ComplaintsforEssex Mortgage

• Initial Complaint

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have contacted (emailed ) Essex Mortgage several times to fix our credit, as they have reported our Chenoa Loan/Mortgage Loan has been 30/60 days late from January 2024 thru May 2024. I have sent them screenshots 3 times of my bank statements showing that the payments went through on time and they still have not fixed our negative credit. Essex Mortgage does not seem to care and today my husband, **** *******, and I received an email from Credit Karma that our credit score dropped ***** points because Essex Mortgage reported our payments Incorrectly Again. Can you please help us fix this as Essex Mortgage has not been helpful and has been incorrect this entire time??

  Business response

  09/20/2024

  Thank you for bringing your concerns to our attention. We have mailed and emailed a response to the address we have on file for you. We appreciate the opportunity to assist you. 

• Initial Complaint

  08/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The last agent I spoke with at essex mortgage refused to take the payment over the phone said I could do it on the website and i tried it doesnt work I told her that, I also was told I had until midnight till the 16th to make a payment without late fees I was also told that I would have no late fees till ****** do to my loan being sold. I have put in a complaint with the **** because i was lied to and this is not right I cant make a payment and now I have another fee. Why? and why cant i talk to a supervisor? I want to speak to someone this is unfair business practices. They are refuing to take my payment unless i pay the late fee and i dont owe any late fees because my loan was sold to them and they said i had till ****** before any late fees would be assessed. They also lied to me and stated i had until the 16th to pay and I received another late fee and its not the 16th. I tried to pay on July 30th but the agent refused to take my payment over the phone.Also my mortgage from plaza mortgage included the second mortgage as the total and essex separated it I never knew they did this and they didnt tell me.

  Customer response

  08/05/2024

  More Information..************************************
  **********************************************************************************
  ************
  **************************
  Date: August 3, 2024
  Resolution Unit
  ********************************************************************************
  Subject: Written Notice of Error and Information Request
  Dear Resolution Unit,
  I am writing to formally notify you of an error regarding my mortgage and to request specific information about my account. Below are the details of the issue:
  Loan Number: 90180388
  Full Name: ************************************
  Error Notification:
  My mortgage was initially managed by Plaza, where I paid one combined payment for both the first and second mortgages. I was never informed that these mortgages would be separated. As a result, the current amount due is more than what was initially quoted at closing.
  I have attached a bill from Plaza indicating that the total payment was $3,072.63, which included both the first and second mortgages.
  Payment Issues:
  We experienced issues paying our bill online with Essex as neither Plaza nor Essex Mortgage informed us of the proper procedures.
  We were told we had a ***** period until August due to the transfer, during which no late fees would be charged. Additionally, we were informed over the phone that payments made by the 16th of each month would not incur late fees.
  We attempted to pay the bill on July 30th, but we were charged a late fee by the first. Despite our efforts to call on the 5th, we could not get a hold of anyone.
  Despite our efforts to pay the bill over the phone on July 30th, an African American woman refused to accept our payment and directed us to the website, which was not functioning correctly.
  We have called numerous times and asked to speak with a supervisor to no avail. If the website is not working, we should not be assessed late fees, especially since no one picks up the phone.
  I never accepted any payment terms and conditions that included agreeing to pay a late fee, and to charge them is illegal, especially if I am not late.
  Requests for Information:
  Immediate removal of the late fees charged to our account.
  Clarification on the actual due date for payments without incurring late fees.
  Detailed information on the ***** period and why we were not provided with documentation outlining these rules.
  Explanation as to why your website consistently fails to function properly.
  I expect a prompt resolution to these issues and a comprehensive response to my queries. Please contact me at your earliest convenience to confirm receipt of this letter and provide the requested information.
  Thank you for your attention to this matter.
  Sincerely,
  ************************************
  **************************************************************
  ************
  **************************.

  Business response

  08/15/2024

  Thank you for bringing your concerns to our attention. We have mailed a response to the address we have on file for you. Thank you for the opportunity to assist you. 

  Customer response

  08/26/2024

  wE ARE NOT PAST DUE!
  
  RE ACCOUNT ERRORS AND VILOLATIONS OF THE *** BY ESSEX MORTGAGE
  
  Here are some potential issues:
  Miscommunication and Wrongful Charges: If both the original and new mortgage servicers instructed a stop payment, they should not have cashed the check or charged for the resulting NSF fee. Charging late fees in such a situation could also be inappropriate if the delay was due to their advice and not the consumers actions.
  Error Resolution Procedures: The ***** mortgage servicing rules require that servicers respond promptly to consumer complaints and disputes. If youve notified them of the error and they havent resolved it in a timely manner, this might be another violation.
  Potential RESPA Violations: Under RESPA, servicers must treat consumers fairly and comply with the requirements for handling payments and errors. If your situation involved poor communication, wrongful charges, or mishandling of your payments, these might constitute violations.
  If the mortgage servicer and the subsequent mortgage company cashed a check after advising to stop a payment and then charged multiple late fees and NSF fees, several laws and regulations might have been violated:
  Real Estate Settlement Procedures Act (RESPA): Requires servicers to respond to payment disputes and handle errors correctly.
  Consumer *************************** (CFPB) Mortgage Servicing Rules: Mandate fair handling of payments, errors, and consumer disputes.
  Unfair, Deceptive, or Abusive Acts or Practices (UDAAP): This could apply if the servicer's actions are found to be unfair or deceptive.
  These regulations aim to protect consumers from wrongful charges and improper handling of mortgage payments.
   From
  ************************************
  *******************
  *******************
  
  Subject: NOTICE REGARDING ACCOUNT ERRORS | Reference: *********
  Dear Essex Mortgage Team,
  I am writing in response to the letter we received on August 21, 2024, regarding our mortgage (Reference: *********). As previously communicated through multiple emails and phone calls, we were not notified by either Plaza or Essex Mortgage about the transfer of our mortgage. By the time we discovered this, we had already sent our payment to Plaza Mortgage. We provided the tracking number and check number, and sent the payment via express mail, ensuring it should have reached Plaza within 2-3 days.
  An Essex representative advised us to call back if Plaza had not cleared the check within a week. At that time, we were unable to make a payment through the Essex portal as it had not yet been set up. After following up a week later, your agent suggested we cancel the check to Plaza and pay online since several weeks had passed without Plaza cashing the check. We contacted ***** who confirmed that the check was still sitting at ****************** box for weeks, leading us to cancel the check upon the advice of Essex and the post office.
  Your customer service agent at Plaza advised us to cancel the check to Plaza Mortgage and assured us that no NSF fees would be assessed, stating that she would document this in the account notes. We also notified Plaza not to cash the check as we had already made the payment to Essex.
  Furthermore,your agent provided incorrect guidance on how to pay online and did not inform us that the first and second mortgages needed to be paid separately. We were unaware of this separation, as our payments to Plaza had always been consolidated into a single bill. Even our mortgage broker and the title company at signing indicated that it was set up as one payment.
  When I questioned the separation of the payments, the agent instructed me to pay the larger amount but did not clarify that two separate payments were required.Additionally, I was informed that payments made before the 16th would not be considered late, yet I received a late payment notice for the second mortgage,which was paid around the 5th of the month.
  We never received a second coupon payment mailing for the second mortgage; we only received the one for $3,072.93. The other one for $152.36 was not included in our paperwork. If you examine the signature, it appears to have been tampered with or pasted on. We do not have a copy of this document either.
  Due to the rise in scams and crimes involving mortgages, it is unlawful to expect us to pay without proper notice or notification that our servicer was switched.I formally dispute any and all late payment fees, NSF fees, or related charges as these issues arose due to incorrect information provided by Plaza and your call center representatives. We never received a welcome packet or any written communication regarding the sale of our mortgage by Plaza, which is a violation of our rights. If this matter is not rectified, we will escalate the issue to the appropriate regulatory agencies.
  Thank you for your prompt attention to this matter.
  USPS Tracking info
  9589071052700033204885
  9589071052700033204861
  
  Sincerely,
  ************************************
  ************
  
  
  CC:Sent to  Data Mortgage ***** dba Essex Mortgage
  *******************************************
  
  

  Customer response

  08/26/2024

  Date Sent: 8/26/2024 3:21:10 PM
  wE ARE NOT PAST DUE!
  
  RE ACCOUNT ERRORS AND VILOLATIONS OF THE *** BY ESSEX MORTGAGE
  
  Here are some potential issues:
  Miscommunication and Wrongful Charges: If both the original and new mortgage servicers instructed a stop payment, they should not have cashed the check or charged for the resulting NSF fee. Charging late fees in such a situation could also be inappropriate if the delay was due to their advice and not the consumers actions.
  Error Resolution Procedures: The ***** mortgage servicing rules require that servicers respond promptly to consumer complaints and disputes. If youve notified them of the error and they havent resolved it in a timely manner, this might be another violation.
  Potential RESPA Violations: Under RESPA, servicers must treat consumers fairly and comply with the requirements for handling payments and errors. If your situation involved poor communication, wrongful charges, or mishandling of your payments, these might constitute violations.
  If the mortgage servicer and the subsequent mortgage company cashed a check after advising to stop a payment and then charged multiple late fees and NSF fees, several laws and regulations might have been violated:
  Real Estate Settlement Procedures Act (RESPA): Requires servicers to respond to payment disputes and handle errors correctly.
  Consumer *************************** (CFPB) Mortgage Servicing Rules: Mandate fair handling of payments, errors, and consumer disputes.
  Unfair, Deceptive, or Abusive Acts or Practices (UDAAP): This could apply if the servicer's actions are found to be unfair or deceptive.
  These regulations aim to protect consumers from wrongful charges and improper handling of mortgage payments.
   From
  ************************************
  *******************
  Dade City, Fl 33525
  
  Subject: NOTICE REGARDING ACCOUNT ERRORS | Reference: *********
  Dear Essex Mortgage Team,
  I am writing in response to the letter we received on August 21, 2024, regarding our mortgage (Reference: *********). As previously communicated through multiple emails and phone calls, we were not notified by either Plaza or Essex Mortgage about the transfer of our mortgage. By the time we discovered this, we had already sent our payment to Plaza Mortgage. We provided the tracking number and check number, and sent the payment via express mail, ensuring it should have reached Plaza within 2-3 days.
  An Essex representative advised us to call back if Plaza had not cleared the check within a week. At that time, we were unable to make a payment through the Essex portal as it had not yet been set up. After following up a week later, your agent suggested we cancel the check to Plaza and pay online since several weeks had passed without Plaza cashing the check. We contacted ***** who confirmed that the check was still sitting at ****************** box for weeks, leading us to cancel the check upon the advice of Essex and the post office.
  Your customer service agent at Plaza advised us to cancel the check to Plaza Mortgage and assured us that no NSF fees would be assessed, stating that she would document this in the account notes. We also notified Plaza not to cash the check as we had already made the payment to Essex.
  Furthermore, your agent provided incorrect guidance on how to pay online and did not inform us that the first and second mortgages needed to be paid separately. We were unaware of this separation, as our payments to Plaza had always been consolidated into a single bill. Even our mortgage broker and the title company at signing indicated that it was set up as one payment.
  When I questioned the separation of the payments, the agent instructed me to pay the larger amount but did not clarify that two separate payments were required. Additionally, I was informed that payments made before the 16th would not be considered late, yet I received a late payment notice for the second mortgage, which was paid around the 5th of the month.
  We never received a second coupon payment mailing for the second mortgage; we only received the one for $3,072.93. The other one for $152.36 was not included in our paperwork. If you examine the signature, it appears to have been tampered with or pasted on. We do not have a copy of this document either.
  Due to the rise in scams and crimes involving mortgages, it is unlawful to expect us to pay without proper notice or notification that our servicer was switched. I formally dispute any and all late payment fees, NSF fees, or related charges as these issues arose due to incorrect information provided by Plaza and your call center representatives. We never received a welcome packet or any written communication regarding the sale of our mortgage by Plaza, which is a violation of our rights. If this matter is not rectified, we will escalate the issue to the appropriate regulatory agencies.
  Thank you for your prompt attention to this matter.
  USPS Tracking info
  9589071052700033204885
  9589071052700033204861
  
  Sincerely,
  ************************************
  ************
  
  
  CC: Sent to  Data Mortgage ***** dba Essex Mortgage
  *******************************************

  Business response

  09/04/2024

  Thank you for bringing your concerns to our attention. We have mailed a response to the address we have on file for you. We appreciate the opportunity to assist you. 

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called Essex Mortgage to get a mortgage modification. My mortgage went from $1800 to $2217. I cannot afford this amount of money. I couldn't afford the $1800 but I was able to apply for assistance which was a temporary fix. At that time, I was laid off November 8, 2023. I have found another job, but my income is severely lower than last year. I was transferred to collections as my mortgage is a month behind which was news to me because I never received a letter in the mail to advise my mortgage was coming up due. I didn't know how the monies received from the assistance was applied to my mortgage. The collection **** could not help me because they said they needed to transfer me again. I spoke to another Rep in customer service. She advised because they are the servicing center they would not be able to help me. She did tell me that I needed to be 65 or ******************* order to qualify a modification. I thought well that seemed a bit strange that I need to get severely behind to get assistance when I already know that I need to get my payment lowered. I am addressing the issue now instead of waiting until I get too far behind. This situation seemed like a setup to take away my home. I just didn't understand why I need to wait. I was also told to apply for refinancing. I advised I can do that but what is the criteria for refi because of my constant layoffs my credit is not the greatest. So, I will attempt to apply to the refinance, but I do feel I need to make this complaint.

  Customer response

  07/01/2024

  How do you make the determination of what is appropriate to send to an organization that I am having issues with? This was not your experience and I am confused as to how you would know what Essex Mortgage has said or done. I explained the issue in my complaint and now you are refusing to send it. I need a lot of clarification please.

  Business response

  07/15/2024

  Essex Mortgage has mailed and emailed our written response directly to you. If you have any questions, you can contact us at ************. Our hours of operation are Monday - Friday 9:00 AM -7:00 PM EST.

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the past few months, I have tried to reach out to this servicer and have not been able to even get a simple phone call. my job reduce my hours and with a upcoming divorce I have tried to get help from my loan provider regarding my mortgage on my house. I have asked them about trying to pay partial payments in which all of them were denied telling me that it was all or nothing I have asked about extensions only for that to be denied telling me that I did not qualify. I have told them I became sick. I have a lot of health concerns and also my loads because Im a truck driver has not been great due to weather inclement weather Issues regarding safety because of the weather and still Cant get any help from this company. I have set up several zoom calls only for them to not respond to me and they come back and tell me through email. We are sorry we missed your call. We will get back to you soon but they dont. I have waited on the phone almost 45 minutes to speak to someone And still get nowhere . Now I am behind on my mortgage payment and it is a large amount, and I am simply asking for ***** and cannot get it from them.. I know that there has to be something in the contract that says whenever you are asking for help if it is beyond your control, such as job lost or cutting hours there is some type of way they can help you the last time almost 2 years ago when I asked for help they did not tell me that they were going to actually take out a second mortgage on my home in order to cover the past due expense that I had at that time I did not find out the hard way until I try to refinance my home they failed to tell me anything about a second loan coming out on my mortgage to cover that expense . When I first got home the people that I closed on the home with the first company I had was awesome had no issues at all but now I am literally about to lose everything because of this company and I really need some help

  Business response

  06/14/2024

  Thank you for bringing this matter to our attention. A response letter has been sent to the address we have on file for you. Thank you for the opportunity to assist you. 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Essex Mortgage added lender placed insurance on my mortgage payment raising my payment by over $500 a month. When I asked, they said I didnt provide proof of insurance on my home. I have emailed them multiple times proof of insurance and called. They continually transfer me to the insurance department which wont allow me to speak to a real representative to ensure they have received my proof of insurance and will reverse their lender placed insurance. Calling their customer service department results in them transferring me to the insurance department so I am stuck in an infinite loop of no one resolving my issue.

  Business response

  05/03/2024

  Thank you for bringing this matter to our attention. A response letter will be mailed and emailed to the address we have on file for you. Thank you for the opportunity to assist you.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  company is not picking up calls or returning messages about me unable to pay my mortgage every day, no matter what time, theres a standard message of our phone queues are at capacity for the day please call tomorrowwhen i tried to have auto pay it stopped letting me pay money towards my mortgage there is $2k sitting unapplied that i paid towards interest in april 2024 and my close date for 1 year i coming up in may 2025 i am concerned about getting charged fees due to being unable to pay and to reach someone from essex mortgage to figure out why my account has been blocked from taking payments

