Consumer complaint received 2021-12-06 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Chrysalis Holdings LLC
State: NC

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX New Day USA Address : XXXX XXXX XXXX XXXX, Georgia XXXX To Whom It May Concern, I have repeatedly asked this company to perform an escrow analysis on my mortgage account as I am grossly being over charged on escrow. This is the 5th written attempt along with numerous phone calls. They have ignored all. This led me to begin my personal analysis of my account leading me to find that this company has fraudulently kept funds from my escrow account with that amount not showing anywhere in my account. I contacted the XXXX XXXX, North Carolina Tax office to inquire about the property taxes on XXXX XXXX XXXX XXXX, XXXX XXXX, NC XXXX. They looked at their records and only showed one payment for taxes and it was not from New Day, but another Mortgage lender that I have a mortgage with paid the amount in full. I am showing no credit nor history for the monies New Day withheld in my escrow in that amount at the writing of this letter. The tax amount that was withheld {$1600.00}. 

I have also provided this company with a new hazard insurance policy that has lowered the overall price of the insurance and increased the amount the dwelling is insured for well over their required amount for hazard insurance. They have done nothing to adjust my escrow payment. I also paid to the escrow {$900.00} for this insurance to help cover the some of the annual cost. They have done nothing to adjust the payment on their end causing me to way over pay based on their analysis. 

I also provided their company with an elevation certificate showing that the dwelling is not in a flood zone and that their company fraudulently required me to obtain flood insurance when not necessary. Costing me thousands of dollars and continued to harass me through letters stating that I did have enough coverage when no coverage was needed. 

New Day also listed me as 30 days past due on my mortgage for the month of XXXX. The letter that the mortgage payment had been increased was received on the XXXX of XXXX at my mailing address. I was XXXX and had recently returned from being XXXX XXXX service with the XXXX XXXX in support of a certain operation that had occurred. I did not receive the document until XXXX XX/XX/2021. I had paid their company the mortgage payment of {$1000.00} as it has been that payment for quite some time. New Day received those monies on XXXX XX/XX/2021. I called trying to pay the amount that they had increased the mortgage too and was unable to execute at that time since their company was transitioning to another mortgage servicing company and they could not see my account. Again, I had just returned from a XXXX and having to deal with this fiasco. I was not able to get the account up to date until XXXX XX/XX/2021. Numerous phone calls were made during this time requesting another escrow analysis. Nothing was done. 

As of the date of this letter I am mailing a copy of this to my attorney, I will also be filing complaints with my state regulatory agency and veterans organizations as well. To include the SCRA. I am emailed a copy of this letter to their company, and SCRA along with various other agencies along with supporting documentation of my attempts to correct these issues. This company has misappropriated funds from my account. I have that documentation as well and will provide all to a secure site as it has my personal information. 


XXXX XXXX XXXX

Company response to consumer: Closed with explanation