ComplaintsforVillage Capital & Investment, LLC

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I fall behind on my mortgage i was not explain i was going to have a lien i got multiples fifferent miss information *** when i asked for a supervisor called me and was already with the attitude told me he was going to cancel to be able to pay at the end of my mortgage contract and told me now after the agebt before told me i owed ***** told me i needed to pay 8000 and that they should of had not taken my payment to start paying again. I do not want to be contatct it by ***** i need another mananger or supervisor told me they sent me a letter on the 2/6 today is the 8th impossible to have received the letter and told me the application went out yesterday.

  Business response

  02/19/2024

  We are in receipt of your correspondence addressed to the Better Business Bureau, dated February 8, 2024. You stated that Village Capital & Investment LLC has failed to inform you that the partial claim would be a second lien on your home. Village Capital & Investment LLC disputes all claims of failing to properly inform borrowers of loss mitigation procedures stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
  
  On February 8, 2024, our ************************** at Village Capital & Investment LLC received a phone call from you during which you verbally accepted the terms of the partial claim. Our representative thoroughly reviewed the partial claim details with you and addressed all your questions. During the conversation, you mentioned that you were unaware of the impending foreclosure, to which our representative explained that we had attempted to contact you through multiple channels, including calls, texts, emails, and **** notifications, regarding the delinquency.
  
  Additionally, on February 8, 2024, a supervisor called you as per your request, to further discuss the partial claim. During this call, it was reiterated that accepting the partial claim would result in a second lien on your property. You were also informed that you had the option to reinstate without signing the partial claim package. By this time, the previous representative had already accepted payments, and you were assured that your account would be current by March.
  
  We believe that this response fully addresses the concerns outlined in your Better Business Bureau correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************. 
  
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have not received my 1098 as of today, 2/6, to file my 2023 taxes. I would appreciate a prompt response to this matter to avoid a delay in filing my federal and state income taxes.

  Business response

  02/19/2024

  We are in receipt of your correspondence addressed to the Better Business Bureau, dated February 8, 2024. You stated that Village Capital & Investment LLC has failed to inform you that the partial claim would be a second lien on your home. Village Capital & Investment LLC disputes all claims of failing to properly inform borrowers of loss mitigation procedures stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
  
  On February 8, 2024, our ************************** at Village Capital & Investment LLC received a phone call from you during which you verbally accepted the terms of the partial claim. Our representative thoroughly reviewed the partial claim details with you and addressed all your questions. During the conversation, you mentioned that you were unaware of the impending foreclosure, to which our representative explained that we had attempted to contact you through multiple channels, including calls, texts, emails, and **** notifications, regarding the delinquency.
  
  Additionally, on February 8, 2024, a supervisor called you as per your request, to further discuss the partial claim. During this call, it was reiterated that accepting the partial claim would result in a second lien on your property. You were also informed that you had the option to reinstate without signing the partial claim package. By this time, the previous representative had already accepted payments, and you were assured that your account would be current by March.
  
  We believe that this response fully addresses the concerns outlined in your Better Business Bureau correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************. 
  
  

  Customer response

  02/20/2024

   
  Complaint: 21256561
  
  I am rejecting this response because: they provided a response to someone else's inquiry. I was simply asking about when I would receive my tax statement, which I have received now albeit it wasn't mailed until after the required 1/31/24 cutoff. Based upon others' reviews of this company this is a perpetual problem.
  
  Sincerely,
  
  ***********************

  Business response

  02/20/2024

  We are in receipt of your correspondence addressed to the Better Business Bureau, dated February 6, 2024. You stated that Village Capital & Investment LLC has not allowed you access to your 2023 1098. Village Capital & Investment LLC disputes all claims of withholding tax documents from borrowers stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
  
  On January 31, 2024, Village Capital & Investment mailed out all 1098 forms via ***** In addition 1098s are available through our secure online portal.
  
  We believe that this response fully addresses the concerns outlined in your Better Business Bureau correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************. 

  Customer response

  02/20/2024

   
  Complaint: 21256561
  
  I am rejecting this response because forms were not mailed by 1/31/24 as required. They were issued after the fact and I do consider the matter resolved. But would like the record to reflect that the timeline for required mailing was not met and was acknowledged by Village Capital representative when I last called asking about it.
  
  Sincerely,
  
  ***********************

  Business response

  02/29/2024

  We are in receipt of your correspondence addressed to the Better Business Bureau, dated February 21, 2024. You stated that Village Capital & Investment LLC has failed to mail your 1098 in accordance with federal law. Village Capital & Investment LLC disputes all claims of failing to mail 1098s in accordance with federal law stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
  
  After reviewing the recorded phone call with a representative of Village Capital & Investment LLC, it appears that there was a misunderstanding. The representative mistakenly stated that the 1098 form was mailed on February 7, when the intended statement was that it should have been received between February 7 and February 14. It is important to clarify that all ************************************* before January 31, in compliance with federal law.
  
  The representative has been informed of the correct timelines regarding the mailing and receipt of the 1098 forms to prevent similar confusion in the future.
  
  As of the date of this written communication, you do have access to your 1098 documents.
  
  We believe that this response fully addresses the concerns outlined in your Better Business Bureau correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************. 
  
  

  Customer response

  02/29/2024

   
  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

  02/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Me and my wife recently bought a new home last Sept. Village capital was our old mortgage company, they have closed our portal for the account, and have withheld the single piece of paper we need to file taxes the 1098. We were thinking of refinancing with them, but have resolved after many many attempts to obtain a single piece of paper not to. A paper that was ******** days ago

  Business response

  02/14/2024

  We are in receipt of your correspondence addressed to the Better Business Bureau (BBB), dated February 6, 2024. You claim that Village Capital & Investment LLC has not dispatched 1098 forms via mail. Village Capital & Investment LLC disputes all claims of unethical practices stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
  As of January 31, 2024, all 1098 forms were dispatched through **** and made accessible on our online portal. Furthermore, Village Capital & Investment LLC conducted an additional step of emailing a copy of the **************************************** our records.
  We believe that this response fully addresses the concerns outlined in your Better Business Bureau (BBB) correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************. 
  
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I owed Village Capital investment LLC 3 months of mortgages, I tried to pay what i owed they told me I had to pay the entire bill which included late fees. I said OK, I will pay $9600. I was then told my reinstatement was $10,214.53. I asked why it was so high? Legal fees, OK no problem I was then transferred to a supervisor to take my payment. She proceeded to inform me that it was now $12,122.53 this was within 4 hours from what i was originally told. Now this email i have is stating it's $14,406.05 in order to be reinstated.I have to pay the full amount. Why is this company still in business I have been trying since December to pay all the I should Owe and now its just out of control.

  Business response

  02/13/2024

  We are in receipt of your correspondence addressed to the Better Business Bureau (BBB), dated 02/02/2024. You claim that Village Capital & Investment LLC has wrongfully increased your reinstatement amount. Village Capital & Investment LLC disputes all claims of unfair and unethical practices stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
  
  On December 18, 2023 Village Capital & Investment LLC mailed a breach letter that stated you had 35 days from the date of this letter to pay the full amount of $7,300.26 in order to make your loan current and active. As of January 23, 2024 the amount was not received therefore having additional charges added to your reinstatement fee. 
  
  Upon review, on January 23, 2024 you requested the amount to bring loan current. At that time you were due for October 1, 2023. The total amount for reinstatement is $14,506.05, which is good through February 23, 2024. As you are due for October 1, 2023, the amounts increased due to having additional monthly mortgage obligations that went unpaid. 
  
  On January 17, 2024 a letter was mailed to your mailing address stating that ************* is going to be your new servicer beginning February 6, 2024. If you have additional questions regarding reinstatement please contact *************. The letter is enclosed for your review.
  
  We believe that this response fully addresses the concerns outlined in your Better Business Bureau (BBB) correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************. 
  
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Jan ******************************************** for property taxes that I am exempt from paying as a disabled veteran. On numerous occasions I have called asking VC to send me a check for this reimbursement that I was erroneously charged at closing despite providing documentation of tax exemption. I have been told on such occasions that I would be receiving this refund via paper check. We closed on Nov 3 and today is February 1st. Today, Feb 1st I contacted VC to inquire about my refund. The agent advised that the funds had been deposited in escrow. When I advised I had already asked for a direct refund, she stated she did not see that record. I was not until I played her the recording of the call with VC from the prior date, that she acknowledged a request but then advised it had not been processed. This was almost 3 weeks later.Village Capital erroneously forced a disabled veteran exempt from property taxes, to pay property taxes at closing. Then when provided the same documentation showing the exemption, which has been previously shown before closing- acknowledged the exemption and promised to refund the funds. However instead of doing so, they have held onto the funds and refused to refund as promised.I have submitted a complaint to them directly, and they have simply not responded.

  Business response

  02/13/2024

  We are in receipt of your correspondence addressed to the Better Business Bureau, dated 02/01/2024. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
  
  The tax refund was deposited into escrow on 01/16/2024. Your tax analysis was done on 02/01/2024 and it was determined that you had an overage of $771.43. That amount will be generated and mailed out to you on 02/13/2024. The ***** tracking number is 270927556959.
  
  The full tax return of $2,326.41 will not be mailed out due to still needing funds in escrow to pay out homeowners insurance.
  
  We believe that this response fully addresses the concerns outlined in your Better Business Bureau correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************. 
  
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1/17/24 keep getting charged late fees. I have never paid my bills late, I have good credit, I have no other issues with any company other than this one. Refuse to deduct late fee because their processing the statements are slow.

  Business response

  02/06/2024

  We are in receipt of your correspondence addressed to the Better Business Bureau, dated ******* 27, ****. You stated that Village Capital & Investment LLC has fraudulently applied late fees to your account. ********************************************* & Investment LLC disputes all claims of misapplying late fees to borrowers accounts stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
  
  Per your acknowledgment on the Recorded Security Instrument, your monthly mortgage payment is due on the first day of each month. As a courtesy, Village Capital & Investment LLC provides a 15-day grace ******* however, if payment is not received in full by the 16th day of the month, a late fee will be applied. Regarding your account, the payment for December 2023 was received on December 19, 2023. As of February 5, ****, we have not received a payment for ******* ****.
  
  We believe that this response fully addresses the concerns outlined in your Better Business Bureau correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a disabled veteran. I do not pay property taxes in my state. I called Village Capital for weeks in 11/24 to request an escrow analysis to mo avail. Once ***** reach them I was told I could not request an escrow analysis because ***** was 60 days out. I have yet to receive an escrow analysis or any correspondence. Because of this my escrow payment remains high. To help elevate this issue i asked that my taxes not be withheld from my mortage payments that was denied. I don't understand why I am paying an escrow payment for taxes I dont pay.I feel as though Village Capital is not servicing of veterans or the special needs or circumstances surrounding us.

  Business response

  02/06/2024

  We are in receipt of your correspondence addressed to the Better Business Bureau, dated 01/26/2024. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
  
  An escrow analysis was ran on 01/17/2024 and there was an overage of $7,499.13 that has been disbursed and mailed to you. After research, the first half of the taxes to be paid is $1,214.00 your updated monthly payment will go down to $3,267.51 starting March 1st. Once the second half of your tax amounts become available your monthly payment will be adjusted again.
  
  We believe that this response fully addresses the concerns outlined in your Better Business Bureau correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************. 
  
  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I been having issues with making my loan payment because I lost my job but have since gotten a new job. I went in to pay my mortgage and noticed some fees on my account that are very suspicious to say the least. I have cameras that monitor my home inside and out 24/7 at all angles. I looked at my mortgage statement and I am being charged a $30 dollar property inspection fee. The problem with that is no one came out to my home on 12/27/2023 to inspect my home. I know because I was home all day and have cameras that prove it and record all cars and license plates that pass my home. There was no inspection done and certainly no one came and knocked on my door to inspect my home and no one stopped in front of my home nor passed my house looking out their car window. So this is a fee that is erroneous. I have attached the statement and I can send all video files from my security system. If the mortgage company is going to commit fraud by charging me a fee for no reason they better dam make sure we don't have cameras fudge. Secondly, Since I was late on my mortgage again because of job loss I noticed that they are doubling up the late fees on my account and are charging me late fees and Default related costs fees. According to *** merchant law and cfpb and fcc laws they can only charge one late fee per month not two which is essentially what they are doing with this default related costs fee and late fees on my account they are pyramiding late fees on my mortgage which is highly illegal. They have been doing this for years and at this point they need to pay off my house as they now owe me ********** for pain and suffering and emotional damage for these fees plus my house paid off in full. The default related fees are now up to 50 dollars and no one at their company can explain to me what they were used for other than what the late fee would be used for. No one at the company is trained properly at all.

  Business response

  02/01/2024

  We are in receipt of your correspondence addressed to the Better Business Bureau (BBB), dated January 19, ****. You claim that Village Capital & Investment LLC has charged illegitimate fees and has wrongfully increased your monthly mortgage payment. Village Capital & Investment LLC disputes all claims of unfair and unethical practices stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
  
  After further review, Village Capital & Investment LLC charged you a fee for a property inspection. On January 20, **** **** Brothers, the property inspection company, went to your property and did an inspection of the outside of your property. Direct contact was made as it states the owner of the property was leaving as the inspection was beginning. As it states in your Recorded Security Instrument under section 13. Loan Charges, ****** may charge Borrower fees for services performed in connection with Borrowers default, for the purpose of protecting Lenders interest in the Property and rights under this Security Instrument, including, but not limited to attorneys fees, property inspection and valuation fees. This document serves as a legally binding contract and is endorsed by your signature, indicating your acceptance of the terms and conditions outlined herein. It is provided for your examination.
  
