| 01/11/2023 |
No |
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- Struggling to pay mortgage
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Web |
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Complaint : FBC Mortgage is not honoring the terms and conditions approved under the COVID-19 Recovery Standalone Partial Claim. See attached approval letter dated XX/XX/XXXX.
Current Monthly Payment : {$2400.00} Modified Payment Effective XX/XX/XXXX : {$2000.00} New Payment Effective XX/XX/XXXX : {$2600.00} ( due to escrow analysis conducted approx. XX/XX/XXXX ) I have several telephone conversations as evidence that FBC Mortgage is in violation of the agreed terms and conditions of the COVID-19 Recovery Standalone Partial Claim approved on XX/XX/XXXX.
I have been in contact with countless representatives of FBC Mortage in an effort to resolve this issue, which includes but not limited to the escalation department, loss mitigation, customer service, and supervisor XXXX XXXX. Each telephone conversation was a disappointed and resulted in unfulfilled promises made by supervisor XXXX XXXX.
XXXX XXXX I received a statement for XXXX for the amount of {$2400.00}. I immediately called FBC Mortgage for clarification and was told they were having " system issues '' and that the new amount would be updated in their system by XX/XX/XXXX. XX/XX/XXXX came around and I called again since I was not able to make our payment online. I spoke with an agent from the XXXX XXXX department, and he informed me that they were still having " system issues '' and mentioned that the new payment amount should be updated in their system within 24 hours. That provided me with comfort, so I proceeded to make XXXXXXXX XXXX payment with the agent for the amount of {$2000.00}.
On XX/XX/XXXX, we received a DELINQUENT NOTICE ( see attached letter ) stating that there was a remaining unpaid balance, and a late charge that had now been assessed. I immediately contacted FBC Mortgage inquiring about this matter. I was informed our monthly payment will not be changing after all due to an escrow shortage. I was also told that we would need to pay the remaining unpaid balance of {$370.00} to avoid foreclosure action. This information had no logic and when asked for the date of when the escrow analysis was completed, she was unable to find the information. I also questioned the fact that as the homeowners we had NOT been made aware of such escrow analysis, nor were we notified of any changes to our loan. She looked in the system and again, was unable to provide a logical explanation.
Infuriated and completely disappointed I requested for a supervisor and was connected to XXXX XXXX.
XXXX XXXX needed more time to research a few things and had promised ( he verbally promised ) that he would personally contact the underwriter and call me back in 3 days. He was also supposed to look into a forbearance plan to offer us foreclosure protection until this issue was resolved. He failed to contact me as promised. However, XXXX XXXX did follow-up on Thursday, XX/XX/XXXX at approx. XXXX. His telephone conversation was primarily focused on notifying me that we were not approved for a forbearance plan then proceeded to ask, " if there's anything else I needed assistance with '' dumfounded I said, " during our last telephone conversation you had promised to call me back on Wednesday you also promised to personally reach out to the underwriter, were you not able to do that? '' XXXX XXXX paused for a moment and simply said, " let me try to get in contact with her now '' and placed me on hold for over XXXX. came back on the line and said he's still waiting for a response.
I decided to disconnect the call and called back later on the morning...
Later that morning once I was able to regroup, I called FBC Mortage and spoke to another agent. She was kind and extremely honest and helpful. During that interaction she opened a work order to reverse the payment made for XXXX since it was incorrectly applied to the principal. I requested to speak to another supervisor and was transferred... XXXX XXXX was on the receiving end. Bullet points of the conversation went as follows : " I was going to call you in about an hour. I'm working with the manager for the XXXX XXXX department and your new payment should be updated in less than an hour. '' " I do apologize for assuming this was an escrow issue, sometimes we do that since this is usually the most logical reason for any payment increase, but you were right we have not performed an escrow analysis since XXXXXXXX XXXX XXXX XXXX I'll call you back once everything is updated in the system '' LITERALLY 10 MINUTES LATER : " So why are you saying your payment should be lower? '' " Usually with a partial claim there is no reduction in your monthly payment '' Me : " XXXX didn't I just speak with you XXXX ago? I feel like I'm having XXXX '' " XXXX with me here, under my account dashboard dated XX/XX/XXXX we received an approval letter with a new lower payment effective XX/XX/XXXX '' " Are you telling me you haven't researched this information? '' XXXX : " I'm still waiting for some documents to review; I will call you back later this afternoon '' I include this information in this statement in hopes of bringing awareness to the lack of competence and professionalism that I have experienced since XX/XX/XXXX.
Since then, there had been countless conversations with XXXX XXXX without any resolution or progress in the case. Each conversation just as frustrating and incomplete as the last one. Last contact with XXXX XXXX was on Friday, XX/XX/XXXX at XXXX. During that conversation he expressed how he had never seen a case like this before and that he was taking all measures necessary to resolve this matter. He mentioned that he was working with several people in different departments and that his manager was also involved.
XX/XX/XXXX, I contacted FBC an update. Immediately the agent said that there were notes on the account advising that " payment increased due to escrow analysis ''.
Here we go again! what do you mean escrow analysis, no we already determined that was not the case. I asked to speak to the escalation department since they were aware of this matter, but they were " unable to reach XXXX XXXX ''.
According to FBC Mortage our payment never changed due to an escrow analysis that was conducted in XX/XX/XXXX. How did they come to this conclusion if our new payment was supposed to start in XXXX? Before XX/XX/XXXX there was absolutely no record of an escrow analysis. There has now been two escrow analysis conducted for the year of XXXX.
Note- I still continue to attempt to contact FBC Mortgage, but now my phone calls are not going through or disconnected. I also have telephone recording to prove this as well.
I strongly believe that FBC mortgage is covering or withholding information for their own personal protection. They need to be held liable for their negligence and unethical business practice. This is a serious matter that can be detrimental to a household experiencing a hardship.
Instead of providing us with the assistance we so direly need, FBC mortgage is now raising our monthly payment effective XX/XX/XXXX due to an escrow shortage.
Our upcoming new monthly payment is set as {$2600.00}.
XXXX XXXX XXXX
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| 02/28/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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I have listed Important people and their contact information below as well as a timeline of events. It is not only the mortgage company but it is the builder as well.
XXXX XXXX is a sales manager who works for XXXX XXXX in Florida XXXX - ( XXXX ) XXXX XXXX XXXX is the Mortgage Rep for RMC Home Mortgage , LLC XXXXXX/XX/XXXX( XXXXXXXX XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX is my realtor representing me from Florida XXXX ( XXXX ) XXXX On XX/XX/XXXX My realtor and I contacted XXXX XXXX of XXXX homes to have a virtual appointment about a home that I was interested in purchasing. I ended up wanting to move forward with signing the pre contract ( XX/XX/XXXX ). On XX/XX/XXXX I then sent the deposit money ( {$2000.00} ) sent to XXXX XXXX.
On XX/XX/XXXX I recieved and email stating that I was now under contract.
On XX/XX/XXXX I sent the rest of the deposit money to XXXX XXXX ( {$500.00} ) Totaling ( {$2500.00} ).
I was Informed through text from XXXX on XX/XX/XXXX that my Debt to income ratio was to high and I would not be approved for the home loan.
On XXXX XXXX, XXXX XXXX confirmed moving forward with the denial through text.
On XX/XX/XXXX the statement of credit denial was signed and I did not recieve this until XX/XX/XXXX.
I have followed everything asked of me by XXXX so that I could get approved for the loan and the end result was debt to income was to high. I have contacted XXXX to see about getting my deposit back which has been going on for months and I have yet to even recieve help. I later found out that XXXX had asked XXXX to give me more time to see if my finances would change which is something that I did not ask her to do per our last conversation I would reapply in the future when I have my finances straightened out.
On XX/XX/XXXX XXXX my realtor gets involved sending a request to XXXX to have XXXX XXXX release me from my contract and to return my deposit.
On XX/XX/XXXX XXXX responds through email stating that she sent the request to manangement.
On XX/XX/XXXX I contact XXXX through email about the denial letter and deposit and she states to get my realtor involved and to contact XXXX of XXXX XXXX. She also notifies me that XXXX XXXX is trying to do anything and everything to keep me under contract.
On XX/XX/XXXX XXXX recaches out to XXXX through email once again after calling several times and getting no help.
I sent a text to XXXX who is trying to help me but is getting no where with her management ( XXXX XXXX ) she apologizes and says she has been escalating the emails and she has not recieved a resolution. She says that she would hope XXXX XXXX would return my deposit and apologizes once more.
I am currently frustrated and very dissapointed I am a XXXX spouse and an XXXX Veteran I have never been treated this way. I am begging for my money back and the company chooses to ignore me. I am asking that someone please look at my situation and give me the best advice as to what steps to take next. I have proof of all emails and Text messages, XXXX XXXX contract and the Denial of Credit Letter. XXXX also has been very persistent in helping me and she has emails and proof as well.
I sent over everything that XXXX was asking and cooperated with her and did nothing to prevent me from getting approved. I do not understand why they are doing this to me. This has been one of the worst experiences for me when it comes to buying a home.
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| 02/16/2023 |
Yes |
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- Trouble during payment process
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Web |
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This is the second time that I have to submit this complaint regarding this matter.
On XX/XX/XXXX got the notification of the HAF department that I was approved for mortgage assistance for past due payments and an additional 6 months of forward payments. The approval letter has been sent to my mortgage company which is FBC Mortgage. My loan number is XXXX. The amount past due that was sent out to the mortgage company is {$10000.00}. This amount was sent out to FBC Mortgage in XX/XX/XXXX and they still have not posted it on my account. This past due amount was already resolved. I called Florida HAF Department regarding XXXX XXXX payment and they said that payment was sent along with the last due amount.
I spoke with an agent today at FBC Mortgage and they said that they only got the past due payment which was posted after I submitted the first complaint with the CFPB. Every time I called they said no, that they dont have that payment. FBC has my HAF Approval letter stating amounts and months worth of payments approved. I dont understand how this could be possible. Again, we are on XX/XX/XXXX and they still havent posted my XXXX payment. Its very unfair for them to be holding a check for more than 30 days now and having my loan to accrue more money in interests.
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| 08/04/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I have attached all of the paperwork from FBC concerning an overage of my escrow account. I also have screen shots of the online chats with reps. I was supposed to receive {$520.00} overage as of XX/XX/XXXX which also documented my new monthly payment. When I called at the end of XXXX, the rep told me I couldn't get until I made my XXXX payment which goes against the 30 day payout law that they have breached ... THEN On XX/XX/XXXX, I went to online chat on their website, i got the first answer of it will be mailed out by XX/XX/XXXX ... then on XX/XX/XXXX, the chatroom rep told me no overage and that a {$500.00} payment to ME had been applied to the back end of the loan. NONE of the numbers on the attached paperwork add up to what they are trying to tell me, I have requested a call back FOUR TIMES and no one has called. They can not answer the question of WHERE is the money and WHY a payment of {$500.00} was made to the loan. I have requested a transcript of all the calls I made and the last rep told me to get a subpoena! I am APPALLED at the lack of knowledge, respect AND customer service. I am EXPECTING my overage payment of {$520.00} PER THEIR OWN LETTER AND FIGURES!!! This is absolutely ridiculous!
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| 05/25/2023 |
No |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I closed on my home in XX/XX/XXXX, I had already had XXXX once in XXXX and then it hit my home again in XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I applied for the COVID forebearance in XX/XX/XXXX and was approved for 6 months. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and later in the year I applied for an extension on the forebearance and was granted. Today, XX/XX/XXXX, I requested the forebearance be extended for another 6 months which is what the mortgage company outlined on their website and I qualified for, BUT today I was told that since the plan didn't start in XXXX that I was NOT eligible. This is NOT what has been told to me throughout this process and should be extended due to the HUD backing on my loan. The lady that I spoke with from FBC Mortgage was SO UNHELPFUL and very short, she would not let me speak with a supervisor or give me another number to contact for a review of my complaint
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| 02/27/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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The loan requirements kept changing. I was told I needed to buy down my rates to qualify after being told initially that I was definitely pre-qualified. I went from having money in hand after the sale of my house to somehow owing {$2700.00} at closing. This was never communicated to me until the night before closing.
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| 12/29/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Reporting company used your report improperly
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Web |
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| 12/18/2023 |
Yes |
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- Closing on a mortgage
- Delays with the closing process
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Web |
Servicemember |
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| 04/18/2023 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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| 04/10/2023 |
Yes |
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- Trouble during payment process
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Web |
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