Consumer complaint received 2020-08-10
Company: Mortgage Research Center, LLC
State: WI
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX my husband and I closed on a refinance loan for our home with Veteran 's United. We refinanced to combine a first and second mortgage, bought down to a better interest rate and wanted bi/weekly payments as we have always had.During the process XX/XX/XXXX - XX/XX/XXXX I requested bi/weekly payments and was assured that Veterans United does bi/weekly payments. 
On closing date I was told bi/weekly payments would be set up. Didn't happen. Our first payment was due XX/XX/XXXX and payments should have started coming out in XX/XX/XXXX to make our first payment. This didn't happen. On XX/XX/XXXX I emailed ( attached ) our loan officer, XXXX XXXX about our payment. I was told to go online to set up bi/weekly payments through Veterans United. When I went online it stated I had to apply, which I did and it also stated it could take 45 day. In my email to Mr. XXXX I told him my payment would be late. His reply is on that email from XX/XX/XXXX. He states in his email that " the site should let me do it but I'm guessing it takes a little bit longer setting things up on their side. '' He then gave me contact info for Veterans United Servicing team so they could assist me with my payments in his email. 
I contacted them numerous times in XX/XX/XXXX with no help. On XX/XX/XXXX, I received an email from Veterans United thanking me for my first payment but it never came out!! The email is dated XX/XX/XXXX and on the bottom of this email it stated it would come out on XX/XX/XXXX. DID not happen!! On XX/XX/XXXX, I received another email from Veterans United,  XXXX XXXX. ( attached ) This email states " if we did get your application it can take 24 - 48 hours to upload. It also states my payments wouldn't start until XX/XX/XXXX and he attached a payment schedule starting XX/XX/XXXX through XX/XX/XXXX. In this schedule it shows three partial payments of {$820.00} are to be paid in XX/XX/XXXX - an extra payment. THIS DID NOT HAPPEN. On XX/XX/XXXX I RECEIVED AN EMAIL FROM Mr. XXXX AGAIN AFTER CONTACTING HIM ABOUT MY PAYMENTS SINCE NO ONE IN THE SERVICING DEPARTMENT WOULD HELP AND IN HIS EMAIL DATED XX/XX/XXXX HE TELLS ME TO CONTACT a XXXX XXXXXXXX AND HE WOULD HELP ME SET UP MY PAYMENTS. This did not happen either. There was no XXXX XXXX XXXX!! The person I spoke to that day at Veterans United actually " WARNED '' me that by doing bi/weekly payments I would also have two partial payments a year come out with the first 3 starting in XX/XX/XXXX. I explained to him that I knew this and that with bi/weekly payments being applied bi/weekly and an extra two partial payments a year I could knock my mortgage down quicker. His schedule is attached and this did not happen either. During the months of XXXX, XXXX & XXXX I called Veterans United that my payments wee not coming out as scheduled and hat the document for bi/weekly payments ( attached ) stated it would be he 2nd Friday of each month and the last Friday of each month and this as no the case. I told him that there was no set schedule of when Veterans was taking our payments out and therefore how could I plan my budget? In XX/XX/XXXX I called again and spoke to a woman named XXXX. I explained my 3 payments did not come out in XXXX and wanted to know why? I also told her that my payments ARE NOT being credited as hey are being taken out of my Credit Union. 
First XXXX told me " OUR MIX UP AND THIS IS A LEARNING TOOL FOR MY LOAN TEAM. '' I told her " NO '' that this is costing me thousands of dollars and my payments are not being taken out as stated or are my payments being credited when pulled from my checking account. XXXX said " WE DO NOT CREDIT PAYMENTS AS THEY COME OUT OF YOUR CHECKING ACCOUNT AND WE HOLD YOUR PAYMENT UNTIL THE 2ND HALF IS PAID AND THEN WE APPLY IT ONCE A MONTH. '' I told her this is not what I as told. XXXX then asked me if I wanted to go back to MONTHLY PAYMENTS instead of bi/weekly?? I was irate!! I told her what is the difference because you are not crediting my account now anyway?? XXXX then told me that it was her teams mistake - Again and that this is a learning tool for her team. I told her I am not a learning tool and that I want this corrected. XXXX then told me that my 3 payments would come out in XX/XX/XXXX. I asked her when is the next month I will make 3 payments & she said in XX/XX/XXXX. Again I told her I was to e making two extra partial payments a year and that XX/XX/XXXX is NOT two payments a year. I told XXXX I wanted to file a complaint and she said " you just did. '' I asked her what happens now with my complaint and she said " NOTHING ''. 
In XX/XX/XXXX 3 payments did not come out of my checking account as she had said. I then emailed XXXX XXXX, original loan officer and told him of my concern and my complaints. On XX/XX/XXXX Mr. XXXX sent me another bi/weekly schedule that was totally different than the one I received in XXXX. I did not contact him back. 
My husband is a decorated XXXX XXXX XXXX and we are being played, lied to and losing money with Veterans United. We sincerely need your help.

Company response to consumer: Closed with explanation