ComplaintsforHope Enterprise Corporation

• Initial Complaint

  12/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date: 12/14/2022 To: HOPE FEDERAL CREDIT UNION * ********* ****** ***** *** **** ******* ** ********** ***** ********* ******* ***** **** **** ***** ******** ** ***** Re: Error Resolution Notice under 12 C.F.R. §1024.35 Mortgage Loan Number: ********** I am writing to request correction of the error described below in regard to the mortgage on my property at ***** **** **** ***** ******** ** ***** .THERE WAS FUNDING WHICH WAS PROVIDED TO YOU ALL THREW HOME SAVER PLUS PROGRAM WITH THE ATTACHMENTS THE AMOUNT THAT YOU SAY I OWE IS NOT WHAT IS BEING REPORTED AND UPDATED ON MY CREDIT REPORT. Escrow Errors: ? I have been notified by CREDIT REPORTING] that your company failed to DECREASE MY AMOUNT OWED VERSUS WHAT WAS APPLIED. HOMESAVERPLUS HAS REINSTATED 1070.58 AND MADE 8 PAYMENTS ? NOVEMBER 15,2022 REPORTED 70,328.00 ? DECEMEBR 5 2022 REPORTED 69,775.00 ? REPOTED TAXES WERE OWED REQUESTED ESCROW WAIVER. Payoff Errors: IS NOT REFLECTING WHAT IS BEING REPORTED OR APPLIED. ? Your company failed to provide an accurate mortgage payoff balance that I requested on 12/14/2022.ATTACHMENTS ARE UPDATED. If you need to contact me, I can be reached at ************, or email: *************************** Sincerely, ******** *******

  Business response

  01/06/2023

  1/6/2023
  The Better Business Bureau serving Mississippi
  660 Katherine Dr Ste 400
  Flowood, MS 39232
  
  Attention: ***** *******
  Dear Ms. *******,
  Please find our response to the complaint case # ********.
  The results from our research regarding the complaint case # ******** filed with the BBB serving Mississippi are complete.  During an audit of Homeowner Assistance Funds payments received, it has been determined that all of the funds have been properly applied to Ms. *******’ s account.  In our written response to Ms. ******* we have provided a payment history that indicate when the payments were applied. In our correspondence we have included information on how to contact HOPE in the event Ms. ******* has any questions regarding the application of these payments or if she believes there is a missing payment from the loan.
  In regards to the complaint surrounding credit reporting, our records show that this information is accurate as of the end of our previous credit reporting cycle. As such, we are unable to determine an error in the amounts which we are reporting. Ms. ******* has been provided a copy of the loans 2022 payment history. This document is intended to provide a breakdown of the allocation of the payments remitted for the loan in 2022, as well as the remaining principal balance of the loan following each payment application.
  When examining Ms. *******’ s complaint in regards to unpaid property taxes; our review indicated that  on December 16, 2021 we sent a disbursement for the 2021 taxes due to Harrison County Tax Collector. On December 16, 2022 we sent a disbursement for the 2022 taxes due to the Harrison County Tax Collector. Each year, we verify the tax amounts due directly with your taxing authority. This verification process occurs electronically just prior to disbursing payment from the escrow account. As such, there may be a small delay between the tax bills’ release date and the date on which the property tax projections are updated in our records. Our next disbursement to the Harrison County Tax Collector is scheduled for December 2023.
  A 30 day payoff and all account history documents have been sent to Ms. ******* for her review.
  As always, we are committed to a policy to maintain the very best in services and benefits to all of our members as well as to demonstrate an appreciation for our clients daily.
  Regards,
  
  ******* ** *****
  SVP, Retail Operations
  Hope Federal Credit Union
  
  CC:  **** ******
           Supervisory Committee Chairperson
           Hope Federal Credit Union

  Customer response

  01/14/2023

   

   Complaint: ********

  I am rejecting this response because: the mortgage company and how federal credit union is not reporting the same on the so I want it corrected papers have been reported and no response i feel hope federal credit union is incorrectly reported the amount which is being showing on credit report.

   Regards,

  ******** *******

  Business response

  01/30/2023

  1/30/2023
  The Better Business Bureau serving Mississippi
  660 Katherine Dr Ste 400
  Flowood, MS 39232
  
  Attention: ***** *******
  Dear Ms. *******,
  Please find our rejection response to the complaint case # ********.
  The results from our research regarding the complaint case # ******** filed with the BBB serving Mississippi are complete.  Thank you for the opportunity to respond to the concerns  recently submitted through the Better Business Bureau (BBB) dated January 16, 2023. The rebuttal correspondence states that the unpaid principal balance reported to the credit bureaus is incorrect. Screen shots were provided that indicated the third party monitoring service is reporting a different amount than your unpaid principal balance.
  We have reviewed the account with our sub-servicing vendor, Dovenmuehle Mortgage, who reports to credit monitoring agencies on behalf of HOPE. At the end of each of their credit reporting cycles, they submit the loan information as-is to the credit bureaus to which they report. According to their records, they are accurately reporting the balance of the loan to the credit bureaus. However, they do not have control over the amounts shown on the credit report generated by individual credit bureaus. As such, they are unable to submit a change which would correct the balance reported on your submitted credit report.
  We sincerely apologize for any inconvenience you may have experienced due to the difference between the existing unpaid balance of the loan and what is being reported to the credit bureaus. This situation is not typical of our business practices, and we hope to provide you the excellent service you expect in the future.
  We believe that this response fully addresses the concerns outlined in your BBB correspondence. If you have any questions concerning this response or require additional assistance, please contact our Customer Service Department at 1-855-876-1864, Monday through Friday, from 8:00 a.m. to 5:00 p.m. CST.
  
  Regards,
  
  **** ******
  Supervisory Committee Chairperson
  Hope Federal Credit Union
  

  Customer response

  02/04/2023

   

   Complaint: ********

  I am rejecting this response because:we now that credit reporting is accurate and I feel that third party reporting is correct and I feel that hope federal is not showing correctly on there app and money not being applied and also the reasearch  team needs to correct the problem and my 1098T form was incorrect also . I feel that funds were not properly attached to account and what is being reported  from the third part is correct .People need to correct the problem. 

  Regards,

  ******** *******

• Initial Complaint

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hope Credit Union. I explained back in October to Hope Credit union I had two Covid related deaths in my family back to back and that I would miss making one payment because of funeral expenses and the I was told they would take this into consideration because of the ongoing pandemic. Despite me keeping up with my payments until I could make up the one missing payment they reported to the credit agencies and it knocked 80 points of my credit score. I finally made double payments in December and January and complained to Hope Credit Union, no response. I complained to BBB in Tennessee they didn't respond either. Since Dovenmuehle originated the loan and they are responsible for the problem, then Hope need to address them and remind them of their mission and commitment to their customers. All I ask is that they remove that missing payment off my credit record because of the extenuating situation that made me late with that payment. I have been making all other payments on time for two years. They are in partnership with a credit union bank whose job is to help low income people build credit. I am extremely frustrated. Dovenmuhele has tried to make me consider selling my house on a short sale. It's as if they are trying find a way to make me give up my home. I just want that missed payment off my credit and for Hope to keep their promises.

  Business response

  03/17/2022

  February 25, 2022
  
  
  ********* * ******** **** ******** *** ******** ** *****
  
  RE: Loan Number: **********
  BBB Case Number: ********
  
  Dear********* * ********:
  
  We are in receipt of your correspondence addressed to the Better Business Bureau (BBB) dated February 10, 2022. You stated you contacted us in October 2021, advising you would be missing a payment due to a death in the family. You stated you spoke with a representative who advised they would take this into consideration in regard to the credit reporting on the above-referenced loan. You have requested a correction be submitted to the credit reporting agencies in which we report to. We have reviewed this situation and our response is indicated below.
  
  Our records indicate you spoke with a representative on November 8, 2021, and advised you missed your October 2021 payment due to a death in the family. The representative advised we have alternate options available to assist with your hardship, but the options were declined. It was also advised until the loan is brought current, there would be collection activity and the possibility of negative credit reporting. You advised it was a one-time expense that caused the hardship, and you would be able to resume payments going forward.
  
  On November 11, 2021, we received your payment for $523.88. Of that payment $515.88 was applied as your October 2021 payment with an effective date of November 10, 2021, while the remaining $8.00 was applied towards your late fee balance. On December 3, 2021, we received your payment for $540.50. Of that payment $515.88 was applied as your November 2021 payment while $24.62 was applied towards your late fee balance.
  We have determined that no adjustments can be processed at this time, as we are legally obligated to report accurate payment receipt dates to the credit bureaus. As such, we may only complete modifications of the credit reporting history when we have verified documentation substantiating that a payment was received by us in a timely manner. As you declined the options available to you, we are unable to process your request for a goodwill credit correction.
  
  We apologize for any inconvenience this matter may have caused. Customer service is of the utmost importance, and we sincerely regret that you feel your personal experience may have fallen short. Please accept our apologies for the inconvenience you have experienced.
  
  We believe that this response fully addresses the concerns outlined in your BBB correspondence. If you have any questions concerning this response or require additional assistance, please contact our Customer Service Department at 1-855-876-1864, Monday through Friday, from 8:00 a.m. to 5:00 p.m. CST.
  
  Sincerely,
  
  ** ****
  Escalations Analyst
  Research Department 
  

*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. ↩