Consumer complaint received 2016-03-04
Company: LENDER LIVE
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Summary : 1 ) My loan payment be transferred again and again and very difficulty for me to pay ; 2 ) The Lender-live and XXXX gave different statement and no way for me to pay through XXXX. Detail : I closed my home in XX/XX/XXXX with XXXX XXXX XXXX with a 15 year fixed interest rate and I paid to this company and my mortgage payment be transferred to Lender Live in XX/XX/XXXX and I kept my payment through it with an amount of XXXX ; On the XX/XX/XXXX, I got letter from Lender Live that they will not accept my payment by XX/XX/XXXX and my payment transferred to XXXX ( the web is XXXX ) .I tried many times to enroll through XXXX since I got this letter and I could n't because my loan information is not on XXXX system yet.Until XX/XX/XXXX I enrolled and I could n't pay my XX/XX/XXXX payment, XXXX customer said my information on their system since XX/XX/XXXX and I need to pay for the payment through phone. I talked to this same person for more than 5 times for I ca n't log-in to pay and I was told there is one week gray period. With big argue XXXX waivered the charge for me to pay through phone. XX/XX/XXXX, I got the letter from Lender Live that start from XX/XX/XXXX my new payment amount is {$1000.00}, and XXXX mailed me same amount payment statement. I tried to log-in XXXX web to change the original {$1000.00} and I could n't log-in XXXX web system and I called XXXX customer and I was hold online for more than 1 hour with very rude customer : XXXX and no solution and XXXX told me : 1 ) call back late ; 2 ) the new payment amount is {$1100.00}. I called XXXX XXXX XXXX, Lender Live and my home county to check what 's the reason for all this troubles and my mortgage kept on transfer and so difficulty with check for my payment. I got refund from my insurance company of {$21.00} recently, and Lender Live said my payment should be {$1000.00}, and the escrow balance is {$400.00} to XXXX ; County said my tax will no change. With this XXXX is very frustrated and I doubt they control the online system and people ca n't manage the online auto-pay system then they will charge the fee or made the customer late pay or missed payment with the very serious consequence ; XXXX phone system said their office hour is XXXX-XXXX and nobody answered the phone after XXXX on regular office time. With a long time on the phone XXXX customer not only very rude by increasing the voice but also told me : it is Monday! I asked her does that is her answer for customer and she put me on holding for more than XXXX minutes to wait for the specialist to help me log-in and nobody 'sow-up ', and told me the payment date is XX/XX/XXXX and I have enough time. I told her NO because I spend more than 20 days to get XX/XX/XXXX mortgage paid and I do n't want to miss the XX/XX/XXXX payment and be charged for fee through their phone payment system and she was so mad with very rude tone to talk to me. I told her the mail from XXXX said my payment is {$1000.00} but she said that is not right and she said she talked to tax person. I had to stop the more than 75 minutes phone without any conclusion.

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