Consumer complaint received 2020-07-02
Company: MidAmerica Mortgage Inc
State: IA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
Upon closing of the purchase of our house in XX/XX/2020, our mortgage loan was immediately sold by the originator to Mid America Mortgage ( MAM ) of XXXX, TX. They have quickly established themselves as the worst mortgage servicing company I have ever dealt with. 
To begin, once we had account information from MAM, I immediately worked to set up an online account with them in order to pay my bills electronically. This was extremely difficult to do. I spoke with customer service on two occasions. They were very nice and tried to help. But, because of either lack of training or lack of permission, they could do nothing for me. They told me to email customer service ( apparently a different department or level ) to get my electronic account set up. 
It took multiple emails with multiple screenshots ( several hours over approx. 3 days ) for my account to get set up and activated. As the deadline for my first payment was approaching ( XX/XX/2020 ), I wrote a check and sent it by mail hoping it would arrive in time. Finally, my account was set up and it seemed the problem was solved. 
Near the end of XXXX, I had not yet received a statement. I again called customer service. They said, That I had opted for electronic statements ( false! I never opt for electronic statements ) ; and that in order to receive paper statements I would have to change that via my online account. I went to log into my online account and it wouldnt let me in. Called customer service again, they said choose change password and try again. I followed that procedure and was directed to answer a series of security questions that I had previously set up. Didnt work. After multiple emails and screenshots ( again ), I was finally able to get into my account. I made my first electronic payment prior to XX/XX/2020 ). 
To make my XXXX payment, it took multiple attempts to access my account, but I was eventually able to login and make my XXXX Payment. However, just recently when I tried to login to make a XXXX payment, I had the same problems that I experienced before. Again, I called customer service but they were unable to help me and said I needed to email customer service. More screenshots and another email. While I was waiting for a response, I continued to try and get into my account. Eventually I was successful and made my XXXX payment electronically. 
The previous email that I sent was an angry email! Not abusive, but angry. The response that I received from customer service was to close my electronic account! This is the same account that took parts of several days to set up! This is no longer poor customer service this is customer abuse! Here is the email exchange : Me : EVERY TIME I try to get into your website to make a payment I have problems. Passwords ( I keep meticulous records of these ) DO NOT WORK. When I try to reset my password, the answers to my security questions DO NOT WORK. You have the WORST website of ANY financial institution that I do business with. Today, again, I had the same problems. I called customer service and they sent me a link to reset my password. Screen shot 1 shows that I checked off all of the appropriate protocols for a usable password. Screen shot 2 shows that the reset failed. I have tried MULTIPLE times with two different browsers ( XXXX & XXXX ) .GET THIS FIXED!!!! 
XXXX XXXX MAM Reply : Hi XXXX, This email is to confirm that the account XXXX ' has been closed for Mid America Mortgage.

Thanks!

I never asked for my account to be closed. Quite the opposite - I wanted to be able to access it. How can a mortgage lender/servicer be allowed to do this? I have an obligation to make monthly payments in a timely manner, and they seem to be purposely making it as difficult as possible to do this. It seems as though this should fall under predatory lending as my mortgage servicer is actively working to prevent me from paying my mortgage on time. I am hoping you can help me.

Company response to consumer: Closed with explanation