Consumer complaint received 2016-12-01
Company: WESTERN UNION COMPANY, THE
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
would like to file a formal complaint against XXXX XXXX XXXX, because of their actions, and the withholding of my Mortgage payments which they continue to withdraw from my checking account. Although they do not send it to the proper lender to pay my mortgage nor will they send it back to me in a timely manner. This is causing me time, aggravation, late payments, multiple payments required to be paid at once causing me a financial strain and ultimately due to no fault of my own to have negative references on my credit report because they did not do their job correctly. On XXXX XXXX, 2016 my Lender changed servicers, and the address changed. That day I faxed the correct new address to them. On XXXX XXXX 2016 they acknowledged they received the correct updated address and assured me that the account had been updated. 
I was then contacted by my mortgage lender who informed me that they still had not sent the payment to the updated address. On XXXX XXXX 2016 they informed me that yes they have been taking funds from my checking act, but threw a three way call with the lender we confirmed that they still were not sending the funds to the updated address, even though at that point the supervisor assured me that they had the updated address. She then informed me that it would take 10-15 business days for her to contact the " Back Office '' in order to track down where my funds were being sent to? 
On XXXX XXXX 2016 I spoke to supervisor XXXX to follow up and see if they had finally resolved the problem? She informed me that NO action had been taken. So I demanded to know where the funds that have been being pulled from my checking account are since they are not being sent to the updated address that she confirmed they have on file. " She could NOT answer that question? '' The incompetence of their company is unprecedented, and they still have not sent my mortgage payment to where it belongs for three months after the change of address was verified, even though they continue to pull funds from my checking account. 
The last time they sent my Mortgage payment to the correct address was XXXX XXXX 2016. They also continued to pull {$540.00} six more times without sending it to the correct address that they verified I sent them on XXXX XXXX Via Fax. 
Send me a refund check for the total amount they withdrew from my checking account, {$3200.00} On XXXX XXXX they confirmed that they received the funds back from XXXX. They then informed me that it would take 7 to 10 business days turn around to return my funds. That would make the latest date that the funds should be returned into my account XXXX XXXX. That date would have my mortgage in the rears for three months even though they had the funds, and did not send them to the proper address or back to me. This has caused me inevitable financial hard ship, XXXX, over 40 man hours of time and aggravation, and ultimately will cause me to have negative hits on my credit report due to their incompetence, lack of attention to detail, or them purposely trying to sabotage my good standing name and credit score? 
They have continued to push out my requests for compensation, and have not followed through on anything they have said they were going to do concerning fixing this problem. There for I strongly believe they will continue not to perform, or resolve the discrepancy by or on XXXX XXXX even though that more than covers the allotted seven to ten business days they said they would need to reimburse me. I want all of this documented ahead of time so that when they do not live up to their obligations, it has already been documented, so this does n't happen to another consumer, and so that my XXXX will have something to look at moving forward with with this case. Please contact me with any questions, concerns or advice on how to resolve this egregious error on their part.

Company response to consumer: Closed with explanation