Cimarron Mortgage

Due to a mail delay at an «iffy» post office in transition, my mortgage payment was late. I thus received a late fee on the statement. I wrote a letter explaining the situation (and when I mailed the payment) to Mark F. of Cimarron. He then sent me an email explaining that he canceled the late charge. Case closed. Some organizations might not do this (how many people could ‘say’ the same thing?). Great service, and surely appreciate their prompt response.

This is my first review: I have resisted the wave of the future for a long time. My recent frustration has made me finally bend to the winds of change.
I have my bank set up for automatic bill pay to Cimarron 2 weeks before the due date. For some reason, one month Cimarron decided that one of my regular payments was «additional to principal». Unsurprisingly, the next payment never arrived and I was past-​due. They made no attempts to contact me, I only found out when my statement arrived with late fees. This has happened twice now. This last time, I called customer service a dozen times during the workday without getting an answer. Message machine says all representatives are busy and to check the website. The website will not let me log in, and tells me to call customer service. When I finally got someone on the line and explained my problem, I got a «Let me transfer you» response. After that, the call dropped and I had to call them up again. I had to explain myself 4 times because my transferred call was dropped 3 times and no one knew what I was talking about the next time I got through. I finally got someone, they told me exactly what I needed to send to shore up the difference and get me back on track. I specifically asked how much there was in late fees, to ensure that I absolutely did not owe any more to them for that period. I sent that amount as soon as I got off the phone, on ⁴⁄₂₇. Lo and behold, this current statement I just received today has an additional late fee that was not there before.
I understand that many people have no control over their mortgage company since they get bought and sold frequently. However, if you get stuck with Cimarron I suggest you refinance with someone else.