Consumer complaint received 2025-10-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: TRUHOME SOLUTIONS, LLC
State: FL

Complaint narrative:
This compliant is pertaining to the horrible service provided by TruHome Solutions , LLC, which is a third party hired by the XXXX XXXX XXXX XXXX XXXX to manage a home mortgage that I currently have for my house. Paying my mortgage has been a nightmare for me because Truhome Solutions , LLC is incapable of processing payments that I send with extra principle. Every single time time I send extra principle, the company processes the payment as two months payment, which causes an incorrect amount to principle and interest, which then creates incorrect calculations on the remaining principle and the interest I owe. This company does this consistently, this is not a one time error. Every single time I send extra principle, this company makes the same error. This causes a great inconvenience to me, because I then have to call the company, speak to a representative, and request that they make revisions on my account to fix the error they have made. Every time I send extra principle, I have included notes with the payments providing details on how much is supposed to go towards principle and they still make the same mistake. I have even tried sending two checks in the payment envelope ( one for the mortgage amount and one for the extra principle ) specifying on the payment sheet what amounts go where, and they still make the same mistakes. I have sent them certified, return receipt letters, and that has not helped. This company is either grossly negligent, totally incompetent, or there is malice, where they are misapplying my payments in order to collect a greater amount of interest payments from me. I can supply photocopies of the all the statements I have received with revisions they have had to make because of their errors. When I have called and asked to speak to a supervisor, the agent either refuses to allow me to speak to management, or gives me the excuse that the supervisor is busy and not available. Their errors are not only in this area. I had requested to remove my escrow, and they charged me a fee that does not correspond to the State of Florida. I had to call them multiple times to get them to fix that error also. I am at my wits end. I went and complained many times to the staff of the XXXX XXXX XXXX XXXX XXXX and they were clueless and were unable to help me with the problems I was having with the vendor they hired. I got to such a point of frustration, that I closed my checking account with the XXXX XXXX XXXX XXXX XXXX, and opened a checking account with a different bank. I ask that both the XXXX XXXX XXXX XXXX XXXX and TruHome Solutions , LLC is held accountable for the atrocious service and endless frustration they have caused me. No one should have to go through so much trouble to pay the mortgage of their house. Thank you for your time and consideration.

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