RBS Citizens Mortgage Complaint

RBS Citizens Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account Connecticut

Background : I have several rental properties. - of which have mortgages held by CCO Mortgage. The properties are:169 - - -, - - CCO account number -. - - -, -. CCO account number -. - - - -, -. CCO account number -. Problem : In - of 2015, I made a payment to - mortgage for - rental property mortgages. The payment was made by mail and included the monthly statement coupons. It took me a while to figure it out, but CCO applied - payments to - - - - in - and applied no payments to - - - - in -. A third property, - - - in - was properly allocated. In -, I noticed that I had received - statements for the - - and none for the - - property. I sent the proper payments to -, marking up the extra statement coupon for the - property to indicate that I was paying the - - property. Again, the - - payment was misallocated to the - property. Attempts at resolution : At that point, I began trying to deal with the customer service people at CCO mortgage to attempt to


by the misallocations. These calls never came. Sometime in -, I received a letter informing me that the - - - property escrow account was over allocated and that I was owed over $2000.00. CCO would not refund this money as my account was called delinquent ''. I called the escrow department of CCO and explained the problem, but they refused to release the excess escrow funding as customer service coded my account as delinquent ''. I then instructed CCO to apply the withheld escrow to cover all - payments ( the escrow overage was equal to more than the combined monthly payments of the - accounts -. I expected them to refund any late fees and correct any credit reporting issues. I was asked to submit this is writing to a - -. I did so by fax, on or about -. She never has responded to me. To date, I continue to receive harassing mailings and collection calls ; and despite many requests for a manager to return my call and go through this all, none has come. Instead, the burdensome mailings and calls keep coming. My CCO file should be full of dozens of notes and each time I speak with a CCO person, I am advised that all calls or recorded. These materials should all be discoverable, if need be. I have spoken to CCO personnel roughly - times. Current status : CCO 's position is that all three mortgages are delinquent. CCO refuses to release my - - escrow exceedance. CCO is still assessing late fees. CCO has reported delinquencies to credit reporting agencies. CCO has not responded to requests more management intervention. CCO has not responded to my various complaints. CCO continues to call several times per day, but the callers are call center people, not managers. After months, CCO did reverse the original mistake they made, back in -. Currently, the - - payments are due on all three properties. However, if they are paid, CCO will most certainly misapplied payments again and the problems will only grow. Therefore, I am not making any payments until such time as CCO has corrected the money I have already sent them. I have the funds to pay the mortgages. I have the desire to resolve this.