Consumer complaint received 2018-03-02
Company: MidAmerica Mortgage Inc
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Around the XX/XX/XXXX I received a call from XXXX  on behalf of MidAmerica Mortgage that my XX/XX/XXXX payment was 30 days past due. So my wife called and was advised that it takes some time for previous servicer ( XXXX ) to transfer all payments to the new servicer. However on XX/XX/XXXX I received another call at work and returned the call to be told again my payment was 30+ days late. I explained to them that that was incorrect and I would reach out to XXXX for info on why the full payment wasn't transferred and see if we could get a conference call set up to correct the issue. At this point I spoke to XXXX at XXXX and was provided my transfer letter dated XX/XX/XXXX to be effective XX/XX/XXXX and told payments were due to new servicer effective XX/XX/XXXX at which point we called to attempt to resolve together with XXXX and they refused. I then called back and spoke to XXXX ( agentID XXXX ) at XXXX and she informed me it was an error on behalf of XXXX and she would resolve it. However I then began receiving phone calls from XXXX Default payment line and letters in the mail in regards to default so I called multiple times and have experienced long wait times. Finally on XX/XX/XXXX I spoke with XXXX ( agent ID XXXX ) whom informed me she would have someone research it and get back with me within 24hrs. but she recommended I pay an additional {$1000.00} in order to avoid further collections and credit reporting. I informed her she can not report me to credit and I was not late however she stated my payment made to XXXX for XX/XX/XXXX was posted to XX/XX/XXXX as they only showed a partial payment for XX/XX/XXXX so it could not be applied until payment was made. I then requested a supervisor and she stated know one was available and someone would call me back within 24hrs. I did receive a call on XX/XX/XXXX at XXXX but missed that call. So I called back today XX/XX/XXXX and spoke with XXXX ( agent ID XXXX ) and explained to her once again that I received a letter from XXXX showing payments due to XXXX  on behalf of MidAmerica beginning XX/XX/XXXX and confirmed with XXXX XX/XX/XXXX payment was made and that this needs to be resolved. She informed me that the account would be reported to credit unless I paid an amount of {$1000.00} as again they had a partial payment received in XX/XX/XXXX that was not applied so my XX/XX/XXXX payment was applied to XX/XX/XXXX and I show to now be due for XX/XX/XXXX, I explained again to her the transfer was not effective until XX/XX/XXXX with payments due to them on XX/XX/XXXX and that I did not send a partial payment and had proof. I also explained to her I submitted an online inquiry with XXXX XXXX  on Sun XX/XX/XXXX ( ticket ID XXXX ) be resolved with previous servicer and explained I had written documentation if needed. XXXX informed me that I need to gather all documentation and a supervisor would contact me within 20 min. 1 hr later and I have yet to hear anything. I have documentation of all payments made since 1st payment began due on XX/XX/XXXX, the servicing transfer letter from XXXX and CD from closing. This has caused lots of anguish, stress, and time for me to attempt contacts with XXXX and having to go back in and research documentation that they should have on record and maintain. XXXX does not make it very easy to contact them has they have very long wait times and it appears internally they do not escalate the concerns presented to them. Further this has taken time away from my employment to respond and answer to all of the issues presented in order to avoid their threat of reporting to my credit.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation