Consumer complaint received 2019-02-15
Company: MidAmerica Mortgage Inc
State: NE
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Being a XXXX XXXX XXXX Veteran in Nebraska, I received a Homestead Exemption for XXXX, which eliminates my property taxes. I received an email from Mid-America Mortgage , Inc. on XX/XX/XXXX acknowledging that they received my Homestead Exemption form and my mortgage payment would be recalculated. I did not receive a new payment amount until XX/XX/XXXX by mail. My payment was due on XX/XX/XXXX, so I made my previous full payment of {$2100.00} on XX/XX/XXXX, which ended up being an overpayment of {$540.00}, because of my new payment of {$1600.00}. Mid America Mortgage applied the overpayment of {$540.00} to the principal of the mortgage without my permission or approval. After receiving the new payment amount on XX/XX/XXXX, I contacted Mid America Mortgage asking for my overpayment to be refunded. On XX/XX/XXXX, I called their customer service and was told I had to email my request in order to receive it back. After waiting a couple weeks, I called customer service on XX/XX/XXXX and was told I needed to send another email with my Homestead Exemption tax form attached, which I did that day at XXXX. After still no refund, I called again on XX/XX/XXXX. I was given the run around, but was finally told that I needed to send them my bank account statements proving that my XXXX and XXXX mortgage payments cleared from my account and to request my refund check be overnight delivered to me because of the amount of time I have waited for it. They said once I sent them my bank statements and received a response email with an XXXX number to contact them immediately. I received that information and contacted them back an hour or so later. I was told they reviewed all of it and had everything they needed. I was told the supervisor expedited everything and I should receive the check on Tuesday XX/XX/XXXX. After still no refund check, I called customer service again today, XX/XX/XXXX, and after 45 minutes was told that they didnt know what was going on and they would call me back in 3-5 more days to tell me whats going on. If and that is a big if, they call me next week to tell me whats going on, that will be going on 7 weeks since my initial request for my refund was made. Then, if they actually do get whatever figured out, it will have taken approximately 2 months since I first requested my refund. I have sent them everything they have asked for and have followed up repeatedly. Unfortunately, they have not done the same. Im sure they recorded all of the calls that take place, so I will guarantee everything I have told you is 100 % accurate. I have asked for other contact numbers or other managers to speak to, to find out whats going on and have been told there are no other numbers to call or people to talk to. They said they only have contact via email with other departments, but no direct phone numbers or communications with any other departments. According to them, the only people that I can speak to are themselves, which have failed Me repeatedly. I have zero trust or faith in them whatsoever. I am stuck in a vicious cycle with nowhere to go or anyone to help me get my refund. Mid America Mortgage , Inc.s customer service has completely failed taking accountability for incompetence and taking care of a simple request for an overpayment refund of {$540.00} to a XXXX XXXX XXXX XXXX XXXX XXXX Veteran from the United States XXXX XXXX that was made about 6 weeks ago. If I only made a partial mortgage payment excluding the {$540.00} they owe me, I guarantee they would be contacting me and/or reporting it to the Credit Agencies negatively effecting my credit scores. However, they do not want to give me the money that is rightfully owed to me. Please help me get my {$540.00} refund!!! Im at a loss and really need your help!

Company response to consumer: Closed with explanation