Consumer complaint received 2016-02-25
Company: Arbor Residential Mortgage LLC
State: CO
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I work for XXXX XXXX XXXX. My mortgage payment is issued from my account at XXXX XXXX. XXXX XXXX, 2016 a check was cut and sent from my XXXX XXXX account. The check was cashed by Seneca Mortgage with my Seneca Mortgage account number stamped on the back. XXXX XXXX I was informed by Seneca Mortgage on the phone that my check was never received and if it was not received by XXXX XXXX, 2016 I would be charged a late fee. I obtained a copy of the cashed check and faxed it to Seneca Mortgage. On XXXX XXXX, 2016 at XXXX, MST, I spoke with XXXX who informed me everything was fine, the check was found and cleared and he would remove the late fee ( they went ahead and put on ) since it was Seneca 's fault that they lost the check for my XXXX 2016 payment. 
I received a missed call on my cell phone XXXX from Seneca Mortgage on Thursday, XXXX XXXX, 2016 request me to call them. Friday, XXXX XXXX, 2016, I called Seneca Mortgage Servicing Department and on the recorded information for my loan I was told XXXX 2016 payment was not received and I had an outstanding late fee. I emailed to Seneca a request to remove the late fee thinking that XXXX did not take off the original late fee from XXXX. Monday Seneca responded by telling me to send in a copy of my cashed check for XXXX 2016. I faxed check number XXXX issued to Seneca Mortgage dated XXXX XXXX, 2016 for my XXXX payment and it was cashed on XXXX XXXX, 2016. Not hearing anything from Seneca, Wednesday, XXXX XXXX, 2016, I spoke with XXXX at Seneca Mortgage who looked at the copy of the cashed checks for my XXXX and XXXX payments. XXXX said someone other that Seneca deposited my XXXX 2016 check into a XXXX XXXX XXXX account as stamped on the back. I then spoke with my XXXX XXXX check fulfilling department and they said, yes, XXXX XXXX XXXX did cash it into my account number at Seneca Mortgage according to the stamp on the back of the check. 
I called Seneca and spoke with Supervisor XXXX who told me Seneca Mortgage used to bank with XXXX XXXX XXXX but now banks with XXXX XXXX. XXXX said Seneca did not deposit the check. XXXX XXXX did some investigating and told me the check most likely went by mistake to another department at Seneca that still uses B of A or an employee deposited it into the incorrect bank. XXXX XXXX suggests Seneca Mortgage Servicing call XXXX XXXX XXXX to see which Seneca department still uses an account at XXXX XXXX XXXX. Seneca needs to correct their mistake. All XXXX XXXX checks issued to Seneca Mortgage for my mortgage payments have been exactly the same over the past year with no problems. XXXX repeated they did not receive the check. According to the back of the check it was cashed into my Seneca Mortgage account by XXXX XXXX XXXX. XXXX refused to call XXXX XXXX XXXX to try to find my check. I requested a Senior Supervisor to investigate and call XXXX to find my payment. I ask them to call me in 24 hours. I 'm tired of being accused of not paying and being charged a late fee. This is Seneca Mortgages fault and I want it resolved before it is reported on my credit - which is excellent.

Company response to consumer: Closed with explanation