Consumer complaint received 2019-09-06
Company: Statebridge Company
State: TN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My contact with this company began on XX/XX/XXXX of this year when I had to call them to fix my acct. no. and was told by Statebridge rep. XXXX that based on my SS # and phone no. my acct. no. was xxxx xxx xxx, and he commented " it is a new acct., so even though you can not yet make a payment on it yet, if you do so by XX/XX/XXXX that should be good. " This was my first, and my last positive contact with this company. What followed were several increasingly frustrating attempts to make payments to this company culminating with my attempts to set up an online acct. through what is, at least to me, a very confusing acct. set up protocol, and a desperate phone call for help that ended when I was told that if I could not give them a name or S.S. # they could find, then they could not help me. I should also add that I suffer from XXXX XXXX XXXX and this has greatly impacted my ability too handwrite or to speak firmly, particularly on the phone. What I was able to do was to write several urgent requests for assistance through Statebridge 's web site portal seeking customer input at XXXX, all of which were, by all appearances completely ignored. I have included one of these appeals in my attachments, and have tagged it as Appeal 1. So, as a result of simply seeing no other way of making payments, I came up with the idea of wiring funds to them through my bank, which is XXXX XXXX. After following all their online instructions for how to wire funds to them, on XX/XX/XXXX, I was elated to find that Statebridge Company had actually cashed my first check I had wired to them, for payments owed to them ''for XXXX, XXXX, and XXXX, for a total amt. due of exactly {$140.00}! Success, or so I thought. My rationale was to assume that facing the realities of one of their customer 's legal name, spelled correctly, the exact property address and zip code, plus the payment of the exact amount owed, to the penny, would override any concerns about a lack of a specific account number, plus given their wired check rule to include the account number for their own bank ( XXXX XXXX ) seemed to justify my simplifying to include my name, the property address and zip code, plus thr exact amount owed. I could hardly wait for my XXXX mortgage statement to arrrive so I could hold in my hand proof that I had finally paid up on what I had owed to Statebridge. 
By late XXXX, my statement arrived, and just like the previous months, I was given exactly {$0.00} credit for having paid my account up to date! How could the same company who had accepted my wired payment of {$140.00} now be giving me no credit on my account? Since this payment I have asked my bank to keep wiring them {$47.00} indefinitely to arrive no later than the first of each month. Since my bank is not permitted (????? ) electronic access to XXXX XXXX they must do so by sending their bank a paper check on or about the XXXX of each month, which they have faithfully done for XXXX, XXXX, and XXXX. What this means, of course, is that while I have paid my 2nd Mortgage in full through XXXX of XXXX, in reality I havc paid {$0.00}, and my account and according to my XXXX statement, you are now 138 days delinquent on your mortgage loan! 
I am also quite certain that as of XXXX Statebridge has been quite busy systematically destroying my and my wife 's credit reports, which is quite possibly the biggest reason I decided I MUST seek the help of an outside government agency like the CFPB to wake this company up. I simply do not trust this company to properly clean up our credit reports by itself.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation