Mortgage Group, Llc

Complaint: [redacted] I am rejecting this response because:I do not feel that 360Mortgage is owning up to their significant errorAs a customer I 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 placeI am not a mortgage or escrow expert, that is what I look to Mortgage company to assist me with and I have put my trust in the companies polices and proceduresI feel that this was not done and did want to speak with upper management regarding thisI was told I could not speak with upper management as requested and my complaint would go no furtherI would still like a response owning up to this error by upper management and their consideration of resolving this financially from their end

Dear Homeowners,We are in receipt of your complaint # [redacted] filed with the Revdex.com ("Revdex.com") on November 13, regarding your mortgage loan serviced by Mortgage Group [redacted] LLC ("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] 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 serviceWe regret this was not your experience and sincerely apologize for the above deficienciesAs of the date of this response, the following corrective action has been taken:• Removed the certified funds requirement from the accountYou 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/and 09/11/prior to the miscommunication, have been waivedWe appreciate your business and hope that you are satisfied with this resolutionShould 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:a.mto 7:p.m., CST.Sincerely,Customer CareMortgage Group, LLC

The attached correspondence was sent via FedEx to our customer.? Thank you

Please find our response attached aboveThank you, Mortgage Group

Good morning [redacted] , 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 [redacted] 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: [redacted] 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 refinanceR/SC.D*** Regards, [redacted] ***

Dear Mr [redacted] ,First, Mortgage Group, LLC ("Mortgage") wants to thank you for your military serviceOver 60% of the loans we service are VA loans for veterans.In your complaint to the Revdex.com, your desired outcome was "I would like them to take my property taxes off of my monthly house payment, and stop giving me such a difficult time trying to get this doneI proudly served my Country in the Army and Marines for years, by all rights should not even be alive right now, and I have to deal with people who treat me like a problem."We are pleased to inform you that property taxes will be removed from your escrow account requirementsPer direct discussion this morning with the Clayton County auditor, [redacted] ***, your disabled veteran homestead exemption will take effect this fall with the next tax installment in SeptemberGoing forward you will not owe property taxes for as long as you reside in the [redacted] Mortgage will complete an updated escrow analysis with the taxes removed, which will reduce your future monthly payment amount and probably result in an overage refund to you.Prior to the Clayton County auditor's confirmation today, Mortgage did not have documentation supporting a 100% exemption for property taxes as the county's taxing agency's records did not reflect such an exemptionThe county assessor's office had confirmed that you had applied for an exemption, but it had not been processed to completion and the effective date of the exemption had not been determinedWe could not take action to remove property taxes from your escrow without confirmation from the taxing agency / county auditor that you would receive 100% exemption and it will take effect the next tax due dateAs you appreciate, many exemptions are partial to reduce the amount owed, not 100%.We appreciate your business and trust that this resolves your concerns

Hello [redacted] , Thank you for getting in touch with usWe understand that as the year draws to a close, it can become more difficult to manage one’s accounts, especially during the mad rush that is the holiday seasonThat being said, according to our records, you scheduled a payment using our website on 10/31/effective 10/31/The amount due was $636.27, but according to the bank account statement that you provided your account only had $available to withdraw on 10/31/? As such, your payment was returned due to insufficient funds.? ? Mortgage Group has reviewed our attempt to draft your bank account and have determined that the draft was attempted on 11/1/and was returned due to insufficient funds on 11/3/16.? For your reference the trace number for this transaction is [redacted] .? Due to the payment being returned prior to our reporting to the credit bureaus you were accurately reported as days delinquentPlease be advised that we present customer-authorized electronic One Time Drafts one time to the customer’s bank account, providing same business day credit to the customer’s loan account for authorizations completed prior to 9:00pm CTWe perform this free of charge service for over 15,customers per month, so everything was handled ethically and appropriately? I hope this addresses your concerns Warm regards, Mortgage Group, LLC

Good Morning,Payment for Mr [redacted] 's work was processed on Friday, April We apologize for any inconvenience Please contact us with any questions.Thank you, [redacted] ***###-###-####

Dear Mr [redacted] ,First, Mortgage Group, LLC ("Mortgage") wants to thank you for your military serviceOver 60% of the loans we service are VA loans for veterans.In your complaint to the Revdex.com, your desired outcome was "I would like them to take my property taxes off of my monthly house payment, and stop giving me such a difficult time trying to get this doneI proudly served my Country in the Army and Marines for years, by all rights should not even be alive right now, and I have to deal with people who treat me like a problem."We are pleased to inform you that property taxes will be removed from your escrow account requirementsPer direct discussion this morning with the Clayton County auditor, [redacted] ***, your disabled veteran homestead exemption will take effect this fall with the next tax installment in SeptemberGoing forward you will not owe property taxes for as long as you reside in the [redacted] Mortgage will complete an updated escrow analysis with the taxes removed, which will reduce your future monthly payment amount and probably result in an overage refund to you.Prior to the Clayton County auditor's confirmation today, Mortgage did not have documentation supporting a 100% exemption for property taxes as the county's taxing agency's records did not reflect such an exemptionThe county assessor's office had confirmed that you had applied for an exemption, but it had not been processed to completion and the effective date of the exemption had not been determinedWe could not take action to remove property taxes from your escrow without confirmation from the taxing agency / county auditor that you would receive 100% exemption and it will take effect the next tax due dateAs you appreciate, many exemptions are partial to reduce the amount owed, not 100%.We appreciate your business and trust that this resolves your concerns.?

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 [redacted] , and find that this resolution is satisfactory to me concerning the tax payment in the amount $for taxes paid by [redacted] I also made an inquiry with [redacted] Concerning our Homeowners policy for 2nd refinance which had originally been billed in the amount of $(Pre-paid in closing details) but finally billed in the amount of $paid again by Mortgage after closingWe would greatly appreciate the advance refund by Mortgage for both escrow payments as my wife and I are both disabled veterans and utilize funds from Veteran's programs critically Regards, [redacted]

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: Regards, [redacted]

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

We are researching the matter and will respond as soon as possibleThank you

May 6, [redacted] ***Dear Mr [redacted] , We are in receipt of your complaint filed with the Revdex.com, regarding a marketing mail piece you received from our company It seems that you responded to our offer and were ultimately denied due to your credit history While our flyer did in fact list that No Minimum Credit Score was required, it also included a superscript which refers you to additional terms and conditions on the back of the piece Please see below We apologize for any misunderstanding, but assure you that we take every precautionary measure available to make sure that each mail piece meets the necessary requirements to be in compliant We would be more than happy to look into your ability to refinance again down the road should you so choose for us to I hope that this letter satisfies your concerns regarding this matter Should you have additional questions please contact me directly at [redacted] Sincerely, [redacted] ***

Complaint: [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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, [redacted]