ComplaintsforAllied Mortgage Group, Inc.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Allied, never sold the servicing correctly to *** *********. Therefore for years my mortgage payments and escrow has had issues raising my payments.

  

  Business response

  07/06/2023

  We received your inquiry regarding the above-referenced loan, addressed to *** ********* ******** (***), which was forwarded to my attention for review and response. In the borrowers letter, he expresses dissatisfaction with **** calculation of the escrow portion of your monthly mortgage payment.
  
  After reviewing the inquiry and conducting a thorough investigation, we determined that the tax lines are correct in our system and match the tax agency website amounts. We have sent a copy of the Annual Escrow Account Disclosure Statement dated May 16, 2023, which reflects the accurate tax and insurance amounts.
  
  The July 29, 2021, escrow analysis inadvertently included lower projections than what was needed to make the quarterly tax payments.   As a result, when the Escrow Analysis was completed, it showed that there was an escrow surplus in the amount of $877.17 and a check for that amount was refunded to you on July 30, 2021.  A copy of the analysis has also been sent to customer.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am reaching out about a late payment & communication issue. I paid April's payment online on 4/24 after receiving notice the paper check sent at the start of the April had contained an error. I made an online payment and a receipt issued On 5/2 an online payment was made for both the April and May payments. As I was sent notice by mail that the payment had not processed and again made payment online this time for both April and May payments and a receipt was issued. I was notified by mail the payment hadn't processed and made another payment online on 5/22. A receipt was issued and payment posted. On 6/2, June's payment was made online and posted. I called the call center on 04/29, 05/2, 05/11, 5/22, 06/02 and 6/9/2023 to avoid any issues with the payments . When I asked about the late payment issue reported I was informed that a dispute would be filed and would likely be successful. I request removal of the late reporting due to the numerous attempts to resolve the issue, made payments, informed that the payment was again made and the conflicting information received from both customer service reps and the payment conformation receipts received . I asked many times if there was someone else I could make the case to as I believe this was a unique situation and was told no there was no one. On the last occasion when I called and spoke to ****** she informed me she was a senior customer service rep and there was no one else I could speak to .She stated she would put in a dispute claim and some one would call back into two business days . I have asked each time for a call back and have not received one. ****** stated she called twice on 6/2 but there is no record of this in the phone log. This miscommunication has caused 150 point drop to my credit score. I will provide supporting documents. I have been with Allied for years often paying extra to the loan. Any assistance in this matter would be greatly appreciated .

  

  Business response

  06/14/2023

  Upon investigation into the account, the borrower was extended a courtesy correction to the credit bureaus in January 2022. The lateness was removed in January 2022 for the December 2021 late payment. It is policy of the servicing company to only extend 1 courtesy correction to the credit bureaus over the life of the loan. The borrower's online payment made on 4/24/23 bounced back on 4/28/23 due the account number being incorrectly entered into the system. Recommended that the borrower may want switch from paper check payments through ******* billpayer service to electronic payments for higher reliability, as allegedly checks were sent, but not received for payment.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mortgage payment is set for automatic payment each month through my bank's online bill pay system. Sometime in March 2023, I realized that the payment that was sent (and cleared my bank) on February 1, 2023 for February's payment had not been credited on my mortgage account and I was being charged a late fee. I checked with my bank and verified that Allied Mortgage had processed the payment. I called Allied Mortgage and they maintained that they had no record of the payment. They requested that I send them proof via email, so I sent what my bank provided, including an ACH trace number. My bank assured me that they would be able to use the ACH trace number to track the payment. I never received a response via email or phone call. I called back and was told that it was in queue with the cashiering department to verify. I sent emails on March 8, March 13, and March 20. I have never received a response to any of those. I've also had no luck getting a manager on the phone. When I do talk to someone, they just keep stating that they haven't gotten the "proof of payment". When I ask to speak to a manager, I spend hours on hold. I tried sending a message through their online system to request a call back to no avail. At this point, they've placed negative remarks on my wife's and my credit reports as well. I'm still showing 2 months worth of late fees on my account, and I've never been late with my payment. All I want is for my payment from 2/1/2023 to be accurately reflected on my account, the late fees removed, and our credit reports corrected.

