Consumer complaint received 2025-08-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: Real Time Group, Inc.
State: CA

Complaint narrative:
Im filing a complaint on RealTime Resolutions, for the second time, who acquired this second XXXX XX/XX/XXXX mortgage from XXXX. Firstly, my XXXX  and I assumed this debt was included in the modification of the first mortgage. 
To summarize my complaint, {$110000.00} was paid to RealTime Resolutions on XX/XX/XXXX to release the lien. {$48000.00} principal balance ; late fees of {$850.00} : and {$61000.00}, default interest, my complaint. 
I received documents from RealTime Resolutions dated XX/XX/XXXX ( after lien was paid off ) and after three attempts of me asking for a complete breakdown of all fees totaling {$110000.00}. According to RTR, on a letter dated XX/XX/XXXX, a suspension of statements & notice of charge off was processed, showing a balance due of {$48000.00}, XXXX interest, XXXX interest rate. The letter also stated to the extent interest or late fees were accruing on your account, please note that no additional interest fees or late fees will accrue in the future. 
After reviewing and researching I believe the default interest of {$61000.00} should not have been paid, as there is no clause on the mortgage note nor anywhere in the loan documents specifying a default interest or rate. 
I received a letter dated XX/XX/XXXX in response to a complaint I filed, which finally showed a line-by-line breakdown. The breakdown was as follows : starting XX/XX/XXXX, interest rate XXXX interest due {$450.00}, principal balance {$48000.00}. The breakdown goes on for their first of every month thereafter, through XX/XX/XXXX, same interest rate, same interest due, same principal balance. Total interest due {$61000.00}. The charge off letter was contradictory to this entire response to a complaint I had filed previously.

RTR has been completely incompetent throughout this entire process. I have copious notes on every conversation, including dates, times, agent names, info stated, including misinformation given.

Below is a copy of the last complaint sent to RTR n XXXX : Hello, Firstly, this dispute is a follow up to a phone conversation XX/XX/XXXX, with your representative, XXXX XXXX, as I had several questions pertaining to this loan balance, per RealTime Resolutions of {$110000.00}, which was satisfied XX/XX/XXXX. 
In order to fully explain my unsatisfactory experience and how and why this dispute has come about, I feel I need to elaborate on communications with your staff. 
On XX/XX/XXXX, I requested from XXXX XXXX a statement with a breakdown of all fees totaling this amount. I received a letter dated the same date detailing late fees, no interest fees whatsoever, with no indication of how the balance of {$110000.00} came about, with no mention of this amount on this loan history. In need of cash, my husband XXXX and I took a home equity investment with XXXX. The closing agent with XXXX, XXXX XXXX was needing information pertaining to this loan. She and I conferenced in calling RTR on XX/XX/XXXX, we spoke with XXXX XXXX ( senior customer solutions XXXX ). XXXX asked him some questions including if there was a charge off, his response was no, there was no, as there was not a date on file for XXXX. On XX/XX/XXXX, I spoke to XXXX XXXX, again requesting a document listing all fees, and asked if he could provide me more info on how the {$110000.00} was assessed. 
He was not able to help me, I asked to speak to a XXXX, as they were gone for the day, he was not able to put me through to one, nor can I leave a voicemail message. Apparently, no employees have voicemail as Id been told before, only a message can be passed. On XX/XX/XXXX I spoke with XXXX XXXX, who from my understanding is a XXXX. He advised he could not account for the balance of {$110000.00}. He did state that he would put in a message to your research department, which can take 30 days, and would then receive a response. 
I received a second loan history statement, date XX/XX/XXXX. In reading page XXXX of this entire document, its stated that theres a principal balance of {$48000.00} ; late fees of {$850.00} ; default interest of {$61000.00}. This was the first time I had come across or heard anything at all about default interest in any letter nor document received from your company. At this point, I had to do some online research. 
What I found was that per Regulation Z of the Truth In Lending Act, mandates that creditors clearly and accurately disclose the circumstances under which a default interest rate may be applied. In reviewing my copy of the Deed of Trust and Note several times, I have yet to find anything stating a default interest, nor amount, nor how its estimated, nothing. This is why I reached out to RTR on XX/XX/XXXX. I asked XXXX XXXX to provide me any and all details she could give me regarding this default interest. She didnt seem to know what I was asking or gave me wrong information, this is while placing me on hold several times. I asked her politely to have someone that can explain this call me, no one has. I also asked for copies of all these loan docs RTR has which indicate the default interest clause, I have received nothing. XXXX did advise me to send this dispute which is the purpose of this. Please note that this default interest came to light in your letter dated XX/XX/XXXX ; the loan was paid XX/XX/XXXX. Had I received this information in one of your many employees I spoke to, or received this letter before the entire amount had been paid, I would have gone about this differently.

RTR has caused me, myself, and family strain and XXXX. I hope RTR advises and rectifies this very soon, as XX/XX/XXXX will be 30 days since my conversation with XXXX. 

Please see the attached documents.

Company response to consumer: Closed with explanation