Consumer complaint received 2020-05-18
Company: Statebridge Company
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XXXX, Statebridge Company reported it did not receive payment for several months. I stated it did not receive payments for XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and XXXX of XXXX. As a result of its false recording, it produced a Notice of Intent to foreclose on our property : XXXX XXXX XXXX, XXXX, CA XXXX. As a result of this false reporting, it damaged our credit by reporting several lates against our credit and assessed various late fees. It also rejected our XXXX payments we submitted each month, through XX/XX/XXXX. However, when we provided to Statebridge that we submitted payments each month, and that they cashed our checks each month, and that they kept our payments each month, they stated they reversed their accounting in XXXX, but still kept the negative credit reported against us and still rejected our payments submitted each month in XXXX. In addition, as a result of their false reporting, they caused us significant financial loss from our ability to refinance loans and save significant amounts per month. We requested in writing several times Statebridge address this matter and accept our monthly payments. They continue to reject our payments, delay responding to our request to correct this problem they created, and reimbursement for our financial loss suffered as a direct result of their errors made with monthly payments. We were told over several months that we would receive a written response from Statebridge that states they've corrected these errors and that they agreed that we did make all of our payments in XXXX. However, we have not received any notice from them, as we continued to follow up with they each week. Lastly, when we now call Statebridge they hung up on us atomically, even after calling back 5-6 times. When we're finally able to reach someone they state they can not speak with us and place us on hold for over 30 minutes, and then the phone eventually hangs up. Because this happened more than once we tried calling Statebridge using a different phone number, and this time Statebridge did not hang up initially as we believe they did not recognize the phone number in which we were calling. We reported this matter to Statebridge twice, and they stated they did not know this was a problem. Nevertheless, we've requested verbally and in writing ( via emails and letters ) that Statebridge 's escalation department resolve this matter and answer the following specific questions : 1 ) Why did you falsely report payments missed in XXXX? ; 2 ) Why did you send us a Notice of Intent to Foreclose if all payments were received in XXXX? ; 3 ) Why are you rejecting our XXXX payments if you confirmed all payments were made in XXXX? ; 4 ) Why did you assess late fees against us if all payments were submitted in XXXX as Statebridge confirmed? ; 5 ) Why did Statebridge report to credit reporting agencies that we did not make our payments in XXXX and in XXXX? ; 6 ) Why is Statebridge taking longer than 6 months to respond to our questions and resolve this matter and reimburse us for our financial loss? These questions were asked of Statebridge several times, and they were given several deadlines to respond. The last deadline assigned was XX/XX/XXXX. To date, Statebridge has not responded and we were told several times Statebridge will call us back " in 5 minutes '' with no return call ever made, and we were told a Statebridge Vice President would call us, and to date no one has ever called. Lastly, Statebridge has threatened foreclosure based on the errors by them and their poor accounting of our payments.

Company response to consumer: Closed with explanation