Consumer complaint received 2021-08-06
Company: Zillow Group Inc.
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We refinance our mortgage with Zillow XXXX XXXX in XX/XX/XXXX. Our first payment was due XX/XX/XXXX. We paid this via check sent from our bank on XX/XX/XXXX but the company said as of XX/XX/21they had not received it. So we paid again on XX/XX/XXXX to avoid a late fee or being reported to the credit bureau. A week later, we received a statement reflecting both payments and a letter stating our loan had been sold to XXXX XXXX ( XXXX ). 

Our first statement from XXXX stated that we owed for XX/XX/XXXX, which was not accurate since one of those XXXX payments should have been credited as the XXXX payment. 

Here is the history of what we have done to try to resolve this issue : XXXX XXXX Call to XXXX  to clear up the incorrect principal balance, since their statement did not line up with our XX/XX/XXXX Zillow XXXX XXXX  statement. 
XXXX XXXX Call to Zillow XXXX XXXX to request a full account statement and proof that they had sent both XXXX mortgage payments to XXXX . 
XXXX XXXX Follow-up call to both companies. Nothing had been resolved with either one. Zillow requested a copy of our bank account statement that showed transactions. Said they would get back to us in 2-5 business days. Sent email with all supporting documents to given customer service emails. 
XXXX XXXX Called Zillow as no response to last call or email. One agent confirmed that on XX/XX/XXXX the payment was forwarded to the new servicer. Another agent said payment was sent XX/XX/XXXX. They referred the case to the Cashier dept. and said it would take 24-48 hours to process and also to the service release team which could take up to 10 days. Said they wold put acceleration on issue. 
XXXX XXXX Called XXXX- they confirmed the original payoff was received on XXXX XXXX. Said they had not received anything since XXXX XXXX from Zillow and gave us the correct address for Zillow to forward the missing payment. Called Zillow to address the fact that XXXX had not gotten the alleged check sent XX/XX/XXXX and to confirm the address. They confirmed they sent the check on XX/XX/XXXX to the correct address. Case referred to the internal cash department. 
XXXX XXXX Called Zillow- they had no updates on the case. Called XXXX- our complaint was escalated and told someone would be in touch. 
XXXX XXXX Received a voicemail from XXXX . Called XXXX  back and no one could tell us who called or why they called. Never received another call from them. Received an email from Zillow- XXXX XXXX stating she escalated our case. 
XXXX XXXX Called XXXX- they were able to confirm that they recieved a check from Zillow on XX/XX/XXXX in the amount of XXXX ( not {$2200.00} as Zillow stated the check amount was for ) for an escrow adjustment. In order to trace the mortgage payment check they would need transmittal number and/or front and back copy of check from Zillow. Called Zillow to request that information. Our request was submitted to their research department. 
XXXX XXXX Called XXXX- They asked us to fax a letter of complaint. They called 2 hours later and apologized for the lack of assistance and escalated our case. 
XXXX XXXX contacted XXXX XXXX at Zillow XXXX XXXX  for an update. She emailed back saying there was no update or resolution to our case.

Company response to consumer: Closed with explanation