Consumer complaint received 2024-04-12 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: PRIMARY RESIDENTIAL MORTGAGE
State: UT

Complaint narrative:
In XXXX of 2023, by their own admission, PRMI drafted automatic payments early which resulted in a bounced payment on my end. In XXXX of 2023 I had some unexpected medical payments and was late in paying my mortgage, & subsequently bounced twice doing so. Because of these XXXX bounced payments, my mortgage was put into default and I was forced to pay by money order or cashier 's check for the future until it was determined I could return to normal payment methods ( after 6 months assuming no further issues ). During this time, I started paying extra toward my mortgage, to be held in suspense to apply toward future payments, in order to ( hopefully ) resolve this issue more quickly and return to some degree of normalcy. I was informed that this was acceptable, & notes were made within my account acknowledging how the payment team should process these extra funds. Despite this, they kept applying extra funds toward principal which required my having to repeatedly sort out the issue with their customer service teams. I would also receive conflicting messages & mailings from other ( assumedly automated ) aspects of the company that would contradict what I was being told by their agents, leading to further confusion & missteps. Late and transactional fees would be applied, then ( sometimes ) removed after realizing their mistakes. Getting consistent, quality information from someone beyond the role of customer service agent ( who, individually, were all helpful and understanding ) to actually solve the problems I was having was very difficult. Upon discovering their responsibility in the payment issue that was in part responsible for creating this situation, they made no notice to me beyond a short, solitary letter with instructions to reach out to them about any incurred fees. I have spent a few XXXX dollars in fees and about XXXX hours of my own time over the past 4 months dealing with these issues, with little accountability or willing to correct on their part. 

I dealt with 4 months of supervised payments due to their mistake with no recompense on their end beyond reimbursing for a returned draft fee they had applied. In attempting to get everything " squared up '' upon being released from the supervised plan, I accidentally chose the wrong bank account for an online payment withdrawal, and was immediately placed back on a supervised payment plan. 

Until this incident, I had payed my mortgage regularly and faithfully for the entirety of the time I have had it. Had it not been for mistakes on their end, despite my mistakes in XXXX, auto-draft payments would have continued as they had for years without issue. Instead, it appears as if I'll have to deal with XXXX months of supervised payments and all the time, energy, and effort accommodating them, and rectifying their processing mistakes, it has cost me. 

Despite at least XXXX separate requests for communications, by phone or by email, with someone, anyone, above the level of a customer service agent who can help me rectify this situation once and for all, I have gotten nowhere. At this point, I've probably spoken with or emailed XXXX different folks, and not one of them has been in any position to actually rectify PRMI 's mistakes, only to reinforce the consequences of mine.

Company response to consumer: Closed with non-monetary relief