Consumer complaint received 2016-02-09
Company: Arbor Residential Mortgage LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XX/XX/XXXX we were notified by Seneca Mortgage Servicing that we needed to send our payment to a new address in Texas. Beginning XX/XX/XXXX the changes were made to our Online Banking Account. On XXXX XXXX or XXXX XXXX I received a phone call from Seneca Mortgage Servicing stating our XX/XX/XXXX payment had not been received. I let them know I would talk with my XXXX as He always sends out the payments by XXXX Banking near the first of the month. Phone call ended. Husband checked our online banking and said Yes the payment had been made XXXX XXXX but not credited as of yet so He had our Bank research the check. About XX/XX/XXXX /XX/XX/XXXX we received another call from Seneca about the amount owing for XXXX and we let him know the check had been sent out on XXXX XXXX, we asked him the Texas XXXX to make sure it was correct and it was correct. This person made threatening comments to my Husband about Dinging Our Credit if we did n't make our payment. The guy on the phone was angry with My Husband trying to explain we had made the payment, my Husband was very upset, and attempted to work with this person on the phone as the Seneca Guy kept threatening with a 30 days late. To us this is a very serious Threat since Hubby has near perfect credit. We had made our payment early in the month just like always.Our bank got back to us in just days and said the Check was Returned Undeliverable. How does that even happen? The Bank checked with us on the Address again to be sure it was sent correctly, again, Yes all the information was correct. The Bank would reverse the funds back into our account as soon as a couple days, per an email, dated XXXX XXXX XXXX. We made the payment XXXX XXXX. Followed with a XX/XX/XXXX payment on XXXX XXXX. Seneca sent us just before XXXX a Ding to our Credit. Our Credit went from the high XXXX 's to the mid XXXX 's. I Believe something is very wrong here. As of tonight Our Bank is full force investigating Seneca Mortgage Servicing to prove they did not receive the XXXX 's XXXX payment on time, as it also was sent out early enough on XXXX XXXX, XXXX, and Seneca Mortgage is not Crediting the Payment until XXXX XXXX. XXXX XXXX is playing GAMES again to charge the customers a {$73.00} Late Fee/Charges. We were charged a Late Fee/Charges in XXXX XXXX as well. Is n't it Odd they can hold a Mortgage Payment until after the due/grace period so they can charge a Late Fee. Honestly, I could have driven across the XXXX States and Hand delivered the Payment in the time it took them to credit our account and it would have been there with days to spare. I know there are a lot of Bad Reviews about Seneca Mortgage Servicing, as I researched it after the XX/XX/XXXX problem. Someone really needs to help us and those with problems against Seneca. We feel they should remove the Credit Ding, and refund us the Late Fee/charges. How does a Major Company just Return your Mortgage Payment. Not right at all. Even our Major Banking Company thought this odd. And again in just a couple of months doing the same thing.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation