| 07/01/2021 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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We use HarborOne for a mortgage, not because we signed the mortgage with them, but because they bought it from another mortgage lender. We paid our mortgage electronically on XX/XX/21 on their website, however the payment was posted to our bank account twice, once on XX/XX/21 and the same amount on XX/XX/21. We spoke with the mortgage company as soon as it was noticed and were told that we would get a call back in this regard, however no one called us back. On calling the company again, my husband was angry about not hearing back when he was told to expect the call, but the person we spoke to at that time had no empathy for us and gave my husband a hard time for his anger and then hung up on us. So much for customer service! We had been in contact with our bank as well, who informed us that there was nothing they could do on their end since the extra payment had already gone out. We did not authorize the second payment, and our statement has the second payment with the same amounts going toward interest, etc. If we had entered the extra payment, these numbers should have been different, since we had already paid toward interest. It is obvious to us that HarborOne was at fault for this issue, however even when we got through to a manager we were told in no uncertain terms that we had entered 2 payments, that it could not possibly be a mistake on their end. We were assured we would get the money back eventually, but that after both payments cleared their bank we would be sent a check. Meanwhile any other outstanding debits were going to bounce and incur fees. I understand that mistakes are made at times, however as we are certain that the mistake was on their end, it is very disappointing that the mortgage company continues to insist that the mistake was on our end, and that they will send us a check eventually.
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| 01/07/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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The mortgage lender XXXX XXXX payments and processes division started an internal process to adjust past payments made on the loan. According to XXXX XXXX this started on XX/XX/XXXX. XXXX XXXX put the full balance of payments in suspense triggering multiple phone calls to me stating my loan was past due 6 months. According to XXXX XXXX 's own statements provided to me they show the loan has always been paid in full on the XXXX of each month.
After 2 more phone calls with managers I was told the payments and processes division was completing the transfer of the money that was in suspense and the account would accurately show it was paid in full. As of XX/XX/XXXX XXXX XXXX miscalculated the amount in suspense by an entire months payment ( XX/XX/XXXX ) thus causing the automatic billing/paymenet for XX/XX/XXXX not to process.
Currently the account still shows past due and XXXX XXXX has stopped the automatic billing.
This issue seems to be linked to the original violation Harbor One Mortgage made in selling this loan to 3 debt collectors. Harbor One Mortgage addressed the violation and ensured me the loan would only be serviced by XXXX XXXX.
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| 06/19/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We have received two ( 2 ) debt collection notices from both XXXX XXXX XXXX and XXXX XXXX for the loan # XXXX originating from Harbor One Mortgage. Harbor One needs to immediately address this issue and ensure only one debt collection company has access to our loan.
1. Letter from Harbor One dated XX/XX/XXXX states that our loan has been transferred to XXXX XXXX XXXX. We have not received a bill from them but this would be a third ( 3 ) debt collector.
2. Letter from XXXX XXXX XXXX dated XX/XX/XXXX states our loan has been transferred to them. We already set up our account, provided our personal information and set up auto bill. It will not let me cancel the auto payment at this time. This needs to canceled immediately. This company has our current escrow balance and is clearly getting information from Harbor One.
3. Monthly Statement and bill from XXXX XXXX XX/XX/XXXX attempting to collect on the same loan as XXXX.
I spoke with Harbor One on XX/XX/XXXX and they confirmed that XXXX XXXX should be the only company servicing the loan. At this point our personal information and bank account information is with XXXX.
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| 08/09/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have a mortgage with HarborOne Mortgage that includes a PMI. I met the loan to value requirement in XX/XX/2018. On XX/XX/2018 I sent them a letter asking that they remove the PMI. I paid extra on my principal to ensure i met the 80 % LTV. I did hear back from the company, so i emailed them on XX/XX/2018 with an inquiry about the status of my PMI. I received a bounce back response that they would investigate and get back to me in 5 business days. As of XX/XX/2018 i have not heard from the mortgage company. I have tried to call their office, but the number does not allow for access to a customer service representative. I emailed again this evening, but do not anticipate a response to my issue. The reference / ticket number they assigned is XXXX.
I have been timely in my payments, never late, and the value of the property has increased. There is no reason that they do not cancel my PMI. Their website says the request needs to be made in writing, which I did on XX/XX/XXXX.
Please help me get a response to this issue.
Thank you XXXX XXXX
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| 07/24/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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Dear CFPB, I need your help resolving a problem with HarborOne, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX NH XXXX www.harboronemortgage.com HarborOne has offloaded my home mortgage to XXXX XXXX.XXXX.XXXX XXXX is placing numerous, daily phone calls to my mobile number, leaving a message to call them back, when you do the only thing available is an automated system and no way to get a human being on the phone.
Back in XXXX I reached out to HarborOne XXXX NH only to be told they can not help me and gave me the XXXX. XXXX link If you follow the link you will see for yourself : XXXX does not list an email address on the Contact Information portion of the web site link.
XXXX has a Login, but there is no mechanism for me to access Set Up of that feature.
Add the fact that XXXX answers the phone with automation, no means or mechanism to speak with a human being or leave a voice message.
At this point XXXX is not sending me my monthly statement.
I am in fear they are trying to make me late or put me into default.
Please Help
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| 12/06/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
Older American |
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Hi there, In XXXX of XXXX, Harbor One Mortgage informed borrowers that no payments could be made for XXXX due to a computer glitch. On XX/XX/XXXX, we were informed that the issue was resolved and payment could be made. I did this on the XXXX and the payment of {$2000.00} was with drawn from my Credit Union on XX/XX/XXXX. Harbor one then made the exact same withdrawl on XXXX for {$2000.00}, I called them for a refund as my checking account was now overdrawn and fees were being charged by the credit union. Harbon One told me ( XXXX ) that it was a system wide problem and there was nothing they could do. There was no manager to speak with, no email to correspond with, They said it would take time to put the money back and they had not idea of the time frame, ... ..days? weeks? months?
I want my money back immediatley ... ... It's XXXX. This is alot of money!
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| 01/15/2019 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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My mortgage is through HarborOne Mortgage , LLC. The loan closed on XX/XX/2018.
On XX/XX/18 HarborOne via XXXX ( their payment company ) paid a tax bill in the amount of {$80.00} from my escrow account that was for a tax bill for another individual on check XXXX made payable to the town of XXXX, ME.
On XX/XX/18 the town of XXXX informed XXXX via email that the check had been submitted in error and requested instructions on returning the check. The check was returned by the town on XX/XX/18 to XXXX via USPS mail.
I have been dealing with HarborOne since XX/XX/18 to get the {$80.00} returned to my escrow account. I felt that the time from XX/XX/18 to XX/XX/18 was sufficient time to wait for a refund. As of XX/XX/19 I still have not been credited. See attached information for a call log concerning this issue.
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| 04/02/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Servicemember |
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Dear Sir or Madam ; We have been making extra payments on our mortgage for over a year. In that time the mortgage Company " sometimes '' applies the extra payment when received. Other times it takes over a month or in one particular instance 4 months. I have contacted them and was told they would apply them correctly and reprocess, these were just empty words.
I am tired of being placed on hold, not having my emails returned. XXXX XXXX formerly Merrimack Mortgage is the worst Company I have ever had to deal with. We were going to refinance just because of the " shotty '' accounting practices.
Now I feel so strongly that if this is happening to us how many other customers are they holding there monies and possibly making interest off of?
Regards, XXXX XXXX
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| 12/02/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
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Web |
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This company has apparently had some sort of a security breach. However, that is not confirmed as the company itself has been silent on what is going on. They are not answering their phone calls- at one point they answered and said the system was down but didn't know when it would be back up, and now the automated system hangs up on you when you call. It has now been weeks of them not answering. There is now a memo floating around from a company called XXXX XXXX advising customers of Harbor One LLC to NOT given them any money.
If the company is not able to protect their customers data, and they are not able or willing to provide a plan and timetable that they will be back up and running, they need to release the lien they have on my home.
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| 09/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
Older American |
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Harbor One Mortgage, LLC. My sister passed away from XXXX. I'm her executrix. Nothing but problems on closing. Neither lawyer kept me in the loop which is also upsetting. I was told closing was XX/XX/21. Didn't close until XX/XX/21. Payoff amounts wrong. Payoff didn't arrive at Mortgage co. Until XXXX. They pulled XXXX mortgage payment. Getting run around. I'm told now I must wait until XX/XX/21 at earliest for a response regarding reimbursements. They won't tell me who is responsible for extra interest on loan which was not my fault. Terrible process and almost impossible to get a person on the phone..all prompts all the time.
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| 06/19/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I paid my property taxes in full but was informed that my mortgage company ( HarborOne ) had escrow and were supposed to deal with it. I've requested several times for someone to figure this situation out as I believe I may be owed money. I have been placed on hold for an extensive time, I've been told to go to someone in the mortgage department, which I did. then i was told by that person to go to the mortgage service center ( the same place I've been put on hold ). People are kicking this issue around and I'm not happy.
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| 05/08/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Application, originator, mortgage broker
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Web |
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Hello, I requested a per-approval letter from XXXX mortgage to buy a home. XXXX Mortage lender XXXX XXXX, pull my credit history without my approval. he told me that he can not issue a pre-approval because he did not have my XXXX forms for the past years. i said my accountant is on vacation and i can not current get them. i asked him to withdraw my application. However XXXX XXXX pulled my credit history and that damaged my credit.
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| 07/10/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Already submitted complaint via phone. XXXX says they did not receive payment, but I have proof of payment. Nearly impossible to get live person on the company phone. My credit has been impacted and late fees need to be removed.The Loan # is XXXX
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| 02/18/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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Property tax is not being paid out of escrow account. More then enough funds are available in the account.
several phone calls have been made as well as 6 or 7 emails sent to customer service with no response.
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| 01/25/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Phone |
Older American |
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| 09/21/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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| 12/05/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Referral |
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| 10/31/2017 |
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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| 01/12/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Phone |
Older American |
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| 12/13/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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| 05/12/2016 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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| 05/20/2014 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Credit decision / Underwriting
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Web |
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| 04/07/2014 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
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- Application, originator, mortgage broker
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Web |
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