Consumer complaint received 2025-05-02 00:00:00
Product: Mortgage — Manufactured home loan
Issue: Trouble during payment process — Payment process
Company: 21ST MORTGAGE CORP.
State: MS

Complaint narrative:
I have my mortgage on biweekly payments since my loan opened in XX/XX/XXXX. I have never missed or skipped a biweekly payment. When I called today, XX/XX/XXXX, around XXXX ; XXXX XXXX to inquire about the current due date on my loan I spoke to a gentleman named Brain who proceeded to tell me my account was past due for XX/XX/XXXX for {$1000.00}. I asked how I could be past due on a payment that isnt due yet and is just my normal biweekly payment? He then proceeded to say so you dont have the funds in your account right now because we have already sent the file to draft. I answered with no the funds would not be in there because I dont get paid until the XXXX which is when I have my payments set to draft. And that isnt what I called about my intent was to ask about a deferment but I should be paid ahead based on my bi-weekly payments. XXXX then said his company doesnt offer deferments and my account is due for {$1000.00} for XX/XX/XXXX. I then asked what happened to my extra payments. He said that I have never made an extra payment. I ask how is that possible when I pay biweekly? He told me that doesnt make an extra payment just pays my normal note. So, I asked him to tell me what my monthly payment and due date is. He said again XX/XX/XXXX for {$1000.00}. Again, I said thats not possible and I know my monthly payment is $ XXXX. XXXX continued to argue so I asked for someone else to speak with. He transferred me to his supervisor named XXXX. I asked will the same questions and he answered the same as XXXX. Then I asked him what would happen if I cancel auto payments. He said my pay, ent would then be due on XX/XX/XXXX. I asked for how much. He said {$1600.00}. I asked how that is possible. He said thats your contract payment. Again, I asked how much is my monthly pay, ent. He said {$1600.00}. So then I questioned how that is possible when my biweekly payments are {$1000.00}. He could not answer me. So I asked him if I make XXXX lump sum payment this month on XX/XX/XXXX what would that have to be. He said he couldnt disclose that to me. At that point I told him he does have to disclose my monthly payment. So he said XXXX give you a rough estimate around {$2000.00}.. I asked how it would be a rough estimate and he said because my taxes and escrow change. I said no that is only done once a year and has already happened so no. Thats not right. He said well because I signed up for biweekly payments that changed my payment agreement. So he cant tell me my actual monthly payment. At that point I was flabbergasted. I asked him then to tell me how my biweekly payments are applied and after going rounds he finally said they are applied to everything but not my due date. I asked to have that corrected and he said no. He then said do you just want to cancel biweekly payments I said yes, I do. He said well you have to email it with a wet signature and gave me a females personal email address at the company. I sent the email with a signed attached letter to that address at XXXX XXXX XX/XX/XXXX.

Company response to consumer: Closed with explanation