Complaints

• Initial Complaint

  06/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cant seem to find out where my escrow payments are going. My insurance is included in my mortgage payment. Now they are showing a ******* for my escrow balance. Now they want ton increase my monthly payment. I have never given them permission to cover two insurance companies if thats the case.

  Business response

  06/28/2024

  Attached is the response letter we mailed to ************.  The letter includes three attachments that represent the disbursements from the escrow account.  There were three unscheduled bills received from the borrower's insurance company that we paid from the escrow account.  The total was $1,437.76 which brought the escrow account short.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My lender paid for two different insurance policies which put my escrow account in the negative. I only just now found out because they are raising my mortgage to make up for it. There was no prior communication about this when it originally took place. There was an overpayment of $2,597.60. I have been attempting to resolve this for two weeks now. I keep getting the runaround and can't seem to get the issue resolved. I've waited on the phone for hours, continue to email people, and I get no response from anyone.I need a copy of the front and back of the check that was sent out to the insurance company as my insurance broker doesn't even see the payment. I also want a full audit of my account starting when I opened it. I want a full report showing any issues including this one. I refuse to wait another year for them to reevaluate my escrow. It needs to be done now and get my payments back to where they should be. My mortgage is now going be considered late starting tomorrow because of this mishandling of my money.

  Business response

  05/29/2024

  The customers account has been reanalyzed and the 5/1/24 payment was $1,197.92 (down from $1,392.98 per the prior analysis). He is received a $302.30 surplus check which was mailed 5/15/2024.

  Our insurance tracking agent sent a check in October 2023 to the customer's previous insurance company. The customer obtained new insurance in November 2023 and canceled the previous policy. An insurance change letter was mailed in November 2023 to the customer. The escrow analysis was completed showing a shortage and deficiency. This alerted the customer to call and voice his concern about the payment increase. The previous insurance company received the check on 11/21/23. As far as CountryPlace knew the insurance company cashed the check and sent the refund to customer, which is normally what happens. That situation is exactly why an insurance change letter was sent to customer in November. 

  The previous insurance company did not cash the check, they shredded it and did not notify CountryPlace.  This aligns with the borrower stating they did not receive the refund.  We were able to move forward and reanalyze the escrow account and address the customer's concerns.

  Customer response

  05/29/2024

  I have reviewed the business response and accept this resolution. However, I should not have had to jump through the hoops I did to get it resolved. This was a very stressful and unnecessary process that the average consumer may not have figured out. I'm fortunate enough to be a real estate agent that understands how escrow works. I also know how to go through the proper channels to file a formal complaint with the government. Had I not had this knowledge, I would still be on hold...

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I inherited the property from my father in 2021. We fell behind on the mortgage payments in 2023. In November (and prior), I spoke to several representatives in the collections department. At the end of November 2023, I was told by several representatives that the amount we owed to clear the default was $10,680. We sent them by wire, $12080.39 which I was told would include the December payment and we would be current. In January, we received a statement saying we were late with the December payment and that our NEW payment was over $2400 a month. An increase of over $1000 a month. I called several times and was told that the bill went out before our payment posted and that we should be current. I called again when another notice was received and two reps that I had talked to previously told me they had to send it to accounting for review or that it needed to be looked into by a manager and that they would call me back. One excuse was they were working from home and he couldnt get the information needed because the office was being moved. Im still waiting for those call backs. *** even tried to call advocate with no return of messages left. If I paid everything they asked for to the ***** and then some, why did my payment increase? I cannot afford an extra $1000 a month living on social security. Please help us get this resolved.Thank you.*****************************

  Business response

  03/19/2024

  CountryPlace has attached the letter mailed to the borrower.  The Servicing Manager spoke to the complainant on March 7, 2024. In the response letter is a list of options to assist with increased payment. 

  Customer response

  03/25/2024

  I have reviewed the business response and accept this resolution.  This property is not up for sale and we have no intention to sell it. We would like to work with Country Place in reducing the payment temporarily for the next 24 months or possibly a loan modification. I will also be contacting the tax office to advise of my age (69 yrs) and that I reside in the home. 
  

  Respectfuly,

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

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a chattel style mortgage through Country Place. On December 20th of **************** paid property taxes, through my escrow fund, on 72 acres I do not own. The check they cut was for over $2600. I called twice and was told through two separate customer service representatives that they saw the mistake. One also told me that there is no number for the escrow department and they even have to email them for a response. Im sitting at week 2 of not hearing back on what Country Place is going to do to make this right. I have contacted the county the tax was paid to and even the property owner of that acreage. The property owner has offered to work with Country Place to make things right however Im still waiting on Country Place to call me back. I was notified that Country Places policy is to wait for the county tax office to issue a refund to them and once that refund has shown up a new check is cut for the customer. This is a very poor way to take care of their customers when they are the ones that messed up. The customer service representatives Ive talked with were very accommodating and very professional. Im reporting them so that other potential customers are aware of their business practices and policies.

  Business response

  02/09/2024

  Attached is a resolution letter for the customer that the ******************** can provide to *****************  This matter has been resolved. The resolution letter provides a summary of what happened and how it was resolved.

  Customer response

  02/09/2024

  I feel like the issue is resolved. 

• Initial Complaint

  03/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2014 I had an account for a manufactured home. I was trying to sell it and I reached out to country place and the park office. They stated that they would take the property back if we did not have any significant damage to it. They did a walk through and approved jt and then resold it. They said it would not affect my credit and they would just resell the property since it was not a loss to them. The account is still on my credit after 7 years. I'm asking it be removed

  Business response

  03/30/2023

  Attached is the response letter from CountryPlace Mortgage and the credit report update submission that you can provide to the complainant.  At the time this home was surrendered, there was a balance due on the loan. The past due amount was eventually charged off and reported to the credit bureaus as a collection account on the complainant's credit report.  Due to this complaint, CountryPlace submitted the attached AUD Correction form to update the credit report to reflect the loan settled and paid in full as a voluntary surrender.  As of the date of this letter, the credit report should reflect accurately showing this loan paid in full in January 2019.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So today I have received a credit alert and country place mortage has somehow added 29 thousand and change to my loan amount how do I go from. Owing 125k to 155k that's more then I originally borrowed for my home in the first place something had to be done about this

  Business response

  01/09/2023

  Business Response /* (1000, 6, 2022/10/28) */ Mr.*******, represented by an attorney, signed a loan modification agreement on May 5, 2022, which added an arrearage to the end of the loan as an interest-free balloon payment. This was done as an accommodation to Mr.******* at the request of their attorney. Attached is a letter you can provide the borrower and executed loan modification agreement.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I'm currently selling my house and land in two different parts due to sizing which is held by Country Place Mortgage. I'm under contract with 14.81 acres and posting the other 15 acres with the house as well. However, the bank will not release a lien for the area that I'm under contract with. The individual who I spoke to today stated that unless I pay the entire mortgage off in full that they won't release it. EVEN though I'm still making full payments, and the entirety of the sale is coming to the mortgage itself. I have a contract and survey of the area under contract and I'm about to lose the buyers because of this lien. Selling a 5 bedroom house and 29.69 acres is hard enough thus breaking it up is the best option. I requested to speak to someone else but they said, "its the first of the month and they have meetings." Last time, I never got to speak to them and it was always pulling teeth to get anything handled. This entire mortgage company is a freaking joke and I just need to sell the area but they are making it impossible. I am requesting that a lien be released for the area of land being sold. The entire land was purchased for 106k and I'm selling HALF of it for 90k covering it. The rest of the loan will be covered when the house and additional 14.xx acres are listed and sold but that can't be done without this happening.

  Business response

  11/22/2022

  Business Response /* (1000, 5, 2022/10/06) */ Contact Name and Title: ****** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@countryplacemortgage.com This type of request does not come up very often and the Customer Service representative answered the question incorrectly. On behalf of CountryPlace, I apologize for the misinformation. The individual involved has been counseled and we have updated procedural documents to ensure that this does not happen again. This complaint has been assigned to a Customer Advocate whom has been in direct contact with the borrower about this topic to get it resolved. On October 4, 2022, a CountryPlace representative contacted the borrower to discuss this complaint and the partial release of security. There is a possibility to get part of the land released, but it will under VA's requirements published in VA Handbook M26-4, 3.04. CountryPlace must obtain a VA appraisal on the Security, the portion to be released, and the value of the remaining security, prior to making a decision regarding a partial release request. We are working with the VA Houston Regional Loan Center (RLC) to obtain approval and satisfy these requirements. Consumer Response /* (2000, 7, 2022/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) ****** ***** has been completely wonderful. I appreciate all the assistance with this matter in order to sell the partial land. I appreciate the thoroughness of the calls and assistance with getting the necessary documents and answers required to assist me.

• Initial Complaint

  08/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Countryplace Mortgage/ Cavco Industries lies and omits and will try to ruin your life. Save yourself and run away from doing business with them. I bought a home October 30, 2020. I complained a year later in September 2021 The only way I could get country place to provide me with my loan was to complain to the CFPB, and I was shocked none of it matched what the title company had. I complained to the DSML and they said that Countryplace clearly violated the Texas Finance Code. Even though they did wrong they are still trying to foreclose on my home after "voluntarily" stoping it because I spoke up and submitted complaints because of their wrongful actions. I won't pay a mortgage that is clearly wronged, they wouldn't fixed it with me when I tried with them first and then they try to harm me and bully me despite my pleadings of the extensive damages they are causes to my family's health safety and well-being by lack of action to fix the issues. Even the door notes they leave to call them don't actually call anyone and no one from the mortgage company will give you your loan information that they are suppose to! It is extremely scary and if anyone reads this don't give up and utilize the CFPB and the DSML to get the answers you deserve. Please speak up and if you have a mortgage loan with countryplace mortgage make sure they didn't pull any tricks on you because we all know ur mortgage is a huge lifelong commitment. It should be okay to make sure that you are not spending your life time paying off a mortgage that is meant to harm you. It is so hard to get anything done with them I hope this helps there's not enough resources on the internet to help with these matters or that help you get to the truth. Also call Cavco directly they own Countryplace mortgage. ****** Ball was pretty helpful at getting some answers but be careful about trusting they are acting on your best interest. Has anyone else gotten weird door notes from Countryplace?

  Business response

  01/18/2023

  Business Response /* (1000, 16, 2022/10/28) */ As stated in the previous complaints filed against CountryPlace, the lender has complied with the applicable FHA Title II loan requirements. We have provided supporting documents in response to previous complaints submitted by this borrower. CountryPlace has answered questions associated with the loan and the loan process. The foreclosure sale has been postponed and direct communication with the borrowers ceased since legal counsel now represents the borrowers. Our business has been in contact with the borrower's attorney. The matter is currently filed in court and will be resolved through those channels.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a mortgage with ************ Mortgage and have since 2003. Because my insurance company (that I've used since that time) for some reason didn't file the 'Renewal Declaration' (good from June 10th 2022 through June 10th 2023) with them and they didn't contact me until the first of July that they didn't have the paperwork they are trying to charge me an additional $36.24 for 6 months which comes out to $218.04 for insurance I had already made the first payment for in the amount of $258.00 which cleared my band on June 1st 2022. When they called and left a message I called my insurance and got the 'Renewal Declaration' and sent them a copy as did my agent on the 5th of July. I don't understand why when the monthly average is $79.00 for my policy, that I have to pay $218.04 for 25 days. I've talked to them a few times now and they are not at all helpful or understanding. One thing that really gets my goat is that I can't have an on-line account with them and from what I was told on the phone is that because of my 'Loan Number' accounts **** mine can't be managed on-line. Makes no sense to me. If I had an on-line account and would get notices about things it would be a lot easier to deal with them. Instead, you get a call almost a month later stating they need something and want to charge you money for something you've already purchased. They did say then mailed me a notice, but I never got it. Would be so much easier to deal with this with an on-line accout where I didn't have to rely on the mail. They should be more Customer Service oriented and also think they should contact the insurance agency about the declaration also. To me if feels **** a money grab. I am retired and on a fixed income and don't have over $200 to give someone for something that is already paid for.

  Business response

  10/03/2022

  Business Response /* (1000, 8, 2022/08/17) */ Please share the attached copy of the letter sent to the customer and copies of the letters requesting proof of insurance.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On April 6, 2022, my property held by Country Place Mortgage was sold and closed. Closing was at Empire Title in Gilbert, AZ. My property was in the Hacienda de Valencia 55+ community in Mesa, AZ.Country Place Mortgage as of August 1, 2022, not released the 2 titles to my double wide on this closing. The title company and new buyers have tried numerous times to contact Country Place for these titles. I was notified by Empire that they could not get any response as it was my account and they would only talk to me. This is after 3 months had gone by. I am told that AZ state law says titles must be released within 30 days. I started keeping record of my calls to Countrry Place on July 18, 2022. I had a name of ****** ****** from the title company but none of Country Place extensions let a call go to voice mail. So you can not call anyone direct. On the 18th I just gave the background on closing, no titles etc. Called on July 19 and spoke to ******** he cited COVID issues for slow work etc. I advised that was an old excuse after 2 years. Asked for Manager and was given a name of ***** with XXX-XXX-XXXX as a number; however, the extension information is name and then shuts down. July 20th spoke with a ***** ELS was contacted today (was told they have titles) but cannot reach them. I make sure notes in file directed them to mail titles to Empire title in Gilbert. They entered that info on my file. Jully 22nd spoke to ******* again. He indicated notes show no reply from ELS. I asked for a phone number and he gave me XXX-XXX-XXXX. In calling this number found this to be a credit union by the name of ESL in Rochester NY. Spoke to a ********* who assured me they had absolutely nothing to do with ELS or Country Place. So basically ******* is giving me the run around.. July 26th spoke to ***. He indicated that the notes on file said the titles would be mailed out on Thursday. When asked why the delay he indicated that they needed a notary signature.

  Business response

  09/15/2022

  Business Response /* (1000, 5, 2022/08/16) */ On April 6, 2022, CountryPlace received a wire from the title company to pay off loan # XXXXXXXXXXXX. The payoff quote was calculated incorrectly and left the account with a balance of $92.38. The balance was cleared on May 5, 2022. CountryPlace Mortgage serviced the loan on behalf of Equity LifeStyles Properties, Inc. On May 6, 2022, a payoff report went to Equity LifeStyles Properties (ELS), the note holder, to release the lien and mail the title. July 18, 2022, Customer Service received a call from the customer stating the title company did not receive the title to the home. This information was escalated to the Collections Manager who immediately contacted ELS requesting information about the release and provided the address to Empire Title, which is where the manufactured home title should be sent. We received an update from ELS on July 26, 2022 that the title would be sent FEDEX to Empire Title. After CountryPlace received the BBB complaint, the Compliance Manager contacted ELS for an explanation on the delay and proof of delivery. Unfortunately, we found the title had not been sent. The Compliance Manager has ensured the manufactured home title has now been sent to the correct address listed in this complaint. Attached is the confirmation of delivery to Empire Title in Gilbert, AZ. On behalf of CountryPlace, I apologize for the inconvenience and the many calls it took to get the title sent to the appropriate party. Consumer Response /* (2000, 7, 2022/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) 2 titles have been received, signed, notarized and title company now has them for the buyer.

*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. ↩