Consumer complaint received 2022-10-14
Company: Union Home Mortgage Corp
State: MO
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
After re-financing my mortgage in XX/XX/2021 with the same company, Union Home Mortgage, I was informed that all previous settings and such would remain in place. I specifically asked about auto-pay and was told that it would not change. Upon missing my first 2 payments ( XXXX XXXX XXXX ) I was contacted by our lenders secretary to inform me. The company made no effort to contact me directly by email, snail mail or by phone. I made the XXXX and the XXXX payment, both with confirmation codes. I accidentally found out in early XXXX that I was about 6 days from foreclosure because of non-payment. The company was not automatically taking the mortgage from the assigned account. Upon discussing with customer service, I was informed they had sent 1 letter in XXXX. No other attempt to reach me via snail mail, email or phone call was made and this was confirmed. I made all 4 payments to bring the account current and was told that because I was current, the auto pay would finally kick in. It did not and I had to make the XXXX payment, again, where I was informed that auto-pay would start. By this time, I had set up a local account and set up my paycheck to direct deposit to this account. I made all of the necessary changes in my mortgage portal and confirmed this with customer service. Neither XXXX nor XXXX was taken out. I tried to make these payments online and could not. I contacted customer service and was told that because I had so many missed payments, I was put on a 1 year certified funds cycle, where I was required to send them a certified bank check for a year before I could go back to any other payment method. I finally made contact with a loan services lead, explained the last 8 months, and he was able to get me removed from the restriction. He reviewed my file and confirmed that the company made several oversights with my account. 
I am filing this complaint today because I am still unable to get the company to get auto-pay set correctly and pull the mortgage from the assigned account ( XXXX XXXX XXXX Since changing my account in auto-pay ( XXXX ) to XXXX, I have incurred several " insufficient funds '' fees from XXXX, the bank I originally had the auto-pay set to because they continue to try to pull the mortgage from wrong account. I am currently delinquent as a result of this, as there is no place on my portal to make the payment. I have arrangements to bring the account current tomorrow, but I am unable to do this every month. My mortgage portal shows my XXXX  account as the primary ( default ), it shows I have auto-pay ON, and I have plenty of funds available in the account, yet they still try to pull from the XXXX account XXXX I tried to remove the XXXX account today, but am unable to. I am currently in contact with the loan services lead that I spoke with before. I have sent him several screen shots of my portal page, bank account balances and so on. He agrees that my XXXX  account is primary and can not answer why they will not use this account. 
Additionally, it takes the company 10 days to post what's called a " Payment Reversal '' to my portal. By then, I am a day or XXXX away from incurring late fees from them. It does not take XXXX  days in the digital world to know whether or not funds are available. 
I feel like the loan servicing company is doing everything they can to make it as difficult as humanly possible for me to make my payments on time. I am financially stable and have no need for financial assistance. I just need the company to take the mortgage from the assigned account.

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