| 01/10/2022 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I called the company this morning, the representatives on the phone said that nothing in my account matches what is here in the complaint. They denied making any payments to the county, they deny that my payment is to be lowered, they denied everything, and that I am currently late paying my account.
This is NOT resolved, i have 100+ recorded calls of nothing but lies, here AFTER they stated that they will resolve the issue, AGAIN, We are being told that they will not be sending me any refunds. I will be Filing a new complaint again, and I will be filing this information with my attorney to begin a lawsuit if not resolved by End Of Day Today, XX/XX/XXXX, This has been a problem for the last Full Year, and as of XX/XX/XXXX when I began to try to work with these people to resolve, I have been met with Inefficiency and Negligence, so much to cause my health to deteriorate. Doctor Documented. I will not continue on this path. If we have to sue and file an injunction, then so be it. We are poised and postured for this fight now.
Information provided today, stated that I owe over $ 300+ more per month that what I am supposed to pay.
By the Confirmed Calculations, my payment should be as follows : {$1400.00} - Principal + Interest {$240.00} - MIP -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - {$1600.00} - Total Monthly Payment -- -- -- -- -- -- -- -- -- - Current Listed Monthly Payment - Incorrect {$1900.00} - XXXX Principal + Interest - XXXX MIP - XXXX Home Owners Insurance - XXXX Negative Escrow Balance THIS IS NOT CORRECT!!!!!!!!!!!!!!!
The Mortgage Company Sent the following Payments AFTER Being Told NOT To send the money ( in the response from the company, they stated that they should not have paid it, as they RECEIVED the Confirmation of the Exemptions - See Below in the Companys Response ) XXXX - XXXX - Tax Disbursement XXXX - XXXX - Tax Disbursement XXXX - XXXX - Tax Disbursement XXXX - XXXX - Escrow Advance - Tax Disbursement Total Money Paid in a Knowing Error - {$10000.00} This is RIDICULOUS!!!!, They stated on the phone that the money was NOT paid in error, and will NOT be Refunded.
I was told that the current payment includes recovery of the Negative Escrow, which is Due to the Negligence of my account. My Payment is Incorrect, and Will NOT be paid at that amount, and I should not Owe Any Monies, Until My Money that they took and paid out in error is Returned To me.
Its NOT Logical that I should have to pay for their Mistake, and Continue Until they Open Their Eyes to Correct it.
This XXXX XXXX XXXX did not Resolve Anything, he sent a message stating blah blah blah blah blah, We are Sorry, and NOTHING HAS BEEN FIXED, In Fact if for Nothing, ITS WORSE!!!!
They sent a message stating that they will not accept a payment for What I ACTUALLY Owe, because its Less than what the payment THEY INCORRECTLY STATE is Due, and If Not Paid as they stated, they will NOT Accept the partial payment and return it, which will cause even more issues. Like Late Fees, and Credit Reporting. Which at that time, we will be forced to Activate the Lawsuit being prepared, if not resolved, and we will add SLANDER to the Negligence Claim. Taking it to possibly a Class Action Lawsuit in Addition. If they have done this to me, they have certainly done it to someone else.
The other item to note. We pay our Home Owners Insurance Every Year, IN FULL with our Credit Card. We Never Opted to pay into this with Escrow. Our Attorney reviewed the CNR 's and we Opted NOT to do Escrow for this. Not to Mention our Insurance Company does not do Escrow for the insurance. This is Also a Point of Contention in this Complaint.
This Company is doing EveryThing they can to cause us pain and suffering. This now needs to come to an end. This is our last attempt, and is being sent over to our attorney for review as well.
Prior information from prior complaint - listed below and reference case number : XXXX -- -- -- -- -- -- -- -- -- -- -- -- In XX/XX/XXXX, The clerk of county sent over the revised tax value and tax debt amount to the mortgage company to revise the cost associated with taxes on the property. We didn't hear anything and I called them to see what was happening or when this would be changed, this was XXXX and XXXX of XXXX. On XX/XX/XXXX I called and said we have been waiting since XXXX to get this straightened out and they said oh this will be done by the end of XXXX and you should have the money by XXXX ; they said they needed to open a work order and that it would be completed by the XXXX of XXXX and I would have my refunded money in my hand on the first of XXXX. We didn't receive it and I called again on XX/XX/XXXX and they said I had to upload some documents to them and I told them that they already had the documents and they confirmed they had them as they read them over the phone to me. I keep calling them every day to see where the funds are and why I haven't received them yet to no avail.
