Consumer complaint received 2016-12-02 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: ARVEST BANK GROUP, INC.
State: HI

Complaint narrative:
XX/XX/2016 Dear Sir/Madame : I 'm in bankruptcy. I applied for loan modification but turned it down because their offer will put me in a worse situation. I was offered the same interest rate I currently have 4.875 %, 40 years, unable to refinance or sell the home should I fall behind on payments, prepayment penalty, my arrears are added to the new mortgage XXXX My mortgage company is Central Mortgage Company XXXX Everything seemed good with them until XX/XX/2016. I was making my first trial payments for a loan modification. I was told by my chapter XXXX attorneys secretary XXXX to make my first XXXX trial payments by the XXXX for the first XXXX payments. I mailed a payment for XX/XX/2016 XXXX trial payment. Every call to XXXX is recorded. I called XXXX on XX/XX/2016 to check if my payment was received but the representative said NO, ( which later I found out thru my bank that they did receive it, so the rep lied to me which caused all the problems I 'm having now with XXXX XXXX. Worried about my trial payment being late, I wanted to make a phone payment but the rep tried to lie to me by saying that I could pay any day/date of the month. I did n't listen remembered what XXXX instructed me to do. I got into an argument with the rep because she lied based on simple questions I asked of her. So I made a payment via phone, instructed rep to apply the payment for XX/XX/XXXX payment ( later found out XXXX applied phone payment to XX/XX/XXXX 's payment instead without my consent ) which also means my original XX/XX/XXXX payment is missing! ) I was given a Confirmation #. Later I checked my bank account and found out XXXX received my payment before my call, deposited it on the XXXX of XX/XX/XXXX and because XXXX did n't stop the check deposit, I got charged for NSF fees by the bank and Late Charges with XXXX when I was n't late. Days later I received a mail from XXXX that my home is in foreclosure due to my payment being late! That 's proof to me that the rep lied telling me I could pay any day of the month. Up until now, XXXX has been making my life XXXX is harassing XXXX, committing illegal activities on my account, XXXX filed a XXXX to bankruptcy court stating I 'm behind by XXXX mortgage payments when I know I made the payments! I have copies of the check payments and proof of my phone payments. It seems they are intentionally making my payments late so they can foreclose on my home, not applying my payments to the principals, intentionally causing my payments to be late thus causing problems with my bank account like NSF fees, XXXX XXXX, which adds up, etc. which in turn is causing me shortage on my other bills. After checking my mortgage account history online, I discovered my payments were n't being applied to my principal, charged late fees when I was n't late, charged attorneys fees etc. I also read other consumer complaints about Central Mortgage Company and it seems I 'm not the only victim, others are claiming same treatment by XXXX. My bankruptcy attorney XXXX from XXXX and XXXX law agency referred me to your website. I 'm divorced, XXXX, takes care of my XXXX son and barely making it every month. My home is all I have to give to my children and grandchildren. I 've put blood, sweat and tears trying to keep my home. If they 're proven to be guilty, please help stop XXXX so they ca n't cause further suffering to other families..Please do all in your power to help me, my family and to the other victims.. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation