ComplaintsforVillage Capital & Investment, LLC

• Initial Complaint

  01/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bank has issued late changes on home loan. I don't make any payments to anyone, *********** sends checks to all vendors owed payment in a timely manner, I think Village Capital is using the USPostal service as a excuse to collect late charges. What ever you want to do with them I don't care I just want it to stop, I'm 75 years old and don't need the aggravation with my finances and credit reports.

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/01/13) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand that this process has been frustrating. We would like to inform you that Village Capital and Investments will never hold your check to cause late fees or penalties. We understand that your checks are being received late, due to the holidays and ongoing mailing delays, checks are being received later than anticipated. We do recommend that if your payments are being received later than expected with the bill pay system, you can take advantage of one of our alternative payment methods. We have the ACH system (Automatic Clearing House), which is our automatic draft service, or you may pay your bill over the phone and on our new website. If you are interested in taking advantage of one of these systems, please reach out to our customer service team to get more information on how to set them up and how they operate. Once again, we do apologize for any inconveniences you may have had during this process. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at inquiry@villagecapital.com. Consumer Response /* (3000, 7, 2022/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Village Capital never stated if they would waver the late charges occurred during this process, possibly including February mortgage payment. I will try to work with Wells Fargo to move date of payment to the middle of the proceedings months. If all is copacetic then I am satisfied with results. Business Response /* (4000, 9, 2022/01/19) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand that this process has been frustrating. We are happy to hear that you have established a way that works best for you in regards to make your payments. Due to the holidays and how the mail has been, we once again cannot guarantee that your checks will always be received on time. We understand that you will be using Wells Fargo, and sending your payments out in the middle of the month, which we hope will help. We also recommend our ACH (Automatic Clearing House) for any automatic payments as well. As for your late payments we will go ahead and waive these for you as a one time courtesy, due to the holidays and mailing delays. Once again, we do apologize for any inconveniences you may have had during this process. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at inquiry@villagecapital.com.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The escrow department of this company has failed to run tax analysis for 2 consecutive years. The first year I had to pay a property tax bill bc they failed to collect the appropriate funds. This year I noticed my escrow short and had to request tax analysis so that im not in the same situation as the prior year. Customer service is rude, unprofessional and unsatisfying. I once had a customer laugh in my face when I was angry with the incompetence of the escrow department. What lending company allows their customer service reps to behave this way? I hate working with this lender, they have no principals, no professionalism, and lack the ability to perform their duties. Im a U.S veteran I should not have to follow-up to ensure my lender is properly executing their job. They should not be allowed to operate. I've read other customer reviews who have had similar issues, at what point will collage capital be held accountable for their difficiencies?

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/01/13) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand that this process has been frustrating. We have reached out to our Escrow Department and they informed us that you were analyzed on 03/2021. At that time, your taxes were $329.28 annually, but we were collecting $2,403.31 annually, so we issued out a refund for $3,076.31. On 07/20/21, we received a bill from you informing us that your taxes will be $2,473.15 annually. At that time, you informed Escrow you would be paying the taxes out of pocket, so we updated your tax lines to reflect the correct amount due and rolled your tax line to 08/2022, to avoid double payment. Now that you have been analyzed, you currently have a shortage due to the taxes being raised. Once again, we apologize for any confusion this has caused and hope this helps bring clarity to the situation. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at inquiry@villagecapital.com. Consumer Response /* (3000, 7, 2022/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your account of the transactions is false. Your company issued a tax refund In June 2021 because my taxes were never analyzed for 2021 by your company. When I received my bill in August of 2021 I agreed to pay my taxes for the year (the bill sent to me) due to your discrepancy. The point of paying escrow is to pay taxes for the given year. I wad told your company would reset my taxes for 2022 and collect escrow, so that I would not have to pay double the amount of escrow for a 2022. It is escrow responsibility to ensure I will have enough to pay taxes for the year. I have repeatedly had to bring issues to your attention. The escrow department appears to fail to make assessments when necessary it should not be up to the consumer to assess escrow otherwise what is the point of your department? This is my second mortgage and my previous lender never failed to ensure there was enough escrow in the account. My point is...I brought this to your attention in 2021 and now again in 2022. My mortgage should not fluctuate 200 dollars in a given year. I paid last year to avoid this and yet here we are 2022 and village capital continues to disappoint me as lender. If my taxes were raised per your claim,, why was I not assessed at that time to ensure I was able to make payments for tax year 2022? You lack the capacity to fully support your consumers and fail to do your actual job as an escrow department. Business Response /* (4000, 9, 2022/01/25) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand that this process has been frustrating. We have reached out to our Escrow department, and it looks like based on the information provided we have seen that your taxes were a little over 300. You received a tax bill and decided you were going to pay those taxes in August. We rolled the lines like you asked, so they would not get double paid. Normally when we receive tax bills and there is a big increase there is a task opened up by our tax vendor Lereta to do an analysis. In this case, because you requested a payoff in July 2021 there is a stop on the loan for 30 days, which prevented it from being analyzed due to a pending payoff. Our escrow department states that you did not contact them back informing them that you never went through with your payoff. It appears that you did contact escrow 5 months later stating we are not collecting enough on taxes. Escrow advised that we run a manual analysis to get things corrected properly, by which you agreed. I understand that you were upset again, due to the belief that we have analyzed your taxes incorrectly. unfortunately due to the payoff we were unable to analyze. Escrow is only required to analyze your loan every year in March your escrow is always subject to change at any time, which is stated in your closing documents. If you would like to have it analyzed more often or after a change you can request a manual analysis. Once again, we do apologize for any frustration you may have had during this process. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at inquiry@villagecapital.com. Consumer Response /* (4200, 11, 2022/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your mortgage company was aware that I paid my taxes for August 2021 which they were aware were raised by me. but never bothered to reassess once they were notified?? Your department lacks the basic competency to assess charges even when notified, and now im required to pay the shortage, but if you had done your job I would not being this situation. I have reached out to you department and requested they reach out to me in August 2022 to ensure my taxes are appropriately assessed for 2022-2023. I hope they do not fail at achieving this task. Your organization should be investigated because it does not appear to appropriately allocate funds for its consumers. If you can't pay my taxes or estimate correctly what is the point of your services? This is not a rhetorical question, I sincerely would like to know what your purpose is if it appears all the comments I've seen in BBB appears negative in nature...what are you doing to improve your staff and their capabilities? You apologize for any inconvenience? does not negate your inability to perform at a satisfactory level. Please ensure your escrow department reaches out to me in August... otherwise I don't wish to continue correspondence through this portal. That's what I need you to do...your job that's it. Business Response /* (4000, 15, 2022/02/08) */ Dear Jennifer Montanez, your complaint has been received and we have formulated an in depth response. Due to the private nature of the response including sensitive information, this response has been mailed to your address and attention. Once you receive the response if you have any questions concerning this response or require additional assistance, please contact our Customer Service Department at 1-800-919-8600, Monday through Friday, from 8:00 a.m. to 7:00 p.m. PST or e-mail us at inquiry@villagecapital.com. Thank you for this opportunity to serve you.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I use *********** Bill pay to pay my half of the mortgage which is $783.00 Under Bill S**** account number #********** Village Capital 2550 Paseo Verde Parkway,Suite 100 Henderson, NV 89074. My mortgage is late 16th of the month. I have my amount taken on the 3rd of the month of December it posted the 10th December and Wells Fargo said Village Capital did not process the check until the 23rd of December which makes it late and charged me a late fee of $62.58 and report me late to the credit bureaus. Village Capital appears to have problems receiving and processing checks on time. Please help me get answers for this issue. I've been using*********** Bill pay for the past year and this is the 1st time this has occurred. Veronica S****

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2022/01/12) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand that this process has been frustrating. We would like to inform you that Village Capital and Investments will never hold your check to cause late fees or penalties. We understand that your checks are being received late, due to the holidays and ongoing mailing delays, checks are being received later than anticipated. We would also like to inform you that your credit has not been negatively reported, and should remain that way as long as you pay your mortgage before the end of the month. We do recommend that if your payments are being received later than expected with the bill pay system, you can take advantage of one of our alternative payment methods. We have the ACH system (Automatic Clearing House), which is our automatic draft service, or you may pay your bill over the phone and on our new website. If you are interested in taking advantage of one of these systems, please reach out to our customer service team to get more information on how to set them up and how they operate. Once again, we do apologize for any inconveniences you may have had during this process. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at inquiry@villagecapital.com.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Our home was refinanced with Village Capitol. Starting in October 2021, our payments using online banking with *** no longer were being processed. For several months and three-way conference calls with *** and Village Capitol trying to resolve the issue of missing payments that were paid was not successful. Village Capitol blamed Covid and the mail for not receiving payments. Threats were made to report us to the credit bureau for being late regardless of the situation. We were forced to make payments to Village Capitol via their online system. I submitted my first payment for January 1/22 on 12-28-21. The payment posted to our *** account on 12/29. On 12/30/21 my payment was returned to my bank. I logged in to Village Capitols system. I took a picture of my dashboard showing payment received on 12/28/21 and no payment due until 02/01/22. On 1/5/22 I logged back in to Village Capitol to review my account and found a statement showing me to be four days late on my January payment. This is a chronic issue that needs to be investigated by the federal government. I am sure that I am not the only American that Village Capitol is falsely reporting to the credit bureau and requesting late fees for payments not received on time only due to their neglect and abuse of the system. I have photographic evidence and recorded calls with *** and Village Capitol. I have never been late on a mortgage payment until I refinanced with Village Capitol.

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2022/01/17) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand that your experience during the refinance process has not met your expectations. We would like to inform you that during a refinance process, You were informed that during a streamline process there is no credit score requirement, but they did need to run your credit for on time payment history verification. We apologize if this was not fully explained to you during the refinance , but this is a normal procedure when doing a streamline refinance. As for your payments, Village Capital and Investment LLC will never hold payments, or prevent payments from going through to charge late fees. We are happy to see that your late fee has been waived and removed from your account. Now that Bank of America has been given all the information, there should not be any more issues with your payments. Once again we apologize for any confusion. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at inquiry@villagecapital.com. Consumer Response /* (3000, 7, 2022/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) My returned payment and posting of no payment until February was not addressed. The photo evidence was not addressed supporting my claim and was clearly dismissed by a generic response. Clearly, I am a dissatisfied customer who would not recommend doing business with Village Capitol. Finally, it should be noted that all blame for late payments and correspondence is placed on the US mail service and Covid by Village Capitol. All correspondence and bill payments by me with other businesses are received on time. If I could I would totally go back to Suntrust Mortgage; no issues ever. Business Response /* (4000, 9, 2022/01/24) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand that this process has been frustrating. In regards to your payment not being received until February, we would like to inform you that due to bill pay being a mailing service, there are times when your payment can be received late due to unforeseen circumstances such as mailing delays. We do offer our ACH (Automatic Clearing House) as an alternative to automatically making your payments with us, you can choose any day between the 1st and 15th to have your payment drafted at no extra cost, and it will be processed the same day. You are free to continue using Bill Pay, but we cannot guarantee that it will be received on time due to any potential issues during the mailing process. In regards to any photo evidence that you may have sent in, at this time we have not received any correspondences garnishing evidence of a payment being received or processed from your bank. If you would like to send any related documentation you can send it to us at Inquiry@villagecapital.com. Please include your name, loan number, and reason for documentation, so that our documentation team can handle them appropriately. Once again, we do apologize for any inconveniences you may have experienced during this process, and hope to have brought some clarity on the situation. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at inquiry@villagecapital.com. Consumer Response /* (4200, 11, 2022/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This complaint process has been ongoing since December 2021 with VC between *** and myself. I was forced to use their online payment service because after one month Village Capitol had not received our payment from *** bill pay service. A month and a half later we received stop payment notice on our canceled bill payment from *** to Village Capitol. Frankly, it does not take that long for the US mail to deliver the mail. Maybe, the US mail service should be notified about the blame Village Capitol is placing on them. Notice, VC does not recognize previous correspondence when addressing a resolution. We used their online payment system and our payment was returned in less than 24 hours. Their system showed a payment received and no payment was due until February. The second week into January we received a late payment notice from VC stating payment had not been received. The payment not received was the payment that VC sent back to ***. All of this can be proved with photo evidence. Furthermore, it should be noted that when asked how often VC checked their PO box for payments received, they could not answer the question. This is documented in a recorded conversation between my wife, ***, and VC. Clearly, VC will not admit to any wrong or unnecessary late fees possibly charged to other consumers with VC based on them not logging payments received. VC would rather blame the US male for their negligence and handling payments from Americans. VCs negligence has forced us to use their online payment system for payments which should be noted that you are unable to print a receipt of payment with their system when a payment is made. The only proof of payment received is by taking a screen shot of the screen stating payment received. Continued blame of others by VC for their performance will be the basis for rejection of their responses. Business Response /* (4000, 13, 2022/01/28) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand that this process has been frustrating. Due to bill pay being a mailing service, there are times when your payment can be received late due to unforeseen circumstances such as mailing delays. We do offer our ACH (Automatic Clearing House) as an alternative to automatically making your payments with us, When making a payment on our website if it does not allow for you to print your confirmation you can always write down the confirmation number, which is more than sufficient enough evidence for a payment confirmation. You are free to continue using Bill Pay, but we cannot guarantee that it will be received on time due to any potential issues during the mailing process. While we understand that it's frustrating that going through bill pay causes you to be late, this is something we can not control. Our Texas processing center processes payments daily, so there should never be a reason for a check to be sitting at our Texas branch not being processed. Once again in regards to any photo evidence that you may have sent in, at this time we have not received any correspondence garnishing evidence of a payment being received or processed from your bank. If you would like to send any related documentation you can send it to us at Inquiry@villagecapital.com. Please include your name, loan number, and reason for documentation, so that our documentation team can handle them appropriately. Once again, we do apologize for any inconveniences you may have experienced during this process, and hope to have brought some clarity on the situation. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at inquiry@villagecapital.com. Consumer Response /* (4200, 15, 2022/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to say that this process is distressing with no real resolution. The photographic evidence that is said to not be available is attached to this complaint with the BBB and is accessible by selecting the original complaint and clicking on attachments. The BBB would not forward a complaint without making the evidence that I uploaded accessible to the business. VC has a two star rating with those complaints similar to my complaint. I made a payment on the online system for February only to see it gone the next day showing that I still needed to make a payment for February. Today (02/01) I logged in to see my payment posted with payment due on 03/01. So I took another snipping of my dashboard for evidence. Every business that I have made payments to have offered a receipt or the option to print a receipt. To tell the customer to write down the confirmation # and say it's good enough is unprofessional. What does the law say about providing a customer with a receipt I wonder? I will continue to gather evidence but I will no longer continue this dialogue that provides no resolution but only shifts the blame toward the customer. I will however find a way to pay off this loan. I pray that this complaint gets out to customers and potential customers to say "buyer beware....stay away". Thank you. I hope one day that the stress you have caused my family will soon go away. Business Response /* (4000, 17, 2022/02/08) */ Dear Michael C***, your complaint has been received and we have formulated an in depth response. Due to the private nature of the response including sensitive information, this response has been mailed to your address and attention. Once you receive the response if you have any questions concerning this response or require additional assistance, please contact our Customer Service Department at 1-800-919-8600, Monday through Friday, from 8:00 a.m. to 7:00 p.m. PST or e-mail us at inquiry@villagecapital.com. Thank you for this opportunity to serve you. Consumer Response /* (4200, 19, 2022/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your in-depth response was received via ***** on 02/14/2022. Dear Mr. E., your response is inaccurate and made to look as though I am in the wrong with VC being in the right with no fault or blame. Payments were sent to VC from Bank of America dated 11/09 for 760.55, 11/22 (reissued check by ***) for 760.55, 11/30 for 780.00, and 12/8 for 17.68. All had stop payments placed as a result of conversations with ***,VC, and myself were VC stated they had not received the payments and would be assessing late fees if payments were not received. VC went on to blame all payments not received as an issue with the US Mail Service and Covid. Mr. E., you failed to disclose these facts in your correspondence. As a result of the "US Mail Service" being placed for all blame I was forced to make payments to VC via their online web system that does not allow a customer to print receipts. Payment made to VC via their online system was returned to my bank (***) and I later received a notice of late payment when payment was made to VC early with confirmation number. A screen shot proves this statement truthful as well as bank records. As a result I had to make another payment via VCs system that was finally posted. This same issue happened yet again with a screen shot to prove this as a truthful statement. When VC was confronted with the confirmation number via their message board my payment miraculously reappeared showing the correct date payment was placed and when next payment was due. Your letter clearly states that late fees and negative reporting will be done under FCRA guidelines. However, every effort has been made to make all payments on-time including three-way conference calls with VC, ***, and myself. Yet VC can only blame the customer and threaten late fees and negative reporting per your letter no matter the evidence that I possess that clearly 100% verifies the facts as truthful. Twisting the evidence to support VC and to state the customer is wrong is anything but unethical and dishonest. The service is anything but, how did you say, "the excellent level of service you deserve". Thank you for the letter and recommendation to contact the service department. However, I prefer to continue to exercise my first amendment rights as I only state the facts and the truth. Thank you again Mr. E Business Response /* (4000, 21, 2022/02/21) */ Dear Michael C***, We are in receipt of your correspondence addressed to the Better Business Bureau (BBB) dated February 15th, 2022. You stated that Village Capital & Investment LLC was twisting evidence in favor of our company, in an attempt to harm you through late fees and negative credit reporting. Village Capital & Investment LLC takes credit reporting issues seriously as to remain in compliance with all FCRA guidelines, requiring us to report to the three credit bureaus 100% accurately and promptly correct any reports made in error. This same rule applies to our late charges, we would never attempt to humiliate nor cause any harm to our borrowers out of spite. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following: Our late charge policy states that your mortgage payment is due on the first of the month, however, we do have a 15 day grace period allowing you to make your payment up to the 16th of each month without incurring a late charge. In regards to the payments set up through your bank, Bank of America, we cannot guarantee the time to receive the payment as it is through a third-party. While your payment may be sent out on any given date, as previously stated, it can take longer to be received due to the ongoing mailing delays. As far as receipts from our online portal, you are able to print the webpage by right-clicking the page and selecting "print", you may also select "save as pdf" if you want to maintain a digital copy to print later. Once again, we apologize for any confusion or inconveniences you may have experienced throughout this process, if you have further questions, please reach out to the email below and an agent can work with you directly. 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 1-800-919-8600, Monday through Friday, from 8:00 a.m. to 7:00 p.m. PST or e-mail us at inquiry@villagecapital.com.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In November, 21 I received solicit mail about refinance and loan modification to lower my current mortgage amount. I inquired and they sent the paperwork for loan modification, told me not to make any payments to my Mortgage Company. "Use that money for the holidays" is what was stated. They spoke to me about the payoff, and then nothing else. Time goes by and I call them on several occasions, and no return phone call. I call my Mortgage company, and they stated that Village called for a payoff, and never paid it. PLEASE DON'T DO BUSINESS WITH THIS COMPANY! They probably want you to lose your home so they can buy it in foreclosure. Thank God I looked into it before it was too late.

  Business response

  02/11/2022

  Business Response /* (1000, 5, 2022/01/10) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand that the refinance process was a frustrating process for you. After investigating the situation, it was determined that you had previously completed a loan modification making you ineligible for the refinance program the loan officer quoted. Had this information been obtained up front the qualification requirements would have been relayed correctly. We apologize for the miscommunication. Should you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at inquiry@villagecapital.com.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Company has repeatedly charged us late fees, continuously saying our mortgage payments are late. We have automatic payments setup through our bank along with proof that all payments were received on time but company has been waiting 10-13 days every month to cash it so they can keep charging the late fees. We have called numerous times to get the issue resolved with customer service telling us nothing can be done than rudely hang up on us. One rep told us to call their lawyers than hung up never giving us the number. I have enclosed proof for just the last month but have proof for every late fee charged this year.

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/01/04) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand that this process has been frustrating. We would like to inform you that Village Capital and Investments will never hold your check to cause late fees or penalties. We understand that your checks are being received late, due to the holidays and ongoing mailing delays, checks are being received later than anticipated. We do recommend that if your payments are being received later than expected with the bill pay system, you can take advantage of one of our alternative payment methods. We have the ACH system (Automatic Clearing House), which is our automatic draft service, or you may pay your bill over the phone and on our new website. If you are interested in taking advantage of one of these systems, please reach out to our customer service team to get more information on how to set them up and how they operate. Once again, we do apologize for any inconveniences you may have had during this process. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at inquiry@villagecapital.com. Consumer Response /* (3000, 7, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company continues to blame the post office, covid or staffing shortages when none of these apply, we have proof. Bank of America sent them proof 2wks ago of the certified mail receipts showing the payments were received by the company at the dallas location 10days prior to the payment being processed. The issue is solely the fault of village capital & the company is still refusing to refund the late charges given for both November & December. Even after seeing said proof company is still refusing to take responsibility for their actions & trying to continue to claim others are responsible even after seeing said proof given by bank. Not only did their dallas location wait 10days to process our payment, they than applied my additional payment which was supposed to be applied towards the principal but without authorization applied it to wrongfully charged late payments. So company is now trying to tell me they would refund it but they can't figure out how cause the late fees were already processed. Plus the customer service number they gave in above message for contact is the same number that the reps keep hanging up on us, which in no way helps anyone. Business Response /* (4000, 9, 2022/01/19) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. Recently, a representative reached out to you to go over your concerns with the late charges being charged on your account. We reached out to our cashiering department and we had the late charge assessed on 12/16/2021 disbursed back into your principal account. We understand the money used from the late charges was originally intended to be used as an extra payment towards your principal. On top of the refund to your principal, we have also removed the most recent late charge that was assessed on 01/17/2022. We have recently tried to get back in contact with you to go over these changes, but our attempts have been unsuccessful. Once again, we do apologize for any frustration you may have had during this process. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at inquiry@villagecapital.com. Consumer Response /* (4200, 11, 2022/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am really getting tired of this company full out lying now, even after they have been shown numerous times that I have been keeping a constant paper trail of all communications & all proof of their illegal practices. I now have copies of all communication including every payment that's been made for the last 1.5yrs with mail receipts & emails showing all discussions I have had to have with them thus far. We were told in the last email that I would only be refunded for December's late charge not November's & were never advised till reading this last response of yet another wrongful late charge given now in January. So I once again had to check with bank & mail receipts show that yet again January's payment was in fact received on time at dallas location (cause we hadn't been told till after that payment was sent to now send payments directly to corporate office cause dallas location is incompetent). In fact payment was sent 5days earlier than past payments made (mail receipt showed it was received on the 4th of January) to prove that the dallas location is intentionally holding on to payments, so that late charges can be added to accounts. So in the last email, after being told we wouldn't be refunded for November's late charge, I than asked to speak to a supervisor like I have asked many times over the last 6wks & still no response from supervisor. Now the original person who I have been speaking to by email who refuses to give us his name or let us speak to a supervisor is no longer answering our calls or emails. So basically I haven't been able to speak to anyone over the last week cause it seems like they are now dodging my calls. Consumer Response /* (3000, 15, 2022/01/27) */ ***Document Attached*** Proof that also January's payment was made on time & given even 5 days earlier than rest but still processed on the 19th of January. This is proof that dallas location is holding to process actual payments, cause no matter what day they actually receive payment, it's still held for processing till the 19th of every month. Too much of a coincidence that November, December and January's payments were received on different dates but still processed all on the 19th Business Response /* (4000, 17, 2022/02/03) */ "Dear Mr. J*******, your complaint has been received and we have formulated an in depth response. Due to the private nature of the response including sensitive information, this response has been mailed to your address and attention. Once you receive the response if you have any questions concerning this response or require additional assistance, please contact our Customer Service Department at 1-800-919-8600, Monday through Friday, from 8:00 a.m. to 7:00 p.m. PST or e-mail us at inquiry@villagecapital.com. Thank you for this opportunity to serve you." Consumer Response /* (4200, 19, 2022/02/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did receive said letter from village capital & their was nothing included in the letter that was considered confidential, they just didn't what it public record that I ended up having to report them to the Florida attorney general because its now going on 8wks with absolutely no resolution. Of course the letter also stated more numerous lies,they tried to tell me that my bank is not with Bank of America but in fact with ***** Fargo which is 100% untrue (How would I not know my own bank that I have been using for the last 16yrs). You can verify this for yourself cause I already attached proof of my Bank statements from Bank of America & every mail receipt proving dates received to my complaint on the BBB site for your own review. This proves even more of their own incompetence, that they are not even looking at the correct account apparently. Plus in this letter they lied stating they spoke to our banks representative to get received dates but village in this letter states we bank with ***********, so if they had in fact spoken to this bank to get banking info, *********** would have informed them immediately that we are not customers, so they obviously never called the bank. But I am happy that I now have even more written proof of their complete incompetence with this ridiculous letter stating the wrong bank, wrong check numbers & another banks bill pay process. Yes, it is correct that the bank withdrawls on said date but because this mortgage company keeps screwing me, my bank has been using mail receipts to prove date received. Now yes our bank, Bank of America did contact them 8wks ago when this matter began explaining to them they have mail receipts & than faxed them to one of village's customer reps. My bank than called me back stating they did call village & it should be taken care of now cause village was in the wrong & now has the proof in hand (But of course even after receiving proof, village never did fix the fees issue) Our bank rep than informed me that the village rep he spoke to was also extremely rude to him as well & if he was to have ever behaved that way he would have been fired immediately. They now can no longer keep their story straight or even look at the right account. They stated in the letter that they now have refunded the late fees (After 8wks & having to report them to the attorney general) but how do I know it's to the right account cause the banking info they gave in their letter was all incorrect & they also never sent anything verifying that all 3 fees were reversed. Plus they keep trying to get me to use their online payment program through their website but if you look at past complaints on the BBB site, they constantly misuse people's banking info for additional payments than not return them (maybe this is why they are continuously delaying people's payments, so they can increase their websites online payments so they can be misused). Plus why would I trust this company with my direct banking info when they have put me through hell the last 8wks, refuses to let me speak to a supervisor to fix issue & can't even locate my correct banking info when they have been my mortgage company for 1.5yrs. I have uploaded all info for the BBB's review, proving this company to be doing something illegal. Business Response /* (4000, 24, 2022/02/23) */ Dear Gary J******* Jr: We are in receipt of your correspondence addressed to the office of Better Business Bureau (BBB) dated February 7, 2022. You stated that Village Capital & Investment LLC has purposely withheld funds you have sent to us with the intention to assess late charges on your account. Village Capital & Investment LLC disputes all claims of unethical and unfair practices stated in the contents of the above referenced complaint. Village Capital & Investment LLC does not provide any legal advice of any kind, nor do any representatives have the ability to provide legal advice per company policy. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following: Our records indicate that we have received the three disputed payments via Bill Pay from ***** **********, NA, not Bank of America as previously stated. This fact is based on images of these payments that show these funds are drawn and mailed from ***** **********, NA. We cannot provide a solution to the Bank of America portion of this complaint because we have no indication of payments being mailed by them. Village Capital & Investment LLC has provided you with all the information we have in regards to this information. We have stated all of this based on our own research and facts. In reference to our website, Village Capital & Investment LLC only strives to provide consistent care and effort to our borrowers. We would never find an unethical way to provide you more assistance and comfort when suggesting our website as a solution to providing additional support. We allow our borrowers the comfort of many different routes to making their monthly payment. Village Capital & Investment LLC disputes your claim that we "misuse payments". We are held accountable by policies and regulations put in place to protect our consumers. In regards to the disputed late charges assessed, these were waived as a one time courtesy, and the funds reversed were reapplied to your principal balance on the loan, referenced above. If you would like to discuss a more efficient way to make your monthly payment, we would recommend setting up ACH payments by form or our online servicing platform at www.villagecapital.com. This can ensure that your payments will process in a much faster and efficient manner and would allow you the luxury of making your monthly payments worry-free. In regards to your claim of mistreatment by our representatives, we can assure you that Customer Service is of the utmost importance to us, and we regret that you did not receive the excellent level of service you deserve. 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 1-800-919-8600, Monday through Friday, from 8:00 a.m. to 7:00 p.m. PST or e-mail us at inquiry@villagecapital.com. Sincerely, Elias A***** Special Servicing Manager Special Servicing Department

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A request for the pay off on my current mortgage was made on 12/28/21 by the title company-a Village Capital representative reached out and said he'd send the payoff right away to the mortgage company. On 12/29/21 the title company still hadn't received the payoff statement. This is the only thing holding up closing on the sale of my home is the need for this statement. I called and emailed all day on 12/29/21 with no response. I called just now to Village Capital and was told they will send it by 1/7/22. This is absolutely unacceptable.

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2022/01/05) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand that this process has been frustrating. After reaching out to our payoff department, we have established that your payoff was sent to your title company (********* Real Estate) on 12/30/21, and it was sent to ****************************. We also sent the payoff to you directly to the email on file **********************. We apologize for any confusion this has caused you. If you still have not received your payoff you can request another one at payoffreq@villagecapital.com. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at inquiry@villagecapital.com.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Payment Processing Complaint: Village Capital I would like to file a formal complaint against Village Capital regarding mortgage payments not being processed in a timely manner. I have been a customer of Village Capital for the past 5 months, as I refinanced my mortgage with your company. I have made three payments via *********** bill pay on the 2nd of each month and my payments have been late every month. I have been paying bills through *********** nearly 25 years and my payments have never been late. *********** has confirmed that they process the bill pay request on the 2nd of each month. I have been charged a late fee for the past two months, with only on fee being waived. I called Village Capital several times this month to ensure my payment had been received and I was told as of the 15th of December, it had not. I spoke with Jorge ID# ***, a collections manager, who was rude and unprofessional on December 16th. He said the issue is not with Village Capital but with *********** bill pay. I offered to make a payment over the phone to avoid another late fee, but he refused to take my payment using my checking account debit card. He said the payment could only be made via my checking account routing information. I told him I would call back later that day to make the payment. I called back around 5:30 P.M. to make the payment and was on hold for over 30 minutes and chose the call back option to hold my place in line. I did not receive a call back. I called again at 6:35 and was on hold well after 7:00 when the office had closed. This is unacceptable. I believe your company is not processing payments in a timely manner to charge customers late fees. I called Village Capital this morning and found out my payment just posted on December 21, 2021, nineteen days after *********** processed the bill pay. I have currently signed up for direct payment through Village Capital to avoid any additional late fees. I am requesting the late fees be rescinded. #0005708934

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2022/01/12) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand that this process has been frustrating. We would like to inform you that Village Capital and Investments will never hold your check to cause late fees or penalties. We understand that your checks are being received late, due to the holidays and ongoing mailing delays, checks are being received later than anticipated. We do recommend that if your payments are being received later than expected with the bill pay system, you can take advantage of one of our alternative payment methods. We are happy to hear that you are currently using our ACH system (Automatic Clearing House), which is our automatic draft service. It is our best option to prevent any further late payments due to the fact that they are automatic withdrawal. As for our Collections manager we apologize for the way you were spoken to and will work with our management team on how to properly assist our borrowers. We have waived your late fee for December as a one time courtesy, due to the holidays and mailing delays. Once again, we do apologize for any inconveniences you may have had during this process. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at inquiry@villagecapital.com.

• Initial Complaint

  12/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Village Capital & Investment services my loan and I am at the end stage of selling my property with a closing date of December 21 to borrowers closing out of state. The only outstanding issue is getting the payoff from Village Capital. This was requested by the title company on Dec. 14th. I was told on the 16th that the title company had received the payoff from the second mortgage but nothing from Village Capital. So I gave it another day and on the 17th I called to try to expedite the process. I was met with rudeness and a response of, "you will get it the 23rd because we have a strict 7 BUSINESS day policy for payoff requests." Clearly the 7 days would be beyond my closing date and I explained the situation in full to her to no avail. I asked if I could speak to a manger and I was transferred to an employee who did not speak like a manager and had no resolutions to offer other than that's our policy and the title company should have known that. I asked if I could talk to her manager and she told me there was no one else in the company that could help me. I asked if I could talk to the manager of the payoff department and was told they don't take phone calls. Her advice was for me to email the payoff department and tell them my situation and if they can get to it sooner they might. So being desperate, I emailed the payoff department on the 17th and received no response as of yet. I've bought and sold nearly 10 homes in my life, and was a loan officer for 5 years, and I have never had such a hard time simply getting a payoff from a mortgage company. It's absurd to think that this company could cause a logistical nightmare for this closing over a payoff statement. You want to resolve this complaint, send me the payoff. The seven business days is in compliance with the 1026.36 (C) (3) but it states, "The statement shall be sent within a reasonable time, but in no case more than seven business days..." Seven business days isn't a requirement.

  Business response

  01/06/2022

  Business Response /* (1000, 8, 2022/01/05) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand your frustration with the 7 business day turnaround time for receiving the payoff. We have spoken with the payoffs department and they will be sending out your payoff today December 22nd, 2021 to the email it was requested from. According to the notes on your file, it was requested from the title company you are working with so they should expect to receive this payoff today. Once again, we apologize for the negative experience you had with our customer service department as well as our payoff turnaround times. Expect your title company to receive this payoff later today. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at inquiry@villagecapital.com. Consumer Response /* (2000, 10, 2022/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  12/07/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 11/16/2021 I received a past due notice from Village Capital regarding my November 2021 mortgage. My mortgage is due on the 1st of each month; with a grace period until the 16th. My monthly mortgage is automatically deducted and paid through my bank. I logged into my bank and a check was mailed to Village Captial on 11-03 and processed (cleared by bank) on 11-10. I don't know what happened between the 10th and 16th; however, the error in processing is strictly Village's fault. I tried contacting Village several times over the phone; I stayed on hold several times waiting to speak with a representative. I eventually hung up because the wait was too long. I also selected the option, several times to have a representative return my call. I never received a call back. I also email Village at the email address provided and never received a response. The notice that I received stated that they were going to report the late payment to the credit bureau. I have checked my loan online and it appears that they have finally processed the payment; however, they have included an unpaid late charge of $23.73 to my account. They need to remove the late charge and if they've reported the payment to any of the credit bureaus; they need to correct it.

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2021/12/10) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand you are concerned about your November payment. You are correct as your payment is due on the 1st of every month and you have until the 16th to make this payment without incurring any late charges. According to our records, we did not receive your payment until November 17th, 2021 which resulted in a late charge on your account. Using your bank's Bill Pay system is not an issue, but what we have noticed is that due to your bank writing a physical check and mailing it, it can take longer than anticipated to be received and processed. We recommend setting up an ACH account with us as you can choose any day between the 1st and 15th for the payment to be drafted. The payment will be pulled and processed by the end of the day of your choice, you may also add additional funds for principal or escrow as well. In regards to your credit, no negative reports have been sent out, we will only report an account if it is 30 days delinquent or more. We apologize that you have been unable to get in touch with one of our customer service representatives successfully, as for the email address provided to you, we are not seeing any emails that have come to us from your email on file. Once again, we apologize for any confusion or inconveniences you may have experienced, as well as the lack of communication between you and our customer service representatives, and we do recommend setting up an ACH account to avoid any delays in receiving your payment in the future. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at inquiry@villagecapital.com. Thank you, Consumer Response /* (3000, 7, 2021/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been making payment through my bank for many years and there has never been an issue. Most importantly, the check was mailed to Village Capital on 11-03 and it was processed on 11-10. How could it have been processed on the 10th, if Village did not receive it until the 17th? Consumer Response /* (4200, 11, 2021/12/17) */ Village Capital has once again failed to process my December payment in a timely manner. The check was mailed from my banl on Dec 3 and processed on Dec 10; however, my account shows that December payment is still due. Village Capital needs to process my payment and remove all late fees. Business Response /* (4000, 13, 2021/12/22) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand you are frustrated with the time it is taking to process the payments being sent out to us via bill pay. Please note, we are actively investigating this issue and are trying to pinpoint the causation of this problem. We have attempted to reach out to you today unsuccessfully, we will try again tomorrow (12/21/2021) to go over some questions that we have about your bank. We are wanting to ensure we have all the information to find the direct causation of this issue with your payments. Once again, we apologize for the inconvenience this has caused you, and look forward to speaking with you soon. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at inquiry@villagecapital.com. Thank you, Consumer Response /* (3000, 16, 2022/01/03) */ This is my second complaint against this company. My first complaint was not resolved and results in me filing this second complaint. The last two months Village Capital has sent me a post due notice for my mortgage bills; however, my mortgage was not and has not ever been late. My payment is due on the 1st of every month; with a grace period until the 16th. The 1st notice that I received was dated 11/16/2021 stating that my November mortgage payment had not been received. I used online banking to pay this particular bill. I have evidence that shows the check was mailed on 11/03/2021 and PROCESSED by Village Capital on 11/10/2021. The 2nd notice that I received was dated 12/16/2021 stating that my December mortgage payment had not been received. I used online banking to pay this particular bill. I have evidence that shows the check was mailed on 12/03/2021 and PROCESSED by Village Capital on 12/10/2021. When I received the 1st past due notice, I tried multiple times, multiple ways to contact Village Capital. I called and was left on hold for greater than 10 minutes each time. I requested a call back several times and was never called back. I tried to send an email using their website as well as emailing directly from my email account; however, never received a response. I have been using online banking to pay this bill for YEARS and nothing has changed. Village Capital needs to investigate why my payments are being received timely; however, not being recorded in their system. They also need to remove the $51.30 in late charges that they have applied to my account. Business Response /* (4000, 18, 2022/01/12) */ Thank you for contacting Village Capital & Investment LLC in regards to your complaint. We apologize for any inconvenience this may have caused and look forward to creating a resolution between you and our company. We understand that this process has been frustrating. We would like to inform you that Village Capital and Investments will never hold your check to cause late fees or penalties. We understand that your checks are being received late, due to the holidays and ongoing mailing delays, checks are being received later than anticipated. We do recommend that if your payments are being received later than expected with the bill pay system, you can take advantage of one of our alternative payment methods. We have the ACH system (Automatic Clearing House), which is our automatic draft service, or you may pay your bill over the phone and on our new website. If you are interested in taking advantage of one of these systems, please reach out to our customer service team to get more information on how to set them up and how they operate. We have also gone ahead and removed the late fees associated with your loan due to the fact that you did attempt to get in contact with a representative for assistance. As for the long hold times we have been receiving an influx of calls due to the holidays, but we do apologize if your attempts were not received appropriately. Once again, we do apologize for any inconveniences you may have had during this process. In the meantime, if you have any further questions or concerns, please do not hesitate to contact our Customer Service line at 1 (800) 919-0068 or email us at inquiry@villagecapital.com. Consumer Response /* (2000, 20, 2022/01/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have already paid the "late" fees and hopefully I will not be dealing with this company much longer.

*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. ↩