Arbor Residential Mortgage LLC Mortgage Complaint

Arbor Residential Mortgage LLC Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account Texas

My loan was sold to a different servicer. I set up bill pay with my bank. The new servicer rejected my first payment. When I called to find out why, they advised that they had received my payment but were rejecting it as their policy was to not accept bank billpay for the first payment after a transfer. I asked how I was to know that and the agent referred me to my welcome package. We reviewed the welcome package together and the agent, and a supervisor, confirmed that nowhere in the welcome package did it indicate that a billpay payment would be rejected - the instructions even provide a reminder to update the billing information with the billpay provider! -. When I raised this with the supervisor, she advised that they knew the welcome package was wrong and they had not gotten internal support to update the letter content to indicate that initial payments would be rejected. I let her know that I could not believe they were letting this happen as it would mean that every transferred customer would have a rejected first payment and therefore a late payment. Her response was that late charges would be waived - I told her that was not the point as we were not intending to pay late. I was given the option to make another payment with the agent to replace the one I had already made that was rejected - for a $15.00 fee. Completely unacceptable service from Seneca - Servicing.