Consumer complaint received 2016-05-12
Company: MB FINANCIAL, INC.
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My complaint is with MB Financial Services. They are my XXXX mortgage holder on my home and they are the most unreasonable and condescending company I 've ever dealt with. Here is my complaint : I was displaced from my job XX/XX/2014 and was unemployed for 4 months. I have always had a perfect mortgage history in the 26 years I 've owned homes, evidenced by perfect credit ratings on almost XXXX mortgages I 've taken out over the years. Although I was unemployed and had limited income, I was determined I would not allow my mortgage payment to be late. Out of necessity, I found myself making my mortgage payment on the last day of the month. I would pay via MB Financial 's automated phone system and they would take it out of my checking account. Alhought I had paid this way on numerous occasions, MB Financial did not retain my checking account information, which many companies do, and therefore I was required to input the same bank info, checking account number and routing number each month. I paid my mortgage payment via their automated system on XX/XX/2014. However, this particular day I struggled to get to the area on their automated system which allowed me to pay because their system kept asking me to input my loan number repeatedly. It claimed they could not recognize my account. I knew I was inputting the correct number so clearly they were having issues with their phone system. Nevertheless, I ultimately got to the section to where I could make my payment and did, receiving a confirmation number the payment had been accepted. Several days later, I was checking my bank account and notice the payment had not been taken out by MB Financial. I immediately called them to inquire why it had not been taken out and they very demeaning implied it was because I had input the wrong account number and therefore the payment never went through and now I was going to be reported that my payment was 30 days late to the credit bureaus!! I advised them that I had never had a problem with the payment going through before and that on that day I had struggled with their automated system accepting my account information. The representative from MB Financial that I spoke with and subsequently one of their supervisors implied I was lying to them and it was clearly my fault that I input the checking account information wrong and they intended to nothing about it. I told them I went out of my way to unsure their payment was paid in the month it was due and that I could supply them with my bank statement showing the money was there to be extracted, but again they were more intent on being " right '' than doing the right thing and backdated my payment to the date it was actually paid. I subsequent wrote to their CEO asking for his intervention. I received a reply letter their Customer Service group weeks later which again implied I was in the wrong, the 30 day late reporting was going to stand and as far as they were concerned, the case was closed. So, despite me going out of my way to ensure my payment was never late, paying via their automated system for several months without issue and despite the challenges that I encountered that day ( XXXX/XXXX/14 ) with their automated system recognizing my account info, they STILL insist on doing nothing about my issue. Never before nor ever since, in 26 years have I ever been 30 days late paying a mortgage payment, but MB Financial is insistent I was at fault and they refuse to amend my credit report. I am pleading to the CFPB to intervene on my behave. I have no doubt that I am not at fault here and my mortgage rating should reflect never been late. I can provide you with a payment history and my bank statements, showing the funds were available to be taken out. This gross error in reporting on MB Financial 's part has prevented me from refinancing my loan and being rid of them.

Company response to consumer: Closed with explanation