Consumer complaint received 2019-08-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: AMA Advisors, LLC.
State: CA

Complaint narrative:
HomPlease review document below to show that previous loan was held and serviced by Homebridge. It is very concerning that no one was able to find this information and goes to more on why there is still a significant portion of our original escrow account that is missing. If customer service is unable To find customer documentation it raises questions on what other things are not being done especially with the issues I have been reporting for awhile now about how a huge portion of our escrow account has gone missing with no explanation from Homebridge, your loan officer or affiliates on where our money went. 

Homebridge held out first mortgage when we purchased our first home in XXXX of XXXX and we refinanced with Homebridge and their loan brokers in XXXX of XXXX. At the time we had an Escrow Account of over $ 6k and our Homebridge loan officer and notary both had told us our escrow account of $ 6k+ would transfer over to the new loan. I have included text messages and communication of the confirmation of transfer of funds. We are going on months with no explanation of where the funds have gone and now no more communication from any of the parties involved. We then decided to escalate the complaint with Homebridge customer service as our Homebridge loan broker stopped responding after telling us it was originally transferring over and that we would get a breakdown report. Homebridge customer service has been just as bad in communicating and getting us a breakdown of what happened to our escrow account as there is over $ 5k+ missing that has been unaccounted for and no explanation of where it is after we were told it was going to be transferred over. They opened our new Homebridge Escrow account with {$960.00} which doesn't account for the rest of the funds and never received a breakdown after being told it would transfer over. Have been going back and forth with Homebridge and no accountability or any communication, instead they tell us that they never held the first loan which is a sad state of their records as we had our first mortgage with them and refinanced with homebridge and have documentation to show both. We are first time home borrowers and Homebridge has been nothing but a nightmare to deal with, should have never refinanced with them as we were lied to and no one takes any ownership or is willing to help instead denies factual evidence that they have always been our lender for both mortgages. We had a problem with them earlier in the year which Homebridge customer service denied after months of nightmares dealing with their customer service. At that occurence we had to file a claim with the CFPB and we were ruled in our favor but it wasn't until then that they took ownership. Again we are asking for your help as Homebridge has since locked us out of accessing past records for our old loan but I still have copies and have included them in the attachments. They have lied and said they didn't hold the first loan which they did and most importantly we have never been told what happened to our $ XXXX extra in our escrow account and they have provided no records or help in finding it most likely taking it as an unauthorized commission.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation