Consumer complaint received 2020-07-07
Company: Mortgage Research Center, LLC
State: NJ
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX. XXXX XXXX XXXX XXXX XXXX, NJ XXXX Last 4 of  SSN # : XXXX Subject : Fraudulent Account Reporting ( Account # : XXXX ) On XX/XX/2020, I had a telephone conversation with Mr. XXXX XXXX, Manager, at Veterans United Home Loan Company and Lender of my VA backed Mortgage Loan for the the property at the above address. I am a XXXX veteran, and trusted this Lending Company to  handle my VA Mortgage Loan in a honest, trusting, and professional manner. This has not been the case. Case in point, on XX/XX/2020, an employee of an affiliate company : XXXX. XXXX, who handles the finance services for Veterans United, took my personal XXXX Banking information over the telephone, and promised to process a Mortgage Payment in the amount of {$1400.00}. 

However, when checking my Veterans United Account using my Online access, I discovered that the XXXX XXXX employee, XXXX, had not processed or even attempted to initiate the payment. There were multiple times the amount of funds in my XXXX XXXX  Account to cover the Payment of {$1400.00}. Instead, the XXXX XXXX employee entered a Code 87 in to my Account which Blocked me from using my XXXX XXXX   Account to pay my mortgage. The employee insisted on making me a victim of Covid-19. The employee charged me illegal and unnecessary fees, and fraudulently placed a " Payment Reversal '' on my Account. I immediately contacted XXXX XXXX, Manager who directed me to the XXXX XXXX employee and explained the problem. Also, I talked to a XXXX XXXX/Veterans United Manager named, XXXX. XXXX assured me that the derogatory and negative mark would be Removed from my account. This did NOT happen, and the negative and illegal entry remains on my Account. On XX/XX/XXXX, in Miscellaneous Documents, a Letter of Complaint Acknowledgement was placed in my file indicating that by XX/XX/2020, the matter would be resolved. Again, this did not happen. 

On two separate occasions, both managers, XXXX and XXXX, had three-way telephone conversations with me and a representative from XXXX XXXX  to verify if there were amble funds in my Bank Account on XX/XX/2020, and whether or not a Payment was attempted or initiated by the XXXX XXXX employee. It was confirmed both times by the bank 's representative that : " yes, there were funds in the account to cover the {$1400.00} payment for my mortgage, and NO, the XXXX XXXX employee, XXXX, never initiated the mortgage payment. Yet, XXXX, XXXX XXXX employee reversed her statement and stated that I, XXXX XXXX. XXXX rejected the payment being made after first authorizing the payment. This is a blatant untruth. I, XXXX XXXX. XXXX never revoked or unauthorized the payment. 

After countless attempts to have this derogatory Payment Reversal removed from my Veterans United to no avail, I am now reaching out to CFPB to resolve this matter as Veterans United management has refused to remove the negative and fraudulent mark from my mortgage account. 

Sincerely, XXXX XXXX XXXX Veteran

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation