| 01/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Complaint Regarding Benchmark Mortgage Benchmark, XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX, Texas, XXXX Company XXXX ( XXXX ) XXXX XXXX : Complaint : The company sold our new mortgage, prior to even allowing for the first payment to their company, without ever advising us in advance to allow for a timely payment to be made to a new mortgage company. This nefarious business tactic was unwarranted and a very unprofessional action. Because of the handling of this transaction on the part of Benchmark Mortgage, we were forced to send a late payment because a timely mortgage payment to the new mortgage company was not possible.
We had made already made our initial mortgage payment by check and sent to the Benchmark Mortgage on XX/XX/XXXX. This was done to assure that the first and initial payment was timely and well in advance of the due date of XX/XX/XXXX. However, without any prior explanation or communication, XXXX XXXX from the company 's main office sent a tardy email to us, well after normal business hours at XXXX pm XXXX, on XX/XX/XXXX. The message advised that our payments are Not Being Accepted by Benchmark Mortgage and are now due to XXXXXXXX XXXX as of XX/XX/XXXX. The message advised that the check for our first mortgage payment was being returned to us. Thereafter, XXXX conveniently took vacation the next day, followed by the XXXX XXXX holiday and weekend, thus unavailable for a timely discussion or explanation. XXXX 's email message advised that we could call him with any questions, which was not possible on a timely basis, causing us undue distress and anxiety.
We followed the advice of Benchmark officials to send the first mortgage payment to Benchmark with coupons provided to us at the closing of our mortgage. Obviously the company 's communications, both internally and externally, were sorely lacking. No one checked, or apparently even cared to check with regard to the instructions for our first mortgage payment that had been provided to us by the local officials that handled our mortgage application and closing.
If Benchmark 's policy was not to transfer funds to a new mortgage lender and to expect us to chase down the new mortgage lender in order to handle that transaction, we should have been advised much earlier. This action was a poor business tactic, at the expense of the customer 's peace of mind and ability to make a timely payment to the new lender. It appears that we had barely signed our closing documents when the mortgage was sold without our timely knowledge. Benchmark Mortgage failed to provide good customer service and consumer advice with regard to this loan.
Chronological Events : XX/XX/XXXX- Met to discuss refinance with XXXX XXXX, Mortgage XXXX, Benchmark Mortgage.
XX/XX/XXXX - Signed XXXX XXXX and obtained Closing XXXX XXXX.
XX/XX/XXXX - Closing Date for Loan XXXX ; Two Coupons provided at closing by Closing Agent to be used for payment to XXXX XXXX XXXX XXXX XXXX Benchmark Mortgage. The official at the closing said to send the first payment to Benchmark Mortgage Company.
XX/XX/XXXX- XXXX to make our first payment, but we had not received coupon with monthly statement. Received an email on XX/XX/XXXX from a company called XXXXXXXX XXXXXXXX XXXX, advising of being a new mortgage provider. We had received NO correspondence by mail from a new company yet or any advisement from Benchmark that the mortgage had been sold. Phone call made to XXXX to confirm who/where to send first payment. He was unaware that the new mortgage had already been sold to a new company for servicing. We were advised again to send the first payment to Benchmark using the coupon provided to us at closing. XXXX specifically stated that the funds would be transferred to the new provider.
XX/XX/XXXX - Mailed personal check # XXXX, in the amount of {$2300.00}, to Benchmark Mortgage using coupon provided at closing.
XX/XX/XXXX - Correspondence package and documents from XXXX received in the mail. Phone call was made to XXXX ; spoke with ( XXXX XXXX advised her that we had already sent first payment to XXXX Benchmark Mortgage XXXX XXXX advised funds will be transferred and not to worry about late payment or XXXX XXXX.
XX/XX/XXXX - XXXX pm email from XXXX XXXX, XXXX Servicing Accountant, Benchmark, XXXX XXXX XXXX XXXX XXXX TX XXXX Email advised payments are due to XXXX as of XX/XX/XXXX and requested check be returned to borrower by XXXX XXXX. Attachment to this email was a letter dated XX/XX/XXXX, stating that Benchmark was no longer forwarding loan payments in which servicing has transferred to a new investor, XXXXXXXX XXXX loan # XXXX.
XX/XX/XXXX - Phone call to XXXX at number listed on email. Call could not be completed. Phone call to Benchmark Servicing Department and advised we could not reach XXXX, who was out of office! They would have team member return my call. Phone call from ( XXXX ) advised him to send my check back and to inform XXXX that I did not appreciate an email at XXXX pm, XXXX days before the due date of my first payment, when I had already made the payment XXXX days prior, as advised by Benchmark officials.
XX/XX/XXXX - Phone call to XXXX XXXX, Benchmark Mortgage Officer, advising him Benchmark had done a serious disservice by selling our mortgage before the first payment was due. This is not what I would describe as adherence to a Benchmark Core Value ; Relationship Building, especially with a repeat customer who followed the Benchmark Mortgage XXXX 's instructions for making the first payment. I requested XXXX to register a formal complaint with the company.
XX/XX/XXXX - Phone call to XXXX XXXX ( spoke with XXXX ) requested information on how to make a timely payment, now due in two days. XXXX would only accept a direct withdrawal from a bank account ; a credit card payment would not be accepted. We did not want to start automatic payment withdrawals, since we had previously requested to receive statements each month to make our mortgage payments by check via US Mail. XXXX advised we had a fifteen day grace period to make the payment and not to worry about late payment or our credit score.
XX/XX/XXXX - Mailed Check # XXXX to XXXXXXXX XXXX for XX/XX/XXXX mortgage payment, which was the initial payment for the new mortgage.
XX/XX/XXXX - Received original XX/XX/XXXX check back from XXXX via XXXX.
Complaint made by : XXXX and XXXX XXXX XXXX XXXX XXXX XXXXXXXX, KY XXXX Phone # XXXX or XXXX email : XXXX or XXXX XXXX
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| 06/09/2022 |
Yes |
- Debt collection
- Mortgage debt
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- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
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Web |
Servicemember |
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Hello, I bought my house in XXXX of XXXX with Benchmark Mortgage company, during the whole year of XXXX I paid my normal amount of XXXX XXXX In XX/XX/XXXX I noticed my payment for my Mortgage didn't come out of my account so I went online to check what was going on. Online it said the amount due was XXXX XXXX I called right away and talked to someone about what was going on. During this time it was reflected on my credit score and it dropped down to below 600, I was assure it would be fixed after I get everything sorted out.
I was told that there was a reanalysis of my loan and that I owe Property Taxes from last year ( XXXX ) and current taxes. In the state of XXXX as a 100 % XXXX Veteran we don't have to pay property Taxes as long as we are living in the residence. I sent over my supporting documentation and continued to pay my mortgage or at least the amount I owed. I called regularly and asked what the status was and they kept telling me it will take around 20-30 days. The amount of XXXX $ I sent for my payment was sent back since it wasn't a " Total amount '' for what I owed. At this time my bill was saying XXXX $ + since it was still incorrectly saying I owed taxes.
I went on the Covid forbearance plan from this time and it was still not fixed. I went to my county 's tax office and made sure my information was correct and it showed XXXX $ owed. Still with nothing being fixed. My mortgage was sold to another company called XXXX XXXX which is a debt collecting mortgage company, this was back in the fall of XXXX. I was told to wait until my loan was fully transferred and go from there. When my payments started it was the same thing and the amount was the same XXXX and I called again to make sure this was handled correctly. Again I asked to be on the forbearance program until this was sorted out. I sent in a Mortgage assistance application and talked to another lady inside XXXX that was trying to help me out.
Fast forward to XXXX I'm no longer on the Covid forbearance and my credit score dropped down again due to " late payments '' so I called again to see what the status was and I was told my MAA was rejected. I spoke to another person and they told me to call these different departments inside their company, I called up the property tax division and told them the situation. I was told to upload documents, I called my tax office again and they said they don't provide those documents to the owners themselves, and that the company needs to request them. I called back two days later to see the progress and what has been done. I was told that on their end it is now corrected and I owed XXXX $ for taxes. At this time I'm still getting Monthly bills saying I owe XXXX XXXX I spoke to another lady and she put me in touch with a case manager which let me know what was going on. They tried to do a streamline VA loan but due to it not being with 20 % of my current payment they rejected it. I didn't fin this information out until late XXXX.
In XXXX I submitted the XXXX again and called to see where it was in the process. I was told they couldn't see page 1 & 2 of my application which is bazar because they were all in a zip file. This time I resent them 2 or 3 files at a time with the completed forms. In XXXX I called XXXX and was told that my application was rejected due to missing documents. I've called many more times after this and resubmitted the paperwork. I came home from a work conference and I had a paper taped to my door saying they were starting the Foreclosure process. I resubmitted my Mortgage application on the XXXX of XXXX after speaking to another rep about how I couldn't use my older application due to it being from XXXX timeframe.
Today, XX/XX/XXXX, I called again to ensure they received my documents and I was told they haven't. I used the same email address that is found online and that I've used before - XXXX I didn't receive an automated response for the past two/three times I've submitted these forms. So I asked the customer service rep on the phone what can I do because this has been extremely stressful and I don't want to lose my home due to some error that was created a long time ago. He made me send the documents to that same email address and CC him to let me know they received my zip files in full. He also took the time to extract these files and send them directly himself. I was told that my case manager from back in XXXX is no longer my case manager. I was given his email and asked if I could talk to him personally about my situation.
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| 07/25/2020 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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From the start of this process to now, we have decreased our debt, increased our savings and credit scores. We find it very disheartening to be pre approved in XXXX and denied now after further emotional and financial investments have been made.
XX/XX/2020 : Conditional Pre Approval from XXXX XXXX for Conventional loan with down payment assistance program. Signed contract with XXXX and gave {$2500.00} for earnest money. Advised to pay off our car loan at closing. We continued to focus on building our savings and paying down our debt.
XXXX - XX/XX/2020 : Weekly updates provided by XXXX for house construction and inspection processes.
XX/XX/2020 : Correspondence with XXXX XXXX 's Credit department to confirm we were on track. Credit Repull. No feedback received about new credit scores.
XX/XX/2020 : We emailed XXXX XXXX for an update, no response received.
Received an email from Benchmark to apply for loan. We reached out to XXXX and XXXX XXXX because there was no prior information provided about this transition. They informed us we needed to proceed with Benchmark. We completed the online application and submitted all requested documents.
XX/XX/2020 : Loan was submitted to underwriting for FHA loan with XXXX. Credit scores improved from XXXX 's to XXXX for both borrowers. We completed the request to change our student loan plan from {$76.00} IDR to {$680.00} Fixed payment plan and lost 3 years of payment history. Submitted a letter from our employer to confirm consistency in commission payments, commission was still not approved.
Resubmitted documents for Conventional loan and 3 % Down from us, still not approved. Feedback only said we were not approved.
Asked to bring in a cosigner. However, we are hesitant to proceed and involve another person 's credit and financial information without increased transparency in this process because our credit has been pulled a total of 4 times but only provided to us 3 times.
This is what we request from you now : If a supervisor was not previously involved in our loan, they need to be now.
We want a phone conference with them explaining what is going on, what can be done, or what we need to do to prepare ourselves in the future ; because we will become homeowners.
Does commission have to be received for 12 or 24 consistent months before it can be counted as income?
Can we be granted more time to improve our credit profile? If so, explain the numbers that we should aim for.
If we are able to secure a cosigner what is the credit score and income amount needed for approval?
We also hope that in the future there is increased transparency and communication between lenders and clients. As well as a better hand off process between XXXX XXXX and Benchmark.
We emailed this and additional information to Benchmark associate, XXXX XXXX, XXXX XXXX associate, XXXX XXXX XXXX # XXXX, and XXXX XXXX XXXX XXXX on XX/XX/2020. XXXX was the only person to reply and update us to the current status. She was informed that a branch manager called us but this never happened. The contract was canceled, and the house placed back on the market without our knowledge. From us emailing our letter of complaint until today only XXXX has reached out to us to even apologize. This has been a horrible and unfair experience for my family.
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| 08/29/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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Around XX/XX/2020 my loan file was transferred to XXXX XXXX at Benchmark Mortgage. Benchmark Mortgage is located at XXXX XXXX XXXX # XXXX XXXX, TX XXXX. Mrs. XXXX already had most of my file because she received it before. Immediately Mrs. XXXX directed me to 2 assistants to help. She almost took herself out of the picture instantly. I thought that was strange. There wasnt any information that was requested from the assistants to me that caused a delay but IRS transcripts due to COVID-19. My loan officer refused to communicate with me. It was so bad that she didnt even tell me my first closing date set or discuss I was having a closing date. I was sent a text my the sales agent. Furthermore, when closing date arrive she didnt tell me or my realtor that it was pushed back. We were headed there and found out it was pushed back. I tried to reach out to Mrs. XXXX supervisor to report the discrimination that I felt was coming from the loan office and her incompetence in handling my loan. At this time I find out Mrs. XXXX took a vacation. She didnt say Im going on vacation you need to have this or this will happen etc. Im waiting on Mrs. XXXX to get back from vacation and realized its been a while. I checked on the home we were applying for and realized it was back on the market and my contract was cancelled on XX/XX/2020 and this was XX/XX/2020 when we were finding this news out. My realtor and I was not aware that this was happening or even a possibility. I contacted the XXXX XXXX to let him know that I felt discriminated against and the loan officer was incompetent the entire time she was handling my loan. Mrs. XXXX used a COVID-19 tragedy that affected my family as an excuse why she didnt want to bother me. However, this incident couldnt affect her actions at all because this incident occurred shortly before my contract was cancelled. Furthermore, that is unfair for her to make that call by assuming that. Why would I want to be homeless and going through personal family issues. She then said she called twice but didnt want to keep calling me. Again she didnt have the right to make a call like that and not take to me a out issues with my loans and give me the opportunity to correct or explain any issues. I pulled my phone records and have no VM or missed called from Mrs. XXXX. I experienced discrimination for who I am from Mrs. XXXX/Benchmark from the beginning and I know its because of who I am. Her incompetence in handling my loan caused me to lose the home. These actions are unfair and I just. I had a right to know everything about my loan and if it was any issues. I had the right to be given the opportunity to supply was was needed or give and explanation. I was suppose to be treated unfair for who I am and discarded of like trash.
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| 09/02/2021 |
Yes |
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Web |
Older American, Servicemember |
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THIS COMPLAINT IS AGAINST ; Benchmark Mortgage, aka ; ARK-LA-TEX Financial Services , LLC XXXX XXXX XXXX XXXX XXXX, XXXX XXXX ID XXXX and ARK-LA-TEX Financial Services , LLC, XXXX XXXX Benchmark Mortgage XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX Complaint covers excess charges that occurred at the closing of the original XX/XX/XXXX VA mortgage loan and the XX/XX/XXXX VA refinancing loan. See closing statements below.
Original VA mortgage loan.
1. Charged VA loan funding fees even though they were given documentation of my VA XXXX.
2. The original XX/XX/XXXX VA guaranteed loan included charges of {$2700.00} for Mortgage Protection Insurance ( MPI ).
Refinancing XX/XX/XXXX VA refinancing loan.
1. VA loan included funding fees even though they had documentation of my VA XXXX.
2. The XX/XX/XXXX refinancing VA loan included charges of {$10000.00} for Mortgage Protection Insurance ( MPI ).
3. Loan origination charges of {$2400.00} ( 0.85 % ) for XX/XX/XXXX refinance VA loan of an existing Benchmark mortgage.
3. On XX/XX/XXXX Benchmark notified me of an escrow shortage of {$950.00} and increased the escrow withholding by {$93.00} per month. When questioned they would only state that the reason was because of the change to XXXX XXXX homeowners insurance higher premiums XX/XX/XXXX. Actual change in homeowners insurance premiums starting on XX/XX/XXXX was increased {$8.00} per month. Benchmark refused to discuss this issue any further than stated.
4. In addition to # 3 above I was charged {$20.00} for 3 days of non-coverage in XX/XX/XXXX when we switched from XXXX insurance to XXXX XXXX XXXX. Benchmark insisted coverage ended on XX/XX/XXXX ( the day XXXX when the actual date the XXXX policy coverage ended was XX/XX/XXXX, the date the XXXX XXXX policy started.
5. The XX/XX/XXXX refinancing VA loan included a closing fee of {$130.00} for Benchmark, aka ; ARK-LA-TEX Financial Services , LLC , even though they didnt attend the closing.
6. The XX/XX/XXXX refinancing VA loan included charges for title fees to XXXX XXXX XXXX instead of the original title company ( XXXX XXXX ) who already had the title documents from the original loan, 6 months earlier.
7. Benchmark charged a total of {$16000.00} for loan refinance on XX/XX/XXXX for closing costs vs XXXX XXXX refinance on XX/XX/XXXX for the total closing costs were {$950.00}, {$15000.00} less for the refinancing of my VA guaranteed mortgage loan for a lower interest rate through XXXX XXXX.
I became aware of these over charges during the process of obtaining a lower interest rate refinancing with XXXX XXXX ( item 7 above ). I have requested that they be disciplined for their abuses of the veterans that trusting them with providing VA guarantee home loans.
Thank You,
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| 01/06/2022 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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Upon applying for the VA mortgage in the amount of {$350000.00} in XXXX of 2021, I was assured all 3 credit reporting agencies would be polled at one time so only one hard hit would be on my credit record. I released my freeze on all 3 agencies for one day and was called with a mortgage refusal as they did not ( failed ) to poll all the agencies-they only did two. I refused and said that is the reason my credit is frozen-you have zero liability while lowering my credit rating. I was at XXXX with the credit agencies. That turned into a real battle and I would not release my freeze and finally I won.
At closing it is advisable to have an attorney look at papers and with their pathetic closing-It was for a home in Ky. and we were living in Mi so it was remote and we were getting changes on fax up to 30 minutes before signing so basically we were denied any chance for a lawyer to review the details.
In the beginning of XXXX I elected to pay the remains of my loan off-I paid over XXXX from XXXX & XXXX XXXX XXXX XXXX and XXXX XXXX XXXX would not be accepted so they forced me to pay wire fees for a payoff in the amount of {$480.00}, I did not agree as I felt it was totally unwarranted when over XXXX $ was paid from XXXX XXXX XXXX XXXX XXXX via ACH. They refused so I said take my escrow which had {$730.00} remains after paying taxes and home owners insurance and they refused to honor that funding.
Bottom line I had to pay for a wire fee to pay the remains off. We submitted the payoff wire on XX/XX/XXXX for the full amount and have a paid in full letter from them.
The problem, they claim to have mailed my escrow rebate on the XXXX of XXXX. It is way late and we have received every XXXX XXXX cards and bills remitted to our residence. I believe they are simply holding my money interest free and ripping me off. Their response was we will not send a replacement check for 30 days. I asked them if I had handled my loan payments in a like manner would it have been acceptable and I was hung up upon. Could you please assist me with this very disreputable organization??
Thank You.
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| 08/31/2023 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
- Fees or costs during the application process
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Web |
Servicemember |
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Before I separated from the military I filed my Benefits Delivery at Discharge ( BDD ). I let my lender and the loan processor know that I filed my BDD claim and had an extensive claim. If a veteran has at least a 10 % disability rating by the VA, they are not required to pay the VA funding fee.
On XXXX XX/XX/2022 I was told, " I received the confirmation from the Lender just now confirming that unless we have the letter acknowledging the preliminary rating from the VA, the borrower must write a letter stating he acknowledges that once he closes, he will not receive a refund.
I spoke with the borrower, and he indicated he does in fact wants to receive his refund after closing. The letter must be obtained BEFORE- not during or after unfortunately. '' Despite expressing that I have a pending BDD claim that is highly likely to be at least 10 %, I was told to write a letter stating that I will not receive the fee refund.
Additionally, on XXXX XX/XX/2022 I was told, " Please indicate in the letter that you are fully aware and understand the Funding Fee will not be refunded to you once you receive your disability rating and status after the closing of this transaction. '' Despite expressing that this would greatly impact my financial stability, I was forced to write the letter so that I would not lose the loan on our house. We had no housing, since I was separating from the military, so I feel as if I was forced to comply to not be homeless. I relocated to a different state for a job, so this action caused great harm to both my mental health ( worrying that we'd lose our house, worrying about what to do with the fee ) and financial health ( having to pay an additional amount on a loan ).
My agent, who is also a XXXX veteran, also pleaded for the mortgage company to let me submit my paperwork when it comes in and receive a refund.
Ultimately, I received a XXXX XXXX XXXX rating and I was charged {$9500.00} for the VA funding fee, which I would have qualified to have waived if the company had waited for my letter.
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| 03/26/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I have had continuing issues with my loan servicer researching a payment I made that was never credited to my account. The first request was made on XXXX XXXX, 2016. I sent a request using their online form ( their preferred method of contact ). I detailed every payment that I had made, along with all of the details I had available to me and requested they research and let me know which payment ( XXXX ) were not applied to my account. The response was a generic informational message noting that my payment was made on XXXX XXXX, 2016 and my next payment was not due until XXXX XXXX, 2016. I replied informing them that that response did not address my issue in the slightest and that I would like a supervisor to call me. I never received a call or a reply to that response.
I contacted them again on XXXX XXXX, 2016 under a new request. I asked for a supervisor to contact me and notified them that the payments that had been posted to my account were not applied anywhere near the dates the bank honored the payments, which would cause me to incur additional interest on the loan. The response was, again, that my payment was made on XXXX XXXX, 2016 and my next payment was not due until XXXX XXXX, 2016.
I then contacted Benchmark by phone on XXXX XXXX, 2016. The result of that call was that I was to fax proof of payment from my bank to them in order for them to research the payments. I faxed the information I had on XXXX XXXX, then faxed additional information I had obtained from my bank on XXXX XXXX. On XXXX XXXX, 2016, I received an email from the research department saying they had not cashed one of the checks that I had provided proof of payment for. This check was mailed to their parent company at the same payment acceptance address as their company. I contacted my bank and they confirmed that the check was paid to the payee. I responded to the email with this information on XXXX XXXX and I have not received any reply.
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| 06/28/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I entered into a forbearance agreement with XXXX due to financial issues related to COVID-19 around XXXX of XXXX. I believe it qualified as either a XXXX XXXX loan. The forbearance lasted until XXXX of XXXX, at which point I was required to pay the accrued principal and interest or enter into a deferral agreement. I entered into a deferral agreement and was informed that I would need to pay the accrued principal and interest payments at the earlier of the loan maturity date or the date XXXX payoff the loan. There was nothing in any agreement about capitalizing the accrued interest to principal.
I paid off the loan on XX/XX/XXXX. The payment included all of the principal and interest payments that accrued during the forbearance period. However, when I received my XXXX Form 1098, it only reported {$12000.00} of interest instead of the roughly {$60000.00} it should have reported. Apparently, XXXX decided to capitalize the interest I accrued during the forbearance into principal as part of the deferral. Again, every representative I spoke with told me that I would be paying the accrued principal and interest when I eventually paid off the loan, and nothing in any documents I signed indicated that the interest would be capitalized to principal.
I have tried to resolve this with XXXX since XX/XX/XXXX. I have a long chain of messages in which they repeatedly told me that they were looking into it, with promises to reply by certain dates that were rarely met. I have gotten nowhere with them so I am requesting your help with this matter.
I need to file my XXXX income tax return and would really like the XXXX Form 1098 to be corrected before I do so that I can avoid notices from the IRS for reporting an amount different than my Form XXXX and having to explain the problem and possibly pay significant additional taxes and penalties.
Thank you
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| 04/30/2016 |
Yes |
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- Application, originator, mortgage broker
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Web |
Older American |
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my father who has XXXX from a XXXX XXXX 7 years ago, was counseled to co sign a loan for his grandson. I as the daughter and a realtor was not consulted and was kept in the dark about this issue. one night my father called me regarding papers which were truth and lending. I asked " dad did you take out a loan '' he said no. after discussion I agreed to go to his bank with him and have his bank rep look at the papers. The bank rep asked my father if he was moving. He said no. next the rep stated, XXXX XXXX. on this owner occupancy paper it says you are moving at this address. this was a document as the primary borrower. my family, brothers and loan officer had my father sign papers which were not true. the banker asked me what I was going to do. I said if I do something, I will be disowned by my brothers but if I dont do anything my dad my get hurt if he needs credit in the future. my father is XXXX years old. my brothers are an attorney and a financial estate planner. My father has XXXX other grandchildren. I called the loan officer who stated, yes I know you and your whole family. I replied did you not find it strange that I was not part of the conference for this loan. and I was not the realtor and this affects my fathers best interest. He replied that the grandson would not get the loan. I replied that it is my dads call and gave my father the phone. my father said he would not do this loan. All knew including the real estate agent my father has XXXX. since then I have had a flood of issues with adult abuses to my father for his money. This is why at this time I feel we need to revisit the attempt that was made to commit fraud.
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| 03/21/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I selected XXXXr XXXX XXXX Benchmark Mortgage to finance my recent primary home purchase in North Carolina. After years of dealing with XXXX ( XXXX XXXX XXXX ), the XXXX at XXXX was fully aware with my frustration in having them as my mortgage lender. Their customer service rates an F with little to no support, waiting days for a return phone call, and months for an answer to a question submitted via the online channels they provided to me.
So it was quite a shock when my loan closed on XX/XX/XXXX to have XXXXXXXX XXXX SELL my loan immediately to ... guess who ... XXXX XXXX. I received an email message first from XXXX XXXX last Thursday on XX/XX/XXXX ( before even my first payment ) without having received any notification from XXXX XXXX, until I right away reached out to them to ask WHY would you sell my loan to this lender of all lenders out there? They flippantly replied that it was already sold, too late, nothing could be done except to hope that XXXX XXXX chooses to re-sell my loan again at some undefined point in the future.
How can a company do this without any input from the actual customer? Consumers should be given a choice of 2 - 3 potential lenders, and then we select with whom we wish to work for the next 30 years. At this point, my only option to avoid working with XXXX XXXX is to refinance the loan, which I will do as soon as feasibly possible.
Mortgage lenders have no governance or oversight to their nefarious practices. WHen I select a company, I expect that company to provide the services NOT to have them instantly sell my debt to another company. This practice has to stop.
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| 12/10/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
Servicemember |
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The end of XXXX, 2021 I got XXXX and had to miss work. I contacted the company at some point and explained to them that I was going to have an issue getting my mortgage for the month paid and asked if there was something we could do so that I would not get behind, ( such as apply the payments to the end of the mortgage ) I was told that they had something that could help me, and forwarded me to another department. When talking to this lady, she asked questions and I was feeling confident that we could get this worked out, and she told me that because I didn't lose my job I wouldn't qualify. I didn't have vacation or sick days, so I wasn't paid while I was out sick. I sold items to get the money to get caught up. my payments are due on the XXXX of each month, and I only get paid once a month on the XXXX. I was told that as long as the payments were paid by the XXXX of each month I would be good. Most of the time my pay checks are in my account by then and I can get it paid. I contacted the company after my first late fee and discussed getting it taken off and was told that because I was not caught up they couldn't take it off. I have contacted Benchmark on many occasions trying to avoid messing with my credit. I am a veteran, I am doing my best to get caught up. Being in the hospital and trying to recover and pay what bills I can. I realize that yes, I did pay late, but I called and tried to stop the negative remarks on my credit. I have worked hard to keep my cred it decent and the negative report of my being late twice is impacting my credit score. the loan is Benchmark, # XXXX
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| 11/29/2022 |
No |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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I received a letter from Benchmark mortgage on XX/XX/XXXX stating that I have to pay them an additional {$2200.00} because my escrow account is short this amount, I refinanced my home with them on XX/XX/XXXX, to obtain a lower interest rate, which I did it went from 3.5 % to 2.25 % fixed rate they ( Benchmark mortgage ) drew up all the paperwork and all the terms and conditions and amounts were agreed upon, my property taxes and insurance and principal and interest,, Everything is included and automatically withdrawn from my bank account on the first of every month my mortgage payment was {$710.00} and now it is {$900.00} for the next 12 months I can not afford the additional {$180.00} every month, this is there mistake not mine,!!! my property taxes and my homeowners insurance have not changed therefore my escrow account shouldn't be short period!! I spoke to Benchmark mortgage and the only solution they gave me was to seek financial aid from them,, they agreed the shortage was there fault but there was nothing they could do about it, except that I would have to pay the difference, this is money I don't have I am on a fixed income, and I should not have to pay for there mistake, please help me, this company is committing fraud against me in my opinion,, this is a financial burden that I should not have to bare, my email is XXXX, thank you
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| 07/19/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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In XXXX 2016, my mortgage company, Benchmark, did not pay my homeowners insurance premium to XXXX XXXX XXXX from my escrow account. No one contacted me about the lack of payment, I just happened to notice that on my insurance app my policy was listed as " cancelled ''. When I called to figure out why my policy was cancelled, I spoke to XXXX representatives from the mortgage and insurance company and they said the situation was resolved.
In XXXX 2016, my policy was still listed as cancelled. When I called, apparently the situation had not been resolved and my policy was cancelled.. Again, I got representatives on the phone who got in a XXXX way phone call with me to resolve any and all issues so that my policy could be reinstated. I payed {$450.00} in order for this to occur as a penalty. I also learned that my homeowner policy was cancelled for the last 6 weeks as a result of lack of payment. I was promised follow-up calls from each company in 10 working days to verify the situation had been resolved.
XXXX 2016 - Still no payment had been made. Neither representative called to verify payment as set up previously. Spent a week on the phone with each company, and as off today XXXX/XXXX/16, no payment has been received. I am having to make the payment myself so the policy is not cancelled a second time.
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| 07/14/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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I spoke to loan officer XXXX XXXX at Benchmark Mortgage XXXX XXXX XXXX XXXX, XXXX / XXXX ID XXXX ) on the phone on XX/XX/2023 to request a prequalification letter to determine how much of a home loan I can take out for a new home. I told him I only wanted to do a soft pull inquiry that would not impact my credit score or stay on my credit report history and he assured me that the credit pull would not impact my credit score and will only be there for a few months. Then he asked me to complete an application online to be able to provide the pre-qualification letter. After I completed and submitted the application, I found out the next day from XXXX and XXXX that it was a hard inquiry pull and reached out to request for XXXX to retract/reverse that hard pull inquiry since I did not agree to it. He argued with me saying it was not a hard inquiry pull and then later said they can not remove it because I provided my authorization when I submitted the application. However I was tricked into believing the application would be a soft pull inquiry and did not intend or agree to the hard pull inquiry.
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| 04/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Benchmark XXXX XXXX sent me an Escrow Shortage statement on XX/XX/XXXX that is incorrect and I have tried multiple times to get a response from Benchmark to no avail.
Reason for the shortage they claim : - XXXX tax payments from escrow - County Tax Payment in XXXX - County Tax Payment in XXXX - City Tax Payment in XXXX - XXXX Adjusted payment dates from Benchmark - County Tax Payment in XXXX - County Tax Payment in XXXX - City Tax Payment in XXXX ( Tax bills do not even come out until XXXX ) Benchmark told me on a recorded line that they would review the taxes and have this review completed by XX/XX/XXXX. The review has not been completed and you can not talk to anyone besides a customer service representative that does not have any information.
Benchmark is telling my I have to pay {$3000.00} by XX/XX/XXXX or my mortgage payment will increase by {$300.00} per month.
The escrow shortage Benchmark is claiming, is incorrect due to them adjusting them moving up the tax payment dates.
Benchmark XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX XXXX
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| 01/19/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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|
Web |
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My mortgage is with Benchmark Mortgage. I purchased the home, approximately, XX/XX/XXXX. School taxes came out XX/XX/XXXX. I mailed a copy of taxes to the mortgage company. I received a call from XXXX tax collector stating that the taxes were not paid. When I called the mortgage company I was told there were comments in my account XX/XX/XXXX Taxes Paid - no check was ever dispersed. I am now going into the 4th week with trying to get these taxes paid. Benchmark Mortgage has {$2600.00} in my escrow and will not release the funds. I keep being told will be resolved within 24 hours. That never happens. I went back to the broker who represents Benchmark Mortgage and am being told they are working on it with a manager of the processing department. I ca n't seem to get resolution and am risk of being sent to tax claim.
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| 09/18/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
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On XX/XX/21, I applied on a application for mortgage loan. I did not qualify according to the lenders standards. the lender violated the fair credit report act and other application laws and regulations by giving our real estate agent credit information that they were not required by local and federal law to have. This caused us to lose the home we put an offer on and damaged our relationship with the local real estate agent.
The loan officer was XXXX XXXX XXXX with Benchmark Mortgage. NMLS # XXXX.
Numerous phone calls and text message were exchanged back and forth regarding the transaction.
It is un professional for a lender to share specific information to a real estate agent that can cause harm or change their ( the agents ) mind in providing a service for their client.
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| 04/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I am the owner/landlord of one of the property at XXXX, Texas. I have an escrow account with Benchmark Mortgage company and they haven't paid 2021 property taxes yet, even though I have enough amount to pay the 2021 property taxes in the escrow account but due to their either unprofessionalism or negligence they haven't paid the taxes yet. I have been receiving letters from the tax company regarding the penalty charges and due date passed for 2021 taxes to be paid. I called benchmark mortgage company and explained everything about this issue, they mentioned that they will take care and resolve this issue in next 20 days, however it's been more than 20 days till now and they haven't taken any action or paid the taxes yet. I need resolution on this asap.
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| 02/03/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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|
Web |
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I XXXX county school taxes XX/XX/XXXX XX/XX/XXXX.Benchmark has stated to me they had the taxed XX/XX/XXXX. As of today XX/XX/XXXX they are still refusing to release the funds to pay these taxes. There is over {$2600.00} in my escrow account. The taxes are now loaded with the court house with the tax claim department. Benchmark Mortgage has sent a {$20.00} check to get the information released. They are now refusing to call to get the figures for XXXX. I am at a loss trying to get the the funds released to pay the taxes. There is sufficient funds and still they will not release the funds. I have los time at work over this - this has caused so much unnecessary XXXX. Please help me. My property is in tax claim.
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| 01/17/2023 |
Yes |
|
- Trouble during payment process
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Web |
Servicemember |
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I am a 100 % Total and Permanent XXXX veteran. As a result, I am exempt from paying taxes on my mortgage. The exemption shows up on the XXXX XXXX XXXX XXXX and I've provided the Mortgage Company with all of the tax exemption paperwork before my first payment was made. But the mortgage company, Benchmark Mortgage is still escrowing my account and adding tax payments. Each time I contact them to dispute and discuss the topic, I'm put on hold or the telephone disconnects.
I've given up on trying to resolve this issue with them.
To date, taxes are still being included in my mortgage payment. Filing this complaint was my only option as I am not getting any cooperation from the mortgage company.
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| 07/15/2022 |
Yes |
|
- Trouble during payment process
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|
Web |
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I have requested several occasions to have my PMI removed. They will not appraise my property or remove the PMI. This is the last email I sent Benchmark Mortgage.
" I AM IN RECEIPT OF YOUR LETTER DATED XXXX. I DISAGREE WITH YOUR DETERMINATION. I HAVE INVESTED OVER {$300000.00} IN IMPROVEMENTS IN THE PROPERTY. ALSO, THE PROPERTY HAS OVER DOUBLED IN VALUE SINCE MY PURCHASE IN XXXX. I DEMAND A REVIEW AND AN APPRAISAL AT MY EXPENSE TO RELIEVE ME OF THE MORTGAGE INSURANCE. IF RELIEF IS NOT GRANTED, I WILL PROCEED WITH LEGAL ACTION ALONG WITH CONTACTING THE PROPER GOVERNMENT AGENCIES TO SEEK RELIEF. PLEASE FORWARD THIS EMAIL TO YOUR LEGAL DEPARTMENT. '' Thank you,
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| 02/08/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I recently was approved for the partial claim loan and the amount was for XXXX. I also made a payment in XX/XX/XXXX for XX/XX/XXXX of XXXX which totals to XXXX. I am not sure why there is still a balance for XXXX for the month of XX/XX/XXXX. I was informed that the payment I made in XXXX for XXXX is in a suspense account and has not been applied to the mortgage payment. I have made several attempts to call the mortgage company and I need details as to why there is still a balance showing that should have been cleared. XXXX payment due date is approaching and I am very concerned.
|
| 10/09/2018 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
I talked with a loan rep about doing a lot construction and permanent loan. He assured me with my VA status it would be no problem. Also I would not need to put anything down or 10 % of the construction cost. I moved forward with the application and discovered they was not able to do such a loan and what he claimed was not possible. I requested to speak with management about what happen and she attenpted to cover up the actions of the loan rep. I was mislead in an attempt to obtain my credit file. It was deceptive trade practice and false information about loan product.
|
| 09/10/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Closing on a mortgage
- Fees or costs after closing
|
|
Web |
|
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On the XXXX, the " items you can not shop for '' are outrageous. A credit report fee of {$250.00}. That is obviously marked up. I was my understanding that the required items for closing were a pass thru fee, the exact cost to the borrower. From this lender, they are apparently marking up the required fees. I have the XXXX. This is my son in law. I am supplying a gift letter for closing funds. I would definitely shop for these items as they are way out of line for what the market normal is.
|
| 02/03/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
I was approved for the down payment assistance program but now they have denied me and want to switch me out of the loan and start a new loan with higher interest and bigger down payment. They had sent me the confirmation that the down payment assistance and interesr rate was locked but they want to renege on their commitment bc market rates are going back up.
|
| 09/20/2023 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Phone |
|
|
|
| 09/19/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Other personal consumer report
|
- Improper use of your report
- Received unsolicited financial product or insurance offers after opting out
|
|
Web |
|
|
|
| 06/02/2023 |
Yes |
|
- Struggling to pay mortgage
|
|
Phone |
|
|
|
| 04/22/2023 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
|
| 11/15/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
|
| 05/03/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 12/07/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
|
| 10/26/2021 |
Yes |
|
- Trouble during payment process
|
|
Phone |
Older American |
|
|
| 10/05/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
|
| 09/03/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Phone |
Older American |
|
|
| 05/10/2021 |
Yes |
|
- Trouble during payment process
|
|
Phone |
Servicemember |
|
|
| 04/08/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 07/08/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Phone |
|
|
|
| 07/06/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
|
| 02/03/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
|
| 09/06/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Email |
|
|
|
| 04/11/2018 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Postal mail |
|
|
|
| 06/29/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
|
| 12/16/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
|
| 07/01/2014 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Phone |
|
|
|
| 02/25/2014 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
|
| 01/24/2013 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Postal mail |
|
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