Consumer complaint received 2017-04-10
Company: EMBRACE HOME LOANS
State: MN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Complaint Against Embrace, XXXX, and XXXX Companies : My husband, XXXX XXXX, and I have been trying to resolve the issue of payments sent to Embrace/XXXX on XX/XX/XXXX in the amount of {$1000.00} and XX/XX/XXXX in the amount of {$1000.00}. The 3 above companies are linked together and have continually denied receiving the payments, our documentation, and refused to help us resolve this in a timely manner. At this point I feel that they are trying to steal our payments and make us pay again, or else trying to force our mortgage into a false foreclosure. 
My husband and I have called them at least every other week since XX/XX/XXXX. First, we were told to send proof the money left our account. We did that. Then we were told to submit proof of the payment on bank letterhead. We did that. We submitted that documentation multiple times and were told repeatedly they had not received it, even though the emails and attachments were visible to us. Then we were told to contact XXXX as the payments must have gone to them in error. We contacted them repeatedly with the Bill Pay company from our bank. They were faxed the documentation from our bank five ( 5 ) times. Every time I called with the bank on the line we were given 5 different fax numbers to send the documentation. We asked for a supervisor and got XXXX XXXX, who was rude and would only speak with the bank staff supervisor. XXXX then told me all I needed to send was a screen shot that showed the payment and our before and after balances. This was sent on XX/XX/XXXX. XXXX XXXX told me he would contact me when this was resolved. I was never contacted even though I emailed him several times and left him messages. When I called XXXX again, I was told they did not have the payment and it was sent to cashiering to investigate. I then called Embrace again and asked for a supervisor on XX/XX/XXXX. I spoke with XXXX XXXX ; whose direct line is XXXX. XXXX told me he had escalated the matter and would have cashiering use the trace numbers to track the payment to XXXX of the companies. He acknowledged that we had sent documentation multiple times. As of today, XX/XX/XXXX, I have not heard anything from XXXX or Embrace even after several phone calls. 
I am extremely frustrated and so is my bank. We have both sent the companies documentation of the payment. At one point, my bank staff said it did not appear they wanted to help their mutual customer ( me ) resolve this issue. 
The following is a list of contacts and is not inclusive of all contacts. 
XX/XX/XXXX-Email with trace numbers. 
XX/XX/XXXX-Email with trace numbers on bank letterhead. 
XX/XX/XXXX-Email with trace numbers on bank letterhead XX/XX/XXXX-Email XX/XX/XXXX-Email with trace numbers on bank letterhead XX/XX/XXXX-Email with screenshot of before and after balances XX/XX/XXXX-Email Phone calls between XX/XX/XXXX and XX/XX/XXXX were numerous. 
These are the calls I made : XX/XX/XXXX-Called with Bill Pay. 
XX/XX/XXXX-Called XXXX agent ID # XXXX with Bill Pay. 
XX/XX/XXXX Called XXXX agent ID # XXXX with Bill Pay. She did acknowledge receipt of proof of payment. She stated they would call back in XXXX hours. I never received a phone call. 
XX/XX/XXXX Called XXXX agent ID # XXXX with Bill Pay. 
XXXX/XXXX/XXXX Called XXXX agent ID # XXXX. She could find no record of the payments.. 
XXXX/XXXX/XXXX called back to confirm they received the documentation. Asked for supervisor and got XXXX XXXX. 
XX/XX/XXXX-Email to XXXX XXXX again. 
XX/XX/XXXX-Email to XXXX XXXX again. 
XX/XX/XXXX-Atempted to call XXXX XXXX. 
XX/XX/XXXX-Called Embrace again and asked for a supervisor. Spoke with XXXX XXXX-Direct line XXXX XX/XX/XXXX-Called XXXX XXXX left message XX/XX/XXXX-Called XXXX XXXX at XXXX and spoke with him. He stated he had escalated. 
XX/XX/XXXX-Left XXXX a message. 
XX/XX/XXXX-Left a message. 
XX/XX/XXXX-Left a message.

Company response to consumer: Closed with explanation