Consumer complaint received 2025-01-09 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: OFG BANCORP
State: IL

Complaint narrative:
To Whom It May Concern : I would like to file a complaint in reference to my Mortgage Number XXXX XXXX. I have been reaching out to the mortgage department regarding my mortgage loan, escrow and XXXX, for a very long time. I am enclosing a timeline so you are able to see the scope of this problem. 
I received no letter, phone call or email explaining an increase in my monthly payment. I phoned the call center today and spoke with XXXX, who told me they were still working on my case. 
I would not be writing to the corporate offices for assistance if anyone in your mortgage department could explain what is going on to me, but unfortunately no one I have reached out to has been helpful at all. I am beginning to feel like I am not being assisted because I speak very little Spanish, meaning not well enough to conduct business. I am a XXXX XXXX  and this is causing me extreme amounts of stress because I can not get this problem solved. 

My email to the Oriental XXXX XXXX XXXX Department on XX/XX/XXXX ) : I received a letter from your office early in XXXX. The letter advised me that at XXXX the records were still showing the previous owners information. 
I went to the XXXX office to request my account information be corrected/updated. In XXXX I received notification that my name was now listed as the owner of the property. When I checked the XXXX site the information there was still not 100 % correct. 
I am enclosing screenshots of my XXXX account. XXXX says I have a past due balance of {$3900.00}. 
None of my questions to Oriental Bank have been answered to this date. Can someone at your office, who doesnt mind speaking with me in XXXX and can explain what is going on with my mortgage, taxes and escrow? I do not want to speak with the call center. I have tried it already. I want to speak with the person who can get my account corrected and address my questions from my correspondence sent XX/XX/XXXX. Please give me a call. 

Also, I requested my name and address be corrected in XXXX. Does it really take 3 years to have an address removed? The XXXX representative, XXXX XXXX XXXX, requested I send her the change with my signature and a copy of my ID card. I did that in XXXX!! Why is my name, XXXX XXXX XXXX in your system? My name is XXXX XXXX XXXX, XXXX is my middle name, not my second last name. I am sure if you are sending mail to my old XXXX XXXX XXXX ( not active since XXXX ), it is being returned because it is not coming to my physical address. When you receive returned mail, dont you try to correct the situation or get mail going to proper place? 

By law the lender is responsible for determining the proper amount to escrow. How would I have received a refund of any portion of the amounts I paid into my escrow account and be past due on my taxes? How long should it take for a bank to realize they are applying taxes to the wrong XXXX account or what they are submitting on my behalf is not enough to cover my taxes and insurance payments? Any past due amount with the XXXX office due to my lender not addressing the proper tax amounts to be contributed to my escrow account is NOT my fault. What if increasing my payment {$180.00} without notifying me caused me undue financial hardship? Should I not have been notified prior to processing the increased payment? I believe the questions I have asked should have straightforward answers ; however, I am getting the run around, as if no one knows a thing. 

I wish my lender, attorney ( who by the way I did not select she was assigned to me by my lender ) and XXXX XXXX would have handled this differently and timely. 

I am sending this correspondence with a signature receipt, so I know my complaint has been received by your offices. 

Thank you for your assistance with this matter, Cc : Consumer Financial Protection Bureau XXXX XXXX Purchased home on XX/XX/XXXX {$140000.00} was bank financed Received Annual Escrow Account Disclosure documents for 1st time XX/XX/XXXX Began communications with Oriental XXXX XXXX XXXX  XXXX XXXX XXXX, Collections department, due to bank error with my payment XX/XX/XXXX. XXXX XXXX XXXX confirmed I submitted everything necessary to get this issue corrected XX/XX/XXXX Followed up by email with XXXX XXXX XXXX because my account was still incorrect XX/XX/XXXX. No response Phoned Mortgage Department Spoke with XXXX XXXX, account still incorrect, she was going to send me a form to get mortgage amount corrected XX/XX/XXXX Received form to update payment for mortgage XX/XX/XXXX Received email from Mortgage XXXX XXXX confirming my form was successfully referred XX/XX/XXXX Email XXXX XXXX XXXX regarding account still incorrect ( past due notices about late fees ), requested to speak with a XXXX XX/XX/XXXX Received Annual Escrow Account Disclosure documents for 2nd time received refund for {$77.00} for surplus in escrow account ( Escrow cushion selected by my servicer ) XX/XX/XXXX Denied for Hurricane XXXX disaster assistance to do repairs on my home because the XXXX information did not match the information I provided in my application. XX/XX/XXXX Received Annual Escrow Account Disclosure documents for XXXX time XX/XX/XXXX Received correspondence from Oriental Bank indicating there was a problem with XXXX and my home not being properly registered Emailed my lender from XXXXXXXX XXXX XXXX XXXX, asking for what reason XXXX would not have me listed as the owner of the home. I signed the XXXX XXXX form on XX/XX/XXXX. XX/XX/XXXX I received an email from XXXX XXXX saying he would check with the lawyers office to request a copy of the filed document. 
Followed up with XXXX XXXX, no response XX/XX/XXXX I received an email from Oriental Customer Service in reference to my complaint ( case number XXXX ). The response said The information provided does not match our records. XX/XX/XXXX Received response from XXXX XXXX saying XXXX, the documents I send is on your name. I recommend you visit in person the XXXX office, wilt all documents. I cant do anything anymore, your property is on your name, you the sales Deed, you got the Tax exoneration copy. That situation is out of our hands. Provide the closing documents you got. I dont know what else they need. XX/XX/XXXX I went to XXXX XXXX to submit all of the documentation I have. XXXX office indicated there were other documents I needed to have the house put in my name. XX/XX/XXXX Sent email to XXXX Requesting my name and address be updated because the information is not correct. XX/XX/XXXX Received an email from XXXX Your application was approved and completed. Below is the information in detail : Application number : XXXX Service : Claim Municipality : XXXX Account number : XXXX : XXXX XXXX XXXX XXXX. XXXX XXXX XXXX Completion date : XX/XX/XXXX Reason : EXEMPTION IS RECOMMENDED IN FAVOR OF XXXX XXXX IN THE WORTH OF XXXX EFFECTIVELY XXXX XXXX. XX/XX/XXXX Received email from XXXX Your request was submitted. Below is a summary of it : Application number : XXXX Date : XX/XX/XXXX Service : Exemption and/or Veterans Exemption Municipality : XXXX Account number : XXXX Location : XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX : ( XXXX ) XXXX Postal address : XXXX XXXX XXXX, XXXX XXXX, PR, XXXX XXXX XX/XX/XXXX Contacted Oriental Bank XXXX payments previous made to the XXXX XXXX on my part and why there is a current amount still due. Requested a response. XX/XX/XXXX Received an email from XXXX Your request was submitted. Below is a summary of it : Application number : XXXX Date : XX/XX/XXXX Service : Exemption and/or Veterans Exemption Municipality : XXXX Account number : XXXX Location : XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX : ( XXXX ) XXXX Postal address : XXXX XXXX XXXX, XXXX XXXX, PR, XXXX XXXX XX/XX/XXXX Emailed XXXX because my balance owed was showing as {$3800.00}. My 100 % service-connected XXXX XXXX  makes me exempt from paying property taxes. Received confirmation of my email XX/XX/XXXX Received email from XXXX call center responded indicating Your request has been received and evaluated. However, for the corresponding information, please contact our taxpayer service line. XX/XX/XXXX Hired someone who speaks Spanish to go to the XXXX XXXX on my behalf because I was getting no where with XXXX or XXXX in reference to my past due taxes and why. Her response was Spoke directly to the XXXX in XXXX, Filed forms to get your tax exception and confirm. he explained the situation of the home upstairs. which is the one that pays taxes and hasnt payed in a while. Thats when they tried calling. Verified the debt and verify the name of house owner. XX/XX/XXXX I received an email from XXXX XXXX XXXX, XXXX XXXX XXXX XXXX with Oriental XXXX XXXX, requesting more information about my claim to be able to refer my case to management. XX/XX/XXXX I emailed call center with my request for information about my mortgage account. I expressed my concerns and attached all the corresponding documentation in reference to problems with my mortgage account ( my email ) : I have been reaching out to the mortgage department in regard to my mortgage loan, escrow and XXXX. I received a letter from your office earlier this year advising me that at XXXX the records were still showing the previous owners information. 
I went to the XXXX office to request my account information be corrected/updated. In XXXX I received notification that my name was now listed as the owner of the property. When I checked the XXXX site the information there is still not 100 % correct. I am enclosing screenshots of my XXXX account. XXXX says I have a past due balance of {$3900.00}. 
I emailed call center about no response to my request for assistance with my mortgage taxes on my home. Requested account review Sent XX/XX/XXXX XXXX XXXX XXXX sent me an email confirming receipt of my documents. Case number XXXX Received XX/XX/XXXX Emailed call center re status of answers to questions about my mortgage again because I have not heard anything. Sent XX/XX/XXXX On XX/XX/XXXX, my banking account was charged {$910.00}. My previous payments were {$720.00}. I called the call center servicing office and spoke with XXXX who could not tell me why there was an increase in my payment. I asked about my complaint, and she said they were still working on it. I asked her if my mailing address was still the old XXXX XXXX XXXX and she replied yes and said she would send me the necessary form to have the XXXX XXXX XXXX. Called XX/XX/XXXX I decided to file a complaint with the Consumer Financial Protection Bureau and XXXX to address the business practices of Oriental Bank, XXXX, and XXXXXXXX XXXX XXXX. Letters to be sent XX/XX/XXXX.

Company response to consumer: Closed with explanation