Consumer complaint received 2019-04-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: PRIMARY RESIDENTIAL MORTGAGE
State: MD

Complaint narrative:
Once again, this mortgage company is not being realistic or fair and continuing to make me have consistent stress, concern, and financial hardship. First I would like to mention the fact again that I have received no reason except the following : Your loan originator, XXXX, stated that my loan is not to be sold They have allied in my loan documents that my loan is a HIGH RISK I believe both of the reasons are not true and have set me up for my loan to be sold and to be with another company that will better assist me with my mortgage for the next 30 years. In addition, they are always advising rules or polices after teh fact and causing me to have more debt due to them. Please see below the email from this months payment where they blocked me, unadvised prior til the XXXX even after several conversations with them, and I had to either call in or mail my payment, which if I call in there is a {$15.00} processing fee and this is in addition to my mortgage already being increased. Once again, they refuse to take responsibility and waive the processing fee since it was XXXX and I did not want to be charged another late fee and I ended up have to pay {$2600.00} for my once XXXX to now XXXX mortgage. In addition, they could not provide me a confirmation number for my payment, yet just sent an email confirming they received a payment, which was directly from XXXX, not an automated system and had no amount. 

I am not sure why this company is continuing to not be of assistance for uncontrollable circumstances and practicing unrealistic practices ( they only waive a {$74.00} late fee once in the entire 30 year loan term ) and forcing fees without proper notice. If they did not trust or want to lend me the money for my home purchase, they should have just rejected it instead of causing me all of this stress and financial hardship. When I spoke with XXXX and XXXX both, they tried to state that this was FHA 's rules/policies they are following for their company. I for certain know this is not correct, as I know several persons with FHA loans and none of them are aware or have ever heard, nor does their lenders only allow them to have one late fee waived and offer no assistance in the event of natural disasters. Each company sets their own practices and policies, as FHA only had rules it must follow to get the loans approved from them. 

Please see email trail below, which clearly states the date of notifications from them and they only want me to modify or refinance with them. 


From : Loss Mitigation XXXX Sent : Tuesday, XX/XX/2019 XXXX XXXX To : XXXX XXXX ; Loss Mitigation Subject : RE : XXXX XXXX FW : Quote Request Ms. XXXX, Thank you. You were correctly told this morning that a late fee for the month of XX/XX/XXXX will not be assessed until the end of processing today. 

A review of your account shows that weve discussed past due late fees with you, and our representative XXXX did advise this morning that past due fees will impact your access to the portal. Late fees are assessed according to the terms of your loan agreement. You currently have {$210.00} in past due late fees. This does not include a late fee for the month of XX/XX/XXXX. I can see that you made a phone payment today to avoid the late fee. Going forward, in the event that you are not interested in paying a processing fee you are more than welcome to mail the payment to the address on the statements provided. 



Youve mentioned that you were furloughed for a period of time. We are able to review for hardship assistance in the event that you are unable to make your payment. As previously explained, a missed payment will impact your credit. You are welcome to reach out to me if you have any questions or concerns. Our number is XXXX. Were open Monday-Friday, XXXX to XXXX Mountain Time. 



Kind regards, XXXX XXXX XXXX XXXX |Early Intervention, Team Lead cid : XXXXPrimary Residential Mortgage, Inc. 

XXXX XXXX XXXX | XXXX XXXX XXXX | XXXX | XXXX Phone : XXXX | Fax XXXX www.primaryresidentialmortgage.com | XXXX TIP : You may now make payments online or give us a call to make a payment by phone! 

U.S. Department of Housing and Urban Development ( HUD ) : For a list of homeownership counselors or counseling organizations in your area, go to http : //www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm or call XXXX. 



From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/2019 XXXX XXXX To : Loss Mitigation XXXX Subject : Re : XXXX XXXX FW : Quote Request I spoke with XXXX this morning who stated the fees will not be accessed until after today ( XXXX ) and if she i fact told me incorrectly Im going to file another complaint. Youll have got to stop making rules without prior notice ... Ive never been advised about if you have late fees you cant pay online etc everything with youll is last minute. I think the company is acting like loan shocks and setting people up for un warranted debt and unrealistic or unfair business practices. 

Blessed OnXX/XX/2019, at XXXX XXXX, Loss Mitigation <XXXX> wrote : Hello Ms. XXXX, Thank you for taking the time to reach out to us today. The web portal is not available at this time due to the past-due late charges owed. We are not able to waive those fees. We are able to take a payment by phone if you would like to take care of the payment today. Would you be able to give us a call back? The number is XXXX, and were open Monday through Friday from XXXX to XXXX Mountain Time. 



Kind regards, XXXX XXXX XXXX XXXX |Early Intervention, Team Lead <XXXX>Primary Residential Mortgage, Inc. 

XXXX XXXX XXXX | XXXX XXXX XXXX | Utah | XXXX Phone : XXXX | Fax XXXX www.primaryresidentialmortgage.com | XXXX TIP : You may now make payments online or give us a call to make a payment by phone! 

U.S. Department of Housing and Urban Development ( HUD ) :  For a list of homeownership counselors or counseling organizations in your area, go to http : //www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm or call XXXX. 







From : XXXX <XXXX> Sent : Tuesday, XX/XX/2019 XXXX XXXX To : CustomerService <XXXX> Subject : Quote Request Contact Us Enquiry at www.primaryresidentialmortgage.com First Name : XXXX Last Name : XXXX Phone : XXXX E-Mail : XXXX State : MD  Type of Inquiry : Question about loan servicing Comments : I tried to make my payment yesterday and this am and the system is saying its unavailble which is making my payment late. Who do i need to speak to about removing the late fee due to this inconvenience For your protection and to safeguard your personal information we will never request or accept changes to wiring instructions via email. 
ALWAYS CALL US TO VERIFY The information contained in this electronic communication is intended solely for the addressee. Access to this email by anyone else is unauthorized by the sender. If you are not the intended recipient, you are hereby notified that any disclosure, copying, or distribution of the contents of this email transmission or the taking or omission of any action in reliance thereon or pursuant thereto is prohibited, and may be unlawful. If you received this email in error, please notify the sender immediately of your receipt of this message by email and destroy this communication, any attachments, and all copies thereof. Your cooperation is greatly appreciated.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation