ComplaintsforFirst Centennial Mortgage Corporation

• Initial Complaint

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  These idiots have the worst service. ******************* *****. Then I have to work with Dohvenule Mortage who cant tell me the process of paying my property taxes when I get the bill and have money in my escrow which is my money!!!!!This is unacceptable and if I would have known First Centennial I would have went with someone else!Unacceptable

  Business response

  05/11/2023

  We are sorry for the confusion and frustration our customer has encountered regarding this transaction.  The ** referenced in the complaint is no longer employed with our company.  We have reached out to the borrower and are also working with the servicer to resolve the situation.  

  Customer response

  05/15/2023

  Who are people supposed to call for questions? Everytime I have had a mortgage, customer service is able to resolve issues. You call and get some third party customer service reps!!! I call corporate and follow up and no follow up or response. No wonder you have thousands of bad reviews! How can you even be trusted managing my mortgage?
  
  

  Complaint: 20030615
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business response

  05/25/2023

  We apologize that this borrower remains frustrated.  One of our managers has tried to assist but obviously we have not resolved the issue to our customers satisfaction.  We believe again we have answered our customers concerns but if we have not please provide the phone number ************.  The customer can call *********************** our manager and she will make sure we take care of any and all concerns.  

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my house 2021 with my lender First Centennial Mortgage. It was an awesome experience the first time. Shortly after I was contacted by my agent to refinance (multiple times) but when running my credit at first my payment wouldnt have decreased so I declined. Months later I was contacted again and when my lender agent ran my credit, I was informed that my payment would be lower by approximately $300. Due to being in a hardship, I decided to move forward and was excited to lower my payment- even though the principal amount would be less per month. I signed documents and have paid all my payments to my lender on time. I was recently notified that my payments went up significantly and when calling and reviewing the issues with my new lender, I was informed that my escrow didnt have enough for taxes. When reviewing my first loan with centennial my escrow charges were approximately $800/month and on my new loan docs they were now $500/month. This was a huge difference/mistake and the BIGreason my payments went back to what I was paying prior to refinancing. I emailed and text my lender agent and havent heard back. Someone dropped the ball here and Im feeling like now Im left to figure this out. Im extremely upset and feel that I was mislead, all to refinance and pay a bunch of money for nothing. I am now trying to figure this all out. Since my refinanced documents were reviewed by the same lender processors as my original loan, the agents should have properly calculated my taxes/escrow, as they correctly did on my first loan. I am now paying almost the same amount as I was prior to refinancing my home loan. I would have never refinanced my home had I been informed my payment would be the same. I am extremely upset!! The lender should pay down my interest rate to make my payments the amount they confirmed it would be at the time I refinanced my loan. I spent over $8000 for a new payment to be less than $300 month. Please do whats right to correct this!!

  Business response

  06/03/2022

  Customer submitted a complaint on 5/21/2022 and was assigned an ID of ********. Customers Statement of the Problem was that she decided to refinance her home in order to decrease her monthly payment. The First Centennial Mortgage (***) representative evaluated her loan refinance application and contacted Customer with a loan option that would lower her loan payment. Customer indicated that she was willing to move forward with a refinance loan based on the terms provided and the refinance was closed on September 14, 2021. The loan was subsequently sold to Flagstar Bank,FSB and Customer was notified of the sale in a letter dated September 16, 2021.As part of the Initial Escrow Account Disclosure Statement, Customer was provided with an estimate of what the monthly payment amount would be based on the loan amount and payment of property taxes. The amount to be paid for property taxes was based on the propertys existing tax rate. As Customer stated, the escrow payment in the Initial Escrow Account Disclosure Statement was approximately $500 per month.
  
  Following receipt of Customers complaint, the *** loan officer reached out to her by telephone to better understand why her escrow payment had increased significantly. In speaking with her and reviewing her statements, it was determined that Customer had received a check from the taxing authority
  for approximately the amount of Customers annual taxes.This check was apparently issued in error and, when the Customer was contacted by the taxing authority, she paid them back the full amount of the check.Unfortunately, her tax statement did not reflect the returned payment and her escrow payment
  was increased to make up for the perceived shortfall. It is expected that the Customers tax payment will be corrected to reflect the re-payment and that an escrow adjustment will be made to reflect this. Customer is now aware that there was no miscalculation on the part of *** and *** is working to help Customer resolve the situation with the taxing authority.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  And approximately September 8 of 2021, I submitted several documents from **** County of the state of ******** showing that the initial property tax amount access to our property was incorrect and I was submitting the correct amount. Subsequently, the information sent to First Centenial mortgage was not processed by them in time to avoid sending the incorrect amount for payment. Eventually First Centenial was reimbursed the difference between the correct smaller amount and the amount they paid. However their payment processor has yet to fix the information and First Centenial is blaming them and has been horribly absent and assisting me and correcting the errors. This has resulted in automatically generated letters indicating collections and more money in the monthly amount to be paid than should be. I called my banker, *******************, and he has not been useful. I have called customer service several times with no success in handling this matter and keep being told that its a tax matter when theyve been paid their amount and no ones fixing anything. No mortgage payment has been missed in this time even though Ive had an email sent to me from a representative indicating payments have been missed and I submitted information to the contrary. Ive been told that my mothers credit report will not be affected or her credit in general yet I cannot imagine how that is true given all these automated letters indicating their mistakes and not acknowledging our payments. They have all of the documents and the money so no further documents need to be uploaded here.

  Business response

  01/21/2022

  Thank you for providing us an opportunity to address this complaint.  Here at FCM we pride ourselves on working hard on behalf of our borrowers and for 26 years have built a reputation for always putting our customer ******************.  That commitment has never changed and we will continue to do whatever we can to assist this borrower.  Unfortunately the complainant is not the actual borrower and due to confidentiality laws we can only provide so much information without a power of attorney or borrower authorization which we are yet to receive.  We have worked hard to provide extensive written documentation in an effort to answer this borrowers questions and concerns.  We are still working with our subservicing partner to attempt to find some final resolution but we do not have that response from our partner just yet.  As soon as we receive that we will reach out to the borrower and attempt to address all of their questions and concerns and resolve this to their satisfaction.    

• Initial Complaint

  09/29/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ***************** does not do their due diligence to evaluate accounts, they prefer to keep $$ on hand until they decide to audit their accounts once a year. Their regulations apparently surpass State laws and regulations for SHEVD (Homestead Exemption for Veterans with Disabilities).

  Business response

  10/08/2021

  Thank you for bringing this concern to our attention.  As soon as we received this we reached out to our escrow department and are in the process of addressing the borrowers concern.  Escrows are set up based on what is in the closing package and for whatever reason the borrowers exemption was not reflected.  This information has been updated and an escrow analysis is underway.  We apologize for the borrowers frustration and ask for a little more patience as we work to correct the frustrations of this situation.     

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***************************** from first centennial mortgage left so much damage both mental and life wise that Im still struggling with. I have been working with his team for 10+ years to get an approval once I had an approval and I asked a different realtor for an opinion he lowered it and refused to hand me over my pre approval, took various calls and email to get it to me. He never apologized nor did he ever had sympathy for the situation. He is a fake and makes up fake promises offers bonus or credits to get you to stay with his company.

  Business response

  10/06/2021

  Unfortunately in the lending industry not every borrower is satisfied with the outcome.  Without going into the specifics on this particular loan or borrower situation quite often we find that some borrowers do not understand the lending and regulatory guidelines and scrutiny we must adhere to.  Sometimes we question it ourselves because we get to know the borrower and believe they do deserve a chance but the lending guidelines might not agree.  In any case we are very sorry the process and experience for this borrower did not meet their expectations or our goal of serving every borrower satisfactorily.  

  We have reached out to the borrower and expressed our apologies and have worked with the parties involved here to make sure we learn all we can from this complaint and borrowers experience.  For over 25 years our goal has always been to serve our borrowers with great support and consultation in the end hoping they have a great experience.  It is obviously we did not achieve our goal in this situation and for that we are very sorry.  If there is anything we can do additional to assist this borrower we certainly will.  

  Customer response

  10/06/2021

   
  Complaint: 15889308
  
  I am rejecting this response because:
  There was never an apology from ****** it came from his assistant who is trying to clean up his mess never form ******, in fact I reached out to them not them to me
  Sincerely,
  
  *******************

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