Consumer complaint received 2025-04-09 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: CALCON MUTUAL MORTGAGE LLC DBA ONETRUST HOME LOANS
State: SC

Complaint narrative:
We began paying the mortgage on XX/XX/XXXX with a grace period that allowed us XXXX days. Payment was made on XX/XX/XXXX for the amount of {$6300.00} through online XXXX from our bank XXXX. We were not assesed any late fees. For the month of XXXX we then continued to pay the amount that XXXX XXXX online portal identified as our payment which was for {$6100.00} that month. That payment was also done through XXXX XXXX for our bank XXXX. No late fees were assessed. The next payment was made for XXXX and that payment was applied on XX/XX/XXXX for the identified payment amount of {$6300.00} which is the amount that XXXX XXXX payment portal identified as our payment for that month. We then paid {$6300.00} for the month of XXXX and that payment was received on XX/XX/XXXX. For the month of XXXX we paid {$6300.00} which was also the instructed amount through XXXX XXXX XXXX XXXX. 

After making these payments we received several emails stating that we were behind XXXX or more payments. We thought that this was an error or spam messages. Until we started receiving phone calls from XXXX XXXX XXXX Department saying that we owe around XXXX at the time, due to missing payments. We explained to them that there is no way because we've made every single payment to the full extent that the XXXX XXXX XXXX instructed was our payment. Not XXXX single person at XXXX XXXX acknowledged our payments and they insisted we pay XXXX or our home will be foreclosed. 

We have reached out and have asked to escalate this situation and the only resolution that they provided was that we pay the now XXXX. 

After reaching out and investigating the site. We noticed that XXXX billing statements are completely missing and it happens to be the months that they said we have not paid We also received an email on XX/XX/XXXX stating that we did not have home insurance. And without proof of home insurance they would then place FORCED home insurance on us and it'll be more expensive and less coverage. On XX/XX/XXXX they were provided proof that we do have home insurance. After providing proof, we spoke to another agent and she notified us that we were paying for home insurance through XXXX XXXX already and it would be a {$200.00} fee to cancel it. We were very confused on why they sent out an email saying we didnt have insurance if we " supposedly '' had insurance through them. We believe that they added an additional XXXX insurance on us for no reason though we provided proof on the same day they sent the email out. 

They are now refusing to refund our taxes due to me being XXXX from them. They are refusing to refund the insurance, and our escrow account until we pay them XXXX which is absolutely a false collection amount.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation