Complaints

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:11/08/2023

  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.

  My mom has been mailing checks for my mortgage for the last few months because of another issues trying to pay them online. They have removed the money from my moms account every month without fail. They recently sent me a letter threatening to repossess my home for a non payment in September even though they have received the payment and it was taken from my moms checking account. I have not missed a single payment since about may. And they want to repossess my home after I paid for it and is trying to receive extra payment. The book they sent out said 553 was the amount I owe every month and now they are trying to receive 574.66. We have proof on my moms account the agreed upon amount of 553 has been removed from the account.

  

  Business Response

  Date: 11/10/2023

  This
  letter is in reference to your recent BBB complaint dated 11/8/2023. In the
  complaint, you dispute your current loan status stating that you have not
  missed a single payment since May. On 6/23/23, we received a payment of $553.38
  that posted the 6/15 payment and the additional funds received went to an
  overage account that had additional funds from previous payments. After that payment,
  $49.80 remained in the overage account. If there are fees for these types of
  loans and the account is up-to-date, the system is set to then automatically
  apply the excess funds in the overage account to fees first and then any
  remaining amount to the principal balance. Since the account had a fee balance
  at that time, the system applied the excess $49.80 to the fee balance.
  
  The next
  payment we received after that was on 7/24/2023 in the amount of $553.38;
  however, the payment had increased in May 2023 as a result of an escrow
  analysis to $569.77 and was short of posting the 7/15/23 installment. The
  remaining portion of that payment was not received until the next check arrived
  on 8/24/2023. Since then, there has been an additional escrow analysis where the
  payment has gone back down to $555.01 per month and was effective beginning with
  the August installment.
  
  Upon
  receipt of this complaint, the account showed that there was still a balance on
  the 10/15 installment of $21.28. We have had our accounting team move funds that
  was applied to the fee balance on 6/23/23 back towards payments to complete the
  10/15 payment. The account is next due on 11/15. I have requested a copy of the
  payment history and the two most recent annual escrow account disclosure
  statements to be sent to you as well so that you have that for your review and
  records.
  
  Since it
  has been more than 90 days since the non-sufficient funds occurred on the account,
  web-pay and IVR phone systems are now available as a payment option again. If
  you have any further questions or concerns, please contact our customer service
  department at 800-955-002
  
  Regards,
  
  Portfolio Manager
  21st Mortgage Corp
  Extension 1582

  

  Business Response

  Date: 11/13/2023

  Changes in escrow may trigger payment changes. Typically escrow analysis are run once each year, but sometimes more than one escrow analysis may occur which happened with your loan. Your payment has changed from $554.40 to $553.38 to $569.77 to $555.01. While these changes may seem trivial or inconvenient, they are necessary to collect the proper amount of escrow. The most recent Notice of Default was sent on October 25, 2023 when the account was due for the September 15, 2023 installment and the account was $574.66 in arrears. 

  Customer Answer

  Date: 11/14/2023

  They are trying to collect a full payment when they already received the default payment. And illegally trying to repossess my home. For less then 30 dollars owed for the month. 

• Initial Complaint

  Date:11/06/2023

  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.

  I reached out to get a loan mitigation with the company because I was behind, I’ve had problems with this home since I purchased in July 2021. I just had to replace my entire HVAC unit bc they claimed my warranty was void and had to purchase a refrigerator because ours broke down. So I got the mitigation and had to pay $3990 by 10/12. On 10/12 I western union payment, I had half cash and rest debit. The cashier incorrectly put in $39990 and it said company wasn’t taking payment. Another cashier came over and noticed issue, corrected it and we sent payment. On this day my 1 yr old granddaughter was in ER being admitted for RSV that turned into pneumonia, therefore I was rushing and really didn’t check behind cashier bc she has a paper with my account #, amount to pay, etc. Fastforward to the week of 10/17, 21st mortgage calls saying they are foreclosing on our property because we only paid $3900, $90 less. We told them it was cashier error and the issue surrounding problem. We were informed it was a hard offer, we couldn’t send the $90 to fix error and we had until 11/29 to pay $3600 more or our home will be sold. This is unfair due to the fact the person over our case( Dalton Light) was out of office the week of 10/10, and no one even called to inform us of mistake; obviously it was clearly a mistake. We didn’t get a call til the next week saying we had to send more money. 21st Mortgage is aware of the issues we have had with this home, and the money we have paid to make it livable. We have tried to reason with them about the mitigation, they should have called to inform us the payment was $90 short, I never looked at the receipt I just placed it in my wallet and went straight to hospital. If there is anything that you could do, I would appreciate the effort. I have a disabled wife and I honestly can’t come up with more money.

  

  Business Response

  Date: 11/06/2023

                  21st Mortgage Corporation (“21st Mortgage”) is in receipt of your correspondence to the Better Business Bureau
  bearing case number ********. Please consider this 21st Mortgage’s
  official response. 
  
              In your complaint, you allege among
  other items, that 21st will not allow you to complete your loss
  mitigation offer after the deadline.
  
              On or about September 13, 2023, 21st Mortgage sent you a loss mitigation offer advising that you must remit $3990.30
  by 10/12/23 in order for 21st Mortgage to assist with the remaining
  installments to bring the account current. On or about September 25, 2023, 21st Mortgage received a copy of the signed acceptance (signed by the borrowers and
  dated 9/18/23) acknowledging the terms of the offer.
  
              On October 12, 2023 21st Mortgage received $3900.00, $90.30 short of the amount required for the loss
  mitigation offer. 21st Mortgage attempted to contact the you on October
  17, 2023 to advise that we were proceeding after the payment was sent short. You
  spoke to on October 18, 2023 and were advised of the amount needed
  to fully reinstate the loan since the loss mitigation offer was not completed.
  Since no other funds have been received to reinstate the loan, the $3900 was returned
  to the you on November 2, 2023 via Fedex tracking number 773957708719. 21st Mortgage is proceeding with the foreclosure sale scheduled for November 29,
  2023.
  
              If you have any questions regarding
  this response, please feel free to contact me.
  
  Best Regards,
  
  **** ****
  Legal Department
  Manager
  *****

  

  Business Response

  Date: 11/06/2023

  The terms of the loss mitigation offer were clear. It is incumbent on the customer to comply with the terms, which did not happen. 21st takes no position on who is to blame between the customer and the cashier, but the funds were not received timely and have subsequently been returned.  

  Customer Answer

  Date: 11/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I was not contacted, anyone can see it was clearly a mistake. We knew the terms and thought we paid the correct payment. People make mistakes and it would not be hard for 21st to give us our original mitigation amount and let us pay it instead of us trying to get almost $10000 together to keep our home.
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:10/23/2023

  Type:Customer Service 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.

  On 10/18/23 I reached out to ****** ***** of 21st Mortgage regarding some questions he had about the paystubs I submitted. He stated the stubs didn't match what was provided by HR. He then persisted to ask, "Do you make your own paystubs?" Also said, "people use fake websites all the time, I just need to know why you submitted fraudulent paystubs." I had already provided paystubs, W2, employment verification form, and he spoke directly to the head of HR. She used different PDF stub than I provided but the numbers are the exact same. My stub was a PDF from my employee app. He kept talking over me. He would not give me a check number or amount of check he was referring to. Instead, he repeatedly said, it doesn't matter. You're denied." He hung up in my face, 10 minutes later sends a denial letter. I requested to speak to a manager to which the receptionist stated that he (******) is the manager. I asked to speak to anyone other than him to have the opportunity to rectify the misunderstanding. There was an attempt to speak to *****, receptionist came back on and said **** didn't want to get involved because it wasn't her account. I tried to be transferred to ***** multiple times who is the other associate that assisted with the account, he never would answer. I tried to call back one more additional time the same day. No one I spoke with expressed any concern. I'm not sure how ****** reached the conclusion that I provided fake stubs but given the chance I could've proven doubt with bank statements that shows direct deposits from my employer for the past two years matching all checks. He was rude and unprofessional. I have never felt so disrespected and degraded in my life. Business should not be conducted this way and if he was this comfortable and quick to speak to me this way, I'm sure he is doing it to others. He should be held accountable for such despicable behavior. We were in the final stages of the loan process after months, and now we have to start all over.

  

  Business Response

  Date: 10/27/2023

  We
  have received your complaint submitted to the Better Business Bureau on 10/20/2023
  Id # ********.  The complaint requests contact
  from 21st Mortgage to discuss the recent telephone interactions with
  21st Mortgage related to your loan application and income
  documentation submitted. On October 24th I spoke with you and
  discussed the nature of Mr. ******* concerns regarding the income information
  submitted. During the conversation you also brought on ***** ********* with
  your HR department to discuss the types of paystubs that could be submitted. As
  we discussed, 21st agreed your income amounts submitted and employment
  are legitimate and your application was reapproved on October 24, 2023. Calls
  to you were placed on October 24th and 25th to advise you
  of the decision. If you have questions or would like to discuss the next steps
  with your application, you may contac* ****** **** at 1-800-955-0021, extension
  *****
  
  Best Regards,
  
  
  **** *******
  Associate General Counsel

• Initial Complaint

  Date:10/16/2023

  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.

  The nature of the dispute is to request an updated reporting status of my account to the credit reporting agencies. I have reached out numerous times only to speak to a rep that says it will be properly documented. I have been denied credit and extensions thereof, because my account hasn't shown payment activity since 2014. My account is paid in full. All that i asked is that my account gets properly updated.

  

  Business Response

  Date: 10/23/2023

  
  This
  account was included in a chapter 13 bankruptcy that was filed by Roosevelt and
  Lillie Nora (dual co-applicants) on 9/8/2013. The bankruptcy was dismissed
  7/2/2014. 21st Mortgage recognizes that you did not file bankruptcy
  and we continued to report the account accurately until the loan was paid in
  full in July 2023. The account was reported as paid in full by 21st Mortgage on
  8/1/2023 for the July billing cycle.
  
  The
  bureaus have their own internal policies and procedures regarding bankruptcy
  and continuing to report accounts during and after the bankruptcy. It appears
  the bureaus have removed the account from your credit report. We have submitted
  a request to have the bureaus report the account as paid in full and also
  advise you to contact the bureaus to dispute the matter directly by informing
  them that you were not a bankruptcy participant.
  
  If
  you have any questions you may contact me at 1-800-955-0021, extension 1511.
  
  Best Regards,
  
  ****** **********
  Customer Service Director

  Customer Answer

  Date: 10/23/2023

  
  
  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:10/11/2023

  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.

  I hope this letter finds you well. I am writing to bring to your attention an issue concerning my credit report with [Credit Bureau's Name]. I have identified an inaccurate late payment entry on my credit report, and I am formally requesting an investigation and correction in accordance with the Fair Credit Reporting Act (FCRA).
  
  During the period when this late payment was reported, I, like many others, was dealing with the challenges and hardships caused by the COVID-19 pandemic. The pandemic brought about significant health and financial difficulties for me, resulting in temporary financial setbacks that made it challenging to meet some of my financial obligations. As a responsible consumer, I am well aware of the laws and regulations that protect my rights in ensuring the accuracy of information on my credit report.
  
  The FCRA mandates that credit bureaus ensure the accuracy of the information they report. This includes verifying the accuracy of late payment information. I firmly believe that the late payment entry in question is incorrect and should not be on my credit report. Therefore, I kindly request that you conduct a thorough investigation into this matter to verify its accuracy.
  
  My desired outcome from this dispute is to have the late payment status removed from my credit reports for both TransUnion and Equifax. I am confident that my payment history accurately reflects that I have paid my accounts as agreed. The late payment status is a clear error that should be rectified promptly.
  
  I request that you promptly provide me with the results of your investigation. If, after your investigation, you find that the late payment is indeed inaccurate, I kindly ask that you update my credit reports to reflect the correct information.
  
  I appreciate your attention to this matter and your prompt action in rectifying this issue. Please feel free to contact me f you require any additional information to process this dispute.
  
  Thank you for your assistance in resolving this matter promptly and in compliance with the FCRA.

  

  Business Response

  Date: 10/18/2023

  We
  have received your complaint submitted to the Better Business Bureau on
  10/10/2023 Id # ********.  The complaint
  requests that 21st Mortgage review of your payment history and credit
  reporting.  I have reviewed your account
  and confirmed the late payments reporting to your credit are accurate.  A full review of your credit report data has been
  completed and all reported information is correct. If you have questions or
  would like to discuss further, please contact me at 1-800-955-0021,
  Best Regards,
  
  
  ****** **********
  Customer Service Director

  Customer Answer

  Date: 10/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The payment was made before end of day on the 15th of august. Which means it shouldn’t show as 30 days late. I shared a file in which it shows the account has been fully satisfied and cannot be currently delinquent. 
  
  
  
  Sincerely,
  
  
  
  ***** ***

  

  Business Response

  Date: 10/23/2023

  We have reviewed the account history and status further. At the time of payoff, the account was due for the 7/15/23 payment. The payoff was received on 8/15/23 so that payment was received thirty-one (31) days after the due date. The account was over 30 days past due at the time the payoff was received and is reporting properly. 

• Initial Complaint

  Date:09/14/2023

  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.

  I have a mortgage with this company. My August payment was late and I’m trying to pay them the funds. When I call the company to pay they are being rude. They asked why I was late I adv my husband was in the hospital. My September payment is not late until 9-17-2023 but they won’t accept August payment alone. I have the money to pay them but they won’t accept it saying I can’t demand to make a payment. This is a company that refuses to work for the consumer and the consumers are the one keeping the company open. The economy is rough for everyone and they have no consideration for the everyday consumer. I spoke to management and they were just as rude. I uploaded a copy of my mortgage statements from the company which advise that I won’t receive a late fee until after 9-17-23 but they refuse to accept only August payment.

  

  Business Response

  Date: 09/19/2023

  It is not our intent to create
  additional frustration when working with customers during difficult conversations
  related to past due payments and financial hardship.  While we disagree with your characterization
  of our recent conversations, we have taken the steps that no one from 21st will
  attempt to contact you going forward.  We
  have not refused payment from you, but it is a routine practice to attempt to
  have a thorough conversation relating to future plans when using our courtesy
  options to process a partial payment of a delinquent balance or working with
  past due arrangements.  You may continue
  to remit payments through multiple means, each of which is detailed at
  21stmortgage.com.  Some of our payment
  options may not be available depending upon the delinquency status of your
  loan, but if your desire is to avoid any telephone communication, you may remit
  payments to 21st Mortgage via mail via the coupon book that is provided to you
  annually. In the complaint, you also note
  that the September payment is not late until 9/17/2023. However, 21st Mortgage does not have a grace period, and the payments are considered late if
  not received on or before the due date of the 1st each month per the
  Consumer Loan Note Signed on 5/20/2022. We have requested a copy of this
  document be sent to you for further reference. We
  will still be available should you wish to discuss your account via phone, and
  may be reached through our toll free number 800-955-0021.
  
  
  Regards,
  
  ******* *******
  Portfolio Manager
  21st Mortgage Corp
  Extension 1582

  Customer Answer

  Date: 09/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the business is denying what actually took place. Your Customer Service Supervisor denied my payment. Her exact words were she will not accept my payment. I gave my reason for missing payment but she would not accept payment. That is a refusal for payment. I have attempted to make a payment several times but your agents won’t accept them. Why is this? Is this normal business practice? You advising me that you will no longer attempt to contact me resolved nothing. You ignored the fact that you employ people who have cause the friction that we have. Also this is not an apology or an attempt to resolve the dilemma    
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:08/14/2023

  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.

  I am not aware of this inquiry. I have reached out to 21ST MORTGAGE CORP to have this inquiry removed from my file and they are always saying the same excuse, which is no longer acceptable. I have filed this as an outcome of Identity Theft. Regardless of all actions done on my end, there was no action from 21ST MORTGAGE CORP . Thus, I am reaching out to seek assistance to have 21ST MORTGAGE CORP confirm that I have no inquiry with them and that the Credit Bureaus can simply remove it from my credit report. 21ST MTG COR 04/16/2023

  

  Business Response

  Date: 08/28/2023

              21st Mortgage Corporation (“21st Mortgage”) is in receipt of your correspondence to the (1) Consumer Financial
  Protection Bureau (“CFPB”), bearing case number 230814-11757191; (2) Attorney
  General of Missouri, bearing complaint number CC-2023-08-002441; (3) the Better
  Business Bureau. Please consider this 21st Mortgage’s official
  response to all. 
  

  A copy of the
  electronically signed credit application submitted to 21st Mortgage
  on April 16, 2023 is being mailed to you. The application authorizes 21st Mortgage to
  investigate your credit. In conjunction with the application your credit report
  was accessed through Trans Union. 
  
  If
  you need any additional information, have questions or would like to discuss
  any conversation further, please give me a call.

• Initial Complaint

  Date:08/14/2023

  Type:Customer Service 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 applied for a loan on 6/10/2023. I am still currently waiting for my financing for my new place which was supposed to close on 7/28/2023. I had to pay off debt as a condition of the loan which I did on 7/14/2023. I have been asked to submit the same documentation over and over again. My place closed on 7/14 and I am currently homeless due to this delay. The broker is also unorganized and fails to communicate. The response is always the lenders are not quick and they don’t care about contracts or dates. It is now 4 weeks since I paid off my debt and 2 weeks since I was due to close. The seller is also getting restless. He was not going to extend contract and has two back up offers. I agreed to pay lot rent for August and he agreed to extend one more time. I chose to get a mobile home. This is not my first purchase. I have financed a condo for $130,000 and a townhome for $205,000. The loan for this mobile home is only $80,000. It’s unfortunate that people are treated like a piece of paper and not a person. I’ve been a nurse for 16 years. I have no criminal background. And I make enough money to cover this loan and then some. I am about to be homeless due to the fact that they don’t respect contract dates. It’s so unfortunate and so sad. I just want something done so I can close and also for future mobile home buyers.

  

  Business Response

  Date: 08/23/2023

  We have received your
  complaint from the Better Business Bureau in reference to the customer file
  number above. The mortgage broker that is facilitating your loan transaction is
  Home Trust Financial (NMLS#2434096) and your mortgage loan originator with Home
  Trust Financial is ********* ****** (NMLS #*******). 21st Mortgage
  is a wholesale lender for your mortgage broker, Home Trust Financial and doesn’t
  provide the services of a licensed mortgage loan originator.
  
  We have reviewed your required
  loan conditions submitted by your mortgage loan originator and our underwriting
  processes to ensure our turn times have been met.  Contract dates may or may not be able to be
  satisfied by the mortgage broker or wholesale lender, however, communicating
  the expected timelines to close should be constant throughout the loan process.
  As of today, 8/15/2023, your closing documents have been electronically
  delivered to Elevated Title Company, located at 8480 E. Orchard Rd. Suite 4000,
  Englewood, CO to prepare for a closing. Your settlement agent is ******  and should be contacting you soon, if not already, to help schedule
  a closing date for all parties of the transaction (buyer/seller). The escrow
  agent will advise the parties of the expected timelines to further assist with
  settlement. Your mortgage loan originator should be contacted if you have any further
  questions. If I can be of further assistance don’t hesitate in giving me a
  call.

  ***** ******
  Direct Lending Manager –

• Initial Complaint

  Date:07/27/2023

  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.

  So I was told last month that my mortgage was paid in full if I provided $175.00 and that, that amount would be good until 07/25/23. I called 2 days later, and the guy said my payoff balance was $300 and some change, even sent a check in the mail for $100 and some dollars. I sent it back. Anyways moral of the story that $175 was good until 07/25/23, which I sent payment in that exact amount at the beginning of the month. Now they're going back on their word and wanting me to pay another $100 and some dollars. I'm sorry I don't owe you another dime as of 07/25/23 the $175 paid the account off. So again I'm not paying you another cent.

  

  Business Response

  Date: 08/10/2023

  21st Mortgage Corporation (“21st Mortgage”) is in receipt of the BBB Complaint ID of 20382340.  Please consider this 21st Mortgage’s official response.
  Your complaint references the confusion
  related to a payoff quote and balance of your account during the month of July
  2023.  Please see the timeline of events
  that created the confusion.
  On 6/30/23, you
  made contact with 21st Mortgage and requested a payoff
  quote.  At that time, $173.90 was
  quoted and with no changes to your account, would have interest through
  7/25/23.  This amount included an
  escrow credit of $144.60.
  On 7/5/23, an
  escrow refund was generated on your account and created a check in the
  amount of $186.20 which in turn increased the payoff amount by the same
  amount. 
  On 7/12/23 you
  requested the escrow refund check to be voided to reduce the payoff amount
  back to the original amount of $173.90 through 7/25/23. 21st Mortgage also received a check in the amount of $175.00 on 7/12/23.
  Additionally an
  insurance policy renewed on 7/27/23 in the amount of $70.47 to add to the
  confusion.  This was simply an
  unfortunate timing issue.
  
  As of the date of this letter, $125.86 is owed on your
  account.  Due to the situation and
  confusion, 21st Mortgage will clear this balance and consider your
  account paid in full as of 7/12/23 (the date your payment was received.)  We apologize again for the frustration and
  appreciate your business. 
  
  If you have any questions regarding this response, please
  feel free to contact me.
  
  Best Regards,
  
  ****** **********
  Director of Customer Service
  1-800-955-0021 Ext. 1511

• Initial Complaint

  Date:07/20/2023

  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.

  Each year my 1098 is issued from my mortgage company which shows the total balance owed for the year. Last year the balance was around $4000. I paid this amount during the months of 2022 until September. In September, I sent a notice from my attorney asking for a hardship forbearance until my disability claim was completed. My disability claim completed in October of 2022. At this time, I phoned the mortgage company and was told that I had a total outstanding loan balance of $986. I made two payments of $450 and in February I was sent statements that I am still due a monthly mortgage payment. When logging into my account; it shows that I do not have any principal or interested balance; but there is an accrual that equals above what I even owed at the beginning of 2022. There has been some accounting activities on my account that has not been explained to me. The mortgage company is now addressing all of my account concerns to my attorney instead of me; and has not sent a release of lien nor my deed.
  Not only this; but they are reporting my negatively on my credit report each month.

  

  Business Response

  Date: 07/24/2023

  This
  letter is in response to your letter of concern filed with the Better Business
  Bureau on 7/20/2023.
  
  I
  have reviewed the complaint. Final documents showing you the loan is paid off were
  sent out on 6/6/23, There is nothing else owed on your account. At one time you
  advised us you were represented by an attorney, unless we get informed, they no
  longer represent you we have to send all documentation to them.  We have to report to the credit bureau how
  you paid through the life of your loan. 
  
    If you have any other questions about your
  account, or you would like to discuss the situation further, please feel free
  to contact me directly at the extension below. 
  Thank you for your time.
  
  Sincerely,
  
  
  Portfolio Manager
  Ext: 1041