Consumer complaint received 2021-01-06 00:00:00
Product: Debt collection — Mortgage debt
Issue: Took or threatened to take negative or legal action — Threatened or suggested your credit would be damaged
Company: IMPAC MORTGAGE HOLDINGS, INC.
State: CA

Complaint narrative:
Around XXXX of XXXX, my mortgage service provider, Cash Call, sold my loan to XXXX. The problem began when Cash Call sent a goodbye letter to me to an incorrect address. I never received notification that the loan had been sold to another company. XXXX sent the welcome letter to an address that was not my mailing address and both letters were returned to XXXX as non-deliverable. XXXX then went on to try to contact me using a phone number that did not belong to me. When Cash Call sold this loan, all of my contact information was and still is, current. However, XXXX didn't bother to utilize the correct contact information that was in my file. When I tried to make my XXXX mortgage payment, Cash Call said my loan was paid off. At first, they asked me if I was in the process of refinancing and said it looks like the loan was paid off by someone else. Cash Call did not tell me who paid off the loan. At that exact time, I was in the process of refinancing my loan. It is important to add that in the 23 years I have lived in my house, I have never been 30 days past due ... .EVER. I contacted the refinance company and they let me know that they may have paid off the loan but they would send me paperwork to close out and inform me of my new payments. Almost 60 days had past when I contacted the refinance company again, and it was then they disclosed they did not pay off the loan. I contacted Cash Call on a recorded line and the rep told me my loan was paid off and there was nothing due. She said it was PAID IN FULL. Not transferred, not sold, but paid in full. I immediately contacted the refinance company and told them what was going on. They had their title company run a check and the title company stated there was no lien on the home that it appeared to have been paid off. I had no idea who paid off this loan but in XXXX, I did lose family members to XXXX. I then asked the refinance company run another check and they sent me an e-mail stating the loan was paid off with Cash Call. In XXXX of XXXX, I received a call from XXXX XXXX of XXXX. He contacted me via telephone and stated XXXX XXXX had contacted him as XXXX Mortgage said my loan was delinquent. That was the very first time I had even heard of XXXX. Mr. XXXX and I discussed this turn of events and he scheduled a conference call between him, myself and XXXX. On XX/XX/XXXX, XXXX sent the welcome letter which contained my new loan number with XXXX, a mailing address and monthly amount to me and Mr. XXXX of XXXX. That was the very first time I had been notified that XXXX was servicing my loan. Several E-mails have been exchanged since and as such, XXXX is now threatening foreclosure on my home stating I am behind in payments despite the fact that they do acknowledge in writing that they failed to notify me. Both myself and XXXX XXXX of XXXX have asked XXXX to either defer the payments or come up with a plan that will not impact my credit since they did not notify me per the guidelines but as evidenced by the attached e-mail chain, they are not going to assist in rectifying this issue which was solely due to their negligence in handling this account. It is also important to note that upon receipt of the welcome letter from XXXX which was received via e-mail to both myself and Mr. XXXX on XX/XX/XXXX, I immediately sent in my first mortgage payment as I was now informed of my loan number and remittance address. It took XXXX almost 3 weeks to cash my check. I have already sent in my XXXX payment as well. The issue remains that XXXX claims there is a balance due from XXXX to XXXX which is during the time they failed to notify me of their acquisition of the loan. I believe a fair solution would be for them to defer what they feel is past due ( even though the e-mail letter was received on XX/XX/XXXX and I paid immediately the XXXX mortgage upon notification ) XXXX was severely negligent in handling this loan and contacting me. XXXX and Cash Call entered into an agreement which did not include me in the process of transferring this loan. I was not there when this loan was transferred thereby it is the responsibility of both parties to notify me that the conditions of my loan had changed. How am I not know who is servicing my loan when the party responsible has not contacted me or filed the proper paperwork for a title company to even find therm on the deed. I am the party being punished for someone else 's negligence. I can not come up with {$15000.00} that XXXX is demanding because they didn't handle this account ethically. I would appreciate your assistance with this matter. I know there are guidelines that lenders must follow. Certainly, notifying a customer and ensuring they are aware that the conditions of their loan have changed is one of them.

Company response to consumer: Closed with explanation