Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is against the mortgage company, RP Funding. My husband and I have been getting the run around with the partial release department. We have requested an addendum on our existing partial release. For three weeks, not one person communicated any answer until yesterday. We now have to start over from the beginning as they are unwilling to meet our request. They basically said we have to add the property back onto our mortgage and then take it off again to match the Survey. They are also unwilling to communicate on the turnaround time to get the new partial release done. All we were asking for was for the verbiage match that of our survey. The first partial release does not. Our county is requiring an addendum which was denied by RP Funding. Because we have to start over, we are requesting this to be expedited. We have been calling and email daily to which we have been met with one road block with another. Absolutely ABSURD!

  

  Business Response

  Date: 11/22/2024

  We are in receipt of your complaint submitted via the BBB on November 11, 2024. Customer satisfaction is very important to us, and we are saddened to learn of your recent experience. During the review of your file, we notated the following:
  
  A partial release was completed on January 23, 2024, releasing parcels B (4.6 acres) and C (4.6 acres) from the lien, with parcel A (6.05 acres) remaining under the lien.   See attached partial release and survey dated 5/27/23.  On or around the month of November 2024, we received notification from the Borrower requesting an addendum to the partial release issued in January 2024 to reflect the verbiage of an updated survey completed on June 21, 2024. The updated survey from June 21, 2024 reflects Parcel A, 5.80 acres. The discrepancy between the two surveys results in a .25-acre difference thereby requiring further clarification and possible new partial release, new valuation, etc. Our notes indicate that on November 13, 2024 at 2:07 pm, Borrower advised the desire to payoff the loan and cancel the request for partial release. Around 9 pm of that same day Borrower initiated a payoff request.  On November 19, 2024, the special loans department reached out to Borrower regarding the partial release and to confirm Borrowers desire to not move forward with the partial release. 
  
  Should Borrower wish to proceed with the partial release request, Borrower should reach out to our team to discuss next steps. We believe that this response fully addresses the concerns outlined in your BBB correspondence. Please do not hesitate to contact us should you have any questions.  

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RP Funding had our mortgage. We sold the house and closed on it at the end of May 2024. RP Funding stated we would receive a refund of our escrow account. We changed our mailing address with RP Funding. They cut a check for $4,000 on 6/4. We contacted them mid-June as no check. We were told give it another week. If it goes 30 days, they can reissue. 30 days go by, no check. We contact them and they stated a reissue was going to be done. we contact a few days later and are told the reissue is done and can take 30 to 60 days for us to receive. If we don't receive it in SEPTEMBER, we can request another reissue! DO NOT DO BUSINESS WITH THESE PEOPLE! They lie, and steal. I do not have my MONEY! Their excuse? "We don't control the US **************** Also, they will not do an ACH transaction! It is 2024 for goodness sake! A check? Really?

  

  Business Response

  Date: 07/22/2024

  Response attached. Thank you!

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21993456
  
  I am rejecting this response because: The response states that a check was cut on 7/5/2024 and sent to my correct mailing address. It is 7/22/2024 and the check is not here.

  Also, depending who I communicate with, I am told multiple stories regarding this check. I have been told 1.) It will take 30 to 60 days to produce the check once it has been requested; 2.) the check was not cut on 7/5, it was requested; 3.) It will take 15 days from the request date of 7/5 for the check to be created and then up to 15 days to receive the check, and, now, 4.) The check was cut on 7/5 and mailed to my address which is the latest claim.

  So, which is it? All I know is that I do not have my money - well past the 20 days required by federal law to issue escrow refunds after the sale of a property.

  I just want my money. 

  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/01/2024

  Upon receipt of your correspondence advising check had not been received, our office processed a stop and reissue on the check generated on July 5, 2024. Check number *********, in the amount of $4,071.98, was sent *** next-day air with tracking number 1Z6433650191340098 on July 31, 2024.
  
  Please accept our apologies for any concerns or inconvenience this may have caused you. 

  Customer Answer

  Date: 08/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to lodge a complaint against RP Funding for their mishandling of my mortgage payments and violation of my consumer rights.On May 17, 2024, RP Funding contacted me about two invoices for homeowner's insurance, asking which insurance needed to be paid. I clearly informed the agent. On May 31, despite my explicit instructions, RP Funding processed a payment to ************* for $3,299 and also a duplicate payment to **************** even though I AUTHORIZED ONLY ONE PAYMENT.On June 5, I contacted RP Funding about the duplicate payments. The agent admitted the mistake and confirmed the initial call log. She arranged for *************** to refund the payment to me and promised that my payment to insurance would be updated.I received the refund and sent a payment coupon to RP Funding, expressly indicating that the $6,000 I remitted was to be applied to Escrow. On July 3, RP Funding processed a loan payment after already receiving a loan payment on July 1, and only applied $4,114.71 instead of the $6,000. It is OUTRAGEOUS that RP Funding not only sent duplicate payments to both insurance companies after confirming which company to pay but also botched the refund payment, resulting in a shortage of $1,885.29. which supposed to go to escrow. This level of incompetence and disregard for my clear instructions is a blatant violation of my consumer rights. The mishandling of my funds has caused me significant frustration, distress, and inconvenience.Supporting documents: RP Funding payment confirmation on May 31, 2024.RP Funding's payment confirmation email indicating a duplicate payment to another insurance on June 4, 2024.The 07/01 mortgage payment made The 07/3 mortgage payment details showing RP Funding only applied $4,114.71 to Escrow.I demand immediate corrective action from RP Funding. This ongoing issue must be resolved promptly and satisfactorily. If it is not, I will have no choice but to pursue further action.

  

  Business Response

  Date: 07/12/2024

  Response attached. 

• Initial Complaint

  Date:05/01/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been shopping for homeowner's insurance this year due to my current insurance company leaving *******. As such, on 3/14/24, I notified my mortgage company, RP Funding, that I did not authorize them to pay any company out of my escrow unless I approved that company. I received a response on 3/15/24 that they would not pay any insurance outside of my authorization and had put escrow payments on hold. On 3/28/24, I secured a quote for ******************** through my agent. On 3/29/24, I cancelled that quote. On 4/3/24, I was notified by RP Funding that they had paid Loggerhead out of my escrow against my directive NOT to pay any insurance company without my authorization. I called RP Funding and requested they reverse the escrow payment as I had made other arrangements. They refused and were very callous, telling me I now have to pay extra escrow but Loggerhead should be sending me a refund check so it supposedly all will balance out. Now, 5/1/24, I cannot get in touch with Loggerhead and I have not received my refund. I want RP Funding to replenish my escrow and deal with their own mistake, as they were not authorized to pay anyone outside of my direction. They should be the ones to handle getting the money back and replenishing the escrow that should never have been paid out.

  

  Business Response

  Date: 05/14/2024

  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB), which we received on May 1, 2024. In your correspondence, you stated you have been looking for new homeowners insurance this year. You notified us that you did not authorize them to pay any company out of your escrow unless you approved that company. You received a response on March 15, 2024, that we would not pay any insurance outside of your authorization and put your escrow payments on hold. You stated you secured a quote for ********************* but then cancelled the quote. You stated you were notified that we paid ******************** out of your escrow account, against your directive. You spoke with us and requested to have a refund in the amount of $1,782.42, but you were told that the insurance carrier would refund you. You stated you still have not received it and cannot get in touch with **********. You requested us to replenish your escrow, as we were not authorized to do so. We have reviewed your concerns, and our response is indicated below.
  
  Our records indicate you sent a secure message on March 15, 2024, requesting us not to automatically pay your hazard insurance unless you give permission due to searching for a new insurance company. We responded to you via secure message on this same date, advising you we have submitted your request to the ***************** for further review. The request was made to place a stop on the loan preventing a disbursement from occurring. This was completed on March 18, 2024, and a stop was placed on the hazard disbursement and extended for 30 days. However, this stop was removed on March 30, 2024, by our insurance vendor due to receiving insurance documents from ********************. As such, the insurance was changed, and a disbursement was scheduled to be completed. 
  
  On April 2, 2024, we disbursed a payment in the amount of $1,782.42 for your hazard insurance through ********************, policy number P010592208. On April 23, 2024, we obtained your new insurance information. We updated our records to reflect your new insurance to be with ***************** policy number *********, premium amount of $1,690.99 and expiration date of May 19, 2025. Our ******************** was able to get in contact with ******************** and confirmed the policy with them was flat canceled on April 30, 2024, and a refund in the amount of $1,782.42 would be issued to you directly in 5 to 7 business days of this date. Please allow standard mailing time to receive this check if you have not received it at the time of this letter. 
  
  If you have further questions or concerns regarding the insurance refund, you *** contact ******************** agent at ************** for more information. 
  
  We sincerely apologize for any frustration or concern that *** have been caused by the process of updating your insurance. This situation is not typical of our business practices. Our goal is to provide you with the service you expect and deserve in the future.
  
  We believe that this response fully addresses the concerns outlined in your BBB correspondence. You have a right to request any documentation we relied upon in developing our response to your concerns in addition to any documentation already enclosed with this response. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 8:00 a.m. to 5:00 p.m. Eastern Standard Time (EST).

  

  Business Response

  Date: 05/14/2024

  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB), which we received on May 1, 2024. In your correspondence, you stated you have been looking for new homeowners insurance this year. You notified us that you did not authorize them to pay any company out of your escrow unless you approved that company. You received a response on March 15, 2024, that we would not pay any insurance outside of your authorization and put your escrow payments on hold. You stated you secured a quote for ********************* but then cancelled the quote. You stated you were notified that we paid ******************** out of your escrow account, against your directive. You spoke with us and requested to have a refund in the amount of $1,782.42, but you were told that the insurance carrier would refund you. You stated you still have not received it and cannot get in touch with **********. You requested us to replenish your escrow, as we were not authorized to do so. We have reviewed your concerns, and our response is indicated below.
  
  Our records indicate you sent a secure message on March 15, 2024, requesting us not to automatically pay your hazard insurance unless you give permission due to searching for a new insurance company. We responded to you via secure message on this same date, advising you we have submitted your request to the ***************** for further review. The request was made to place a stop on the loan preventing a disbursement from occurring. This was completed on March 18, 2024, and a stop was placed on the hazard disbursement and extended for 30 days. However, this stop was removed on March 30, 2024, by our insurance vendor due to receiving insurance documents from ********************. As such, the insurance was changed, and a disbursement was scheduled to be completed. 
  
  On April 2, 2024, we disbursed a payment in the amount of $1,782.42 for your hazard insurance through ********************, policy number P010592208. On April 23, 2024, we obtained your new insurance information. We updated our records to reflect your new insurance to be with ***************** policy number *********, premium amount of $1,690.99 and expiration date of May 19, 2025. Our ******************** was able to get in contact with ******************** and confirmed the policy with them was flat canceled on April 30, 2024, and a refund in the amount of $1,782.42 would be issued to you directly in 5 to 7 business days of this date. Please allow standard mailing time to receive this check if you have not received it at the time of this letter. 
  
  If you have further questions or concerns regarding the insurance refund, you *** contact ******************** agent at ************** for more information. 
  
  We sincerely apologize for any frustration or concern that *** have been caused by the process of updating your insurance. This situation is not typical of our business practices. Our goal is to provide you with the service you expect and deserve in the future.
  
  We believe that this response fully addresses the concerns outlined in your BBB correspondence. You have a right to request any documentation we relied upon in developing our response to your concerns in addition to any documentation already enclosed with this response. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 8:00 a.m. to 5:00 p.m. Eastern Standard Time (EST).

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21650354
  
  I am rejecting this response because:
  Per the company's own admission, my request NOT to pay any insurance outside of my current insurance company (Farmers) was ignored by the company's deciding to remove the hold when they received Loggerhead documents, which should not have been sent since the policy never took effect and was cancelled within 24 hours of initiating said policy. I did not give my permission to remove the hold, and this request from ********** was prior to the ********************************************************************************** bad faith and despite having records in writing of my request, blatantly ignored my own request and paid a company I did not authorize payment for. This has jeopardized my entire financial wellness for the months to come and affected my escrow negatively. My trust in this company is definitely compromised and I do not accept their actions.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/11/2024

  Response attached. 

  Customer Answer

  Date: 06/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2023, I contacted RP Funding to inform them of changes done incorrectly regarding my escrow. I informed ******* that I had documentation to prove what was done was incorrect at which time she stated it didn't matter that the mortgage had to be paid. I called back on 02/24 as this was when there was a drastic increase in my mortgage and was instructed that the information provided on 12/23 was incorrect and to email the documents that were given to me from that tax collectors office. After about 10 days I called back and was told they hadn't received it so please email them again which was done and to wait another 10 business days to give them a chance to get everything corrected. The manager at this time stopped the late fees/reports to the credit bureau, so I thought. Close to a month passed before I called back as due to health issues I was in the hospital, I contacted RP Funding, and this time I was directed to the collections ***** I tried explaining to the manager ****** who continued to talk over and not try and assist with a solution. I explained to her that I've never been late with my mortgage because I have bill pay set up and I overpay what my actual mortgage is. I know my mortgage will fluctuate but never double as it did due to my exemptions. I've never paid property taxes as I'm a disabled vet that is 100% total and permanent (documentation submitted) as well as I have a homestead exemption. The confusion arose because my house was put into a trust that my name is on and the property appraiser informed RP Funding of this. The refund check was sent back to RP Funding and cashed on 2/6/24 (check #********), I feel that I shouldn't be responsible for a mistake the mortgage company refused to correct when I pointed out the issue. This is now adding undue stress that I can't afford to have with my current health issues as well as I've been a loyal customer who's shown an outstanding payment history with them.

  

  Business Response

  Date: 04/04/2024

  Response attached. 

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Loan # **********. I am writing in reference to my hardship request that was previously submitted. I received documents and a call advising me I had been approved for a workout plan. Per the plan provided, I would need to make trial payments on the application prior to my loan being modified. Which I advised the representative would not be an issue. At the time of my submission for assistance I was current on my monthly payments. When I received notification about the workout plan I was qualified for, I was current. I continued to make my payments each month online without any issues. I even received calls in reference to payments being made on the plan. As I advised the representative that the payment will continue to be made by the 15th of each month. Payments were made on the loas as scheduled to cover my payments as due to the plan. Also paying extra to try and avoid a larger escrow shortage amount than I currently received a notice for in the mail. I call in to inquire about when the final mod would be completed and when would the documents be sent out. The repersenative advised me that my workout plan had been closed because I was current. Again as previously stated, at the time of submission and offering of the plan I was current on my payments. I was told by multiple representatives and even hung up on by the first repersenative, when I told them about the issue. I asked to speak with a manager and your employee with the ** BAJ told me it was not manager call and they could not help me. I asked for the number or address to your executive office as I wanted to file a formal complaint. I was told that there was not one by the representative. I am emailing at this time to request the number or address where a formal letter of dispute can be written. As well as an address where legal counsel may have paperwork sent to as well. Representative refused. I want the modification terms originally offered which I have a copy of as well.

  

  Business Response

  Date: 02/06/2024

  Dear *******************************:
  
  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB), which we received on January 25, ****. In your correspondence, you stated you were approved for a workout plan. When you received this plan, you stated you were current. When you contacted our office inquiring regarding when the modification would be completed, you were advised the account was removed from Loss Mitigation due to the account being current. We have reviewed your concerns, and our response is indicated below.
  
  Our records indicate that your loan is in active loss mitigation. As such, please contact our ************************** by phone at **************. Their hours of operation are 8:00 A.M. to 8:00 P.M., Central Standard Time (CST), Monday through Friday, for additional assistance regarding your mortgage payments.
  
  Our records indicate that you started to complete a Loss Mitigation Application on November 28, 2022. This application was deemed complete on August 16, 2023. The account was being reviewed, and you were approved for a Flex Loan Modification on September 15, 2023. On September 19, 2023, you were advised of the terms of the Flex Modification, and you would be on a trial payment plan from October 2023 through January ****, each payment in the amount of $1,684.02.
  
  You contacted our office on October 2, 2023, advising us that you accept these terms. Our office received the first trial payment on October 10, 2023, the second trial payment on November 13, 2023, and the third trial payment on December 15, 2023. On December 18, 2023, the account was removed from Loss Mitigation due to the account being current and not being able to proceed with the trial payment plan. The account was notated that it was okay to continue with the trial payment plan as we were awaiting the fourth and final trial payment. You contacted our office on January 25, ****, advising that you would be filing a complaint as you were removed from Loss Mitigation.
  
  On January 31, ****, our office submitted the final modification for approval to ****** *** (FNMA). Our office received approval on February 2, ****. Please be assured you will receive the documents that need to be signed and sent back to our office in 1-2 weeks.

  We understand the Loss Mitigation process may be lengthy and would like to assure you that we are committed to working with our borrowers who seek hardship assistance. Please understand that our ability to help is dependent on the information that is provided to us for evaluation.
  
  Regarding where to send formal letters, they can be sent to the one of the following options:
  
  Mail Stop 1290
  *******************************************************************************************
  Fax Number:     **************
  Email:               ****************************************************
  
  We believe that this response fully addresses the concerns outlined in your BBB correspondence. You have a right to request any documentation we relied upon in developing our response to your concerns in addition to any documentation already enclosed with this response. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 8:00 a.m. to 5:00 p.m. Eastern Standard Time (EST).

  

  Business Response

  Date: 02/06/2024

  Dear *******************************:
  
  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB), which we received on January 25, ****. In your correspondence, you stated you were approved for a workout plan. When you received this plan, you stated you were current. When you contacted our office inquiring regarding when the modification would be completed, you were advised the account was removed from Loss Mitigation due to the account being current. We have reviewed your concerns, and our response is indicated below.
  
  Our records indicate that your loan is in active loss mitigation. As such, please contact our ************************** by phone at **************. Their hours of operation are 8:00 A.M. to 8:00 P.M., Central Standard Time (CST), Monday through Friday, for additional assistance regarding your mortgage payments.
  
  Our records indicate that you started to complete a Loss Mitigation Application on November 28, 2022. This application was deemed complete on August 16, 2023. The account was being reviewed, and you were approved for a Flex Loan Modification on September 15, 2023. On September 19, 2023, you were advised of the terms of the Flex Modification, and you would be on a trial payment plan from October 2023 through January ****, each payment in the amount of $1,684.02.
  
  You contacted our office on October 2, 2023, advising us that you accept these terms. Our office received the first trial payment on October 10, 2023, the second trial payment on November 13, 2023, and the third trial payment on December 15, 2023. On December 18, 2023, the account was removed from Loss Mitigation due to the account being current and not being able to proceed with the trial payment plan. The account was notated that it was okay to continue with the trial payment plan as we were awaiting the fourth and final trial payment. You contacted our office on January 25, ****, advising that you would be filing a complaint as you were removed from Loss Mitigation.
  
  On January 31, ****, our office submitted the final modification for approval to ****** *** (FNMA). Our office received approval on February 2, ****. Please be assured you will receive the documents that need to be signed and sent back to our office in 1-2 weeks.

  We understand the Loss Mitigation process may be lengthy and would like to assure you that we are committed to working with our borrowers who seek hardship assistance. Please understand that our ability to help is dependent on the information that is provided to us for evaluation.
  
  Regarding where to send formal letters, they can be sent to the one of the following options:
  
  Mail Stop 1290
  *******************************************************************************************
  Fax Number:     **************
  Email:               ****************************************************
  
  We believe that this response fully addresses the concerns outlined in your BBB correspondence. You have a right to request any documentation we relied upon in developing our response to your concerns in addition to any documentation already enclosed with this response. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 8:00 a.m. to 5:00 p.m. Eastern Standard Time (EST).

• Initial Complaint

  Date:11/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a perfect payer on my mortgage account for many years. Never been late. I utilize my bank website ******* to pay my bills. Never has there been a problem with my mortgage company. This month I paid as usual and the check (paper form) mailed by my bank never reached the mortgage company at least this is what the mortgage company is claiming. I received a proof of mailing of the check by my bank and provided it to the mortgage company. The mortgage company refuses to waive the late fee. They said that even though this has never happened before with my account the date on the bank proof document states it could be delivered by a date which would be considered late. In all my years of paying in this manner never has the check been late. The date window the bank states is more than what it has ever taken. The mortgage company has no compassion for the fact I paid my bill as usual on time and that I have no control over the USPS.. This is a 3rd party issue and I should not have to be charged for that. The late fee is 36.99. So pathetic that the company cannot credit this based on all these circumstances.

  

  Business Response

  Date: 11/28/2023

  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB), which we received on November 21, 2023. In your correspondence, you stated you are being charged a late fee for the payment processed in November. We have reviewed your concerns, and our response is indicated below. 
  
  In your complaint, you indicated you have never been late, however our records indicate late fees were assessed in July and November 2023, as your payments were not received within the grace period. Per your Note, your monthly payment is due on the first day of each month. There is a grace period of 15 calendar days before a late charge is assessed to the account. 
  
  Upon review of your account, the proof of payment provided by you indicates the delivery method utilized can take up to 5 business days to be received and expected delivery is 11/17/2023. Please note, the delivery date of 11/17/2023 exceeds the 15-calendar day grace period referenced above. Our office is not responsible for delays caused by third-party mailing or processing times and therefore late fees were validly assessed. As a result, we are unable to accommodate your request to waive late fees for November.  To avoid late fees in the future, we recommend you work with your bank or third-party bill payer to ensure timely delivery of monthly mortgage payments. 
  
  We believe that this response fully addresses the concerns outlined in your BBB 
  correspondence. 
  

• Initial Complaint

  Date:10/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CHARGING ME FOR LATE CHARGE AND I CAN PROVE THAT THEIR PAYMENT WAS RECEIVED AN CLEARED MY BANK THIS IS FALSE. THEY ARE NOW TRYING EVER MONTH TO GET MORE MONEY. MY BANK SHOWS THEY RECEIVED MY PAYMENT.

  

  Business Response

  Date: 11/06/2023

  Thank you for providing us an opportunity to response. Full detailed response attached. 

• Initial Complaint

  Date:05/22/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RP Funding moved my mortgage to Mortgage Lenders without my knowledge (mortgage lenders is still owned by RP funding). I was on autopay and was never late on a payment for the 8 years I was a customer with RP. Even when I was furloughed and jobless for a year during COVID, I paid my bill on time. Once they switched over, they did not switch over my autopay. I never saw one piece of mail about the switch over since they told me that sending certified mail to everyone would be “too expensive”. In their system they had me down as “leaving a voicemail, but voicemail box was full”- so I never received any of their calls as most likely my phone probably thought they were a spam call. And they said they sent emails, but I have proof that I never opened up one message since it was in my junk. Long story short, I discovered that my autopay had stopped working (without my knowledge) and I didn’t pay my mortgage for 4 months (my mortgage is a small payment, so I wouldn’t have noticed the difference in my bank account). As soon as I discovered it, I paid the amount in full immediately. I paid the late fee. And I requested if there was a way to reverse the ding on my credit score as I provided proof of my lack of knowledge of the non-payment and paid immediately. A simple one time courtesy request was denied by Maria H******* (a “VP” and supposedly the highest person in the organization that I could talk to) even though she knew that having this ding on my credit score would prohibit me from getting any loans for a year (I was in the process of trying to buy a home, so her rejection would ruin any chance for a loan ). She’s ruined my life for a year over a proven accident, and there is no one else in the company that has been able to help me. A company should not have the right to ruins someone’s life… especially have the decision be dependent on ONE EMPLOYEE who is unprofessional, unethical, rude and unqualified.

  

  Business Response

  Date: 05/25/2023

  We are in receipt of this complaint. Customer service is very important to us, and we appreciate the opportunity to review and respond. When a loan file is transferred from one servicer to another servicer, notice of this change is sent to the borrower. The Notice of Servicing Transfer correspondence provides borrowerwith pertinent details regarding the servicing of the loan, including, but not limited to the effective date of the transfer, present and new servicer contact information, and payment address for all payments due on or after the effective date. A review of the borrower’s loan file indicates borrower was sent a Notice of Servicing Transfer letter via mail to the address on file, **** ***** **** ****** *********** ** ****** A copy of the letter is attached. 
  The Notice of Servicing Transfer further advises, if an online service or 3rd party bill service is utilized to make mortgage payments, the payment information will need to be updated to ensure the new servicer is in receipt of the mortgage payments. Borrower’s monthly mortgage payments were made via autopay with the Present Servicer. Because the loan was transferred to the New Servicer effective January 1, 2023, the Present Servicer stopped accepting payments from borrower on December 31, 2022.  This change required borrower to send the New Servicer payment via mail. Borrower did not begin making payments to the New Servicer until months after the transfer thereby resulting in delinquency. When payments are not made on time, it is standard practice for mortgage servicers to report the delinquency to the credit bureaus. As a mortgage servicer, we have an obligation to report accurate information to the credit bureaus. This reporting is crucial for maintaining the integrity and reliability of credit information. While we understand the delinquency was not intentional, we cannot accommodate your request to reverse the information reported to the credit bureaus. We truly apologize for any inconvenience and thank you for your understanding and cooperation. 

  Customer Answer

  Date: 05/26/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  There is no proof that I received your letter. No certified mail was conducted. I did not see one formal letter informing me of the change. Therefore there is no proof from RP Funding that I was properly notified. I was on autopay for 8 years. It is not the borrowers fault their autopay did not get switched over during a companies decision to move my mortgage over. Better communication should be standard.  If the mortgage company is going to receive a late pay, that would pay for the certified mail for proof of communication to home owner that they received the mail.  In a time where we are bombarded with scam calls, junk mail and email- it’s common sense to properly notify their clients of a change that such as that.  I think action should be taken on a situational basis. Over 8 years of never missing a payment, then paying the lump sum in full immediately once it was discovered that it was not paid is evidence that there is no issue with making payments. This company did not properly communicate the change. This company has zero proof that I received the letter.  

  
  Sincerely,
  
  *** *********

  

  Business Response

  Date: 05/26/2023

  We are in receipt of borrower’s response submitted to the BBB on 5/26/2023. Borrower rejects our initial response to the complaint alleging there was no proof the Notice of Servicing Transfer and Welcome letter were received. We believe sufficient notification was provided as required by all applicable regulations. Per CFPB 1024.33 Mortgage Servicer Transfer section, servicer must deliver the notice to the mailing address on the loan documents unless notified otherwise by the borrower. The Mortgage requires notices to be in writing and said notice is deemed received by borrower when sent via mail. Contrary to Borrower’s allegations, there is no such requirement to send notices via certified mail. In this instance, notice was sent by RP Funding (DMI prior servicer location) via US mail and a separate notice was sent by Mortgage Lenders Investment Trading Corp (current servicer location) via US mail to the address on record in December 2022. Therefore, the foregoing notices are deemed to have been received by borrower.  
  
  According to RESPA section 6(d) (12 U.S.C. 26059(c)(2)) Mortgage Lenders Investment Trading Corp had 15 days from the effective date of the servicing transfer to notify borrower. Rather than notifying borrower of the servicing transfer in January 2023 as required, notices were mailed in December 2022, prior to the effective date of the transfer. Our intention was to provide borrowers with additional time to comply with the notice. In addition to sending borrowers the Notice of Servicing Transfer and Welcome letter, monthly mortgage statements from Mortgage Lenders Investment Trading Corp reiterating the change were also sent. 
  
  Furthermore, it is borrower’s responsibility to ensure monthly mortgage payments are made timely as indicated by the Note and Mortgage. That was not the case here. Notice of the failure to make timely payments was provided to borrower in January, February, March and April when the mortgage premiums for those respective periods were not deducted from borrower’s account.  Various attempts were made by our office to reach borrower to advise of the missed mortgage premiums. Despite complying with all notice requirements and attempting to reach borrower on numerous occasions, the account became delinquent. 
  
  It is our hope that this response eliminate any concerns regarding this matter.  Thank you!
  

• Initial Complaint

  Date:05/02/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have two complaints against Glenda Lee (321-689-2420, [email protected]) of Mortgage Advisors/Powered By Rp Funding. The first is that she misrepresented a document she had us sign that was actually a rate lock. We were 60 days from closing and made it clear to her that we did not want to lock the rate. When we inquired about the document via email on March 22, she stated that it was "just for their records" and not a rate lock. This, in fact, was a rate lock and because we had signed this misrepresented document, our rate rose 1/8 of a percent higher than it would of been if we had not signed the document. She stated this was in order to "transfer the rate lock". The second and more pressing issue is they are refusing to transfer the rights of an appraisal to a new lender that I'VE PAID FOR. After they jerked us around and tried to increase the rate 1.5% higher than everyone else, we switched lenders. Glenda Lee is refusing our attempts to transfer the appraisal over to the new company and keeps differing to a manager, stating the manager has to be the one to do it. Both myself, my wife, our new loan officer, and real estate agent have requested this manager's contact info the past three days (April 30th, May 1st, May 2nd) via phone calls, emails, and text messages, since we've never heard from "this manager", and Glenda is refusing to provide it. Glenda is now refusing our loan officers calls. This appears to be a petty attempt to get back at us for not closing the loan with them. RP Funding and Glenda Lee have been an absolute nightmare to deal with. They've been purposefully confusing, uncooperative, and retaliatory during this whole process. I have another loan through RP Funding and they have now lost this customer for life.

  

  Business Response

  Date: 05/05/2023

  We are in receipt of this complaint. Customer service is very important to us and we appreciate the opportunity to review and respond. During our review of this complaint we determined there was a breakdown in communication with a member of our team and your file was not handled as we would have liked. We appreciate you speaking with a member of our management team on May 3 and providing additional insight as we investigated this matter. We apologize for any inconvenience which resulted and will continue to provide ongoing training to our staff. Your request to have your appraisal transferred has been processed and the appraisal has been provided to your new lender. As a returning client, we are saddened your experience was less than favorable and hope to be afforded another opportunity to restore your faith in our company. Thank you!