Consumer complaint received 2020-02-11
Company: TCF NATIONAL BANK
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I contacted a party in the Loan Service Center to  request a new mortgage coupon book because it would run out by XX/XX/XXXX. Loan Service Center stated they would look into it. I never received a call back or email explaining this situation. On XX/XX/XXXX, I received a bank statement showing my payment for the mortgage and I contacted Loan Service Center to ask about the coupon replacement book. At that time the party in the Loan Service Center said they no longer issue coupon books that I will receive monthly statements in replace of the book. I continued to use the coupon book until end of XX/XX/XXXX, however I never received another mortgage statement. I called twice in the month in XX/XX/XXXX and XX/XX/XXXX about the mortgage statements that I haven't received. I never received a return call or email on my concerns. I contacted Loan Service Center again XX/XX/XXXX because I had no coupons left and no statements and needed to know what I should do. The party within the Loan Service Center stated to write a check and put my mortgage account number on it and mail it. I had to write a check and include my mortgage account number for 2 months in because I had no statement. They were to return the call, email in regards to this and they didn't. Again in XX/XX/XXXX, I contacted the Loan Service Center about monthly statements I was not receiving and they could not give me a good explanation to why but will look into it. I received a letter from the Bank either the end of XX/XX/XXXX to beginning of XX/XX/XXXX that i was in jeopardy of foreclosure due to lack of payments. I immediately went into my Bank in regards to the letter. The Assistant Bank Manager made a few telephone calls and spoke to another party verifying that yes I was missing a few payments. I had brought copies of cleared checks showing that my payments were made and the Bank Assistant indicated to the other party on the phone that she had proof of payments. The party the Assistant Manager was talking to did not know where the payments went that they would get back to me. During my visit at the Bank I told the Assistant Manager that I spend winters in Florida. Assistant Manager requested to the Bank that my monthly mortgage statements to be printed and sent out earlier. I gave the address in Florida and indicated that we also forward mail during my stay in Florida. The USPS do forward bank statement and I have had no troubles receiving any other monthly documents but the Banks. I received a call from the Bank in XX/XX/XXXX about the payments that they were made and it was entirely applied to the Principal. I received another call from the Bank that my mortgage payments had gone up and I had a shortage of {$63.00} in escrow and once the escrow was paid then everything would be okay. I explained I had not received the monthly mortgage statement and had no knowledge that the payments had gone up. I started to receive my monthly mortgage statements again in XX/XX/XXXX and appeared to be fine until XX/XX/XXXX and again did not receive my monthly mortgage statements. I called in XX/XX/XXXX that I had not received my monthly statement for XX/XX/XXXX and the party indicated that the statements were mailed out late and unable to give reason but it will be coming. I called XX/XX/XXXX Loan Service Center i and let them know I did not receive my statement for XX/XX/XXXX and payment was due. At that time I made payment over the telephone for my XX/XX/XXXX payment and stated they will look into why I hadn't received my statement. I never received a return call or email. On XX/XX/XXXX, I had not received my monthly statement for XX/XX/XXXX payment and had to make my payment over the telephone. I requested a receipt copy of my payment for both XX/XX/XXXX and XX/XX/XXXX. I contacted Customer Service on XX/XX/XXXX that I had not received my monthly mortgage statement and the party was going to send monthly mortgage statement to the Florida address. We never received statement via mail that a copy of statement was sent email. Customer Service indicated that the mail does not forward bank statements. Customer Service changed the address so we will receive the statements. I contacted Customer Service on XX/XX/XXXX about statements to let her know we received 2 bank statements. After reviewing the year to date mortgage statement, I questioned the discrepancies on my statement. I questioned the following : 1. When I was told my payments were applied completely to principal, why was this not shown on my statement 2. There was a late fee of {$18.00} and states waiver but I do not see the credit 3. There is an amount of {$63.00} that does not show that it should be applied to escrow 4. Why is there a difference in applied Principal and interest for the month of XX/XX/XXXX 5. Why I am not receiving my monthly mortgage statements These were questions that were asked to Customer Service and I was transferred to Loan Department and and they were unable to figure it out. I was told I would be contacted me on XX/XX/XXXX and NO call or email was made by anyone. On XX/XX/XXXX received an email from Loan Department that they were in process of working on this. On XX/XX/XXXX I received a call from Loan Department and still could not answer my questions. The Loan Department transferred me to another party and still couldn't answer my questions. The only thing she could answer was the waiver fee, that I would see it as a refund on my XX/XX/XXXX 1098 Mortgage Interest Statement which I have and does not show as she indicated. She also stated she was going to send me the loan transaction history that would explain my questions. I did receive and the statement shows less information than the original that I have and doesn't answer any questions. She said someone else will contact me about not receiving statements and as of today XX/XX/XXXX I have not received my call back.

Company response to consumer: Closed with explanation