ComplaintsforTowne Mortgage Company
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Complaint Details
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Initial Complaint
09/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
hello. ive had my (first) mortgage with this company for three and a half years. about a year ago i filed for bankruptcy. i did not include the mortgage. because of my bankruptcy, the banks policy bans me from making an online or automated payment so i have to call in. the company has been understaffed due to the pandemic which is understandable, but it means that i am not always able to pay my mortgage on time because they dont have anyone to take my call. thats unacceptable as my credit can be impacted by a late payment and i have no control over their staffing.Business response
10/01/2021
Towne Mortgage Company ("Towne") is in receipt of your correspondence dated September 30, 2021, which was originally mailed to the Better Business Bureau ("BBB").
Towne is in the process of reviewing your account to determine what options may be available to ease your payment making abilities. A final response will be sent once research has been completed.
Thank you,
*************************
Senior Compliance Specialist
Customer response
10/01/2021
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this responseno result has yet been given so i do not know if i approve the solution or not- it isnt yet a solution.
Regards,
*******************************Business response
10/07/2021
Towne Mortgage Company ("Towne") has reviewed your account and offers the following in response to our findings.
Loans are not reported as delinquent to the credit bureaus unless the current monthspayment has not been received before or during the month that it is due. This allows over 30 days for each payment to be made. You may be required to pay a late fee, if a grace ****** and late fee are stated in your loan documents and agreed to by you as indicated by your signature on said documents.
You are able to make a payment by telephone with any representative should you chose to make the full regular monthly payment due. If you choose to make a payment by telephone in an amount that is not the regular payment and you must leave a message for Townes Bankruptcy Representative, a call back has been made promptly and in accordance with industry standards.
In addition to making a payment by telephone with a representative you also have the option of mailing your payment in using any number of postal services, such as, the United ********************* ********* ********************** ******** and/or Federal ******* ********** Generally those services are able to somewhat guarantee the date your mail will arrive at its destination. Most banks also offer **** pay services, which would alleviate the need to call in your payment to Towne each month.
Due to the number of laws that must be followed in handling bankrtupcy loans, special handling will continue on yours for the duration of your bankruptcy. This not only protects the servicer, but protects you as the debtor as well. Once your bankruptcy has been completed and released in the manner seen fit by the bankruptcy court, additional options for making your payments may be available.
Thank you,
*************************
Senior Compliance AnalystCustomer response
10/07/2021
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why thats not a solution and allowing online payment is legally acceptable. i spoke with my attorney.
Regards,
*******************************
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Customer Complaints Summary
7 total complaints in the last 3 years.
4 complaints closed in the last 12 months.