Consumer complaint received 2016-12-08
Company: MONEY SOURCE, INC., THE
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
The Money Source changed over to a new web-based mortgage management system that required everyone to re-register their account number. The new system did not have any banking information included so we re-inputted the information and scheduled the payment. There was nothing at all in the new mortgage system that showed our banking information or that the regular payment drawdown would occur, nor was there any response to my emails clarifying whether the new system required us to resubmit payment information. As a result our account was charged for double payments and resulted in an overdraft with our primary bank and an overdraft fee of {$35.00}. I 've had 3 conversations with the Money Source and they refuse to accept any responsibility for the lack of clarity in the change over to the new system. Why would we have to re-register if our information was already in the system? They assert that we had signed up for automatic withdrawal which is true, BUT the new system did not show any of that information at all. The emails they sent out encouraging everyone to re-register for the new system did not clarify that our banking and payment information was included at all ( see copy below ). Also, the new system does not include any history prior to 2016 so we ca n't access XXXX 's for prior years or any over documents prior to 2016. They stated it would take too much time for them to rescan documents into the system. What kind of service is this? 
And, it takes 3 1/2 minutes just to get through the customer service phone before you even can ask to speak to a real person. They deliberately discourage folks from speaking to a customer service agent by making the process unwieldy. So, with XXXX just two weeks away we are overdrafted by {$680.00}, unable to purchase food or gifts, and told that this is our fault and we do n't deserve to get reimbursed for the overdraft fee of {$35.00}. There also is no indication that the refund will be fast tracked. It all rides on the manager 's decision to approve the cutting of a new check to be processed and supposedly fed-exed. 

Dear Valued Borrower, Thank you for contacting The Money Source Inc., where People Matter. 
We have recently created a new and enhanced website. Please log onto our new Borrower 's Portal at www.tmscustomer.com. 
You will see a " Register '' button ; click that. 
You will then be asked to enter your loan number, full name, email address and social security number. You will also be asked to create a username and password. 
Once the registration process is complete, you will receive a confirmation email with a link that will direct you back to the website. You will then be able to login to pay your mortgage or manage your account with our new enhanced features. 

The Money Source Inc. prides itself on providing Rock Solid Service. Providing the highest level of service is our goal. We hope we have fully addressed your concerns. However, should you require additional information or assistance, please contact us at XXXXXXXXXXXX or you may contact our Customer Care Center at our toll free number XXXX. Our Customer Care Representatives are available XXXX to XXXX., and XXXX. 
The Money Source Inc. 
Customer Care Center Servicing Division The Money Source Inc. NMLS # XXXX Dear Valued Borrower, Thank you for contacting The Money Source Inc. , where People Matter. 
We have received your transaction history. The Money Source payments are required to be posted to the checking account, as opposed to processing, since the bank can still return them at this point. Please resubmit the payment history tomorrow once the transaction is posted. 

The Money Source Inc Customer Care Center Servicing Division The Money Source Inc. NMLS # XXXX

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with monetary relief