| 03/08/2021 |
Yes |
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Web |
Servicemember |
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On XX/XX/XXXX I closed on a VA streamline refinance at my home with a notary. I was contacted by the closing company, Mortgage Connect, on XX/XX/XXXX to inform me they had lost the closing package in their office. They instructed me to contact XXXX XXXX for information about how the error would be resolved.
When I contacted XXXX XXXX on XX/XX/XXXX they confirmed that they were aware of the issue, but it was unprecedented, and it would take some time to resolve. At this time they confirmed my original mortgage had been paid off. No time frame was provided for resolution. No communication was received from XXXX XXXX the following week.
Saturday, XX/XX/XXXX my wife logged into our online portal. It showed our original mortgage had been re-instated, a payment was due, and late fees had been applied. The XXXX XXXX escalation team was able to remove the late fees, but unable to confirm if a payment would need to be made. They assured me I would hear from someone on Monday to clarify and provide additional information.
I received a call Monday from a XXXX XXXX representative, who agreed to call me back at XXXX. I did not receive another call that day. I sent an email to the CEO of XXXXXXXX XXXX that night to ensure he was aware of the unprecedented situation and request his oversight to ensure a swift smooth resolution. I received no communication from XXXX XXXX on XX/XX/XXXX.
I called XXXX XXXX on XX/XX/XXXX. I spoke with a member of the escalations team who assured me I would hear back from the person taking care of the issue by the end of the day. I had not heard back by XXXX, so I called back and was put in touch with XXXX XXXX the exception handling- team lead assigned to my issue. She informed me that a request had been submitted to take care of the mortgage payment in question, but had little information to offer on the process moving forward.
I have not received any documentation of the error, nor have I been provided any clarification or transparency as to how this issue is being resolved other than I will need to close again. I have not received documentation of the loan payment they claim they made on XX/XX/XXXX. It is unclear if they are asking me to close on the same loan, or a new loan. They have scheduled me to close again on XX/XX/XXXX.
I have asked on several occasions for documentation of this unusual situation for my records. To date XXXX XXXX has only provided a letter from Mortgage Connect stating that the closing had to be canceled with no mention of why. I asked for the reason of the cancellation of the closing to be included. I was informed this morning by XXXX XXXX at XXXX XXXX that Mortgage Connect would not provide another statement. Upon contacting Mortgage Connect, they confirmed they are in fact in the process of drafting the requested letter. They did not provide a time frame the documentation would be available.
It would appear this error has been mishandled in many ways. Any oversight your organization can provide in this unusual situation would be appreciated.
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| 07/30/2021 |
Yes |
- Debt collection
- Mortgage debt
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- Written notification about debt
- Didn't receive enough information to verify debt
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Web |
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I, XXXX XXXX, entered a consumer credit transaction on XX/XX/2021 with Mortgage Connect, LP who is utilizing XXXX XXXX Loans to service their " loan ''. A consumer credit transaction in which a finance charge was involved. 15 U.S. Code 1605 defines a finance charge to be the sum of all charges and include insurance, but Mortgage Connect, LP made me purchase insurance separately.
Furthermore, Mortgage Connect, LP, did not disclose all that was supposed to be disclosed to me during the consumer credit transaction including my right of rescission pursuant to 15 U.S. Code 1635 which states When an obligor exercises his right to rescind under subsection ( a ), he is not liable for any finance or other charge, and any security interest given by the obligor, including any such interest arising by operation of law, becomes void upon such a rescission.
Furthermore, pursuant to 15 U.S. Code 1635 ( b ) : within 20 days after receipt of a notice of rescission, the creditor shall return to the obligor any money or property given as earnest money, down payment, or otherwise, and shall take any action necessary or appropriate to reflect the termination of any security interest created under the transaction. If the creditor has delivered any property to the obligor, the obligor may retain possession of it.
Attached below, my rescission notice dated XX/XX/2021.
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| 08/30/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Refund anticipation check
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Web |
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We closed our refinance with XXXX XXXX back in XX/XX/2021. During the loan closing they charged us {$1300.00} tax penalty which we had to pay as part of our closing cost. We submitted to XXXX XXXX County tax for refund in XX/XX/2021 on the tax penalty and received a refund in notice on XX/XX/2021 which was sent to Mortgage Connect the escrow company that closed our loan. When I reached out to Mortgage Connect for the refund of the amount of {$1300.00} they answered my emails and calls after one month saying they have sent the money back to XXXX as per their request. Until today I have not heard back from Mortgage Connect or any one from XXXX regarding my refund of {$1300.00}. They literally are passing the bucket and making me run around for my money.
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| 08/14/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Debt settlement
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- Problem with customer service
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Web |
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| 06/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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