Consumer complaint received 2025-01-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CAPITAL INTERNATIONAL FINANCIAL INC.
State: FL

Complaint narrative:
I purchased my home and acquired my mortgage loan from Capital International Financial Inc. in XX/XX/XXXX. Since then, they have failed to provide monthly or yearly statements, with the last statement I received being in XXXX during my bankruptcy process. They do not offer a website for customers to access statements or check balances, and their recordkeeping practices appear inadequate. 

Capital International has also been negligent in making timely payments to my homeowners insurance company. They have sent checks without funds or made late payments, resulting in lapsed policies and late fees that I have had to cover. 

In XX/XX/XXXX, they charged me an incorrect monthly payment, which they continued to do even after confirming multiple times that everything was correct. In XX/XX/XXXX, I contacted them to obtain information on refinancing and they ran my credit without my authorization. During this call, they told me I was paying the wrong amount. 

To address these issues, they proposed increasing my monthly payment to catch up on late payments, but I could not afford the increased amount. As a result, they have been deferring part of my payments for years. 

I have attempted to maintain communication with them via email, as they have previously denied issues and failed to provide written documentation when requested. However, they insist on discussing matters by phone, which I have tried to avoid. 

In XXXX, while filing for bankruptcy, I requested a statement. Capital International claimed the statement would reflect a delinquent status but that I was in forbearance, and that late fees would be waived. They explained that they were unable to adjust my account in their system. 

On XX/XX/XXXX, I emailed Capital International about a notification I received regarding a due homeowner 's insurance payment. I also mentioned that I had learned that I should be receiving yearly statements but never had. I asked for an update on the insurance payment and how to obtain the escrow statements. They called me but I was unable to answer, so they emailed confirming that both insurances had been paid. They also stated they wanted to discuss my loan and payment deferral. 

On XX/XX/XXXX, I emailed requesting a copy of all files related to my property, including financial statements and my contract, as I intended to consult with an attorney before communicating further. They responded on XX/XX/XXXX, asking me to specify which documents I wanted. I replied I was requesting copies of : The deed Mortgage contract or agreement with loan details, terms, and interest rates Loan application and estimate Closing disclosure All mortgage and escrow statements Payment and transaction history Proof of insurance payments Appraisal and inspection documents On XX/XX/XXXX, I emailed to inform them that my insurance had lapsed XXXX days earlier due to non-payment. I attached a letter from the insurance company confirming the lapse and inquired why payment had not been made. On XX/XX/XXXX, I emailed again asking when the payment had been sent ( since they had stated on XX/XX/XXXX that it had been paid ). I also asked if there was a way to track the payment, as my policy still showed as lapsed and requested an XXXX for the documents I had requested. 

On XX/XX/XXXX, I followed up again, asking for an update on the documents I requested almost XXXX months prior and how to proceed to obtain them. 

As of XX/XX/XXXX, I have not received any of the requested documents, and there has been no further communication from XXXX XXXX since their email on XX/XX/XXXX. 

Finally, my XXXX Form XXXX reflects {$290.00} in late charges, but my account has always been on autopay, and there have always been sufficient funds available for payments. I believe these charges are related to the lapses in my homeowners insurance coverage.

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