Consumer complaint received 2018-04-12
Company: TOTAL MORTGAGE SERVICES LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I purchased a home in XX/XX/XXXX. The original mortgage company was Total Mortgage. They sold my loan to XXXX XXXX XXXX. I made payments as they were due to whomever they were due to, as a matter of fact, some months I made 2 payments. I am currently paid up through XX/XX/XXXX in an effort to pay down my mortgage. 
I take my credit history extremely seriously, I am working 2 jobs and am going to school to obtain my XXXX in XXXX. If I can not afford something, I dont get it! To be told that I am showing up as past due in Total Mortgages system, actually makes my ill. 
If I made my payment to XXXX, as I was instructed to do, shouldnt XXXX reimburse them instead of saying that I am past due and owe them interest? I am not sure if his is a scare tactic, but its working. I reached out to my mortgage broker, and he is working on this, but I need help. We are talking {$1300.00} here, not a few dollars! 
PLEASE, please help meif this is happening to me, it surely is happening to others! 
Email below : -- -- -- -- Original message -- -- -- -- From : XXXX XXXX XXXX Date : XX/XX/XXXX XXXX XXXX  ( XXXX ) To : Subject : RE : Mortgage Payment Information Good afternoon, I would like to apologize again for all of the confusion. I would like to explain what happened on our end since I am unsure of what XXXX stated when they initially reached out. 

Your loan was purchased by XXXX a payment down, therefore your first payments principal and interest was due to be kept with Total Mortgage your first mortgage payment was due for XX/XX/XXXX and your first payment due to XXXX was XX/XX/XXXX ). The P & I from your first payment were transferred to XXXX in error so your loan is currently showing as past due in our system. I received a copy of your payment history from XXXX on XXXX and it is showing that you are due for a XXXX payment ( *if you have made a payment since this date may differ ) ; since the funds from your first payment were sent to XXXX it technically pushed your due date a month forward being due for XXXX. 

The error came to our attention and we put in a request to XXXX on XX/XX/XXXX to get the P & I reversed back to your account with Total Mortgage. This would not affect your PMI at XXXX since the escrow from your payment was purchased by XXXX, however, it would bring you back to currently due for the correct month of XXXX. If the funds do get refunded to us at Total Mortgage, I will ensure with XXXX that no late charge is placed on your account if they do not receive your due payment by the grace period. 

Another option would be to set up a repayment plan for the P & I of this payment to be paid to Total Mortgage for your convenience. We can based this repayment around a time frame you request from 6-12 months. The amount due is {$1300.00} ( principal {$360.00} and Interest {$890.00} ). 

Please let me know if you have any questions and I apologize for any confusion and inconvenience again. 

Thank you, XXXX XXXX XXXX XXXX XXXX XXXX : XXXX x XXXX

Company response to consumer: Closed with explanation