  On January 17, **** Village Capital & Investment LLC mailed your Annual Escrow Account Disclosure Statement. In this document it outlines the contents of your escrow amounts, it provides why the payment has increased and what is needed so your payment will not increase as much. The borrower's assertion of decreased taxes was addressed by confirming the accuracy of the amounts with the tax vendor, ******, and the county.  As explicitly stated in 1024.17(i), the servicer is required to furnish the borrower with the annual escrow account statement within 30 calendar days following the conclusion of the escrow account computation year, subsequent to conducting an escrow account analysis. Per the ************************************ (CFPB) an Escrow account analysis means the accounting that a servicer conducts in the form of a trial running balance for an escrow account to:
  
  (1) Determine the appropriate target balances;
  
  (2) Compute the borrower's monthly payments for the next escrow account computation year and any deposits needed to establish or maintain the account; and
  
  (3) Determine whether shortages, surpluses or deficiencies exist.
  
  Village Capital & Investment LLC informed you that in order to bring your loan current you needed to make a payment in the amount of $6,734.34 by January 31, ****. As this payment has not been made, the company has invoked its right to require all outstanding fees and monthly mortgage payments to be settled at once, totaling $9,207.23.
  
  This resolution aligns with the terms and conditions outlined in the loan agreement, and Village Capital & Investment LLC asserts its adherence to applicable legal and regulatory standards. If the borrower has additional concerns, it is recommended that they thoroughly review the relevant documents and continue communication with Village Capital & Investment LLC for further clarification.
  
  Additionally, it is imperative to address the issue of inappropriate conduct during the course of this investigation. Village Capital & Investment LLC acknowledges instances of vulgar language, harassment, and alarming threatening comments directed towards its agents and executive team by the borrower. Such behavior is unacceptable and hinders the resolution process. In response to these serious concerns, and with the aim of maintaining a professional and respectful communication environment, the borrower will be limited to mailing in correspondence for the time being. This measure is implemented to ensure a civil discourse and to protect the well-being of the company's representatives. Village Capital & Investment LLC remains committed to resolving any legitimate concerns within the bounds of respectful and constructive communication while prioritizing the safety and dignity of its personnel.
  
  We believe that this response fully addresses the concerns outlined in your Better Business Bureau (BBB) correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************. 
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May of 2023, the *********** paid all of my past due mortgage payment including past due fees..Village Capital never applied the payment to cover the late fees, as a result, they sold to Planet Lending with late fees still owing that were covered in the attached award letter. I am asking that the late fees for ***** ***** to be credited and forwarded to Planet Lending.

  Business response

  01/25/2024

  We are in receipt of your correspondence addressed to the Better Business Bureau, dated 01/17/2024. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
  
  There was a late fee assessed for the month of April 2023 that was not paid prior to the loan being transferred to Planet Home Lending. There was no late fee assessed for the month of May. A balance of $102.61 for late charges were transferred to Planet Home Lending. 
  
  There was a request on July 28th, 2023 to apply extra funds from a payment made on 05/11/2023 towards late charges instead of escrow but due to the loan being transferred at the time of request there was no way to make corrections towards the loan. We advise reaching out to Planet Home Lending to request the correction be done with them.
  
  We believe that this response fully addresses the concerns outlined in your Better Business Bureau correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************. 
  
  

  Customer response

  01/25/2024

   
  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 however, I suggest that follow-up is made when there is an unresolved issue.There should have been Notification to make contact with new mortgage company instead of allowing the customer to assume the issue was resolved. I would like that stated for the record that I consider that  extremely poor service. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They want stop sending closing documents to my home and keeps calling. Very aggressive and want take no for an answer. I feel harassed and bullied.we chose another company to refinance.

  Business response

  01/25/2024

  We are in receipt of your correspondence addressed to the Better Business Bureau (BBB), dated January 17, ****. You claim that Village Capital & Investment LLC has continuously sent closing documents to your property address. Village Capital & Investment LLC disputes all claims of unethical and unfair practices stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
  
  Upon review, Village Capital & Investment LLC is unable to find any information regarding your complaint. Please provide additional information to ****************************************************** to better assist you. 
  
  We believe that this response fully addresses the concerns outlined in your Better Business Bureau (BBB) correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************. 
  
  

*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. ↩