Consumer complaint received 2026-01-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: Acra Intermediate Holdings, LLC
State: FL

Complaint narrative:
On XX/XX/XXXX, I took out a first mortgage with a pre payment penalty of XXXX percent. I was falsely charged this prepayment penalty ( {$47000.00} fee ) and I would like it removed from my account. 

The loan agreement states that a penalty is incurred if partial prepayments within any 12-month period exceed 20 % of the original loan balance. The original loan amount was $ XXXXThe prepayment threshold is calculated as {>= $1,000,000} x XXXX {$240000.00} I made a first prepayment of {$240000.00} in the XXXX month of the loan. This payment falls within the first 12-month period ( months 1-12 ) .The amount of this single payment ( {$240000.00} ) is compared to the threshold ( {$240000.00} ) Since the payment amount does not exceed the 20 % threshold, no penalty was assessed. 

However, when I made my XXXX XXXX {$63000.00} which was made in the XXXX month of the loan. I was charged a XXXX dollar fee. This payment fell within the second 12-month period ( months 13-24 ) as it was explained to me by XXXX.The amount of this payment ( {$63000.00} ) is compared to the threshold ( $ XXXXSince the payment amount does not exceed the 20 % threshold, and no other payments were made within this specific 12-month period ( months 13-24 ) I should have not been charged a {$47000.00} fee on this {$63000.00} dollar payment but I was charged. 

I even called XXXX 8 days before making this principle payment just to make sure and spoke with an Represenative. The XXXX  representative advised me that I could make a {$240000.00} XXXX payment without a prepayment penalty til XX/XX/XXXX!! .and starting on XX/XX/XXXXXXXX  ( the next 12 months she told me it will start over and I can make another 20 % lump sum payment without a prepayment penalty ) in addition to this phone conversation I asked the rep to email me something in writing and she did. XXXX sent me an email stating these guidelines on XX/XX/XXXXXXXX  at XXXX ; XXXX. 

Based on the direction of XXXX, I made a {$63000.00} principle payment on XX/XX/XXXX and I was charged a {$47000.00} penalty. Had I known I would have been charged {$47000.00} for a XXXX payment I would have never made the payment on XXXX. 

Based on the loan terms provided, I do not believe I owe a prepayment penalty for the second {$63000.00} payment in the XXXX month because the payment was in the second 12-month period. 


On XX/XX/XXXX I received a response from XXXX in an email stating that they made a mistake and they determined in the last 3 months of review that they made an error. However even though they acknowledge that they made a mistake they still want to charge me a prepayment penalty of {$47000.00} XXXX XXXX tricked me into paying this XXXX dollar principle payment by communicating with me that there would be no penalty. They deceived me and damaged me financially as this is a lien on my home and I am asking that this fee be removed.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with non-monetary relief