Consumer complaint received 2020-10-22
Company: Movement Mortgage LLC
State: MA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
We took out a mortgage with Movement on XX/XX/XXXX. Our first payment was due XX/XX/XXXX, I received a letter sometime in XXXX that our mortgage had already been sold. I paid that company in XXXX. On XX/XX/XXXX our mortgage was apparently sold to another company. The letter did not come in the mail until XX/XX/XXXX ( I have a certified mail email showing the date the post office received the letter and delivered it to us ). I had already mailed out a check to the previous lender. I called the previous lender, they claimed they would not be cashing the check. I called XXXX  XXXX XXXX and placed a stop check. I then proceeded to pay online to the new company because I did not want my mortgage to be paid late. XXXX  XXXX  received the paper check that was paid to the other company and they proceeded to cash that check, and then take my debit payment that I made through the app. I called them and asked for one payment to be returned to me. I had also called XXXX  because I paid for a stop check and they still allowed the check to be cashed! They put in a claim for me due to this being an error. They also refunded me my money. At this point in time, I had now received a refund from both parties and my mortgage for XXXX had not been paid. XXXX XXXX then tried to cash that check a second time, and obviously it bounced, I do not have two months worth of my mortgage in my checking account and the money had not yet been refunded to me. I immediately called and tried to straighten it out. Finally, on XXXX everything with XXXX and Movement was straightened out and I was able to call into Movement Mortgage and make a payment over the phone. It was direct payment with my checking account number & routing number. That payment deducted from my account on XXXX. That payment was for XXXX. On XX/XX/XXXX I made a payment on the movement mortgage app that was directly from my checking account. That payment was for XXXX. I have been called every single day to be told that my XXXX mortgage is not paid. XXXX has also sent me certified proof that my mortgage has been paid on XXXX & XX/XX/XXXX. I have called at the LEAST every other day, most weeks I call every single day. I have recorded every call log that I have made to movement mortgage to straighten this out. Every single representative I speak to says a completely different thing. Yesterday I spoke with three different representatives who all said I would receive a call back yesterday, no one ever called back. At one point yesterday I was told that one of my XXXX payments was for XXXX, out of the 18 people I have spoken to I have yet to hear that one. I wasn't even a customer of this lender in  XXXX and I have proof of every single payment made ( including the XXXX payment which is also attached ) Not a single person has been able to tell me where the XXXX payment went. Every person says the XX/XX/XXXX payment was applied to XXXX, but that makes no sense. XXXX has confirmed multiple times the money has been deducted from my account. I am very displeased with how my business with movement has been handled. This has been the absolute worse experience and the people working for this company seem to be less than educated because not a single person can direct us in the right place as to where that XXXX payment went. I have called multiple times today and are placed on hold, or hung up on. No one can tell us where our money is.

Company response to consumer: Closed with explanation