Consumer complaint received 2019-11-22
Company: Capital Markets Cooporative, LLC
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My wife and I have our mortgage with CMC funding ( XXXX ) after we refinanced over the summer. Our first payment was due in XXXX After we made the payment, I called the company in late XXXX to set up biweekly payments to be made. The representative I spoke with set up up for the incorrect amount which I realized when I received a paper copy about 8 days later. Start date was supposed to be on XX/XX/XXXX. I called again and set up the biweekly payments again with a new representative with the start date of XX/XX/XXXX. He told me that we would no longer have to make the monthly payments. 

I began receiving calls from the number listed above this past week but no voicemail was left. I finally searched the number after 2 calls in the same day ( XX/XX/XXXX ) and realized it was our lender. I called them back and the representative informed me that we had not made our XXXX payment yet. I informed him of our biweekly payment that we set up in early XXXX. He stated that the previous 2 representatives did not set that up correctly and would need to be cancelled. He then said if I would want to set up the biweekly payments I would need to prepay my mortgage 45 days out which would mean paying both of the XXXX and XXXX payments now ( which neither representative previous informed me of ). I asked him XXXX on a recorded line ) that there was supposed to be a debit on XX/XX/XXXX and he assured me it would not occur ( on my call today on XX/XX/XXXX the representative informed me that it needs to be done 3 days previous to the draft which the representative on XX/XX/XXXX did not state ). I checked my banking account this morning and it did occur. I just called them today and asked for a refund of my money and the representative said it would take up to 3 weeks for the check although they had debited my account previous to XXXX on XX/XX/XXXX. He stated I could use that payment as a credit to my account for the XXXX payment. I am unsure if they will actually do this or not though and will probably have to call again. I also asked to speak with a manager while we were on the phone and he would not do this and stated that one will " call me back. '' Todays representative also said I could pay my XXXX payment now over the phone ( but did not state that there is a {$12.00} fee associated with this that a previous representative informed me of ). 

When I spoke with a representative on XX/XX/XXXX I asked why they do not leave a voicemail and was informed that " anyone can listen to those so they do not want private information being intercepted. '' I do not have their number in my phone so I comes up as a unknown number. Personally I feel this is a predatory practice as the consumer does not know their mortgage company is attempting to contact them. With all my encounters with this company I have noticed several " predatory '' like practices that they are. There is no accountability on there end as if we do not pay them, they have the ability to foreclose our house.

Company response to consumer: Closed with explanation