Consumer complaint received 2021-07-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: PulteGroup, Inc.
State: OR

Complaint narrative:
Mortgage Loan Servicer and Responsible Loan Servicing Agent : Pulte Mortgage, XXXX XXXX XXXX XXXX, XXXX CO XXXX Servicer Phone Number : XXXX Servicer Operation-Hours : M-Th XXXX XXXX-XXXX XXXX, Fri XXXX-XXXX XXXX and XXXX XXXX  MT Problem : Repeated mistakes by Pulte Mortgage double-charging our loan account with interest and escrow in a given month for several months, repeated mistakes made at the onset of our loan, first payment made in XXXX timeframe and all the way to XXXX of 2021. It was rather exhausting managing PulteMortgage accounting errors and to get them corrected every statement, which we managed to get them corrected, except the errors they made in XXXX. PulteMortgage insisted they did not owe us the XXXX statement because the loan servicing was getting transferred to XXXX on XX/XX/XXXX. Several calls later and only after we got furious, we finally received by email a written report of our Payment History. Payment entries again in XXXX we discovered were erroneous. But, Pulte-Mortgage has refused repeatedly to reverse the incorrect deductions made in XXXX of 2021 on the basis that the loan servicing has changed hands from Pulte to XXXX XXXX  as of XX/XX/2021. We were told that they can not reverse their mistakes as they lost access to the loan now that our loan servicing has been transferred. 

Please refer to the 7-page documents attached. You will see that we've made consistent recurring two payments every single month ( 2cheques=2payments every month ) ; one - is the regular monthly payment as required by the bank, and two - a separate cheque intended solely towards paying down our principal loan. PulteMortgage was given clear instructions through their representative regarding these recurring additional large Principal monthly payments. Yet, Pulte Mortgage blatantly disregard our wishes and made it a habit of double-charging us interest and escrow, by not applying our Principal-Payments in full. They keep deducting interest and escrow amounts repeatedly from both our Regular-Payment and Principal-Only cheques. We feel we are being defrauded, and yet we choose to remain optimistic that Pulte Mortgage representatives are simply mostly incompetent in the accounting and not intentional in defrauding clients. Consequently, Pulte-Mortgage declared and transferred false loan-balance we owe as of XX/XX/XXXX, to the new servicing agent : XXXX XXXX. XXXX XXXX  carries forward this erroneous loan balance as a result of Pulte-Mortgage accounting errors in the previous months of payments XXXX errors that keep pestering because PulteMortgae refuses to help and so does XXXX XXXX  while they continue to point fingers at each other. 

We made numerous calls to Pulte Mortgage since XXXX of 2021, numerous calls in XXXX and numerous calls in XXXX in order to correct this accounting problem. Pulte Mortgage representatives kept insisting they can not help us reverse their mistakes because the servicing has been transferred to XXXX XXXX  XXXX XXXX ), XXXX XXXX  XXXX, XXXX OH XXXX. XXXX says the same thing telling us that they do not have a way to help us simply because they don't have access to our loan records prior to XX/XX/XXXX. We are now at the end of the rope and losing patience with Pulte Mortgage and XXXX. 

Please help us!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation