Complaint Review: Century 21 Mortgage Servies

Christine Convard's Account Dealing with Century 21 Mortgage Company
January 27, 2006
Refinance loan # 0031898737
Old loan #0024118200

In September 2005 I refinanced my home in Montgomery Center, Vermont. My husband and I had recently divorced, and I refinanced to lower my monthly payments. It was an ugly custody battle. My husband eventually settled out of court for joint custody of our two children, as there was a strong chance I would get sole custody. Needless to say, the strain between our relationship to co-parent the children is exhausting and most of the time frustrating. The reason I inform you of the relationship with my ex-husband is because Century 21 mailed him a check, which was supposed to have been sent to me, and the ex cashed the check. This puts even more of a strain on our relationship to co-parent the children, and needs to be told as a side note in this first hand account of my dealings with Century 21.

I refinanced in September 2005 with the same company I had a mortgage with. I figured since I already had a loan with Century 21, they would treat me with VIP customer service. On the contrary, I have had a terrible battle with Century 21 and this refinance. The sales teammislead and misquoted my homeowners insurance, leading me to believe I was going to receive a lower monthly payment. The refinance attorney had to pay the October 2005 tax installment because the Montgomery town clerk had not received payment from Century 21. Century 21 had documented that they were to pay the October installment. I contacted Century 21 to get out of my refinance, because I was disgusted with the lies and the error of having to pay my tax installment. If I had not been on top of this Century 21 would of kept my money for themselves. Of course I could not get a live person on the phone at that time.

I inquired why Century 21 had not made the payment. She stated Century 21 had made the $1022 payment. The town clerk office sent the check back to Century 21 stating that my lawyer had already made this payment. Century 21 made me fax them a copy of the tax bill to customer service. I did fax this to the tax dept. as instructed by customer service. They told me to include my loan number with instructions that I was to be reimbursed for the $1022 amount. I included my address and name. Shockingly, Century 21 did not contact me. A few weeks later I called them, and they did not know where the money was. I spoke with my loan officer on several occasions in September and October about my unhappiness with Century 21. She said that she could not get me out of the refinance, but that she would work with me to get my tax installment money, so that I could reimburse my lawyer. The loan officer also contacted my lawyer to reassure him that I would be reimbursed and that I would pay him when I receive the check from Century 21.

I was refered to a supervisor, because now it was November, and I still did not have my money. This person reassured me in November that yes in fact the money was mine and it was applied to my new loan. I stated that I did not authorize that money to be applied to my new loan. That money was to be paid to the attorney who paid the tax installment of which Century 21 was supposed to have paid. It was decided by Century 21 that a check would be mailed out to me at my address the end of November. She also referred me to head of sales so that I could reveal to them my concerns regarding Century 21's unethical sales tactics. Nonetheless, I was relieved, as I was supposedly finally getting my money.

I waited for the check. I also played phone tag with head of sales. In January I finally was able to have a conversation with head of sales. I explained to them that I was very unhappy with how my refinance was handled. Century 21 had my exact cost of homeowners insurance, as I previously had a mortgage with them on the same house. Lesson learned.... never refinance with the same mortgage company. Head of sales, without compassion, explained that I was saving money, and felt they did nothing wrong, and was not going to do anything for me. However, since I still had not received my tax installment money, which was promised to me in November... said that he would take it upon himself to make sure I got this. I never heard from head of sales again.

Last week on January 24, 2006. I took a new approach and called presidential services. I spoke with many people in that department and explained to them that I had not received my money. After a few days investigation, said that a check was sent and cashed by my ex husband back on December 06, 2005. You can imagine how outraged I was. Not only because the money was not sent to me.... but also because Century 21 lied to me. And they sent the money to the wrong person. My ex had nothing to do with the refinance, and certainly did not pay the tax installment. Presidential services stated that because they mailed the check with my ex-husbands name and my name on the check, that they covered themselves, and they were not going to do anything else about this. Bottom line, I am disgusted. Century 21 did not take care of their customer. They are denying that they did anything wrong, and have not tried to help me in this matter at all.

I have been forced to get my attorney involved. He feels that Century 21 made a mistake. He is first going to try to retrieve the money from my ex-husband himself, as legally the money does not belong to him. Apparently my ex signed my name and his to the check and cashed it in his bank account. The sad story is that this will throw an even bigger wrench in our relationship to co-parent our children, and it is all because Century 21 made a mistake and assumed the money was his. I am appalled at their lack of customer service and feel that I have been a victim of consumer fraud. I intend on telling my story to any TV, newspaper, magazine, website, blog, letters, and word of mouth to everyone I come in contact with. Consumers need to know how unhelpful and dishonest Century 21 really is. I feel I was very patient and gave Century 21 ample time to realize that in this situation their policy did not cover them. Clearly I am the victim here. I would of expected much more from a company with the brand and marketing power of Century 21. I feel it is my duty to inform the public that their customers are not really important to them.

Christine
Montgomery Center, Vermont
U.S.A.

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