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Review fromKathleen O
Date: 10/23/2024
1 starKathleen O
Date: 10/23/2024
Can't get a payoff amount. Don't return calls or emails. Don't send out the correct paperwork to the lenders so they can approve the payoff amount (despite their automated email stating the lender will receive daily emails until they approve the information). There is no one for our settlement company to call to get this taken care of, and both us (the borrowers) and the lenders have reached out to FCI by phone and email and it's been over a week and we can't get the information required to close. Absolutely abysmal service for essentially the one thing they are supposed to do which is service loans.
FCI Lender Services Inc
Date: 10/24/2024
FCI Lender Services****** (FCI) is the authorized servicing agent acting on behalf of the Lender. On October 24, 2024, FCI received your review through the Better Business Bureau (BBB) website regarding your loan. We have thoroughly reviewed your concerns, and our response is as follows:In your review, you mentioned the following concerns:1.Inability to obtain a payoff quote from FCI.2.FCI failing to send the correct paperwork to the Lender for approval.3.Difficulty in reaching us via phone and email.Regarding these concerns, we would like to address each point.Payoff Quote: In accordance with the Consumer Financial Protection Bureaus (****) website, under Know Your Rights Your mortgage servicer must comply with federal rules, it states: Quick responses when you ask about paying off your loan If you write to ask how much it costs to pay off your mortgage, the servicer generally has seven business days after receiving your request to answer ****** your case, FCI received your authorized third-party's request for a payoff quote on October 16, 2024. In accordance with the **** guidelines, FCI as your servicer, has until the seventh business day after your request to provide a payoff quote to stay within compliance recommendations by the ****, which would have given us until October 25, 2024, to supply your demand. Our records indicate that the approved payoff quote was emailed to your third party as requested on October 23, 2024, at 11:41 a.m. (PT), thus meeting the compliance deadline two days earlier as allowed by the ****.Correspondence with the Lender: As the servicer of your loan, FCI prepared the payoff quote on October 16, 2024, and sent it to the Lender at the email address on file at 8:49 a.m. the same day as your original request. Additionally, a follow-up email was sent to the Lender on October 23, 2024, at 9:19 a.m., and we received a response from the Lender that same day.Communication with FCI: We received your follow-up email on October 22, 2024, and responded the next day at 2:19 p.m. (PT), confirming that the payoff quote had been emailed earlier that day. The FCI computer system documents every incoming and out-going phone call, 24 hours per day. If you would supply your phone number that you called from saying you were unable to reach us, we are able to give you an exact time and date of each of your calls, along with who you spoke with or after-hours messages received, along with length of your conversation and content as all calls are recorded. FCI customer service agents are available by phone at **************, Monday through Friday, from 8:00 a.m. to 5:00 p.m. (PT).In conclusion, your Payoff Demand was received and processed by FCI in a compliant matter. FCI is committed to maintaining the highest standards of regulatory compliance and customer satisfaction. We trust that this response addresses your concerns. Should you have further questions, please contact us during our regular business hours and provide your loan number to expedite the process.Review fromFrank H
Date: 09/12/2024
1 starFrank H
Date: 09/12/2024
We had a loan pay off with FCI-, a huge dollar amount, someone stole my wife's email and told FCI to transfer the $$ to another account, they didn't verify anything over the phone, and transferred the huge dollar amount to the wrong account-now we are out this huge sum, and FCI is taking no responsibility-we have now hired an *****to try and get our funds back!FCI Lender Services Inc
Date: 09/13/2024
We have been in direct communication with our client regarding their significant financial loss and the unfortunate event of their personal computer being hacked, with their email address used to impersonate them as one of our customers. Upon being notified of this breach, we conducted a thorough investigation with our software providers and banks, determining that no breach or system compromise occurred within FCI. The issue stemmed solely from the hacking and unauthorized control of the clients personal computer and email for over three months. We have advised the client to contact the *** for assistance in recovering their funds.Unfortunately, as acknowledged by the client, they did not monitor their bank account, nor does it seem they monitored FCIs emails or FCIs reporting systems during this three-month period. Had they done so, the situation might have been resolved much sooner.The client has requested reimbursement from FCI for their losses. While we sympathize with their situation, FCI followed their verified written instructions without fault. Their issue arose from the breach of their personal computer.Review fromEdward W
Date: 07/10/2024
1 starEdward W
Date: 07/10/2024
Had a loan with a company out of florida then day before closing loan jumps to 13 percent interest and now km dealing with this company first payment was late because of their welcome packet showing up late. I was told the payments due on the first with no ****** Come to find out theres a 10 day ****** And when youre late, not only is there a $200 late fee they put you up to 15% interest on this freaking scam of a loan servicing company! How is this allowed what a joke!!!! between them and the clown that put this Loan together, they definitely are trying to take my home woth all of these insane feesFCI Lender Services Inc
Date: 09/23/2024
FCI does not originate or purchase loans, nor does it hold any ownership interest in the loans it services. FCI acts solely as a subservicer for lenders whose loans are secured by real estate. Therefore, we are unable to address your concerns regarding the origination terms of your loan, as your allegations against FCI are unwarranted. At the time of origination, you personally agreed to the interest rates and payment terms directly with your lender and not with FCI. FCIs Welcome Packet was sent to you as a courtesy for your business purpose loan with your lender. In review of our records, FCI has serviced your loan in accordance with the terms of the Note and Mortgage you agreed to at time you borrowed the money.Review fromDarrah H
Date: 02/15/2024
1 starDarrah H
Date: 02/15/2024
I went into bankruptcy in Feb of 2019. The trustee sent my payments to them for 5 years. Now that my bankruptcy has been closed they are saying they did not get any money because there was not an open account. One person said that he could see it and it was bankruptcy but his supervisor said there was no record of any payments at all. I asked to speak to bankruptcy department because it was a bankruptcy and she-************************* said I was not allowed to speak to them and it would never happen. They are trying to steal my house after I worked so hard to save it. Why would you take over $44000 in payments and cash the checks if you weren't a supposed to collect it!!!!!FCI Lender Services Inc
Date: 09/13/2024
FCI responded privately to the consumer regarding this matter on 2/23/24.FCI Lender Services Inc
Date: 09/23/2024
FCI notified you that as of January 31, 2020, we would no longer be servicing your account, and a servicer or trustee would take responsibility for collecting your payments moving forward. At that time, you were in an active bankruptcy, and on March 31, 2020, the servicer or trustee filed a notice with the bankruptcy court, updating the payment address from FCI to their own new address, for all your future payments. FCI did not receive any payments from you or your Trustee after that date. Your allegations against FCI regarding the mishandling of funds are unwarranted and untrue, as no payments have been made to FCI since 2020. To better understand the distribution of funds during your bankruptcy, we strongly recommend contacting your bankruptcy Trustee or your attorney for a complete accounting.Review fromKristi F
Date: 10/03/2023
1 starKristi F
Date: 10/03/2023
They will take your home! They are a scam! You have to *** them! Or you will lose everything.FCI Lender Services Inc
Date: 10/05/2023
In response, the subject loan was paid in full over a year ago, and our records give no indication of why ************** currently has such vehement feelings towards our company. However, FCI sincerely apologizes for any negative experiences she may have had with our business. FCIs top priority is providing exceptional customer service.Review fromLYNETTE S
Date: 02/17/2023
1 starLYNETTE S
Date: 02/17/2023
they bought my loan from ********** mortgage, added the cost of buying my loan to me. screwed up my loan modification. can't use computer during day for personal business and I have been without a computer for several months. they won't take a phone payment from me, and really don't like to take mailed payments. they want you to use the online payment system. work for bussssssy office and don't have time. they are condescending to you on the phone.THEY ARE SHADY AS THEY COME. HAS ANY ONE HAD ANY LUCK THE THE ***** ATTORNEY GENERAL REGARDING THEIR SHENANIGANS????FCI Lender Services Inc
Date: 02/23/2023
In response, because of the personal nature of some of the issues raised, FCI has sent a detailed response to the consumer by mail. Suffice it to say in this forum that FCI is simply the servicer on behalf of the Investor who purchased this loan, and we have not added any purchase costs to the account. FCI is fully aware of the completed modification and its terms are reflected in our system. FCI has not made any changes to the modification. The Welcome letter we sent ************** explained all of our available payment options, and FCI has no preference which one is used. FCIs website has 24 hour access, and we have an app that allows consumers to pay on their phone. We also accept Automatic payments (ACH), money orders, wires and bill pay from a consumers own bank.Review fromByron F
Date: 12/30/2022
1 starByron F
Date: 12/30/2022
These people are agents of the Devil.My mom requested to payoff her loan, next thing you know, all types of extra fees follows. Her money orders were late, her ACH payment was not received by them.Never do any type of business with this company! They are pure greedy and liars.Cut and dry.FCI Lender Services Inc
Date: 01/05/2023
FCI is unable to identify this customer, so we cannot comment on the writer's concerns. However, all of FCI's payoff quotes are generated in compliance with state and federal laws, and we sincerely apologize for any negative experience you had in working with us. Our top priority is providing exceptional customer service.Review fromJohn B
Date: 10/16/2022
1 starJohn B
Date: 10/16/2022
They are holding funds due me stating I have not signed their FCI service agreement. In the past all of the several loans they have serviced they provided electronic signature doc.The subject loan as well as a prior loan they provided hard copy docs thus US Mail. I signed and mailed back both. Prior loan no problem subject loan claim the sent electronic docs. Not true !!Additionally boarding of loans take much longer than in the past.FCI Lender Services Inc
Date: 10/18/2022
In the Review, ******************* stated that FCI is holding his funds because he has not signed our Servicing Agreement. In response, FCI is statutorily required to have an executed Loan Servicing Agreement (***) on file for an account before we can process payments and disburse Lenders funds. We had an issue getting an electronic signature on a *** on a previous account of Mr. ******** and so this time we mailed the *** on September 15, 2022. To date, the signed agreement has not been received, so funds could not be disbursed. We have emailed an electronic version of the agreement to Mr. ****** today. As soon as we receive the executed ***, FCI will disburse the funds.John B
Date: 10/19/2022
You dealt with your issue by sending hard copies for signatures both of which I signed and returned. I received an electronic doc for signature yesterday with no problem. Please note that 8 checks were due out 9/16. If in fact you lost or did not recieve my signed hard copy maybe you could have sent out an electronic copy prior to me requesting one since your issue sending electronic docs was obviously solved.Review fromSantiago V
Date: 09/30/2022
1 starSantiago V
Date: 09/30/2022
I called them around 7:45 eastern time and I was calling them to let them know I was going to make a big payment since I was behind 3 months of payment. The guy I spoke with asked me if I'm able to make the payment that was past due. He said how much am I able to pay because if the amount they ask is more than I was told before than I can't pay it. He then says to me are you able to pay or not the amount that I was telling him. I said yes. He then tells me if the money bounces for the amount I was going to pay then I would be in bigger problems cause they only give 1 chance. Furthermore he was going to talk with the bank and while I was waiting I was hunged up. I call back again and I get a voice-mail saying he's out of the office. How in the world that I was talking to him and then he's out of the office. I know I'm behind on the payments but they have to realize I'm also paying for electric bills and other things, how can I trust people who don't understand you and know your situation. The worst part is when you are behind a different lawyer sends you a letter about making a payment on the mortgage. How good is thatFCI Lender Services Inc
Date: 10/06/2022
In response, this loan was modified and brought current in May 2022, with the first payment due on June 1, 2022. At the time of the call on September 30, 2022, the loan was still due for June 1, 2022, and had been referred to an attorney to start foreclosure. On the same call, ************** said he could not pay the full amount to reinstate, so FCI put his call on hold to ask the Lender if they would accept a partial reinstatement. Later that same day ************** was again able to speak with FCI, who confirmed that the Lender had agreed to a partial reinstatement, providing he sent the rest of the outstanding balance shortly thereafter. On September 30, 2022, FCI received the funds to post 3 payments, and the account is now due for 2 more payments for September 1, 2022 and October 1, 2022. ************** has since promised to send more funds on October 28, 2022.
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