Mortgage -- Trouble during payment process -- Complaint #6427432
Complaint Overview
Complaint ID: 6427432
Company: Primary Residential Mortgage
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: North Carolina
ZIP Code: 28104
Date Received: 2023-01-11T12:00:00-05:00
Date Sent to Company: 2023-01-11T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I reached out to my mortgage company approximately XXXX months before my XXXX year anniversary of our homes mortgage which was XXXX of XXXX. I was told I could send an email to remove my mortgage insurance if we qualified once I hit the XXXX year mark with our mortgage as long as our loan to value was at least XXXX percent. I may need an appraisal which was out of pocket but I would receive a notice if this was the case. XXXX months go by and I call my mortgage company and I am told they are reviewing my email. It takes XXXX closer to XXXX months for someone to send me a template saying this is what you need to send us via email. It is XX/XX/XXXX when we receive this template which I promptly email back to them on XX/XX/XXXX to which I receive a generic email saying the process could take XXXX days. On XX/XX/XXXX I send an email voicing my concerns on how long this is all taking and that I would be filing a complaint. The last week of XXXX I call because I do not receive an email response and I am told I need to pay to have an evaluation done on my home. I provide my savings account number to the representative ( they still used the wrong bank account ) on XX/XX/XXXX I am contacted by XXXX XXXX from XXXX XXXX XXXX and Monday XX/XX/XXXX she comes by for an evaluation. I get a phone call a few days later from XXXX ( XXXX I believe was her name ) asking if I have sent my mortgage payment. I let them know I pay biweekly and the payment should be there by the following Monday. She let me know my home qualified to remove the insurance but she needed to wait until the payment posted to my account. XXXX payment still included the Insurance, I just saw XXXX statement and it still includes the mortgage insurance. This company dragging its feet has cost us a little over {$1000.00}. Not sure what is going on here but its definitely deceptive at best and negligent at minimum
Frequently Asked Questions
What is Complaint #6427432 about?
Complaint #6427432 was filed against Primary Residential Mortgage regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2023-01-11T12:00:00-05:00.
How did Primary Residential Mortgage respond to this complaint?
The company responded with: "Closed with monetary relief". 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 Primary Residential Mortgage?
Yes, visit the Primary Residential Mortgage company profile at readthecomplaint.com/company/primary-residential-mortgage 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.