Consumer complaint received 2017-06-30
Company: Statebridge Company
State: NV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I bought a condominium with XXXX XXXX in XX/XX/XXXX. On XX/XX/XXXX my account was sold to XXXX. On XX/XX/XXXX I had a loan modification through XXXX XXXX. On XX/XX/XXXX after five years of having a loan modification my mortgage went up but unfortunately I forgot and I sent the regular amount I used to send for those five years. AtXX/XX/XXXX I had a phone call from Statebridge saying that I was late, and then they say I didnt send a payment. The lady that helped me out said that she would take the money from my escrow account and she did ( that can be seen on my mortgage statement ) the next call they say that the lady did not take the money from my escrow because that can not be done. To make the history short sinceXX/XX/XXXX I have been in contact with Statebridge trying to solve this. I will include in this complaint record of the phone calls, emails, bank statements, etc to show that Statebridge has mishandled my account big time, took my money including escrow money and they still saying that I owned the month of XXXX. There were XXXX dollars on XX/XX/XXXX. On XX/XX/XXXX that money went down to XXXX dollars that disappeared from my account as other fee payment, not to mention the escrow money XXXX dollars. They also charged two XXXX fee for over the phone payments that I never did. I always pay my account through my XXXX XXXX account. They also asked me to send XXXX dollars and my account will be current, well I dont see they posted that money anywhere on my account. <P/>I have been trying to fix this since XX/XX/XXXX and even though I have been on top of the matter they keep accruing late fees and reported 5 late payments to the bureau of credit making my credit score go down to XXXX. I have proof of everything which I keep sending to them and every time I speak with a customer representative I have to send it again because they always say they dont have anything on file and ask me to re-send it. I told them that I know I have to pay late fee for the first month I forgot to pay for the increase of my mortgage but not the rest because I did try to fix this matter on time. On my last over the phone conversation with XXXX XXXX he said that the XXXX dollars I am talking about never were mine, that I dont have that money. I kept asking where is the money and he got frustrated and said you came with that debt from the other company you have you mortgage with I told him I know what he was talking about and that is a money that I am supposed to back but I have the life of my mortgage to pay it. It doesnt have to be a specific time. I told him that I did not authorize to get my monthly payment money to be used to pay anything but my mortgage. He concluded saying " I dont know what you talking about ''. He also threatened me saying if you dont pay the month of XXXX now we will report you again on the XX/XX/XXXX to the bureau of credit and if in 45 days you still havent pay we will put your account in delinquency ''. The customers representatives I have been in contact with are : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and the two supervisors XXXX and XXXX

Company response to consumer: Closed with explanation