| 03/21/2021 |
Yes |
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- Trouble during payment process
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Web |
Older American |
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Subject : Make a Complain to Servive First Mortgage : Date : On XX/XX/XXXX.
I bought a home was financed by FHA through Service First Mortgage Office in XXXX, Texas, in XX/XX/XXXX. The procedured was cleared at the Title Company with a contract 30 years loan and payment plans. After I bought, I have to pay regular monthly payment as required in the contract. Since XX/XX/XXXX, they did not send me a coupon regularly monthly payments, but off and on most arrived late. Some month, was missing coupon or sent to me late. It is a traditional plan payments for everyone of home owner. I am cleared, We must make a plan to pay, even thought you received coupon or not. Monthly payments are My responsibility, I still have to send my mothly payments each month as required you to send me a coupon or not. But I also concerned about my account. It seemed they sold to other company name : XXXX. This company name, I was not awared of it. It was unkonwn to me. After XXXX took over my mortgage account, it was mass up quickly. They Keep complaining me for two years over and over not receeived the monthly payments.I did pay up to date. For exameple, in XX/XX/XXXX and XXXX XXXX, they said that I did not send the payments. ( They complain did not receive the payments ) .They requested me to pay total collection is {$4400.00} needs to pay by XX/XX/XXXX wich I sent my payments with a coupon payment up to date and cashed my checks, but they keep saying, they still did not receive my payments. They are wrong. Nowday, they sent coupon twice each month, but late by the end of the month. So, I have to cross the old coupon to make a new date to send it to them.
Since XX/XX/XXXX, they were begun to call to collect monthly payments day and night and sent certified letters 3-4 times to collect per week, including loss mitigation from the Department of collection so many times per week and per month. It was a harmful treatened me as customer. They warned to put my home as Hud home. For this treatened, they put me into a bad credit permanently. It was a shameful matter. They were forced information to send to me by sending certified and expressed from the address : Loss Mitigation Department, XXXX XXXX. XXXX XXXX XXXX. XXXX XXXX, IL, XXXX. They did serve their services unpleasure to me as their faithful and high values customer.
My experiences with this company, they are poor management and neglected. They keep doing wrong thing and put me to a bad credit which everyone do not like to have it. They ignored to answer for any of my inquiried and questioned.
My inquiries were made requested to Service First Mortgage so many times, but they were not answered to correct questions. For example, recently inquiried two items, one is on XX/XX/XXXX and two is on XXXX XXXXThese are not got the answer yet. I am so dissapointed.
For example : The collection department was tried to collect me twice to pay on XX/XX/XXXX, check # XXXX, the mount {$1100.00} and XX/XX/XXXX, check # XXXX, the mount {$1100.00}. These without coupon. My questions were not been answered. Other example in XXXX XXXX, check # XXXX, {$1100.00} paid to by Merchant name : XXXX XXXX. In the month of XX/XX/XXXX, paid twice, one was with a check number XXXX and other one was paid by cashier check # XXXX supposed to replace XXXX XXXX, XXXX, check # XXXX for amount {$1100.00} was requesting by XXXX of Service First Mortgage, but they paid for XXXX payment XXXX again. It is double payments in XX/XX/XXXX. I was paid twice on XXXX XXXX payments. All my inquires were no answers correctly. Now they keep asking me to pay for XX/XX/XXXX and XXXX XXXX by XX/XX/XXXX. They were complained not receive my payments which I already paid and cashed my checks and paid it. These are the problems I never got the correct answers to fix it. These services are weak and neglected. The - Complain page 2 history of my regular monthly payments were not missed any payments. The history monthly pauments were actually I was over paid to my mortgage, but the customer services did not respond to client ( me ).
When I received a notice, I called the customer services, staffs seemed not speaking English. Some of those I don't understanding them and they did not know how to explain me what when wrong? My experiences with the Service First Mortgage was three groups to play on my account. 1. Department of collection. This group is not know other services do to my account. Their job is to collect money from client did not pay the mortgage. That is all they know. 2. Customer services. This service is not able to know the history of payments each month by month were receiving each month. 3. Reaserch Center. The research center did research my requested, but not answer the questions. They answered me in different items I do not need to know. For example, Escrow, Taxes and Insurance etc. So, the collection department, customer services and Research Center were always talking behind the mountain. The three will not know who do what? So, the issues were never got solution. That is why tooke for more than two years these people never know how to fix their own mistaken. Other isuues are : 1. I bought home and was finaced by FHA through Service First Mortgage in XXXX, why my mortgage laon office in Chigaco? 2. Why my mortge loan is control by company name XXXX? Why they mass up my loan account? Why they did not know they did wrong? Why they did not faithful to their customer?
The three departments of Service First Mortgage seemed not connected each other just play game to confused client. P.S. My daughter called and I called to complain why the collection department called me day and night to collect payments? The Sevice First Mortgage were always do not answer them. They may fake people. I asked, why are you sending me so many notices by certified mails each week? They answered, oh there were machine genearted it. They said, don't worry. Over all up to now is no fix and got solution.
XXXX XXXX XXXX XXXX
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| 08/14/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
Older American |
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1 ) XX/XX/XXXX - Submitted requested loss mitigation paperwork for loan modification consideration. Due to Covid-19, placed in forbearance program & told to check back at beginning of XXXX.
2 ) XX/XX/XXXX - Told forbearance program would be extended to at least XXXX, & told to check back. I inquired about money in my escrow account from XXXX, but was told I could not access it as long as my account was in arrears.
3 ) XX/XX/XXXX - Told that XXXX was assigned to & working on my folder. LM representative speaking with me was to get back with me the following week, provided there was an update on my folder from XXXX.
4 ) XX/XX/XXXX - I called & was informed I needed to resend the entire information packet.
5 ) XX/XX/XXXX - I called & was told additional information was needed. I explained those documents were in the packet sent on XX/XX/XXXX. Rechecked & found documents.
6 ) XX/XX/XXXX - I called Loss Mitigation & was told that I needed to resend the entire information packet, as the one sent appeared to have been misplaced.
7 ) XX/XX/XXXX - Received call from Loss Mitigation stating they had received the information packet, but yet needed updated bank statements most recent bank statements, showing most current employer direct deposits & a Letter of Hardship. I explained those were the most current deposits, as I had not worked since those deposits, & was not eligible for unemployment compensation. I sent the requested Letter of Hardship.
7a ) I was informed that as a candidate for the loan restructure, I had to complete a 3 month Trial Period Plan, to begin on XX/XX/XXXX. The payments were to be {$1600.00} per month for the next 3 months.
8 ) XX/XX/XXXX - 1st Trial Period check cleared my bank acct.
9 ) XX/XX/XXXX - 2nd Trial Period check cleared my bank acct.
10 ) XX/XX/XXXX - I called LM dept. Explained I had not heard from anyone during this 3 month trial period. I had no paperwork explaining the next phase, when it was to begin, what was to be the amount of the mtg. payment, etc. Was told a supervisor would be contacted & would get back with me within 24-48 hrs. I have yet to receive a call or email from a supervisor.
11 ) XX/XX/XXXX - Inquired about the {$1700.00} payment I had made in XXXX, XXXX, which had cleared my bank on XX/XX/XXXX, but never showed as a mtg. payment on my acct. I was told a portion had been used toward payment of XXXX taxes.
11a ) I was, also, told there was currently {$1500.00} in my suspense acct.
12 ) Unclear of date - I called LM dept. &, again, inquired about the {$1500.00} in my suspense acct. I was told it was still there. I asked if I could use it towards my 3rd & final Trial Period Plan payment, provided I sent in a check for {$76.00}, making up the balance of the {$1600.00} due. I was told I could do that, that the automated ( computer ) system would make an automatic deduction from my acct., once the {$76.00} check had cleared my bank, for the amount due for the final payment. I sent the final coupon, plus {$100.00} to cover, & wrote an explanation explaining on the coupon.
13 ) XX/XX/XXXX - I called to inquire if the 3rd Trial Period payment had been made from the available funds in my acct. I was told both the {$1500.00} & the {$100.00} were in my suspense acct., but the process might take up to 5 business days.
13a ) Also, told that a loan restructure packet had been sent out via XXXX for me to review, sign, & return by XX/XX/XXXX. I told the LM representative I had not received any packet from mtg. company via XXXX or via any other source.
14 ) XX/XX/XXXX - XX/XX/XXXX - Communicated with a LM representative. I had checked with XXXX & was told they only had the label, but was waiting on the packet from the mtg. company, & passed this information on to the representative. Representative told me that contact had been made with the underwriter & that a new packet was being prepared & should arrive during the first days of XXXX.
15a ) I asked representative if they would ask underwriter to move due date of restructured offer from XX/XX/XXXX to, at earliest, XX/XX/XXXX, due to the shortness of time. I was told they would pass on my request.
16 ) XX/XX/XXXX - Received packet via XXXX containing loan modification offer.
16a ) Cover sheet was dated XX/XX/XXXX, & requested signed, notarized documents, as well as, {$1600.00} for 3rd Trial Period Plan payment, returned by XX/XX/XXXX.
16b ) Next page was a sheet dated XX/XX/XXXX, stating I must have met all requirements stated above, with documents in their possession by XX/XX/XXXX, to keep my mortgage from possibly going into collections, then foreclosure, as I would no longer be in the LM program.
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| 12/29/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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Web |
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Unfair, deceptive and abusive practice through coercion and implying the sense of urgency to complete post-Covid Hardship Forbearance Payment Deferral request while awaiting XXXX XXXX XXXX Program funds approval, only to inform me that they will not respond to XXXX XXXX XXXX XXXX request for information because I am no longer eligible due to the coerced Payment Deferral option.
XX/XX/XXXX : My Covid Hardship Forbearance ended, XXXX XXXX XXXX told me that I must pay 1 delinquent payment and the upcoming XX/XX/XXXX payment to meet the requirement to qualify for Payment Deferral. Made the delinquent payment on XX/XX/XXXX.
XX/XX/XXXX : I called back and made the current payment and the Loss Mitigation Rep told me to contact the XXXX XXXX to apply for assistance to pay the past due payments accumulated during Forbearance, and I completed the XXXX online application the same day.
XX/XX/XXXX : XXXX XXXX notified me to contact the Loan Servicer and ask them to respond to them so they can process my XXXX application.
XX/XX/XXXX - XX/XX/XXXX : I contacted the Loan Servicer multiple times regarding responding to the XXXX request.
XX/XX/XXXX : Contacted by the Underwriter stating that she can not process the Payment Deferral Request until I pay the XXXX payment. She said she see that I did apply for the XXXX program, but will continue processing the Payment Deferral request once I make my XXXX payment, just in case I am not approved for XXXX, fall further behind in payments and then have to pay all at once. She said if I do receive the HAF approval, once those funds " kick in '', I can decline the Payment Deferral and it will be cancelled.
XX/XX/XXXX : The Underwriter called back and said my XXXX Payment was short and I had to pay an additional XXXX XXXX in order for her to be able to continue processing the Payment Deferral. I expressed my concern with their delay in responding to XXXX and she reiterated that she was going to continue processing the Payment Deferral request so that I don't fall behind and have to pay a large amount at one time, and if I am approved for XXXX, those funds will be applied and the Payment Deferral will be cancelled.
XX/XX/XXXX : I paid an additional {$50.00} to cover the difference the Underwriter said needed to be paid.
XX/XX/XXXX : I called and XXXX XXXX XXXX stated that they sent my records to the HAF Program and the Deferral Request was still being reviewed and not completed.
XX/XX/XXXX ( date approximate ) : I received a Payment Deferral Agreement with terms that were not previously discussed or explained to me, and dated XX/XX/XXXX with postmark date XX/XX/XXXX.
XX/XX/XXXX : I received my Escrow Analysis that stated my mortgage payment will increase significantly beginning XX/XX/XXXX, and I submitted it to XXXX to be included in my pending application.
XX/XX/XXXX : I checked my HAF application profile online and saw an update to contact my Loan Servicer to respond to their request so they can process my application.
XX/XX/XXXX : I waited 2 weeks before calling because I was previously told by XXXX XXXX that it take awhile for them to respond to XXXX requests. When I called on this day, the Rep told me that she did not see any notes at all that pertain to XXXX and only see notes about the XXXX XXXX. She asked me to hold while she check with her XXXX to ensure that she wasn't missing or overlooking any notes about XXXX. She returned and told me her supervisor said they will not be responding to XXXX because I am only allowed to participate in one XXXX XXXX option and therefore disqualified from participating in the XXXX program. She said that since my mortgage payment is increasing and I can't afford it, they will send me an application to apply for XXXX XXXX assistance and the XXXX program will not be an option available to me.
***Please see the attached written complaint with more specific details of events relating to my complaint
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| 12/31/2018 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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We saw the new home and signed contract on XX/XX/2018 with our XXXX Sales Rep.
We brought our own financing, and was going to use them, until XXXX said if we use their " preferred '' lender, we could save the title policy fee, in the amount of $ 3200+ dollars.
We opted to use XXXX XXXX XXXX ( XXXX preferred lender ) because our Senior Loan officer said he could meet and beat our current financing that we brought, and to save on the title policy. This was a huge mistake, and headache from day 2.
That Tuesday, the XX/XX/2018 someone at XXXX XXXX office sent our confidential info to our current potential mortgage co, contract and all, essentially ending that relationship, should the XXXX XXXX XXXX fall through. Someone from XXXX also told our current mortgage lender, verbally, that we were using a different lender. Our existing finance co emailed us of the disclosure, and said they were shutting down our request for financing.
XXXX XXXX did not answer specific questions about buying down points. We told everyone we were buying down points to the floor ( Sales Rep, Sr Loan officer, Loan Officer Associate, to ensure we could sustain our mortgage, and investment. Despite multiple attempts to get info on the phone, and mainly email. Both contacts skirted our particular questions about buying down points, and the APR over a period of 30 day close process. Our Sr Loan Officer did NOT lock in our rate, and the Fed jumped, causing our " new '' rate to be higher. Despite being told he would meet and beat our rate, and lock in our rate.
When I reached out the day of closing, yet again, asking about buying down points, to the floor, and asking who I make the check out to, and what type of payment was preferred, I was told, if we did, that it would delay closing and have to go back to underwriting delaying our close, which in turn caused a chain of events to unfold. This scared us as consumers, because researching XXXX and XXXX XXXX yielded info that both keep money of customers, if something falls through. We felt trapped either way. ( I was also told by our Sr Loan Officer, that noone keeps their original mortgage, and that we should just REFI in less than 6 months, this ticked me off pretty bad. I don't think our rep can predict our current economic climate, and should not be advising people to take a bad mortgage note, just to refi later. This is how the big bust happened about 10 years ago. ) The service first issues, will cost us money every month, for the life of the mortgage, over 360 payments, 30 years. I would really like this addressed. We were under duress, and told by a few, that we could potentially be in breach of contract if we delay. I have spoke to other homeowners, who faced a very similar situation as us with XXXX XXXX XXXX here in our community. We have all of this in writing, and the files are extensive, over 100 emails.
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| 03/03/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Struggling to pay mortgage
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|
Web |
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XX/XX/XXXX -- Home Purchase Closing and Funded with FHA Loan, TSAHC Down Payment Assistance/MCC. Lender : Service First Mortgage.
XX/XX/XXXX -- Lender call and email stating there was an issue with selling my loan to an Investor due to changing the HUD/FHA - approved calculation used at closing to a different calculation, per the Investor 's request -- causing ineligibility for FHA Loan and Down Payment Assistance.
XX/XX/XXXX -- Received written notice of New Loan Servicer, XXXX XXXX XXXX XXXX XXXX
XX/XX/XXXX -- FHA Loan was closed and I assume Conventional Loan added at that point, which I was not aware of until HUD/FHA verified on XX/XX/XXXX that FHA Loan closed in XX/XX/XXXX.
XX/XX/XXXX -- Submitted online written request for Covid-related Forbearance per website instructions. No response received.
XX/XX/XXXX -- Submitted online written request for 3 items, including requesting a status update of my Forbearance request submitted previously on XX/XX/XXXX. No response received.
XX/XX/XXXX -- received an email from Service First Mortgage requesting a phone call for review of my mortgage to see if I am in the best situation with my mortgage, possibly refinance or lower interest/payments. I formally requested AGAIN for Covid-related Forbearance.
XX/XX/XXXX -- Received Loss Mitigation packet to complete, which contained a full application and requested full income documentation the same as provided for purchasing or refinancing. Contacted HUD for assistance with Covid-related Forbearance and clarification of documentation that have to be provided to qualify for this type of forbearance. I learned at this point that my FHA Loan was cancelled and referred to CFPB for further assistance.
XX/XX/XXXX -- received email response back from Service First Mortgage stating they can not answer my questions regarding Covid-related Forbearance and suggested I contact customer care solutions ( XXXX ), the very same people who have not responded to my previous request for Covid-related Forbearance to date.
I am attaching a more in-depth detail of events and other documentation for review in hopes that you can help me.
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| 07/27/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I have been trying to get a resolution for a modification with my mortgage for over 2 months with no end. Starting XX/XX/XXXX. I tried to call and make a payment with Service First Mortgage. After being denied to make payment I received a letter in the mail Dated for XX/XX/XXXX for a Face to Face Interview. Then another letter Dated XX/XX/XXXX and mailed stamped XX/XX/XXXX for a Notice of Acceleration with no Good Thru Date. When I called Service First they referred me to the Law Firm handling this account. I have spoke since XX/XX/2022 with law firm with a XXXX XXXX on the phone and thru email constantly with them and they were also having a difficult time getting information from Service First. After a month of correspondence with the Law Firm they finally received information and a quote for reinstatement. The Law Firm then told me to go to Loss Mitigation. I requested the packet and explained the situation that I work in the Oilfield and have to electronically sign documents due to the fact I work in areas where printers are not available. Then nowhere on the packet states that a electronic signature is not accepted, but now are saying that certain documents cant be signed electronically. My wife has called daily since XXXX to Service First and constantly gets several different answers from several different people in Loss Mitigation and Foreclosure. Foreclosure department even hung up on her. When she has asked several times to speak to a Supervisor no one calls her back. This is getting ridiculous and I need help. My Loss Mitigation was submitted on XX/XX/2022 with everything requested on application and now they keep giving me the run around. I need help! All I want is to get a modification to keep my home.
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| 09/29/2020 |
Yes |
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- Trouble during payment process
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Web |
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I have been asking for an escrow refund since XX/XX/XXXX. Here are the details : Service First Mortgage issued an Escrow Refund in the amount of {$2900.00} issued on XX/XX/XXXX to XXXX XXXX XXXX, on property located at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, Texas XXXX. My Father, XXXX XXXX XXXX was the sole borrower on the Service First mortgage loan, however I, XXXX XXXX was an authorized user on this account, as well as being named co-owner of the Deed of Trust since XXXX. I currently and legally retain 100 % sole ownership in the property.
I cared for my Father in our home together at XXXX XXXX XXXX XXXX, until he passed away on XX/XX/XXXX. I continued with the mortgage payments until I was financially able to pursue the legal process to have my Father removed from the Deed, and have the property refinanced in my name. Service First was paid in full for this mortgage on XX/XX/XXXX, as a result of being refinanced in my name.
I spoke with the service representatives MULTIPLE times and provided them every single document they could possible need including the following items ; DEATH CERTIFICATE ORIGINAL WARRANTY DEED HEIRSHIP AFFIDAVITS NEW TITLE COMMITMENT SERVICE FIRST PAYOFF STATEMENT FINAL CLOSING STATEMENT PERSONAL IDENTIFICATION They have failed to issue me the refund for escrow overage and it has been a year since this loan was paid in full. I refinanced the home in my name. Please help me get the funds I am due. thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Texas XXXX XXXX
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| 03/12/2023 |
Yes |
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- Trouble during payment process
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|
Web |
Servicemember |
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On XXXX I received my escrow statement from my mortgage company, Service First Mortgage, saying that there was a shortage in my escrow account of {$9100.00} and thus my monthly payment was going to increase to {$2900.00} from the original payment of {$1800.00}. When I contacted the company they said that the vast majority of the increase was due to an increase in school taxes. I contacted several other residents within my neighborhood and within my county and they said that they had no such increase. When I called the company back and spoke with a different person they said the same thing and insisted it was correct and no error had been made. They said that this was my current payment and that no assistance or extensions could be offered. This new payment is obviously an error or everybody else in the area would've had an increase to their school taxes as well and a similar jump in their mortgage payment. Without immediate correction I am going to default on my loan because this has made it unaffordable. I am going to try again to contact the company on Monday, but as it stands I am going to lose my house and destroy my credit. I do have the XXXX XXXX on the house and it was applied for when I bought the house in XXXX.
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| 03/23/2020 |
Yes |
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- Trouble during payment process
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Web |
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I have vehemently protest and demand that Service First Mortgage recalculate their Escrow amount as my monthly payment on a 30 year fixed 4.5 % interest FHA loan went up by over 15 % from {$2200.00} to a ridicules {$2500.00} I have tried to explain to them this is because of a faulty algorithm the company uses. The amount in escrow and payments were due to insurance claims for a replacement roof, not from regular escrow transactions. These were not real escrow overages or shortages, and certainly not worth a {$3600.00} additionally annually. I am willing to pay the overage for the time being, and the extra {$300.00} but it will be applied to the principal not escrow. This needs to be resolved ASAP COVID-19 virus or not. I have sent copies of this inquiry to the Texas Office of the Attorney General and to the CFPD. With my annual Taxes and Home Owners insurance not going up, there is no reason to be increasing my monthly payment by over 15 %.
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| 08/23/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I am filling a complaint due to the illegal activity that has started as of XXXX. Letters dated on letter head then post marked 7 days after then another 3-5 days received. When calling Loss Mitigation a constant run away with documents. Never receive phone calls on which documents are missing. Never a call back from Supervisors. Now a letter of from attorney with a foreclosure date. Taking days to review documents sent in with no indication of the process. I have phone conversations recorded. Emails from attorney. The many times I have submitted applications. I have been hung up on giving the runaround. I am now seeking legal advice. I have submitted many documents from a previous complaint that shows evidence of my diligence on saving our home! From phone records. Recording of conversations and emails.
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| 01/11/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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|
Web |
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In XXXX of 2021 I sold my home and paid off my mortgage with Service First Mortgage. I have been trying to get my escrow disbursement ever since. We have already had to have one check canceled because it never arrived. Servicce First keeps telling us the check is in the mail but we have yet to see it in all of these weeks. Mind you, we have received several other items of correspondence from service first and none of them took more than a week to reach us. Service First refuses to send the check any other way than snail mail. They refuse to put a tracking number on it. I want my money!
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| 12/17/2020 |
Yes |
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- Trouble during payment process
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Web |
Older American, Servicemember |
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Paid loan in full, {$190000.00} with guaranteed funds on XX/XX/20. This info is per their automated information system. Today is XX/XX/20. Escrow funds of nearly {$4000.00} have not been received which is violation of time frame they have to return funds. We were told " the check is in the mail '' when we questioned them on their violation of RESPA.
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| 11/09/2023 |
No |
- Mortgage
- Manufactured home loan
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- Trouble during payment process
- Escrow, taxes, or insurance
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Web |
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| 03/14/2023 |
Yes |
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- Struggling to pay mortgage
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Web |
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| 01/26/2023 |
Yes |
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- Trouble during payment process
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Phone |
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| 01/10/2022 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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| 05/10/2021 |
Yes |
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- Trouble during payment process
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Web |
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| 04/29/2019 |
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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|
| 11/07/2016 |
Yes |
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- Application, originator, mortgage broker
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Referral |
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| 03/09/2016 |
No |
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- Loan modification,collection,foreclosure
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Referral |
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| 03/04/2016 |
No |
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- Loan servicing, payments, escrow account
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Web |
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