Company Response
11/15/2022
Company states; You stated that you have had difficulty making monthly payments. You stated that Village Capital & Investment LLC has lost your mail-in mortgage payment, purposefully tried to collect a late fee by claiming we did not have enough information for your Autopay, and claim that Village Capital & Investment LLC purposefully tries to collect late fees. Village Capital & Investment LLC disputes all claims of unethical and unfair practices stated in the contents of the above referenced complaint. In regards to the complaint escalation, Village Capital & Investment LLC has determined the following:
According to our records, Village Capital & Investment LLC has never lost any of your mail-in monthly payments. Furthermore, Village Capital & Investment LLC did not receive all the required information on your ACH Authorization Form, as the space left for the Draft Date was left empty. Without a draft date authorized by you, we were unable to automatically draft a payment. On October 4, 2022, during a phone call with you, we were able to confirm your draft date for automatic payments as 5th of every month. Your October 1, 2022 payment was then automatically drafted and posted on October 5, 2022, marking your October 2022 payment obligation as current.
Please note that monthly payments are due on the 1st of every month with a 15 day grace period before late charges are assessed. Village Capital & Investment LLC offers several payment methods, including mailing your checks, automatic monthly drafts (ACH), and bill pay. If you are having difficulty making payments online or do not wish to mail your monthly payments, our
Customer Service Department is available at 1-800-919-0068, Monday through Friday, from 5:00 a.m. to 7:00 p.m. PST, with a $10 Pay by Phone fee.
I am sorry that your experience with us did not meet your expectations. Village Capital & Investment LLC will work diligently to ensure we achieve better communication when our borrowers contact us for any concerns or issues.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. Village Capital & Investment LLC understands your frustration and appreciates your feedback. Thank you for reaching out and giving us the opportunity to resolve this matter.
We believe that this response fully addresses the concerns outlined in your correspondence. If you have any questions concerning this response or require additional assistance, please contact our Customer Service Department at 1-800-919-0068, Monday through Friday, from 8:00 a.m. to 7:00 p.m. PST or e-mail us at [email protected].
Sincerely,
Borrower Relationship Specialist
Special Servicing Department
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