Consumer complaint received 2021-12-30
Company: ARVEST BANK GROUP, INC.
State: CA
Product: Debt collection
Sub-product: Mortgage debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I am opening another complaint as incorrect check with date submitted in previous document. 

Arvest Mortgage has shown a repeated pattern of not processing payments timely. My property management company sends out the mortgage payment every day on the first or second of the month with documented proof. Arvest 's own statement shows as recently as XXXX of XXXX, it took until the XXXX to process the payment. Mail does not take 11 days. In XXXX of this year, it took 10 days. Again, this shows Arvest has a history of either mail delivery issues or delayed processing. 

The proof I have that payment was mailed in time is the following : 1. Email confirmation from management company that check was sent out on the first.

2. A statement produced on XX/XX/XXXX from management company showing check was mailed on XXXX from their automated accounting system. This would have been before any late period.

3. The copy ( correct one this time ) of the check dated XXXX. 

So, for Arvest to be correct in their assessment, my management company would have had to produce a false statement from their automated system on XX/XX/XXXX saying they mailed the check when the didn't to cover up an issue. This of course would have been unnecessary because they could have just called and done a phone payment to have payment processed in time.

Arvest has yet to produce any documentation other than when they PROCESSED the payment to suggest they did not receive the payment in time. Again, this is after years of on time payments from me and inconsistent processing times by Arvest.

Further, in the latest response Arvest mentioned that they tried repeatedly to get a hold of me. This is blatantly false. I received no phone calls or emails from Arvest other than the ones they market to me constantly asking if I want to refinance which I would never do with Arvest since I didn't choose them to begin with and their extremely poor customer service would never want me to stick around with them. I would love to see any phone or email records from Arvest saying they tried to reach me. I would also love for them to stop sending my unsolicited refinance emails. 

Finally, I am including as evidence that I am not the only one Arvest continually abuses. These two screenshots are just a sample of frustrated customers whose mailed checks somehow disappeared or were processed incorrectly. 

So, to recap the proof I am clearly able to provide from a verifiable third party : * Management company has produced a dated check on XXXX. ( attached ) * Management company 's own automated report generated on XX/XX/XXXX shows check was sent on XXXX. ( attached ) * Management company 's written correspondence verifying the above. ( attached ) I want Arvest to produce ANY evidence that payment was late that was a direct result of me ( and XXXX XXXX XXXX XXXX XXXX ) not paying timely and not their own negligent operations because, again, the previous response from their own systems shows how long previous payments has taken to process. I have a system from USPS that sends me an email of mail I receive every day. Can Arvest produce something similar? If so, I will take issue up with my management company. If not, I am prepared to take any action necessary to see Arvest doesn't hurt another person with their bad internal processes.

Company response to consumer: Closed with explanation