Consumer complaint received 2025-10-03 00:00:00
Product: Mortgage — Manufactured home loan
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: 21ST MORTGAGE CORP.
State: LA

Complaint narrative:
In started to receive delinquent notices from 21st Mortgage Corporation for my loan account. I remained in contact with them via phone and email to assure them that I was making efforts to bring the account into good standings. On several occasions I have tried to resolve this problem. On XX/XX/XXXX, I received a letter from XXXX Mortgage stating that they refused to accept my payment in the amount of {$680.00} that was sent to them in XXXX to cover the either XXXX 's or XXXX 's payment. Which should have covered XXXX 's payment. They said that the account was past due and that they couldn't not accept the payment. I received a letter from them on XX/XX/XXXX, with a returned check. On XX/XX/XXXX I email XXXX XXXX XXXX which is employed with 21st mortgage 's legal department. I also spoke with her via phone on this day. When I spoke with her, I ask for her to send me something in writing explaining to me why my payment was returned to me when I was currently trying to make efforts to get the account back current. She stated that they couldn " t and would not accept any payments from me. She failed to give me a failed a reason her only reason she kept stating was because they account was behind. After, I hung up the with her I then sent her an email. In the email I ( XXXX XXXX ) stated that I was behind on m y mortgage due to a natural disaster ( XXXX XXXX ) that caused me to be out of work and also damaged the mobile home. I requested a itemized breakdown of the past due fees and legal fees that 21st mortgage was claiming that I owed. I also request a repossession date in writing because the company said I owed them legal fees. I let her know that I could be contacted via email, phone, or mail with the response. I also requested payment assistance and/or a payment plan to get the account current due to my disaster hardship. I put in the email for 21st mortgage to please suspend any repossession activity while the review and requested responds was in process. She responded via email on XX/XX/XXXX, that they wasn " t any repossession in place for the mobile home at that current time and that she attached the reinstatement prices and information in the email. She also stated that 21st Mortgage did not have any assistance options to provide to me to help get the loan current. XXXX XXXX provided me false information because on 21st Mortgage 's website online it states that they due offer HAF ( homeowners assistance fund ), loss mitigation, and payment arrangements. She told me that the full reinstatement amount had to be paid in order to stop them from filing for repossession of the mobile home. She then sent me a reinstatement amount in the amount of {$5500.00} and it stated that it was good through XXXX XXXX. My problem with the reinstatement amount is that it is incorrect. It's the same previous amount she gave me which still included legal fees! On XX/XX/XXXX I emailed XXXX XXXX again requesting a breakdown of the reinstatement fees because they were still incorrect and I hadn't received a response from the with the accurate information that I needed. I also informed her that I had sent them a certified mail request requesting all of the above information and had not received any accurate response. XXXX XXXX them emailed me a statement with again the incorrect balance. It still said that I owe {$5500.00}. I replied back to her, ( THANKS but I need a detailed written request with a breakdown of the {$5500.00} fees ). I also requested it under the Real Estate Settlement Procedures Act ( RESPA, 12 U.S.C. 2605 ACT ) via certified mail from to and from 21st Mortgage. I sent the request to them via certified mail. XXXX XXXX then replied to me via email that the account was past due {$2700.00} in past due payments and {$2800.00} in legal fees. She also stated that ( ( some fees incurred may not yet be billed by attorney ) ). The {$2700.00} past due amount would have been {$2000.00} if 21st Mortgage would not have refused my payment. The legal fees are illegal because there were not any legal actions yet filed on the loan. I also sent 21st Mortgage a XXXX payment in the amount of {$680.00} via money order that they also returned back to me and refused to accept. If both money orders were accepted my account past die amount would have been {$1300.00}. I still have the uncashed money order and the uncashed check that 21st mortgage returned to me. In the process of going back and forth trying t get a breakdown of the illegal fees and current account information this is causing my account to become more delinquent. On XX/XX/XXXX, I sent out another certified letter to 21st mortgage requesting once again that they pause any legal actions on the loan until we resolve the unsolved matters. I also requested in the certified letter an explanation of the refused payments. I also again via certified letter request loan assistance relief and if not granted a, an explanation of the denial of assistance. I sent the letter via email to XXXX XXXX as well. I also informed her via phone every time I sent out a certified letter via mail so that she could be aware that I was making efforts to resolve the issues that is going on with the account. After 21st Mortgage has not properly responded to my several attempts of request for explanation of amounts and loan assistance ; On today XX/XX/XXXX, I was served a seizure and sale court request from 21st mortgage. My rights have been violated, and I would like them to withdraw the repossession motion. The mobile is due to be up for sale on XXXX XXXX @ XXXX. I am requesting a quick timely prompt response because now I am experiencing XXXX from this matter. I have copies of the court documents that was filed, in consists fees and amounts that were sent to me on different occasions with different past due amounts due, certified mail information and tracking numbers, XXXX assistance information for the mobile damage due to Hurricane Francine, and returned payments form 21st Mortgage, and emails between them and I and also phone records. My email is XXXX. My telephone number is XXXX. 

Complaint Against : 21st Mortgage Corporation XXXX XXXX : XXXX Property : XXXX XXXX XXXX home Summary of Complaint : I request that the CFPB intervene regarding 21st Mortgage Corporations refusal to evaluate my hardship request, their misbilling practices, and their initiation of repossession despite certified disputes and pending requests for loan assistance.

Details : My delinquency was caused by Hurricane Francine, which damaged my home and created financial hardship. I am currently receiving XXXX assistance for repairs. 

I tendered XXXX and XX/XX/XXXX payments by money order, but 21st Mortgage refused and returned them, artificially increasing delinquency.

21st Mortgage issued incorrect billing statements that included XXXX installment before due and improper legal fees, which were later removed. 

I sent multiple certified mail requests asking : For a copy of their loss mitigation policies, To be evaluated for forbearance, deferment, or loan modification, For an explanation of improper fees and account errors.

21st Mortgage never responded in writing. Instead, they told me verbally I was not eligible, without providing written denial reasons or policies. This violates RESPA/Regulation X ( 12 C.F.R. 1024.351024.41 ). 

On XX/XX/XXXX, I was served with a repossession notice for my XXXX XXXX mobile home, despite these requests remaining unresolved. 

Requested Resolution : That the CFPB require 21st Mortgage to provide a full written response to my certified letters, including copies of their loss mitigation policies and criteria.

That 21st Mortgage evaluate and approve me for loan assistance, specifically a forbearance/deferment plan moving past due payments to the back of the loan, or a comparable loan modification or repayment option. 

That repossession proceedings on my home be withdrawn immediately until loss mitigation requests are fairly resolved in compliance with federal law.

Company response to consumer: Closed with explanation