Consumer complaint received 2021-02-12
Company: AMERICAN PACIFIC MORTGAGE
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XXXX XX/XX/XXXX, I received a letter in the mail from American Pacific Mortgage stating that they did not receive my XXXX mortgage payment. I immediatley called them and advised them that I paid my XXXX mortgage payment on XX/XX/XXXX. They told me to email them by bank statement showing that the money was deducted from my account, which I did while still on the phone with them. They told me they would review it and send me a letter in the mail regarding their findings. I asked that they please call me back as I was obviously concerned. 

I waited a couple of days and called them again on XX/XX/XXXX, I told them I needed to make my XXXX payment but I was concerned about paying online again because they had lost my previous month 's payment. They agreed to take a phone payment for my XXXX mortgage, I also asked if they had credited my payment for XXXX yet, they said that the review was still with their " research '' team and they legally had until XXXX to get back to me. I told them I was concerned about my credit score and about the late payment fee that they charged me. They said not to worry that they would not report anything negative against my credit score. In the meantime, I had sent them 3 emails asking if they had received my bank statement ; they never responded to any emails. 

I called back again on XX/XX/XXXX ( which according to them was the legal amount of time they had to research ). After being told the matter was still not resolved, I asked to speak to the customer service supervisor. The supervisor told me that they had my XXXX payment because it was paid on XX/XX/XXXX. I told him that the XX/XX/XXXX payment was for XXXX and gave him the back story of them losing my XX/XX/XXXX payment. The supervisor then transferred me to his supervisor. The supervisor 's supervisor said they had found my missing payment but it was with their cash deparment and had to be posted by them. He said he was escalating the situation and said it should be resolved by the next day ( which would be past the legal time limit ), he also reversed the late fee they had charged me. 

I reviewed by account online the next following days and still did not see my missing payment being refelcted in my statement. I called them back on XX/XX/XXXX and once again spoke to a supervisor. The supervisor told me that they were very far behind right now and I had to wait 24 hours so they could email the cash deparment. I told the supervisor that the last supervisor had told me he escalated it and it would take 24 hours on the 9th and by this point it had been 72 hours. She said she would email them again. I asked if she could please take ownership and call them. She said that they do not have a phone number to the cash deparment. As of today XXXX XX/XX/XXXX XXXX American Pacific has still not posted my missing payment. 

I have spent several hours calling American Pacific and asking them for a resolution and still have nothing.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation