Umpqua Holdings Corporation Mortgage Complaint

Umpqua Holdings Corporation Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account Oregon

On the morning of Tuesday, - -, I received a call from my homeowners insurance company letting me know my annual payment was overdue. This payment should have come from Umpqua Mortgage and was due - -. I called Umpqua to find out what had happened. I waited on hold for a long time, than eventually opted for the get called back without losing your place in the queue '' approach. I finally received the call back at -. The rep I spoke to made no attempt to investigate or solve the problem, merely telling me that she 'd pass my information along. On - -, I received a notice of cancellation from my insurance company. I checked on their website to verify that the insurance remained unpaid. It was, so I sent an email to Umpqua via their website. On - - I heard back from - -. Her email stated, in part :


I re-paid '' it, since I had already paid the money to Umpqua as part of my escrow. Today, - -, I received a letter from Umpqua stating that they mailed the check on - -. There was no information concerning why they failed to pay prior to - -, why it took two hours to connect to a customer service rep on - -, why my phone call on - - resulted in no action, or how they intend to regain my confidence. As I write this I 'm out the $640.00 insurance premium twice. I expect to eventually receive a refund of my payment from the insurance company, but in the meantime this has cost me money, time and aggravation. And now I feel like I ca n't trust Umpqua to do their job.