Consumer complaint received 2022-04-08
Company: Movement Mortgage LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX writing due to payment errors on the part of Movement Mortgage for my mortgage account and my unsuccessful efforts to resolve this with customer service. The following are the facts of this case along with copies of all correspondence from Movement Mortgage. 



1 ) In XX/XX/XXXX I received a mortgage statement saying that I only owed {$1700.00} for my XX/XX/XXXX mortgage payment. I wasnt sure why it was less than normal, but the statement included an overpayment of XXXX. I paid the requested amount XXXX on the due date. 

2 ) In XX/XX/XXXX I received my XXXX statement saying I owed XXXX. Including a XXXX late fee. I called customer service and after an hour on the phone with the representative conferring with her supervisor I was told that this was resolved and the XXXX was pulled from my principal to cover the arrears. I asked for a refund of the XXXX and I received a letter stating that amount was refunded. At that point I understood the problem was resolved. The customer service representative recommended I delay a few days to make my XXXX payment to be sure the update would take place on my account. I made the payment on or about XX/XX/XXXX for my normal monthly payment of XXXX. 

3 ) In XXXX I received a statement saying my normal monthly payment of XXXX was due XX/XX/XXXX ( XXXX ). I paid that amount on time. There was no indication on that statement that my account was in arrears. 

4 ) On XX/XX/XXXX I received a phone message from customer service asking me to call them regarding a problem with my mortgage. I called XXXX and explained what I just stated above. She said that though it wasnt my error I had to pay back immediately the {$1100.00}. I explained that I was told this was settled back in XXXX and she said the bank learned it was not settled. I asked to speak with her supervisor and on XX/XX/XXXX was able to speak with XXXX, who held the same position and said my only recourse was to go to collections to resolve the problem as they had no ability to help me further. I didnt want to go to collections because I hadnt done anything wrong, but had made all payments as requested. I then asked to speak with her supervisor. She advised her supervisor was too busy to speak with me, but she would have them call me. They never called. I checked back to speak with the supervisor on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I was told each time there was a message in for the supervisor to call me. 

5 ) On XX/XX/XXXX I received a notice that my loan was in default for the XXXX plus another XXXX late fee. I was never notified in writing the loan was in default previously. My last notice was the XX/XX/XXXX bill saying only my monthly payment was due. 

6 ) After numerous attempts to resolve this issue with loss mitigation I decided just to resolve the banks error and sent a check from my XXXX XXXX XXXX XXXX XXXX account for {$1100.00}, which arrived at Movement Mortgage on XX/XX/XXXX. I sent my regular payment of {$2800.00} through my web bill pay on my checking account through XXXX XXXX XXXX which arrived on XX/XX/XXXX ( the due date ). 

7 ) I received a call from Movement Mortgage collections department saying the {$1100.00} was received yesterday and returned to my bank. ( It was returned to my account 6 days later ). It was returned to my bank because it was a partial payment. Only one check is accepted for the total amount due. I waited for the XX/XX/XXXX payment to be returned to XXXX XXXX XXXX and it was not returned. On XX/XX/XXXX I contacted Movement mortgage and was advised no payment was received on XX/XX/XXXX from XXXX XXXX XXXX. I was advised to email a copy of my web bill pay statement, which I did. On XX/XX/XXXX I was notified the statement was not sufficient and I would need to submit a cancelled check. I called Movement Mortgage and was advised I needed to give them a tracing number. Today I called XXXX XXXX XXXX, got the tracing number and called back to Movement Mortgage advising them of the tracing number. They said it would take 3-4 days to process the trace and I should call back to check on it. 

8 ) The incompetence of Movement mortgage is immense. The errors multiple. I have invested an enormous amount of time and loss of sleep due to their incompetence. To date I assume I am still in default though I have made every payment as requested by Movement Mortgage.

Company response to consumer: Closed with explanation