ComplaintsforR P Funding, Inc.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December 2023, I contacted RP Funding to inform them of changes done incorrectly regarding my escrow. I informed ******* that I had documentation to prove what was done was incorrect at which time she stated it didn't matter that the mortgage had to be paid. I called back on 02/24 as this was when there was a drastic increase in my mortgage and was instructed that the information provided on 12/23 was incorrect and to email the documents that were given to me from that tax collectors office. After about 10 days I called back and was told they hadn't received it so please email them again which was done and to wait another 10 business days to give them a chance to get everything corrected. The manager at this time stopped the late fees/reports to the credit bureau, so I thought. Close to a month passed before I called back as due to health issues I was in the hospital, I contacted RP Funding, and this time I was directed to the collections ***** I tried explaining to the manager ****** who continued to talk over and not try and assist with a solution. I explained to her that I've never been late with my mortgage because I have bill pay set up and I overpay what my actual mortgage is. I know my mortgage will fluctuate but never double as it did due to my exemptions. I've never paid property taxes as I'm a disabled vet that is 100% total and permanent (documentation submitted) as well as I have a homestead exemption. The confusion arose because my house was put into a trust that my name is on and the property appraiser informed RP Funding of this. The refund check was sent back to RP Funding and cashed on 2/6/24 (check #********), I feel that I shouldn't be responsible for a mistake the mortgage company refused to correct when I pointed out the issue. This is now adding undue stress that I can't afford to have with my current health issues as well as I've been a loyal customer who's shown an outstanding payment history with them.

  

  Business response

  04/04/2024

  Response attached. 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Loan # **********. I am writing in reference to my hardship request that was previously submitted. I received documents and a call advising me I had been approved for a workout plan. Per the plan provided, I would need to make trial payments on the application prior to my loan being modified. Which I advised the representative would not be an issue. At the time of my submission for assistance I was current on my monthly payments. When I received notification about the workout plan I was qualified for, I was current. I continued to make my payments each month online without any issues. I even received calls in reference to payments being made on the plan. As I advised the representative that the payment will continue to be made by the 15th of each month. Payments were made on the loas as scheduled to cover my payments as due to the plan. Also paying extra to try and avoid a larger escrow shortage amount than I currently received a notice for in the mail. I call in to inquire about when the final mod would be completed and when would the documents be sent out. The repersenative advised me that my workout plan had been closed because I was current. Again as previously stated, at the time of submission and offering of the plan I was current on my payments. I was told by multiple representatives and even hung up on by the first repersenative, when I told them about the issue. I asked to speak with a manager and your employee with the ** BAJ told me it was not manager call and they could not help me. I asked for the number or address to your executive office as I wanted to file a formal complaint. I was told that there was not one by the representative. I am emailing at this time to request the number or address where a formal letter of dispute can be written. As well as an address where legal counsel may have paperwork sent to as well. Representative refused. I want the modification terms originally offered which I have a copy of as well.

  

  Business response

  02/06/2024

  Dear *******************************:
  
  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB), which we received on January 25, ****. In your correspondence, you stated you were approved for a workout plan. When you received this plan, you stated you were current. When you contacted our office inquiring regarding when the modification would be completed, you were advised the account was removed from Loss Mitigation due to the account being current. We have reviewed your concerns, and our response is indicated below.
  
  Our records indicate that your loan is in active loss mitigation. As such, please contact our ************************** by phone at **************. Their hours of operation are 8:00 A.M. to 8:00 P.M., Central Standard Time (CST), Monday through Friday, for additional assistance regarding your mortgage payments.
  
  Our records indicate that you started to complete a Loss Mitigation Application on November 28, 2022. This application was deemed complete on August 16, 2023. The account was being reviewed, and you were approved for a Flex Loan Modification on September 15, 2023. On September 19, 2023, you were advised of the terms of the Flex Modification, and you would be on a trial payment plan from October 2023 through January ****, each payment in the amount of $1,684.02.
  
  You contacted our office on October 2, 2023, advising us that you accept these terms. Our office received the first trial payment on October 10, 2023, the second trial payment on November 13, 2023, and the third trial payment on December 15, 2023. On December 18, 2023, the account was removed from Loss Mitigation due to the account being current and not being able to proceed with the trial payment plan. The account was notated that it was okay to continue with the trial payment plan as we were awaiting the fourth and final trial payment. You contacted our office on January 25, ****, advising that you would be filing a complaint as you were removed from Loss Mitigation.
  
  On January 31, ****, our office submitted the final modification for approval to ****** *** (FNMA). Our office received approval on February 2, ****. Please be assured you will receive the documents that need to be signed and sent back to our office in 1-2 weeks.

  We understand the Loss Mitigation process may be lengthy and would like to assure you that we are committed to working with our borrowers who seek hardship assistance. Please understand that our ability to help is dependent on the information that is provided to us for evaluation.
  
  Regarding where to send formal letters, they can be sent to the one of the following options:
  
  Mail Stop 1290
  *******************************************************************************************
  Fax Number:     **************
  Email:               ****************************************************
  
  We believe that this response fully addresses the concerns outlined in your BBB correspondence. You have a right to request any documentation we relied upon in developing our response to your concerns in addition to any documentation already enclosed with this response. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 8:00 a.m. to 5:00 p.m. Eastern Standard Time (EST).

  

  Business response

  02/06/2024

  Dear *******************************:
  
  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB), which we received on January 25, ****. In your correspondence, you stated you were approved for a workout plan. When you received this plan, you stated you were current. When you contacted our office inquiring regarding when the modification would be completed, you were advised the account was removed from Loss Mitigation due to the account being current. We have reviewed your concerns, and our response is indicated below.
  
  Our records indicate that your loan is in active loss mitigation. As such, please contact our ************************** by phone at **************. Their hours of operation are 8:00 A.M. to 8:00 P.M., Central Standard Time (CST), Monday through Friday, for additional assistance regarding your mortgage payments.
  
  Our records indicate that you started to complete a Loss Mitigation Application on November 28, 2022. This application was deemed complete on August 16, 2023. The account was being reviewed, and you were approved for a Flex Loan Modification on September 15, 2023. On September 19, 2023, you were advised of the terms of the Flex Modification, and you would be on a trial payment plan from October 2023 through January ****, each payment in the amount of $1,684.02.
  
  You contacted our office on October 2, 2023, advising us that you accept these terms. Our office received the first trial payment on October 10, 2023, the second trial payment on November 13, 2023, and the third trial payment on December 15, 2023. On December 18, 2023, the account was removed from Loss Mitigation due to the account being current and not being able to proceed with the trial payment plan. The account was notated that it was okay to continue with the trial payment plan as we were awaiting the fourth and final trial payment. You contacted our office on January 25, ****, advising that you would be filing a complaint as you were removed from Loss Mitigation.
  
  On January 31, ****, our office submitted the final modification for approval to ****** *** (FNMA). Our office received approval on February 2, ****. Please be assured you will receive the documents that need to be signed and sent back to our office in 1-2 weeks.

  We understand the Loss Mitigation process may be lengthy and would like to assure you that we are committed to working with our borrowers who seek hardship assistance. Please understand that our ability to help is dependent on the information that is provided to us for evaluation.
  
  Regarding where to send formal letters, they can be sent to the one of the following options:
  
  Mail Stop 1290
  *******************************************************************************************
  Fax Number:     **************
  Email:               ****************************************************
  
  We believe that this response fully addresses the concerns outlined in your BBB correspondence. You have a right to request any documentation we relied upon in developing our response to your concerns in addition to any documentation already enclosed with this response. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 8:00 a.m. to 5:00 p.m. Eastern Standard Time (EST).

• Initial Complaint

  11/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a perfect payer on my mortgage account for many years. Never been late. I utilize my bank website ******* to pay my bills. Never has there been a problem with my mortgage company. This month I paid as usual and the check (paper form) mailed by my bank never reached the mortgage company at least this is what the mortgage company is claiming. I received a proof of mailing of the check by my bank and provided it to the mortgage company. The mortgage company refuses to waive the late fee. They said that even though this has never happened before with my account the date on the bank proof document states it could be delivered by a date which would be considered late. In all my years of paying in this manner never has the check been late. The date window the bank states is more than what it has ever taken. The mortgage company has no compassion for the fact I paid my bill as usual on time and that I have no control over the USPS.. This is a 3rd party issue and I should not have to be charged for that. The late fee is 36.99. So pathetic that the company cannot credit this based on all these circumstances.

  

  Business response

  11/28/2023

  Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB), which we received on November 21, 2023. In your correspondence, you stated you are being charged a late fee for the payment processed in November. We have reviewed your concerns, and our response is indicated below. 
  
  In your complaint, you indicated you have never been late, however our records indicate late fees were assessed in July and November 2023, as your payments were not received within the grace period. Per your Note, your monthly payment is due on the first day of each month. There is a grace period of 15 calendar days before a late charge is assessed to the account. 
  
  Upon review of your account, the proof of payment provided by you indicates the delivery method utilized can take up to 5 business days to be received and expected delivery is 11/17/2023. Please note, the delivery date of 11/17/2023 exceeds the 15-calendar day grace period referenced above. Our office is not responsible for delays caused by third-party mailing or processing times and therefore late fees were validly assessed. As a result, we are unable to accommodate your request to waive late fees for November.  To avoid late fees in the future, we recommend you work with your bank or third-party bill payer to ensure timely delivery of monthly mortgage payments. 
  
  We believe that this response fully addresses the concerns outlined in your BBB 
  correspondence. 
  

• Initial Complaint

  10/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  CHARGING ME FOR LATE CHARGE AND I CAN PROVE THAT THEIR PAYMENT WAS RECEIVED AN CLEARED MY BANK THIS IS FALSE. THEY ARE NOW TRYING EVER MONTH TO GET MORE MONEY. MY BANK SHOWS THEY RECEIVED MY PAYMENT.

  

  Business response

  11/06/2023

  Thank you for providing us an opportunity to response. Full detailed response attached. 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  RP Funding moved my mortgage to Mortgage Lenders without my knowledge (mortgage lenders is still owned by RP funding). I was on autopay and was never late on a payment for the 8 years I was a customer with RP. Even when I was furloughed and jobless for a year during COVID, I paid my bill on time. Once they switched over, they did not switch over my autopay. I never saw one piece of mail about the switch over since they told me that sending certified mail to everyone would be “too expensive”. In their system they had me down as “leaving a voicemail, but voicemail box was full”- so I never received any of their calls as most likely my phone probably thought they were a spam call. And they said they sent emails, but I have proof that I never opened up one message since it was in my junk. Long story short, I discovered that my autopay had stopped working (without my knowledge) and I didn’t pay my mortgage for 4 months (my mortgage is a small payment, so I wouldn’t have noticed the difference in my bank account). As soon as I discovered it, I paid the amount in full immediately. I paid the late fee. And I requested if there was a way to reverse the ding on my credit score as I provided proof of my lack of knowledge of the non-payment and paid immediately. A simple one time courtesy request was denied by Maria H******* (a “VP” and supposedly the highest person in the organization that I could talk to) even though she knew that having this ding on my credit score would prohibit me from getting any loans for a year (I was in the process of trying to buy a home, so her rejection would ruin any chance for a loan ). She’s ruined my life for a year over a proven accident, and there is no one else in the company that has been able to help me. A company should not have the right to ruins someone’s life… especially have the decision be dependent on ONE EMPLOYEE who is unprofessional, unethical, rude and unqualified.

  

  Business response

  05/25/2023

  We are in receipt of this complaint. Customer service is very important to us, and we appreciate the opportunity to review and respond. When a loan file is transferred from one servicer to another servicer, notice of this change is sent to the borrower. The Notice of Servicing Transfer correspondence provides borrowerwith pertinent details regarding the servicing of the loan, including, but not limited to the effective date of the transfer, present and new servicer contact information, and payment address for all payments due on or after the effective date. A review of the borrower’s loan file indicates borrower was sent a Notice of Servicing Transfer letter via mail to the address on file, **** ***** **** ****** *********** ** ****** A copy of the letter is attached. 
  The Notice of Servicing Transfer further advises, if an online service or 3rd party bill service is utilized to make mortgage payments, the payment information will need to be updated to ensure the new servicer is in receipt of the mortgage payments. Borrower’s monthly mortgage payments were made via autopay with the Present Servicer. Because the loan was transferred to the New Servicer effective January 1, 2023, the Present Servicer stopped accepting payments from borrower on December 31, 2022.  This change required borrower to send the New Servicer payment via mail. Borrower did not begin making payments to the New Servicer until months after the transfer thereby resulting in delinquency. When payments are not made on time, it is standard practice for mortgage servicers to report the delinquency to the credit bureaus. As a mortgage servicer, we have an obligation to report accurate information to the credit bureaus. This reporting is crucial for maintaining the integrity and reliability of credit information. While we understand the delinquency was not intentional, we cannot accommodate your request to reverse the information reported to the credit bureaus. We truly apologize for any inconvenience and thank you for your understanding and cooperation. 

  Customer response

  05/26/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  There is no proof that I received your letter. No certified mail was conducted. I did not see one formal letter informing me of the change. Therefore there is no proof from RP Funding that I was properly notified. I was on autopay for 8 years. It is not the borrowers fault their autopay did not get switched over during a companies decision to move my mortgage over. Better communication should be standard.  If the mortgage company is going to receive a late pay, that would pay for the certified mail for proof of communication to home owner that they received the mail.  In a time where we are bombarded with scam calls, junk mail and email- it’s common sense to properly notify their clients of a change that such as that.  I think action should be taken on a situational basis. Over 8 years of never missing a payment, then paying the lump sum in full immediately once it was discovered that it was not paid is evidence that there is no issue with making payments. This company did not properly communicate the change. This company has zero proof that I received the letter.  

  
  Sincerely,
  
  *** *********

  

  Business response

  05/26/2023

  We are in receipt of borrower’s response submitted to the BBB on 5/26/2023. Borrower rejects our initial response to the complaint alleging there was no proof the Notice of Servicing Transfer and Welcome letter were received. We believe sufficient notification was provided as required by all applicable regulations. Per CFPB 1024.33 Mortgage Servicer Transfer section, servicer must deliver the notice to the mailing address on the loan documents unless notified otherwise by the borrower. The Mortgage requires notices to be in writing and said notice is deemed received by borrower when sent via mail. Contrary to Borrower’s allegations, there is no such requirement to send notices via certified mail. In this instance, notice was sent by RP Funding (DMI prior servicer location) via US mail and a separate notice was sent by Mortgage Lenders Investment Trading Corp (current servicer location) via US mail to the address on record in December 2022. Therefore, the foregoing notices are deemed to have been received by borrower.  
  
  According to RESPA section 6(d) (12 U.S.C. 26059(c)(2)) Mortgage Lenders Investment Trading Corp had 15 days from the effective date of the servicing transfer to notify borrower. Rather than notifying borrower of the servicing transfer in January 2023 as required, notices were mailed in December 2022, prior to the effective date of the transfer. Our intention was to provide borrowers with additional time to comply with the notice. In addition to sending borrowers the Notice of Servicing Transfer and Welcome letter, monthly mortgage statements from Mortgage Lenders Investment Trading Corp reiterating the change were also sent. 
  
  Furthermore, it is borrower’s responsibility to ensure monthly mortgage payments are made timely as indicated by the Note and Mortgage. That was not the case here. Notice of the failure to make timely payments was provided to borrower in January, February, March and April when the mortgage premiums for those respective periods were not deducted from borrower’s account.  Various attempts were made by our office to reach borrower to advise of the missed mortgage premiums. Despite complying with all notice requirements and attempting to reach borrower on numerous occasions, the account became delinquent. 
  
  It is our hope that this response eliminate any concerns regarding this matter.  Thank you!
  

• Initial Complaint

  05/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have two complaints against Glenda Lee (321-689-2420, [email protected]) of Mortgage Advisors/Powered By Rp Funding. The first is that she misrepresented a document she had us sign that was actually a rate lock. We were 60 days from closing and made it clear to her that we did not want to lock the rate. When we inquired about the document via email on March 22, she stated that it was "just for their records" and not a rate lock. This, in fact, was a rate lock and because we had signed this misrepresented document, our rate rose 1/8 of a percent higher than it would of been if we had not signed the document. She stated this was in order to "transfer the rate lock". The second and more pressing issue is they are refusing to transfer the rights of an appraisal to a new lender that I'VE PAID FOR. After they jerked us around and tried to increase the rate 1.5% higher than everyone else, we switched lenders. Glenda Lee is refusing our attempts to transfer the appraisal over to the new company and keeps differing to a manager, stating the manager has to be the one to do it. Both myself, my wife, our new loan officer, and real estate agent have requested this manager's contact info the past three days (April 30th, May 1st, May 2nd) via phone calls, emails, and text messages, since we've never heard from "this manager", and Glenda is refusing to provide it. Glenda is now refusing our loan officers calls. This appears to be a petty attempt to get back at us for not closing the loan with them. RP Funding and Glenda Lee have been an absolute nightmare to deal with. They've been purposefully confusing, uncooperative, and retaliatory during this whole process. I have another loan through RP Funding and they have now lost this customer for life.

  

  Business response

  05/05/2023

  We are in receipt of this complaint. Customer service is very important to us and we appreciate the opportunity to review and respond. During our review of this complaint we determined there was a breakdown in communication with a member of our team and your file was not handled as we would have liked. We appreciate you speaking with a member of our management team on May 3 and providing additional insight as we investigated this matter. We apologize for any inconvenience which resulted and will continue to provide ongoing training to our staff. Your request to have your appraisal transferred has been processed and the appraisal has been provided to your new lender. As a returning client, we are saddened your experience was less than favorable and hope to be afforded another opportunity to restore your faith in our company. Thank you!

• Initial Complaint

  03/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The reason that im filing a complaint with the bbb is because rp funding is delaying my late father's taxes from being filed. My father is ********* ********. The successor listed on the account is ***** ********. We have sent the forms twice to prove that my sister is the successor. We are needing this to be documented and for the 1099 to be emailed to me or overnight in the mail immediately

  

  Business response

  04/06/2023

  We are in receipt of consumer's complaint and are working to review this matter and provide a formal response. In the interim, we resent the requested 1098 via Fedex, tracking number ************, to the subject property address. Per our records, delivery of the 1098 occurred on March 24, 2023. We apologize for any inconvenience and appreciate consumer's cooperation as we resolve this matter. 

• Initial Complaint

  02/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Mortgage Lenders took over my mortgage from RP Funding, basically the same company, but clearly not run equally, on January 1st 2023. I sent my insurance renewal to them to ensure they had it, as it is paid through my escrow on 1/4/23. No response was received to that email. I received a notice from my insurance that it still wasn't paid and threatening to cancel me. I immediately reached out on 1/31/23, but could not reach a live person and had to email again. The response was inappropriate and wrong! They said they had plenty of time to pay the insurance. I received a cancellation letter from my insurance and immediately emailed them on 1/11/23 and still have not heard back from them! They are a fiscally irresponsible company and should be banned from dealing with anyone's funds, including loans, as they are willfully negligent! Is my insurance going to go up now? It's hard to find coverage in Florida! What will happen during tax time, will they delay again and not pay early for my discounted price? They need to be held responsible, this is criminal! Please help!

  

  Business response

  03/01/2023

  Response provided in the attached file. 

  

  Business response

  03/27/2023

  We are in receipt of borrower's response. Please see attached monthly mortgage statements from November to March. Late fee  of $41.34 is only applicable if mortgage payment is received after 16th of the subject month. During months January and February a late fee amount was not listed as late fees were waived (60 days grace period from transfer) due to the servicing transfer of the loan file to Mortgage Lenders Investment Trading Corp. As of March and all months to follow, a late fee of $41.34 is applicable for payments made after the 16th. Borrower has not be charged a late fee as all mortgage payments have been submitted prior to the 16th. We thank you for giving us an opportunity to response and believe this response fully addresses the matters discussed in borrower's complaint. Thank you!

  Customer response

  04/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: the attachment clearly shows that I’ve been charged an undue late fee and I’ve received no correspondence from the company indicating it’s been reversed nor a corrected statement received. Further, I don’t understand why they are not acting in a fiduciary responsible matter and lying is a severe lack of integrity. My insurance did lapse, I provided documentation from the insurance company clearly stating it was canceled. Additionally, the mortgage company paid the late fee to the insurance company to reinstate the policy, so again how is it possible that they can claim it never was canceled, never lapsed, and i never been issued a late fee despite all my timely payments when all the documents clearly show all these things to be true. And how does BBB accept their lies when they have this clear documents of proof? Why hasn’t my mortgage company not reached out to me still directly with an apology and clear explanation of what happened and proof that the late fee was not paid out of my escrow and the current late fee on my statement been immediately credited? Why are they allowed to be a mortgage handler without having a person to talk to during work hours? This should be mandated by the government! People have the right to discuss these matters immediately over the phone during work hours and should not have to resort to contacting bureaus to get a response! 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  10/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We were in the process of purchasing a house. During this process we dealt with 3 different people, all of which were impossible to reach. Then RP funding used strong arm tactics to get paper work signed with only 2 hours notice. The accepted no responsibility for the short notice and made a straw man argument to deflect blame. The process of buying a house is already stressful and has many pitfalls. RP funding did nothing to help or support us in this process or give any advice. The treated us like a dog, when they though a bone we were expected to fetch. The did all this to a veteran of the US. Navy who did 2 tours in the middle east.

  

  Business response

  11/18/2022

  Business Response /* (1000, 5, 2022/11/02) */ We are in receipt of your complaint and have reviewed our system. Our records indicate you were working with our team for a few months however ultimately did not close on the property due to the repairs required to the property. Additionally, our team reached out on multiple occasions via phone however their attempts were unsuccessful. As a result, the loan was canceled. Customer service is of the utmost importance and we sincerely regret that you feel your personal experience may have fallen short. Please accept our apologies for the inconvenience you have experienced. Consumer Response /* (2000, 7, 2022/11/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) The position of RP funding is to blame the customer, then I choose not to proceed any further. I have already advise several friends not to use RP funding as there lender. I will also spread the word with fellow veterans about your "blame the customer" standard. Teams don't function well when communication is not at a high level. The team at RP funding failed to communicate to the most important member of the the team...the customer. You have lost my word of mouth business recommendations and my respect.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are currently in the loan application with another lender who is requesting a copy of our mortgage statement. I called the customer support number and spoke to them. First they claimed they have mailed this statement at the begging of Oct, in which I told them I have never gotten one sine 2021. They said they could mail me one or I could log into the web site and get. I have tried multiple times and with two differnt browsers with the same results. How can companies have such terrible websites when dealing with the public

  

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/10/19) */ We are in receipt of this complaint and saddened to learn of your experience with our online application. Attached to this response is a copy of prior statements a copy of the email sent to your email advising your Mortgage Loan E-statement is available for your review. We believe this response fully addresses the matters discussed in the complaint. Thank you!

*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. ↩