Consumer complaint received 2019-11-21
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Statebridge Company (SC)

Statebridge Company LLC failed to apply my XX/XX/XXXX mortgage payment to my account and subsequently began to report my mortgage payment as being late from XX/XX/XXXX until the present. I have provided a copy of my bank documents validating my payment was made and processed by their company. In addition, Statebridge Company began to delay posting my payments to my account until after the XXXX of each month, thereby allowing a late charge to be assessed against my account. 

Summary Detail : XX/XX/XXXX : 1. XX/XX/XXXX statement indicated our XX/XX/XXXX payment was not made ; 2. On or around XX/XX/XXXX, We called Statebridge Company and advised the representative we made the XX/XX/XXXX payment, and that the payment ( check ) cleared our checking account on XX/XX/XXXX ; 3. We were told by Statebridge, maybe you just think you made the payment ; 4. It was suggested that we make copies of our documents indicating the payment was received and processed by Statebridge for their review XX/XX/XXXX - XX/XX/XXXX : 1. I have not been able to follow this issue closely due to my ongoing critical health issues ( i.e. : XXXX XXXX XXXX XXXX ( XXXX ) ) requiring frequent extended inpatient hospitalizations ; 2. At least one additional phone conversation was conducted in an attempt to resolve this issue. 

XX/XX/XXXX : 1. In an attempt to resolve this issue, we created an online User ID and Password in order to expedite a solution to the alleged missed payment and in order to make our XX/XX/XXXX mortgage payment ; 2. After many unsuccessful attempts to input financial information online to process our XX/XX/XXXX payment, we decided to call Statebridge. 

XX/XX/XXXX : 1. Prior to placing a call with Statebridge, we made several additional unsuccessful attempts to make or XX/XX/XXXX mortgage payment online ; 2. Placed call to Statebridge Company to : ( a ) address the problem we were experiencing in our attempt to make our XX/XX/XXXX mortgage payment ; and ( b ) to receive credit for our XX/XX/XXXX payment which Statebridge obviously applied to the wrong account, and ( c ) for the removal of approximately {$920.00} in assessed late charges as a result of the alleged missed payment ; 3. Statebridge Company, per XXXX, informed me Statebridge Company would not allow me to make our XX/XX/XXXX payment due unless we also paid the alleged missed XX/XX/XXXX payment, along with all late charges which have accrued as a result of the alleged missed payment ; 4. After explaining we had made the XX/XX/XXXX payment and had copies of the bank statement and canceled check which verified the payment, XXXX suggested we make copies of the documents and submit the documents ALONG with determining if tracking or reference number was assigned to the payment by our bank ; XX/XX/XXXX : 1. Upon gathering documents, we called Statebridge Company again to ensure best delivery options and to attempt to make our XXXX payment again ; 2.  Statebridge Company, XXXX XXXX, offered to assist us as XXXX was not immediately available ; 3. We provided a brief history, including our concern that our XXXX payment was due today ( XX/XX/XXXX ) to avoid a late payment fee, and we discussed how our monthly payments were being delivered by our bank ( XXXX  XXXX XXXX ) prior to exceeding the grace period to avoid late fee assessments, but not being applied to our account until after the expiration of the monthly grace period. thereby resulting in late charges being applied to our account ; 4. The delayed application of our payments did not start until XXXX to XX/XX/XXXX time frame ; 5. Statebridge Company ( XXXX XXXX ) requested the following to be sent directly to email account : a ) Copy of the XX/XX/XXXX canceled check and bank statement ; b ) Request XXXX  XXXX XXXX to provide a report reflecting the dates payments were made to Statebridge Company ; 6. Statebridge Company ( XXXX XXXX ) stated upon receipt of the requested documents the documentation would be reviewed, a report would be generated for line management to determine what relief could be provided regarding the alleged missed payment along with the accrued late fees. 
7. We again attempted to make our XX/XX/XXXX mortgage payment, and again we were told Statebridge Company ( XXXX XXXX ) would not accept the payment, unless we included payment for the alleged missed XX/XX/XXXX mortgage payment along with the accrued late payment fees ; ___________________________________ XX/XX/XXXX XXXX XXXX. XXXX Date