Consumer complaint received 2018-10-05
Company: Volunteer Mortgage Loan Servicing
State: TN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Upon receiving a letter dated XX/XX/XXXX and notifying me of an unsolicited change in mortgage servicer from XXXX XXXX to Volunteer Mortgage Loan Servicing ( VMLS ), I contacted XXXX XXXX   ( XXXX ), our third-party loan servicer and affiliated of XXXX XXXX, to communicate this change. 

On XX/XX/XXXX as advised by XXXX, I emailed a copy of the XXXX  notification letter to XXXX. 

Upon receiving notification that no mortgage payment had been paid to new servicer and last payment made to XXXX XXXX in XX/XX/XXXX, on XX/XX/XXXX I contacted XXXX ( XXXX ), which advised that payment attempts were made but unsuccessful on XX/XX/XXXX and XX/XX/XXXX. On same day ( XX/XX/XXXX ), I three-way called XXXX and XXXX, with XXXX Rep/Supervisor ( XXXX ID # XXXX ) communicating that noted attempts were made electronically and XXXX  Rep confirming that XXXX does not accept electronic payments. During call XXXX Rep agreed that paper check in amount of {$2600.00} will be mailed to XXXX on XX/XX/XXXX. 

Upon receiving postal mail notification from XXXX that XXXX still has not submitted agreed payment, on XX/XX/XXXX I contacted XXXX  and spoke with Rep and Supervisor XXXX ID # XXXX, who provided no explanation of breakdown when asked but ultimately agreed to process refund to me in amount of {$3200.00}, so I can directly pay to XXXX. It was discussed and confirmed that this refund would be electronically transferred to same account from which XXXX receives my semi-monthly payments of {$650.00} and that these funds would be available on XX/XX/XXXX. 

On XX/XX/XXXX when the refund was not available as agreed, I contacted XXXX and spoke with Supervisor XXXX ID # XXXX, who provided no explanation for the continued breakdown when asked ; apologized and ultimately agreed to facilitate that refund to me in amount of {$3200.00} with this refund now to be available on XX/XX/XXXX. During this call XXXX ID # XXXX refused to provide a written/email account of this matter and/or assurances that this refund indeed would be done this time ; refused to permit me to speak with a higher level of supervision ; and refused to provide me with contact number to XXXX  XXXX corporate office. XXXX did provide corporate office mailing address of XXXX XXXX XXXX, XXXX XXXX XXXX, CA XXXX and the XXXX email address. 

On XX/XX/XXXX the refund was not available as agreed. To date ( XX/XX/XXXX ), debits from my XXXX  XXXX XXXX checking account not paid toward my mortgage include : XXXX {$650.00} ; XX/XX/XXXX {$650.00} ; XXXX XXXX ; XX/XX/XXXX XXXX ; XXXX. XXXX ; XX/XX/XXXX XXXX ; XXXX XXXX for a total of {$4600.00}, and my mortgage is now nearly 60 days past due when essentially I never missed a payment. 

On XX/XX/XXXX I spoke with XXXX Supervisor XXXX ID # XXXX, who then advised that XXXX corporate office has sent paper check # XXXX in amount of {$2600.00} to VMLS and electronic funds transfer also in amount of {$2600.00} to VMLS and that, for undisclosed reasons, XXXX did not process the refund to me as agreed. I reiterated that VMLS does not accept electronic funds and advised to continue paper check process and redirect electronic fund to me in refund. Later this day ( XX/XX/XXXX ), XXXX ID # XXXX called back to clarify that only one check totaling {$2800.00} was in process to VMLS and that {$1300.00} will be refunded to me by Wednesday XX/XX/XXXX. 

Henceforth, I will stop all payments to XXXX, and I am asking for the Consumer Financial Protection Bureau 's ( CFPB ) assist in facilitating a full refund from XXXX XXXX XXXX.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation