Consumer complaint received 2020-08-17
Company: LEADER ONE FINANCIAL CORPORATION
State: MN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I sold my home at XXXX XXXX XXXX XXXX # XXXX, XXXX, MN XXXX in XXXX of XXXX. They company who held my loan, " Leader One Financial Corporation '' claimed to have issued a refund check of {$1400.00} on XX/XX/XXXX, I have yet to recieve this money despite multiple communications through many channels over many months. I believe the law on this states 30 days from sale. 

XXXX : Contacted my mortgage agent XXXX XXXX about the missing funds : XXXX, Hey there, hope all is well! I recently closed out my mortgage with you guys and I don't believe you have my new address as I just got a mailing sent to my previous one. This is for account number : XXXX My new address is : XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX, MN XXXX Thank you. 

XXXX : Called XXXX to attempt to talk to someone about the refund, I was unable to reach anyone. 

XXXX : Sent communication through XXXX XXXX XXXX   regarding the refund : Hi there, I attempted to contact XXXX XXXX   directly , but have had zero response. 

I would like to know how much my escrow refund will be, also I recently closed out my mortgage with you guys and I don't believe you have my new address as I just got a mailing sent to my previous one. This is for account number : XXXX My new address is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MN XXXX XXXX : Received the response : Dear XXXX XXXX : We received your inquiry regarding your loan. We apologize for the delay in our response. 

Our records show your loan was paid in full on XX/XX/XXXX. An escrow refund check of {$1400.00} was generated on XX/XX/XXXX, and was then sent to the mailing address on file. Please allow up to 15 business days for processing and mailing time. If this refund check was not received due to your address change we will not be able to reissue your check until 30 days from our disbursement date. 

We changed the mailing address on file on XX/XX/XXXX to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MN XXXX The appropriate Release of Lien documents were sent to the previous mailing address on file and to the county recorders office on XX/XX/XXXX. If you have not received this documentation, or require it to be sent to the updated mailing address, please contact our Customer Service Department at the number below. 

Please contact your taxing authority and insurance company to let them know to send any tax and/or insurance bills to you, as you are now responsible for making tax and hazard insurance payments. 

We appreciated the opportunity to service your loan. 

If you have further questions or concerns, please feel free to contact our Customer Service Department at XXXX, or you may respond to this message directly.

Sincerely, Research Department XXXX : Called XXXX to attempt to talk to someone about the refund, I was unable to reach anyone. 
XXXX : Sent communication through XXXX XXXX XXXX   regarding the refund : I have yet to receive my escrow refund check, when can I expect this? Please send it to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MN XXXX XXXX : Called XXXX to attempt to talk to someone about the refund, I was unable to reach anyone. 
XXXX : Sent communication through XXXX XXXX XXXX   regarding the refund : When can I expect to receive this check? Calling your office is pretty much impossible, and you do not respond to secure messages - it has been months, I will be consulting my lawyer. 

XXXX : Email to XXXX XXXX : Hey XXXX Just checking to see if there is any progress on this? Thank you. 

XXXX : Emails : XXXX  : I just followed up again this morning. I will make sure this gets resolved this week. 
Me : Excellent, thank you. 
XXXX : Can you confirm the mailing address one more time? 
Me : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MN XXXX XXXX : Emails : Me : Hey XXXX, Any news on this? Thanks XXXX : They were supposed to mail a check out last week. I just sent another follow up email to confirm that it went out. 
Me : Great, thanks! 

XXXX : Emails : Me : Hey XXXX, Still nothing - is there any way I can escalate this? It's getting pretty ridiculous. 
Me : Can we possibly get it sent with some sort of tracking? 
XXXX : I completely agree and I will follow up again. 

XXXX : Emails : Me : Hey XXXX, Hate to constantly bother you, but any progress on this? Any chance we can get it sent with some sort of tracking or confirmation? As it is very odd it hasn't yet made it to me. Thank you, I realize you are frustrated as well. 
XXXX : You can reach out as much as you need to. This is beyond embarrassing and I am very disappointed in servicing. I am asking again. 

XXXX : Emails : XXXX : Sadly the IRS issues checks faster. Did XXXX XXXX with LeaderOne ever call you? 
Me : If they did they didn't leave a message XXXX : I was told today that the check was sent out on XX/XX/XXXX. I dont have a tracking number on it. I would assume it would arrive this week but let me know if it doesnt. 
Me : Thanks, I'll let you know XXXX : Emails : Me : Just a heads up, still no check. 
Me : Maybe we just get a transfer since they can't seem to figure out mail? They had no problem debiting my account every month, I'm beyond frustrated. 

XXXX : Emails : XXXX : Thank you for the update. The check should be there by now. 

XXXX : Emails : XXXX : Any chance the check has made it to you now? 
Me : No, not yet - I even get a daily USPS email that says what is coming today and it's not on there either. 

XXXX : Emails : Me : Did it make it to you this week? 
XXXX : No, I haven't received it yet. We need to demand tracking or a simple ACH transfer, this is nuts. Can I get the full name/address/phone of the company, I am going to put in an official complaint to the CFPB, that will get them moving - I have had to resort to it in the past when a credit card company would not resolve problems easily. 

XXXX : Emails : Me : XXXX, I have attached my complaint to the CFPB, please let me know if there is anything you would like to add. This is just beyond professional or acceptable in any way, compiling all of the communications makes it much more evident how insane this has become. I want to thank you for your help, obviously they don't seem to care about getting me my funds at this point. ( attached this complaint ) Sent communication through XXXX XXXX XXXX   regarding the refund : It has now been over 8 months since you claim to have sent my check, I have had over 20 communication either to you, or through XXXX XXXXtrying to obtain my money without any success. I will be submitting a complaint through the CFPBand proactivelypursuing this until it is resolved. It is highly irresponsible and unethical that you have not provided me my money for nearly a year now.

Company response to consumer: Closed with explanation