  

  Business response

  05/04/2023

  We did a thorough review of the account and removed any late charges plus ensured there would be no impact to the customer's credit report.  A full detail letter will be sent to the customer.  We appreciate you bringing this to our attention and hope this settles the matter.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a current customer of Allied Mortgage and their customer service is horrible. On 2/29/2022, I applied for loan assistance via the ************ ********** ********** **** (*****). Unfortunately, after a few months, my assistance was still pending and my mortgage became more and more outstanding (past due). Now, the assistance moving at a snail's pace isn't Allied's fault. What IS Allied's fault is that every time I called to speak with my designated loan officer, Brittney, I was sent straight to voicemail, would leave a message, and would never receive a return call. The purpose of reaching out to Allied is to make them aware of the fact that I am participating in the ***** program AND to explore payment options while I am waiting for assistance from *****. I have been trying to contact Allied for MONTHS to no avail. Brittney did return my call ONCE on 6/8/2022. I returned her call within minutes (I was taking out the trash), and was, in familiar fashion, sent to voicemail. The next day, I received correspondence informing me of a new loan officer assigned to my case. Called the new officer in hopes of receiving a different outcome and was sent straight to voicemail. Called on 6/14/2022 to speak with a supervisor and surprise, surprise was sent straight to voicemail. At this point, I have contacted ***** and they are ready to distribute the funds, but they cannot get in contact with anyone at Allied to verify my mortgage and the amount due. I am beginning to suspect that Allied WANTS me to lose my property, which would be a win-win for them. I wish I had gone with a different mortgage lender and will pursue refinancing with another company when it is feasible and reasonable to do so.

  

  Business response

  06/28/2022

  July 13, 2022 
  
  Dear *** ********: 
  We received your letter on July 5, 2022, regarding the above-referenced loan, which was  forwarded to my attention for review and response. 
  After reviewing the inquiry and conducting a thorough investigation, we have determined that your Single Point of Contact, Mark W*****, spoke to you on June 21, 2022 and provided you  with a blank authorization form via email as advised previously. *** ******** reached out to a **  *** associate and determined that Kathy A**** told them that Allied Mortgage doesn’t service  mortgages so they suspended the file. Our records reflect that ** *** never contacted *** and  the authorization form that you signed stated Allied is your servicer. However, they now know  that *** services your mortgage and will initiate the assistance process with ***. 
  We take our customer service very seriously and we sincerely apologize for any non responsiveness that you have faced. We appreciate your feedback as we strive to improve in this  area. Should you have any questions regarding this matter, please contact Mr. W***** at 1-866- 949-0136 ext. ***. 
  If you believe an error occurred on the account, or if you would like to submit a request for  information, please mail a letter with the name and loan number and a description of the error  you believe occurred or the information you are requesting, to: 
  Allied Mortgage 
  
  

  Customer response

  06/30/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The authorization form was signed and dated in less than 24 hours of receipt and I have not received any correspondence regarding next steps.  Additionally, if I were able to get in contact with a loan officer earlier, I would have know the authorization was a requirement.  

  
  

  Furthermore, I am not the person from whom the ************ **** ********************** (*****) is requesting follow-up; they have all the information they need from me.  On 5/21/2022, according to *****, a mortgage verification document was sent to Allied (more specifically a ***********************) and they are still awaiting a response.
  

   

  Regards,
  
  *******************************
  

  

  Business response

  07/13/2022

  June 28, 2022

  Dear *** ********: 

  We received your letter dated June 15, 2022, regarding the above-referenced loan, which was  forwarded to my attention for review and response. 
  After reviewing the inquiry and conducting a thorough investigation, we have determined that your Single Point of Contact, Mark W*****, spoke to you on June 21, 2022 and provided you  with a blank authorization form via email. You advised us that you were working with your state  to reinstate the loan.  
  We take our customer service very seriously and we sincerely apologize for any non responsiveness that you have faced. We appreciate your feedback as we strive to improve in this  area. Should you have any questions regarding this matter, please contact Mr. W***** at 1-866- 949-0136 ext. ***. 
  If you believe an error occurred on the account, or if you would like to submit a request for  information, please mail a letter with the name and loan number and a description of the error  you believe occurred or the information you are requesting, to: 
  

  Allied Mortgage 
  

• Initial Complaint

  04/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  RE: ALLIED MORTGAGE GROUP AMORTIZED MORTGAGE PAYMENTS INCORRECTLY Loan No. *********/Subject Property Address: *************., Runnemede NJ ******* Dear Sir or Madam: Since December of 2021 I have attempted to work with Allied Mortgage Group to correct the miscalculation of the amortization of my loan. The issue comes from my numerous pre-payments not applied correctly. I have sent a copy of the amortization table with the prepayments for Allied's review several times for their reference. Not on any occasion did I received a return call despite assurances a Manager would call. Today, just moments ago in my call to Allied, the Representative told me the final decision was that the loan amortization was done correctly. I asked for a call back from a Manager, in this case it is supposed to be, ******. On other occasions the Manager to return my call was supposedly to be, ******** I am not expecting anyone will call. There is little chance I will receive a call or they will do the correct thing and fix my loan without some external motivation.Please help me with this issue. The balance is about $4,000 higher than it should be.

  

  Business response

  05/24/2022

  Customer was contacted directly to resolve issue.  We are currently researching and will resolve by June 8.

  Further questions can be sent to servicing@alliedmg.com

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