Business Profile

Mortgage Banker

Village Capital & Investment, LLC

Complaints

This profile includes complaints for Village Capital & Investment, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

261 total complaints in the last 3 years.
100 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:01/06/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Village Capital has held our mortgage for over 2 years. Not one time have our payments been late. For the past several weeks I have contacted by phone numerous times, as well as by email. I have been on hold for as long as 1 hour several times. And have tried to call from the time the company opens for the day until they close for the day. I have never seen such poor customer service. No response from this company at all.
Business Response
Date: 01/09/2023
Dear ******************:
We are in receipt of your correspondence addressed to the Better Business Bureau (BBB), dated January 6, 2023. You stated that you are not satisfied with your customer service experience with ********************************************* & ******************** LLC, and you are having difficulties when attempting to make your monthly payment obligations. Village Capital & Investment LLC disputes all claims stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
On January 6, 2023, a representative of Village Capital & Investment LLC reached out to you in the effort to assist you with making your January 1, 2023 payment obligation. The representative processed a one time draft in the amount of $1,052.43 to satisfy your payment, making your loan current. Your next payment due is February 1, 2023.
Village Capital & Investment LLC understands your concerns and we apologize that your experience with us did not meet your expectations. In the attempt to regain your trust and provide you with the excellent service you deserve we contacted you to assist with your payment and answer any questions or concerns you may have had. In addition, you are able to email us directly at ****************************************************** with any questions or concerns regarding your loan. Thank you for your patience and understanding. We will work diligently to ensure you receive the exceptional customer experience you deserve.
We believe that this response fully addresses the concerns outlined in your Better Business Bureau (BBB) correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************. ll us why here...
Initial Complaint
Date:01/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We did an assumption package with *******************************. We have closed this deal back December 21, 2022. Since we have closed on this property we have had numerous phone calls regarding a payment. We have had a 30 day late on the credit report. Which it has drastically. made our score go down. I have never encountered a transaction so poorly in our life. The rudeness by this gentleman is observed. This lender was my service lender and we were treated horribly. I want my credit to be fixed immediately and our documentation to be recorded ASAP. We spoke with Netco title and they even said, they have been emailing waiting for the package as of today and have unable to reach someone. Please fix this ASAP. We also have emailed **************************************** have received absolutely no response. Thank you.
Business Response
Date: 01/13/2023
Dear *********************************:
We are in receipt of your correspondence addressed to the Better Business Bureau (BBB), dated January 6, 2023. You stated that Village Capital & Investment LLC should review your credit history during the process of an assumption and expressed you were not satisfied with your customer service experience. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
On January 6, 2023 you were emailed your Credit Reporting Dispute(s) Notification that stated, based on the assumption of your mortgage obligation finalized on December 22, 2022, you are no longer liable for the debt(s) owed to Village Capital & Investment LLC. Please note that all previously reported information will reflect up until November 2022. A copy of the Credit Report Dispute(s) Notification has been included for your records.
Were sorry that your experience with us did not meet your expectations. Village Capital & Investment LLC will work diligently to ensure we achieve better communication when our borrowers contact us for any concerns or issues.We can assure you that customer service is of the utmost importance to us, and we regret that you feel you did not receive the excellent level of service you deserve. Village Capital & Investment LLC appreciates your feedback.
We believe that this response fully addresses the concerns outlined in your Better Business Bureau (BBB) correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************.
Business Response
Date: 02/15/2023
Dear *********************************:
We are in receipt of your correspondence addressed to the Better Business Bureau (BBB), dated February 8, 2023. You stated you have reached out several times regarding your **** and have not received it. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
On February 7, 2023, Village Capital & Investment LLC received your email requesting your **** document, the **** was sent to you the same day you requested it.
On February 13, 2023, a representative of Village Capital & Investment LLC reached out to you to confirm your **** was received and after the agent stated they were calling from Village Capital & Investment LLC the call was disconnected. If you have any questions or concerns, you can contact us at *******************************************************
Please note that you were provided this information as a courtesy as we were able to determine you were not a signer on the loan per the Mortgage Note we have on file. Therefore, any information requested in the future will need to be requested by the responsible party who was on record prior to the assumption. Any attempts to request this information without the prior listed borrower on file will be denied.
Village Capital & Investment LLC appreciates your feedback as **************** is of the utmost importance to us.
We believe that this response fully addresses the concerns outlined in your Better Business Bureau (BBB) correspondence. If you have any questions concerning this response or require additional assistance, please contact our **************** Department at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at *******************************************************
Initial Complaint
Date:01/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have my mortgage with Village Capital. I always make my payment online. Every two or three months they " upgrade " their system, and then I am not able to login. They have to deactivate my online account, and I have to re-enroll. Every time I call them, the wait time is horrible. Tonight I held for 2hrs and 8 minutes, only to be hung up on. I have tried their automatic call back, and they never call back. I have never had a company make it so hard to make a payment online. I don't do an ACH because most months I try to send extra to principal. I think they need a new IT team if they can't figure out how to do upgrades without kicking everyone out of their account. I pay everything online, and have NEVER had this problem with any other company.
Business Response
Date: 01/13/2023
Dear ***********************:
We are in receipt of your correspondence addressed to the Better Business Bureau (BBB), dated January 4, 2023. You stated that you have experienced difficulties with our online platform and have also had difficulty getting a hold of us due to long wait times. Village Capital & Investment LLC disputes all claims stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:

In the attempt to keep your personal information protected from any potential security risk our online platform requires you to update your password every 300 days. Village Capital & Investment LLC appreciates your feedback and we have prioritized and escalated this to our IT Department in order to find a solution for the password reset issues you continue to experience. They are currently in touch with Gmail and we hope to have this resolved as soon as possible.
Our records indicate you were able to access your online account on January 3, 2023 and process a payment in the amount of $1,222.09. Your next payment due is February 1, 2023.
Village Capital & Investment LLC understands your concerns and we apologize that your experience with us did not meet your expectations. We are currently experiencing high call volumes and may have affected your attempt to reach our **************************** In the attempt to regain your trust and provide you with the excellent service you are able to email us directly at ****************************************************** with any questions or concerns regarding your loan. Thank you for your patience and understanding while we continue to work diligently to get this matter resolved.

Please note, we offer several payment options in addition to pay by phone and online payments such as by mail, Billpay and automatic payments through Automatic Clearing House (ACH ) which allows you to pick a draft date any day between the **** of every month with the option of paying additional principal.

We can assure you that **************** is of the utmost importance to us.
We believe that this response fully addresses the concerns outlined in your Better Business Bureau (BBB) correspondence. If you have any questions concerning this response or require additional assistance, please contact our **************** Department at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************.

Sincerely,
Borrower Relations Specialist
Special Servicing Department
Village Capital & Investment LLC
Initial Complaint
Date:01/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and I have our mortgage with Village Capital Investment located in ********* ******. Last month when I logged in to make my December mortgage payment I got prompted to change my password so I did. I made my payment successfully wrote my new password down and then here I am January 1st attempting to make my mortgage payment and it says my password is invalid. This is the second time there system has logged me out and I don't have access to my loan. I also have tried emailing, and calling and you simply sit in silence and no one ever answers. I have called numerous numbers, emailed multiple emails and nothing. Now I can't pay my mortgage because I can't reach the company that has my loan.
Business Response
Date: 01/06/2023
Dear ************************* & *****************************:
We are in receipt of your correspondence addressed to the Better Business Bureau (BBB), dated January 4, 2023. You stated that Village Capital & Investment LLC has disregarded your calls and e-mails in regards to accessing your online account and making a payment. Village Capital & Investment LLC disputes all claims stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
On January 3, 2023 you spoke with a Village Capital & Investment LLC representative in regards to password issues and making your monthly mortgage payment. Our representative assisted you with your online account to re-register & create a new password. Additionally, the representative took your payment over the phone due to the previous issue of accessing your online account, making your loan current and due for February 1, 2023.
In the attempt to keep your personal information protected from any potential security risk, our online platform requires you to update your password every 30 days. Village Capital & Investment LLC appreciates your feedback and we have prioritized escalating this to find a solution for the password reset issues you have experienced. We are currently in touch with Gmail and we hope to have this resolved as soon as possible.
Village Capital & Investment LLC understands your concerns and we apologize that your experience with us did not meet your expectations. In the attempt to regain your trust and provide you with the excellent service you deserve while this is resolved you are able to email us directly at ****************************************************** with any questions or concerns regarding your loan. Thank you for your patience and understanding while we continue to work diligently to get this matter resolved.
We believe that this response fully addresses the concerns outlined in your Better Business Bureau (BBB) correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************.
Sincerely,
Borrower Relationship Specialist
Special Servicing Department
Initial Complaint
Date:01/02/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Village Capital on Friday, 12/30/2022 @ 5:45 pm , to see about having my automatic withdrawal temporarily discontinued. I first attempted online but their online system says my information is incorrect and when I request to reset my password an email with the link is never received. I called multiple times once holding for 1 hour and 11 mins. An incompetent employee came on the line and when I explained I needed to discontinue the automatic payment he said he was going to get someone to help me. He put me on hold and came back a few minutes later. He verified my information and while doing so I mentioned how I could not get the online system to work. He said he would look into it and put me on hold again. I held for more than an additional 2 hours before realizing it was past their business hours. I called again this morning 12/31/2022 at 10:10 am. I held for 1 hour and 45 mins when the phone eventually hung up without me ever being able to speak to an anyone. I need this withdrawal stopped due to being in between jobs and I will not have a pay check for a few weeks. I am aware that I will incur a late fee, however, the fact that I cannot reach anyone will cause me to incur several overdraft fees and late payments for other things that need to be paid as well. Its disappointing that many complaints have been made regarding Village Capital and they continue to hire incompetent people and refuse to fix an online system allowing customers to handle their situations independently. Its an unfair practice that companies sell our loans to mortgage companies without our say so.
Business Response
Date: 01/13/2023
Dear *******************************:
We are in receipt of your correspondence addressed to the Better Business Bureau (BBB) dated
December 31, 2022. In the contents of your complaint, it was stated that you are unable to get in
contact with Village Capital & Investment LLC. On December 30, 2022 you stated you did get in
contact and the representative placed you on a hold for two (2) hours, then you disconnected.
The *** payment for January 1, 2023 needs to be canceled due to you not having the funds for
the payment. Lastly, you stated that you can not get access to your online account. We apologize
for any inconvenience this has caused you. We can assure you that Village Capital & Investment
LLC answers every phone call in the order they are received. In regards to the complaint
escalation, Village Capital & Investment LLC has determined the following:
Upon further review, on December 30, 2022 you contacted the *************************** A
representative let you know that you will need to be transferred to the Customer Service
Department. After waiting on hold, you ended the call due to the call volume being higher then
normal. On December 31, 2022, you called Village Capital & Investment LLC and claimed that
no agent was available to answer at the time. Village Capital & Investment LLC was closed on
January 2, 2023 to observe New Year's Day.
On November 1, 2021, the Automated Clearing House network(***) Form was processed and
set up to draft on the third (3rd) of every month. On January 3, 2023 the *** was pulled from
your bank account to satisfy the January 1, 2023 monthly mortgage obligation. Please advise,
Village Capital & Investment LLC are only able to pause *** when borrower has paid in
advance and at least 3 business days are needed before draft day to be able to pause ***. You
attempted to cancel *** on December 30, 2022 and at this time, this did not fall in the correct
timeframe to request cancellation. . Given the time needed in order for this request to be
completed was in fact not allotted, your *** payment would not have been able to be paused. In the attempt to keep your personal information protected from any potential security risk, our
online platform requires you to update your password every 300 days. Village Capital &
Investment LLC appreciates your feedback and we have prioritized escalating this to find a
solution for the password reset issues you have experienced. We are currently in touch with
Google and we hope to have this resolved as soon as possible.
On January 3, 2023 a representative from Village Capital & Investment LLC called and left a
message to assist you with your online account. For further assistance, please contact our
Customer ****************** at ************** or e-mail us at ****************************************************** to
help resolve this matter.
We believe that this response fully addresses the concerns outlined in your BBB correspondence.
If you have any questions concerning this response or require additional assistance, please
contact our Customer ****************** at **************, Monday through Friday, from
5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************.
Sincerely,
Borrower Relationship ******************************************
Customer Answer
Date: 01/13/2023

Complaint: 18666699

I am rejecting this response because I did not disconnect on Dec 30th due to hold time. I disconnected only after I went outside your normal business hours and did not feel confident anyone would come to the phone at that point. On December 31st the line disconnected after holding almost 2 hours. I was not the one to disconnect. I did in fact call and request a callback on the automotive system which I NEVER received. I was also in contact via email and was assured my concern would be forwarded. They also stated someone called me and left a message which I explained I had no messages. I advised them in a response email the number was changed and provided the new number, which AGAIN, no one called. If the calls are recorded, as they should be, please go back to Dec 30th and you will hear where the incompetent employee comes back on the line the 2nd time to verify my information. It was at that time I provided my new phone number which no one from your company has called and left a message. I did not say I didnt have the funds to cover. I stated I was out of work and would need those funds to get me through the month of January until I start my new employment in February and get back on track. I did not refinance with your company and only wish I had the option of my account being sold to a company more reputable since I am still unable to gain access to my online account and I still have not received a call from anyone on the new number I provided. I can see by the number of complaints pertaining to the same concerns you all have no desire to correct these issues or actually attempt to provide better customer service.

Sincerely,

*****************************
Business Response
Date: 01/17/2023
Dear *******************************:
We are in receipt of your correspondence addressed to the Better Business Bureau (BBB) dated January 13, 2023. In the contents of your complaint, it was stated that you are unable to get in contact with Village Capital & Investment LLC. On December 30, 2022 you stated you were placed on hold and disconnected due to being outside of business hours. Lastly, you stated that you can not get access to your online account. We can assure you that Village Capital & Investment LLC answers every phone call in the order they are received. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
On December 30, 2022 you contacted the *************************** Upon further review of our call records, the representative let you know that you would need to be transferred to the **************************** Once he verified your information, he went and transferred you to the **************** Queue. Unfortunately, there was a very high call volume due to being the end of the month, this caused there to be a longer than normal wait time. While reviewing our records, it indicated that you decided to hang up on December 30, 2022 after being placed in the queue. Upon further review, on December 31, 2022 you contacted the **************************** You stated you were automatically placed on hold and after about two (2) hours of being on hold, you decided to hang up. Please note, Village Capital & Investment LLC is open from Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST. December 31, 2022 was unable to be answered due to not being a working day. Unfortunately due to a very high call volume, Village Capital & Investments LLC may have longer wait times during the end of the month. We apologize for this, and any inconvenience it has caused.

Village Capital & Investment LLC did launch a new website late December, 2021. Prior to launching the online platform, we conducted extensive testing in an attempt to make the move to our new website, an easy experience for our customers. However, we have experienced some unexpected issues that we continue to work diligently to resolve and will continue to do so as they are brought to our attention.
On January 3, 2023 a representative from Village Capital & Investment LLC called and left a message to assist you with your online account. For further assistance, please contact our **************** Department at ************** or e-mail us at ****************************************************** to help resolve this matter.
We believe that this response fully addresses the concerns outlined in your BBB correspondence. If you have any questions concerning this response or require additional assistance, please contact our **************** Department at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************.
Sincerely,
Borrower Relationship ******************************************
Customer Answer
Date: 01/17/2023

Complaint: 18666699

I am rejecting this response because the response is the same as previous. They are still not accepting responsibility for failing to provide an acceptable amount of customer service. They continue to shift the blame on me. If I am on hold for over 3 hours and its now outside of normal business hours of course I am going to hang up. Common sense and common courtesy would be for a representative to callback to the number I was calling from. Again, I DID NOT hang up the following day after holding almost 2 hours. The phone disconnected on village capitals end and again no one called back even AFTER I called and requested a callback from their automotive system. They finally acknowledge the initial representative I spoke with did verify my information but still cannot explain why no one has called me to date nor will they acknowledge the email I sent providing my correct information and still no correspondence from their company via email or cell contact to the correct number updated with their representative and sent in the email. They state they are aware of the issues with their system YET its still not fixed over 2 weeks later. They are proving more that they lack the ability to provide satisfactory customer service and need to begin by accepting responsibility for the failures on their end and either train their employees to be competent or hire those with the ability to provide services that are being requested in a timely manner. I have had zero attempt from anyone from this company to contact me or rectify this situation in anyway on the correct cell number I provided more than once. At this point the only acceptable response would be having someone from the executive office call me directly to address my concerns.

Sincerely,

*****************************
Business Response
Date: 02/01/2023
Dear *******************************:
We are in receipt of your correspondence addressed to the Better Business Bureau (BBB) dated January 13, 2023. In the contents of your complaint you stated that you're not satisfied with Village Capital & Investment LLCs response as you have experienced difficulties when attempting to contact Village Capital & Investment LLC. Additionally, you have experienced online issues. We can assure you that Village Capital & Investment LLC answers every phone call in the order they are received. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
On December 30th, 2022 you contacted the *************************** the representative verified your account and proceeded to transfer the call to our **************************** The representative that verified your information was unable to assist with your request and transferred you to a department that would be able to further assist you. Upon the transfer you were automatically placed in the queue. Village Capital & Investment LLC ensures all calls are answered in the order they are received. You stated that after two hours on hold, you were unable to get a hold of a representative due to it being outside of our business. We have been experiencing a high call volume, which may have caused some difficulties when attempting to reach our **************************** Additionally, you attempted to reach us on Saturday December 31, 2022 however, it was outside of our business hours Monday through Friday, from 5:00 a.m. to 7:00 p.m. PT.

On January 3, 2023 a representative from Village Capital & Investment LLC attempted to call you to assist with your online issues and again on January 31, 2023. Unfortunately, they were unable to reach you and left a voicemail. After extensive review and testing, the online account issues regarding temporary passwords have been resolved. You will receive an email that will include your temporary password from ******************************************************* If you do not see the email in your inbox, please check your spam folder. Once you sign in using the temporary password, you will be instructed to create a new password that is unique for you. You will be required to update your password every 300 days. We have sent an email with your temporary password to your email on file. If you continue to experience any difficulties please email us at ******************************************************.
We believe that this response fully addresses the concerns outlined in your BBB correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************.
Customer Answer
Date: 02/01/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
The information they are stating in their response is still incorrect. I did actually receive a call on Jan 31st, in which I called back less than 30 minutes later. I once again requested a callback from their system and again NO ONE ever called me back. They have the records of the calls and they state they respond to every call in the order it was received but thats definitely not true! Their response is non existent!!
I am only accepting the review because after waiting over a month their online system has been corrected and I am now able to log in on my own. If you have a choice in mortgage companies to choose from DO NOT choose this company!

Sincerely,

*****************************
Initial Complaint
Date:12/19/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since June of 2021, I have requested several representatives of Village Capital Mortgage toOn December 13, 2022, and I submitted my mortgage payment of $2,955.00 through the Village Capital Mortgage website. On their website, I can only see the last four digits of my bank account. Looking at that is correct. On December 19, 2022, I received a telephone call from one of Village Capital's representatives stating the return of my payment and that I had been charged a late fee. When I look at my bank account, I can see that the funds are still there. I asked the representative to tell me which account number she saw. The representative helped me to know the account number on their website; however, I need help to correct it on my end. Likewise, I need help fixing it on your website. My mortgage being returned and charged a late fee would not have occurred if the past four to five employees had stated they removed the incorrect account number. But it was not. Due to this, I would like the late fee deducted and my mortgage to be shown as paid on time.
Business Response
Date: 12/30/2022
Dear ************************* and ***********************
We are in receipt of your correspondence addressed to the Better Business Bureau (BBB), dated December 19, 2022. You stated that you are only able to see the last four of your account number on our online platform when attempting to make a payment. On December 19, 2022 you received a phone call by a Village Capital & Investment LLC representative advising you that your payment made on December 13, 2022 returned. In addition, you requested the representative to confirm the account number on file with ********************************************* & ******************** LLC. You mention you would like assistance on how to update your account number on our online portal. You feel your payment would not have been reversed as the representatives you have spoken to in the past confirmed to have removed your incorrect account number. Your desired resolution is to have your late fee deducted and your mortgage payment to reflect on time. Village Capital & Investment LLC disputes all claims of servicing errors stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
On December 14, 2022, a payment was made through our website in the amount of $2,955.00. On December 16, 2022, the payment was returned as Account Closed. According to our records, the incorrect bank account was removed from our file per your request in March of 2022. This did not remove your bank account information from your online account, and when you made your payment through our online portal, the payment was drafted from the closed account. Due to security purposes, we are unable to access your profile on our Village Capital website. This is why we cannot remove your banking information from your online account. In order to have your closed bank account removed from your online account, you will need to log in to our website and navigate to the payment section of your dashboard. Once there, you are able to edit or remove your bank account information by selecting the option under payment methods. Once removed you will be able to avoid any payment drafting from the incorrect account number.
The payment obligation for December 1, 2022 was satisfied on December 19, 2022, marking it as current and on time. Under the Fair Credit Reporting Act, it is our duty to furnish or report fair and accurate information. Please note the Village Capital & Investment LLC reserves the right to deny any or all frivolous or irrelevant disputes defined under 12 CFR Part 1022.43(f).
Village Capital & Investment LLC offers a one time late fee waiver for the life of the loan, if you wish to apply this waiver towards the late fee accrued on December 16, 2022 please email ****************************************************** for further assistance. We can assure you that **************** is of the utmost importance to us.
We believe that this response fully addresses the concerns outlined in your Better Business Bureau (BBB) correspondence. If you have any questions concerning this response or require additional assistance, please contact our **************** Department at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************.
Sincerely,
Borrower Relationship ****************************************** us why here...
Customer Answer
Date: 01/03/2023

Complaint: 18611429

I am rejecting this response because:
Village Capital stated the incorrect bank account was removed from our file per your request in March of 2022. This did not remove your bank account information from your online account, and when you made your payment through our online portal, the payment was drafted from the closed account. How would I, the customer, know that when speaking to one of your representatives and requesting a removal of a closed account that this request did not take care of every area that the account is held. I do not know nor was I told to update the account information on Village Capital website. Your representative should have expressed that to me. Due to Village Capitals failure to communicate the entire process to such customer I should not have to requested a one time late fee waiver. My account should be recorded and noted as a timely payment without requesting a late fee waiver.

Sincerely,

***********************
Business Response
Date: 01/05/2023
Dear ************************* and ***********************

We are in receipt of your correspondence addressed to the Better Business Bureau (BBB), dated January 4, 2023. You stated you did not know or were told to update your account information on our Village Capital website. You also state that you believe you do not have to request a one time late fee waiver. Village Capital & Investment LLC disputes all claims of servicing errors stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
The system representatives use to review your loan, process payments and add or remove bank information on file is separate from the online portal borrowers can access. On our Village Capital website, customers *** create online accounts and add or remove bank accounts for online payment. As these two systems are separate, when information is removed or altered from one system, the other is not automatically updated. As a result, when we removed the incorrect account from our system on March 16, 2022, the incorrect account was not removed from your online account. On that same day, you submitted a one time draft through your online account which was drafted from the incorrect bank account.
In regards to the late fee accrued on December 16, 2022, we understand the confusion that *** have occurred due to the lack of clarification. We have moved forward with waiving this fee and will not be counted as your one time late fee waiver for the life of the loan. The next late fee waiver moving forward will be your one time late fee waiver for the life of the loan. The payment obligation for December 1, 2022 was satisfied on December 19, 2022, marking it as current and on time. Under the Fair Credit Reporting Act, it is our duty to furnish or report fair and accurate information.
I am sorry that your experience with us did not meet your expectations. Village Capital & Investment LLC will work diligently to ensure we achieve better communication when our borrowers contact us for any concerns or issues.We can assure you that customer service is of the utmost importance to us, and we regret that you did not receive the excellent level of service you deserve. Village Capital & Investment LLC understands your frustration and appreciates your feedback. Thank you for reaching out and giving us the opportunity to resolve this matter.
We believe that this response fully addresses the concerns outlined in your Better Business Bureau (BBB) correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************.
Sincerely,
Borrower Relationship ******************************************
Customer Answer
Date: 01/06/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:12/12/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I did a refinance with Village Capital to get a lower interest payment. I was to have 1 month with no payment. Because I was on autopay their computer "did an auto populate". That caused a chain reaction of overdraft fees, return check penalties over a period of 1 month that caused me over $800 in penalty fees. It took Village Capital 3 weeks to refund part of the money and then ********************************************************************* I cancelled autopay and set up bill pay and they got their payment every month on time. What they never told me that every month for the entire time I was paying on time that I (according to them) I was continually paying one month behind every month even though my bank statement shows timely payments every month. Then I tried to do a refinance through another lender but Village Capital already reported my payment being late every month thereby destroying my credit and my ability to get refinanced. They kept telling me that ***** payment was overdue when in fact my bank statement showed the ***** payment was paid and showed me the check. What eventually happened was the said I was overdue $7950 in payments. They and the VA said to apply for mortgage assistance. I did, was accepted and met compliance. Then they sent paperwork to me by Fed Ex that needed to be filled out, notarized and sent back by a certain date. The paperwork from ***** was never handed to me but was under a chair beside a door. It was over a week before I found it. I talked to a person at Village Capital in the evening and she asked a supervisor if I could scan the documents and send a pdf of them She told me yes. I asked for the specific e-mail address to send the pdf to but she never provided. I sent the package back ***** next day but Village Capital informed me that the date was too late and they cancelled the mortgage relief and now they are threatening a foreclosure.
Business Response
Date: 12/16/2022
Dear ***************************:
We are in receipt of your correspondence addressed to the Better Business Bureau (BBB) dated December 12, 2022. In this correspondence, you stated that you have been continuously paying one month behind on your mortgage payments due to auto pay being canceled.. You stated that Village Capital & Investment LLC is threatening foreclosure and your mortgage assistance was canceled due to not receiving an email. Also, you stated that April 1, 2022 monthly payment was on time, but you were reported ***** days delinquent. Due to your credit reporting many late fees, a refinance on your mortgage loan cannot take place. You stated that Village Capital & Investment LLC has violated FCRA guidelines due to the accurate reporting of your credit history with us. Village Capital & Investment LLC disputes all claims of unethical and unfair practices stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
Our records indicate that your payment history with Village Capital & Investment LLC have reflected late payments since the beginning of this year (2022). Please see below the details of this for your review:
The April 1, 2022 monthly mortgage obligation was satisfied on July 5, 2022, marking it ***** days delinquent for credit reporting.
The May 1, 2022 monthly mortgage obligation was satisfied on July 11, 2022, marking it ***** days delinquent for credit reporting.
The June 1, 2022 monthly mortgage obligation was satisfied on September 2, 2022, marking it ***** days delinquent for credit reporting.
The July 1, 2022 monthly mortgage obligation was satisfied on July 5, 2022, marking it ***** days delinquent for credit reporting.
The August 1, 2022 monthly mortgage obligation was satisfied on December 2, 2022, marking it ***** days delinquent for credit reporting.
The September 1, 2022 monthly mortgage obligation was satisfied on December 2, 2022, marking it ***** days delinquent for credit reporting..
The October 1, 2022 monthly mortgage obligation was satisfied on December 12, 2022, marking it ****** days delinquent for credit reporting.
Village Capital & Investment LLC as a financial institution, responsible for furnishing accurate information in regards to credit reporting, is required under 15 U.S. Code **** to only report accurate information based on fact, regardless of circumstance. We do not allow any exceptions to this. Refer to the Fair Credit Reporting Act, the Equal Credit Opportunity Act Notice, and the Notice of Furnishing Negative Information documents that are included for your review.
Village Capital & Investment LLC posts all payments on the date of receipt. When you use bill pay through your bank you are relying on **** to deliver your payment and that *** cause delays in us receiving your payment in a timely fashion. Additionally, banks *** hold a check requested to be sent through bill pay until they have multiple requests from multiple customers and they bulk mail the bill pay checks out.

On May 27, 2022 you spoke with a representative from Village Capital & Investment LLC, which explained that you have been a month behind. Each month your monthly mortgage statement is sent to your mailing address on file, which explains if any fees have accrued and which month is due. You stated that I threw away all the notices and letters, I thought I did not need them. The letters that are being sent are for your knowledge of your mortgage loan, they are meant to be reviewed to know the status of your loan. On December 12, 2022 Village Capital & Investment LLC sent you a Notice of Default letter. It states that your loan is presently in default, the delinquency of your mortgage loan is a serious matter that could result in the loss of your home. Foreclosure action has not been taken, you do have options and time to become current with your loan. Included is the Notice of Default letter, which explains all of your options, and a Mortgage Assistance Application which can be filed out and returned to see if you qualify for any assistance.

I apologize that your experience with us did not meet your expectations. In the attempt to regain your trust and provide you with the excellent service you deserve, we would appreciate the opportunity to provide you with the exceptional customer experience you deserve. Please contact our *************************** at ************** or e-mail us at ****************************************************** to help resolve this matter.

We can assure you that **************** is of the utmost importance to us.
We believe that this response fully addresses the concerns outlined in your BBB correspondence. If you have any questions concerning this response or require additional assistance, please contact our *************************** at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************.
Sincerely,
Borrower Relationship ******************************************
Initial Complaint
Date:12/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My loan was transferred in July of this year, and they have yet to get my payment applied correctly first time. I have been able to work with them to get it corrected in all instances up until the Nov 1st payment which I have been trying to get the to corrected since Nov 3rd. I spoken with them at least ten times since that date, and I documented my last 7 calls to them. Prior to these tracked calls there were at least 3 previous calls trying to correct the misplacement of my payment. Here is the situation:After many misapplication of funds, everything was correct with my Nov payment, except that VC&I erroneously put $873.91 into my escrow instead of applying it to my principal. I have spoken to *****', ***, *****, ******, ****, and ***** (and 3 or 4 of them more than once) in the last month and have not been able to get them to move my money from my escrow account (which is over-funded) to my principal. In the meantime, I am paying interest on a principal balance that is nearly $900 to high. Today I spoke with ***** again and she told me all she can do is send an email to cashiering to request the changes. That will make the same email that cashiering has received for the 6th time since Nov 11th. I decided enough is enough and am reporting them to everyone who will take a report.
Business Response
Date: 12/16/2022
Dear *********************************,

We are in receipt of your correspondence addressed to the Better Business Bureau (BBB) dated
December 8, 2022. In the contents of your complaint, it was stated that on July 5, 2022 you were transferred to Village Capital & Investment LLC from *************************. and since the transfer your payments have not been applied correctly. On November 1, 2022 you sent in three checks for your November 1, 2022 mortgage payment and Village Capital & Investment LLC did not apply the payments correctly. After multiple attempts to get this taken care of, you saw no change of what you asked to be done. We apologize for any inconvenience this has caused you. We can assure you that when Village Capital & Investment LLC receives a payment, it is processed within 24 hours and applied on to your loan account. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
On July 5, 2022 Village Capital & Investment LLC acquired your loan from a Servicing Transfer. Since the acquisition of your loan, representatives of Village Capital & Investment LLC have explained due to your situation of wanting to send in multiple payments that it would need to be sent into our physical office location. After multiple instances with misapplications Village Capital & Investment LLC explained how to make these payments with no confusion once again. On November 1, 2022 Village Capital & Investment LLC received three checks with a total amount of $1,958. Village Capital & Investment LLC applies all payments as soon as we receive them. You have been sending payments via Bill *** to our ***ment Lockbox, which is located in ******, *****, this is not a physical location. Village Capital & Investment LLC spoke with you on multiple occasions that when sending payments via mail or bill pay, they would need to be sent to the physical office location that is located in *********, **. With this being said the funds were not able to apply correctly due to no direction on where to apply funds, being sent to the wrong address, and not getting correct application until after payments were applied to our best judgment.

On September 26, 2022 the interest rate on your loan was adjusted to *****%, this change decreased your payment from $914.69 to $866.91. When a check was included in the amount of $914.69 it made the application of payments to be confusing and unclear. Village Capital & Investment LLC applies payments with the best of our judgment when there is more funds than the obligated monthly mortgage payments, we apologize for the inconvenience this has caused you.

Please advise, your loan is an Adjustable-Rate Mortgage (ARM) Loan which means that your monthly mortgage payments fluctuates. When sending in payment be advised your interest rate can change throughout the life of your loan.

Village Capital & Investment LLC has reviewed your payments and applied them correctly. During the month of November 2022 you paid a total of $2,074, which was received as the following:
On November 1, 2022, three (3) checks were received in the amount of $1,958
An online payment was made in the amount of $16 on November 17, 2022
$100 was received on November 28, 2022 through the online platform
The funds have been applied as follows:
$866.91 was applied to satisfy the November 1, 2022 monthly mortgage payment
$57 was applied to the Escrow Account,
A total of $1,150.09 was applied to the Principal Balance.
On December 14, 2022, we corrected all payments to reflect accurately, changes will accurately reflect on December 19, 2022. Please advise, once applications are fully updated, your principal balance will be reported as $81,055.93 with an escrow balance of $1,054.99.

On November 23, 2022 Village Capital & Investment LLC received your ACH Form, which will draft $2,022 from your account each month. This includes an additional principal payment in the amount of $1,155.09. On the tenth of each month these funds will be automatically pulled from your bank account and applied to your loan.

We can assure you that **************** is of the utmost importance to us, and we regret that you did not receive the excellent level of service you deserve.

We believe that this response fully addresses the concerns outlined in your BBB correspondence. If you have any questions concerning this response or require additional assistance, please contact our **************** Department at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************.

Thank you,

Borrower Relations ******************************************
Customer Answer
Date: 12/19/2022

Complaint: 18545789

I am rejecting this response because: 1) Today is 12/19/22, the day their response states my balance would be corrected by, and my principal mortgage balance is still reporting as $81,922.84. 2) Nothing has been done to address the fact that they are charging me interest on an incorrect balance and have been doing so for the past 7 weeks.

Sincerely,

*******************************
Business Response
Date: 12/23/2022
Tell Dear *********************************,

We are in receipt of your addressed to the Better Business Bureau (BBB) dated
December 19, 2022. In the contents of your complaint, it was stated that no change was made to your principal balance. You also stated that the interest that is being charged is higher than it should be and has been for the past seven (7) weeks. Village Capital & Investment LLC disputes all claims of unethical and unfair practices stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:

On December 15, 2022 Village Capital & Investment LLC correctly applied all of November 1, 2022 mortgage payments. Your mortgage loan was correctly updated to reflect a principal balance of $81,055.93 as of December 19, 2022. Please note, you are able to see these changes using your online account through our online portal at www.villagecapital.com.
Furthermore, representatives from Village Capital & Investment LLC advised you on several occasions where to send your payment(s) as well as how to address your payment(s) in order for the funds to be disbursed and applied to the appropriate account. The information needed at the time your payment(s) was processed was not detailed as advised, causing your payment to be applied to your Escrow Account. Instead the payment(s) were sent to our automated payment lock box as opposed to our office located at ************************************************************************************ as advised.

Please note, your loan is an Adjustable-Rate Mortgage (ARM) Loan which means that your monthly mortgage payments fluctuates. When sending in payment be advised your interest rate can change throughout the life of your loan. The interest rate on an Adjustable-Rate Mortgage (ARM) is not guaranteed to adjust each month.

We can assure you that **************** is of the utmost importance to us.

We believe that this response fully addresses the concerns outlined in your BBB correspondence. If you have any questions concerning this response or require additional assistance, please contact our **************** Department at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************.

Thank you,

Borrower Relations Specialist
Special Servicing Departmentus why here...
Customer Answer
Date: 01/03/2023

Complaint: 18545789

I am rejecting this response because: While they did eventually get my payment to the correct account, it took 7 weeks. 7 weeks during which I was charged interest on an extra $1000 that I had already paid!
Additionally, they took no ownership of the issue. They said I was advised multiple time by their reps with regards to an alternate payment address, which is a blatant lie! AND, if they have an alternate address to send payments to, why is it not listed on their website?
Their post also says they "can assure you that **************** is of the utmost importance to us." If this was true, they would own this mistake and the fact that their payment processing process is extremely flawed. Mortgage companies have a responsibility to ensure they have a system in place that correctly allocates the funds that they are given by their customers. If there is a challenge with that they should accept responsibility and fix the system, not require their customers to change their process to fit the way they process payments. AND they should be required by law to refund the interest payments they took in error while they attempted to correct the problem.

Sincerely,

*******************************
Initial Complaint
Date:11/21/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In Mid to late Oct I contacted the loss mitigation department of Village Capital to assist in getting my VA Mortgage pushed out a could months to help with the increase of the Escrow as when I refinanced they stated that the payment would not increate for 4 years as I was specific to let them know that is what happened with our previous mortgage company.As I was going over the loss mitigation application I was told by the rep that the account would not incur any late fees during the process nor would I get any late payment notifications.During the application state I should that my account was assets a late fee for both Oct and Nov. of 116 each month and that I also received calls and letters stating my account was past due.
Business Response
Date: 11/28/2022
Dear **************************************************:
We are in receipt of your correspondence addressed to the Better Business Bureau (BBB) dated November 21, 2022. You stated that while going over your loss mitigation application a Village Capital & Investment LLC representative allegedly advised you that you would not incur any late fees during the process nor receive any late payment notifications. Village Capital & Investment LLC disputes all claims of unethical and unfair practices stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
On November 17, 2022 you were denied for all Loss Mitigation mortgage assistance options. You do have the opportunity to appeal this decision, as outlined in the Loss Mitigation Denial - Recommendation to Reinstate or Market Property letter mailed to your mailing address. You have until December 1, 2022 to appeal their decision following the procedure as outlined in Your Right to Appeal. A copy of the denial letter is included along with this notification for your review. After reviewing our call records, we did not find that a Village Capital & Investment LLC representative advised you that your late fees would be waived during your application process. At this time we can offer you a one time late fee waiver for the life of your loan in the amount of $116.57. If you are interested in utilizing this waiver please email ****************************************************** or call our **************** Department.
Please note that monthly payments are due on the 1st of every month with a 15 day grace ****** before late charges are assessed. Village Capital & Investment LLC offers several payment methods, including mailing your checks, automatic monthly drafts (ACH), and bill pay. If you are having difficulty making payments online or do not wish to mail your monthly payments, our **************** Department is available at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST, with a $10 Pay by Phone fee.
Village Capital & Investment LLC will work diligently to ensure we achieve better communication when our borrowers contact us for any concerns or issues.We can assure you that customer service is of the utmost importance to us, and we regret that you did not receive the excellent level of service you deserve. Village Capital & Investment LLC understands your frustration and appreciates your feedback. Thank you for reaching out and giving us the opportunity to resolve this matter.
We believe that this response fully addresses the concerns outlined in your BBB correspondence. If you have any questions concerning this response or require additional assistance, please contact our **************** Department at **************, Monday through Friday, from 8:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************.
Initial Complaint
Date:11/15/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I refinanced my home on 10/21/2022 away from Village Capital to United Wholesale Mortgage. My property taxes were due on 10/15/2022. Village Capital as my servicer failed to pay the taxes on time. This Caused a $261.36 of Penalty and Interest. According to US Federal Law 12 C.F.R. *******, "The servicer must make the insurance and tax payments on or before the deadline to avoid a penalty, as long as your mortgage payment isn't more than 30 days overdue." When I called their **************** they denied that they were liable to pay because they said that the title company should have paid for them. What the representative was failing to understand is that up unto the day that i no longer had a loan or when my loan was paid off that they had a legal obligation to pay my taxes on time. Furthermore title companies dont pay for anything. They make payments from a closing on behalf of the respective parties. To stop additional accrual of Penalty and Interest I paid the $261.36 on 11/15/2022 because Village Capital refused to accept that it was there fault or their problem.Village Capital, you are responsible for this and need to make right by paying back the $261.36 that was caused by you not paying the taxes on time. It was not my fault or responsibility to pay the taxes on time since you collected monthly escrows to pay them and my insurance.
Business Response
Date: 11/22/2022
Tell Dear ******************************,

We are in receipt of your correspondence addressed to the Better Business Bureau (BBB) dated
November 15, 2022. In your correspondence, you stated that you refinanced on October 21, 2022 and your property taxes were due on October 15, 2022. You feel that Village Capital & Investment LLC did not pay your property taxes on time and caused a $261.36 penalty and interest charge. Village Capital & Investment LLC disputes all claims of unethical and unfair practices stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:

After Further research it was found that Village Capital & Investment LLC did not pay taxes as there was pending payoff. Your payoff request was sent to Village Capital & Investment LLC on September 13, 2022 and again on September 26, 2022. At this time the request to pay taxes was denied on September 21, 2022 due to the pending payoff status. Village Capital & Investment LLC does not automatically issue payment for loans pending payoff when taxes are due within the 30 day payoff period. This is to prevent a short payoff or an issue with closing. The ************* is responsible for taking care of insurance and taxes that are due within 60 days of closing. Village Capital & Investment LLC advises you to reach out to the title company to gather more information as to why your taxes were not included at the time of closing.

On October 17, 2022 you reached out to Village Capital & Investment LLC to inquire why your taxes had not been paid yet and the representative you spoke with advised you that we could pay your taxes with your consent. During this time you consented to taxes being paid and a check was sent to **** County on October 20, 2022 in the amount of $4,711.84 however, this check was returned due to the missing penalty in the amount of $261.36. Village Capital & Investment LLC has decided to refund you directly the $4,711.84 in order for you to be able to pay your taxes and we will send you a check for the penalty amount of $261.36.

We can assure you that **************** is of the utmost importance to us.
We believe that this response fully addresses the concerns outlined in your BBB correspondence. If you have any questions concerning this response or require additional assistance, please contact our **************** Department at **************, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST or e-mail us at ******************************************************.

Thank you,

Borrower Relations Specialist
Special Servicing Departmentus why here...
Customer Answer
Date: 11/23/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************

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