Consumer complaint received 2017-05-25
Company: WESTERN UNION COMPANY, THE
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
The Consumer Financial Protection B ureau ( Bureau ) has reviewed certain acts and practices of Paymap Inc. ( Respondent, as defined below ) regarding its a dvertisements for the Equity Accelerator mortgage savings program ( the Equity Accelerator Program ) and has identified the  following law violations : 1. Respondent misrepresented the average interest savings consumers achieve using the Equity Accelerator Program, in violation of 12 U.S.C. 5536 ( a ) ; and 2. Respondent misrepresented consumers ' loan payment schedules under the Equity Accelerator Program, in violation of 12 U.S.C. 5536 ( a ).      Under sections 1053 and 1055 of the Consumer Financial Protection Act of 2010 ( CFPA ), 12 U.S.C. 5563 and 5565, the Bureau issues this Consent Order ( Consent Order ).
2015-CFPB-0017 I REMOVED ALL IDENIFYING INFO FROM EMAIL TO INCLUDE NAME, ADDRESS, ACCT NUMBER ETC.       SENT  X/XX/16  TO  XXXX  XXXX  XXXX  Hello, My name is. My claim number is  XXXX . The loan number is  XXXX . My address is. Please mail check to. The check is in the amount of {$460.00}. I have not received a check to date. I just received the letter today. Please remit payment as soon as possible.     Thank you, SENT  X/XX/16  TO  XXXX  XXXX  XXXX  My claim number is  XXXX . The loan number is  XXXX . The check is in the amount of {$460.00}. I did not receive the letter until yesterday  X/XX/2016 . I could not have responded by  XXXX   XXXX  because the letter did not arrive to me until yesterday  XXXX   XXXX . I assume the letter was lost in the mail but I do not know all I know is I received this letter on  XXXX   XXXX  I have never received a check from you. I was unaware of any money owed to me from  Paymap Inc Equity Accelerator Program. I c an not be held accountable for not responding in the time frame that you identified if I did not know that I had to reply by  XXXX   XXXX . I did not receive the letter from you until  XXXX   XXXX . I do not work for t he Post Office an d I am not responsible for when mail arrived at my home I can only contact you once I receive notifications. I was not notified until  XXXX   XXXX . Upon receipt of the letter I called immediately and requested a check to be sent to me I need for you reissue me a check. because this was not my fault. I did not receive a letter from you at all until  XXXX   XXXX . Please issue payment to address on file.     Unfortunately, your reissue request was submitted after the  XXXX   XXXX ,  XXXX , deadline and can not be processed at this time. If you have any additional questions, please feel free to contact us again at  XXXX  XXXX  XXXX , call  XXXX , or visit our website at  XXXX  for more information.     SENT  X/XX/16  TO  XXXX  XXXX  XXXX  This is unacceptable. I did not receive the letter until yesterday  X/XX/2016 . I could not have responded by  XXXX   XXXX  because the letter did not arrive to me until yesterday  XXXX   XXXX . I assume the letter was lost in the mail but I do not know all I know is I received this letter on  XXXX   XXXX  I have never received a check from you. I was unaware of any money owed to me from paymap redress. I can not be held accountable for not responding in the time frame that you identified if I did not know that I had to reply by  XXXX   XXXX . I did not receive the letter from you until  XXXX   XXXX . I do not work for t he Post Office a nd I am not responsible for when mail arrived at my home I can only contact you once I receive notifications. I was not notified until  XXXX   XXXX . Upon receipt of the letter I called immediately and requested a check to be sent to me I need for you to send me the check reissued because this was not my fault. I did not receive a letter from you at all until  XXXX   XXXX .         The only letter I received is dated  X/XX/2016 . I did not receive this letter until  X/XX/2016  and the letter states that to date the check had not been cashed. I never received any check nor did I receive the first letter. All I have is the letter listed above. I spoke to  XXXX  today and he advised if I respond to your email with the date the letter was mailed and the date I received the letter I would receive my check.           My name is. My claim number is  XXXX . The loan number is  XXXX . My address is. Please mail check to. The check is in the amount of {$460.00}. I did not receive the letter until yesterday  X/XX/2016 . I could not have responded by  XXXX   XXXX  because the letter did not arrive to me until yesterday  XXXX   XXXX . I assume the letter was lost in the mail but I do not know all I know is I received this letter on  XXXX   XXXX  I have never received a check from you. I was unaware of any money owed to me fro m Paymap Inc Equity Accelerator Program. I ca n not be held accountable for not responding in the time frame that you identified if I did not know that I had to reply by  XXXX   XXXX . I did not receive the letter from you until  XXXX   XXXX . I do not work for th e Post Office a nd I am not responsible for when mail arrived at my home I can only contact you once I receive notifications. I was not notified until  XXXX   XXXX . Upon receipt of the letter I called immediately and requested a check to be sent to me I need for you reissue me a check. because this was not my fault. I did not receive a letter from you at all until  XXXX   XXXX .     SENT  XXXX  I have called for the last 7 days trying to find out where is my check. I have contacted customer service numerous times I have advised me to email you guys and I have done that numerous times and I have not received any money or any response. It is illegal against the law to you withhold my money from me because I did not receive something you mail me in the time frame that you identified. Respond to this email and tell me when I will receive my check I have called and called and sent emails and I have not received any response I am requesting an immediate check reissue I did not receive your letter until  XXXX .     SAME EMAIL SENT AGAIN  XXXX

Company response to consumer: Closed with explanation