Consumer complaint received 2017-12-08
Company: SN SERVICING CORPORATION
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
YOUR COMPANY RESPONDED TO A COMPLAINT I FILED AGAINST YOU ON XX/XX/XXXX. YOUR RESPONSE WAS A LIE! 
YOU WENT INTO MY HUSBAND 'S CHECKING ACCOUNT, GOT {$490.00} FOR A MORTGAGE PAYMENT I TRIED TO MAKE. YOU DID NOT TELL ME THE PAYMENT WAS GOING TO BE PROCESSED, WHAT DATE, OR COMING OUT OF WHAT ACCOUNT ETC. ( no disclosure statement ) YOU TOLD ME I NORMALLY PAY ON LINE AND HUNG UP. AFTER THAT, I PAID {$490.00} ON LINE XX/XX/XXXX. 

THEN, YOUR COMPANY TOOK {$500.00}. 
WHEN I CALLED TELLING YOU TO PUT THE MONEY BACK, YOU TOLD ME TO PROVE THAT YOU TOOK IT AND I DID JUST THAT. 

THE BANK STATEMENT PROVED THE MONEY WAS DEDUCTED MEANING YOU GOT THE MONEY BECAUSE IT WAS THERE. I CA N'T CREDIT ANYTHING BACK TO ANYBODY. YOU HAD TO CREDIT IT BACK. THEREFORE ; YOU LIED. 
YOU HAD TO RETRACT. YOU KNOW WE SHOULD NOT HAVE TO PAY {$25.00} ( NSF ) FEE FOR THIS MESS YOUR EMPLOYEE MADE. 

YOUR EMPLOYEE KNOWS SHE MADE THIS MESS. THAT IS WHY SHE TRIED TO TALK ME INTO LETTING THE PAYMENT STAND BY SAYING I GOT TO MAKE ANOTHER PAYMENT IN XX/XX/XXXX ANYWAY. YOU AND YOUR COMPANY SHOULD BE A SHAME OF YOUR SELF. IN YOUR RESPONSE, ALL YOU DID WAS GAVE INFORMATION. YOU DID NOT COVER THE REAL ISSUE. WHY DO WE HAVE TO GO THROUGH ALL OF THIS NON-SENSE ABOUT {$25.00} ( NSF ) IN WHICH THE MONEY WAS THERE ( you had to retract ). METHODS OF PAYMENTS ARE ON FILE. I PAY BY MAIL, ON LINE, OVER THE PHONE, MONEY ORDER ETC. WAIVE THE FEE IN QUESTION AND I REPEAT ... 

XX/XX/XXXX I called my mortgage company to make a payment of {$490.00}. The lady I talked to told me I normally paid on line and hung up on me. I told my husband, who was reclining in his chair in the living room like he normally does, that I called to make the house payment and the lady hung up on me and that I did not know if the payment was made or not. My husband and I decided to pay on line. A few days later we found that {$490.00} was deducted from my husband 's checking account ; {$500.00} was also deducted by the same company also. 

I called the company back ASAP asking why this company took {$500.00} without my permission and requested a refund of {$500.00}. The same lady tried to talk me into letting them keep the {$500.00} and that XX/XX/XXXX was coming up and that I was gon na have to make another payment anyway. I told her why would I want to make two payments and of a higher amount in which I tried to make a payment of {$490.00} with you in the beginning and to put the money back. She told me to go to the bank, get a statement proving they took the money in question and send them a fax. I did as requested of me and {$500.00} was credited to my husband 's account. 

The next month 's house payment for XX/XX/XXXX had a charge of {$25.00} ( NSF ). I called this company back asking why {$25.00} ( NSF ) charge is on my bill, the money was there when you took it in the first place without my husband 's consent and that I should not have to pay for something you did wrong and I asked to speak to some one in a higher position than her's.I talked to her supervisor, explained the situation at hand, requested to hear the recorded tape of quality assurance to prove that we did not give permission to go into the checking account. 

The supervisor told me she will get the tape from XXXX XXXX ( XXXX ) and will call me in a week. I had to call them back two weeks later. Then I was told that my husband gave permission and the supervisor left me with the impression that they can tell me or do just about anything they want.The first lady that I talked to left me with the same impression. I can not hear the tape because it belongs to ( XXXX ) so I was told. 

This whole complaint is about my mortgage company debiting from my husband 's checking account with out his permission, They got the money, had to put it back and charging us {$25.00} ( NSF ) .The first lady did not tell me the payment is going to be processed on this day or that day, how much they are going to debit, from what account or what have you. She did not read or give me a disclosure statement. If she did, then I would not have made a payment on line. Besides that, why would I want to make two payments in one month when my husband and I are both on fix incomes and had other bills to pay. I told the first lady this when I told her to put the {$500.00} back.If I wanted to make two payments, I would have made one big payment at one time. We should not have to pay {$25.00} ( NSF ) when the money was there. 

I have called this company to get this situation straighten out and I think this is not fair for us to be charged {$25.00} ( NSF ). We did not do anything wrong. 
I filed a complaint with the XXXX XXXX XXXX XXXX XX/XX/XXXX also.

Company response to consumer: Closed with explanation