Consumer complaint received 2018-07-30
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: MB FINANCIAL, INC. (FL)

My mortgage payment has been set up on monthly auto bill pay from my bank ( XXXX ) to my mortgage company ( XXXX XXXX XXXX ) since XX/XX/XXXX. On XX/XX/XXXX XXXXXXXX XXXX  sent my monthly mortgage payment to M.B. Financial. XXXX has provided me with confirmation and supporting documentation that the payment was sent, received and funded. Additional information provided by XXXX was the electronic transaction number XXXX ; Biller ID number for MB Financial XXXX and address confirmation XXXX XXXX XXXXXXXX XXXX XXXX, IL XXXX, the date and time that MB Financial " accepted and funded '' the transaction on XX/XX/XXXX at XXXX XXXX. On XX/XX/XXXX, I received a phone call from MB Financial that my mortgage payment was past due. I immediately submitted to MB proof of payment from XXXX, as well as, a follow up call to the representative to contacted me. On XX/XX/XXXX, I called MB Financial for an update and spoke with XXXX who informed me there was still no record of my mortgage payment or information updated on my account and if they did not receive our mortgage payment by XX/XX/XXXX we would be reported to the credit bureau. I then followed up with XXXX a second time to see if they could provide me with any additional information to help locate the payment. After obtaining additional information from XXXX, I called MB Financial back and spoke with XXXX - XXXX indicated she made notes on my account, asked me to re-email to her the proof of payment, my bank statement from XXXX showing the payment was deducted and the additional confirmation information XXXX had provided me with. She told me she was sending this information to the escalation team and either her or someone would call me back by the end of the day. I was never called. Therefore, on XX/XX/XXXX, I called MB Financial again, spoke with XXXX who told me she forwarded my email but did not see any updates or notes on my account yet. I asked to speak to a supervisor at this time because I was told on XX/XX/XXXX someone would be in touch with me within 3 business days. I was connected to XXXX ID # XXXX. XXXX informed me that this is an issue that MB Financial is having with XXXX sending mortgage payments to the wrong location. I explained to her I already verified with XXXX that it was sent to the correct location and my account number was referenced on the payment. I also inquired how does location matter as long as my account number is referenced and information is accurate that they should be able to find my payment. XXXX explained when payments get sent to their " XXXX location '' which is for auto & boat payments the mortgage payments get lost. She also confirm that MB would report us to the credit bureau as delinquent if payment not received by XX/XX/XXXX. To avoid that, I had to submit a second XX/XX/XXXX payment to MB financial on XX/XX/XXXX. I called XXXX to let her know of this additional payment I had just electronically sent and ask due to the circumstances the late charge be waived. My payment sent on XX/XX/XXXX has been posted. XXXX assured me she was going to locate our previous payment sent on XX/XX/XXXX and promised to call me back on Friday, XX/XX/XXXX with an update either way. XXXX, along with the others that had told me they were going to call me back never did. Today, XXXX I called MB Financial again to get an update. I spoke with XXXX. XXXX informed me that there were still no updates made to my account, XXXX was not in and no other supervisor was available to take my call. XXXX placed me on hold while he spoke with a supervisor XXXX who has said she will try and get an update and get back to me today by XXXX XXXX. SO, here is a mortgage company that accepted and funded back on XX/XX/XXXX at XXXX XXXX my XX/XX/XXXX mortgage payment, has lost it, will not call me back with resolution, wants to blame XXXX, I only received calls to let me know my payment was late and would be reported to the credit bureau, I had to make a second payment to avoid that, I have had to make numerous calls to them, it's been a month and my payment still has not been found and they continue to tell me the escalation team is looking for it and someone will call me back! Now, the XX/XX/XXXX payment is due and they still have done nothing to assist me with the missing XX/XX/XXXX payment.