Consumer complaint received 2025-03-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Data Mortgage Inc.
State: VA

Complaint narrative:
In XXXX of XXXX my insurance increased and and my property tax there wasn't sufficient funds in my escrow account so they increase the mortgage the mortgage was on autopay and I paid every two weeks {$1200.00} in XXXX the amount of {$7200.00}. Was placed back into my bank account I immediately called my mortgage company and they told me the money was returned because it was insufficient I asked them why and they explained to me that there was an increase and I did not have enough in my escrow account they said that they tried to call me and wrote me a letter and I was fine with that I said I just want to make the payments and make my mortgage current I asked how could I do that they said I would need to pay {$5400.00} which I did on XX/XX/XXXX I then asked would this bring the mortgage current how much do I need to pay after they said my next payment would not be due until XX/XX/XXXX and inform me that it would be an increase because of taxes and insurance I asked him could I pay the insurance to lower XXXX 's payment they said yes I asked how much I was informed it was {$3200.00} which I attempted to send XX/XX/XXXX but was but was returned for insufficient funds but then on XX/XX/XXXX they took {$3000.00} and they say they have a record of me calling to confirm this payment but the payment but on a previous call I was told XXXX 's XXXX payment was going to be {$2800.00} but they had taken over {$3000.00} So the money was sent back to my bank account Because there was not Enough in the account because I never told them to take {$3000.00} money was returned I attempted to pay the {$2800.00} for the mortgage for the month of XXXX the agent took my payment and I believe everything was fine when I checked my bank account they never took the payment when I called the mortgage company on XXXX XX/XX/XXXX told me that there was no record of me ever making that payment or trying to make that payment then he told me they said that because I had insufficient funds or return of payments to my account three times previously that they would not take the payment unless I wrote a money order or a check I asked to speak to a manager to help me understand how all of this happen I had never missed a payment and all of a sudden in the course of maybe 3 months my accounts are behind for my mortgage they told me that I could not speak to a manager because they were all in meetings I spoke to One agent that told me that the mortgage would be current once I had paid {$5400.00} on XX/XX/XXXX then I was told but a different agent the money did not go to the mortgage it went to the escrow account and that my mortgage was 2 months behind every time I called I kept getting a different story and number for what needed to be paid I have no idea what to do they will not accept my bank account and payments and said that I need to send them a check now for over {$4000.00} to bring the account current which I do not have I asked to be to be placed in touch with someone from the forbearance program and they told me that I could not speak to anyone at this time because I was only 40 days late on my mortgage and I needed to be XXXX before they could even start talking to me I also attempted to access my account online and could not access it I spoke to someone and they could not reset it so I could not even look at my accounts they kept telling me I need to activate the account but every time I would try it would not function correctly the mortgage company has not been helpful at all and explaining in detail what is going on giving me a breakdown and helping me resolve the issue they only seem interested in making it more difficult for me to get this corrected so that I fall behind even further

Company response to consumer: Closed with explanation