Consumer complaint received 2022-06-16
Company: GUARANTEED RATE INC.
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I currently have a mortgage with the company Guaranteed Rate , Inc. This relationship was established in XX/XX/XXXX. Initially, once all my documents were turned in my mortgage payment was {$1100.00}. At the beginning of the year, XX/XX/XXXX my payments unexpectedly changed. When I logged in to make my mortgage payment, I now had a payment due of {$1300.00}. After contacting Guaranteed Rate on numerous occasions to find out exactly what happened I was finally advised in XXXX that the change occurred due to the insurance company, XXXX XXXX, increasing my premium. There was some miscommunication and mishandling of paperwork and the insurance company required additional documents. Guaranteed Rate rep XXXX advised once received my policy would be corrected immediately. I supplied the insurance company with those documents back in XXXX and they intern supplied those documents to Guaranteed Rate. In addition to the company sending the documents I personally uploaded them to my account on XXXX and sent them by email to the insurance dept at XXXX on XXXX. However, I still had to pay {$1300.00} in XXXX, XXXX, and XXXX. I was advised because the documents were not received in properly on behalf of the insurance team with Guaranteed Rate and were not uploaded until XXXX that my new rate would not start until XXXX. I understood XXXX payment would possibly still be {$1300.00} due to processing time, but I was advised by XXXX my account would be fixed. All the paperwork has been turned in to the insurance company, XXXX XXXX, and they ended up sending me a refund for XXXX because I was overcharged for the month of XXXX. Once everything had been corrected in XXXX my annual premium went back to a normal rate of {$940.00} annually but for the month of XXXX the mortgage company is still trying to charge me {$1300.00} although they received and completed their paperwork by XX/XX/XXXX. I have called numerous times since XXXX, and I have received numerous reps. I spoke with a supervisor XXXX or XXXX on XX/XX/XXXX regarding my inquiry and why my rate had not changed. She advised and verified that the documents were received and completed on XX/XX/XXXX however my account had not been updated. She then gave me a new rate of {$1100.00} and asked if she could take the payment via phone so that she can notate the account that the new rate applies for XXXX and the account would be updated within 72 hours ( about 3 days ). All of that information was documented, and she processed my payment and I also have the receipt. However, when I checked my account to make sure the payment was applied so that I do not receive a late fee it showed my payment had not been received. I reached back out and was then advised by XXXX that the information was incorrect and that she saw my payment but that does not apply for XXXX. I have spoken with the insurance department supervisor XXXX who verified the appropriate documents were received in XXXX and applied and she stated she is not sure why customer service has not updated the information. I am being passed back-and-forth between the insurance department and customer service, yet no one can tell me why my rate has not changed. The mortgage company is trying to overcharge me for the month of XX/XX/XXXX because of their negligence from XX/XX/XXXX up until this point. I have included proof of communication and upon request I can supply a copy of the refund initially issued in XXXX by XXXX XXXX for overpayment in XX/XX/XXXX.

Company response to consumer: Closed with explanation