Consumer complaint received 2024-11-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: FULTON FINANCIAL CORPORATION
State: MD

Complaint narrative:
We received a letter in the mail from Fulton Bank on XX/XX/XXXX that our account was past due and I immediately called to find out what the issue was. Upon speaking with the customer service representative, I was notified that our account was behind due to the escrow increasing ( we were not notified prior to this ). I explained this to the representative and given the option to pay the lump sum of the escrow deficit or to have the mortgage payment increase monthly. I opted to pay the higher monthly mortgage rate and was provided my bank account information to the representative to pay the difference between the monthly mortgage payments for XXXX to keep our account up to date. I let the representative know that starting in XXXX, I would make the higher total monthly mortgage payment as discussed. I requested this information including the escrow analysis be emailed to me ( XXXX ). Apparently Fulton never submitted for the difference as this representative and I discussed and our initial XXXX payment was never applied either. 
I made the new ( higher ) monthly mortgage payment for XXXX. 
I have a whole list of dates and times calling Fulton since this date ( please let me know if you need them-I have XXXX XXXX XXXX XXXX as we have continued to receive letters in the mail regarding a past due amount. I have left numerous messages for XXXX XXXX ( Lead Collector-Residential Mortgage, XXXX, ext XXXX ). Despite XXXX calling a few times, I have called numerous times including the same day she has yet to return the same day. I work in the Emergency Department caring for patients and as one would expect work odd hours and can not talk during work. As a result, I have also called the general Fulton Bank number multiple times since XXXX and talked to a few representatives ( all calls should be recorded-and I have dates, times, and length of conversations all documented ). I have been told by a few representatives that it appeared that Fulton incorrectly applied the difference between the XXXX mortgages in XXXX to be applied to the new total escrow amount and not the actual mortgage-P & I. I had been told that the amount would be applied correctly, and that our mortgage would be up to date and nothing to worry about. I checked our credit scores on Friday XXXX and Fulton had submitted a delinquency to the Credit bureau and as a result, our credit scores had inappropriately dropped significantly. I again called Fulton, XXXX did not answer or call me back, and called the general number for Fulton. I explained the above case to the Customer Service agent who agreed with my utter frustration as we do not miss payments and I've gone above and beyond to rectify the situation and Fulton has done nothing. I requested to submit a complaint to Fulton which the agent processed. Later in the day Friday, I received a call from Fulton 's Hardship department and again explained that the only Hardship I had was with Fulton not fulfilling their duty to process my payment appropriately from the beginning. We thankfully do not have a financial hardship except that our credit is inappropriately and devistatingly ruined and that we need it rectified immediately. I was finally provided with an email address to send a message with a good time and date for Fulton to contact me. I spoke with XXXX on Monday ( she finally called at the time i requested, despite other voicemails providing times I'd be available ) and I was told that there was nothing she could do except to try to get a recording of the conversation that I had initially stating that we would pay the higher monthly mortgage amount and that I wanted to pay the difference on that very first day to keep our account in good standing. I explained by frustration and disgust that our credit scores had been damaged despite XXXX being very astute to pay every bill. XXXX told me that she would submit a request to the XXXX ( I'm not sure what that stands for ). I requested the supervisors name and number of the XXXX, but I've yet to receive it. I called Fulton today and left a voicemail and have yet to hear back.

The Case number for the complaint with Fulton ( sent to the Customer Advocacy Team ) is XXXX.

Company response to consumer: Closed with explanation