  Business response

  04/23/2024

  Thank you for bringing your concerns to our attention. A response letter has been mailed and emailed directly to the email we have on file for you. Thank you for the opportunity to assist you. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I have been trying to work with Essex Mortgage to try and get some payment mitigation options since I am unemployed and have no income at the moment. The company may have the worst customer service I have ever dealt with. I sent an application in after the online application would not work. No one ever contacted me to discuss what my options were and finally after badgering them for information repeatedy I was told I had an unemployment forbearance and that I would have to pay the money back for the 3 months I owed. I have since asked to have someone from Loss Mitigation contact me. I even messaged the president of Essex ,************************* on LinkedIn to get some help. All he did was turn me over to Customer Care.I never received any correspondence in the mail stating that the forbearance was approved and what the terms were and frankly with no income or unemployment money and knowing it would destroy my credit I never would have agreed to it. I cannot get anyone to contact me to see if there are any other options like a deferment of payments or a repayment plan over time. I will also be complaining to the ***** FHA and the Mississippi ************************** I have tried to work in good faith with them but have had to contact upper management that has not been much help. I am still paying my 2nd mortgage with them on time also with them and never missed a payment prior to December 2023. I am just asking an actual human to email or call me on the phone that can actually do something in regards to my loan instead of just telling me the same thing over and over. I will be contacting an FHA counseling service in my area as well. It should not be this difficult to get some help. Just looking for an amicable resolution to this for all so I can keep my home and pay the money back that I owe. Thanks in advance for your help. I will need an extension on my forbearance also since I am not working and unsure of the payment parameters or other options that I have.

  Business response

  02/29/2024

  Thank you for bringing this matter to our attention. A response letter has been mailed and emailed to the address we have on file for you. Thank you for the opportunity to assist you.

  Customer response

  03/03/2024

  All I received was yet another anonymous letter. Not sure why it is so difficult to have someone to email you directly. Never seen a company with such terrible customer service. Now I cannot make a payment online either and want to get my loan current. I need someone to contact me about my options. I believe I can get funds from the state of *********** to help me. I need Essex to pretend like they care. Sending form letters and 800 numbers proves otherwise. 

  Business response

  03/04/2024

  Hello, our agents have made multiple phone and email attempts and have regrettably been unable to reach you. We would like to put you in touch with an agent directly. Could you please provide a window of time that is best for us to call you?

  Customer response

  03/14/2024

  Why can a person from loss mitigation not simply email me? This entire process has been the worst customer service I have dealth with in 48 years of life. You call and it is from an unknown number. That will go straight to voicemail every time so there is nothing I can do about it. I know there was a person that approved the forbearance. How difficult is it to have them email me? . I am working with someone at ***************** *********** Services to see if I can apply for the Home Savers progam and get some grant *********** and money to get caught up. I emailed Loss Mitigation 6 days ago and have gotten no response from them. It should not take a week to answer correspondence. You guys are on the servicer list. Is that an option to pay the money back? I would hope so. 

  I am not trying to cause trouble. I am trying to save my home. Also, I was in correspondence with you via email this whole time so I need you to remove the two $30 charges from escrow or I am contacting the MS ******** General and filing a fraud charge against the company. I have already gotten them invoived because of the circus customer service process you have. Just have the same person contact me more that once. This bouncing around is stressful. It is bad enough being unemployed and worrying about your home without added stressors. Thank you for being prompt in responding to this. It is very much appreciated. I know we can some to an amicable solution to all of this and get our relationship back to where it was previously. I will have the rest of the paperwork in tomorrow so hopefully they will file the application for HAF shortly and we can get this worked out. 

  God Bless!!! 

  Business response

  04/18/2024

  Thank you for reaching out. Our team attempted to contact you on April 15th, 16tth, and 17th. We were unfortunately unable to reach you, but left a voicemail requesting you to contact us as soon as possible. If you can provide the best phone number, time and date to reach you, we can set an appointment for a member of our resolution team to contact you. You may reply to this message or send the information to us via email at ************************************** We mailed and emailed a response letter today to the address we have on file for you as well. We look forward to assisting you. 

  Customer response

  04/25/2024

   
  Complaint: 21329421
  
  I am rejecting this response because:

  They call from an unknown number. It goes straight to a blocked messages folder and I never see it ring. Why they cannot call me from an actual number or have someone email me I don't understand. I have filed with the Mississippi Home *********************** and I am waiting on a decision to be made on that applicaiton as of April 1. I hope that it will be approved and I will be able to get caught up again. Another thing that bothers me.....I emailed ***************************************** and was told by them to contact Loss Mitigation. It is like an ****** and ******** comedy routine trying to deal with this company. I have also filed unemployment again and I am awaiting a decision on it as well. I hope to have a job soon. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After numerous phone calls to the loan servicing center, I am continuing to receive letters and emails stating that my mortgage payment is past due when in fact, it is not. For some reason in their records they had my first payment due 2/1/24 when it is supposed to be 3/1/24. I have provided them a copy of my closing paperwork that shows the correct start date but this still has not been resolved. Meanwhile, I am being charged late fees. I am so frustrated because I have been calling them since February and it is now April.

