Consumer complaint received 2016-10-18
Company: Statebridge Company
State: PA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XX/XX/2016 we were contacted via mail from StateBridge that our Mortgage was bought by their company along with a payment coupon for XX/XX/XXXX. At the time of receipt we had no notification from the current lender at the time so we called them to confirm. So once confirmed we made the payment as per the statement. When we did not receive the statement for XXXX we immediately learned that this company is not easily accessible to its customers as hold times are extremely long, when you finally reach a person, they do not provide their full names nor do they give extensions. So with no monthly statements & lousy customer service we stated on more then one occasion that we are trying to establish a business relationship with a company that we have no knowledge of who they are. Statements are one way to do that & allows us the proper documentation we need to support our loan. We realized they are not compliant & of course we did not want to put our home in jeopardy so we made payments late but through our bank. Then we started to notice phone calls come in with no messages from the StateBridge # on our caller Id in fact one @ XXXX. Yet no messages or statement however oddly enough a couple of mailings offering mortgage assistance. So after months of no contact a phone call with a message from what sounded like a guy talking throw a microphone at a XXXX drive thru stating he needed to speak with my husband about an important matter. WOO HOO I can not wait to call him back to bad he did not leave an extension but lucky me I got XXXX XXXX on the phone, after I told her that I had not received any statements. She told me that it was because I filed for bankruptcy. I informed her that it was discharged years ago & my home was not part of the bankruptcy. She proceeded to inform me that if I know I owe a mortgage then regardless I should just pay it like I did to my previous lender. I explained that I had a relationship with that lender & I received statements monthly unlike STATEBRIDGE. Then I was told I in order for them to send me statements that I needed to give them permission because of the bankruptcy. So I said OK after I was verbal mistreated I told her my loan should be current except for XX/XX/XXXX as I just made my XX/XX/XXXX payment. I was then told that I owed them for XX/XX/XXXX, WHAT! I paid that to the previous lender, your problem not mine. Once again upset I told the rep I did but to the previous lender. So I was told I needed to call them & get my money back to pay them. Really no I have to do their job I am not employed but Statebridge. Somewhere she realized something & changed her tone & decided to email all my payments to review. I then call my previous lender who has great customer service & they explained what they told me & they reassured me that it was paid & it was part of the sale & they would send expedited correspondence to StateBridge to resolve the matter. So today a I come home to a phone message from StateBridge, so my husband calls & of course you can not reach the person that left the message so my husband talked to someone else. He verifies SS #, address, phone # my husband asked if the phone call was being monitored & if needed could he get a transcript. the representative verified receipt of the letter stating we wanted monthly statements but would not release updated account information to my husband. He then asked to be put on the phone with someone who could. Apparently no one was available with that authority. my husband asked him to verify that the account was up to date except for XX/XX/XXXX & he did. At the point my husband asked for a copy or a written transcript of the call & the representative hung up.

Company response to consumer: Closed with explanation