Consumer complaint received 2021-08-31
Company: ALLIANT CREDIT UNION
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am trying to sell my house that is currently financed with Alliant. 
The bank to purchase the house is XXXX  XXXX XXXX. 

Since XX/XX/XXXX XXXX XXXX XXXXXXXX was trying for over two weeks to get a payoff from Alliant. XXXX  provided all possible loan numbers and account numbers from my statement, as well as my SSN, but each time Alliant replied that they can't find this loan in their system. ( Emails screenshots attached ) I started calling Alliant myself, and it took me a few more days to get the Payoff via email. Finally, after three weeks of requests, on XX/XX/XXXX I've got the Payoff. And This is not OK. 

But the more Important is that the Payoff Provided was incorrect : 1 ) The payoff did not include the Escrow Balance, and representatives never mentioned there is an Escrow Balance of $ XXXX - that is a lot! 
When I expressed my dissatisfaction about this fact, Alliant explained that the Escrow needs to be requested in writhing and that they don't include it automatically because it is a different account. The inportant fact is that I have never requested to open an Escrow account with Alliant- this is how Alliant Bank works, and customers are forced to have an Escrow account. And in the end, they don't even inform customers that Payoff does not include that second - Escrow Account. 

2 ) The Payoff that I got via email on XXXX also had {$8700.00} miscellaneous fees added. Next, for about a week I was calling Alliant, and asking what is that fee for? - no representative could explain me what what is this fee for. I was told that I need to speak to a Supervisor, and every time there are NO SUPERVISORS AVAILABLE. 

On XX/XX/XXXX I finally got a call back from a Supervisor and she informed me that those fees are my missed payments of the Deferral that I requested in XXXX, XXXX and XX/XX/2020 due to COVID-19 pandemic. My monthly payment is $ XXXX. It means that my 3 deferred payments would come to $ XXXX total. This number doesn't match to the Miscellaneous fees added to my payoff ( {$8700.00} ). When I started asking more questions, the Supervisor got confused and couldn't answer them. Finally, she asked me to give her some time to figure this out, and promised to call me back on Monday. 

For another week no one was available at Alliant. I was calling every 2-3 days and the story repeats. 

Today, XX/XX/XXXX, I called Alliant again, and yesterday I did. I am still being told that the Supervisor is not available, but she will call me back today by the end of the day. 

Definitely this way of treating customers is unacceptable! I have the closing this week and I can't get the accurate payoff. 

I think they added the interest for the 3 deferred payments for 30 years- till the end of the loan, without even letting the consumer know about this. 
And now, when I want to pay early, they still keep those interest for 30 years there. 
So, instead of helping customers out during pandemic, they are adding more fees, and don't even disclose those to customers. 

Overall I have received 3 payoffs, none of them is accurate, but each has different INTEREST DUE amount : XXXX XXXX $ XXXX XX/XX/XXXX - $ XXXX XX/XX/XXXX - $ XXXX - not sure if this is normal.

Company response to consumer: Closed with explanation