Consumer complaint received 2016-12-07
Company: EMBRACE HOME LOANS
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Hello, my name is XXXX. I am at my wits end. I hope and pray someone from the CPFB can help me! 

As is common practice in the mortgage lending industry, our mortgage has been sold from bank to bank since we purchased our home last year. On XXXX XXXX, 2016, my husband paid our mortgage payment ( {$1100.00} ) through our bank 's online bill pay and accidentally selected the previous servicer ( XXXX Mortgage ) from the drop-down menu. We only found out about on XXXX XXXX, 2016 when the current servicer ( XXXX ) called to alert me that they had never received our payment. We had to borrow {$1100.00} from my father-in-law to make an extra payment the current servicer ( XXXX ) to get our account caught up. Then, we started the arduous nightmare of trying to get our " misplaced '' payment back. It has been *50 days* and we literally have no idea where the payment went! We have spent the last two months contacting *FIVE* banks, trying to find out who has our money & how to get it back. For now, it 's being held hostage. 

Our bank statement shows that the payment went to one lender on XXXX/XXXX/2016. However, after further investigation, XXXX is telling us the payment was processed by a different lender. I have sent half a dozen emails to three different lenders, disputed the charge with my bank, and spent hours on the phone with all XXXX banks trying to get this resolved. I am at a dead end. Someone is holding {$1100.00} of my money hostage and I want it back. 

Payment was made : XXXX XXXX, 2016 Payment processed by lender : XXXX XXXX, 2016 Debit trace # : XXXX Payment confirmation # : XXXX Request # : XXXX Here 's why it 's so confusing : Our bank statement shows the payment was sent to XXXX Mortgage. However, XXXX adamantly denies having any record of receiving this payment ( or of my mortgage or of me! ). XXXX investigated the payment further and told me that on their computers, it actually shows the payment was accepted by Embrace Home Loans with the address listed as XXXX XXXX XXXX XXXX, PA. However, that is n't even Embrace 's address! That 's XXXX 's address. 

Series of events : XXXX XXXX : Husband made erroneous payment XXXX XXXX : Payment cleared our bank account XXXX XXXX : XXXX called me to say they had n't received my payment ; I spent 4+ hours calling my personal bank ( XXXX ), the loan officer we had used with Embrace Home Loans ( XXXX XXXX ), Embrace 's corporate office ( XXXX XXXX ), and XXXX Mortgage ( the company reflected on our bank statement ). XXXX from Embrace had assured me that the issue would be resolved in 20-30 business days. So, I waited. While I was waiting, XXXX XXXX XXXX were both contacting the various banks, trying to get this resolved. 
XXXX XXXX : XXXX XXXX from Embrace Home Loans emailed me to let me know he & XXXX are still working toward a resolution. 
XXXX XXXX : It had been 44 days at this point. I reached out to XXXX again. I also called XXXX again, and called & emailed XXXX Mortgage. They have n't returned my email or called me back. 
XXXX XXXX : I called XXXX again ( another XXXX hour call ). I also emailed XXXX & Embrace again. 

At this point, I 'm completely frustrated and have nowhere else to turn. I feel like I 'm stuck in the XXXX XXXX. This has been a 50 day long trip to XXXX.

Company response to consumer: Closed