Consumer complaint received 2015-11-03
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: Sortis Financial, Inc. (CA)

I submitted my complaint to the CFPB and my mortgage servicing company on XXXX XXXX, 2015. It is now XXXX XXXX and I have only received XXXX automatic response from the company, Acqura/Clearspring Loan Services, that they have received my complaint and need more time to research my issue. 

Our lives are in the balance here. XXXX our mortgages are about to go out of the interest only stage and we need to refinance immediately. We have been stymied for nearly 2 years by Acqura/Clearspring Loan Services because the company has reported us late on our payments every month while our monthly statements have not shown any problems. We paid 12 months in advance last year in order to clear our record of any late payment reports so that we could refinance without mortgage insurance, but the entire time the company was reporting us as late. 

Like many consumers concerned about late payment reporting, we consistently set up automatic payments and bank withdrawals with our lenders to avoid this very thing, however, Clearspring 's online auto-pay sign up system has failed on numerous occasions in 2015 without alerting me that the auto-pay function was not available to set up online. 
I phoned in XXXX 2015 to ask for auto-pay to be set up and paperwork was supposedly sent to me to do so. The forms never arrived. A second set of paperwork arrived in XXXX. I completed the forms and returned to Clearspring and never heard back. 
On XXXX XXXX, 2015, I phoned Clearspring to ensure that the payment would be made on time and found out that my auto-pay request had been denied. No one had attempted to contact me to inform me of that or why. During that phone call, I found our that Clearspring declared my requested withdrawal date XXXX the XXXX of the month XXXX to be too far after the payment due date. What they did n't consider, for some reason, was that I was actually requesting the XXXX of the PRIOR month to be the withdrawal date to be extra precautious and to spread XXXX of our automatic payments to a different time of the month. 
At that time, the customer service rep told me she would look into my application for auto pay and get back to me. I had to follow up on XXXX XXXX to ensure that my XXXX payment would not be late. The customer service rep at that time said that the problem was that I can only request a draft date within four days of the payment date ( before or after ). So I am back to square XXXX on setting up automatic payments. 
This is XXXX of the smallest monthly bills we have to pay. Why is it so difficult to send them money? The monthly statements the company sends us are hokey. They provide little or no detail about what has been happening to our account, do n't show successfull payments, do n't show late penalties that have been assessed. 
I am concerned that business practices at Acqura/Clearspring place a too-high burden on its customers for making consistent, timely payments. At the same time, the company 's erroneous record-keeping and reporting are damaging people 's lives and threatening to further erode the slow gains the nation 's economy is making.