Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We refinanced our home. Our current mortgage company Amerisave, sent a payoff amount of $43,167.32,. The payoff amount was only *********, which means they were overpaid $406.88. I have emailed payoff@capitalmortgage several times and they keep telling me a check was sent 07/18/2024-$635.40. That was the amount in escrow. That does not include the $406 they were overpaid. They will not contact me about this and are giving me the run around. I just want my money back

  Business Response

  Date: 08/02/2024

  Hello, ******************.

  It seems there may just be a misunderstanding.
  
  You stated in a previous email that the principal balance on 6/24/24 was $42,760.44, and we agree with that. However, you are not taking into consideration the rest of the payoff amount due. The quote is not just for principal, it also includes per diem (daily) interest, late charges, fees, and any disbursements for MIP/PMI that are due. The actual payoff amount on 6/24/24 was $43,203.64. This amount was quoted for a full month's worth of interest with the quote expiring on 7/24/24. Because the payoff was received on 7/9/24,interest was credited back on the final payoff application, so you will notice that in my calculations below.
  
  As previously stated, when we received the initial payoff request on June 24th the payoff quote was $43,203.64. The quote is attached, but I put it in a breakdown below to make it a little easier. I have also included a breakdown of how the payoff wire in the amount of $43,167.32 was applied and placed it beside the payoff quote so you can see the major differences easily. One of the main differences you will notice is the MIP/PMI payment not showing as that specific category on the payoff application clip. This is because the MIP/PMI payment is a part of the T&I payment application, so any excess T&I funds or overpayments would be applied at the same time as the MIP/PMI payment when applying the wire. If you will take a look at that portion of the Payoff Application clip, you will see the deposit into T&I (as excess funds plus PMI/MIP funds) of $126.10.  It turns out that after getting the bill from the MIP/PMI company, you really only owed $28.25 as a final payment, so the difference due back to you was $41.35.
  
  Your escrow balance on 7/9/24 before the payoff funds were applied was $537.55. That along with the added $126.10 made your escrow balance $663.65, however that final disbursement of $28.25 was due the MIP/PMI Company, so the remaining balance of $635.40 was disbursed back to you on 7/18/24.
  
  I hope that this helps clear up any misunderstanding about what was due back to you. If there is anything additional we can provide to help clear this up for you, please let us know. You can feel free to email any of the contacts you have already been speaking with, you can email our customer service group at ***************************************** or you may reach out to us by telephone at ************** option 3. 

• Initial Complaint

  Date:01/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Not receiving bill statements from the company. Months can go by before receiving a bill. Or they come late. Maybe once a year they are on time. I have to make copies of my old bills to mail in the payment due in a timely matter. Also do not receive a payment envelope to mail the bill back which *** asked for on numerous occasions. I suspect they are trying to collect late payments. The statements are printed in the 21st of each month. ************ on env may be 3 weeks later. I was told there is no control over when the statements are mailed out. At times Ive mailed out the bill in a late rush forgetting its due since I never received the bill. Ive called.Emailed Called Complained Emailed over and over.

  Business Response

  Date: 01/18/2024

  Hello, Mrs. ******** We apologize you had a negative experience with our company. We are unsure what could create the issue with your statements not being received timely or, as you mentioned, at all in some cases. Our statements are generated and mailed twice per month: on the 10th day of the month, and again after the grace ****** expires, typically the 16th day of each month. After reviewing your loan history, it appears most of your statements should be generated early in the month, so they should be reaching you long before the end of each month. Please allow us to regain your confidence. Our consumer satisfaction is our priority. We invite you to utilize our web portal at ****************************************************** to access your statements as soon as they are generated. You can access the statements by selecting "Account Info" and then "Documents". If you have any issues gaining access to the web portal, please fill free to reach out to ********************************************** and one of our customer service agents will be happy to assist you. 

  Customer Answer

  Date: 01/18/2024

  I have reviewed the business response and accept this resolution. 

  I recently received the statement due February ****.  

  It was printed out January 10, ****.

  In previous months, all my statements, no matter when I received them, even up to 4 weeks later had been dated the 21st of each month.

  I believe, and hoping that your company will follow through, if statements dating the 10th of each month are promptly mailed.....I will have the mortgage bill on time.  Plenty of time.

  Thank you for making the change......prior to this week, I had not received a bill for the mortgage since October of 2023.

  Looking forward to starting **** on better terms.   Also, one last request, can you include a billing envelope with the statements so I can use your envelopes for payment?  

  Thank you.

  ******

   

• Initial Complaint

  Date:05/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep receiving letters from this business that my mortgage loan is being handled by them, but it is not. I have contacted them once and they indicated to ignore the notices. The loan number on the letters ends in ****.

  Business Response

  Date: 07/19/2023

  ******************

   

  We currently have no advertisements or solicitations being circulated as direct claims to be servicing specific loans or loan numbers.  Please provide us a copy of this advertisement so this may be addressed directly with the company from which this originated.   

  ***********************;

  CEO

• Initial Complaint

  Date:12/02/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has been cold calling me day after day back to back for 30 or more times a day. They ask for ******* and I have asked them countless times to remove this # off their list, but they just keep calling, day after day. I feel this is borderline harassments. I have placed our # on the National Do Not Call list, however this company should honor our request to prevent calls. I cannot see how this company is approved by the BBB based on these practices.

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/12/13) */ Contact Name and Title: ****** ***** COO Contact Phone: XXXXXXXXXX Contact Email: ************@capitalmort.com J **** We do not service your mortgage loan and we do not have your contact information anywhere in our system. We do not have any employees by the name of *******. We are not the entity that has been calling you. You have filed a complaint against the wrong company. If you do find out the information of those calling you and they do represent themselves as Siwell Inc dba Capital Mortgage Services then I would appreciate you sharing that information so I can stop them from impersonating our company.

• Initial Complaint

  Date:12/02/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company I. Question currently servicing my mortgage. I did not choose to work with them, they bought my mortgage from another servicer. I am having problem accessing my loan online to make a payment, and have been calling them for a month now with no answer and no return call. My loan is now 1 month and two days late, and I cannot get anyone on the phone to make my payment. Every time I try to call, it says no one is available, to leave a message, and then outs me on hold for a ridiculous amount of time. Half the time it disconnects automatically. Please help.

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/12/13) */ Contact Name and Title: ****** ***** COO Contact Phone: XXXXXXXXXX Contact Email: ************@capitalmort.com Mr. ****** Your loan has never been seen as behind or late since the transfer to our company. Both payments have been received and it appears you have fully functioning online access. Please be sure you're calling the number on your statement to reach customer service. If that is the number you are calling and your next attempt is an unreturned voice mail please contact me directly at XXX-XXX-XXXX ext **** As a family owned and operated business we pride ourselves in our customer service and I assure you this will not happen going further.

• Initial Complaint

  Date:06/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had nothing but problems with this mortgage company. They keep locking me out of my account so I can't see what is going on with my bill. I'm February I made a payment for what I owed and they attempted to charge my account for a higher amount. I called my bank to see why my payment didn't clear and they told me the amount. I called and they said they "forgot" to apply a credit for the amount I already paid and charged me the full payment plus almost $500 extra. I was told this issue would be corrected and the late fees and returned check fees would be removed from my account since I was charged $29.00 every time they tried to charge my account for the payment I never made. The charges never were removed. Even after calling back about 3 times. The following 2 months I was overcharged almost $500 per month again and late fees again when my payment was made on time. I finally created a new account so I could see what was going on and they charged me $4,000 for insurance after I sent them a copy of my I insurance 3 times. The representative on the phone was able to see my insurance so I was told the full $4,000 would be refunded and an escrow analysis would be done. That was never done and for May I paid my mortgage on May 13. My account was never charged. Spoke with a representative about my account not being charged and she thought it had something to do with me creating a new online account. She said the issue would be escalated and someone would figure out the problem. Again I was charged a $93 late fee and $30 returned check fee. I don't understand what these people are doing, but something is seriously wrong. I would like the late fees and returned check fees reimbursed, the insurance reimbursed and an accurate bill for what I actually owe. Please correct my payment amount as well! Thank you for your assistance.

  Business Response

  Date: 06/17/2022

  Business Response /* (1000, 8, 2022/06/17) */ Contact Name and Title: ****** ***** COO Contact Phone: XXXXXXXXXX Contact Email: ************@capitalmort.com We do not "lock" accounts. The only way an account gets locked is if it is delinquent or there were too many log-in attempts with an incorrect password. There was no payment attempt made in February. Servicing notes and multiple emails between our agents and the borrower show that she was behind and unable to catch up until March due to legal issues with her children and travel expenses. She also mentioned at one point that she was moving. (It may not be worth mentioning here, but according to the security instrument she is supposed to occupy the property as her principal residence for at least one year.) The consumer is misunderstanding the payment arrangement she made to get her account current. Per the telephone conversations she had with collections, she agreed to pay 1 1/2 payments until she was caught up. Multiple letters were sent between January and April to request proof of insurance prior to force-placing insurance on 4/19/22. She provided proof of insurance coverage on 5/17/22. A full refund in the amount of $4459.00 will be credited to her escrow account and adjust the escrow analysis accordingly. May 13th was a Friday so the payment didn't go to the bank to clear until Monday, May 16th. The May payment made 5/13/22 was returned due to insufficient funds, so a returned check fee was charged as well as a late fee assessed since the May payment was now considered late. There will not be a refund issued. Consumer Response /* (3000, 10, 2022/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was caught up on my payments when a payment attempt for the wrong amount was processed. I was told I would not be charged the late fee or returned check fee since it was not my error. There was no attempt to collect the payment I made in May, so I don't see why they said the payment was returned. I was told this was en error because I created a new online account. The insurance was sent SEVERAL times, through email and USPS. I did not supply the insurance information in May because they realized it was already on file and they "overlooked" it. I've been overcharged all these months at no fault of my own. I would like the 2 late fees and 2 returned check fees refunded/deleted from my account. For the record I'm not "Moving" I'm going to visit my parents in Michigan because my dad is having heart surgery. Also, I don't see how that is even relevant to the fact that I made a payment for one amount then you tried to draft a higher amount from my account. I can provide proof from Navy Federal. How is anyone supposed to keep up with the payments when your negligence to do your job causes an unjust increase of this dramatic of an amount to the mortgage payment? I agreed to pay the principal and interest for May and then never heard back until it was already late. The payment has been made and cleared my account already for the full payment along with the late fees and returned check fees I should not be responsible for. I've yet to see a refund or escrow analysis for the insurance overcharge. Last week over the phone I asked how much I actually owe and she could not tell me. I want a refund for the overpaid insurance. She said someone would call within 24 hours to let me know and I haven't heard back. Now my June payment is late. Doesn't seem right since they couldn't even tell me how much I owed. They purposely cause delinquency and then want more money. Serious scammers just want to repossess houses. Business Response /* (1000, 21, 2022/08/26) */ The consumer was being reported as past due since the beginning of our servicing when it was transferred to us by Hometown Lenders. The 1st payment we processed for 11.1.21 came back as NSF. The 11.1.21 payment was later received 11.30.21 via ACH, next due 12.1.21. 12.29.21 we received ACH payment for the 12.1.21 payment but was reversed on 1.03.22. 1.28.22 1st letter regarding the Insurance was issued - Mailed 2.1.22. 2.28.22The initial analysis was processed in February for a 4.1.22 change date including the Forced Placed insurance that had been issued but the invoice had not been received to be disbursed.) The new T&I portion increased to $856.15 effective for 4.1.22, increasing from $406.05. 3.3.22 we received ACH that was for the December 2021 and January 2022 payment - partial $942.88 in Unapplied for February. 3.4.22 2nd Insurance letter regarding FPI was issued- mailed 3.15.22 Due to the number or NSF ACH items we had received, the loan was due for the 4.1.22 payment as of 3.21.22 when ACH was posted. 3.31.22 we received ACH payment for the 4.1.22 payment but was reversed on 4.5.22 as No account found. 3.25.22 Forced Placed Insurance Certificate issued - mailed (see attachments) The 4.1.22 payment was received via ACH on 4.6.22 including the higher T&I payment, leaving due for 5.1.22, but was $492.78 less than the 4.1.22 ACH The Forced Placed ins premium was disbursed 4.19.22 for $4,459.00 because we had not received response to our force placed insurance notices (see attachments) . 5.16.22 we received ACH payment for the 5.1.22 payment but was reversed on 5.19.22, leaving due for 5.1.22. The 5.1.22 payment was received via ACH on 6.16.22 including the higher T&I payment, leaving due for 6.1.22. 6.30.22 wPer request, ******** has reversed the surplus of $1,020.96 and placed in unapplied that we can use to help with pae received ACH payment for the 6.1.22 payment but was reversed on 7.06.22 as NSF, leaving the loan due for 6.1.22. 7.14.22 we received the full refund for the FPI because the consumer supplied us with proof of alternative insurance in the amount of $4,459.00 and applied to escrow (see consumers statement attached). An escrow analysis was processed . escrow department revised the escrow analysis and this was mailed along with the Escrow Surplus check of $1,020.96. The statement generated 7.20.22 (see attached) contains Payment posted / returned / late fee / check return fee. It also contains the $4,459.00 into T&I on 7.14.22 and Surplus on 7.14.22. Per request, the escrow department has reversed the surplus of $1,020.96 and placed in unapplied that we can use to help with past due payment. The borrower had a broken promise to pay on 8.12.22. If we had received the payments for June and July, the reversed surplus check would be sent to the borrower. If the borrower chooses to use the surplus for a portion of the outstanding payment we need a written request from the borrower. We have mentioned several attachments in this response that we will upload as soon as the BBB allows us as there is no place in the current response portal to provide documents. Business Response /* (4000, 23, 2022/08/26) */ ***Document Attached*** Here are the attachments mentioned prior. This should evidence we have followed appropriate servicing protocol as set by the CFPB and the FHFA. We do not take consumers homes. We do not own these loans. We have no interest in any results of a foreclosure. Consumer Response /* (4200, 25, 2022/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The transaction in January was returned because I scheduled a payment for $946 (which was all I owed) and I was charged my full mortgage plus extra due to the insurance issues. I was told the late fees and NSF fees would be refunded and never were. I was also charged $29.00 by Navy Federal due to the unauthorized payment. I would like a credit to my P&I for this amount. After the first notice I received this notice and called. I was told my insurance was on file and I was good. After the second notice I sent an email stating you have my insurance information on file. I never got a response and was charged for insurance anyway. When I received the insurance certificate I called again and was told "I found your proof of insurance you don't need to send it again" Meanwhile due to my ex husband going to jail I had to take 2 unexpected trips to Colorado to get my daughter and her belongings so she didn't end up in Foster care, which is why I fell behind again. I contacted capital mortgage and tried to work something out and was told the investor was not interested in making a deal and it would be foreclosed if I didn't pay the full amount owed plus the additional money due to the escrow account mixup within 2 months. Meanwhile I was still being charged an extra $500 per month and lost my job due to the court issues. I called again when I received the "forced insurance notice" and said the insurance docs were provided by hometown lenders and I emailed them, but should I send them again and was told they didn't need me to send my insurance, they already had it on file. I asked them to correct my payment and I was told it would take a couple months to get my payment corrected and meanwhile there was nothing I could do. So I was still overcharged even though capital mortgage had my insurance information the whole time. I offered to pay P&I through text and email and did not get a response. I was able to pay through may, but in June could no longer keep up since I had neglected my other bills so I didn't get foreclosed. A check was never issued, this was a lie. I was told one was mailed on 7-14. Capital Mortgage failed to provide proof of a mailed check. I asked for another check to be issued and I was told I would get a call back. I never got a call back. I sent emails and text messages and did not get a response. I never asked for anything to go into an unapplied account. I received a call looking for payment and told them I could make my June payment on 8-31 IF I RECEIVED MY REFUND CHECK. I was told the check would be reissued and it was not. There are conflicting stories about what actually happened with my refund check. I was told I would be sent the check so I could pay, now I'm being told I was not sent the check because I didn't pay. It's entrapment. I just want my refund. I'm requesting capital mortgage to accept this as my written request for a REFUND CHECK to me at my home address **** ********* Drive and provide a tracking number when mailed. Per request, the escrow department has reversed the surplus of $1,020.96 ***Who's request? If we had received the payments for June and July, the reversed surplus check would be sent to the borrower. ******** How can I afford to pay when I was severely overcharged and you refuse to send me the refund check? So first I was sent a check, then I wasn't, now I need to request my money in writing? which is it? I never received any correspondence telling me what I need to do nobody responds to my emails or text messages. I want a check for the refund and the late and NSF funds waived. I also want negative marks taken off of my credit report. Capital mortgage refuses to take responsibility for their actions and it has put myself and my family in a hardship situation. I'm 100% disabled veteran, I think I deserve capital to take responsibility for the things they did wrong and correct my credit report and waive those fees. I have a third party that contacted the investor and the investor has agreed to participate in the flex finance program to assist me with these issues. Therefore, I would like. refund and a credit for late fees, NSF charges and the $29 fee from Navy Federal for the payment capital mortgage tried to take that was not authorized. As mentioned before I authorized $949 and capital tried to take over $2300 creating this $29 fee. I am requesting the following: -A refund CHECK with tracking for the escrow mishap. -Late fees and NSF fees to be waived and fees already paid be credited to my P&I - A credit to my P&I for the $29 fee created by the unauthorized payment - Negative marks be removed from my credit report. Thank you