Mortgage -- Trouble during payment process -- Complaint #4679206
Complaint Overview
Complaint ID: 4679206
Company: Alliant Credit Union
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Illinois
ZIP Code: 60527
Date Received: 2021-08-31T12:00:00-05:00
Date Sent to Company: 2021-08-31T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am trying to sell my house that is currently financed with Alliant. The bank to purchase the house is XXXX XXXX XXXX. Since XX/XX/XXXX XXXX XXXX XXXXXXXX was trying for over two weeks to get a payoff from Alliant. XXXX provided all possible loan numbers and account numbers from my statement, as well as my SSN, but each time Alliant replied that they can't find this loan in their system. ( Emails screenshots attached ) I started calling Alliant myself, and it took me a few more days to get the Payoff via email. Finally, after three weeks of requests, on XX/XX/XXXX I've got the Payoff. And This is not OK. But the more Important is that the Payoff Provided was incorrect : 1 ) The payoff did not include the Escrow Balance, and representatives never mentioned there is an Escrow Balance of $ XXXX - that is a lot! When I expressed my dissatisfaction about this fact, Alliant explained that the Escrow needs to be requested in writhing and that they don't include it automatically because it is a different account. The inportant fact is that I have never requested to open an Escrow account with Alliant- this is how Alliant Bank works, and customers are forced to have an Escrow account. And in the end, they don't even inform customers that Payoff does not include that second - Escrow Account. 2 ) The Payoff that I got via email on XXXX also had {$8700.00} miscellaneous fees added. Next, for about a week I was calling Alliant, and asking what is that fee for? - no representative could explain me what what is this fee for. I was told that I need to speak to a Supervisor, and every time there are NO SUPERVISORS AVAILABLE. On XX/XX/XXXX I finally got a call back from a Supervisor and she informed me that those fees are my missed payments of the Deferral that I requested in XXXX, XXXX and XX/XX/2020 due to COVID-19 pandemic. My monthly payment is $ XXXX. It means that my 3 deferred payments would come to $ XXXX total. This number doesn't match to the Miscellaneous fees added to my payoff ( {$8700.00} ). When I started asking more questions, the Supervisor got confused and couldn't answer them. Finally, she asked me to give her some time to figure this out, and promised to call me back on Monday. For another week no one was available at Alliant. I was calling every 2-3 days and the story repeats. Today, XX/XX/XXXX, I called Alliant again, and yesterday I did. I am still being told that the Supervisor is not available, but she will call me back today by the end of the day. Definitely this way of treating customers is unacceptable! I have the closing this week and I can't get the accurate payoff. I think they added the interest for the 3 deferred payments for 30 years- till the end of the loan, without even letting the consumer know about this. And now, when I want to pay early, they still keep those interest for 30 years there. So, instead of helping customers out during pandemic, they are adding more fees, and don't even disclose those to customers. Overall I have received 3 payoffs, none of them is accurate, but each has different INTEREST DUE amount : XXXX XXXX $ XXXX XX/XX/XXXX - $ XXXX XX/XX/XXXX - $ XXXX - not sure if this is normal.
Frequently Asked Questions
What is Complaint #4679206 about?
Complaint #4679206 was filed against Alliant Credit Union regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-08-31T12:00:00-05:00.
How did Alliant Credit Union respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Alliant Credit Union?
Yes, visit the Alliant Credit Union company profile at readthecomplaint.com/company/alliant-credit-union to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.