360 Mortgage Group, LLC

Mortgage Group, LLC (“Mortgage”) is in receipt of your rejection of our Revdex.com response in addition to your complaint # XXXXXX-*** filed with the Consumer Financial Protection Bureau (“CFPB”) on 09/15/regarding your tax and insurance escrow account for your VA loan number XXXXX*** ? Our records reflect that your loan with Mortgage is as follows: XXXXX***, with a Note date of 2/18/was acquired by Mortgage from your lender on 3/5/with a first payment due date of 4/1/for your primary residence ? At the time of loan closing, the 2nd half taxes of $1,were due to be paid by 5/10/2015, for which, based on the origination documents provided to Mortgage by your lender, you provided these funds at closingYour lender’s title closing agent paid your $1,2nd half tax installment.? Your prior servicer, also paid your $1,2nd half tax installment, which caused a credit balance for this amount at the county taxing agencyBoth your lender’s title closing agent and your prior mortgage loan servicer, paid the 2nd half taxes, creating the overpayment of $1,637.67, which we have determined was retained by the county taxing agencyMortgage was not involved in either of these tax paymentsThe payment by your lender’s title closing agent was taken into account by Mortgage when we set your next tax payment due date as November for your 1st half installment, estimated to be $1,Mortgage could not have known your previous servicer would also pay the tax amount, but your previous servicer should have reported this payment to you with a Short Form Escrow Analysis when your previous servicer refunded your escrow balance, reduced by their $1,payment of your 2nd half taxesThis should have alerted you that your taxes had been paid twice ??" from your new loan with your lender and by your prior servicer ? When Mortgage received the tax bill from the county in November 2015, it was for $Mortgage paid the $county tax bill and updated our servicing system to reflect the 2nd half tax amount for to $Industry practice is to estimate future taxes based on actual tax paymentsWe now know the $county billed amount for 1st half taxes to be the difference between the $1,1st half tax assessment and the $1,which the county had retained from your lender / previous servicer’s double payment of 2nd half taxes.? On 1/22/Mortgage completed an escrow analysis and due to the adjusted tax amounts, an escrow overage check was mailed to you in the amount of $1845.02.? As a result, your monthly tax & Insurance escrow payment was reduced from $to $We agree that the large reduction from estimated taxes to actual billed taxes should have been a red flag, and procedures, implemented in early 2016, identify variances such as thisOur records do not reflect that you contacted or complained to Mortgage when you received the $1,escrow refund check in January or when your monthly escrow payment was reduced by $per the January escrow analysis.? ? ? ? Mortgage, as stated in the above paragraphs, was not involved in any payment of taxes on your property until the 1st half tax installment paid on-time in November All prior tax payments, including the double payment of 2nd half taxes in April were made by your prior servicer, and by your lenderWe agree that $county tax bill could have highlighted an issue, but to summarize the financial impact to you: ? ? $1,??" You received an $1,escrow overage refund in January +? ? ? ? $1,??" Your monthly payment was reduced $for months =? ? ? ? $3,??" You had these funds available to you from the refund / reduced payments ? $3,??" This was the amount of your escrow shortage ??" less than what you kept in cash from the escrow overage refund and reduced monthly payments ? Regarding your monthly payment: ·? ? ? ? ? ? ? ? $1,??" Your original total mortgage payment ·? ? ? ? ? ? ? ? $1,??" Your agreed upon payment with the month spread of the shortage ·? ? ? ? ? ? ? ? $? ? ? ? ??" Increase from your original payment ? You had funds available to you, from the $1,escrow overage refund check and the $reduced monthly payments, that exceed the amount of escrow shortage, and your new monthly payment, which includes the correct monthly pro-rations of the most recently paid semi-annual taxes of $1,697.99, is only $greater than your original payment when your loan closed with your lender ? Mortgage does not believe you have been financially harmedWe apologize for any inconvenience caused by the correction of your monthly payment, which we hope you consider the 36-month spreading of the escrow shortage to reflectIn addition to the 36-month spread, we will contribute $into your escrow account in recognition of any inconvenienceThis $credit will be reflected on your next monthly billing statement’s itemized breakdown of activity on your account ? Regards, ? Customer Care Mortgage Group, LLC

Complaint: ***
I am rejecting this response because:
The email you sent to me that links to your website did not let me respond and that is why you never received a response as to why I do not accept the response made by the business to resolve this complaint or my reason for rejection of their response? This is my response - The company has not denied it's deceitful practices or the fraud it commits on the unsuspecting - it only referred to how it deceives the public with tiny fonts of well hidden clauses it uses as it sees fitThe company did not state why I was not qualified when the flyer they sent through the mail clearly states that I have been "pre-qualified"The company did not say why it uses "superscript" in the first place unless it is their way of deceiving the public? Thank you, *** ***

Complaint: ***
I am rejecting this response because:? The facts of this issue remain unresolved:? 360Mortgage failed to take proper steps to ensure the solvency of my account through financial projections, such as review of several years’ tax history, flagging of dramatic tax changes, and a system of checks and balances that would have prevented this error in the first placeThis has resulted in financially harm to the consumer as now they are having their current payment of $rise $to $This puts Mortgage’s significant financial error as a burden on the consumerThe refunded $1,was received and spent in good faith by the consumers with the understanding the 360Mortgage had accurately conducted the escrow analysis for their customer, as they are paid to do soI expect Mortgage to take proper steps to ensure the solvency of my account through financial projections, such as review of several years’ tax history, flagging of dramatic tax changes, and a system of checks and balances that would have prevented this error in the first place.The change from spreading the escrow shortage over months to months was accepted by the consumer but she also advised the supervisor *** that she wanted to speak with upper management as requested regarding financial restitution of this error by Mortgage and was told the complaint would go no further*** did not follow through with the months that was promised, as is indicated by the attached document of the October mortgage statement which reflected a payment of $Only when the BB was contacted, was this finally changedA clear indication that *** at 360Mortgage did not follow through with her promise to spread this out and also did not have upper management contact the customer as requested numerous timesThis is another example of 360Mortgage failing to provide proper customer service and follow through with their processesI am still requesting a full credit for the deficit of $due to Mortgage's error in properly projecting escrow
Regards,
*** ***

Please find our response attached above along with a response from the title company.Thank you

Please find our response attached above.? Thank you,? Mortgage Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Mortgage has done a great job of researching why I owe $3,and very little explaining of how or why they over looked their "none anticipation" of having to pay my December taxesIt's quite simple, as a home owner going through a refinancing process we were offered several benefits of which receiving an escrow refund was one that stood outIf Mortgage chooses to take the approach that I actually received the money from my previous mortgage company that should have been allotted for my December taxes, which came in the form an escrow refund, that should have been presented to me last year during the refinance processThey also charged me and my family a nice price for this refinance and as stated by verbally and in statements, "they did not anticipate having to pay the December taxes." This doesn't sound like I received the service I paid for I would thinkFor this company to not QA their process and be allowed to resort to "what should have happened" and not be held accountable for their lack of providing me the best paid service possible is unacceptable! Logically, there's no reason why I wouldn't have agreed to finance the Nov/Dec taxes into the total loanThis alone shows the mistake Mortgage committed and now I'm being asked/forced to finance the owed amount in months vice monthsThis has been by far my worst refinancing experience and if Mortgage refuses to absorb the remaining balance of taxes owed, I feel I should definitely receive a partial refund from the fees I was charged to conduct this refinance.? R/SC.D***?
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** ***? ? It was just noted in your reply message that you were very aware my taxes were $per yearof that is for
land and was for special assessments give or take a few hundred dollars of courseI did mail in the ? dollar tax bill I faxed it to the number that was supplied to me at that timeYou’re still not answering why if the first year I have a bill of $and you guys were expecting a second bill why would you have not let me know you did not receive it instead you guys called me and dropped my mortgage payment by a couple dollars a month saying my taex’s had gone down? Because I am just a consumer and left that up to you I just assumed it lowered I didn’t think you guys weren’t paying half of my taxes? I have an in pound account so you guys can take the money and keep track of it I did not know it was my responsibility to make sure the taxes were being correctly distributedSo then yes my payment at almost $because of that which we could not afford and I had to quit paying other bills to be able to pay my mortgage on timeThe month that we were supposed to close some paperwork got messed up and we did not close on time so I sent out the second installment and it did not get there in time so I got a late payment which in my eyes is not ethically fair.don’t half to keep fighting this with you all I need you to do is quit responding to the credit bureau’sTy

We are researching the matter and will respond as soon as possible.? Thank you

9/29/? ? *** *** *** *** *** * *** *** *** ** *** ? ? RE: Revdex.com complaint Mortgage Loan: ##*** ? ? ? Mortgage Group, LLC ("Mortgage") is in receipt of the Revdex.com ("Revdex.com") complaint (enclosed), which you filed
on 9/28/regarding your late payment and subsequent late chargeThere are a few different allegations made in your complaint and each one is addressed in the following paragraphsPlease know that you will also receive a copy of this response via regular mail that contains applicable supporting documentation noted below, but not provided, in this response through the Revdex.com as they contain private and/or sensitive information? Regarding your payment and late charge, we have reviewed the specifics of your September payment and our review does show that the payment was received on 9/19/2016, which is indeed after the late charge cutoff of 9/16/? Please be aware that the actual due date of your loan is the 1't of each month, we then grant you days of grace prior to assessing a late charge, as stated in your NoteIt appears you have ½ of your monthly payment scheduled to be mailed for the beginning of the month and ½ of your monthly payment to be mailed just prior to late charge cutoffThis is risky as any delay in the mail can result in your payment being received late by MortgageWe cannot apply your 1/payment until the second 1/is receivedIt is our policy to only waive late fees once as a courtesy for customers who have a history of making timely paymentsOn your account we have previously waived a late fee, but as a good faith gesture we will waive the late fee which arose from the September payment? Regarding your credit score and the potential reporting of the September payment to the credit reporting agencies, please be advised that payments made after the late charge cutoff and prior to the end of the month in which they are due are not reported negatively to the credit bureauThis means that the payment which we processed for you on 9/19/will be reported as an on time payment? Regarding your allegations of unethical behavior on the part of Mortgage, we disagreeOur review has determined that the second half of your September payment was received on 9/19/? This means that the late charge was valid as assessed and in accordance with the terms of your NoteAlso, you state that this is not the first time we have made a mistake and are unwilling to resolve itWe assume you are referring to your previous late payment which is partly attributable to our servicing department not receiving the ACH authorization form in time for ACH drafting to be established on your accountAs you recall, Mortgage Group did waive the late fee and set your account up on ACH for subsequent paymentsHad you not requested the deletion of the ACH drafting, your subsequent payments would have been drafted timely and you would not have incurred the late charge which you are disputing? Also, you state that Mortgage is virtually unreachable by telephone, but our average time to answer an incoming call in is just over one minute, and our Customer Care hours of operation are M-F, 8:00am CT to 7:00pm CT? ? ? ? Sincerely, Customer Care ? ? ? Enclosures: ? •? ? ? ? Revdex.com Complaint dated 9/28/? •? ? ? ? Check dated 9/2/(only enclosed with copy of complaint response mailed to borrower) ? •? ? ? ? Check dated 9/15/(only enclosed with copy of complaint response mailed to borrower) *** *** Complaint to Revdex.com Filed I Received: 9/28/Loan#: ##*** ? CUSTOMER EXPERIENCE INFORMATION ? Customer Information: *** *** *** *** ** *** *** *** * ** *** Daytime Phone: *** Evening ? Phone: ? *** E-mail: *** ? The details of this matter are as follows: ? Complaint Involves: Billing or Collection Issues ? Customer's Statement of the Problem: Hello I am filing this complaint against Mortgage groupThey sent my wife and Ia late notice saying that they did not receive our payment in timeWe called our bank and our bank USAA confirmed that they had sent our payment days before the payment was due and then admitted that they had failed to post the payment in time, however, they then said they would "split" the late fee of with usWhen we objected we could not even get a manager to come to the phoneI am a retired Military member who has worked hard to have an excellent credit score and this is not the first time this company made a mistake with my mortgage and is unwilling to resolve itI am hoping that the Revdex.com can intervene before they send this late fee to a credit agency because we are NOT going to pay one cent for something that was totally the company's faultWe cannot even get anyone from the company to call usI am now looking for a new borrower to take over my home loan but in the meantime I want them to admit their mistake and totally discharge the late feeis not a lot of money but it truly involves principle and ethicThis company is proving to be highly unethicalComplaint ? Background: Product/Service: n/a Model: n/a Account Number: n/a Order Number: n/a Talked to Company: 9/28/? Name of Salesperson: *** ***-person who set up our mortgage Disputed Amount: $? Desired Settlement: I want this resolved by Mortgage taking the late fee away COMPLETELYThere is no other resolution that will be satisfactory for meI also want them to call and tell us that they took the fee off as they are virtually unreachable by telephone

Please provide a reason for your rejection.? Thank you

Good morning ***, ? Thank you for taking the time to write to usAs per the Real Estate Settlement Procedures Act (RESPA) of 1974, a bank has up to days to return a borrower’s remaining escrow funds in cases like theseGiven your loyalty to our company, we would like to expedite the
process for youTo do so, we need your old loan numberPlease call *** with your old loan number so we may get this taken care of for you as soon as possible ? Thank you, Mortgage Group, LLC

Complaint: ***
I am rejecting this response because:Payment transmittal is attached for both refinances with MortgageTax receipts provided by *** *** County (attached) shows tax payment in the amount of $made by *** *** *** County reviews records and confirmed that a tax payment from *** *** County has never been receivedTax payment from a lender prior to our 1st loan with in also attached (Freedom Mortgage)I will personally follwith prince will county again next week and my homeowners insurance (*** ***).? I can also provide an email history for communications with Mortgage and the responses Received
Regards,
*** ***

Please find our response attached above.Thank you.

Please find our response attached above. Thank you, 360 Mortgage Group

Please see attachment.

Dear Homeowners,We are in receipt of your complaint # [redacted] filed with the
Revdex.com ("Revdex.com") on November 13, 2017 regarding your
mortgage loan serviced by 360 Mortgage Group* LLC ("360 Mortgage" or
the "Company").Our records reflect that your current mailing address for the
above...

referenced mortgage loan is located within Nassau County, which was
declared a FEMA disaster designated area pursuant to [redacted]. 360 Mortgage is
sympathetic to your situation and to all of our customers negatively impacted
by Hurricane Irma.After careful investigation of your complaint, we determined
that miscommunication and a lack of follow up occurred subsequent to receipt of
your request to remove the requirement that mortgage payments be in the form of
certified funds due to you being impacted by the natural disaster.We strive to provide our borrowers exceptional customer
service. We regret this was not your experience and sincerely apologize for the
above deficiencies. As of the date of this response, the following corrective
action has been taken:• Removed the certified funds requirement from the
account. You may resume making mortgage payment by personal check or one-time
drafts.As a courtesy, the two NSF fees totaling $50.00, which were
assessed on 09/07/2017 and 09/11/2017 prior to the miscommunication, have been
waived. We appreciate your business and hope that you are satisfied with this
resolution. Should you have additional questions regarding this matter or need
further assistance, you may contact us toll-free at [redacted] or via email
at [redacted], Monday
through Friday 8:00 a.m. to 7:00 p.m., CST.Sincerely,Customer Care360 Mortgage Group, LLC

Please find our response attached above.Thank you, 360 Mortgage Group

We have communicated with the customer via email and his account has been corrected.  Please let us know if additional information is required.  Thank you.

Complaint: [redacted]
I am rejecting this response because:Payment transmittal is attached for both refinances with 360 Mortgage. Tax receipts provided by [redacted] County (attached) shows tax payment in the amount of $1728.28 made by [redacted]. [redacted] County reviews records and confirmed that a tax payment from [redacted] County has never been received. Tax payment from a lender prior to our 1st loan with 360 in also attached (Freedom Mortgage). I will personally follow-up with prince will county again next week and my homeowners insurance ([redacted]).  I can also provide an email history for communications with 360 Mortgage and the responses Received
Regards,
[redacted]