Imortgage.com

loanDepot.com, LLC dba imortgage received the complaint filed by Ms. [redacted] with the Arizona Revdex.com (“Revdex.com”) on June 1, 2015.  imortgage takes all complaints seriously and appreciates the opportunity to respond to Ms. [redacted] issues.  We strive to provide excellent customer...

service in compliance with federal and state regulations.We have thoroughly reviewed Ms. [redacted]’s compliant describing the interactions between imortgage and the servicer.  Ms. [redacted]’s complaint stated that in March, 2015 she applied and was approved for a streamline refinance through imortgage. On March 30th, the refinance transaction was closed and the first payment date was May 1st. Ms. [redacted] also stated that her pervious loan was set up for automatic withdrawal, and on April 1st, imortgage withdrew the original loan payment of $1,138.67. In addition, Ms. [redacted] contacted imortgage, only to learn that the payoff of the original loan did not post until April 6th, and was only refunded $303.57 as an overpayment.According to our records, Ms. [redacted]’s mortgage loan was paid in full on April 6th, 2015.  Enclosed is a copy of her Customer Account Activity Statement reflecting receipt and application of the payoff funds.Enclosed is a copy of the payoff statement dated March 5th, 2015.  We refer to page 1, wherein we bring to the attention of borrowers whose monthly payments are automatically withdrawn from checking or savings accounts using our automatic Payment Drafting Program (ACH) that they must instruct our office to discontinue their automatic drafting at least fifteen business days prior the next scheduled withdrawal.  We have no record of Ms. [redacted] contacting our customer service department to request cancelation of her enrollment in our automatic drafting program.  As a result, her bank account was drafted in the amount of $1,138.67 on April 1, 2015 for her April 2015 installment and additional principal as scheduled.Additionally, in advance of the payoff funds being received, a payment in the amount of $835.94 was disbursed from Ms. [redacted]’s escrow account on April 3, 2015 payable to Maricopa County Tax Collector for real estate property taxes billed.  This disbursement is also reflected on the enclosed Customer Account Activity Statement.  Please note:  we advise borrowers that we will continue to disburse escrow items until such time as payoff funds are applied to satisfy the loan.  A refund of Ms. [redacted]’s taxes was received on May 20, 2015 from our tax vendor.  On June 1, 2015, our check number 34382 in the amount of $835.94 was mailed to Ms. [redacted]’s address of record.  We sincerely empathize for the lever of customer service Ms. [redacted] experienced as well as the inconvenience this situation may have caused. We trust that the explanation of efforts made by imortgage meets Ms. [redacted]’s desired resolution and expectations. Pending further direction from the Arizona Revdex.com, we consider this matter closed.Sincerely,[redacted]Corporate Risk Manager

Mr. and Mrs. [redacted] applied for a mortgage loan under a program that has income restrictions. Upon verification of income and sources during the loan processing, it was discovered that their income exceeded the maximum allowed under their desired loan program. The customer was contacted by...

phone and a follow-up verification email was sent on 12/20/16 @ 12:18 offering a loan program that they could utilize in order to complete the financing of the home, and at 1:38 that same day, the customer accepted that program offer. The new loan program requires a different appraisal type, and the cost of that is being absorbed by imortgage. 
As a result, the settlement requested by Candy [redacted] is not justified as the escrow deposit, the application fee to the HOA and the appraisal fee have not been lost, and it is our intention to proceed with the financing requested by the [redacted]'s.

iMortgage4800 N. Scottsdale Rd, Ste. 3800Scottsdale, AZ 85251SAM G[redacted]It is easier for you guys to say that we reached our maximum credit allowed, but my complaint is not how the credit broken down, it is why the broker agent credit is $10,000, but not $8,000 and the lender credit and seller credit is not $1,500 and not $5,000 ????Lender credit up to $1500;• Seller credit up to $5000; and• Broker agent credit of $10,000Obviously that the lender and seller are benefits from reducing your credit down, but not broker agent credit![redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
The same home inspector that did our first home inspection was sent our by Imortgage on Saturday, confirming none of the damages addressed were ever repaired.  I have not received a copy of this inspection yet but will happily provide it once received.

In response to the attached complaint, we have been in contact with the borrower. We have sent out an inspector to assess the validity of the complaint and will be working with the parties involved to remediate. We will provide a formal response upon resolution.
Regards,
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[redacted]

May 23,2016[redacted] [redacted]Lake Elsinore, CA 92532Re:  Arizona Revdex.com Complaint ID # [redacted]Dear Mr. [redacted]:loanDepot.com,   LLC  dba  imortgage  received  your  complaint...

 filed  with  the  Arizona RevDex.com  ("Revdex.com")  on  April  28,  2016.    imortgage  takes  all  complaints seriously and appreciates the opportunity to respond to your issues.  We strive to provide excellent customer service in compliance with federal and state regulations.Your  complaint  states  that  you  have  had  an  ongoing  issue  with  receiving  your  VA disability  exempt  status  as  it  relates  to  your  county  property  taxes.    Based  on  our conversation today, here is a timeline for your review:• On May 28, 2015 and June 5, 2015, Riverside  County  Tax  Office confirmed  your exemption  status  and  reduced  your  tax  bill  by  $547.43  per  installment  from  the original amount of $3,502.90.   Inadvertently,  our servicing department lowered your taxes to $547.43 per installment, instead of reducing your taxes to $2,928.47 per installment.• On August 12, 2015 an escrow analysis was completed and an overage check in the amount  of $3,446.82  was  released  to you in error due to the miscalculation  stated above.• On August 26, 2015 imortgage received a call from Mrs. [redacted] disputing the amount of the overage check.  We advised that the taxes had been paid and that amount was the balance after payment of taxes.• In  January  25,  2016,  imortgage  verified  the  2015  2nd  installment  was  due  in the amount of $2,801.31 and that amount was paid on March 17, 2016.• February 1, 2016, per your request, the shortage in your escrow account was spread over 24 months.• On  February  16,  2016  during  a conversation  with  you,  imortgage  agreed  that we understand the exemption only reduces the amount you pay and does not eliminate it. We deeply apologize or the confusion on our part due to the misunderstanding of the reduced tax amount. Re: Arizona Revdex.com Complaint JD #[redacted]@ 4800 N. Scottsdale Rd., Suite 3800Scottsdale, Arizona 85251[redacted]   [redacted]
[redacted] [redacted] 'f,"J"R7J::;     In for m at I o n contained  herein is provided  ro assi st real es t ate professional s and is nor an advert I sement to exte nd con s umer c redit as defined by sec tion 226.2  of Rcgul:uion Z. NMLS ID 174457. Re: Arizona Revdex.com Complaint ID #[redacted]Per your request, the escrow shortage has been spread out over an extended length of time.  Typically  we  are  allowed  to  spread  a  shortage over  a  period of  12  months. However, in your case, we initially offered to spread it over a period of 24 months and again extended it to 36 months.We recognize our responsibility as stewards of your escrow custodial account to ensure that funds in that account are utilized to pay outstanding taxes due.  In your case, we paid the incorrect tax amount based upon miscommunication from the taxing authority in our earnest efforts to meet this responsibility. However, please recognize that you also have a responsibility to ensure that taxes on your property are paid and that sufficient funds are paid to the custodial account for this purpose.We trust that the explanation provided by imortgage meets your desired resolution and expectations. Pending further direction from the Revdex.com, we consider this matter closed.

worst company to deal with!!! They lost our information not once, not twice, but three times. We were lied to about fees and the closing costs, and then advised to wire incorrect closing cost fees, which required additional fees from our bank.

prior to closing, requested a management to contact us regarding poor service ... three months later, still waiting for the call.

On January 5th we contacted Joe R[redacted](former loan consultant) after being referred to him by one of your clients[redacted]. Joe was very engaging at first; we enjoyed interacting with him. We gave him all our information & was later pre-approved. Joe told us all the info needed & he introduced us to Nick A[redacted]-(Loan Processor II)
Hello,
My name is Paul [redacted], I am currently in the middle of trying to secure a final approval for a loan w/Imortgage . My wife & I have been patiently waiting for over a month now, for a final approval. We are living through what I would call, a nightmare.
[redacted],one of Imortgage's big clients, referred us to Imortgage. On January 7th, 2015, we met w/a former loan consultant of Imortgage (Joe R[redacted]) who gave a us a pre-approval after we explained our unique situation. He assured us that our situation was doable & he collected what we thought was all the info needed to be sent off to underwriting. In order for this deal to work; it required money from the sell of our current home to be applied towards an FHA loan & the rest of that money to pay off my truck, to help lower our DTi. All of this was discussed to be done the same day as the purchase of our [redacted] home.
A couple weeks went by and we heard nothing w/in the time frame that was given to us. We called & was told more info was needed-which we provided. A week went by again & we heard nothing, until finally we received a conditional approval on February 11th. We provided all things that were required based on the conditional approval. We waited patiently for several weeks. Finally, February 27th we were given a closing date by the loan consultant. We ordered a [redacted] & my wife & I each took two days off from work. The loan consultant tells us the day before closing was suppose to happen, that underwriting was not able to get our package to the title company. We were irate because had a 26' [redacted] packed in our driveway. We had to unpack the [redacted] because we were only reserved for 2 days. Not only did this put us out of money, but now our buyer had to pay for an extension to lock in her rate.
We called and never got an answer back from that loan consultant. A week went by & we finally reached the loan processor who told me that more info was needed & stated that we never replied to that request. No one ever bothered to call us & inform us that more information was needed. Also, it turns out that the former loan consultant (Joe R[redacted]) quit & did not bother to tell us anything. Meanwhile, the buyer of our current home, started her FHA loan app & was already approved. We reached out to find someone higher up, so that we did not loose our buyer. We came across Paul R[redacted] of the southeast region & he referred us to one of his managers, Richard C[redacted].
Rich was looped in on all this on March 9th. We have been working w/him since then & still as of today we are not in our new home & nothing has been resolved. We went ahead , per Rich's recommendation & sold our home to help speed up the process & show underwriting there is cash at hand, but even that has not helped our situation. We are currently staying with my sister in law, sleeping on an air mattress for the past week & a half now, living out of hampers. All of our items are in storage, we sold our other home & my truck is paid off. So, someone please tell me why after almost two weeks of a higher up handling our account we are worse off than when we started. This process with Imortgage started 1/5/2015, we received loan docs 1/14/2015.
new loan docs 2/5/2015
Conditional approval 2/11/2015
An appraisal is ordered for the new property 2/20/2015
Loan is in final underwriting email sent by Joe R[redacted]-2/27/2015
Acct still with underwriting 3/2/2015
More docs requested-3/2/2015
Docs provided-3/2/2015
A new GFE provided-3/13/2015
Closed on our old home-3/20/2015
Got a clear to close from Rich C[redacted] -3/26/2015
Closing package received by the title company-3/30/2015
Incorrect/unclear information was provided to the title company-3/30/2015
Presently still waiting for the correct/clear info to be provided so we can one close & get back to a normal life-3/31/2015
We are at 85days (1/5/15) since we started working with Imortgage. (Keep in mind, this property is not a short sale but a new build).
Also it has been 48days (2/11/15) since our conditional approval.
I saw a lot of nice mission statements on everyone's profile, but none seem to add up with the service my wife & I have received. The sooner Imortgage takes care of this, the quicker we will be out of their hair!
Sent from my [redacted]

The credit inquiries in question, 6/9/2016 and 6/16/2016, were pulled by imortgage as 'soft' inquiries. The intention when ordering the LQ/GAP report on a consumer is to have a 'soft' inquiry posted, however due to a system error these reports were using a 'hard' inquiry code.  Unfortunately...

throughout these months, the borrower and imortgage were repeatedly given conflicting information.  imortgage was advised yesterday by [redacted]c [redacted] that there is a system error causing these to code incorrectly.  [redacted]c is working to determine where/how the error was made.  In the meantime, imortgage has submitted a request (along with a letter from Ms. Lake) to have the inquiries revert back to the 'soft' inquiry status as originally requested.   
thank you
Linda

Uses bait and switch tactics. Pushes higher fee loans. Waited until I was a week before close to say I didn't qualify for the loan I already went through underwriting and was approved for.

February 2, 2016[redacted]
[redacted]
[redacted]
Re: Arizona Revdex.com Compliant ID # 10925808Dear Mr. [redacted]:loanDepot.com, LLC dba imortgage received your rebuttal complaint filed with the Arizona Revdex.com (“Revdex.com”) on January 4, 2016.  We’re sorry to hear that you were not satisfied with our original response to your complaint.As mentioned in our original response, your loan contained multiple credits on behalf of the lender, the seller and the broker agent.  The breakdown of these credits is as follows:• Lender credit up to $1500;• Seller credit up to $5000; and• Broker agent credit of $10,000The $10,000 broker credit was fixed because it was written into the purchase agreement as a full $10,000.  This was confirmed by the Broker Contribution letter submitted to imortgage which states your broker agent was contributing $10,000.  Based on the above, you received the maximum allowable credits that could have been offered in order for you to meet your minimum required investment for the loan program that you chose. Therefore, unless you had brought additional funds to closing, no additional credits could have been applied to your transaction.imortgage sincerely apologizes for any inconvenience this situation may have caused. Pending further direction from the Arizona Revdex.com, we consider this matter closed.Sincerely,Sam G[redacted]Corporate Risk Manager[redacted]
[redacted]sam.g[redacted]@imortgage.com

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Please see the attached response to the complaint from Mr. [redacted], complaint [redacted]  
Feel free to contact me directly with any questions you have. 
 
thank you
font-family: Garamond, serif;">Linda C[redacted]
[redacted]

Re: Arizona Revdex.com Compliant ID # [redacted]Dear Mr[redacted]loanDepot.com, LLC dba imortgage received your complaint filed with  the  Arizona Revdex.com ("Revdex.com") on November 2, 2015. imortgage takes all complaints seriously and...

appreciates the opportunity to respond to your issues. We strive to provide excellent customer service in compliance with federal and state regulations.An investigation into your complaint shows that your loan contained multiple credits on behalf of the lender, the seller and the broker agent. The breakdown of these credits are as follows:• Lender credit up to $1500;• Seller credit up to $5000; and• Broker agent credit of $10,000Based on the above, you received the maximum allowable credits that could have been offered in order for you to meet your minimum required investment for the loan program that you chose. Therefore, no additional credits could have been applied to your transaction.In regards to your concerns of not being provided with a copy of your HUD-1 Settlement Statement one day prior to closing, per the Real Estate Settlement Procedures Act ("RESPA"), the settlement agent shall permit the borrower to inspect the HUD-1 one day prior to settlement upon request by the borrower. We were not able to confirm that an official request had been made by you for a copy of the HUD-1 Settlement Statement.imortgage sincerely apologizes for any inconvenience this situation may have caused. Pending further direction from the Arizona Revdex.com,  we  consider this matter closed.

loanDepot.com, LLC dba imortgage received the complaint filed by Ms. [redacted] with the Arizona Revdex.com (“Revdex.com”) on July 7, 2015.  imortgage takes all complaints seriously and appreciates the opportunity to respond to Ms. [redacted] issues.  We strive to provide excellent...

customer service in compliance with federal and state regulations.An investigation revealed that the property you refinanced with imortgage took an extended amount of time to close. This delay caused you to pay an additional three payments to your previous mortgage servicer. As a customer service gesture, imortgage has agreed to compensate you for the difference in mortgage payments you would have paid had the refinance been closed in a timely fashion.  On July 17th, you agreed to provide imortgage with necessary mortgage statements to calculate this difference.  As of today, we have not received the documentation requested and are unable to calculate the payment difference to issue the reimbursement.  In addition, imortgage provided you an explanation as to why we could not provide you with the original deeds of the new loans and assisted you by providing you the contact information to obtain the original deeds from the previous services for the mortgages that were refinanced.  We confirmed that you are set up with an automated payment and that your address information is updated with the servicing system.  We also confirmed that the insurance information was not properly boarded in a timely fashion, but was paid at closing and is current.  We will expedite to ensure that the current policy is updated correctly within the servicing system.We sincerely empathize for the level of customer service Ms. [redacted] may have experienced as well as the inconvenience this situation may have caused. Pending further direction from the Arizona Revdex.com, we consider this matter closed.Sincerely,[redacted]Corporate Risk Manager

loanDepot.com, LLC dba imortgage received the complaint filed by Ms. [redacted] with the Arizona Revdex.com (“Revdex.com”) on June 1, 2015.  imortgage takes all complaints seriously and appreciates the opportunity to respond to Ms. [redacted] issues.  We strive to provide excellent customer...

service in compliance with federal and state regulations.We have thoroughly reviewed Ms. [redacted]’s compliant describing the interactions between imortgage and the servicer.  Ms. [redacted]’s complaint stated that in March, 2015 she applied and was approved for a streamline refinance through imortgage. On March 30th, the refinance transaction was closed and the first payment date was May 1st. Ms. [redacted] also stated that her pervious loan was set up for automatic withdrawal, and on April 1st, imortgage withdrew the original loan payment of $1,138.67. In addition, Ms. [redacted] contacted imortgage, only to learn that the payoff of the original loan did not post until April 6th, and was only refunded $303.57 as an overpayment.According to our records, Ms. [redacted]’s mortgage loan was paid in full on April 6th, 2015.  Enclosed is a copy of her Customer Account Activity Statement reflecting receipt and application of the payoff funds.Enclosed is a copy of the payoff statement dated March 5th, 2015.  We refer to page 1, wherein we bring to the attention of borrowers whose monthly payments are automatically withdrawn from checking or savings accounts using our automatic Payment Drafting Program (ACH) that they must instruct our office to discontinue their automatic drafting at least fifteen business days prior the next scheduled withdrawal.  We have no record of Ms. [redacted] contacting our customer service department to request cancelation of her enrollment in our automatic drafting program.  As a result, her bank account was drafted in the amount of $1,138.67 on April 1, 2015 for her April 2015 installment and additional principal as scheduled.Additionally, in advance of the payoff funds being received, a payment in the amount of $835.94 was disbursed from Ms. [redacted]’s escrow account on April 3, 2015 payable to Maricopa County Tax Collector for real estate property taxes billed.  This disbursement is also reflected on the enclosed Customer Account Activity Statement.  Please note:  we advise borrowers that we will continue to disburse escrow items until such time as payoff funds are applied to satisfy the loan.  A refund of Ms. [redacted]’s taxes was received on May 20, 2015 from our tax vendor.  On June 1, 2015, our check number 34382 in the amount of $835.94 was mailed to Ms. [redacted]’s address of record.  We sincerely empathize for the lever of customer service Ms. [redacted] experienced as well as the inconvenience this situation may have caused. We trust that the explanation of efforts made by imortgage meets Ms. [redacted]’s desired resolution and expectations. Pending further direction from the Arizona Revdex.com, we consider this matter closed.Sincerely,[redacted]Corporate Risk Manager

February 2, 2016[redacted]

Re: Arizona Revdex.com Compliant ID # 10925808Dear Mr. [redacted]:loanDepot.com, LLC dba imortgage received your rebuttal complaint filed with the Arizona Revdex.com (“Revdex.com”) on January 4, 2016.  We’re sorry to hear that you were not satisfied with our original response to your complaint.As mentioned in our original response, your loan contained multiple credits on behalf of the lender, the seller and the broker agent.  The breakdown of these credits is as follows:• Lender credit up to $1500;• Seller credit up to $5000; and• Broker agent credit of $10,000The $10,000 broker credit was fixed because it was written into the purchase agreement as a full $10,000.  This was confirmed by the Broker Contribution letter submitted to imortgage which states your broker agent was contributing $10,000.  Based on the above, you received the maximum allowable credits that could have been offered in order for you to meet your minimum required investment for the loan program that you chose. Therefore, unless you had brought additional funds to closing, no additional credits could have been applied to your transaction.imortgage sincerely apologizes for any inconvenience this situation may have caused. Pending further direction from the Arizona Revdex.com, we consider this matter closed.Sincerely,Sam G[redacted]Corporate Risk Manager[redacted]sam.g[redacted]@imortgage.com

In regard to your inquiry, the case number of the prior report I filed is: [redacted].

On January 5th we contacted Joe R[redacted](former loan consultant) after being referred to him by one of your clients[redacted]. Joe was very engaging at first; we enjoyed interacting with him. We gave him all our information & was later pre-approved. Joe told us all the info needed & he introduced us to Nick A[redacted]-(Loan Processor II)
Hello,
My name is Paul [redacted], I am currently in the middle of trying to secure a final approval for a loan w/Imortgage . My wife & I have been patiently waiting for over a month now, for a final approval. We are living through what I would call, a nightmare.
[redacted],one of Imortgage's big clients, referred us to Imortgage. On January 7th, 2015, we met w/a former loan consultant of Imortgage (Joe R[redacted]) who gave a us a pre-approval after we explained our unique situation. He assured us that our situation was doable & he collected what we thought was all the info needed to be sent off to underwriting. In order for this deal to work; it required money from the sell of our current home to be applied towards an FHA loan & the rest of that money to pay off my truck, to help lower our DTi. All of this was discussed to be done the same day as the purchase of our [redacted] home.
A couple weeks went by and we heard nothing w/in the time frame that was given to us. We called & was told more info was needed-which we provided. A week went by again & we heard nothing, until finally we received a conditional approval on February 11th. We provided all things that were required based on the conditional approval. We waited patiently for several weeks. Finally, February 27th we were given a closing date by the loan consultant. We ordered a [redacted] & my wife & I each took two days off from work. The loan consultant tells us the day before closing was suppose to happen, that underwriting was not able to get our package to the title company. We were irate because had a 26' [redacted] packed in our driveway. We had to unpack the [redacted] because we were only reserved for 2 days. Not only did this put us out of money, but now our buyer had to pay for an extension to lock in her rate.
We called and never got an answer back from that loan consultant. A week went by & we finally reached the loan processor who told me that more info was needed & stated that we never replied to that request. No one ever bothered to call us & inform us that more information was needed. Also, it turns out that the former loan consultant (Joe R[redacted]) quit & did not bother to tell us anything. Meanwhile, the buyer of our current home, started her FHA loan app & was already approved. We reached out to find someone higher up, so that we did not loose our buyer. We came across Paul R[redacted] of the southeast region & he referred us to one of his managers, Richard C[redacted].
Rich was looped in on all this on March 9th. We have been working w/him since then & still as of today we are not in our new home & nothing has been resolved. We went ahead , per Rich's recommendation & sold our home to help speed up the process & show underwriting there is cash at hand, but even that has not helped our situation. We are currently staying with my sister in law, sleeping on an air mattress for the past week & a half now, living out of hampers. All of our items are in storage, we sold our other home & my truck is paid off. So, someone please tell me why after almost two weeks of a higher up handling our account we are worse off than when we started. This process with Imortgage started 1/5/2015, we received loan docs 1/14/2015.
new loan docs 2/5/2015
Conditional approval 2/11/2015
An appraisal is ordered for the new property 2/20/2015
Loan is in final underwriting email sent by Joe R[redacted]-2/27/2015
Acct still with underwriting 3/2/2015
More docs requested-3/2/2015
Docs provided-3/2/2015
A new GFE provided-3/13/2015
Closed on our old home-3/20/2015
Got a clear to close from Rich C[redacted] -3/26/2015
Closing package received by the title company-3/30/2015
Incorrect/unclear information was provided to the title company-3/30/2015
Presently still waiting for the correct/clear info to be provided so we can one close & get back to a normal life-3/31/2015
We are at 85days (1/5/15) since we started working with Imortgage. (Keep in mind, this property is not a short sale but a new build).
Also it has been 48days (2/11/15) since our conditional approval.
I saw a lot of nice mission statements on everyone's profile, but none seem to add up with the service my wife & I have received. The sooner Imortgage takes care of this, the quicker we will be out of their hair!
Sent from my [redacted]

Dear [redacted]:imortgage  received  your  complaint  filed  with  the  Arizona  RevDex.com ("Revdex.com") on December 3, 2014.  imortgage takes all complaints seriously and appreciates the opportunity to  respond to...

 your issues.   We strive to  provide excellent customer service in compliance with federal and state regulations.We have thoroughly reviewed your complaint describing your interaction between imortgage,  and  the  servicer.    Your  complaint  states  that  the  online  payment  you submitted in October was processed in the incorrect amount of $2,522.28 on two separate occasions, resulting in  numerous fees that totaled $132.50 after the payments couldn't be processed due to insufficient funds;   the   servicing representative you spoke with first agreed to accept a lower payment crediting back the fees incurred, then stated that they weren't responsible and would only accept the full amount due; and, the servicing representative has not been in contact with you over the past month to resolve the situation.Since recetvmg your complaint on December 3, 2014, imortgage has escalated the complaint with the servicer and conducted an investigation into the matter.   The investigation determined that the online payment submitted by you on October 7, 2014 at9:58am totaled $2,522.28, with a Principal and Interest (P&I) amount of $1,260.28 and a principal curtailment of $1,262.00 (please reference the transaction detail report attached to this letter that summarizes the online payment transaction). The investigation also determined that all of the payment details  must be entered by the consumer on the website and attested to prior to approving the payment transaction.  As a result of the insufficient funds, our records indicate that you were assessed a late fee of $50.41 and a returned payment fee of $20.   A review of our records and a recorded phone call determined that you contacted the servicer on October 20, 2014, authorized a payment in the amount of $1,260.28, in which the servicer agreed to waive both the $50.41 late fee and the $20 returned payment fee.However, the investigation also indicates that the servicer waived the $20 returned payment fee, but did not waive the $50.41 late charge as agreed to during your phone call with them on October 20, 2014.  As a result, we show that you actually paid the late fee of$50.41 with your subsequent payment.  imortgage does sympathize with your situation and will ensure that the servicer will credit back the late fee of $50.41 and apply the fee paid as a principal reduction.  The servicer has indicated that the curtailment will be applied no later than December 18, 2014 (please reference the attached letter for response from the servicer).We respectfully appreciate being notified of this issue so that we not only can resolve this specific issue, but also augment existing servicing oversight going forward to ensure that this experience does not occur with others. We apologize for the lack of excellent customer service you experienced and any inconveniences this has caused you. We hope that the actions taken by imortgage met your desired resolution. Pending further direction from you or the Arizona Revdex.com, we consider this matter closed.[redacted]    [redacted]