Consumer complaint received 2015-03-28
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: LENDER LIVE (NJ)

I have complained to Lender Live NUMEROUS times about their online payment option. Every single month, I attempt to log in and the site advises me that " new password parameters have been implemented '' and requests I change my password. I choose a new password, that fits their parameters, and I always get the notice that " user name not found ''. I then click on " Forgot user name '', fill out the requested info, and am told my user name is the EXACT name I used when logging in. ( The user name and my account number are the same so it is not a matter of it being case sensitive. ) I enter that user name and my password and I get the SAME " user not found message '' AGAIN!! I go through this cycle several times, then I click " forgot user name and password '' and reset everything. Again, I am unable to log in until the system gives up and suddenly lets me in. I have sent emails, spoken with customer service reps ( who found that there was an extra space in my name in their records that they claim could have been the culprit ), and ALWAYS mention the log in issues. I have been with them for almost a year now and this is STILL happening. 
In XXXX 2015, I received a call from Lenderlive because I had n't paid my mortgage by the XXXX. I advised the caller that I tried to log in, as I complain about every month, and was unable to do so. I then provided the representative with XXXX months of mortgage payments so I can have some peace in XXXX and not have to worry about going through this again until XXXX. WRONG!! 
On XXXX XXXX, XXXX, XXXX, and XXXX on XXXX XXXX, I received calls from Lenderlive telling me that I had not paid my XXXX payment. I also received letters in the mail requesting payment immediately. I advised the first representative I spoke to that week that I paid XXXX 's payment in XXXX. I was advised that XXXX month 's payment was sitting in my account but had not been applied to it because there was no indication of what it was for. HOW an entire mortgage payment went unnoticed for a month is beyond me. They took it out of my bank account in XXXX but it had n't been applied to anything and they were calling me because I accrued a late fee. I was advised by that representative that the late fee and related charges would be cleared and the payment would be applied to XXXX. 
On XXXX XXXX, 2015, I answered another call from a Lenderlive rep that told me I had n't paid my mortgage. AGAIN, I explained that it was paid and that I was assured there would be no fees or anything associated with THEIR error. I was told that there were indeed notes in the computer in regards to this but it had n't been completed. On XXXX XXXX, 2015, I AGAIN received a call from Lenderlive with yet another rep telling me they had n't received my payment. I advised them AGAIN of what occurred and was assured that it was simply a robo dial by the computer and the rep did see that I paid the XXXX payment. 
On XXXX XXXX, 2015, I received yet another call from a Lenderlive rep informing me that I missed my XXXX payment. AGAIN, I advised them that I had received calls EVERY DAY THAT WEEK in regards to a mortgage payment I already made. I AGAIN discussed the terrible website functionality with a rep. I was advised to have the money drafted directly from my account. I informed the rep that there is an egregious problem with Lenderlive 's accounting so there is NO way I am going to give them so much access to my bank account. I was again advised that the reps do n't look into the accounts until the computer completes its robocall and reaches a live person. Would n't it make sense to check first?? 
On XXXX XXXX, 2015, I received a letter from Lenderlive dated XXXX XXXX, 2015. This letter reads : " We can not accept any further delay in regards to the payment amount of {$1500.00} ( payment INCLUDING LATE FEE! ) that is currently due. ''