Consumer complaint received 2021-02-17
Company: STATE FARM BANK, FSB
State: LA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Companies involved : 1. State Farm Bank 2. XXXX XXXX XXXXXXXX XXXX  Amount : {$690.00} XX/XX/XXXX mortgage payment to State Farm Bank This one time payment was submitted by me to State Farm Bank on XX/XX/XXXX by phone, conformation # XXXX. 

Receiving of this payment was recognized by State Farm Bank in the Mortgage Statement from XX/XX/XXXX as received on XX/XX/XXXX. 
In the same statement though on XX/XX/XXXX State Farm Bank does a NSF reversal of $ - XXXX, but this amount was never credited to my account. 
In letter from XXXX XXXX, XXXX XXXX Bank claims that the payment was not honored by XXXX XXXX XXXX with return reason " customer claims debit was unauthorized '' and amount of return funds is {$690.00}. 

I immediately contacted XXXX XXXX XXXX and spoke with a customer service representatives and Claim specialists. All of them assured me that the payment I did was completely valid and the money were transferred to State Farm Bank and that XXXX does not hold any restrictions in file for payments towards them. 
From the XXXX transmittal they provided me, is visible that the same payment was drafted on XXXX XXXX : State Farm Bank 1 Time DFT # XXXX TEL ID XXXX ACH Debit $ XXXX. 
The same information is visible in my on-line bank account and in my monthly statement from XXXX. 

In my last phone conversation with XXXX claim specialist, he confirmed that XXXX consider this payment valid and received by State Farm Bank and provided me with a XXXX # of this transaction XXXX XXXX XXXX XXXX XXXX. And advised me to provide State Farm bank with this XXXX #, for them to trace where actually this amount of money did go from there on. 

Between XX/XX/XXXX and XXXX XXXX I contacted State Farm Customer Service every day and spent hours on the phone trying to find help and solution from them, but they were completely unhelpful, incompetent. I was begging to be transferred to managers or departments. Really pitiful and sad. 
Finally I was advised by them to fax a letter with the description of the problem to their Research Department. This letter I faxed on XXXX XXXX and don't have an answer, still. 

Meanwhile my loan was transferred on XX/XX/XXXX from State Farm Bank to XXXX XXXX and serviced by XXXX XXXXXXXX XXXX XXXXXXXX and as I expected the information State Farm provided them about the loan was that my XXXX XXXX payment was not done. The new servicing Co advised me to pay to them for XXXX and XXXX just not to have problems with them in the future. 
So basically I paid the XXXX mortgage twice. 

And the amount of {$690.00}, withdrawn from my account for XXXX XXXX mortgage payment is nowhere to be found between the two banks - XXXX XXXX XXXX and State Farm Bank XXXX 

It's unbelievable that State Farm Bank wouldn't ever consider to address the issue after so many recorded /I hope/ conversations with their customer service representatives and a faxed letter to their research department from a customer who has no fault at all and paid on time and paid twice???!!!!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation