Consumer complaint received 2026-04-13 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — Payment process
Company: Hometown Select Mortgage LLC
State: CA

Complaint narrative:
I sent this company a certified letter with return receipt and they have never responded as of complaint. This company has never sent a statement or a past due notice ever. And they have my email address because I did receive many years ago a notice that they were the company handling payment. And that they are reporting to credit bureaus. I am submitting this complaint regarding the mortgage servicing, communication practices, and credit reporting conduct of HTS-Loan Servicing. This complaint specifically concerns : Failure to respond to a formal Notice of Error and Request for Information Failure to provide required account statements and disclosures Failure to provide notice of delinquency Improper credit reporting of a 30-day late payment Lack of transparency in loan servicing and payment application Background of the Account The loan accounts referenced above originated in approximately XXXX and are associated with a timeshare property located in XXXX, Hawaii. These accounts have been set up on recurring automatic ACH drafts for many years. Despite the duration of the loan, I have never received : Periodic billing statements Payment confirmations Account balance statements Delinquency notices Past due notices Annual statements Any regular written servicing communication Confirmed Communication Capability On or about XX/XX/XXXX, I received an email from the loan servicer indicating that they had my correct email address and would begin reporting to credit bureaus. This demonstrates that the servicer had the ability to communicate with me electronically but failed to provide any account notices or alerts regarding payment issues. XX/XX/XXXX Payment Issue In XX/XX/XXXX : The scheduled automatic ACH drafts for both accounts did not process as expected I did not receive any notice of a failed payment I did not receive any delinquency notice I did not receive any communication indicating a past due balance One account was subsequently processed, while the second account was not reprocessed until XX/XX/XXXX, at which time two payments were drafted. At no point was I notified of any issue requiring corrective action. Credit Reporting Despite the absence of any notice or communication : HTS-Loan Servicing reported a 30-day delinquency to credit reporting agencies I only became aware of this issue after reviewing my credit report. Formal Notice of Error / Request for Information On or about XX/XX/XXXX, I sent HTS-Loan Servicing a formal : Notice of Error Request for Information This letter was sent via certified mail and included requests for : Full payment history ACH processing records Delinquency notices Account statements Original loan documentation Explanation of credit reporting The letter was delivered and received by the company. Failure to Respond More than 30 business days have passed since delivery of my certified Notice of Error and Request for Information. HTS-Loan Servicing has : Failed to acknowledge receipt within the required timeframe Failed to provide any substantive response Failed to provide any requested documentation Failed to address the disputed credit reporting This lack of response is the central issue of this complaint. Concerns Based on the above, I am requesting review of the following : Failure to respond to a formal Notice of Error and Request for Information Failure to provide periodic statements or required disclosures Failure to provide notice prior to reporting delinquency Credit reporting of a delinquency without prior communication Lack of transparency in loan servicing and payment processing

Company response to consumer: Untimely response