Essex Mortgage review: Poor service

Review for Essex Mortgage – August 2025

In June 2025, I received a late notice email for my mortgage, even though my loan is on flex pay. I immediately contacted Essex Mortgage to clarify. During that call, the representative reviewed my account and assured me that I should not have received the late notice. He instructed me to ignore it, explaining it was a normal process. Trusting this guidance, I followed his instructions.

However, I received another late notice in July and again ignored it. When I checked my account on August 4, I was surprised to see two late fees applied. I called on August 5 and spoke with Kara, who explained that even with flex pay, payments not received by the 16th could result in late fees. While I understood the policy, I questioned why I was previously told to ignore the initial notice. Kara offered to waive one late fee, but I requested a waiver for both since the issue stemmed from the initial guidance of an Essex Mortgage representative. She stated that a supervisor would contact me within 24–48 hours, but no call was received.

I followed up on August 12 and spoke with Daisy, who claimed that the supervisor reviewed the prior call and “didn’t hear anything about the late notice.” This was untrue, as the only reason for my June call was the notice. I requested another supervisor call, and was promised again that someone would reach out. As of August 16, I have received no communication.

As a consumer, this experience has been frustrating and disappointing. I feel ignored and misled by the inconsistent guidance from Essex Mortgage representatives. Additionally, the unjustly applied late fees could negatively impact my credit report if not corrected, which adds unnecessary stress and potential financial consequences. I expected better communication and accountability from a company managing such an important financial obligation.