Companies Response : To Whom It May Concern, Highlands Residential Mortgage Ltd. ( HRM ) is in receipt of the complaint dated XX/XX/XXXX, on behalf of XXXX and XXXX XXXX ( the borrowers ). HRM values our customers, and we appreciate the opportunity to address this matter with the Consumer Financial Protection Bureau. On XX/XX/XXXX, the borrowers inquired about a tax exemption. They were advised of the email address to send the documentation. We received the documentation and opened a work order to review the taxes on the same day. The documentation received was an email to the borrower indicating the exemption was granted. On XX/XX/XXXX, we received the borrower 's written request to waive insurance from escrow. In the enclosed letter dated XX/XX/XXXX, the borrowers were advised that their request to waive insurance from escrow was denied. On XX/XX/XXXX, HRM attempted to verify the tax exemption with XXXX XXXX. We reviewed the county website and spoke with the tax office. The Tax Assessor indicated that the homeowner is not approved for any exemptions and paid current taxes. On XX/XX/XXXX, the borrower called regarding the Mortgage Insurance Premium ( MIP ) removal status and the tax exemption. In the enclosed letter dated XX/XX/XXXX, we advised the borrowers that they are not eligible for MIP removal. Additionally, the borrowers were advised the county did not verify tax exemption. The borrower emailed additional documentation on the same day, and we reopened the work order to review the borrower 's taxes. On XX/XX/XXXX, we reviewed the county website and spoke to several individuals at the tax office, and they confirmed the borrower was not approved for an exemption. On XX/XX/XXXX, the borrower called regarding the tax exemption and requested a supervisor. The documents received from the borrower on XX/XX/XXXX, were reviewed again and the work order was reopened to review the taxes. On XX/XX/XXXX, we reviewed the county website and confirmed the tax exemption was effective XX/XX/XXXX. The tax payments disbursed for XXXX did not include the prorated exemption. A new work order was opened to review a possible overpayment for XXXX. The borrowers tax line has been updated to reflect the tax exemption and another work order was opened to run an escrow analysis. Please allow 15 to 20 business days to complete our review. We are unable to accommodate the borrowers request for interest and damages due to stress. We have enclosed the borrower 's payment history for your reference. We note that the borrowers attempted to resolve the issue several times with representatives in our Customer Service Department. Our goal is 100 % satisfaction, and we regret any inconvenience the borrowers may have experienced through this process with us. Thank you again for the opportunity to address the borrowers concerns with the Consumer Financial Protection Bureau. If you have any further questions, please contact us at XXXX. Thank you, XXXX XXXX, XXXX XXXX, XXXX
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| 11/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American, Servicemember |
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My wife and I closed on a mortgage on XX/XX/2021. At the closing with XXXX XXXX XXXX ( XXXX XXXX XXXX. XXXX XXXX, AR XXXX XXXX ) we were told by XXXX XXXX the escrow officer, that our monthly payment would be {$1300.00}. As she told us this, she pointed to the first page of the Note document at paragraph 3B which says, ( B ) Amount of Monthly Payments, My monthly payment will be in the amount of {$1300.00}. I then pointed to that same figure and said, So that is our monthly payment ( XXXX )? And she stipulated that it was. Indeed, it was the essential figure of which I was concerned on that document. That was perfect for us and indeed what we had anticipated from our conversations with the loan officer/originator XXXX XXXX XXXX XXXX XXXX ).
Subsequently, we received a payment statement from Highlands Residential Mortgage ( XXXX XXXX XXXXXXXX XXXX NJ XXXX with corporate offices at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, TX XXXX phone XXXX ). From XXXX until close to XXXX on XX/XX/2021, we talked with customer representative after representative ( one of which was said to be a resolution person ) and finally after 4 or 5 people we managed to contact their corporate office and chat with a very cordial XXXX XXXX XXXX XXXX XXXX ) at around XXXX or so the same day. Our conversation lasted until approximately XXXX where she promised to call us the next day with the resolution.
XXXX XXXX seriously took ownership of our problem though it appeared obviously that she was not in the position of making a decision. She referred it to an unnamed higher-up with whom she communicated via text during our conversation. She relayed what was being said by the higher-up in real time. During that conversation she finally was able to help us understand what escrow meant on our mortgage. We thought our prepayment monies that were part of the closing were to pay our taxes and home insurance ahead of time. To clarify, on our previous home we paid our taxes and home insurance in full every year in one lump sum, paying the tax office and insurance company directly. We chose to do so because we pay it from an annuity that pays out once a year and since we are living on Social Security and pensions that keeps our monthly budget lower. So, that is precisely what we thought this was. In fact, the words prepay were used by the mortgage initiator XXXX XXXX.
Consequently, when we agreed to the loan and were told that our monthly payment as it appeared on the front page of the Note would be {$1300.00}, this is what we had anticipated it should be and that we would pay our property taxes and home insurance after this initial prepayment at closing in one lump sum as we had done for over a decade with our previous home. We assumed that our monthly payment would be {$1300.00} and that when it came time to pay our property taxes and home insurance that we could once again utilize our annuity to pay them in one lump sum for the entire year.
We admit to being ignorant of what escrow meant but we certainly would not have agreed to it had we understood fully that it would increase our monthly payment by {$290.00} ( total payment {$1600.00} instead of what the first page of the Note said, {$1300.00} ) and to which we were very specific in asking if indeed that would be our monthly payment. It was not made clear to us by XXXX XXXX or the mortgage company or the title company that escrow meant that we would continue to pay an additional amount each month in perpetuity.
In our initial conversation ( my phone was on speaker so my wife could hear ) with XXXX XXXX, she stated that the escrow could be removed because we had paid for mortgage insurance ( in full in a lump sum I might add ). She stated that they could simply refund the escrow amount and we could pay our taxes and insurance ourselves. As I mentioned, we began our conversation around XXXX and at around XXXX I said that it seems that little can be decided today so she promised to call back or email us the next morning. She did not but we did call her back the next afternoon. In that conversation the higher-up said that they would not be able to simply refund the escrow ( which would make my payment be {$1300.00} the amount on the first page of the Note ) even though I had paid for mortgage insurance. To explain, we paid for mortgage insurance so that I could reduce the down payment from 20 % to 10 %. We did this so that we would have additional funds to invest. I expressed my disappointment and concern that such arrangements could not be made and we ended our conversation. She was quite courteous throughout our conversation but all she could do was apologize.
Subsequently, I informed ( by phone text ) XXXX XXXX ( the loan originator ) of our disappointment and that we would probably try to refinance. At those remarks he called me and strongly stated that there was no reason to do that and that something could be worked out. He said he would call me the next day. I texted him the next day and asked if there was anything and he called me and basically said there was nothing they could do. I told him I would not have taken out this loan had I known that my payment was going to be higher than {$1300.00}. With that he said again he would try to see what he could do.
And that is where we are. No resolution.
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| 12/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Chronological Account of the Issue : XXXX : After evaluating the best closing scenario for my refinance - I decided to loop the XXXX PAYMENT on my Cove Landing property into the payoff of my loan with Highlands Mortgage. So I went online to turn off the auto-payment for the account.
XX/XX/XXXX : I went online to check my XXXX checking account ( where my mortgage payments are pulled from ). It showed my XXXX PAYMENT on the XXXX XXXX property as PENDING and it did not show a payment pending for my Ivystone property ( this property is also being managed by Highlands ).
- I logged into highlands website to see what was occurring. Apparently I turned the auto-payments off for my XXXX home, rather than my XXXX XXXX home.
- I made the payment for my XXXX Home on the second.
- I called the help line. They informed me that they can not stop my XXXX PAYMENT and that I should call my bank, XXXX, to request a stop payment.
- I called XXXX bank requested a stop payment be placed on the XXXX PAYMENT.
XX/XX/XXXX : I logged onto my Highlands account to get a status and it indicated that the XXXX PAYMENT was received, which I now know is not accurate. The funding was not actually with Highlands Mortgage at the time they indicated the payment was made.
- I asked Highlands if they could issue me a refund for my XXXX Payment ( via check ). They said they could and started that process.
- I called XXXX and told them to cancel the stop payment since the funds had made it to Highlands. I thought going through the refund process would clear the way for my closing to occur on time.
- XXXX informed me that they could not cancel the stop payment and that the money would be pulled back.
- I then called XXXX back to request the refund ( via check ) for my XXXX PAYMENT be CANCELLED. The person I spoke with confirmed it would be no warning of any potential issues were provided.
XX/XX/XXXX : My mortgage team informed me late in the day that there were TWO ( 2 ) outstanding payments and a late fees on my pay-off statement.
- I called Highlands to determine what had occurred. Apparently XXXX was SUCCESSFUL in pulling back the XXXX PAYMENT.
- Highlands went forward and began processing my refund, but instead of processing my refund for the XXXX PAYMENT as requested ( and cancelled - the same day ) they refunded my XXXX PAYMENT. They then reported me to the credit bureau for a late payment in regards to my XXXX XXXX. They also issued me a late fee. I was not aware that I had been reported to the credit bureau until I spoke with a new Highlands customer service rep on XX/XX/19. That reps name is XXXX ( XXXX ) he made extensive notes on my profile for reference and he filled a dispute on the credit bureau filing.
- I called Highlands was able to have them cancel the late fee. I was advised to pay the XXXX PAYMENT at that time and that Highlands would work to put the funds they pulled out of my account, back into my account making the mortgage account current.
XXXX XXXX : I called highlands a number of additional times to emphasize that I did not want a refund mailed to me and I wanted to funds put back into my mortgage account so my status could be current enabling me to move forward to close on my refinance effort. I talked to a number managers and many customer service reps. The last call I made - the customer service rep. told me the funds would be back in my Cove Landing mortgage account at XXXX on XX/XX/XXXX. Thus making me current before any late fees might be applied and in time for my scheduled closing on the XXXX.
- Please note that I live in Hawaii I signed my closing documents on the XXXX, which were then mailed to Virginia for the titling company to file. Actual closing occurred on the XXXX.
XX/XX/XXXX : My refinance on both properties was ready to close we were waiting for this payment to be put back in my account in order to finalize the payoff statement.
XX/XX/XXXX ( Friday ) : The refund, which represented my XXXX PAYMENT, was not in my account as the customer service rep told me it would be. I spoke to another rep and they told me a refund check was mailed out to my home in Virginia.
- I was put in a situation where I had to choose between pushing out my closing or potentially being late on my XXXX PAYMENT. This occurred because Highlands was unable to follow the many requests I had made to them between XXXX XXXX.
I sent all of this information to the company via letter to the president ( as directed ) and via the customer service portal.
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| 09/04/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Applying for a mortgage or refinancing an existing mortgage
- Confusing or misleading advertising or marketing
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Web |
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I am writing to file a formal complaint against Highlands Mortgage, a division of Highlands Residential Mortgage LTD, concerning a lock-in fee that I paid to secure a mortgage rate for the purchase of two new-build homes. I believe there has been a violation of the terms of our agreement, and I seek your assistance in resolving this matter.
In 2021, I entered into a contract to purchase two new-build homes, with the recommendation of my real estate broker, XXXX XXXX XXXX Given the rising interest rates at the time and the anticipated delivery date of the homes in XX/XX/2021, I contacted Highlands Mortgage, headed by XXXX XXXX, to lock in a favorable mortgage rate. The company offered a rate lock program that required a lock-in fee of 1 % of the loan amount, which amounted to {$1600.00} for each property, totaling {$3300.00} for two homes i was planning on purchasing.
Highlands Mortgage assured me that they would hold the locked-in rate for up to one year and that I could potentially adjust the rate downward within 30 days of closing if rates were to drop. I signed a contract and promptly submitted the required lock-in fee. Over the course of a year, the construction of the new homes faced significant delays due to Covid-related supply chain issues.
Given the ongoing delays and concerns about the solvency of the builder, I contacted XXXX XXXX and XXXX XXXX to discuss the cancellation of the loan. At this point, it was evident that the loan would not be closed within the originally stipulated one-year time frame. According to the terms of the contract, " IF the loan does not close before the expiration date of the lock-in agreement through no substantial fault of the borrower, the borrower may withdraw the application whereupon the lender shall promptly refund to the borrower any lock in fee paid by the borrower. '' However, a conflicting statement appeared in a second addendum that I also signed. This addendum stated that " the deposit is non-refundable and will be forfeited to the lender if the borrower does not close with Highlands Residential Mortgage LTD for any reason other than denial. '' While I acknowledge that I signed this second addendum, I believe it directly contradicts the initial agreement and request for a refund.
Despite my efforts to reason with Highlands Mortgage and clarify the situation, their team has maintained that my deposit can only be refunded " at the closing table. '' I have undertaken research and consulted with colleagues, all of whom have indicated that withholding the lock-in fee under these circumstances may be unlawful.
I am seeking assistance from the Consumer Protection Bureau to investigate the legality of Highlands Mortgage 's actions and provide guidance on whether I am entitled to a refund of my deposit. While the amount in question may be {$3300.00}, it holds significant value for individuals like myself. Additionally, the potential impact on future transactions with the company, coupled with the uncertainty of their terms, has raised concerns about the ethical practices of Highlands Mortgage.
I kindly request your intervention to resolve this matter and provide clarity on my rights as a consumer. Your guidance and expertise will be greatly appreciated in ensuring a fair and just resolution.
Thank you for your attention to this matter. I look forward to your prompt response.
Sincerely, XXXX XXXX
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| 11/08/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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My wife and I used Highland Mortgage recently to purchase a home. We had a difficult time throughout the experience with communication, delays waiting on appraisal, etc. While this was aggravating, we understood the local market is extremely busy, covid has impacted every area of business and life, and we tried to be as patient as possible.The appraisal came back almost {$100000.00} low on our property, so we ordered another appraisal under the impression that it would be considered by Highland only to find out 2 weeks later when it came back sufficient for our deal that highland still wouldn't budge, which I understand however we wasted two weeks for nothing that created an emergency for us to create a backup plan to save the deal whereas to not lose our {$10000.00} deposit on the home. We decided to take the difference from an equity line on our then current home in order to have the closing funds required for the closing in just under two weeks at this point.
Our biggest problem, and what I am seeking resolution for, is when we recieved our 3 day closing disclosure ( which was actually on wednesday evening for a friday morning closing so not 72 hours if that is a requirement ) it was incorrect. I pointed out to the Mortgage Agent, the Loan Processor, and the SVP for the region that my wife 's commission was not credited properly. My wife is an agent that sells new construction for a developer and her company allowed her to represent herself and apply her commission to the purchase price of the house.
When I explained to them the math did not add up and her commission was not credited properly they assured me that the closing attorney would apply handle that in the final closing documents. Trusting the professionals I accepted this answer in faith that the issue would be handled in the final paperwork however the night before closing I am contacted by the closing attorney who was trying to figure out the same problem of how their numbers were not adding up. I again started trying to clarify this with my local contacts who could not help but the closing attorney had a contact inside Highland she was trying to get clarification from.
It wasn't until 75 minutes before our closing that I got a call from the closing attorney that she had finally received clarification from highland that the loan product we were using required us to bring a certain amount of cash to closing and therefore they did not apply my wife 's commission to the purchase price of the home as per the contract. This was never discussed or disclosed to us and highland had the contract in their possession for two months, why this was never resolved is beyond ridiculous and completely negligent.
At this point our only option was to default on closing and risk our XXXX deposit and losing the home in order to send it back to underwriting for correction, or have the commission paid to my wife through her company, which isn't permitted but they made an exception due to the emergency created by the situation. We elected in this case to go ahead and close and take the commission option in order to not lose our personal funds or destroy the deal the sellers had on the home they were attempting to purchase based on us closing as planned. The problem with this solution is we were forced to pay income taxes on the funds that should have instead reduced our home price.
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| 11/28/2020 |
Yes |
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- Struggling to pay mortgage
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Web |
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My hardship began the day I moved into my home in XXXX when the sewer backed up and flooded the downstairs causing extensive damage and repairs beyond what homeowners insurance covered. I notified Highlands Residential Mortgage in early XXXX that I was having financial difficulties due to a cascade of events beyond my control and wanted to work with them for a forbearance or loan modification. I submitted a hardship package with requested information to Highlands in XXXX/XX/XX/XXXX On XX/XX/XXXX I received a letter from Highlands stating they had received my loss mitigation package and that a review performed on XX/XX/XXXX determined the application was complete. On XX/XX/XXXX I received a letter stating they reviewed the loss mitigation package and that I needed to return a hardship letter and documentation detailing the hardship - which I submitted again.
On XX/XX/XXXX I received a letter stating I had been approved for a HAMP modification. I signed and returned the agreement by their stated due date via fax and postal mail. in addition to calling them.
I remained in constant touch with Highland to see how the process was progressing and to determine my next steps.
Subsequent to accepting the modification I received a call from Highlands stating the HAMP modification was an error and I needed to start over, so I submitted another hardship packet.
On XX/XX/XXXX I received notice from Highlands that they had received my hardship packet and on XX/XX/XXXX I received a letter stating that it had bee reviewed as of XX/XX/XXXX and determined it was complete and no further information was required.
On XX/XX/XXXX I received a letter from highland stating that in order for them to determine my eligibility I need to return a hardship letter, proof of hardship and HOA bill which I submitted immediately.
I was in communication with highlands via phone several times to inquire if they had everything they needed and was informed they had.
On XX/XX/XXXX after again telling me my application was complete I received a letter from them saying my application was incomplete and I had missed deadlines for missing documents.
Whenever they request information from me I email or fax ASAP. Highlands on the other hand mails me notices that take 10 to 14 days or more to reach me and have changed their website so that customers who are in default can not access documents on line.
As of XX/XX/XXXX, and XXXX I have again submitted hardship information to Highlands. I want them to work in good faith to modify my loan as they agreed back in XXXX.
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| 09/29/2016 |
Yes |
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- Settlement process and costs
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Web |
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I relocated to Tennessee this year and started construction on a new home which was and is my first home. After applying for FHA loans through a few lenders I decided to accept a mortgage with Highlands Mortgage. I was in constant communication with their staff via e-mail and phone. E-mail was the primary. Throughout the process we discussed rates and expectations. We settled on a closing date of Friday, XXXX XXXX and i requested that the final closing be given to me at least 3 business days before close as per the CFPB website. I was given various draft closing disclosures prior to the close that were inaccurate and was told not to worry as they were not final. The lender advised me constantly that these were preliminary and not final. I requested the final closing disclosure numerous times in writing before Friday, XXXX XXXX. On Thursday, XXXX XXXX I had extensive e-mail communications with the lender where i demanded the final figures and was told that they were still working on it. I had a real estate attorney prepared to review the disclosure to make sure that all was in order. The lender sent me the final closing disclosure at XXXX XXXX on Thursday, XXXX XXXX when the closing was at XXXX XXXX the next day. I had less than 12 hours with no sleep from packing to review and could not get them to a professional to review. My apartment was packed and I had to proceed after using the tools on the CFPB website to make sure that all was in order which it was not as after the close the lender and the closing agent called and e-mailed me to amend the documents a few weeks after the close. When i advised them that I needed time to review then changes they were proposing they threatened to pull back the loan on the house if I did not move quickly to execute the updated closing documents. I have all these communications and exchanges in writing since i would not take phone calls anymore due to the threats. Lastly my wife signed documents with me at the close although i 'm the only XXXX on the note. She was supposed to be quick claimed to the deed so that we are both on the deed. I have called the town twice to get a copy of the deed and I am the only XXXX on the deed. i have followed up with the lender and closing agent in writing three times and they will not respond nor take action to correct the deed as agreed upon
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| 03/11/2021 |
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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I inquired with XXXX XXXX of Highlands Mortgage regarding mortgage rates for various investment properties I was considering buying. Specifically I emailed him on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/2021, with specific properties I was considering at the time. I then asked him a few follow up questions via email. I had not yet given him any personal information, credit information, or applied for any loan. I also did not give him any information on the properties I was considering, other than a general price range and cities. All of a sudden, the evening of XX/XX/2021, he sent me the following vague and unhelpful email : " The XXXX XXXX is going to respectfully remove itself from consideration on these loans. 100 % understand and respect the investors need/right to secure the absolute best rates/terms/service you can find. But we wont be the right fit in this case I believe. We wish you great success in all your RE pursuits! '' Thinking there was a misunderstanding, I sent him a follow up email to ask him what the concern was. The next day, XX/XX/XXXX, I again emailed him to confirm that he was not discouraging me from applying for a mortgage. I then submitted an application on his website on XX/XX/XXXX, and provided him all of my personal information and documents that he would need to make a decision. All of these emails have gone unanswered. The application I submitted over XXXX business days ago has not yet started processing and he has not done a credit check. I have not received a GFE or a denial, or even any reason for his vague email.
Because at the time of XXXX XXXX 's email, I had given him no personal information about myself, including my SSN or financial information or documents, there was no legitimate business reason for his XX/XX/XXXX email discouraging me from applying for a mortgage with him. The ONLY information he had about me was my name and the fact that I was rate shopping, neither of which is a permissible basis under the XXXX and XXXX B for discouraging a mortgage application. Further, by not providing me a GFE within XXXX business days of my application, XXXX XXXX is in violation of the XXXX. By not providing me any rate information for the past few days or taking any action on my application, he has caused me to miss out on a beneficial mortgage, with a discriminatory purpose.
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| 03/07/2023 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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We purchased our home XX/XX/2022 using a conventional loan with waived escrow ( all taxes and insurance were paid from closing ) from Highlands Residential Mortgage. Highlands then immediately sold our loan to XXXX XXXX. Highlands received a payment from XXXX XXXX at acquisition of our loan for {$600.00} for a charge Highlands claimed to have paid on our behalf that was, in fact, non-existent and possibly fraudulent. It is our understanding that XXXX XXXX will not vacate the charge from our loan until it has been paid back. At this time they are collecting it as a debt from us, when in fact, it was a fraudulent charge placed against our loan by Highlands Residential Mortgage. Highlands needs to make payment to XXXX XXXX for the {$600.00} they were paid under false pretenses before XXXX XXXX will remove it from our loan and reimburse the amount we have had to pay towards it in order to keep our loan current and in good standing. It has been over a full billing cycle since we have brought this to Highlands Residential Mortgage 's attention with no resolution. We have only received claims of needing more time, escalation, etc. but again, no resolution. XXXX XXXX refuses to vacate the amount from our account and we are having to make monthly payments via a new escrow with negative balance with XXXX XXXX for a credit from Highlands we did not receive. We have confirmed with all parties involved ; closing attorney, XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX that all taxes and insurance were paid from closing funds with checks from the closing attorney and Highlands Residential Mortgage has not paid anything on our behalf before or after closing.
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| 05/27/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Highlands Mortgage sent me a note that they are selling my mortgage to another company giving me just 6 days notice ( The requirement is 15 days ). Their letter arrived in the Mail on the XXXX, and the Mortgage transfers on XX/XX/XXXX. This, I believe was done in retaliation for my having told them of my plans to complain to this bureau on another issue ( CFPB : Complaint ID XXXX ) tied to their not having credited to me an extra payment for over 90 days, and still counting. The letter that they sent me was dated XX/XX/XXXX, which I believe was pre-dated to cover their bases, because on the XXXX itself, they last communicated to me they were still working on the said issue, and they could have just as well told me then that they were planning to sell the mortgage to another company.
The issue at hand is that the mortgage is being sold to another company while we have an outstanding issue that hasn't been resolved, in this case, they are the debtor and owe me my money. Instead of resolving the issue, they are selling my mortgage to another company to avoid having to meet their debt obligations.
I need the company to issue me a full accounting of all of the payments they have taken from my bank, including the extra payment, in writing, and an explicit statement, that my payments are one month ahead of due ( i.e. I am asking that the letter state that I am paid through XXXX, if the transfer is due to happen XX/XX/XXXX.
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| 10/18/2023 |
Yes |
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- Trouble during payment process
- Loan sold or transferred to another company
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Web |
Servicemember |
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I closed on my loan on XX/XX/2023. With Highlands Residential Mortgage, my first payment was made in XXXX via cashier check to Highlands Mortgage, as advised by the loan XXXX, XXXX XXXX I received a letter of transfer to a new servicer in XXXX stating that the loan had been transferred to XXXXXXXX XXXX. The payment in XXXX was made to XXXX. In XXXX, I received a letter again stating that the loan had been transferred to XXXX, but in a weird format because it was from HIGHLANDS to HIGHLANDS but with a different loan number. I communicated this with XXXX, my loan XXXX, and she acknowledged that they now have my loan back. So, my XXXX payment should be paid to " XXXX ''. I set up auto-pay, but I saw that the money hadn't been taken out of my account. I couldn't make a one-time payment because it indicated that I still had a XXXX payment due. The issue has remained unresolved despite multiple calls and visits to the XXXX office. I want to know why XXXX is not accounting for the payment I made in XXXX through a cashier 's check.
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| 08/19/2021 |
Yes |
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- Struggling to pay mortgage
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Web |
Servicemember |
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I got a VA loan with Highlands residential mortgage. i went through a hardship due to corona and the election. i was paying a 3.1 % interest rate. i was put on a forbearance plan for three months and told that i had 6 months. Then i was told i would be able to get a deferment towards the end of the loan. After 3 months Highlands reported me to the credit bureaus which hit my credit and sold my loan to XXXX XXXX. XXXX XXXX had no idea i was in forbearance plan. i can never get ahold of anyone and when i do there is a language mis communication. i can understand word they say. They finally give me a personal agent but takes days to get ahold of him. Got paperwork to sign my interest rate went up to 3.5 % my note went up from {$1200.00} a month to {$1900.00} a month! im a XXXX dad of XXXX young boys, a veteran, and work very hard to get the things i have. how is this legal in these times? what are my options? Its like they trying to make it to where i cant pay it!
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| 03/25/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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We closed on the sale of our house in XX/XX/2020. During the closing process, there was miscommunication between our mortgage holder and the title companies involved. Our mortgage company paid the winter taxes in full before we closed ( which they were not supposed to do ) we then got charged the prorated amount at closing, resulting in the winter taxes being double paid. The refunded amount went to our buyers mortgage company and was placed in their escrow account when it should have come to us. We had a split closing, and the 2 titles companies ( XXXX XXXX XXXX XXXX XXXX XXXX ) involved talked and came to an agreement that we were due a refund of {$1900.00}. Our buyers mortgage ( Highlands Residential Mortgage Ltd from XXXX, TX ) company refuses to send us the money that is rightfully ours. I will attach an email chain that details this in fully.
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| 01/17/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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Web |
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To Whom It May Concern, I received a copy of my credit report and found the following items to be in error below.
I had several inquiries that was not authorized from XXXX XXXX XXXX XXXX Date of inquiry : XX/XX/2021 Previous Address ( es ) : XXXX XXXX XXXX XXXX XXXX XXXX MO XXXX The inquiry was not authorized XXXX XXXX XXXX XXXX Date of inquiry : XX/XX/2021 Previous Address ( es ) : XXXX XXXX XXXX XXXX XXXX XXXX MO XXXX The inquiry was not authorized XXXX XXXX XXXX XXXX Date of inquiry : XX/XX/2021 Previous Address ( es ) : XXXX XXXX XXXX XXXX XXXX XXXX MO XXXX The inquiry was not authorized XXXX XXXX XXXX XXXX Date of inquiry : XX/XX/2021 Previous Address ( es ) : XXXX XXXX XXXX XXXX XXXX XXXX MO XXXX The inquiry was not authorized XXXX XXXX XXXX XXXX Date of inquiry : XX/XX/2021 Previous Address ( es ) : XXXX XXXX XXXX XXXX XXXX XXXX MO XXXX
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| 04/21/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
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Web |
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I recently received my Annual Escrow Account Disclosure Statement in the mail and noticed that their is a 100 % increase in the PMI insurance that the institution is going to charge. This even though the LTV is at 81.7 % and I 've NEVER been late on a payment. I called the Customer Service number on the statement for an explanation on why there was going to be a 100 % increase in the PMI insurance but they advised they could n't help me that I 'd either have to fax or email a request to PMI department. I asked if there was a telephone number that I could call to ask this question and they said NO it had to be faxed or emaile d. WOW. I proceeded to send an email but they have n't responded to my request for an explanation for the 100 % PMI increase so I 'm now filing a complain against them
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| 05/17/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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In XX/XX/2021, the company electronically withdrew 2 payments ( {$4500.00} ) directly from my bank account, but credited only one payment ( {$2300.00} ) to me. It has been over 90 days since. I spent several hours on the phone with their representatives, who are only able to take messages, or report back to me the ( non ) status, none of them are able to actually issue the refund themselves. I escalated the issue all the way to their main complaint line who first asked for an additional 30 days to investigate. They have now gone past 30 days, the latest is they can only offer an indefinite ETA which to me means they have eaten up my money. As a customer, it is unacceptable that a mortgage company have accounting systems so poor that it should take over 90 days to trace customers funds.
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| 07/26/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Highlands Mortgage Servicing department is refusing to remove escrow from my loan. Highlands uses misinformation and unethical delay tactics to continue to deny the removal of escrow from my loan XXXX.
I have given them signed written and verbal instructions to remove escrow from my loan, yet they continue to deny the removal.
Highlands even lied on CFPB complaint XXXX saying that my loan was transferred to another servicer when the loan I am asking about is serviced directly by highlands.
I have had written correspondence with : XXXX XXXX XXXX XXXX XXXX XXXX I have also called XXXX XXXX about this matter as well.
All correspondence goes nowhere - Highlands is needlessly delaying the removal of escrow from my loan.
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| 12/22/2021 |
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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My husband and I were promised a {$1000.00} lender credit which we did not receive per the closing documents. They have tried to say that we got it in other ways which they have yet to prove. Such as a point buydown, it clearly states on our documents that we paid for that buydown.
My husband and I have requested documents on which program they put us through because we believe that they one they are saying we are in we are over qualified for, AND that the one we are actually in might come back to bite us should we choose to do something different with our home in the future.
We have asked several times now for proof and our complete file and have yet to receive it.
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| 07/24/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have given Highlands residential mortgage servicing both verbal and written instruction to remove escrow from my loan. They continue to use delay tactics asking me to send in signed physical documents. I did not agree to a requirement of sending a signed physical copy to remove escrow during the signing of my loan origination documents. I've already given them written notice and instruction to remove the escrow.
Every month delayed is a month denied.
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| 01/07/2017 |
Yes |
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- Loan servicing, payments, escrow account
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Web |
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I took out this montage in XXXX XXXX and paid it off with the sale of the property in XXXX XXXX. When I try to get back into my online account to change my address so that the Tax documents will get to the correct address it tells me I no longer have access to the account. I just logged in early XXXX. When I call customer service they say the loan can not be found and asked me to provide my social security via email.
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| 02/01/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Postal mail |
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| 12/20/2021 |
Yes |
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- Trouble during payment process
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Phone |
Servicemember |
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| 12/09/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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| 07/25/2021 |
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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| 03/18/2021 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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| 01/09/2018 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Postal mail |
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| 05/02/2014 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Application, originator, mortgage broker
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Phone |
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| 02/26/2014 |
Yes |
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- Application, originator, mortgage broker
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Web |
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| 11/17/2013 |
Yes |
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- Application, originator, mortgage broker
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Web |
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