Consumer complaint received 2017-11-02
Company: WESTERN UNION COMPANY, THE
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Here is my response to Western Union who is the parent company of XXXX XXXX I am writing in response to complaint reference XXXX You indicate that you no longer retain the records regarding the setup of the payment schedule. 

This contradicts the people I spoke to at XXXX XXXX who indicated that the records did exist and they were in the process of mailing them to me. Of course, they never followed through. 

I find it very hard to believe that the basis for your entire service ( i.e. the mortgage payment schedule ) is no longer available, that you destroyed the records. What would you do if there was a discrepancy. How would you answer questions if you destroyed the records? 

Likewise, I challenge your comment that 'everything was working as designed '. How can you say that when you are also saying that you destroyed the original records regarding the mortgage payment method. What are you basing your comment on? It was working as designed based on 'What '???? 

I contend that you set up this payment schedule without my input and without my approval. I was lead to believe that it would save me four years on my mortgage and it only saved me one year and you now have no records to validate your contention that everything is working as intended. 

Lastly, in your response, you provided a phone number ( XXXX XXXX ) to speak with a person. No one is available on this extension to speak. The only communication is via email which indicates how poorly you have serviced this business. 

I would like to speak to a person. My cell is XXXX XXXX XXXX XXXX Here is the original complaint I have a mortgage with XXXX XXXX for my property at XXXX XXXX XXXX XXXX, PA XXXX. The loan number is XXXX and was originated in XX/XX/XXXX. It is a 15 year mortgage however I opted for an accelerated payment schedule whereby I would pay twice a month. I was told by my mortage broker that this would reduce 4 years off the length of my mortage. 

I have been paying consistently on this loan and expected that it would be satisfied in XX/XX/XXXX I made a series of calls to verify and discovered that the loan will not be satisfied until XX/XX/XXXX. 

At the time of the loan origination XXXX XXXX had a contractual relationship with XXXX XXXX to manage the accelerated payments. I was not aware of this until I called. As far as I was concerned they were one in the same. 

I have never been given a scheduled for the accelerated payments. I never signed or approved of the schedule. I would not have accepted this if it only saved one year on the length of my mortgage. Paying twice a month was a sacrifice and I would not have done it to save one year on the length of the mortgage. 

I have issued complaints to both parties. XXXX XXXX does not acknowledge any ownership in this. They believe XXXX XXXX is at fault. XXXX XXXX does not respond to the complaints. XXXX XXXX has since severed their contractual relationship with XXXX XXXX which, I believe, is integral to this complaint Both of these parties are clearly in violation of fair lending practices. I am entitled to see the payment schedule that I supposedly approved and neither entity will provide it. 

Additionally, I am referencing the disposition of an XXXX XXXX fraudulent claim. Pursuant to this action, I am entitled to damages. 

CFPB Takes Action Against Mortgage Payment Company And Servicer For Deceptive Ads XX/XX/XXXX Consumers Deceived by XXXX XXXX XXXX to Receive {$33.00} XXXX XXXX XXXX The Consumer Financial Protection Bureau ( CFPB ) took action today against Paymap Inc. and XXXX XXXX XXXX for deceiving consumers with advertisements for a mortgage payment program that promised tens of thousands of dollars in interest savings from more frequent mortgage payments. Under the terms of the orders announced today, Paymap will return {$33.00} XXXX in fees to consumers and pay a {$5.00} XXXX civil penalty to the CFPB, and XXXX will pay a {$100000.00} civil penalty. 
Deceptive advertising has no place in the financial marketplace, said CFPB Director XXXX XXXX. Todays action is delivering relief for consumers deceived by Paymap and XXXX, and sending a clear message that these practices will not be tolerated. 

I will continue to file complaints until one or both of these parties provide the information that I am entitled to. 

XXXX XXXX XXXX

Company response to consumer: Closed with explanation