Consumer complaint received 2019-03-19
Company: WESTERN UNION COMPANY, THE
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX my mortgage company XXXX XXXX and XXXX was sold to XXXX XXXX XXXX. My mortgage payments are made thru a program called XXXX XXXX  thru XXXX XXXX PO Box XXXX, XXXX XXXX, FL XXXX. 

While I never received a notice from XXXX XXXX  as to the correct address to send payments I did get a late notice on XX/XX/XXXX stating they have not received the XXXX payment. I called XXXX XXXX and we did a conference call with XXXX to get all of the correct information into the XXXX XXXX computers. The new mailing address was : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX At that time I asked if the payment could be made via an ACH and Equity Accelerator indicated that indeed there was a XXXX Bank XXXX XXXX at an XXXX  XXXX address that accepted ACH payments. The representative from XXXX stated that was not XXXX XXXX XXXX and to use the address she gave them. 
XXXX XXXX required that we send them a mortgage statement with the correct mailing address for payments which XXXX sent me and I immediately forwarded to them via Email to XXXX. XXXX also waived the late fee at that time. as they had received the payment. XXXX XXXX decided that my withdrawl date should be move up a couple days just to make certain that future payments arrived on time and I agreed. 

On XX/XX/XXXX I received a letter from XXXX Bank stating my mortgage was past due and demanding immediate payment as they had not received the XXXX payment. I called Equity Accelerator and was told the payment was sent to XXXX XXXX XXXX XXXX XXXX XXXX Oklahoma XXXX, OK XXXX via an ACH transfer. We again did a conference call with XXXX and XXXX XXXX again took the correct mailing address and indicated that a case would be open and an investigation started to retrieve the payment from XXXX Mortgage but that would take XXXX to 10 days or possibly longer. In the meantime I would again need to send them a current mortgage statement with the correct mailing address. Both myself and XXXX pointed out that they already had that information but they insisted that it needed to be current or the change of address could not be made. XXXX was kind enough to secure email it over to me and I immediately emailed it to XXXX XXXX and we both confirmed with them that they had it. 
In consideration of XXXX again waiving the late fee i greed to make an electronic payment via the XXXX website that day. Which I did. 

On Monday XX/XX/XXXX I called XXXX XXXX and asked why I had not received my XXXX payment back. The response was that they had not heard back from XXXX XXXX   and that they could open another case if I wanted. I asked to speak with a supervisor and after several heated words the supervisor agreed to contact corporate but could not tell me when i would get my money back. 
XXXX XXXX  thru their own incompetencies and errors have caused me to be out {$840.00} and they seem to not care if the problem is ever resolved. I asking your organization to force them to reimburse to me immediately the {$840.00}

Company response to consumer: Closed with explanation