Consumer complaint received 2021-06-02
Company: Data Mortgage Inc.
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I was going to give this a few days to work its self out but after collecting all me data and receiving yet another harassing call from Essex mortgage this late morning Ive decided to start my complaint sooner. I am tired ... this is wearing me out I cant even rest ... 

Todays call : Essex called today asking now about the XXXX and XXXX payment ... I told them I just made the XXXX payment give it a day or so more but as for XXXX and XXXX Ive already paid those. Then Essex rep informed me that they saw a payment I made and applied it to XXXX payment. I asked why because I gave evidence that, that payment was paid. I admit I grew upset because now they took that payment and put it on a payment thats already been paid making me further behind plus added fees and penalties. 


On XX/XX/XXXX my previous mortgage company called and and told me that they received my XXXX payment but that I have been placed with a new mortgage company and that they will forward my XXXX payment to them. I asked her if she could send me by email or mail the new information /address about my new mortgage company because I do use bill pay at my bank online and I will need to set up payments for my new mortgage company she said Ill email you after this call. She then at the end of our phone call emailed me the new mortgage company information because I use bill pay through my bank to pay my bills. The last payment I made to my previous mortgage company was on XX/XX/XXXX which I had to call the bank to put a stop check to due to the fact that I was too late to cancel automatic payment in online bill pay because it was already in route and I already had set up the new payment with Essex Mortgage for the month of XXXX. On XX/XX/XXXX my bill pay at XXXX bank online paid /sent excess mortgage {$500.00} for my XXXX payment. A week into XXXX I received a call from Essex mortgage asking about the XXXX payment and the XXXX payment and I further tried to explain to them that the XXXX payment was sent to you guys by the previous mortgage company XXXX XXXX and the payment for XXXX was made on XX/XX/XXXX. I further explained to them that due to having XXXX mid XXXX my lapse in remembering to change to Essex mortgage I forgot by the time I remembered it was too late to cancel the payment from XXXX XXXX  so I had to call the bank asked him to put a hold on the payment because the payment to Essex mortgage is going to go out on XX/XX/XXXX they said they have not yet received their payment for whatever reason and I told him that Ill check into it but that I just had a major XXXX on the XXXX of XXXX so give me time Im not really sure what happened. So the Essex rep heavily insisted that I call the bank to see if the payment was made. I then told her I just said Ill see what happen for who else would I call but the people that makes my payments. She gets a greater attitude and I hung up. I call the bank and the bank personnel told me that the payment was sent yet Essex mortgage refuse the payment on the XXXX then the bank rep told me they reissued the payment on the XXXX. As the bank rep spoke to me I looked on my account history and it declared exactly what she said when they refuse the payment on the XXXX it went back into my account and then when they re-issued it on the XXXX it came right back out of my account it has not been there since. They called me around XX/XX/XXXX a day or so later asking me where the XXXX XXXX payment was and I told them again I do not know that I made the payment on XX/XX/XXXX. I asked them to call XXXX and she told me they dont have contact information I shed why not when they were my previous mortgage company and you more have my file. I told them I can send them proof of the XXXX payment and I emailed my bank payment statement to the supportmyessex email on XX/XX/XXXX. I also called around to get XXXX  number and when I reached out to them I told them what happened and asked them why hadnt they sent my payment to Essex Mortgage. They reported to me that they indeed did send it and gave me the tracking number and check number which I thanked them for and gave it to Essex Mortgage. Essex told me that it will take time to track and I asked her to give me a date she told me the XXXX. I asked for them not to connect until they receive those results cause Im tired of being harassed and calling me after work hours. I told them Im trying to recover from a major XXXX and I dont need the extra stress. Essex called me a day or so after the XXXX and asked about the XXXX and XXXX payment. I told them that I sent all the proof I made XXXX payment. I told them I got them all they requested and asked them why are they harassing me about something I gave you ask you asked for proof. I told them Im on a budget because I just had XXXX and that I dont start back to work till late XXXX but that I will have the XXXX payment. They did not care and asked me the same question about both payments and I hung up. Essex called me the next day or so and told me that the bank declined their payment and I said sir that is bogus because why with the bank declined a check that they wrote it doesnt make sense. He further explain to me thats what it shows on his end so therefore I told him I will call the bank and ask whats going on and where is the {$500.00} because my account history and bill pay shows its paid nor had Ive gotten a refund. I called the and i told the bank rep what was told to me from Essex mortgage. The bank rep told me that they sent the payment and that they would not decline their own check so Im not really sure exactly whats going on but the bank rep did tell me that shes going to speak with a supervisor and Im still waiting to hear from them at this time ( six days in counting including the host and weekend ). Yesterday evening I got a call from a XXXX rep and he started talking about having on time payments etc ... After I heard him out I explained to him what Ive been going through since having two XXXX the first leading to the major and hire going through all of this has caused a lot of stress, worry, pain, etc because I worked my XXXX of so that I can rest and recover without financial stress until I return to work at the latter end of XXXX. He was very apologetic and he brought me to tears because Ive been through so much with Essex mortgage. He then explained to me that I should not have had to go through this and gave me an understanding of how the timeline works when youre which from mortgage company to mortgage company. He encourage me to go to the CFPB website for help to see if they can plead on my behalf because I have been harassed and given penalties, credit hits, and fees out of this world and I told Essex mortgage that I made my payments that my bank they dont make mistakes they pay all my bills. I dont get calls from other builders because I dont have my bills being paid they pay all my bills and I dont think that Essex mortgage is an exception from them not paying bills. Thats what they do they pay my bills thats what I set up they pay my bills so I dont see why Essex mortgage is having such a hard time receiving my payments. 

As I was concluding my complaint I just received a call from XXXX Bank managers andI want to include what Ms. XXXX just told me to my complaint. She told me that the payment ( the missing {$500.00} ) for the XXXX payment cleared on XX/XX/XXXX and that it reflects in my account and Bill pay history. XXXX also told me that if I needed her again she gave me her number and full name.

Company response to consumer: Closed with explanation