Consumer complaint received 2025-08-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: RUOFF MORTGAGE
State: OH

Complaint narrative:
Effective XX/XX/XXXX, XXXX transferred my loan to Ruoff 's servicing center. Unsure of the difference between companies, and the same bank statements are sent monthly. I was never aware of changes to my automatic payments and did not receive a welcome letter in the mail. I did not receive an email from Ruoff at any change, but it was then popped into the customer service portal on XX/XX/year>. My contact then was XXXX XXXX. She provided me with a welcome letter and instructions on how to dispute the contacting issues. I then requested a QWR Form to file with them to fill out. She said I in quote would have to provide them a " Qualified Written Request ( QWR ) for our Servicing Center to review. We don't have a form for the QWR, it's a letter that you need to write and submit. It must include your name, loan number, and the specific error or information being requested. It can be sent to XXXX, and then we will submit it to our XXXX XXXX. '' I drafted up a QWR to them and sent to them on XX/XX/year>. Also on XX/XX/year>, I made a payment in good faith to Ruoff of {$11000.00} for a one-time payment and reset my recurring payments with the mortgage. The lady on the phone from the service center was unsure why my payments were shut off as well. 
It is not XX/XX/year> with no direct communication from Ruoff in regards to my letter or phone call, or email. They sent a link to their customer portal with a letter stating that my QWR did not meet their " standards '' but did not describe what it was missing. 
I sent another request via their customer portal on XX/XX/year> for information on what was missing to help clear up this late payment. I said I am willing to provide call records and email records to show no email or call was given to me regarding this change of service. 
This is now holding back additional lending since this charge has impacted my XXXX XXXX by nearly XXXX points, and is in dispute, which is halting lenders from approving additional home improvement on the house. 

Below is the specific letter I sent to Ruoff & received no direct response. : Dear Ruoff Mortgage Servicing Center, XXXX XXXX. XXXX Account XXXX. XXXX I am submitting this Qualified Written Request ( QWR ) pursuant to Section 6 of the Real Estate Settlement Procedures Act ( RESPA ), 12 U.S.C. 2605 ( e ), regarding the above-referenced mortgage loan.

This letter addresses serious concerns about the recent servicing transfer of my mortgage loan to Ruoff Mortgage. Specifically : - I did not receive an email, a formal welcome letter, or a paper notice regarding the loan transfer, as required under RESPA.

- I only received standard monthly paper statements, with no attn, detailed instructions or contact information.

- I was unable to set up an online account due to the lack of proper instructions or access credentials. 
- I made multiple calls to customer service over the past day or soeach with average hold times exceeding XXXX minutesyet was unable to get a resolution or reestablish my recurring payment setup. 

Once I became aware that my payments were considered lateeven with the addition of late feesI promptly paid {$11000.00} in good faith to ensure my account remained in good standing. I also attempted to understand why my recurring payments had been deactivated. I was informed by Ruoff that a letter or email had been sent notifying me of this change, yet I never received any such notice by mail or electronically.

Due to this lack of communication, I am concerned that this transfer may have resulted in misapplied payments, disruption of automatic payments, or inaccurate negative credit reporting through no fault of my own.

Accordingly, I respectfully request the following : 1. Written confirmation that all mortgage payments were properly received and applied during and after the transfer.

2. Verification that no negative credit reporting ( late or missed payments ) has occurred in connection with the transfer.

3. A complete itemized account history and payment ledger from at least 60 days prior to the transfer to the present.

4. Copies of all loan servicing transfer notices from both the previous servicer and Ruoff Mortgage, as required under RESPA.

5. Confirmation of when and how I was notified that recurring payments would be deactivated, and clarification on how this impacted my account.

6. Immediate assistance in setting up my online servicing account with Ruoff Mortgage.

Please also consider this letter a formal credit dispute under the Fair Credit Reporting Act ( FCRA ). If any derogatory credit information has been submitted due to this transfer or payment disruption, I request that it be corrected and removed immediately, and that my account be marked as " in dispute '' with all credit reporting agencies until resolution.

Under RESPA, I expect written acknowledgment within XXXX  business days, and a complete response within XXXX business days. 

Thank you for your prompt attention to this matter. 

Sincerely,

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation