Embrace Home Loans Inc Mortgage Complaint

Embrace Home Loans Inc Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account Maryland

In - -, we refinanced our home loan, taking advantage of a lower interest rate and dropping the mortgage insurance cost. The refinance was through our existing lender, who we had been working with since - -. We had absolutely no issues with the first loan, setting up automatic payments with the company, and never being late with our payments. After refinancing, we have had several issues, which are outlined below. Our first payment was due on -/-/-. We attempted to set up the payment using the My - - website on - -. The initial attempt was unsuccessful as we were not able to set up an online account. We called the customer service number on - -, - at - and were told that the bank account had insufficient funds. After looking at the bank account information, it was determined that there were sufficient funds available, but the - - - representative was still not able to make a payment. - - and -, we spoke with - ( id # - - at - - -. The payment was still unable to be processed, with - - - stating that the bank account did not have sufficient


Again, we checked our account and there were sufficient funds, so we were very confused as to where - - - was getting their information. On each of the calls listed above, we confirmed with - that they had the correct account and routing number. On both - and - we phoned - yet again, this time talking with - and were told that the same issue persisted ; insufficient funds. Again, we checked with our bank and were told we had sufficient funds and there was no block on our account. On Friday -, a phone call was made, and we spoke with a - -, a manager, who said he would check into the issue and call us back on Monday -. He never called back. On -/-/-, we received a call from - telling us that our phone number was being used as our bank routing number which is why none of the payments were able to go through. Our next payment on - was accepted and process. On -/-/-, after receiving a statement including late fees, we spoke with - about how we could catch up on our payments, which are now behind due to the - representatives using our phone number as a routing number. He stated he would send a package in the mail with a repayment program, essentially increasing our monthly payment about $400.00 for - months in order to catch up. The first payment was to be due - -, so we mailed a check, as the repayment program does not allow online payments, on -. - - ID - - from - called on - letting us know they had not received our payment. He called back on - stating the same thing. After discussing with him that we had sent the check through the mail, he agreed to wait until - before allowing us to do a payment by phone. He also agreed to call us as soon as the check was received. We have had considerable trouble working with this company since our loan was refinanced. We believe that due to the error in the routing number which was not discovered until early -, we should not be held accountable for the late fees. The company also assessed us a $15.00 fee for payment by phone which we do not feel accountable for, as the payment never went through due to the routing number debacle.