Consumer complaint received 2024-12-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: PROSPERITY BANCSHARES, INC.
State: TX

Complaint narrative:
Today XX/XX/XXXX I was called and told that my loss mitigation was done and my new payment amount was figured out and that I'm due XX/XX/XXXX. I fell behind on my loan after losing multiple jobs. I agreed to sell XXXX acres in loss mitigation and use those funds to catch up, and then apply the rest to principal and then to recast the loan to a cheaper, more manageable payment. Well they got the closing payment XXXX and called me today on XXXX  to tell me it's done! Except that it is not done. I was quoted an amount that includes the escrow from XXXX when the XXXX acres were still included. I told the rep that is not correct and that an escrow analysis needs to be done. You don't recast a loan or refi a loan and not run those figures as well. That is just common basic bank practice. They are trying to act like I have to wait a month or XXXX or maybe even until XXXX to get my actual loss mitigation payment amount that I requested and signed up for XXXX ago. On top of this I am being told I am due XX/XX/XXXX. I am not even being given a XXXX day written notice. By the time I get the letter in the mail with this XXXX escrowed payment she said she mailed today. I will guess It will be a XXXX day written notice. I know these people do not like me and I even had the head boss laugh at me today when I asked for the escrow analysis. He laughed and said it might only be XXXX bucks more off and that I'm making a fuss over nothing. No, it is something. The whole point of me selling my land and recasting is to GET THE LOWEST PAYMENT I CAN. I am not even sure this is legal. My payment has went down but I'm being quoted XXXX, a payment amount with the old escrow amount included. I'm being told my new payment for the loss mitigation has the old escrow amount from XXXX built into it. XXXX. This is intentional by the bank and I'm not sure why I was given this figure. This is not accurate and isn't even fulfilling the loss mitigation. I've requested an escrow analysis via email today. I just sold XXXX acres and that needs to be removed from the escrow and it all needs to be updated along with the principal and everything else that goes along with a recast or refi or anything of this nature. My new loss mitigation payment that I'm due in just a few days has the escrow from XXXX on it. How can they do this? This isn't right. All I want is a XXXX day written notice and to have my true new payment with an escrow analysis done. My payment is going to be lower than XXXX. Even if it saves XXXX dollars, that is the whole point of me doing a recast. To get the cheapest payment I can. Telling me my new loss mitigation payment I have to pay includes the old escrow from XX/XX/XXXX with the field I just sold included, that isn't right. I was told today by this rep that called me that I couldn't have an escrow analysis ran and that I had to wait. That is wrong and actually illegal. I requested XXXX in XXXX and they did it for me then right after I got the loan. They do not record calls at this bank though and they can say whatever they want to customer. I got hung up on today when I started asking about escrow. This needs to be fixed. All I want is the escrow to be ran and applied to my new payment and to be given a XXXX day notice on that new payment. Why am I not getting a XXXX day reasonable notice? Why am I not getting an escrow analysis done with my recast? The whole point of this loss mitigation was to get my payment as cheap as it can be. I need help with Prosperity Bank.

Company response to consumer: Closed with monetary relief