Consumer complaint received 2020-10-29
Product: Debt collection — Mortgage debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: Statebridge Company (CA)

This complaint is in regards to a payment that has not been properly credited with my new loan servicer. 

XX/XX/XXXX : I made my XXXX payment of {$350.00} to StateBridge Company via my Bill Pay system with my credit union. 

XX/XX/XXXX : I received a letter XXXX dated XX/XX/XXXX ) from XXXX XXXX XXXXXXXX XXXX XXXX XXXX stating that my 2nd mortgage account was being transferred from StateBridge Company to XXXX XXXX  effect XX/XX/XXXX. It further stated that StateBridge would stop accepting payments from me after XX/XX/XXXX and that XXXX would accept the payments starting XX/XX/XXXX. It also indicated that if I had already mailed a payment to my prior servicer and it is received after this date, it would be forwarded to XXXX for processing. 

XX/XX/XXXX : The {$350.00} payment was paid to StateBridge per my bank statement. 

Week of XX/XX/XXXX : I called XXXX and explained the situation of my payment being made to my prior servicer in the midst of the transition. XXXX advised me that it takes 4-6 weeks for the payment to get forwarded and processed. XXXX assured me that this was not an issue and a notation would be made on my account. 

I received some non-payment calls from XXXX and each time had to explain the situation to them. 

XX/XX/XXXX : Per the request of XXXX so that they could look into my payment issue, I faxed my bank statement listing the {$350.00} payment to StateBridge. I also noted that when checking my StateBridge account online, it showed my {$350.00} as Unapplied Balance which meant that they had not applied the payment, probably because my loan was no longer with StateBridge. 

I continued to receive phone calls and some letters regarding non-payment. 

XX/XX/XXXX : I spoke to XXXX ( Relationship Manager ) who told me that it takes up to 60 days for the funds to be transferred over and processed. XXXX claimed that they never got my fax documenting my payment to my prior servicer so I faxed all the paperwork again. I also sent the same requested documents via USPS Certified Mail. 

XXXX continued to call about the non-payment and each time I would have to explain what was happening and they would tell me that they would note that in my account. 

I continued to check online my StateBridge account and continued to see the {$350.00} Unapplied Balance. 

XX/XX/XXXX : I spoke to XXXX at StateBridge and inquired about my {$350.00} Unapplied Balance and inquired about the status of that payment being transferred to my new servicer, XXXX. XXXX stated that she did not know why it had yet to be done but said that put an expedite on the funds transfer. 

XX/XX/XXXX : As of today, I am continuing to get phones calls, almost on a daily basis, from XXXX regarding non-payment. I called StateBridge and spoke to XXXX who informed me that my {$350.00} payment was sent to XXXX on XX/XX/XXXX ( Check # XXXX, Batch ID # XXXX ). I am hoping that this is correct as I have gotten conflicting information in the past. 

Every time a XXXX representative calls me, I have to explain the entire history to them and they simply tell me that they will make note of it on my account but apparently these notes are meaningless and not read by anybody as proven by their repeated phone calls to collect a debt. The representatives defense of it being an automated call is inexcusable.