Consumer complaint received 2017-09-28
Company: FRANKLIN AMERICAN MORTGAGE CO.
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XXXX XXXX, XXXX, I mailed a check to Franklin American Mortgage Company for my XXXX XXXX mortgage payment in the amount of {$1000.00}. That check was stolen from the mail and fraudulently cashed at a XXXX Bank ATM. I was notified by Franklin American Mortgage Company that they did not receive my payment through a letter I received in the mail on XXXX XXXX. On XXXX XXXX, I called them to start the process of making another XXXX XXXX payment and also spoke with my bank - XXXX XXXX Bank about how to get the money back and to freeze my checking account. XXXX XXXX needed a form notarized by Franklin American stating that Franklin American did not receive my check dated XXXX XXXX and did not get that payment. On XXXX XXXX, when I called the mortgage company back to check on the status of the notarized form, I was notified that Franklin American would not do anything without a letter from me authorizing them to talk to XXXX XXXX. I sent a letter with authorization on XXXX XXXX. I called back and they did not have my letter, so I sent another letter of authorization on XXXX XXXX. I was promised they would then fill out this form. I checked with my bank every few days to see if they received the notarized form and kept calling the mortgage company for status updates, but did not get anywhere. Each time I called they were unable to tell me a status update, or they would say they did not have the form I needed them to notarize and fill out. I subsequently paid my XXXX XXXX payment on XXXX XXXX, within the grace period, since this had not yet been resolved so that I was not late in making my mortgage payment. I received a letter from the mortgage company dated XXXX XXXX stating they were researching the issue and another letter on XXXX XXXX, that they were unable to locate my missing payment. On XXXX XXXX, I re-sent an authorization letter and the form I need Franklin American to notarize via fax to Franklin American because they could not locate the previous ones I sent. When I called back again, I was told they needed a police report to be able to fill out my form. On XXXX XXXX, I filed a police report and on XXXX XXXX, when the police report was ready, I faxed it to both my bank and Franklin American. I was then told I needed to deal with the XXXXranklin American New Jersey office ( instead of their call center in Arizona XXXX and was given a name to call there to follow up. I called several times with no answer. On XXXX XXXX, I received a call back and XXXX XXXX from Franklin American stated she was having the executives fill out my form and notarize it and she would call me back the next day. I did not hear from her, so I called back several times leaving messages each time. I also checked with my bank to verify that they had not received anything. On XXXX XXXX, my bank had still not received anything, so I called Franklin American again and spoke to XXXX XXXX who said she would call me back within XXXX hours. When I did not hear back from her, I called back again and spoke with XXXX XXXX from Franklin American. It is now XXXX XXXX, almost XXXX months from my original request and am still waiting for Franklin American to fill out and notarize a form stating they did not receive the payment in question and send it to XXXX XXXX Bank so my bank can work with XXXX Bank to get back the fraudulently cashed payment.

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