Consumer complaint received 2021-06-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Aurora Financial, LLC
State: VA

Complaint narrative:
I recently refinanced my loan and the new loan closed on XX/XX/2021. In my closing documents, it is clearly identified that the lender ( Aurora Financial LLC ) is going to sell my new loan to a servicer ( XXXX XXXX ). In addition, my closing document also provided me with my first mortgage payment coupon and wanted me to send the first payment ( due XX/XX/2021 ) to the lender ( Aurora Financial LLC ). 
I reached out to Aurora Financial on XX/XX/XXXX via email to clarify where to make the first payment and was told again that I should make the first payment to Aurora. On XX/XX/XXXX I reached out to Aurora again to see if I can submit my first mortgage payment to Aurora through the online payment system that I used before. I was told ( XX/XX/XXXX ) again that I should use the payment coupon for the 1st mortgage payment that came with the closing package therefore, I can not submit the first mortgage payment online. 
On XX/XX/XXXX I received another email from Aurora Financial indicating that I should not submit the first payment to Aurora as I was initially told rather, I should wait to receive new payment and servicing information that I should be receiving via email from XXXX XXXX Since then, I tried to reach out to Aurora Financial multiple times for information on the first payment and servicer but I have not received any first payment or servicer information from them. 
I filed a complaint with CFPB on XX/XX/2021.The next day, I received an email from Aurora Financial letting me know that my loan has been transferred to the new servicer ( XXXX XXXX XXXX XXXX XXXX XXXX ) , however I should make my first mortgage payment for XX/XX/2021 to Aurora Financial through their online payment system ( XXXX ) which I did as soon as I received Aurora Financials online payment link via email on XX/XX/2021. In addition, the same email I received from Aurora Financial on XX/XX/2021 indicated that beginning in XXXX, my mortgage payments will go to the new servicer ( XXXX XXXX XXXX XXXX XXXX XXXX ). 
In the following few days, I received a phone call from Aurora Financial about my complaint and I asked to talk to a compliance officer about the matter. I received a call from Aurora Financials compliance officer/supervisor which wasnt productive because the supervisor did not know the specifics about my loan and kept giving me generic information and I finally asked her to send me an email after she figured out exactly what my loan details are and to let me know specifically who my new mortgage servicer is, when I should start paying them instead of Aurora and when my outstanding real estate tax ( due on XX/XX/2021 ) will be paid and by whom. Following that call I received an email on XX/XX/XXXX from the compliance officer and she told me in writing the same thing as before that my new servicer is XXXX XXXX XXXX XXXX XXXX XXXX, that I would receive a welcome letter from them in the mail, that my payments will go to XXXX beginning in XXXX, and she also wrote that Aurora Financial contacted XXXX XXXX XXXX XXXX XXXX XXXX about my real estate taxes due on XX/XX/2021 and verified that XXXX will send the check for my real estate taxes the following week. 
Today, XX/XX/2021, I received a Mortgage Payment Letter from XXXX XXXX XXXX XXXX XXXX XXXX indicating that I should submit my XXXX payment ( due XX/XX/2021 ) to them ( XXXX ). As soon as I received the letter, I called the number provided on the letter and spoke with a representative of XXXX and she told me that I do not owe them the XXXX payment, that the letter is a mistake and should not send XXXX the payment for XXXX. Instead, she told me that my XXXX payment ( second payment ) should go to my loan originator ( XXXX XXXX ). She also told me that my XXXX payment should be submitted to XXXX. Following this call, I made a second call to XXXX to find out about the real estate tax payment. However, the new representative was not able to locate my loan with the loan number given to me in their Mortgage Payment Letter nor with my social security number. 
At this point, I am extremely frustrated to have to babysit all of these financial companies and hope that they will correct this situation right away and will take responsibility for any potential fees and charges for their mistakes. 
Overall, I am not pleased with Aurora Financials business or with XXXX XXXX XXXX XXXX and I am very displeased with their communications and I hope your agency will follow up on this matter as soon as possible to correct the problem. As a consumer, I should not have to babysit a lender or servicer in order to ensure that they are fulfilling their legal and fiduciary obligations. I provided them with everything they asked for and, they asked for a lot of personal information as part of my closing, but they are not doing their part as the law requires.

Company response to consumer: Closed with explanation