Consumer complaint received 2021-08-13
Company: Movement Mortgage LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I bank with XXXX XXXX XXXXXXXX and use their online bill pay feature to pay all of my bills including mortgage payments. I regularly pay more than the minimum due. I recently purchased a home and sent my first mortgage payment ( more than the minimum payment ) to Movement Mortgage company on XX/XX/XXXX. The payments are due on XX/XX/XXXX ( late on XX/XX/XXXX ). 

Because I previously had a mortgage with this company, I had two accounts set up for online bill pay through my banking institutionXXXX XXXX XXXX XXXXXXXX. One account for the old mortgage and one account for the new mortgage. 

I inadvertently sent my payment to the wrong account number. I was notified by email at the end of XXXX that MovemenXXXX had not received my payment. I immediately logged into my XXXX XXXXXXXX XXXX account to see what happened. That's when I realized my mistake. I immediately created an automatic recurring payment to be sent to the CORRECT account at Movement Mortgage on the 2nd of every month so this would never happen again. Then, I replied on XX/XX/XXXX to the email from Movement mortgage to explain what I had done, sent them proof of my XX/XX/XXXX payment, and asked them to apply the funds to the correct account. ( see attached email thread ). 

I was told they would research and let me know once they were able to confirm the funds were applied to the correct account. After following up several times by email and phone calls, I was able to get confirmation from Movement Mortgage rep that the payment had been located and applied to the correct account. ( see attached email ) I thought everything was fine, but I was SO wrong! 

In XXXX, I began getting calls and emails from Movement Mortgage about not having paid my mortgage payments. Every time I got a call or email, I responded right away. I was never able to speak with the same person twice and every rep I spoke with had little to no information from my previous calls, or did not have the call log from previous conversations so I had to repeat myself over and over with each new rep. Every time I spoke with the Movement Mortgage reps, I told them I was concerned that this was going to negatively affect my credit score. Every time, I was told that it wouldn't and that they had placed a hold on the credit reporting while this was being researched. 

Each Movement Mortgage rep I spoke with had a different request of me regarding how to clear up the situation. First, I was told to pay the payment over the phone with the Movement rep to avoid any issues. I explained that I never received the original payment back from them so I couldn't afford to pay again. Then, I was told to email them proof of the payments for XXXX and XXXX and I did so immediately ( see attached email ). 

I continued to receive more calls and emails about missing payments. Next, I was told they could only accept proof of payment via fax. So, I asked XXXX XXXX  XXXX to fax proof to them which they did ( see attached ). I complied EVERY time with every request but, they continued to call and email to let me know that my payments were not being received. And every time I spoke with someone, I was told a different payment was missing and that they needed proof of payment if I indeed had sent the payments. 

Out of frustration, I ended up calling XXXX XXXX XXXX to have a conference call with Movement Mortgage so that XXXX XXXXXXXX XXXX could hear exactly what Movement was requesting and get it directly to them. During that phone call, the XXXX XXXX XXXXXXXX rep and I were told ( for the first time ) that Movement Mortgage 's policy is to place a block on an account that they are researching and that is why my subsequent payments were not being received by them. Both the XXXX XXXX XXXXXXXX rep and I asked them to confirm that my next ( XXXX ) payment which was already scheduled to be sent would not be blocked. They told us it should be fine. It was NOT! My XXXX payment was blocked by Movement Mortgage! 

Bank XXXX XXXX and I continued to call and email Movement Mortgage attempting to remedy this issue. I asked to speak with supervisors and finally spoke with a couple of different people whom I was told were supervisors. As always, I expressed my concern about my credit score being negatively affected. Neither of them were able to help but both of them made promises that didn't happen. I was actually promised in an email ( see attached ) that my credit would not be affected, but this was AFTER they already reported a 30 day late to the credit bureaus causing my credit to drop by a whopping XXXX points!!!! 

I called and emailed Movement Mortgage to tell them I was FURIOUS about the negative credit reporting and that I wanted this reversed, my credit restored and this issue taken care of once and for all. Again, I was told they would research it and get back to me within 3 business days. Since that call was on a Thursday, I had to wait until the next week to get any response. By the following week, more of the same ... NOTHING RESOLVED! Further, my XXXX mortgage payment which was sent to Movement Mortgage ON TIME, was blocked! 

Again, I called XXXX XXXX XXXXXXXX to speak with one of their supervisors for help. His name is XXXX, he was very helpful and we conference called over to Movement Mortgage again. We were transferred and had to repeat our issue each time and were given different information each time. We finally spoke with a supervisor named XXXX ( who apparently didn't have access to any of the information necessary to help us ). The XXXX XXXX  XXXX rep, XXXX, confirmed again that I had NEVER paid my mortgage payments late and he provided account, routing, and trace numbers to the supervisor, XXXX, for each ON TIME payment made to Movement Mortgage. She told us that she would have to leave a message for the supervisor in a different department to reach out to me the next day since this was not something she could help with. She told me XXXX was the supervisor who would contact me. This is the same supervisor I had previously spoken and emailed with to no avail. In fact, she had not responded to my most recent email. And of course, I never heard from that supervisor, XXXX nor ANYONE at Movement Mortgage. 

Now for a little perspective, I am a XXXX XXXX XXXX, have been licensed for nearly 30 years and XXXX XXXX XXXX XXXX XXXX XXXX. I deal with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I have NEVER EVER encountered a company where EVERY SINGLE employee is incompetent, uninformed, non-communicative and untrained. 

Another concerning issue is that even with ALL my years of experience, I am unable to get ANY results ... just imagine the typical consumer who would likely not have any idea about what questions to ask nor where to go for assistance. 

This company should be shut down!!!!!! NO CONSUMER SHOULD EVERY HAVE TO GO THROUGH THIS. I have spent so many hours on this problem that it has become a part-time job ( I don't get paid for ) IN ADDITION TO my full-time job. It has caused me to lose precious time with my young son, it has damaged my credit, it has caused me to be unable to get credit/loans for renovations I am in the middle of, it has caused me sleepless nights and extreme amounts of stress in addition to my already stressful job. And worst of all I am trapped with this TERRIBLE, HORRIBLE, NO GOOD, VERY BAD mortgage company because I can't refinance away from them now that they have ruined my credit! 

PLEASE, PLEASE, PLEASE take away their license to conduct business and protect other consumers from the TORTURE of having to ever deal with this company!!!!!

Company response to consumer: Closed with explanation