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Complaint Details
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Initial Complaint
12/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a home in January of 2021 using Sierra Pacific Mortgage company. I had a horrendous experience with the mortgage lender whom I used, *******************. I could go into detail on many levels about his unprofessionalism, rude and immature text messages from him, etc. He caused NUMEROUS issues throughout the closing process like forgetting to do things he had agreed to do, promising to change certain costs and then going back on his word, etc. He made several promises that he did not keep and never had a real explanation for it, instead saying things like "I never said that" or "you misunderstood me" all while I had already had messages and emails from him to prove otherwise. If enough characters were allowed in this box I would provide many more examples. The biggest issue, though, was that he provided the title company with the wrong home insurance company to send my annual premium to. This was a company I had NEVER heard of, spoken to, or inquired with, and there are numerous emails and texts of me providing the correct insurance company who I had committed to. The check was sent to the wrong company, and I resolved the issue myself when I realized this in February. Although my insurance agent provided proof to the company, they charged me for home insurance out of my escrow account claiming I did not have it even though my online account showed the correct policy. Since then, my **** has been higher than it should be due to this, and my credit score affected. I have sat on the phone with them for 3-4 hours every week since June, explaining the entire situation again from the start, and have received differen advice and answers from several associates. I have now recieved a foreclosure notice even though I have paid everything I ACTUALLY owe. After countless hours spent going back and forth, they adjusted my credit score back to what it originally was, admitting that ALL of this was THEIR mistake- BUT they still sent this letter, and my **** is STILL WRONG!Business response
12/13/2021
Hello,
Sierra Pacific Mortgage Company has received the attached complaint, we have asked the loan servicer to investigate the issue and respond back as soon as possible.
Initial Complaint
11/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was contacted by my County that my *********************************************** collections. I contacted Sierra Pacific in September to rectify this situation as they were responsible to pay them out of my escrow. I was told it could take up to 2 weeks for the investigation. After the 2 weeks was up I contacted them again and at this point I was told they concluded they were at fault. They told me they were going to overnight the check and there was nothing I had to do. That proved to be completely faulty information. I contacted my county and collection agency to see if it was rectified which to my surprise it wasn't. I contacted them again and had to explain everything over again, once again told they were handling this ASAP. Well they didn't... I contacted them numerous times since, asked to speak directly to supervisors which once again required the entire story and they would "look into it". I spoke to supervisor ****** and when I called back again and asked to speak to her I was told there was no way to talk to her but they would put me through to a supervisor.... This has happened close to a dozen time. Yesterday I was told once again they were going to overnight the check. Only to call today and be told they DO NOT overnight checks ever and best case would be handled by Dec 6th. I have been lied to over and over and over again. This is impacting my credit, impacting me refinancing, and will impact my county accepting 2021 taxes that are due Dec 1 which will put me right back in this circle of frustration with this untrustworthy, unreliable and fraudulent mortgage company. I have a closing to refinance this property set for Dec 5th which cannot happen until they do what they are supposed to have done months ago.... Attached is a letter from them dated Oct 19th saying they would handle thisBusiness response
11/30/2021
Sierra Pacific Mortgage ******* has received this complaint notification and has asked the servicing department to review and respond ASAP.Customer response
12/01/2021
I am rejecting this response because: I have been told this NUMEROUS times already that it will be handled ASAP, I will be contacted ASAP. It is currently 1PM and obviously this ASAP is going to end up with the same outcome as the previous dozen times.Business response
12/01/2021
We apologize for the delay, we will respond within the required due date.Customer response
12/01/2021
I am rejecting this response because:
They went from someone will contact you ASAP to we will within the required time, Same excuses I have gotten repeatedly for months from them... I asked for a manager or above to contact me, not the service **** that has provided me zero help or honest answers the multiple times I have already spoken to them and they couldn't even complete that.Business response
01/06/2022
Hello,
This client also filed with CFPB and we resolved the issue and reported to CFPB as well. This is resolved, see attached
We are not able to upload to your files anymore
*******************Deputy Chief Compliance Officer**************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
Customer response
01/07/2022
I am rejecting this response because: First of all I paid the $648 in penalties occurred by you guys in order for me to close and get away from disaster of a company you guys have proven yourself time and time again. When I am refunded you money with actual dollars and not promises or some ***** delivery receipt which I had asked for repeatedly and told you guys can't do that I will accept this answer but not until then. As far as you guys not finding any fraudulent pieces I am not surprised so I would ask you, What would you call being lied to repeatedly about checks being disbursed, overnighted over 90 days to " repair " an issue you created (which by today January 7th 2022 has not been) would you call that proper business, normal business, legitimate business, morally correct business? I'll wait.... Your documents provided show a complete timeline of failure on your part to handle the situation. The phone logs will provide a complete timeliness of the flash information and lies brought by you guys, will also show the initial talk in September how we had to explain how the funds and payment were your responsibility to pay which required a 2 week investigation. That brings us to Oct and here we are.... So to say you find no merit of fraud, actually look at what's right in front of you.Business response
01/19/2022
January 14, 2022 ********************************* *********************************** Re: Loan number XXXXXX3692 Dear *********************************: We received correspondence regarding concerns you submitted to the Better Business Bureau. We are committed to providing exceptional service and seek to resolve your concerns accordingly. The purpose of this letter is to provide you with a response to the issues raised in your correspondence. We are glad we were able to answer the various questions posed in your previous letter. In your more recent correspondence, you have not raised any new issues, but seem to inquire again regarding the same matters. You have indicated that you were lied to repeatedly regarding the disbursements of the tax payments. Please note that LoanCare takes such allegations very seriously and does not engage in unethical practices. The information that was previously provided regarding the delay of tax payments being sent out was accurate information. We regret if anyone you spoke with in **************** was unaware that the ***** tracking information is not isolated for internal use and can be provided once available. LoanCare is committed to delivering the highest quality of service and appreciate the feedback that *** be further reviewed. Please be advised, the $30.00 administrative fee refund was disbursed on January 12, 2022 and mailed to your address on record. We have enclosed a copy of your Account History. You indicated that you paid $648.32 penalties. Please contact Louisa ***************** to request a refund for the duplicate payment that you made as we previously confirmed that the check sent by our ************** via ***** tracking number ************ was delivered on December 21, 2021, and LoanCare has not received that payment back; therefore, Louisa County would have to issue a refund to you. If you have further questions or concerns regarding this matter or would like to request additional documentation used in our research, please contact me in the Office of the Customer at *****************************, Monday through Friday from 8:00 a.m. to 5:00 p.m. Eastern Standard Time,. Sincerely, ****************** Office of the Customer EnclosureInitial Complaint
11/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In 2020, I filed a mortgage assumption with Sierra Pacific Mortgage for a property I lived in with my ex-husband due to my divorce. This filing was performed in accordance with a separation agreement approved by a certified judge. During the summer of this year, Sierra Pacific Mortgage honored releasing my liability from this loan, however my credit score was lowered. Within the separation agreement, expressly states I am not to be harmed. The action Sierra Pacific Mortgage took to lower my credit score impacted me negatively, violating the court order shared with the aforementioned company.I am willing to provide supporting document to substantiate this compliant upon request. I am filing an official compliant with BBB to seek full resolution of this matter.Business response
11/15/2021
Hello...
Sierra Pacific Mortgage ******** has received the attached concern notice and has asked the servicing department to do their due diligence into this matter and provide a response as soon as possible.
Thank you
Initial Complaint
11/03/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
In July 2017, my daughter, *********************, purchased a condo located at **************************************************. My name is *********************, Jamia's father and I'm the co-borrower on the loan. When we secured the loan with Sierra Pacific Mortgage, a escrow account was also established to pay the taxes and insurance. Hence, the monthly payment is $1945 per month, with $538.12 going towards the taxes and insurance. With having an escrow account, it assured us that the taxes and insurance would be paid each year. However, we recently learned, via ***********************, that Sierra Pacific had not paid our taxes for the following years: 2017, 2018,2019, and 2020. Moreover, the *********************** advised us that Sierra Pacific never established an impound account with the ***********************'s office. In September 2021, we received a statement from Sierra Pacific indicating that they had paid $14, ****** towards our property taxes. Subsequently, we received a statement that as a result of them paying the aforenoted property taxes, our monthly payment would increase approximately $1200, going from $1945 to $3152. Given the we have an escrow account and have paid over $32,000 towards our taxes over the past five years, we can't understand our this could happen. Where has all of the money we have paid gone? I called Sierra Pacific on 10/22/2021, and inquired about the tax payments and my escrow account. The representative and her supervisor agreed with my position and said they would look into it and call me back. I called back about a week after my initial conversation with the reps at Sierra Pacific and again, the reps said they would check with their escrow department to find out where the glitch was at, but as of 11/3/2021, they still have not contacted me about the resolution. At this juncture, it feels as though Sierra Pacific is not acknowledging their mistake. I hope the BBB can intervene and help resolve this issue. Thank you.Business response
11/03/2021
Hello and thank you for the notification regarding this issue and complaint. We have asked our servicing department o investigate and contact the client as soon as possible.Initial Complaint
09/07/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
The company forced me to pay my mortgage double for three months due to a mistake on their end. I purchased flood insurance which is purchased annually via escrow during a purchase transaction. Somehow Sierra Pacific said I didnt not have the insurance which in fact I did in fact two policies! I did everything I could to prevent this from happening my insurance agent even forwarded over the proper documentation but they did not care. After numerous calls they somehow realized the issue but had forced coverage anyway. The forced insurance policy was cancelled per a notice that I received from ************* company and all funds were refunded back to Sierra pacific. Instead of correcting the mistake fully they sent one of the double payments to me and refused to send anything else when in fact they had been refunded all monies. This company forced me to pay or else face derogatory marks on my credit report. This caused grave financial hardship to myself and family.Business response
09/07/2021
Sierra Pacific Mortgage has received the complaint and is researching with the servicing department, we will respond as soon as possible.Customer response
09/08/2021
I am rejecting this response because: No resolution has happened yet. I received the message and was asked to respond.Business response
09/22/2021
Our servicing department provided a letter of explanation to ************ and mailed to his address on 9/16/2021. This was regarding flood insurance, and he also received some refunds.
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