ComplaintsforClick n' Close Title, LLC

• Initial Complaint

  09/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have ********************************************* for my mortgage collection, I've been mailing my payments by money order on time since I purchased my home. Receipts are kept and every ***** is accounted for. For the past 6 months or so I've been getting late charges and increases to my bill with no explanation, I've called numerous times over the span of that 6 months and have had arguments with customer ********************** about getting my bill corrected. Assured by then that this was going to get fixed and yet the next bill comes in and it's the same thing. Now I've gotten a letter stating that my account is delinquent and that it's going on my credit report for missing payments, I called... Again! And was made aware or the company mistake saying they got the payment on a certain date but it didn't post that payment for 2 weeks? I've asked to have this corrected and have asked for a manager to call me to rectify this situation and have yet to be called back that was 3 weeks ago. Now my credit report reflects ********************************************* mistake and has been reported that I am delinquent. My payments are tracked and I know the company has received these payments. Yet the errors keep continuing, 2 and a half years of me paying the same way and all of a sudden. I've been told by their collection department it takes the mail weeks to get there from **, but it takes 2 days to receive a delinquent letter printed 3 days prior? Unprofessional, discourteous to their customers and completely incompetent when it comes to customer **********************.

  Business response

  09/27/2024

  To ******* ********,
  

  Thank you for reaching out and for your continued patience as we work to resolve your concerns. We sincerely apologize for the frustration and inconvenience this situation has caused.
   
  After thoroughly reviewing your account and payment history, we have identified the discrepancy with your August 2024 payment. While $530.00 was initially posted on 08/12/2024, we have since located the additional $500.00 payment through communication with our bank. This payment has now been correctly applied to your account, with an effective date of 08/12/2024, to ensure it reflects as on-time.
   
  We understand that this error has resulted in late fees and an incorrect delinquency report to the credit bureaus. Please rest assured, we are updating your account and will submit a correction to the credit bureaus with our next reporting cycle on 10/10/2024. The negative credit reporting will be addressed and removed.
   
  In addition, we are actively working with our payment processing teams and our bank to ensure that this issue does not reoccur. We understand the importance of accuracy in handling your payments and regret the repeated inconvenience.
   
  We also wanted to inform you that a Customer ********************** Manager attempted to contact you on 09/04/2024 but was unable to reach you. We apologize for any miscommunication and would like to schedule a time that is convenient for you to speak with a manager directly. Please let us know your availability, or feel free to contact our Customer ********************** Manager at ************. Additionally, if you would prefer, you may reach out to our ******************** at ***************************************************************.
   
  We truly appreciate your business and are committed to resolving this matter for you.

   

  Thank you,
  
  Customer **********************
  ***************************************************************************************************************** 
  Click n' Close, Inc,   NMLS#******
  PO Box 2229
  *****************-2229
  Click n' Close, Inc Ph: **************
  1st Tribal Lending Ph: **************
  Customer ********************** Fax: ************
  Access your account 24/7 at ****************************** or *****************************.  
  9830
  
  
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector, and any information obtained may be used for that purpose."
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the **** Code, this statement is for compliance and/or informational purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, Mid America Mortgage, Inc. retains rights under its security instrument, including the right to foreclose its lien.
  
  This email message and any attachments are intended solely for the use of the addressee. If you are not the intended recipient, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply email and immediately delete this message from your system.
  
  This message and any attachments may contain information that is confidential, privileged or exempt from disclosure. Delivery of this message to any person other than the intended recipient is not intended to waive any right or privilege. Message transmission is not guaranteed to be secure or free of software viruses.
  
  

   

• Initial Complaint

  08/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My mortgage company/escrow holder, sent me the attached bill. Not just the $2349 but also simultaneously raising my monthly payments by $50/month. They have raised my payments before but not to this extent. My taxes have not gone up, nor my insurance premium. Have contacted the *** by phone- sorry technical difficulties. Check website. Wrote them on said website no reply. At 81 this business intimidates me. I cannot deny legitimate charges and gladly pay. This bill is over the top with no explanation that makes sense to me. I would welcome any help you may offer.sincerely *******************************

  Business response

  08/21/2024

  Dear *******************************,
  We are in receipt of the complaint submitted through the Better Business Bureau (BBB)Portal on August 7, 2024. We appreciate the opportunity to be of assistance.
  
  Thank you for reaching out to us regarding the recent changes to your mortgage payment and the associated escrow account. We understand that this situation may feel overwhelming, and we appreciate the opportunity to provide clarity.
  
  After a thorough review of your escrow account and the recent Annual Escrow Account Disclosure Statement completed on July 16, 2024, we identified a projected negative balance of -$1,976.92, effective September 2024. This negative balance was a key factor contributing to the current escrow shortage of -$2,349.31,which subsequently led to the increase in your monthly mortgage payment.
  
  To further explain, on page 2 of the Escrow Statement, under Table 2 (Escrow Activity History), it is noted that we originally projected your tax installments to be $488.66 each. However, the actual tax installments were $407.92. Additionally,while we projected the homeowners insurance premium to be $671.00 in September 2023, an escrow disbursement was made to ***************** on September ******, in the amount of $995.00 for the coverage period from September 23, 2023,to September 23, 2024. Shortly thereafter, on September 8 *****, another disbursement was made to USAA for the coverage period from September 1, 2023,to September 1, 2024.
  
  This resulted in a total of $2,143.35 being disbursed from your escrow account in 2023, whereas we had anticipated only $671.00. Typically, only one homeowner's insurance policy should be disbursed per year. If you have switched insurance providers, we recommend obtaining a refund from ***************** for the cancelled policy and depositing that amount back into your escrow account.
  
  We also acknowledge receiving a payment of $2,349.31 on August 13, 2024, which satisfied the escrow shortage. Your monthly mortgage payment has now been adjusted to $727.23. Although the escrow shortage has been resolved, the increase in your payment is primarily due to the rise in your homeowners insurance premium, which has gone from $671.00 annually (approximately $55.91 monthly) to $1,418.35 annually (approximately $118.19 monthly). This adjustment alone accounts for the $62.28 increase in your monthly payment.
  
  At this time, no further action is required on your part. However, we fully understand that navigating these matters can be daunting, especially when the information presented feels complex or overwhelming. We want to assure you that we are here to support you every step of the way.
  
  If you have any questions or require further clarification, please do not hesitate to contact our Customer ********************** Department at ************. Our offices are open from 8:30 AM - 6:00 PM Central Time (**). Our dedicated team is available to provide assistance, answer any questions you may have, and help you fully understand the details of your escrow account and ********************** payment.
  
  We sincerely appreciate your patience and understanding as we work through this matter together. Your satisfaction and peace of mind are of utmost importance to us,and we are committed to providing the assistance you need to feel confident in your mortgage services.
  
  Thank you for your continued trust in our company. We look forward to continuing to serve you.
  
  Thank you,
  
  
  
  
  
  
  Customer ***************************
  *****************************************************************************************************************
  ******************************************, **** NMLS#******
  PO Box 2229
  ****************-2229
  Click nClose, **** Ph: **************
  1st Tribal Lending Ph: **************
  Customer ********************** Fax: ************
  Access your account 24/7 at www.clicknclose.com or www.1tribal.com.  
  9873
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector and any information obtained may be used for that purpose."
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the **** Code,this statement is for compliance and/or informational
  purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, Click n Close, **** retains rights under its security instrument, including the right to foreclose its lien.
  
  This email message and any attachments are intended solely for the use of the addressee.If you are not the intended recipient, you are prohibited from reading,disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply email and immediately delete this message from your system.
  This message and any attachments may contain information that is confidential,privileged or exempt from disclosure. Delivery of this message to any person other than the intended recipient is not intended to waive any right or privilege. Message transmission is not guaranteed to be secure or free of software viruses

  Customer response

  08/21/2024

  I have reviewed the business response and accept this resolution. I appreciate the help given to me by the better business bureau. Without you it's a grim world out there. Thanking Click & Close for their laying it out for me. Thanks to all I can go back to getting old.  Sincerely. *******

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This Company instists that they put the customers first (according to their phone answering system). But They do not. On February 20th I received a letter from ******************************************* Dated 2-12-24stating it was a second and final notice needing a copy of my Condo Association's Master Policy. I never received the first request. But I promptly submitted a copy of my Condo associations Master Policy and uploadeded on their website along with My Condo company did the same thing on 2-21-24. On 3-16-24 I received a letter from this company stating They were placing a Policy on my behalf with Integon National Insurnace Company. I promplty called on 3-16-24 and spoke with their insurance center and was advised that this policy was cancelled on 3-12-24 and I should have received a different letter stating this information. Then on 4-13-24 I received a letter From Click and Close again Which was an Annual Escrow Account Disclosure Statment stating that my Morgtage would be increasing over $300.00 because of a $1243.01 Condo Master Policy charge because they are claiming that I have not submitted the proper documentation, I have asked them to remove this charge and to refund the $1243.01 and they are still insting that my documentation has not been submitted. I have spent countless hours calling and waiting on hold and when I finally get someone no one in your office wants to resolve my problem, they only want to transfer me to different departments. If I had known that all this was involved when I refinanced I would have NEVER CHOSE THIS COMPANY. These practices are fradulent and not consumer friendly. This company does not care about their consumers. Please do not use them.

  Business response

  04/26/2024

  Dear ***************************,
  
  We are in receipt of the complaint submitted through the Better Business Bureau (BBB) Portal on April 17, 2024. We appreciate the opportunity to be of assistance.
  
  Thank you for reaching out regarding the recent adjustments to your mortgage payment and the forced placed insurance on your account. We understand the importance of clarity and transparency in managing your financial obligations, and we sincerely apologize for any inconvenience this situation may have caused.
  
  Upon reviewing your account, we confirmed that a forced placed insurance policy from USAA General Indemnity Company was indeed implemented due to a discrepancy in the property address, specifically the unit number for your property was not included on the policy. This policy was effective from 07/01/23 to 07/01/24. However, we have since received proof of coverage from your ********************************** (HOA) Master Policy in April 2024,prompting us to refund the amount disbursed for the forced placed insurance back into your escrow account. This refund, totaling $1,243.00, was processed on April 22, 2024.
  
  In light of these adjustments, an escrow analysis was conducted on April 24, 2024, to ensure accurate billing moving forward. As a result, your new escrow analysis statement will be generated and mailed to you within 7-10 business days. According to the analysis, there is an escrow shortage of $430.88, which has been factored into your new monthly mortgage payment. Your revised payment, inclusive of the escrow shortage, is now $787.34 effective June 01, 2024.
  
  We genuinely appreciate your patience and understanding throughout this process. Your satisfaction is of the utmost importance to us, and we are committed to providing you with the highest level of service. Should you require any further assistance or have additional concerns, please do not hesitate to contact our Complaints Inbox at ********************************************************** You may also contact our Customer ********************** Department for additional assistance at ************. Our offices are open from 8:30 AM - 6:00 PM Central Time (**). We are here to help and ensure that your mortgage experience remains as smooth and hassle-free as possible.
  
  .
  
  
  
  Thank you,
  
  Customer ******************************************************************************************************************************************************************************************* **** NMLS#******
  PO ********************************************************************************** **** Ph: **************
  1st Tribal Lending Ph: **************
  Customer ********************** Fax: ************
  Access your account 24/7 at www.clicknclose.com or www.1tribal.com.  
  9873
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector and any information obtained may be used for that purpose."
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the U.S. Code,this statement is for compliance and/or informational
  
  
  purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, Click nClose, **** retains rights under its security instrument, including the right to foreclose its lien.
  
  This email message and any attachments are intended solely for the use of the addressee.If you are not the intended recipient, you are prohibited from reading,disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply email and immediately delete this message from your system.
  This message and any attachments may contain information that is confidential,privileged or exempt from disclosure. Delivery of this message to any person other than the intended recipient is not intended to waive any right or privilege. Message transmission is not guaranteed to be secure or free of software viruses.
  

  Customer response

  05/03/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Click n' Close Title, LLC, my mortgage servicer is unprofessional, difficult to work with, and I servicer I recommend you don't work ************************************************* mandates my condo carries a certain level of insurance and automatically places hazard insurance if they cannot prove my condo's policy meets their requirements. While many mortgage services will preemptively call condo owners or condo management companies, ******************************************** Title, sends increasingly threatening letters and makes condo owners manage the process on their own.Twice a year, ******************************************** flags my condo insurance as not meeting their requirements. This happens seemingly arbitrarily. When my account is flagged, I spend hours working with ******************************************** and their Insurance Service Center to get them my condo's master insurance policy. In the best case, they accept my documents. In other cases, their Insurance Service Center loses the documents, asks me to re-send, sends more letters, and goes ahead and places hazard insurance on my account.This is confusing, unprofessional, and ridiculous behavior my a mortgage servicer. In the time and energy they put into fielding my phone calls to them and their ***************** they could spend 5 minutes looking up the policies I have repeatedly sent them.******************************************** will probably respond to this complaint that their Insurance Service Center has talked with me and that I can call their customer ********************** department. They won't mention that they have repeatedly lost my paperwork AND that I've spent hours trying to reach their customer ********************** department - often without getting through to an agent.

  Business response

  03/20/2024

  Dear ***********************,
  
  We are in receipt of your complaint submitted through the Better Business Bureau (BBB) on March 11, 2024. With respect to the misunderstanding you detailed in your inquiry, we recognize that we may not have been sufficiently clear in our prior communications and appreciate the opportunity to clarify the matter.  
  
  Please be advised that a lender-placed policy was placed on your loan due to the absence of documented proof of insurance for the home loan. As outlined in the loan agreements, it is imperative to uphold sufficient hazard insurance coverage, with ******************************************* necessitating satisfactory evidence of this coverage. This requirement is implemented as a precautionary measure to protect both your interests and ******************************************* in the property, ensuring continuous and adequate coverage against any potential damages. The initial policy submitted did not have sufficient coverage.
  
  Correspondence was sent to inform you about the expiry, cancellation, or non-renewal of the previous policy and requested that you or your insurance agent furnish evidence of the existing policy to prevent us from obtaining coverage. Upon receiving the appropriate evidence, is when we would terminate the lender-placed coverage and reimburse the unearned portion of the premium. Our records indicate that you spoke with an insurance agent on February 26, 2024, concerning the insurance. On March 11, 2024, we received the declarations page for Great American Insurance, and we requested to remove the lender-placed policy, issue a refund if needed, and analyze the escrow account. 
  
  We apologize for the difficulties you may have encountered when reaching our Customer ********************** Department. *******************************************, **** is committed to providing great customer **********************. Should you have any questions or concerns, please contact us at ************. Our offices are open Monday through Friday from 8:30 AM to 6:00 PM Central Time (CT).
  
  Thank you,
  
  Customer **********************
  ************************************************************************************************************
  Mid America Mortgage, Inc.   NMLS#******
  PO Box 2229
  *******, ** 75001-2229
  Mid America Mortgage Ph: **************
  1st Tribal Lending Ph: **************
  Customer ********************** Fax: ************
  Access your account 24/7 at www.midamericamortgage.com or www.1tribal.com.  
  9830
  
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector, and any information obtained may be used for that purpose."
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the U.S. Code, this statement is for compliance and/or informational purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, Mid America Mortgage, Inc. retains rights under its security instrument, including the right to foreclose its lien.
  
  This email message and any attachments are intended solely for the use of the addressee. If you are not the intended recipient, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply email and immediately delete this message from your system.
  This message and any attachments may contain information that is confidential, privileged or exempt from disclosure. Delivery of this message to any person other than the intended recipient is not intended to waive any right or privilege. Message transmission is not guaranteed to be secure or free of software viruses.
  
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Your representative totally unprofessional. During the entire transaction I had to keep asking the representative to repeat the information because of the loud crying of a baby. I have never had this kind of poor representative at a business. I finally called get another representative and got the information I needed.

  Business response

  03/11/2024

  Dear *******************,
  
  We are in receipt of your complaint submitted through the Better Business Bureau (BBB) on February 04, 2024. We appreciate the opportunity to be of assistance.
  
  We understand that the level of service we provided did not meet your expectations. We want to provide you with the level of service you expect and deserve. We assure you that senior management is aware of your experience and that we view your feedback as an opportunity to evaluate and improve the service we provide to all ************************************************************** **** is committed to providing great customer **********************. Should you have any questions or concerns, please contact us at ************. Our offices are open from 8:30 AM - 6:00 PM Central Time (CT).
  
  
  Thank you,
  
  Customer **********************
  *****************************************************************************************************************
  **********************   NMLS#******
  PO Box 2229
  *******, ** 75001-2229
  Mid America Mortgage Ph: **************
  1st Tribal Lending Ph: **************
  Customer ********************** Fax: ************
  Access your account 24/7 at www.midamericamortgage.com or www.1tribal.com.  
  9830
  
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector, and any information obtained may be used for that purpose."
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the U.S. Code, this statement is for compliance and/or informational purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, Mid America Mortgage, Inc. retains rights under its security instrument, including the right to foreclose its lien.
  
  This email message and any attachments are intended solely for the use of the addressee. If you are not the intended recipient, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply email and immediately delete this message from your system.
  This message and any attachments may contain information that is confidential, privileged or exempt from disclosure. Delivery of this message to any person other than the intended recipient is not intended to waive any right or privilege. Message transmission is not guaranteed to be secure or free of software viruses.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Incompetent company when it comes to making sure premiums are paid on time and for the correct amount for hazard insurance causing me the client who pays my mortgage in good faith monthly have to jump through hoops for something they are supposed to do. Then find out on top of that they jacked my monthly payment up ****** for next month on a fixed rate mortgage so who knows what that is for. Would never do business with them again.

  Customer response

  01/10/2024

  I have been trying to get them to answer a simple question regarding whether they ever fixed my hazard insurance and since I filed the complaint their only response is it will be answered in the complaint. I work hard for what I have and all I want is to pay my rightful bills without having to worry that my mortgage company can't handle a simple escrow account and pay the invoice correctly in a timely manner. I didn't ask for it to be included in my mortgage they said it had to be

  included so the least they could do is get it correct.

  Business response

  01/17/2024

  Dear *****************************,
  
  We are in receipt of your correspondence submitted through the Better Business Bureau (BBB) Portal on January 04, ****. We appreciate the opportunity to be of assistance. 
  
  Our records indicate that the remaining $26.40 was disbursed from your escrow to complete the flood insurance premium on January 05, ****. Please be advised that an escrow analysis was conducted on January 05, ****. Your previous payment amount was $506.30, which included your principal and interest of $427.49, your escrow amount of $71.98, and a shortage amount of $6.83. Your new payment amount is $577.28, which includes your principal and interest of $427.49, your escrow of $74.18, and the shortage amount of $75.61. 
  
  In November ****, your escrow account will be negative $759.00. You are required to have $148.36 in your account as a cushion. Due to the anticipation of escrow going negative, that is causing the shortage amount of $907.36. In order to keep your account from going negative, we have the shortage amount of $907.36 divided by 12 which equals $75.61. If you are able to pay the shortage in full it lowers your monthly payment to $501.67 because your account is no longer anticipated to be negative. The $501.67 is your principal and interest of $427.49 plus your escrow payment of $74.18 without the shortage amount of $75.61. Please reference the attached Annual Escrow Account Disclosure Statement for further details. 
  
  We understand that the level of service we provided did not meet your expectations. We want to provide you with the level of service you expect and deserve. We assure you that senior management is aware of your experience and that we view your feedback as an opportunity to evaluate and improve the service we provide to all ************************************************************** **** is committed to providing great customer **********************. Should you have any questions or concerns, please contact us at ************. Our offices are open from 8:30 AM - 6:00 PM Central Time (CT).
  

  
  Thank you,
  
  Customer **********************
  *****************************************************************************************************************
  **********************   NMLS#******
  PO Box 2229
  *******, ** 75001-2229
  Mid America Mortgage Ph: **************
  1st Tribal Lending Ph: **************
  Customer ********************** Fax: ************
  
  
  
  
  Access your account 24/7 at www.midamericamortgage.com or www.1tribal.com.  
  9830
  
  
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector, and any information obtained may be used for that purpose."
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the U.S. Code, this statement is for compliance and/or informational purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, Mid America Mortgage, Inc. retains rights under its security instrument, including the right to foreclose its lien.
  
  This email message and any attachments are intended solely for the use of the addressee. If you are not the intended recipient, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply email and immediately delete this message from your system.
  This message and any attachments may contain information that is confidential, privileged or exempt from disclosure. Delivery of this message to any person other than the intended recipient is not intended to waive any right or privilege. Message transmission is not guaranteed to be secure or free of software viruses.
  

  
  

• Initial Complaint

  12/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a escrow analysis for **** in Sept of this year. notifying me that my mortgage payment was going to increasing effective December of 2023 by about ****** a month. I contacted the mortgage company and they said it was because of my homeowners insurance policy. They sent a bill for ***** which is an increase from the previous year. I told them I was cancelling it and would sent them my new insurance information. Note, my insurance from the previous year was ****. I found a new company that decreased my yearly insurance premium to around **** so my payments should have went down a lot from the previous year. I submitted the new insurance information to my mortgage company in October 2023 BEFORE the new mortgage amount kicked in December. I got a new escrow analysis this week that is dated 11/28 surprisingly my payments only went down ***** but my new insurance policy is approximately ****** a month cheaper than the previous year. I have tried to call and discuss this over the phone with the agents and I've made no progress. I was told it's always based on the year BEFORE. But my bill for **** is **** less! Also, they paid out the **** to the other insurance company. I sent them my refund and confirmed it was posted so that is not the issue. I am asking that this issue be corrected. My payment should reflect the bill received for the insurance for **** not the cost of my old policy from 2023.

  Business response

  12/27/2023

  December 22,2023
  
  *****************************
  ****************************
  *************, ** 73162
  
  Re: BBB Complaint Number: 21007003
                    Loan Number: 1002203670
                    Property Address: *******************************************************************
  
  Dear *****************************, 
  
  We are in receipt of your correspondence through the Better Business Bureau (BBB) on December 14, 2023. We appreciate the opportunity to be of assistance.    
  
  We recognize the concern you expressed regarding an increase to your mortgage payment due to an escrow shortage. We understand that you were dissatisfied with our prior responses regarding this matter. We assure you that our customer advocates conducted a thorough review of your account and individually composed the responses.
  
   Our records indicate starting with the first Annual Escrow Account Disclosure Statement (Escrow Statement), conducted by 1st Tribal Lending dated January 15, 2021, with an effective date of March 01, 2021,your monthly mortgage payment was $1,630.99. This payment included your principal and interest payment of $1,085.49, your escrow amount of $544.07, and the shortage amount of $1.43. The escrow portion of your payment is broken down from the amounts we anticipate for the next 12 months from the effective date. The projected escrow shortage at that time was $17.27, this amount divided by 12 months is $1.43. The analysis projected the homeowners insurance in October of 2021 to be $2,964.00. $2,964.00 divided by 12 months is $247.00. The county taxes were projected to be $2,983.59 in December of 2021, divide this amount by 12 months and it was $248.63 monthly. The monthly mortgage insurance premium (***) was projected at ***** monthly. The monthly amounts in total makeup the escrow portion of the payment of $544.07. The homeowners insurance payment was disbursed September 01, 2021, in the amount of $3,908.00. The county tax payment was disbursed December 21, 2021, in the amount of $3,090.59. When the Escrow Analysis was conducted April 25, 2022, it captured the increased insurance and tax disbursements that occurred in 2021.
  
  Please see the attached Escrow Statement effective July 01, 2022. Your monthly mortgage payment at that time was $1,863.12, which included your principal and interest payment of $1,085.49, your escrow of $631.65, the shortage amount of $145.98 and the *** at $*****. The projected shortage per the Escrow Statement was $1,751.82. When your escrow analysis is conducted you are provided with the option to allow the escrow shortage to be spread out over a period of 12 months and included with your mortgage payment or you may choose to pay the shortage in full. If your shortage was paid if full prior to July of 2022, your mortgage payment would have been $1,717.14. The projected year anticipated for the homeowners insurance to be $3,908.00 in October of 2022 and the county taxes to be $3,090.59 in December of 2022. The projections were based off the last homeowners insurance and county tax payments that disbursed from the escrow account. The homeowners insurance was disbursed from the escrow account on October 3, 2022, in the amount of $5,421.00. This means that $1,513.00 disbursed from the escrow account unanticipated, because of the increased insurance payment. The tax payment disbursed December 12, 2022, in the amount of $3,217.67. This means that $127.08 disbursed from the escrow account unanticipated due to the county taxes increasing. Escrow shortages occur when the actual escrow disbursement is higher than the projected amount.
  
  The attached Escrow Statement completed September 29, 2023, captured the increased insurance and tax payments disbursed in 2022. Effective December 01, 2023, the mortgage payment increased to $2,138.55. This payment consisted of principal and interest in the amount of $1,085.49, your escrow amount of $768.32, the shortage of $284.74 and the *** of $*****. The projected shortage was $3,416.96.If the shortage was paid in full according to the Escrow Statement your mortgage payment would have been $1,853.81. The escrow portion of the mortgage payment was based off the county tax payment projection of $3,217.67, the homeowners insurance payment of $5,421.00 and the monthly *** of $***** disbursed in 2022.
  
  A homeowners insurance payment was disbursed to American ************************ on October 3, 2023, in the amount of $6,677.00. Our records indicate that this payment was refunded to you, and you applied it back into your escrow account on November 15, 2023. This insurance disbursement did not impact the shortage because it was fully refunded. Therefore, there was no change in your mortgage payment from this. Your current insurance with State Farm was disbursed from your escrow account on November 01, 2023, in the amount of $3,674.00.Due to the change in your insurance another escrow analysis was conducted on November 28, 2023. Please see the attached updated Escrow Statement effective December 01, 2023. Your current monthly mortgage payment is $1,826.76, this consists of principal and interest in the amount of $1085.49, your escrow amount of $622.74, the shortage amount of $118.53, and the *** of $*****. The projected shortage amount is currently $1,422.38. If you decide to pay the current shortage in full your monthly mortgage payment would be $1,708.23. The escrow portion of the payment is based off the county tax payment at $3,217.67 and the current homeowners insurance policy with State Farm at $3,674.00. 
  
  Please compare the last two Escrow Statements. These statements capture the difference in payment after the decreased insurance policy was updated. The escrow shortage with the insurance at $5,421.00, was projected to be $3,416.96. The mortgage payment including the shortage was $2,138.55. If the escrow shortage was paid in full the mortgage payment would have been $1,853.81. The current analysis has a projected shortage of $1,422.38. Your current mortgage payment including the shortage is $1,826.76. If you decide to pay the escrow in full,your monthly payment would be $1,708.23. Comparing the mortgage payments that include the escrow shortage, before the payment was $2,138.55, the current payment is $1,826.76. Your mortgage payment decreased by $311.79 due to the change in insurance. While this may not be the response you were hoping for, we trust that we have addressed your concerns.   
  
  
  We value the relationship you have maintained with us and appreciate this opportunity to be of assistance.
  
  
  
  
  If you have any further questions or concerns, please contact our ***************** at ********************************** You may also email your inquiry to our Customer ********************** Department at ******************************************************** or contact us by phone at ************.
  
  Thank you,
  Customer **********************
  ********************************************************
  
  
  
  ******************************************** ***.   NMLS#******
  PO Box 2229
  *******, ** 75001-2229
  Click nClose, *** Ph: **************
  1st Tribal Lending Ph: **************
  Customer ********************** Fax: ************
  Access your account 24/7 at www.clicknclose.com or www.1tribal.com.  
  9873
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector and any information obtained may be used for that purpose."
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the U.S. Code,this statement is for compliance and/or informational purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, ******************************************** ***. retains rights under its security instrument, including the right to foreclose its lien.
  
  This email message and any attachments are intended solely for the use of the addressee. If you are not the intended recipient, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply email and immediately delete this message from your system.
  This message and any attachments may contain information that is confidential, privileged or exempt from disclosure. Delivery of this message to any person other than the intended recipient is not intended to waive any right or privilege. Message transmission is not guaranteed to be secure or free of software viruses.
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 8/4/23 we incurred and insurance loss on our property with which we have a mortgage with ******************************************** On October 12th 2023 we settled the insurance claim to collect the money needed to repair the house. We promptly received the first check from our insurance company which was required to be sent to ******************************************* for endorsement so that we could deposit the check in our account to pay our general contractor to being repairs. I shipped the check via next day air with all required paperwork to The ******************************************* loss draft department the 3rd week of October. I was initially told once they received the check it would be 5-7 business days until they would have a check endorsed and sent to me. It took them 15 business days to review and then send me the check. I received the check by 11-15-23. After cashing the check we received a 2nd check from our insurance company to cover the contractor profit & overhead portion of our claim which is money used to cover the contractor labor associated with the repairs on the property. I promptly overnighted this check to the same address to ******************************************* right around 11-15-23. 3 weeks later we are still waiting for the check to be endorsed and returned to us. I spoke a customer ********************** representative who claims there is no record of a profit and overhead component in the adjusters report our insurance company sent us which we provided to ********************************************** After speaking to our public claim adjuster he promptly highlighted all the sections that show proof of the profit & overhead component & the amount we were suppose to receive. Unfortunately ******************************************* is denying that information exists in our report and they keep dragging their feet with giving us an answer. It seems to me that with all the delays and hold *** I have to assume ******************************************* is holding our claim check to use the funds to turn a profit. Needless to say the claim department comes off as very flakey when speaking to someone! Do not sign a mortgage with this company!

  Business response

  12/15/2023

  Re: *************************

  Complaint ID: ********
  Loan Number: 100233575
  Property Address: ****************************************************;06082
  
  Dear *************************,
  
  We are in receipt of your complaint submitted through the Better Business Bureau (BBB) on December 05, 2023. We appreciate the opportunity to be of assistance.
  
  Our records indicate a claim was initiated on October 24, 2023. A request was made to deposit the claim check for $44,919.56 on October 27, 2023.The Adjusters Report and Repairs Affidavit was received, the initial draw was requested, and the claim check was mailed to ******************************************* on October 30th,2023. On November 03, 2023, the initial disbursement was requested. On November 09, 2023, we were advised that you had an additional claim check for overhead and profit. The insurance did not include overhead and profit in any item nor the summary portion of the Adjusters Report, nor did the claim check, only a letter inserted within the Adjusters Report, with no page numbering, and in small print in the check stub, which is unfortunately, why it was overlooked. A draw was requested for overhead and profit for $9,768.03 on December 05, 2023.Due to investor guidelines, we are unable to release the additional claim funds. We need an inspection to take place to release additional claim funds,but you have not consented to it. Please contact our ********************* at ************** to proceed and for any additional questions.
  
  *******************************************, **** is committed to providing great customer ***************************** you have any questions or concerns, please contact us at ************.Our offices are open from 8:30 AM - 6:00 PM Central Time (**).
  
  Thank you,
  
  Customer **********************
  *****************************************************************************************************************
  **********************   NMLS#******
  PO Box 2229
  *******, ** 75001-2229
  Mid America Mortgage Ph: **************
  1st Tribal Lending Ph: **************
  Customer ********************** Fax: ************
  
  
  
  
  Access your account 24/7 at www.midamericamortgage.com or www.1tribal.com. 
  9830
  
  
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector, and any information obtained may be used for that purpose."
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the U.S. Code,this statement is for compliance and/or informational purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, Mid America Mortgage, Inc. retains rights under its security instrument, including the right to foreclose its lien.
  
  This email message and any attachments are intended solely for the use of the addressee.If you are not the intended recipient, you are prohibited from reading,disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply email and immediately delete this message from your system.
  This message and any attachments may contain information that is confidential, privileged or exempt from disclosure. Delivery of this message to any person other than the intended recipient is not intended to waive any right or privilege. Message transmission is not guaranteed to be secure or free of software viruses.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In **** I purchased my home through a FHA loan to RG mortgage. Moved to *** in 2010. R&G sold my account to a different bank which was not able to contact me (as I was living in *** and again sold the account to a loan ********************** provider in *** . Since 2012 the mortgage has been sold from aone service provider to other, each one increasing my payments or adding special taxes not aplicable for houses in ***********. The new lender called Click&Close again is charging me more than what they should so I requested them copy of the contract to verify the amounts of money they are charging me but they dont send me any evidence of a valid contract. They keep sending me the original contract (Deed document) I signed back when I purchased my home,in ****, and other documents I signed with RG Mortgage but they dont provide me evidence of the amount of money owed at the moment they bought the account for me to confirm why they charge me such a high monthly payment and taxes. They can't charge me that amount as Ive been paying my house for more than 20 years. It doesnt make any sense that 23 years later Im paying more than before. Please help as I believe this company is illegally charging me money unrelated to my home mortgage. I dont believe they even know how much is the remaining balance for that loan (just a few years more) .I have the original title for my house where I signed the contract. They provided me a new title (deed) not signed by my with a different price for the property. But it shows a different mortgage bank, not them. This was when RG Mortgage sold the account to another bank. See documents attached are dated **** (original deed) and 2012 (when RG mortgage sold the account to another bank in ***********. Not to ******************************************* or Midamerica mortgage.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Due to administrative errors made by ******************************************** my credit rating has been damaged. ******************************************* has finally acknowledged the errors, and said they would repair my credit report.I would like to make the BBB aware of the poor administrative practices at ******************************************** over several years, that make their service below average.

  Business response

  08/14/2023

  Dear ****************************************************************************** **** is proud to service the above-referenced mortgage loan. We are in receipt of your complaint submitted through the Better Business Bureau and are happy to provide assistance with this matter.
  
  Our records indicate a request was made to review the account for credit correction for the May 2021, June 2021, and May 2023 mortgage payments. A credit correction was completed on August 2, 2023, and a credit correction letter was emailed to you on August 2, 2023, stating (w)e corrected the reports to show that your payments were received promptly and there are no negative or derogatory marks on the credit history with ******************************************** Attached is a copy of the credit correction letter. 
  
  The correction was submitted to Transunion, Equifax, and Experian. Please note, however, the duration the bureaus take to update their records is outside of our control, and free credit monitoring services may take longer to update the status of your reporting. 
  
  We value your business and appreciate this opportunity to be of assistance. Should you have any questions or concerns, please contact us at ************. Our offices are open from 8:30 AM - 6:00 PM Central Time (**).
  
  Thank you,
  
  Customer **********************
  *****************************************************************************************************************
  **********************   NMLS#******
  PO Box 2229
  *******, ** 75001-2229
  Mid America Mortgage Ph: **************
  1st Tribal Lending Ph: **************
  Customer ********************** Fax: ************
  Access your account 24/7 at www.midamericamortgage.com or www.1tribal.com.   
  9830
  
  "Pursuant to the Fair Debt Collection Practices Act, you are advised that this office may be deemed to be a debt collector, and any information obtained may be used for that purpose."
  
  IMPORTANT BANKRUPTCY NOTICE
  Bankruptcy (if applicable) - To the extent your original obligation was discharged or is subject to an automatic stay of bankruptcy under Title 11 of the U.S. Code, this statement is for compliance and/or informational purposes only and does not constitute an attempt to collect a debt or to impose personal liability for such obligation. However, Mid America Mortgage, Inc. retains rights under its security instrument, including the right to foreclose its lien.
  
  This email message and any attachments are intended solely for the use of the addressee. If you are not the intended recipient, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply email and immediately delete this message from your system.
  This message and any attachments may contain information that is confidential, privileged or exempt from disclosure. Delivery of this message to any person other than the intended recipient is not intended to waive any right or privilege. Message transmission is not guaranteed to be secure or free of software viruses.
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