Product: Mortgage

We have been battling with the bank on our mortgage for several years now. However, they were Chemical Bank when we first started, then XXXX and now they are XXXX. 

The most recent experience is that I called in to make the payment on our two mortgages in XXXX. I found out that on XX/XX/XXXX when I called in t make the payments XXXX payment was not made. No one ever called us to say the payment didn't go through or anything after the XX/XX/XXXX call in to pay the two payments. So in XXXX. when I called in they informed me that one mortgage was a month behind. I stated how could that be when I called in - got two confirmation # 's and paid them both with enough money in my account with them to pay the one and the other was coming out of another account. So the person said they would request the recording and have someone get back to me within XX/XX/XXXX hours. We never got a call back. We then received a voicemail a week later asking us to call them. We called and they stated they were calling to collect payment. So I again inquired with what they found out with the account and why the payment was not taken and how they were going to fix this. They stated that the payment was not taken and they weren't able to do anything about it and that we need to make the payment. After about XXXX minutes of my time on the phone she stated that she would have someone get back to us and she was sending this to her supervisor. 
So again we wait ... .we get a call on XXXX XXXXXXXX XXXX  XXXX asking again to make the payment. 
This better not be affecting our credit or we better not be charged any late fees ( which is another issue with them we need to resolve through you from when it was XXXX  ). I thought they were calling again to discuss the recording and why the payment was not taken and why we didn't get called when the payment didn't process from the agent or what she did with the payment ( pocketed it or what ), but no, he was calling to get payment yet again. I did hang up on him after going round and round about how we feel this is their fault when we did our part and called in the payment. They never took the payment. We made sure there was money in the account to make the payment on XX/XX/XXXX. If they didn't take it, it is now on them. They need to make this right. We want answers and them to make the payment for the error. I don't care if the agent has to make the payment. This is wrong. We made the call, made the payment and she dropped the ball. The calls are recorded so they can get who the agent was and hear that I made the payment and that she processed it. This matter is on their end and the agent. We only keep enough money in there to make the payment or transfer money in the account to make it as we are trying to close our account with them due to so many changing of hands and issues we have had. It is horrible. 

In reference to the late fee charges on the loans those should also we removed as we again were going through financial hardship with the pandemic and had shared many conversations with ( then XXXX ) about the hardship. We have asked them to remove the late fees as we will not be paying them. Again due to the guidelines of the pandemic ( via the government/legislative ) we will not be penalized for late fees on payments during this time nor would it be reported to the credit bureau 's to affect our credit reports. We would appreciate this being handled as well. 

Thank you XXXX and XXXX XXXX