Consumer complaint received 2019-07-10
Company: Statebridge Company
State: NV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX sold our mortgage to Statebridge Company about 5 years ago. From Day One we have had trouble with the way they process our payments. We would mail a check in the bill envelope provided and always made sure the payment would arrive to XXXX XXXX, CO, before the monthly due date. When we mailed checks, it would take over a month for Statebridge Company to cash the check. It's very difficult to hold on to money in our account when we don't know when the mortgage is going to be finally taken out. We'd also get late fees even though we had proof via Certified Mail and/or XXXX signed receipts on dates before payment due dates. Once we were told not to make a payment, that we didn't owe for that month. We asked Are you sure? They said 100 %. We followed instructions and then got a letter that we were in default of payment, late fees added, and credit reporting agencies all received notifications that we were over 120 days late on a payment. They charged us for two home appraisals without our knowledge these were taking place. We did not approve those charges or activities. Now we send our payments via XXXX 's Check ( so the money leaves our bank account immediately ) and we either send via XXXX Certified Mail or XXXX overnight. Either mail method, we get a signed receipt so we know we got our payment there on time. In XXXX due to weird paycheck periods, we had to pay our mortgage from our bank on XX/XX/2019. I chose to pay {$25.00} to my bank to wire transfer the mortgage payment to Statebridge Company 's bank ( they have wire transfer instructions on their website and I followed the instructions to a T ). The wire transfer paperwork had my name, home address, email and phone number on it. I also ensured that in the Memo/Notes area, my Statebridge Mortgage Account Number was listed so they'd know where to apply the wire transfer. For the past two months I've been receiving automated calls " This is Statebridge Company. Please call us immediately. '' I call, and they want to collect the " defaulted payment '' because they can't find the wire transfer. I can quote that : " Ma'am, we can't find the wire transfer. '' I worked with my personal bank to get all paperwork involved so I could send proof that my wire transfer was sent on XX/XX/2019. My bank went above and beyond and called XXXX XXXX in XXXX XXXX, whose final beneficiary of that wire transfer account number is Statebridge Company, and the XXXX representative confirmed that the wire transfer was received properly on XX/XX/2019. Today I spoke with a representative at Statebridge Company in XXXX XXXX, CO. The issue is still not resolved. In the meantime, Statebridge constantly calls me multiple times a day with that recording to call them back. Statebridge has applied late fees on my account for this falsified " default payment. '' And finally, Statebridge Collections sent notifications to all credit reporting agencies that we are 30 days defaulted, and our credit scores went down 30 POINTS! And they have our money! This has been such a frustrating few years dealing with this company. Their customer service agents have no empathy and in fact they have lied to us. They don't listen, and they don't escalate the call to their supervisor ( for example, " all the supervisors have left for the day, I'm all you've got. '' )

Company response to consumer: Closed with explanation