Consumer complaint received 2016-11-08
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Movement Mortgage LLC (AZ)

Refinance of home done XXXX XXXX through Movement Mortgage with XXXX XXXX XXXX ( XXXX ). He did not properly calculate/disperse the money to pay off loan as agreed upon. I became aware that one of my student loans was listed as " active ''. Initially did not think much of this as all of my loans were thought to be paid in full at time of refi. While completing the refi., XXXX was trying to get my auto loan added as well but I declined this since I ultimately wanted my student loans paid in full before payments became active. I had one unsubsidized loan from 2011 that had been gaining interest for several years while completing my degree, making it important to me that I get it paid off right away ( half the reason I wanted to do the refi when I did ). Everything seemed to have gone smoothly- just paying the student loans completely was settled on and according to several phone conversations and even recent email conversations with XXXX, that was the understanding of what had been achieved. Fast forward to last several weeks. Early XXXX I filed a dispute for the " active account '' through XXXX to " close '' the student loan, like the other student loans appeared thinking and being told this was likely a clerical error/easy file of paperwork fix. Never would I have imagined the loan was not paid in full. When the dispute was inconclusive, I dug deeper. At this point I did reach out to XXXX ( XXXX XXXX after speaking with XXXX XXXX XXXX confirming the loan balance ) who suggested that I contact the title agency who could pull my file, get the cleared checks sent to XXXX, and then get the account reconciled and " closed ''. He said that sometimes they are slow to file these things and not to be concerned. " They just have n't taken the time to request it yet ''. He also asked if I had taken another loan out recently ( Which I had not, the loan in question is from 2011 ) since my refinance money had paid off my student loans. At this point I am still not concerned since XXXX leads me to believe this is a clerical error that will be " rectified easily ''. I contact the title agency XXXX XXXX who pulled the info and sent it promptly to XXXX. I contact XXXX who says this will " rectify the amount in question '', nothing further at this time needs to be done, wait for the checks to be reviewed. After several days ( XXXX XXXX ) I continue watching my accounts, and still not changed so I contact XXXX who state they have n't reviewed the information that was sent yet. I contact again XXXX XXXX and was told it was reviewed and my account is accurate and does still hold a balance. Lack of competence and attention to detail, the amounts were not accurate leaving me with a balance that I was led to believe no longer existed. The loan was not pain in full due to an error made by XXXX. I then contact the title agency with this info update from XXXX, they report they pay what the XXXX requests and are of no further help to me since this is not a mortgage and I need to discuss further with the XXXX. I have since sent several emails : XXXX on XXXX XXXX, again XXXX XXXX, and XXXX, etc ) but have heard nothing back from XXXX. I went to the Movement Mortgage website and have emailed XXXX generic addresses from the site in hopes of getting someone to respond. My realtor who recommended XXXX to me has also been trying to contact XXXX with limited success. He did respond once briefly telling her he was trying to reach " the closer '' and that he used my credit report to get the balance of my student loans, never reaching out to the XXXX XXXX XXXX XXXX who holds the loan information in its entirety. I am filing here in hopes of hearing back from anyone who can assist in rectifying this wrong. I was misled and misinformed at the time of the refinance and again now when trying to figure out what had happened by XXXX regarding my money and its use.