Consumer complaint received 2023-02-26
Company: BETHPAGE FEDERAL CREDIT UNION
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX XXXX, I visited your XXXX XXXX because I got an invoice from my insurance company saying that my homeowner insurance was not paid by Bethpage. 
I met with the assistant manager XXXX XXXX who assured me that he will make sure my insurance is paid from my escrow account since it was escrowed since the day of closing. From my understanding, a check was sent on XX/XX/XXXX to my insurance company and XXXX provided me with a XXXX tracking number which I ended uncovering was not valid. I called my insurance company on XX/XX/XXXX and then XXXX to let him know that the tracking number was wrong. He called me the same day and gave me me a totally different tracking number. This check was supposed was supposed to be overnighted but it was sent to their XXXX XXXX XXXX which I had to also bring to his attention. No one from Bethpage took the time to call my insurance company to see if they can get XXXX XXXX address. I did not hear from anyone from Bethpage at this point so I called my insurance company again on XX/XX/XXXX and they informed me that they did not receive payment. I reached out to XXXX again who told me that he needed to do further research before he can tell me what happened. I did not hear from him that day so I reached out again on XX/XX/XXXX to let him know that it now has been almost 2 weeks and I still had not heard anything from Bethpage. He responded that Bethpage is aware of the severity of the issue and they are working on it. This whole time, I was checking the tracking number that continued to say the check was in transit. 
I decided to call XXXX myself and to my surprise, they told me that the check was sent back to Bethpage on XX/XX/XXXX at XXXX and someone by the name of XXXX signed for it. I was so upset at this point that I had more information than your own employee XXXX. 
His response was that you do not handle these transactions in the branches but he will have someone check with the mailroom to see where the check is. Later on that day, he shocked me with more embarrassing news which is that the XXXX tracking number that I was referencing was of a label that was shredded by an employee whom realized that the address was a XXXX XXXX XXXX and that the check was actually sent via USPS priority mail and was delivered to my insurance company on XX/XX/XXXX at XXXX. 
I had to ask him for the new tracking number and information on where it was sent as my insurance company still had no record and that my policy was canceling on XX/XX/XXXX. 
Through further back and forth, the check had to be canceled by Bethpage because the insurance company said that since it was sent to a XXXX XXXX XXXX it would not reach them in time and that I should send it to a street address that I was provided with so it can be overnighted to prevent further delinquency. 
A new check was now sent to a local broker for my insurance company on XXXX. I waited again hoping to just hear that this check finally made it to my policy. I now was provided with a new XXXX  number which I checked on XXXX and noticed that it was delayed ( again ). I reached out to XXXX to ask if anyone was checking on this check because he never proactively called me or emailed me. 
XXXX offered me the option to process a new check to my local broker who had to go pick it up from your branch, on his own time. On XX/XX/XXXX, the check ended up being returned due to " insufficient funds ''. 
Again, I had to call my insurance myself to find out this info. 
Sadly, to this date, I called both my broker and my insurance company, and no one has record of this check. XXXX told me that the last check should have cleared electronically with no issues but my insurance company is insisting that they were not able to process this check electronically. 
XXXX 's newest solution is for him to process a new check ( again ) and send it to my insurance company except that he sent it for the wrong amount since now my premium included penalties. This is truly the definition of insanity!! He is doing the same thing over and over and over again. How do we know that the new check is not going to be returned for the same reason?

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