Consumer complaint received 2020-10-12 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Cornerstone Home Lending Inc.
State: OK

Complaint narrative:
When I call Cornerstone Lending they have an outrageous wait time. The problem is, we are unable to access our account online to make payments or to simply view the details and transactions of the mortgage, so we have to contact them on the telephone each time. I have reported the issue to the servicing department, but they continue to blow me off with very brief responses, and they closed the trouble tickets prematurely by calling them resolved. 
This is causing an inconvenience, and making it difficult to make payments to my loan and to the escrow account. It really is difficult dealing with this company because they are not only NOT addressing the issue, but simply dismissing the issue. This could impact the loan negatively if we cant see for ourselves what is happening with the loan, and it could ultimately cause a hardship. 
Everyone knows that if you miss a payment on your mortgage, your lender will report the late payment, called a delinquency, on your credit report. Late payments remain on your report for seven years. Missing even a single mortgage payment will negatively affect our credit scores!! So why would it be okay that they have us locked out of our account, and nobody will satisfy the request to reset the account and give us access? 
Each time I submit a trouble ticket with a representative, we get a totally off-the-wall response like this one : Thank you for your recent inquiry regarding your loan. We apologize that we have been unable to respond to your message within our standard processing time. We regret any inconvenience this delay may have caused. 

Unfortunately, we are unable to locate an account using the information you provided. Please contact us at the telephone number shown on your monthly statement or coupons for further assistance. 

If you have a question and would like to speak with a representative, you can initiate a Chat session by XXXX XXXX or send a secure message by selecting Ask a Question. 

Sincerely, XXXX XXXX E-mail Support Representative This particular message is from XXXX. 

CORNERSTONE HOME LENDING INC XXXX XXXX XXXX XXXX, NJ XXXX When I call Cornerstone Lending they have an outrageous wait time. The problem is, we are unable to access our account online to make payments or to simply view the details and transactions of the mortgage, so we have to contact them on the telephone each time. I have reported the issue to the servicing department, but they continue to blow me off with very brief responses, and they closed the trouble tickets prematurely by calling them resolved. 
This is causing an inconvenience, and making it difficult to make payments to my loan and to the escrow account. It really is difficult dealing with this company because they are not only NOT addressing the issue, but simply dismissing the issue. This could impact the loan negatively if we cant see for ourselves what is happening with the loan, and it could ultimately cause a hardship. 
Everyone knows that if you miss a payment on your mortgage, your lender will report the late payment, called a delinquency, on your credit report. Late payments remain on your report for seven years. Missing even a single mortgage payment will negatively affect our credit scores!! So why would it be okay that they have us locked out of our account, and nobody will satisfy the request to reset the account and give us access? 
Each time I submit a trouble ticket with a representative, we get a totally off-the-wall response like this one : Thank you for your recent inquiry regarding your loan. We apologize that we have been unable to respond to your message within our standard processing time. We regret any inconvenience this delay may have caused.

Unfortunately, we are unable to locate an account using the information you provided. Please contact us at the telephone number shown on your monthly statement or coupons for further assistance. 

If you have a question and would like to speak with a representative, you can initiate a Chat session by XXXX XXXX or send a secure message by selecting Ask a Question. 

Sincerely, XXXX XXXX E-mail Support Representative This particular message is from XXXX. 

On XX/XX/XXXX I spoke Escrow again because the payment still hadnt moved. At that point they put in a ticket saying they were going to get it fixed and also have a supervisor contact me. Neither was the case though. No supervisor ever called, and further, they moved the wrong payment and now showing that I owe a payment!!!! 

How are we supposed to efficiently monitor the account and be able to happily self-assist if Cornerstone is ignoring the issues, and wont give us access to our own account? 





How are we supposed to efficiently monitor the account and be able to happily self-assist if Cornerstone is ignoring the issues, and wont give us online access to our own loan.

Company response to consumer: Closed with explanation