Consumer complaint received 2016-06-14
Company: Statebridge Company
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XX/XX/XXXX we received notice from XXXX XXXX that our loan had been transferred to Statebridge Company and that they 'd be contacting us shortly so we 'd know how to make our next payment. Statebridge sent us a letter with basic information and we made our first mortgage payment on XXXX XXXX, 2016 ( the paperwork did n't arrive in time for us to make it by XXXX XXXX ) using checking account information through their website, StatebridgeCompany.com Our payment showed posted on the Statebridge website in the loan detail section, but the money was not removed from our bank account by the end of the month. When I called to inquire, the only information Statebridge would give me was that payments usually take 10 business days to complete, and might take longer because it was a " new '' loan. In spite of having faxed authorization to speak with me ( I 'm the lien-holder 's spouse, but not on the mortgage ), Statebridge would only say they had n't yet entered it and could n't discuss account details ; I emailed the form, since the original fax had n't been recorded. 

XXXX 's payment was also made through the Statebridge website, using checking account information, on XXXX XXXX, 2016. A couple of days later, we received a letter stating we must be " distressed '' to be behind on our payments and that we should contact them for options to work out the overdue payment and avoid foreclosure. 

I called Statebridge immediately, but when I was finally able to reach an agent ( typical hold times exceed 40 minutes and a request to leave a message/be called back is repeated the entire time ) they told me the payment showed posted in their system ( XXXX XXXX payment posting XXXX XXXX ) but the transaction had n't been completed. The agent, XXXX, also told me not to worry about it because now that they were posted we were n't going to be 45 days behind and headed into foreclosure, even if they had n't cleared yet. XXXX refused to give me any other details because, yet again, I did n't show up in his system as authorized to gain account access/details, and asked me to email him the forms previously faxed XXXX e-mailed ; I did. 

On XXXX XXXX, 2016 we received a letter via USPS for a notice of insufficient funds, which stated " your bank has returned and marked check number WEB as NSF in the amount of {$1500.00} ''. However, the funds for the XXXX and XXXX payments ( both {$1500.00} ) have been in our account since the first payment in XXXX ; in addition to showing available through online banking, a call to our bank 's customer service indicates not only are the funds still available, no attempt to process a debit in the amount of {$1500.00} has taken place since XXXX XXXX, 2016. 

I immediately called Statebridge, was placed on hold for 44 minutes, and finally reached Servicing Specialist XXXX again. He told me, yet again, that I was n't authorized to discuss the account in spite of me re-sending the authorization form. Since my husband, the lien-holder, was home and available, he spoke to XXXX and authorized our conversation. XXXX told him to send an e-mail to XXXXXXXXXXXX ( the same e-mail to which I had re-sent documents the week before ) with a request to allow me permanent access to the account, which my husband did immediately. 

In discussing the payment issue with XXXX again, he told me the only thing I could do was email him my bank account and routing number, as he could n't access it, along with a letter explaining the situation, for him to forward to the appropriate department. He also told me to get a signed letter from the bank stating the funds were ( and had been ) available since the first payment was made XX/XX/2016, since the current statement does not cover the XXXX 2016 transaction date. Once that letter has been received by the appropriate department, " we may be able to correct the issue '', but at this time our payments show as delinquent.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation