Consumer complaint received 2025-05-06 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Village Capital & Investment LLC
State: TX

Complaint narrative:
On XX/XX/year> the mortgage company was set to autopull from our checking account, however, there was a reversal for said payment on XX/XX/year>. Once we realized the payment had not gone through, we attempted to make a payment online, only to realize that we could no longer submit payments via the online portal. 

So we called Village Capital to inquire as to why we could no longer make payments on XX/XX/year>XXXX  and were informed that our account had a status which prevented us from being able to make online payments. We were told that we would need to send a cashier 's check to the address listed to be able to make a payment. 

With this information, we had our bank print a check and mail it to Village Capital. The check was then rejected by Village Capital citing that the funds were not certifiable. So we then went to our bank, in person, and requested a cashier 's check from the window on XX/XX/year>. They then printed the check and we sent it via XXXX Overnight to the address on file for Village Capital. With the tracking number, we were able to determine that the check had arrived at the XXXX XXXX XXXX XXXX on XX/XX/year>. 

We then called on XX/XX/year> to inquire as to why we had not seen the payment reflected on our mortgage account and were told there would be an inquiry in to why and to follow up in 4-5 business days. 

We then called on XX/XX/year> to inquire again and were, again, not given an answer and asked to send an email with photos of both the check and tracking number, so we obliged and were told to wait yet another 4-5 business days. 

We then called again on XX/XX/year> to request that a solution be provided so that our XXXX payment can reflect on our mortgage account. The rep that we spoke to asked us to verify with our bank to ensure the funds had been used -- which we did and our bank confirmed that the check had, in fact, been processed. We then informed the mortgage company of this and were told that another inquiry would be put in and that we would have a resolution within 4-5 business days. 

We also have now sent our XXXX payment ( which was sent on XX/XX/year>XXXX  ) and have been told the check has been returned as it is not a cashier 's check, even though the check clearly states " Teller 's Check '' on the front. 

We are now on XX/XX/year>XXXX  and the company has yet to provide a solution to our situation and have refused to change the status on our account to be able to send payments via the online portal. I was also told, by a " supervisor '' that I didn't know the difference between a " Teller 's Check '' and " Cashier 's Check '' as if there is an actual difference in being able to certify the funds. 

We are simply asking for a solution to the problem and for the mortgage company to change the status of the account to be able to make payments via the online portal. Instead, we have been going back and forth with the company for over six weeks now with no resolution in sight.

Company response to consumer: Closed with explanation