Consumer complaint received 2019-10-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: FIRST CENTENNIAL MORTGAGE CORP
State: CO

Complaint narrative:
My wife and I have always had excellent credit and have never missed a mortgage payment. We own several rental properties and have mortgages on many of them. Our credit scores are above 800. 

We took out a new mortgage in XX/XX/2019with First Centennial Mortgage. Our first payment due date was XX/XX/2019. I wrote a check for the XXXX mortgage payment and mailed it to an address in XXXX, IL. The check was received and cashed on XX/XX/2019. 

After the XXXX payment, we were notified the loan was being transferred to First Centennial Mortgage ( by XXXX XXXX ), located in XXXX XXXX, Il. It was after this transfer where everything has gotten messed up, and has not been resolved. 

After I made the XXXX mortgage payment on XX/XX/19, I noticed a late charge of {$46.00} had been added to our account,  and I wanted it removed since I knew that I had not made any mortgage payments late. I called the customer service number at First Centennial/XXXX, and they said that the late fee was transferred from the previous servicer because the XXXX payment was late. I sent them a copy of the canceled check proving that I made the XXXX mortgage payment on time and that should not warrant a late fee. After some time went by, and no resolution, I called the customer service number again, and asked for the late fee to be waived. They told me again that it was transferred to them from the previous servicer, but they saw the check that I had provided and they would waive the fee and it would be removed. 

In looking at the transaction history of our account on their website, on XX/XX/19, it appears that they reversed the XXXX and XXXX mortgage payments in their system in order to waive the late fee. Then, they re-applied the XXXX and XXXX mortgage payments to my account on XX/XX/19. Whatever they did in their system now has my account flagged as a delinquent account that is late on the mortgage payment. I'm receiving notices in the mail indicating the account is past due and they are looking to provide solutions for us to avoid foreclosure or bankruptcy. 

We have done nothing other than make each mortgage payment when it was due, and I wanted to have a late fee removed that should not have been applied. Now, I'm being treated like a deadbeat   who can't afford the mortgage payment and needs to find a solution to avoid a foreclosure on the property. 

I would think that an experienced mortgage servicer has a better system in place to receive new loans, and how to properly get them set up in their system. My experience with First Centennial/XXXX has been nothing short of a complete disaster. I need for them to get their system updated to reflect the account as current. Then, I will set up automatic payments every month so the mortgage payment is made, and I will never have to contact their customer service department again.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief