Consumer complaint received 2015-12-22
Company: EMBRACE HOME LOANS
State: MD
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
In XXXX XXXX, we refinanced our home loan, taking advantage of a lower interest rate and dropping the mortgage insurance cost. The refinance was through our existing lender, who we had been working with since XXXX XXXX. We had absolutely no issues with the first loan, setting up automatic payments with the company, and never being late with our payments. After refinancing, we have had several issues, which are outlined below. Our first payment was due on XXXX/XXXX/XXXX. We attempted to set up the payment using the My XXXX XXXX website on XXXX XXXX. The initial attempt was unsuccessful as we were not able to set up an online account. We called the customer service number on XXXX XXXX, XXXX at XXXX and were told that the bank account had insufficient funds. After looking at the bank account information, it was determined that there were sufficient funds available, but the XXXX XXXX XXXX representative was still not able to make a payment. XXXX XXXX and XXXX, we spoke with XXXX ( id # XXXX XXXX at XXXX XXXX XXXX. The payment was still unable to be processed, with XXXX XXXX XXXX stating that the bank account did not have sufficient funds to cover the cost. Once again, we checked with XXXX bank and confirmed that there were sufficient funds in the account to cover the cost. On XXXX/XXXX/XXXX, we spoke with XXXX, a team lead, who once again stated there were insufficient funds in the bank to cover the cost. Again, we checked our account and there were sufficient funds, so we were very confused as to where XXXX XXXX XXXX was getting their information. On each of the calls listed above, we confirmed with XXXX that they had the correct account and routing number. On both XXXX and XXXX we phoned XXXX yet again, this time talking with XXXX and were told that the same issue persisted ; insufficient funds. Again, we checked with our bank and were told we had sufficient funds and there was no block on our account. On Friday XXXX, a phone call was made, and we spoke with a XXXX XXXX, a manager, who said he would check into the issue and call us back on Monday XXXX. He never called back. On XXXX/XXXX/XXXX, we received a call from XXXX telling us that our phone number was being used as our bank routing number which is why none of the payments were able to go through. Our next payment on XXXX was accepted and process. On XXXX/XXXX/XXXX, after receiving a statement including late fees, we spoke with XXXX about how we could catch up on our payments, which are now behind due to the XXXX representatives using our phone number as a routing number. He stated he would send a package in the mail with a repayment program, essentially increasing our monthly payment about {$400.00} for XXXX months in order to catch up. The first payment was to be due XXXX XXXX, so we mailed a check, as the repayment program does not allow online payments, on XXXX. XXXX XXXX ID XXXX XXXX from XXXX called on XXXX letting us know they had not received our payment. He called back on XXXX stating the same thing. After discussing with him that we had sent the check through the mail, he agreed to wait until XXXX before allowing us to do a payment by phone. He also agreed to call us as soon as the check was received. 
We have had considerable trouble working with this company since our loan was refinanced. We believe that due to the error in the routing number which was not discovered until early XXXX, we should not be held accountable for the late fees. The company also assessed us a {$15.00} fee for payment by phone which we do not feel accountable for, as the payment never went through due to the routing number debacle.

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