Consumer complaint received 2017-06-29
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Sortis Financial, Inc. (LA)

I purchased a house on XX/XX/XXXX. I used visio lender for a 1yr interest only loan for {$48000.00}. I made payments on time or early every month and never heard from them or had to contact them. On XX/XX/XXXX the loan service provider changed hands to clearspringls. I starting having problems immediately. Their website is bery difficult. My id and password rarely worked and i would get locked out of the site. In ended up just started an autodraft so i wouldnt have to deal with the site. But the payments would rarely be taken out on time so i would have to call to get it straighted out regularly. Then i started getting letters saying they didnt have my insurance info. So i had my insurance agent send it to them but i still would get the same letters. So i called again and they said everything was fine and i should ignore the letters. Then i received a letter saying that they had to force pay for insurance. I called again and again i had the insurance agent send the paperwork stating that i already had insurance. Clearspringls said they fixed the issue and my ecrow account wouldnt be charged. And i continued getting the insurance letters from clearspringls. In XX/XX/XXXX and XX/XX/XXXX i start looking to refinance. Having a little trouble finding a loan. Clearspring calls me in the beginning of XX/XX/XXXX and offers me an extension on the loan. All i have to do is sign an extension agreement and pay 1 % ( XXXX ) of the loan for processing and the note will not change just the maturity date will go from XX/XX/XXXX to XX/XX/XXXX. Great i send them the signed paperwork and the XXXX i get a call later that month ( approxXX/XX/XXXX ) they say that my loan will be maturing soon and need to pay it in full on XX/XX/XXXX. I explain that i have an extension agreement but they say they dont have it on record and i have to submit it again. So i do and they say the extension is good going forward. The first week of XXXX i get a letter from my bank ( capitalone ) that states that {$48000.00} was autodrafted out of my account which overdrafted me causing a fee of {$35.00}. I call clearpringls and they say it was a mistake and i wont be charged the {$25.00} returned check fee. Then i notice that the monthly payment has not been taken out of my account so i call again and they say i cant make my payments with auto draft during the extension period as i was told before. So i make a payment over the phone. A week later i still notice that my payment hadnt been taken out. This time they tell me i cant make a payment til XX/XX/XXXX because it takes 30 days to process the extension ( this is the first i hear about this ) this also makes my payment late. On XX/XX/XXXX i call in and make XX/XX/XXXX and XX/XX/XXXX payment all at once. But by XX/XX/XXXX ive received countless calls from clearspringls by people that have no idea about the extension. I get fed up and ask for a payoff statement. The payoff statement states that i owe for the mistakenly forced insurance which adds up to {$4100.00}. I had my insurance agent make a three way call to clearspringls to explain that they shouldnt if forced placed insurance. Clearspringls says they will be refunding the money but i still have to pay the money upfront. The payoff statement also said i owed {$1200.00} for interest and {$620.00} misc fee which i was told was also interest because i didnt pay off the loan on XX/XX/XXXX. I was told the note would stay the same and i would be charged additional fees during the extension period. There is also a calculated late charge of {$24.00} ( due to payoff date ). It also has a fee for {$2000.00} for " deferred principal balance '' ( this is the first time i hear of this fee ) but they refer me to my promissory note line XXXX that states that a XXXX $ fee will be assesed if i dont pay off the full loan by the end of the sixth month on my 1yr loan. ( this doesnt sound right. Is that normal for a 1year loan? ) And low and behold the {$25.00} returned check fee fir when they autodrafted the full loan amount on XX/XX/XXXX. They later said they would remove that fee and send a new payoff statement ( this call was around XX/XX/XXXX ). The previous payoff statement said it was good til XX/XX/XXXX and showed up a day after requesting it. I wait and wait for the new statement. I call worried that they would hit me with more fees if they dont get the statement to me by XX/XX/XXXX. So on XX/XX/XXXX i wire them the principle balance of the loan ( XXXX ) and state on the additional info line payoff on principal balance only no fees should be paid with the funds from this transfer. The amended payoff statement came via email on XX/XX/XXXX. It states i owe XXXX in principal, an additional XXXX in interest and the {$2000.00} deferred principal balance. I wired XXXX on XX/XX/XXXX in protest. They also said they are charging me {$32.00} per day in " misc fee assessment ''