  Business response

  04/17/2024

  Thank you for bringing this matter to our attention. We have provided a response via mail and email to the address we have on file for you. Thank you for the opportunity to assist you. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My mortgage was sold to essex mortgage from one trust home loans. Essex morgage has someone the worst customer service I have ever experienced. Their web site is confusing and inefficiently structured. Trying to call to resolve issues with payments not going through took almost a month to resolve. I was told months later when I was late with one payment that I now have to mail cashiers checks because of the company's original mistake. They then told me the mistake was mine even though I had proof all payments where made on time except the first which was the original issue. When following up on their web site or the app the payment history shows up in their queue but not in the statements which they have emailed me every month for almost a year. They are a terrible loan company. I will be very happy when I can refinance with another bank. NEVER USE THIS COMPANY.

  Business response

  03/21/2024

  Thank you for bringing your concerns to our attention. We have mailed and emailed a response to the addresses we have on file for you. Thank you for the opportunity to assist you.

  Customer response

  03/22/2024

  this is the response they sent after I filed the complaint with the BBB. I have had no other communication with this company that I did not initiate. I have only had one late payment on my part. All other payments were electronic and had been set up over the phone by their customer support team. Payments were delayed because of inaccurate numbers entered and a call in system that is poorly managed with days if not weeks of no reply.

  Business response

  03/27/2024

  Hello - we understand you were able to speak to a member of our team today and that they were able to assist you in resolving your concerns. If there is anything further we can do to assist you, please reach out any time at ************ or by emailing ************************************** Further contact options are located on our website at *********************************************************. Thank you for the opportunity to assist you. 

  Business response

  04/02/2024

  Date Sent: 3/27/2024 6:08:32 PM
  Hello - we understand you were able to speak to a member of our team today and that they were able to assist you in resolving your concerns. If there is anything further we can do to assist you, please reach out any time at ************ or by emailing ************************************** Further contact options are located on our website at *********************************************************. Thank you for the opportunity to assist you. 

  Customer response

  04/02/2024

   
  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

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My loan was transferred to this mortgage company I have submitted several application since 2/2023 to get our mortgage reduce due to health issues. Excuse is that the reason no can call is because they are busy due to merger THAT IS UNACCEPTABLE. NOW the representative is telling me to leave a message I HAVE BEEN DOING THIS FOR 2 WEEKS. NO ONE CALLS BACK. We have been doing this back in forth for 6mths. you never get a rep this is NOT HOW YOU DO BUSINESS OR TREAT A VETERAN!!!

  Business response

  09/01/2023

  Hello, thank you for letting us know about your concerns.Please note we do not post detailed responses regarding your loan to the BBB as it is a public forum.  In the interest of protecting your private financial information, we have mailed a detailed response addressing your concerns to the address we have on file for you. A copy will also be sent to the email address we have on file.
  We are experiencing a temporarily high call volume due to a recent system consolidation, which is expected to improve significantly in the coming weeks.  While we cannot guarantee that every call will receive a callback on the same day, please rest assured that your call is placed in a queue to ensure fair and efficient handling of all inquiries. Our dedicated team is working diligently to address each borrower's needs and concerns as promptly as possible.
  
  
  Thank you for entrusting us with your loan. We appreciate your patience and understanding as we work to provide you with the exceptional service you deserve.

  Customer response

  09/01/2023

  We submitted an appeal and also in August we were told we had to resubmit application due to the company not having all the income included on our request. In also was till we had to resume our application due to your merger into the new program. Our new application, whatever you guys have going on that. The application did not port over in that. We had to reapply that was on a recent call. Versus someone sent me a email. I would like someone to reach out to us. 

  Business response

  09/08/2023

  Hello - thank you for your message. We have requested a member of our team to reach out to you regarding your concerns as soon as possible. 

  Customer response

  09/14/2023

  We are still waiting to hear for someone. I called and finally spoke to someone NOT one representative contacted us. Not sure what the outcome is to my call. I would like a call.

  Customer response

  04/16/2024

  No one has called as of 4/16/24. I keep calling and no management is available ever or does management  call back 

  Business response

  04/23/2024

  Thank you for bringing your concerns to our attention. We have mailed and emailed a response to you to the address we have on file. Thank you for the opportunity to assist you. 

*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. ↩