Consumer complaint received 2017-07-09
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: NY
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
For the last 3 months ( statement dates XXXX XXXX - XXXX XXXX ) my HELOC statements have been showing a past due amount which has been increasing my payment amount due. I have never been late on any of my payments and always sent in more than what was due. When I received the statement for the XX/XX/XXXX payment, it showed I had a past due amount of {$230.00}. I called the bank as I had made the previous months payment on XX/XX/XXXX. The amount due was {$230.00} and I made a payment of {$250.00}. The representative advised that there was a payment sitting in suspense which he would have applied and that I did n't even have to make a payment for XXXX, I told him I still wanted to make a payment in May and he advised that I should make a payment of {$160.00}. I also requested that a payment history be sent to me as I felt my payments were not being applied appropriately. So on XXXX I made the payment through my banks online bill payment for {$250.00}. The following month when I received the XX/XX/XXXX billing statement it showed yet again that I had a past due amount of {$160.00}. I called the bank again and spoke with a XXXX in the bankruptcy department who than transferred me to an XXXX in customer service. XXXX advised me she did n't know what was going on with my account as she did n't understand the payment history and that the bankruptcy department advises how to apply payments. She stated that it looked like I only had a payment due of {$90.00} as there were funds in suspense. XXXX advised that the next statement should show that the account is all squared away. Well I received the XX/XX/XXXX payment statement and it shows again that I have a past due amount of {$190.00} and a finance charge of {$180.00} for a total amount due of {$380.00}. So I pulled out all the statements I have saved to date and wrote down the payment dates and amounts to try and match to the payment history that was sent to me and could not follow how my payments were coming in or being applied. I sent in a payment XX/XX/XXXX for {$200.00} and on XX/XX/XXXX for {$250.00} that I could n't see in the payment history as all the other payments showed an effective date of transaction on the payment history. There are XXXX XX/XX/XXXX transaction dates that show a XXXX tran for a payment of {$160.00} and the other a XXXX  tran for a principal payment of {$85.00}. Also in reviewing the payment history that was sent to me which was from XX/XX/XXXX through XX/XX/XXXX I see that for the months of XXXX & XXXX  payments, the payments spiked to over {$300.00} due which is not in line with the normal payments due. I do understand that my HELOC is not a fixed rate but do n't understand the payments jumping that high for these 2 payment. The other thing I noticed in this history is that only 8 principal payments have been made in the 3 years, where has all the additional money I have been sending been applied? I also see a XXXX tran for F/C and B/R Expenses for {$650.00} on XX/XX/XXXX which was around the time I filed CHXXXX  bankruptcy, was this paid out of a non-recoverable account? My monthly payments to your bank are paid outside of the CHXXXX plan.

Company response to consumer: Closed with monetary relief