| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Ark-La-Tex Financial Services, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2022-01-03
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-01-03
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
Complaint Regarding Benchmark Mortgage Benchmark, XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX, Texas, XXXX Company XXXX ( XXXX ) XXXX XXXX : Complaint : The company sold our new mortgage, prior to even allowing for the first payment to their company, without ever advising us in advance to allow for a timely payment to be made to a new mortgage company. This nefarious business tactic was unwarranted and a very unprofessional action. Because of the handling of this transaction on the part of Benchmark Mortgage, we were forced to send a late payment because a timely mortgage payment to the new mortgage company was not possible.
We had made already made our initial mortgage payment by check and sent to the Benchmark Mortgage on XX/XX/XXXX. This was done to assure that the first and initial payment was timely and well in advance of the due date of XX/XX/XXXX. However, without any prior explanation or communication, XXXX XXXX from the company 's main office sent a tardy email to us, well after normal business hours at XXXX pm XXXX, on XX/XX/XXXX. The message advised that our payments are Not Being Accepted by Benchmark Mortgage and are now due to XXXXXXXX XXXX as of XX/XX/XXXX. The message advised that the check for our first mortgage payment was being returned to us. Thereafter, XXXX conveniently took vacation the next day, followed by the XXXX XXXX holiday and weekend, thus unavailable for a timely discussion or explanation. XXXX 's email message advised that we could call him with any questions, which was not possible on a timely basis, causing us undue distress and anxiety.
We followed the advice of Benchmark officials to send the first mortgage payment to Benchmark with coupons provided to us at the closing of our mortgage. Obviously the company 's communications, both internally and externally, were sorely lacking. No one checked, or apparently even cared to check with regard to the instructions for our first mortgage payment that had been provided to us by the local officials that handled our mortgage application and closing.
If Benchmark 's policy was not to transfer funds to a new mortgage lender and to expect us to chase down the new mortgage lender in order to handle that transaction, we should have been advised much earlier. This action was a poor business tactic, at the expense of the customer 's peace of mind and ability to make a timely payment to the new lender. It appears that we had barely signed our closing documents when the mortgage was sold without our timely knowledge. Benchmark Mortgage failed to provide good customer service and consumer advice with regard to this loan.
Chronological Events : XX/XX/XXXX- Met to discuss refinance with XXXX XXXX, Mortgage XXXX, Benchmark Mortgage.
XX/XX/XXXX - Signed XXXX XXXX and obtained Closing XXXX XXXX.
XX/XX/XXXX - Closing Date for Loan XXXX ; Two Coupons provided at closing by Closing Agent to be used for payment to XXXX XXXX XXXX XXXX XXXX Benchmark Mortgage. The official at the closing said to send the first payment to Benchmark Mortgage Company.
XX/XX/XXXX- XXXX to make our first payment, but we had not received coupon with monthly statement. Received an email on XX/XX/XXXX from a company called XXXXXXXX XXXXXXXX XXXX, advising of being a new mortgage provider. We had received NO correspondence by mail from a new company yet or any advisement from Benchmark that the mortgage had been sold. Phone call made to XXXX to confirm who/where to send first payment. He was unaware that the new mortgage had already been sold to a new company for servicing. We were advised again to send the first payment to Benchmark using the coupon provided to us at closing. XXXX specifically stated that the funds would be transferred to the new provider.
XX/XX/XXXX - Mailed personal check # XXXX, in the amount of {$2300.00}, to Benchmark Mortgage using coupon provided at closing.
XX/XX/XXXX - Correspondence package and documents from XXXX received in the mail. Phone call was made to XXXX ; spoke with ( XXXX XXXX advised her that we had already sent first payment to XXXX Benchmark Mortgage XXXX XXXX advised funds will be transferred and not to worry about late payment or XXXX XXXX.
XX/XX/XXXX - XXXX pm email from XXXX XXXX, XXXX Servicing Accountant, Benchmark, XXXX XXXX XXXX XXXX XXXX TX XXXX Email advised payments are due to XXXX as of XX/XX/XXXX and requested check be returned to borrower by XXXX XXXX. Attachment to this email was a letter dated XX/XX/XXXX, stating that Benchmark was no longer forwarding loan payments in which servicing has transferred to a new investor, XXXXXXXX XXXX loan # XXXX.
XX/XX/XXXX - Phone call to XXXX at number listed on email. Call could not be completed. Phone call to Benchmark Servicing Department and advised we could not reach XXXX, who was out of office! They would have team member return my call. Phone call from ( XXXX ) advised him to send my check back and to inform XXXX that I did not appreciate an email at XXXX pm, XXXX days before the due date of my first payment, when I had already made the payment XXXX days prior, as advised by Benchmark officials.
XX/XX/XXXX - Phone call to XXXX XXXX, Benchmark Mortgage Officer, advising him Benchmark had done a serious disservice by selling our mortgage before the first payment was due. This is not what I would describe as adherence to a Benchmark Core Value ; Relationship Building, especially with a repeat customer who followed the Benchmark Mortgage XXXX 's instructions for making the first payment. I requested XXXX to register a formal complaint with the company.
XX/XX/XXXX - Phone call to XXXX XXXX ( spoke with XXXX ) requested information on how to make a timely payment, now due in two days. XXXX would only accept a direct withdrawal from a bank account ; a credit card payment would not be accepted. We did not want to start automatic payment withdrawals, since we had previously requested to receive statements each month to make our mortgage payments by check via US Mail. XXXX advised we had a fifteen day grace period to make the payment and not to worry about late payment or our credit score.
XX/XX/XXXX - Mailed Check # XXXX to XXXXXXXX XXXX for XX/XX/XXXX mortgage payment, which was the initial payment for the new mortgage.
XX/XX/XXXX - Received original XX/XX/XXXX check back from XXXX via XXXX.
Complaint made by : XXXX and XXXX XXXX XXXX XXXX XXXX XXXXXXXX, KY XXXX Phone # XXXX or XXXX email : XXXX or XXXX XXXX
|
| Consumer Consent Provided |
Consent provided
|
|
| Tags |
Older American, Servicemember
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Ark-La-Tex Financial Services, LLC
|
| Product |
Mortgage
|
| Sub Product |
VA mortgage
|
| Date Received |
2022-01-06
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-01-06
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
Upon applying for the VA mortgage in the amount of {$350000.00} in XXXX of 2021, I was assured all 3 credit reporting agencies would be polled at one time so only one hard hit would be on my credit record. I released my freeze on all 3 agencies for one day and was called with a mortgage refusal as they did not ( failed ) to poll all the agencies-they only did two. I refused and said that is the reason my credit is frozen-you have zero liability while lowering my credit rating. I was at XXXX with the credit agencies. That turned into a real battle and I would not release my freeze and finally I won.
At closing it is advisable to have an attorney look at papers and with their pathetic closing-It was for a home in Ky. and we were living in Mi so it was remote and we were getting changes on fax up to 30 minutes before signing so basically we were denied any chance for a lawyer to review the details.
In the beginning of XXXX I elected to pay the remains of my loan off-I paid over XXXX from XXXX & XXXX XXXX XXXX XXXX and XXXX XXXX XXXX would not be accepted so they forced me to pay wire fees for a payoff in the amount of {$480.00}, I did not agree as I felt it was totally unwarranted when over XXXX $ was paid from XXXX XXXX XXXX XXXX XXXX via ACH. They refused so I said take my escrow which had {$730.00} remains after paying taxes and home owners insurance and they refused to honor that funding.
Bottom line I had to pay for a wire fee to pay the remains off. We submitted the payoff wire on XX/XX/XXXX for the full amount and have a paid in full letter from them.
The problem, they claim to have mailed my escrow rebate on the XXXX of XXXX. It is way late and we have received every XXXX XXXX cards and bills remitted to our residence. I believe they are simply holding my money interest free and ripping me off. Their response was we will not send a replacement check for 30 days. I asked them if I had handled my loan payments in a like manner would it have been acceptable and I was hung up upon. Could you please assist me with this very disreputable organization??
Thank You.
|
| Consumer Consent Provided |
Consent provided
|
|
| Tags |
Older American
|
| Issue |
Application, originator, mortgage broker
|
| Timely |
Yes
|
| Company |
Ark-La-Tex Financial Services, LLC
|
| Product |
Mortgage
|
| Sub Product |
FHA mortgage
|
| Date Received |
2016-04-30
|
| Submitted Via |
Web
|
| Company Response |
Closed
|
| Consumer Disputed |
No
|
| Date Sent To Company |
2016-05-03
|
| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
|
| Complaint What Happened |
my father who has XXXX from a XXXX XXXX 7 years ago, was counseled to co sign a loan for his grandson. I as the daughter and a realtor was not consulted and was kept in the dark about this issue. one night my father called me regarding papers which were truth and lending. I asked " dad did you take out a loan '' he said no. after discussion I agreed to go to his bank with him and have his bank rep look at the papers. The bank rep asked my father if he was moving. He said no. next the rep stated, XXXX XXXX. on this owner occupancy paper it says you are moving at this address. this was a document as the primary borrower. my family, brothers and loan officer had my father sign papers which were not true. the banker asked me what I was going to do. I said if I do something, I will be disowned by my brothers but if I dont do anything my dad my get hurt if he needs credit in the future. my father is XXXX years old. my brothers are an attorney and a financial estate planner. My father has XXXX other grandchildren. I called the loan officer who stated, yes I know you and your whole family. I replied did you not find it strange that I was not part of the conference for this loan. and I was not the realtor and this affects my fathers best interest. He replied that the grandson would not get the loan. I replied that it is my dads call and gave my father the phone. my father said he would not do this loan. All knew including the real estate agent my father has XXXX. since then I have had a flood of issues with adult abuses to my father for his money. This is why at this time I feel we need to revisit the attempt that was made to commit fraud.
|
| Consumer Consent Provided |
Consent provided
|
|
