ComplaintsforVillage Capital & Investment, LLC

• Initial Complaint

  11/04/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I get about a letter a week trying to get me to refi. This has been going on for months. I have asked them to stop sending me any kind of mail, but they have not stopped.

  Business response

  11/19/2021

  Business Response /* (1000, 5, 2021/11/05) */ On behalf of Village Capital & Investment, we appreciate you taking the time to provide your feedback and experience with us. We have Confirmed with Marketing that you have been removed from the mailing list as of today11/5/2021. Apologies If there are some mailings that went out before today. Please call customer service directly if you have any further questions. 800-919-0068

• Initial Complaint

  11/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid my loan off in full on October 20 by first American title now village capital did the opposite of what they were supposed to do one was paid off they should've open a new loan how do you complete opposite that's false information they should be charged with a crime they just ruined my credit by doing that needs to be resolved and corrected and something needs to be done with Village capital of the worst banking institution ever

  Business response

  11/19/2021

  Business Response /* (1000, 5, 2021/11/05) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. After further investigation, we see that you paid your loan off on October 20th. According to our records we have not seen any negative credit reporting on your loan. If you are being negatively impacted we advise you to reach out to the credit bureau and have them dispute incorrect reporting on your credit. We do apologize for any inconvenience this has caused and hope that this information helps resolve any further issues with your credit report. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at [email protected].

• Initial Complaint

  11/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Approved for the federal hardest Hit program to assist with my mortage for 12 month due to illness and no longer can work. The reinstatement was to included all cost associated.. VC was aware and agreed to accept the program. Recently working with VC to refinance. Village Capital is saying I owe $3,400 relating to a the reinstatement. This is incorrect. All cost was to be included in the reinstatement amount provided by VC. I need assistance to resreach and help if possible. I cant get ahold of anyone and the contact person I did work with reported this number to underwriting after I followed up. It didn't matter if it was correct or not. She has now back off and told me she doesn't deal that program any longer. I ask for help with a name/manager I can speak with on this matter. With the statement that if I didn't get someone to work with I'll be moving forward with BBB compliment. Never got a response. I also tried the customer service number, never got an answer. I am at a point where they've back me into a corner as I can't get anyone to help with follow ups or assist to reslove. I feel I need to mention this for awareness. VC was well into the Hardest Hit processes and decided to file foreclosure knowing that the program and was in the process of completing a "penny test" to ensure that the funds got thre. I have ask in the past why was foreclosure filed because it didn't make since. Never got an answer. I feel they filed knowing that Hardest Hit was going to reinstate and pay for a year. It was a way to make additional money and now they've thrown this number back at me for payment. The entire time, reinstatement through payment was a mess. I'm hoping someone can call me as I would like to provide all the details as there is much more. I really need help I can be reached at ************. Thank you, Felina Hales

  Business response

  11/17/2021

  Business Response /* (1000, 6, 2021/11/17) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand your frustration in regards to the Hardest Hit Funds you had previously applied for back in 2019. After further investigation, it appears the Hardest Hit Funds were all applied correctly to your account. The $3,641.13 that the Loan Officer had discussed with you were actually the recoverable fees for the attorney and inspections that were placed on your account. Back in June of 2019, we had multiple monthly inspections done on your home to insure that the property was occupied. On November 20th, 2019 we had begun the foreclosure process as your mortgage was delinquent, this resulted in us having to obtain an attorney. These recoverable fees are only applied to the mortgage amount at the time of payoff. Per FHA Guidelines, after 30 days of delinquency, we are required to reach out in an attempt to collect a payment, regardless of any Hardest Hit Funds that are being applied for. The funds that you applied for have since been applied to your account and are taken care of. The remaining $3,461,13 would not have been covered by those funds as they were made for your monthly payments directly. Once again, we apologize for any confusion or miscommunication about these recoverable fees, as well as the lack of communication with our customer service department, but the fees will only be applied at the time of payoff and will not affect your refinance otherwise. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at X (XXX) XXX-XXXX or email us at *******@villagecapital.com. Thank you, Consumer Response /* (3000, 8, 2021/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm in the process of writing a response and will upload tonight, 11/19. Thank you Consumer Response /* (3000, 11, 2021/11/29) */ I apologize for the delay. I had a medical emergency and have been recoving. I am very confused. Why would a company file foreclosure against a client that was already deep in the process of the Hardest Hit and the process set involved? In Septmer 2019 village capital already accepted this grant, in october 2019 Hardest Hit was sending Village Capital a "penny test" to thier portal to ensure the funds tranferred correctly to Village Captial and to ensure VC was able to retrieve those funds. I need alittle more time to upload some paperwork proving this. Sounds suspicious to me and unfair. Also, I paid on two different occasions a sure to stop fore closure proceding. This was recommended by Village Capital's representative "Told it would be enough to stop any foreclosure proceedings. I was working woth Ernest (will need to fet his last name from my files. Business Response /* (4000, 13, 2021/12/01) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. Due to the contractual obligation of your payments, a foreclosure process had already begun prior to your attempt to obtain Hardest Hit Funds in which you would have begun to see a fee(s) assessed to your loan and would be included on any Payoff Demand Statement requested. The fee(s) amount of $3,461.13 are assessed when an attorney is obtained to perform monthly inspections to determine occupancy. This process began when we had not received full monthly payments for a certain time. In regards to the partial payments, we do require the full monthly payment as stated in the Official interpretation of Paragraph 36(c)(1)(ii) of Regulation Z § 1026.36(c)(1)(ii). Your account is not currently in foreclosure, and is in good standing. We apologize for any inconvenience you have experienced. If you have any further questions or concerns, please do not hesitate to contact our Customer Service line at X (XXX) XXX-XXXX or email us at *******@villagecapital.com. Thank you. Consumer Response /* (4200, 15, 2021/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Per the last notes from Village Capital. We poke on 12/1, first with a supervisor and then I was transferred to a manager. Their response is different from what was agree upon by the end of the conversation That was agreed upon agreement doesn't seem to be included in their response. The agreement was that if I could provide any documentation that states the legal fees were to be included that Village Capital would "eat the funds" Attached is the Hardest Hit "your approved" letter. Page 2 bullet 3 state under What does Reinstatement Assistance Payment Cover" and fees associated with foreclosure or other legal proceedings. at this point in time and the fact that I have proven the fees should have been part of the reinstatement fees I was not and should not be responsible for any fees. Business Response /* (4000, 18, 2021/12/06) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. After reviewing all documents received regarding the hardest-HIt Funds we have established that your recoverable fees were meant to be covered and we have corrected this issue accordingly. At this time we have had one of our agents reach out to you regarding this, and have amended all issues regarding your Hardest-Hit Funds. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at X (XXX) XXX-XXXX or email us at *******@villagecapital.com. Thank you, Consumer Response /* (2000, 20, 2021/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I want to thank BBB for mitigating this matter. Village Capital reviewed the lasted documents abd have removed the funds from my ownership. Please close compliant. Thank you ****** ***** Consumer Response /* (3000, 25, 2022/06/21) */ I'm in need of assistance with a closed BBB. the company is still charging me fees. can we reopen this BBB compliant? sent to Village Capital after follow-ups and generics reposes: discrepancy and Attention Needed ASAP (loan#XXXXXXXXXX) ****** ***** <********@gmail.com> 11:08 AM (17 minutes ago) to Servicingdocs Greeting, After following up for the 4 or 5th time I was able to get someone to look into what the $200.00 default fees were that kept popping up on my bill every now and then the system froze so that I HAD to make the payments or my mortgage would be late. From my understanding these fees are for inspection (every 2 weeks 2019 and 2020) while I worked with the Federal Hardest Hit Program. A program you approved & Accepted so I am not sure why you felt the need to complete an inspection so often and continued to do so. I received this email copied & pasted below after requesting the details be sent to me. Instead of getting the details ( how many inspections, what the total bill) I received a general email. A Better Business Bureau case was opened last year and settled after I provided VC documentation that clearly states The borrower should NOT incur any fees pertaining to the reinstatement. All fees should have been included in the reinstatement bill from VC at the time of reinstatement. I should not have been charged for these fees. I will be reopening my BBB case to help resolve this matter and have the fees removed and those I paid refunded. The way these fees are shown on my statement are deceiving at best. I would like a call back, however I am not expecting one as I've written to this email address in the past regarding other issues with no response. I may open BBB on those issues as well. From VC after I found out and requested the details (how many, etc.) Greetings! Please be advised that the Default Related Costs on the statement are fees for the Five Brothers Inspection that was completed on the property in 2019 and 2020. Inspection of the property is required when borrowers have defaulted on payments and are completed in order to gather information on occupancy and conditions of the property. Please feel free to contact us at *************@villagecapital.com or by phone at X-XXX-XXX-XXXX should you have any questions or need further assistance. ****** ***** I can reached at (XXX) XXX-XXXX Business Response /* (4000, 27, 2022/06/28) */ Dear ****** R *****: We are in receipt of your correspondence addressed to the Better Business Bureau (BBB) dated June 21, 2022. You stated that Village Capital & Investment LLC has continued to charge you default related fees while working with the Federal Hardest Hit Program. You stated you are unsure of the reason as to why Village Capital & Investment LLC has accrued these fees on your account as you provided documentation stating you should not incur any fees pertaining to the reinstatement, as all fees should have been included in the reinstatement bill at the time of reinstatement. Furthermore, your desired resolution is to have a statement reflecting a removal of the accrued fees, including a refund for fees paid, and a call from Village Capital and Investment LLC to discuss this matter. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following: On June 21, 2022 our servicing team forwarded your email correspondence to our Borrower Relations Department in order to resolve this matter. On that same day we were able to determine these default related fees were inadvertently missed. Village Capital & Investment LLC proceeded to resolve this matter and took care of these fees. Village Capital & Investment LLC attempted to reach out to you by phone on June 21, 2022 and June 22, 2022 to advise you that this was resolved. Unfortunately, we were unable to speak with you and left a voicemail. Any time a loan has defaulted and is 30 days past due there will be an inspection completed by Five Brothers. Although you were approved for the Federal Hardest Hit Program these inspections will still need to be completed until we receive all funds. Throughout this time your account accrued a total of $3,461.10 in attorney fees and default related costs. At the time of reinstatement a total of $3,261.10 was paid. The default related costs were inadvertently missed by Village Capital & Investment LLC and we apologize for any frustration this may have caused. At this time there is no refund due as Village Capital & Investment LLC has taken care of all default related costs. We have also enclosed a copy of a copy of all default related costs, attorney fees, and the most updated Mortgage Statement for the month of July 2022 reflecting these default related costs as paid. Village Capital & Investment LLC understands and acknowledges any concerns that this may have brought you. We would like to sincerely apologize for any inconvenience this may have caused you. We will work diligently with our team to ensure this does not continue to happen going forward. We can assure you that Customer Service is of the utmost importance to us. We believe that this response fully addresses the concerns outlined in your BBB correspondence. If you have any questions concerning this response or require additional assistance, please contact our Customer Service Department at X-XXX-XXX-XXXX, Monday through Friday, from 8:00 a.m. to 7:00 p.m. PST or e-mail us at *******@villagecapital.com.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I keep getting letters in the mail from village Capital and investment llc. To refinance my home I do not want to refinance my home and if I did I would seek out who I wanted to refinance with they are pests I get at least one a week from these people. I want them to remove my address and leave me alone.also make note that I put a fake phone number in because I don't want anybody having my phone number. I get scam calls and telemarketers galore and I'm sick of it.

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/11/03) */ On behalf of Village Capital & Investment, we appreciate you taking the time to provide your feedback and experience with us. We have Confirmed with Marketing that you have been removed from the mailing list as of today 11/2/2021. Apologies If there are some mailings that went out before today. Please call customer service directly if you have any further questions. 800-919-0068 Thank you Consumer Response /* (2000, 7, 2021/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Rest assured if it continues I will reopen the case and they're nuts if they think I'm going to call them I get enough scam until a marketing calls I'm not about to call these people just remove my address and stop pestering us. Consumer Response /* (3000, 12, 2021/11/08) */ ***Document Attached*** Looks like the business lied I got another one in the mailbox this morning 11/8/21 see attachment I want them to leave me alone and remove all my information from their database!!!!! Business Response /* (4000, 14, 2021/11/11) */ On behalf of Village Capital & Investment, we appreciate you taking the time to provide your feedback and experience with us. We have Confirmed again with Marketing that you have been removed from the mailing list as of 11/2/2021. We already had a mailer in process to send by the time you submitted the complaint. Please call customer service directly if you have any further questions. 800-919-0068 Consumer Response /* (2000, 16, 2021/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept it but if I get any more I will reopen the case again

• Initial Complaint

  11/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We were refinancing our home for the lowest interest rate. We made arrangements over the phone. August 4, 2021 at 10am, someone was to come for us to sign the paperwork. No one showed. I called the business and I received no response from the person that we spoke to from the company. I thought it was a problem or if the deal fell through. Our mortgage was due, so I paid it. On the 24th of August, someone from their office called and said she was coming on the 25th to sign the paperwork. We were told we would have 2 months of no house payment. We were told the first payment was October 1st. It seems we only received 1 month of free payment due to them not showing on August 4th. We had to pay it. No one answered nor called us back when we reached out. This was very upsetting to us. We have a limited income and we were counting on the 2 months of no house payments. I have talked to many in customer service and they have yet to email us and or call us back. The person we were working with I find him very unprofessional. I would like to be reimbursed for that one month.

  Business response

  12/02/2021

  Business Response /* (1000, 8, 2021/11/17) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand your frustration with the situation, and we have recently tried to reach out to you on three separate occasions to go over the situation with you. Unfortunately, our attempts to reach you were unsuccessful. After speaking with the Loan Officer you were working with, it seems the refinance had originally not gone through due to us not having the title. However, it looks like your loan is open and active as of now. In regards to the refund you have requested, we are unable to refund any amount of funds that were already paid. If we did reimburse those funds, it would result in your mortgage being one month behind and we are unable to place your account in any form of an outstanding status. It appears your loan was set up in August, and your first payment was not placed until October, which would line up with the two free months of no payments. Once again, we apologize for any confusion with the situation, and hope to have brought some clarity. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at [email protected]. Thank you,

• Initial Complaint

  10/22/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am contacting BBB to try to resolve an ongoing issue. I remortgaged with village cap last year. In the beginning i was receiving my statements one week after the due date. I have been calling them every month to straighten this out. They are blaming the postal services for not doing their job. Now i don't get a statement. I have no problem getting my other bills on time and paying them by check. As I've done all my life. Our contract gives me the option to do electronic payments but I'm old school and still write checks. I do not want to do electronic. That is my option. So now when i call they tell me to pay by phone or online. They are basically trying to force me to go paperless. I pay for their services and i want a statement mailed to me in a timely manner before the bill is due. That is a common courtesy all institutions provide. My credit has been compromised because of this. And they claim it is my fault. Then they report unfavorably to other institutions. I have more than one bill to worry about. I have other things going on in my life without worrying about someone sending me bill. I need a resolution as soon as possible. Please help

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/11/03) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand you are concerned with not receiving your monthly statements. According to our records, it looks like we have been sending them out around 10 days before the payment due date, the delay in receiving this is more than likely due to the ongoing mailing delays. We understand your frustration with this situation, and we would love to assist. We do have several alternatives to making your payment, including mailing your payment to one of our branches if you would like to keep doing them via paper check. You can reach out to our customer service representatives and they can provide you the address needed to send out a check to us, the statement is not necessary for making a payment this way. In regards to your credit report, we have not sent out any negative reports to the credit bureaus, and rather have been reporting your account on time. Once again we do apologize for the inconvenience you have experienced with the delay in receiving our statements, and hope this can provide some clarity on the situation. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at [email protected].

• Initial Complaint

  10/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When we refinanced our home, they stated Payoff can happen at any time without delay and no penalties. Now that we are trying to purchase new home and have a closing date set, they are stating they need 7 days to comply and get exact payoff for title company. That was NEVER explained and is causing problems with our funding at closing. If we would have known this, we would not have financed with them. All other lenders provide it electronically same day. They also told the title company to have us pay additional 7,000 for any hidden fees. We have our most recent statement that shows Mortgage Balance . Why would we agree to pay additional money especially when we have a lot of money in escrow balances that they are going to owe us back. We want a payoff balance issued TODAY to Title Company.

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/10/22) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand you are frustrated with the process of receiving the payoff for your refinance. Typically the payoff process can take a little longer than initially anticipated, we strictly follow compliance which states we have 7 Business Days to send out the payoff disclosure, please see below. We initially received this payoff request on 10/13/2021 at 10:37am, and sent out the payoff the following morning 10/14/2021 at 11:30am to your email on file. After speaking with multiple departments it looks like you were assisted back in May, and your refinance closed successfully on May 10th, 2021. We do apologize once again for any inconveniences you may have encountered during this process, and hope to have brought some clarity on the situation. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at [email protected]. https://www.consumerfinance.gov/rules-policy/regulations/1026/36/#c-3 (3) Payoff statements. In connection with a consumer credit transaction secured by a consumer's dwelling, a creditor, assignee or servicer, as applicable, must provide an accurate statement of the total outstanding balance that would be required to pay the consumer's obligation in full as of a specified date. The statement shall be sent within a reasonable time, but in no case more than seven business days, after receiving a written request from the consumer or any person acting on behalf of the consumer. When a creditor, assignee, or servicer, as applicable, is not able to provide the statement within seven business days of such a request because a loan is in bankruptcy or foreclosure, because the loan is a reverse mortgage or shared appreciation mortgage, or because of natural disasters or other similar circumstances, the payoff statement must be provided within a reasonable time. A creditor or assignee that does not currently own the mortgage loan or the mortgage servicing rights is not subject to the requirement in this paragraph (c)(3) to provide a payoff statement. Thank you,

• Initial Complaint

  10/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I refinanced and closed my new mortgage with Village Capital Investments in August. I was told I could skip September mortgage and my first payment with them would be Oct 1. By mid September I still had not received my first bill for my first payment due Oct 1. I have tried to call my loan officer with Village several times over the last 3 weeks, emailed, texted. No response. Called customer service and they said they can't help me that only my loan officer can help me. Called my former mortgage company and as of Oct 5, my loan has still not been paid by my new mortgage company and was told since I haven't paid Sept Mortgage they sent it to collections. My credit will now be ruined. I can't get anyone to help me. I don't know what to do.

  Business response

  11/01/2021

  Business Response /* (1000, 5, 2021/10/18) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand your frustration, and as of right now we are reclosing this loan and aiming for a closing date of October 30th, 2021. This would make your first payment January 1st, 2022. We apologize that our level of communication did not meet your expectations and hope this can provide clarity on the situation, as we are actively working on trying to get everything finalized for you. Once again, we do apologize for the lack of communication on our end and for any inconvenience this may have caused you. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at [email protected]. Thank you,

• Initial Complaint

  09/29/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I keep receiving letters in the mail for refinance I have contacted village capital on numerous occasions to stop sending me the their literature They continue to send me letter after letter harassing me. Please make them stop. I have no intentions of doing any business with them, I feel like I am being bullied.

  Business response

  10/06/2021

  Business Response /* (1000, 5, 2021/10/01) */ On behalf of Village Capital & Investment, we appreciate you taking the time to provide your feedback and experience with us. We have Confirmed with Marketing that you have been removed from the mailing list as of today 10/1/2021. Apologies If there are some mailings that went out before today. Please call customer service directly if you have any further questions. 800-919-0068 Thank you Consumer Response /* (2000, 7, 2021/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) If I am truly removed from their mailing list I am satisfied.

• Initial Complaint

  09/25/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Village Capital Investments is our Mortgage carrier. They have messed up the amount of out payment for the first 3 payments (June 2020) we made. They had it set at 200 dollars more than we were supposed to pay. This made us late on payments for 3 months which not only messed up our payment history that they would not fix even though it was their fault. This also dropped our credit score. Once they fix the amount we made almost a full year of payments. Village Capital call us and offered us a refinance. The man we were working with DAVID A***** told us not to make any payments until we were closed. This refinance started the end of June 2021. He drug it out until the beginning of September. The whole time we had been racking up late fees and received collection call even though they could see on our account that we were refinancing. We are now considered 2 months behind with late fees. They denied our Refinance do to bad payment history, which they caused and TRASHED OUR CREDIT SCORE.

  Business response

  11/01/2021

  Business Response /* (1000, 6, 2021/10/04) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We have spoken with the Loan Officer you were working with and it was apparent that you were not advised to stop making any payments, and were in fact advised to make July's payment. As you are aware, there was a delay in the refinance process and this was due to the address change situation, we first requested this information from you back in July, and it took longer than anticipated to receive this information so that we would be clear to close the loan. This was when we discovered the 30 day delinquency situation with your previous mortgage. Unfortunately, when we suggested that you make July's payment, that payment was applied towards the month of June, as you were already 30 days behind on your previous mortgage. As far as the late charges go, typically when the refinance process is finished, any extra fees are included in the total payoff amount. The reason your request to refinance was denied was not due to the late charges associated with the account, but rather the 30 day delinquency that occured back in June of 2021. Once again, we apologize for any confusion and hope to have brought some clarity to the situation. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at [email protected]. Thank you, Consumer Response /* (3000, 8, 2021/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) We spoke with Mr. A***** at the beginning of June about doing a refinance. He emailed us to ask for some information on June 8th. We had asked if we needed to make a payment and he said not to until the refinance was closed which he said he would contact us and let us know. He said the June payment would be deferred and we would make the knew payment about in July. July came around and still nothing about the process. Collections called us and lets us know that we were behind on the June payment. We explained about the refinance and they stated that they could see it on our account. In July we were told the same exact thing as June until we again received a call from collections. We asked Mr. A***** and he told us to go ahead and pay the July payment. In August he told us he would be sending out someone with papers for us to sign and he would let us know what day and time. We didn't hear from him again. Then we received a denial letter, not a phone call or email from Mr. A*****. I don't understand how Village Capital would have the wrong address for us if they have been sending mail to us for over a year. Not only that but they received our Mortgage from ********* Mortgage so how was Village Capitols information not correct. When the mortgage was first switched from ********* to Village Capital they had our interest rate at 5% and it was supposed to be at 3.5%. We received late fees and they were not applying the Money we sent in for the payment because they were saying we were not making full payments. That is the first time they wrecked our credit score and we had to pay 200 dollars over the amount it was supposed to be. If Village Capital didn't not have the correct papers for the address then why did they not contact ********* Mortgage since they inherited the contract from them. I had to contact ********* to have them resend the information. I have emails from both Bay shore Mortgage and David A***** that can be submitted. I will not stand for this! You are putting my family in an extremely hard position not just an inconvenience. This is not how good business is done! Your supposed to help your customers and ruin their credit score and payment history!! Business Response /* (4000, 11, 2021/10/08) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand your frustration and are working to do everything in our power to help resolve the situation. Your Loan Officer has provided documentation stating that we informed you to make your June and July payments. While this refinance offers the ability to add interest into your loan amount all mortgage payments are required per the Note signed with your current lender. The delay in processing this refinance occurred with an address change in which underwriting required documentation of to issue a clear to close on the new loan. Underwriting had not received the adequate documentation requested and decided to call the county to obtain it. As far as not receiving any communication with your Loan Officer, they had sent out multiple emails to you on August 19th, 24th, and the 27th in hopes of communicating the decision that was made on your refinance. Once again we apologize that your refinance did not go through, for any miscommunication you may have had between us at Village Capital and yourself, and for any inconvenience this may have caused you. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at [email protected]. Consumer Response /* (4200, 13, 2021/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand that he told us to make the payment but it wasn't until the payments were already late. Can you please explain the address problem? You have been sending mail to the *************** address for over a year, so how would you not know? Not only that but this was something that was passed on to you from ********* Mortgage. Are you saying that you accepted a mortgage loan without having all the information. Bay shore sent you all the information when you took over the mortgage. I will contact them and let them know that you are saying they didn't give you all the information. This is ridiculous, promises were made that your company never followed through with. I will not let this go! Business Response /* (4000, 15, 2021/10/18) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. After further review, it appears this was due to an error in our system and we would like to rescind the previous responses given to you. More information was brought to our attention to enlighten us on the situation, and we have spoken with the Credit Department in order to resolve this issue. They have sent a letter via mail to your mailing address on file in regards to the corrections made on your account, this was sent out on October 11th, 2021. We apologize for this inconvenience to you and hope to have brought the assistance you were requesting. Please keep an eye out for the letter in the mail, this letter should garnish any needed proof stating the corrections made on your account. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at [email protected]. Thank you, Consumer Response /* (4200, 17, 2021/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received the letter yet and would like to know what exactly will happen with my account before I accept. Please explain the terms. Thank you Business Response /* (4000, 20, 2021/10/20) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. In regards to the letter sent out to you, it is essentially going over the corrections made on your account and a timeframe on when they should take effect. Although we can correct negative reports on our end and send them out within a 24 hour timeframe, it can still take the credit bureaus up to 30-45 days to reflect these changes. We apologize if you have not received the letter yet, as we are still experiencing delays with the US Postal Service, but still keep an eye out for it. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at [email protected]. Thank you, Consumer Response /* (4200, 22, 2021/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yesterday on Tuesday October 26th we received another call from collections. We explained that we were going through a case with the BBB and have not received any kind of letter informing us of what was happening with our account. We did however receive a letter stating that we were past due on our payments. I also received a statement saying that our total amount due is 4,402.69. We are NOT refusing to make payments. Our last one was made on September 27 2021 of 1,446.49 which included the late fee. I know very well that you are able to defer the past payments and add them to the end of the loan. We are trying our best to catch up on our payments but how will we be able to? There is no way to pay 4,400 dollars all at the same time. That means that our credit score will keep getting hit over and over again. I believe with all that we have been through with your company the least you can do is help us to get back on track, which we were until we started the refinance with your company. Working with your company is becoming extremely difficult to work with and is adding all sorts of stress to the clients that your supposed to look out for. You have already started that the problem was cause by your company not onboarding correctly. I am uploading the statement I was speaking of. Business Response /* (4000, 25, 2021/10/29) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. That being said, we completely understand that this process has been frustrating for you and your family, but as discussed previously we have helped take care of the credit reporting issue and Late charges on your loan, we can also resend your correction letter since it was not received previously. We understand that this situation may have put a strain on you and your family financially, because of this we do have options to help assist with making your payments on time going forward. Our loss mitigation team is more than willing to provide options for a comprehensive payment plan that fits you and your families needs to put you on the right track for your payments. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at [email protected]. Thank you, Consumer Response /* (2000, 27, 2021/11/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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