Consumer complaint received 2020-12-03
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: SUCCESS MORTGAGE PARTNERS, INC (PA)

This complaint is about Success Mortgage Partners ( SMP ) from XXXX MI that helped me refinance my current mortgage and XXXX XXXX ( the buyer of said mortgage ) whom is not fixing the issue in a timely manner. I started the refinance process in XXXX of this year and everything went relatively smoothly until it came to the actual closing date. When I reviewed the final documentation on XX/XX/XXXX, I realized on the final Closing Disclosure Document that the Escrow amount was greatly overstated. I immediately emailed XXXX XXXX ( XXXX ) of the issue who then asked me to check directly with the lender. I then proceeded to inform XXXX XXXX ( XXXX ) and XXXX XXXX ( XXXX ) of SMP that they had gross overstated my local taxes due and that it needed corrected before final closing. I was assured that same day by XXXX that they would be looking into the figures and have it corrected before closing. On XX/XX/XXXX I received the updated CD and this time the escrow was grossly understated. Once again, I contacted XXXX to let her know, but she did nothing to get it corrected. The day of closing I brought up the issue to the traveling notary and she suggested it wasnt an issue. That all I had to do was have an updated CD signed by SMP and everything would be fine. My wife and I had little faith in that statement, but figured we would give her the benefit of the doubt. On XX/XX/XXXX I received an email from SMP stating the mortgage loan is being transferred to XXXX XXXX and my first payment was due on XX/XX/XXXX for an amount of {$1900.00}. I figured that wasnt a big deal because SMP must have used the much lower escrow figure and I could add extra each month to make up for it until I could get someone at XXXX XXXX to correct it. However, a week or two later I received my first bill from XXXX XXXX and it had the original grossly overstate escrow amount with a monthly bill of {$2500.00} due on XX/XX/XXXX. I contacted XXXX from SMP on XX/XX/XXXX and informed her of the major issue. Her two emailed responses follow : I apologize for the way you feel. I did everything that was in my powers in order to help you. I even got the managers of the closing department involved so that it could be sorted out correctly for you. If I can be of any assistance in helping you fix this please feel free to reach out. I truly am sorry and I apologize again but please remember it is the title company and the closing department that are crunching the numbers at the end and I did provide them all with all the information that you sent me. I also would be happy to discuss this further if you would like. 
I just hung up with my manager ( she is copied on the email ) and she is also going to see if she can pull some strings with wells fargo to help you fix this situation. Again as I have said I am sorry for the inconvenience and please fee free to reach out to me if you need anything else. 
XXXX XXXX ( XXXX ) is XXXX manager at SMP. She responded that she was in contact with my case manager at XXXX XXXX to get this issue corrected on XX/XX/XXXX. I contacted XXXX XXXX to resolve this issue on XX/XX/XXXX or XXXX. Mr. XXXX XXXX ( XXXX ) XXXX Ext XXXX took the call and reassured me everything would be resolved in a timely manner and he would give me updates at least once every two weeks on any progress. I had another person by the name of XXXX XXXX ( XXXX ) XXXX Ext XXXX also of XXXX XXXX leave me a message. I called both XXXX and XXXX to leave messages and have yet to hear back from either of them, and it is now XX/XX/XXXX, and I have yet to pay my mortgage payment. 
The folks at SMP knew they had dropped the ball and pushed my mortgage through with incorrect escrow figures and did so to get paid. XXXX XXXX took over as servicing agents on the mortgage to try and expand their client base and have done nothing to help resolve this situation. I am now stuck paying an additional {$500.00} more a month on my mortgage payment when I should be paying {$100.00} less a month compared to my old mortgage. Why would I want to refinance and pay more over the same 15 year term. I am extremely disappointed in the way both of these companies are handling my business and hope that you can get them to resolve this important matter in a timely manner.