Consumer complaint received 2019-01-29
Company: The J. G. Wentworth Company
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX at XXXX XXXX a qualified written complaint letter with all emails, web service inquiries and faxes sent to date was mailed via priority mail express overnight service to the following address : Attn : Complaint Management, XXXX XXXX XXXX, XXXX, NJ XXXX. Package was sent with signature requested, a scheduled delivery date of Wednesday XX/XX/XXXX XXXX XXXX, and USPS Tracking # XXXX. Below is the qualified written complaint letter.

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - To Whom It May Concern ; Please find enclosed everything that has been sent to date to J.G. Wentworth for investigation of my notifications of error. This letter is a qualified written complaint.

A notification of error was advised to J.G. Wentworth on XX/XX/XXXX via phone. As of XX/XX/XXXX there has no indication of resolution with the response that the error is still being researched.

On XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX, ACH draft withdrawals in the amount of {$3600.00} on each date were sent from my XXXX  checking account directly to J.G. Wentworth and were not applied to loan XXXX which is property address XXXX XXXX XXXX XXXX XXXX XXXX XXXX.

On XX/XX/XXXX, I alerted J.G. Wentworth that ACH payments were made via phone and was advised to fax my banking statements for investigation of this notification of error. I was advised to title the subject line as payment verification.

Banking statements for XXXX, XXXX  and an XXXX  mobile copy of XX/XX/XXXX ACH withdrawal were faxed to ( XXXX ) XXXX  ( loan workout department ). Fax information was sent on XX/XX/XXXX as follows : XXXX XXXX ( XXXX  XX/XX/XXXX {$3600.00} payment verification ), XXXX XXXX ( XXXX  XX/XX/XXXX {$3600.00} payment verification ), and XXXX XXXX ( XXXX  mobile copy of XX/XX/XXXX ACH withdrawal ).

On XX/XX/XXXX, I called J.G. Wentworth and was advised that the statements were received and were being researched with me to receive notification of error status on or by XX/XX/XXXX. Also, on XX/XX/XXXX, I sent a Web Service Inquiry with reference number XXXX submitting the same information that was faxed on XX/XX/XXXX and requesting the notification of error be addressed, so that I could make the XXXX   payment as the representative on the phone advised me that only a payment of {$13000.00} could be made.

On XX/XX/XXXX, Web Service Inquiry with reference number XXXX advised via Staff Account XXXX XXXX that my inquiry is being acknowledged and is being researched at this time with an anticipated 10 day response time.

Due to not receiving a status update as well as XXXX banking statement being released, I resent banking statement faxes on XX/XX/XXXX. Faxes were sent as follows : XXXX XXXX ( XXXX  XX/XX/XXXX {$3600.00} payment verification ), XXXX XXXX ( XXXX XX/XX/XXXX {$3600.00} payment verification ), and XXXX XXXX ( XXXX XX/XX/XXXX {$3600.00} payment verification ). Also, on XX/XX/XXXX, Web Service Inquiry with reference number XXXX was created providing notification of error and requesting resolution as well as request for information of how to make my XXXX   payment.

On XX/XX/XXXX, Staff Account XXXX XXXX via Email replied to Web Service Inquiry with reference number XXXX noting inquiry is acknowledged and being researched with an anticipated 5 day response time.

On XX/XX/XXXX, I called and was advised the faxed payment verification information/notice of error was just received on XX/XX/XXXX with research anticipated completion on or by XX/XX/XXXX.

On XX/XX/XXXX, Web Service Inquiry with reference number XXXX was created, " I am unable to view e-Docs. This needs addressed and/or disable with all documents mailed to me. '' On XX/XX/XXXX an additional Web Service inquiry of reference number XXXX was created to advise that prior reference question of XXXX is stating resolved which is incorrect.

On XX/XX/XXXX, additional information was uploaded of banking statements to Web Service Inquiry with reference number XXXX.

I called on XX/XX/XXXX and was advised that customer service is the only department able to assist me and should forward my documentation via email to be researched. An email was created and sent to XXXX with notification of error, providing supporting banking statements, and request for status. This email was noted as question reference # XXXX. Also, Web Service inquiry of XXXX was updated to resolved due to being able to view online Documents.

On XX/XX/XXXX an email was sent to XXXX advising of notification of error, providing supporting banking statements, and request for status. This email was noted as question reference # XXXX. Response by XXXX XXXX was that my inquiry was acknowledged, being researched and should have an anticipated 10 business day response time for question reference # XXXX 's issue.

XXXX XXXX on XX/XX/XXXX at XXXX XXXX responded to question reference # XXXX. She advised that J.G. Wentworth is unable to locate the payment and requested a copy of the front and back of my cancelled check or if a bill pay service was utilized to request a copy of the electronic transmittal form or front and back of cancelled check. Ms. XXXX advised that copies of bank statements are not sufficient proof that funds were received and will not be accepted. Upon receipt of this information, we can determine if we received the funds. I was advised to fax the information to XXXX, Attention : Research Department. On XX/XX/XXXX, an email was sent to XXXX, XXXX, and XXXX with attachments of banking statements and electronic transaction forms for XXXX, XXXX, and XXXX, notification of error and request for information of status. Email sent to XXXX failed to send. An email from XXXX advised of Question Reference # XXXX  was created with anticipated response of 24 hours.

An 18 page fax was successfully sent on XX/XX/XXXX at XXXX ( GMT ) with my banking statements as well as the electronic transmittal forms for each payment.

On XX/XX/XXXX, Web Service inquiry of XXXX was addressed by XXXX XXXX via email advised at XXXX XXXX that copies of bank statements are insufficient proof that funds were received and will not be accepted. I was advised to fax information to XXXX, attention : Research Department with a copy of the electronic transmittal form. On XX/XX/XXXX, I sent an email to XXXX with notification of error, supporting banking statements and electronic transaction remittal and requesting information of status which resulted in question reference # XXXX. An email was also sent on XX/XX/XXXX to XXXX with notification of error, supporting banking statements and electronic transaction remittal and requesting information of status which resulted in question reference # XXXX. Question Reference # XXXX   and # XXXX advised a response should be received within 24 hours. On XX/XX/XXXX, Web Service inquiry of XXXX  was created advising of notification of error, providing banking statements and electronic transaction remittals, and requesting information of status.

As of XX/XX/XXXX, I have received no indication of investigation of notifications of error researched status. I called J.G. Wentworth on XX/XX/XXXX and made my XX/XX/XXXX and XX/XX/XXXX payments which are due but was advised these payments will likely be applied to my XX/XX/XXXX and XX/XX/XXXX payments which were made by ACH and are not being recognized at this time. Please investigation my notification of error and correctly apply my XXXX, XXXX and XXXX payments as well as the two payments for XXXX  and XXXX  made today.

Please investigate and correct the ACH payments as well as provide documentation that the payments have been correctly applied. Please correct my credit report upon recognition of my notification of error as well as waive my late fee for XXXX  as I was unable to make the payment due to " research '' of the notification of error. I am requesting additional information regarding your investigation/research findings to be made in writing as well as any additional information needed to correctly address my notification of error as well as advise me how to proceed forward. My bank advised they would be willing to have a three way call to answer any questions regarding the transaction you may have to assist with your research.

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -End of Letter, below is additional information On XX/XX/XXXX, I received an email from XXXX which confirmed payment was received and processed on XX/XX/XXXX in the amount of {$6600.00} but applied to month due of XX/XX/XXXX. Payment was for XX/XX/XXXX andXX/XX/XXXX as prior months of XXXX, XXXX, and XXXX were paid via ACH from my XXXX banking account to J.G. Wentworth and are not being recognized by J.G. Wentworth at this time.

Company response to consumer: Closed with explanation