Consumer complaint received 2021-10-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: HOPE BANCORP, INC.
State: CA

Complaint narrative:
In reference to initial complaint # XXXX and subsequent complaint # XXXX My payment used to be $ XXXX. My payment is now $ XXXX. This is due to an error made by Bank of Hope in XX/XX/XXXX when they overpaid my home insurance by {$1900.00}. The insurance company reimbursed me directly for the overpayment which I have since paid back to my mortgage company. 

They ran my Escrow Projection based on a {$4300.00} payment to my home insurance company in XXXX. My home insurance is only {$2300.00}. As it stands now, If I were to pay 12 full months of my escrow amount, I would OVERPAY my escrow by {$6000.00} for the year. 

The response to my last complaint said that I withdrew myself from COVID protection request which I did not. I filled out a Borrower Hardship Assistance Request Form on XX/XX/XXXX which specifically states in # 8 : The Servicer will use this information to evaluate my eligibility for a loss mitigation option ... At that time, I refused the program because the terms were unsatisfactory as is evidenced by my consistent payment of my mortgage. 

I entered into COVID Protection from XX/XX/XXXX through XX/XX/XXXX. I am due to make a payment beginning XX/XX/XXXX which I am prepared to do. I signed and returned the paperwork accepting the balloon payment at the end of my loan on XX/XX/XXXX. Nevertheless, I STILL have not received a current statement. In fact, I have continued to receive statements detailing the accruement of my charges and late fees from XXXX through XX/XX/XXXX. My last statement was received on XX/XX/XXXX and says I owe {$27000.00}. 

I attempted to log into my Bank of Hope account online to see if my records were updated there. I was locked out. I called customer service and the man was unable to locate my account using my account number and social security number. 

I thought- maybe I should look up XXXX online since they are now working with Bank of Hope XXXX I was able to register my account that way. The mistakes are still in my account. 

On XX/XX/XXXX, I received paperwork in the mail letting me know my request for COVID protection is incomplete! Hahahahaha!!! I'm losing my mind. My COVID protection was approved and is DONE ALREADY! 

WHAT IS MY MONTHLY PAYMENT? HOW WAS I TO KNOW MY ACCOUNT WAS MOVED TO A NEW WEBSITE? WHERE IS MY STATEMENT SO I CAN PAY FOR XXXX BEFORE XX/XX/XXXX SO I AM NOT CHARGED LATE FEES? WHAT KIND OF STRESS IS ACCEPTABLE TO CAUSE A PERSON? 

XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX at XXXX, and XXXX ID # XXXX XXXXXXXX These are all the people with whom I have spoken about my mortgage loan. 

I am so tired of having to deal with this. Frankly, the CFPB is failing me as you keep closing my complaint based on Bank of Hope saying they will call and fix it. " Someone will call her '' is not RESOLVED. It is NOT resolved. I want a revised Escrow statement and projection for XXXX. I want a corrected monthly payment amount. I want Bank of Hope to bear some responsibility for the time and stress this has caused me.

Company response to consumer: Closed with explanation