Consumer complaint received 2019-07-10
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: BB&T CORPORATION (CA)

Parties Involved : 1 ) XXXX XXXX XXXX ( Servicer ) 2 ) BB & T Home Mortgage ( Servicer ) Timeline of Complaint : 1 ) XX/XX/XXXX, mortgage loaded to XXXX XXXX XXXX as servicer upon closing of home refinance, principal balance {$550000.00} 2 ) XX/XX/XXXX, loan transfer setup occurred at BB & T Home Mortgage, principal balance loaded as {$550000.00} 3 ) XX/XX/XXXX, Per servicer instructions, payment made by borrower to XXXX XXXX XXXX in the amount of {$3500.00}. This included scheduled payment due of {$3300.00}, plus {$140.00} of additional principal to round payment up to even {$3500.00}. Total application of payment : Principal {$940.00}, Interest {$1800.00}, Escrow {$710.00}, Total Payment {$3500.00} 4 ) The original balance of {$550000.00}, less the principal paid of {$940.00} equals {$550000.00}. The loan balance loaded to BB & T was {$550000.00}. The difference is {$140.00}. The difference is the additional principal payment made with my XX/XX/XXXX payment. 

5 ) XX/XX/XXXX, Payment made by borrower for {$3500.00} to BB & T Home Mortgage ( {$940.00} principal, {$1800.00} interest, {$710.00} escrow = {$3500.00} ). Principal balance at BB & T Home Mortgage shown as {$550000.00}. Original loan of {$550000.00}, less principal paid payment 1 ( {$940.00} ), less principal paid payment 2 ( {$940.00} ) is  {$550000.00}. The difference between what BB & T Home Mortgage shows as my principal balance vs. what my principal balance should be is {$140.00}, which is amount in question. 

Attempts at Resolution : 1 ) Customer has called and emailed both XXXX XXXX XXXX and BB & T Home Mortgage multiple times, interacting with a variety of customer service representatives and supervisors. No resolution has occurred. XXXX  XXXX XXXX has confirmed multiple times to customer that the additional {$140.00} of principal was forwarded on to BB & T Home Mortgage. 

2 ) Customer provided documentation to BB & T Home Mortgage including : full reconciliation of accounts and payments made, including screenshots from online portals, proof of payment made from bank activity, and screenshots of email correspondence between XXXX XXXX XXXX and customer proving that the {$140.00} payment was made and that it was forwarded by XXXX XXXX XXXX to BB & T Home Mortgage. BB & T Home Mortgage claims that the amount loaded was the accurate account, thus ignoring the complete reconciliation and proof provided. 

3 ) Inadequate training and exceptionally poor communication has created serious serious problems while customer had attempted to work with BB & T Home Mortgage. The customer service representatives who attempted to work with the customer were unable to perform basic math, and they were unable to read large numbers aloud over the phone ( e.g. did not know how to read aloud a number with more six digits, unsure which was " thousands, '' " hundred thousands, '' etc. ), which was shocking coming from a banking representative. One representative  attempted to convince customer that the {$140.00} payment was reflected in the loaded balance, and the individual did not seem to understand when the customer explained mathematically why that was not true. 

4 ) Customer was told to fax documentation to cash reconciliation department, which customer did promptly. Days later when customer called in again, there was no record of having received the documentation. Customer escalated to supervisor who provided a direct email address, to which customer emailed the reconciliation and documentation. Customer was promised a response. Customer never received a response. Customer called in again and was told that cash department did not find an issue with the account. Customer requested proof of reconciliation and findings from cash department. Customer never received any communication. 

5 ) Customer has worked for weeks with two financial institutions to resolve a very simple issue. Customer took it upon himself to provide a complete reconciliation and all required documentation to solve the issue, because BB & T Home Mortgage seemed incapable of performing this work themselves. No resolution has been reached, and BB & T Home Mortgage shows no signs that they are working on this issue or that they intend to make the customer whole.