ComplaintsforFirst Community Mortgage

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We refinanced our home with a local company ******** Mortgage in **********. They deal with different brokers in the ** and may deal with overseas brokers. We closed on our loan at the end of September of 2023. Our loan was immediately sold to ******** and our first payment was due by November 1st of the same year. ******** Mortgage provided us with pay slip to mail in our first payment with ********. We mailed in our payment per ********* instructions to ******** in October of 2023. ******** cashed our mortgage payment in late November. According to the endorsement on the back of the mortgage payment check, ******** cashed the check via ********************* and deposited into Allied First Bank SB. ******** did not credit our mortgage payment and claim that our check was rejected. I have provided proof to ******** including a copy of the cashed check from my bank and my bank statement showing where the money was taken out of our account. My husband and I have made more than 20 attempts of calling the phone number ******** lists on our statements. We have been hung up on and dismissed stating the check was rejected. Our mortgage was sold to another company within 30 days of starting with ******* - November ****, 2023. Our new mortgage started on December 1, 2023 with another company after it was sold. We still havent resolved this issue of the missing mortgage payment with ********. I have been pursuing all options in order to resolve this issue. Currently we missing about a $4k house payment that ******** refuses to help resolve. I have sent all of the documents ******** requested and yet Im still out $4k. I am a teacher and not rich. $4k is a lot of money that I do not have in excess.

  Business response

  01/26/2024

  January 26, ****
  
  Better Business Bureau
  
  To Whom It May Concern:
  
  First Community Mortgage (FCM) is in receipt of the complaint filed by ******************************* (the Customer) with the **********************. **************** complaint states that he made a payment to FCM and the check was cashed; however, it was not applied to his account and the loan was transferred without the payment being credited. 

  Upon receipt of the complaint, FCM conducted a thorough review of the loan file and determined that check #****, in the amount of $3,901.78 was received from the Customer at the lockbox on November 10, 2023. The loan number provided on the payment coupon was the initial temporary loan number. The payment was misapplied to a different loan, unrelated to the Customer.

  The Customer made another payment on November 14, 2023,which satisfied the November 1, 2023 payment. The loan was scheduled to transfer to a new servicer, Shellpoint Mortgage Servicing. On November 29,2023, the loan transferred as scheduled, showing due for the December 2023 payment. 

  The funds were located and wired to the new servicer on January 22, ****, along with the effective date of the payment and application instructions. On January 24, ****, Shellpoint confirmed receipts of the wire and posting instructions.
  There have been no late fees nor negative credit reports as a result of this issue. 

  At FCM, we strive to exceed our customers expectations with every interaction. FCM sincerely apologizes for the misapplication of the November payment and the resulting frustration that occurred. 

  The First Community Mortgage **************** prides itself on ******************* Providing the highest level of quality service is our goal.If you have any additional questions, please feel free to contact our ******************** at ************** from 8 am to 9 pm ET, Monday through Friday, and Saturday 8 am to 12 pm ET, excluding major holidays, or message us at fcm.servicingdivision.com/mgs.
  
  Sincerely,
  The First Community Mortgage ******************** Team

  Business response

  01/26/2024

  We have advised the complainants of the resolution. 

• Initial Complaint

  12/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Earlier this year I noticed that my mortgage with First Community had fallen off of my credit report causing a big drop in my credit report. In March 2022 they changed the office of who was managing my mortgage from their ******** office to their ********* office. I contacted the company about it and they said they would resolve the issue. In June 2022 I contacted them again because nothing had changed, they said to email a copy of the report to them showing it was not on my credit history. I emailed them a copy of my credit report showing that the mortgage was no longer showing on my credit report and that it had caused a drop in my credit score. After a couple months nothing had changed so I called the company again to file a report about the issue, still nothing was done to fix the issue. I again called to file a report and had to call again a third and fourth time. It is now December 2022 and nothing has changed. There is obviously a blatant disregard for this issue going on in this company. My credit report still doesnt show that I have a mortgage which caused my credit report to drop. So basically I have been paying on a mortgage that I am not receiving credit for, but still keep getting a bill from them to make payments on a house that is not being reported properly on my credit history. I would like this issue resolved but every time I contact the company they assure they will resolve the issue but 6-7 months later nothing has been fixed. I have attached my credit report from back in June 2022 and from December 2022 and you can see that the First Community Mortgage was closed and no longer shows on my credit report. I also attached an image showing how many points my credit report dropped in April due to this issue.

  Business response

  01/09/2023

  Dear Sir:  I have tried to reach out to you to discuss without success.  Please contact me back to discuss. 

• Initial Complaint

  10/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 20th 2022 First Community Mortgage decided to run my credit without my permission. An employee that I had worked with back in February with a different company decided it was ok to keep my financial information when he switched companies recently. Never even spoke to me about it. My realtor asked him a financial question and he took that as permission to run credit reports. Absolutely no contact was made directly with me or my wife. The employees name is *******************

  Business response

  11/11/2022

  Thank you for bringing this to our attention.  We have reached out to you by phone and by email for additional information without success.  Please reply back so that we can obtain additional information to better understand the situation.  Thank you.  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In December 2021, I applied for forbearance from my mortgage company, due to *****. I was recently sent papers that shows that my 3 month forbearance then added 10 years to my mortgage. When I discussed with company they said "in order to keep my interest rate at what it was that is what I have to do". That seems totally outrageous and I am not sure who can help me. Should I file with the consumer protection agency? Company said that I have to pay all of the back payments now and become current and it would go away. I don't trust that after all this time. I am not sure why that would be at all either. How do I know if I am set in stone to have to pay this extra 10 years??

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Overpayment of mortgage June 6, 2022, I accidentally paid two mortgage payments thru mu *************** online bill pay. On June 7th I request a refund for the overpayment amount of $******** The mortgage company refuse to send my refund because they needed a download copy pdf file showing the funds came from my bank account. I spoke with a *************** representative who stated that they don't provide pdf downloads from customer's account. On June 7th, A *************** Representative call and informed First Community Mortgage that they could not send a pdf file to them from my bank account. The *************** person did tell First Community Mortgage representative that they could fax them a copy of my bank statement showing the money came from the same account that had sent it out. The mortgage person said ok and it was sent by the fax while we were on the phone. Today June 21, I received a call from First Community Mortgage stating the refund would be sent out until the download pdf copy was email to them. I told the mortgage person that this could not be done and that I would be filing a complaint and hung up.

• Initial Complaint

  03/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Currently have a mortgage held by First Community. Originally had escrow account for taxes and insurance. In April, 2021 lender agreed to remove insurance from escrow requirements. I pay insurance but they have refused for the past year to reduce my monthly escrow payments to remove the insurance. I am overpaying into escrow approximately $*** a month and have a surplus of approximately $****. They have failed to do an account analysis of this escrow account for over 12 months although I have requested in numerous occasions. They are collected an amount which exceeds what they are allowed to collect under federal ***** guidelines and have been unresponsive. I was told today if I do not pay the $*** with my mortgage payment I would be charged a late fee. They told me today that Once they complete an analysis (which could take a month if they finally take action), I would still have to make about 2 months of payments before the software updates and my payment is reduced. That's another $***** in payments which could take me another year to get back.

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2022/03/30) */ Contact Name and Title:******* **** Contact Email: *************************** Thank you for notifying us of this issue. We are very sorry that you had this problem. We asked the subservicer to rush your escrow analysis which was finalized yesterday. The result was a refund of $**** (the escrow overage) to you, and a reduction in your monthly payment amount of $*** effective with your April 2022 payment. Please let us know if there is anything further we can do. Thank you for bringing this matter to our attention.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  They did not pay our house insurance on time this year and our insurance was almost cancelled so we had to pay it out of our own pocket. To my knowledge, they still have not paid it. They were also late paying it last year which almost caused our insurance to get cancelled.

  Business response

  01/25/2022

  Consumer Response /* (2010, 9, 2022/01/24) */ The company did reach out to me. The premium has been paid so it is resolved.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid off my mortgage that was always paid on time and the company refuses to issues my escrow refund. They also took a mortgage insurance payment out of the amount more then 10 days after receiving a full payoff of the mortgage. I updated my address through the online portal on September 23rd and the portal stated my request was submitted and would be reviewed. My loan was paid in full and a bank wire was credited to the loan account on September 24th, 2021. My address was never updated. I attempted to update it again after checking to see that a check was issued for the escrow payment to my old address. When I contacted the company on October 19th they advised me they don't update addresses through the online portal and they issued the check but it would not be forwarded by the mail service due to the fact that it was a check and they had to recieve it back before they would issue a new check to my correct address even though they knew I would not recieve the existing issued check. It's been more than 20 days since the loan was paid in full which is the federal law to issue an escrow refund.

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/10/22) */ Contact Name and Title: Andrew***** Contact Phone: ********** Contact Email: andrew.****@*************** Good morning and thank you for bringing this matter to our attention. Per our records, your loan was paid of on 9/24 and the escrow refund in the amount of $1423.29 was issued on 10/7. This is generally a 30 day process and I do apologize for the longer US Mail times. However, I understand that our servicing department asked you to complete a request on 10/18 to get a new check cut and sent to you but you refused. I am doing a further investigation to determine the whereabouts of your escrow refund check. I will advise you accordingly. Let me know if you need anything further. Thank you. Consumer Response /* (3000, 7, 2021/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They never offered to cut a new check. They told me I would have to wait for them to get the check back knowing they had the incorrect address. They advised you incorrectly. I told them to cut a new check and send it out and they told me it's not going to happen. Business Response /* (4000, 11, 2021/11/22) */ After investigating, the complainant was sent a replacement escrow refund check on or about November 10th via overnight courier. She acknowledged receipt of same.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased my home on July 12th, 2021 and the mortgage company was first community mortgage. They sold my loan to freedom mortgage and October 1, 2021 was the first day that a payment would be due to freedom mortgage according to the paperwork sent to me by first community mortgage. On October 1st, first community mortgage drafted $1483.46 from my account. On the 4th of October freedom mortgage also drafted $1483.46 from my account. Upon reaching out to first community mortgage I have Been given the run around. No one knows how I am going to get my money back and I am now backed against a wall because I have bills that need to be paid. First community mortgage has been unhelpful and I need my money refunded to me ASAP.

  Business response

  10/29/2021

  Business Response /* (1000, 8, 2021/10/27) */ Contact Name and Title: Andrew **** Contact Phone: *********** Contact Email: ***********@fcmpartners.com Once this matter was brought to the attention of our corporate office, the complainant's funds were returned immediately. We do apologize for the less than stellar information that was provided to the borrower. We have corrected this issue in our system. Consumer Response /* (2000, 10, 2021/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received my money back after reaching out to the cooperate office. This is unacceptable to me because I should not have had to involve cooperate to get this issue resolved. I am very unhappy with the customer service that inexperienced.

• Initial Complaint

  07/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 12/28/2020 First Community Mortgage was paid $95.431.25 to pay off 2 separate loans I had with them by wire transfer, which is $70.25 more than the payoff statement of $95,361.00 that was requested by by current mortgage company. I started receiving calls regarding my "past due balance" in March 2021. I have explained the situation over and over again and am told each time they see the payment made and they would get the problem resolved. No such luck. That seems to buy me a couple of days peace and the calls start again. I am requesting help to get the accounts be credited correctly and zeroed out and any over payment be made to me along with a PAID IN FULL statement. I want the harassing calls to stop immediately. My account # is **********

  Business response

  07/19/2021

  Business Response /* (1000, 5, 2021/07/16) */ Thank you for bringing this matter to our attention. It is a totally unacceptable situation and please accept my apologies. We have corrected the first lien situation and have stopped the collection type calls. I am disappointed that humans you spoke with were unable to escalate your situation to be corrected. However, after reviewing the entire situation, there is more to the story. Please note that I can confirm that we did receive a wire transfer payment in the amount of $95,419.25 on December 29, 2020 to pay off your loan. This payment paid off your mortgage loan balance in the amount of $93,263.12, the interest of $393.49, and the remaining $1,762.64 was placed into your escrow account as a payoff overpayment, but those additional funds should have gone to pay off the August/September 2020 Deferred Payment of $1,652.28 on your account. However, to further complicate things, a processing error caused the remaining escrow funds plus the overpayment (representing the Deferred Payment) to be refunded to you on January 14, 2021. It appears that you cashed check number ***** in the amount of $2,068.34. At least we know where the money is located. So there is still a balance of $1,652.28 on your loan for that deferred payment from 2020. I have attached a Payoff Statement showing the amount to pay off the deferred amount in full, with a good through date of August 2, 2021. Funds received for the payoff must be U.S. Dollars in the form of certified funds or wire transfer only. Please send your payment to: First Community Mortgage Inc. Attention: Payoff Processing ******************************************************* Thank you again for bringing this matter to our attention. Consumer Response /* (2000, 7, 2021/07/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