018 XX/XX/2018 MisapplicationReversal $ XXXX $ XXXX {$0.00} {$0.00} {$0.00} {$1300.00} {$260000.00} XX/XX/2018 XX/XX/2018 Payment {$0.00} {$0.00} {$10.00} {$10.00} {$0.00} {$1300.00} {$260000.00} XX/XX/2018 XX/XX/2018 Payment {$400.00} {$1000.00} {$0.00} {$1400.00} {$0.00} {$1300.00} {$260000.00} XX/XX/2018 XX/XX/2018 Payment {$0.00} {$0.00} {$0.00} {$0.00} {$0.00} {$1300.00} {$260000.00} XX/XX/2018 XX/XX/2018 PrincipalCurtailment {$55.00} {$0.00} {$0.00} {$0.00} {$0.00} {$1300.00} {$260000.00} XX/XX/2018 XX/XX/2018 Payment {$0.00} {$0.00} {$0.00} {$500.00} {$0.00} {$1300.00} {$260000.00} XX/XX/2018 XX/XX/2018 PredistributedPayments {$0.00} {$0.00} {$1300.00} {$0.00} {$0.00} {$1300.00} {$260000.00}