Consumer complaint received 2020-08-12
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: ZIONS BANCORPORATION (AZ)

Hello, I had a mortgage with Zions Bank, but service by XXXX. The mortgage was paid off back in XX/XX/XXXX. They sent us escrow overage refund check # XXXX for {$1100.00} dated XX/XX/XXXX, and I misplaced the check. And finally found the check on XX/XX/XXXX. So the the check have not been cashed yet, but its staled dated so I contacted XXXX. 

I have contacted XXXX  multiple times, and not making any progress. I'm on the end of the road, they won't send me my escrow overage money back. I'm tired of this fight. I hope someone can help me. Why is it so hard to get your escrow refund money back? but if the other way around, if we are as a customer late on making payment-of course they will hunt you down. 

The following information below is my attempts to contact XXXX : XX/XX/XXXX - I contacted XXXX XXXX XXXX, to check the status of my Escrow refund for {$1100.00} check # XXXX to make sure its still outstanding. 

XX/XX/XXXX - see document XXXX.pdf for XXXX responded XXXX Please confirm your current mailing address. Once we receive your response, we will ensure your mailing address on file is correct and request to have the check stopped and another reissued to you. Please allow 3-5 business days for processing, at which point the check will be sent to you via US Mail. 
XX/XX/XXXX - see document XXXX email2.pdf for my respond to confirmed my mailing address, and request for the replacement check. and XXXX responded with : Please allow 3-5 business days for processing, at which point the check will be sent to you via US Mail. 

XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX - I sent multiple emails to follow up with the status of my new check, and each representative could not help with all kind of different excuses. See document Multiple Attempts.pdf XX/XX/XXXX at XXXX ( MST ) - I called XXXX at XXXX for total 39 minutes. Took her awhile to find my account because the loan was paid off last year. She said that there's a stop payment order for check # XXXX but no re-issue of check. And she said that she will investigate this and call me, to make sure they re-issue the check. She assured me that someone will call within few days. 

XX/XX/XXXX - I emailed XXXX  again to follow up again XX/XX/XXXX at XXXX ( MST ) - I called XXXX again for total 21 minutes. After explaining everything again, the Support Reps, pulled the record and said since XX/XX/XXXX - only stop payment order for check # XXXX but no re-issue of check. I asked if I should call Zions Bank since the mortgage is with them and XXXX is only servicing, she said ... no, Zions Bank will have to contact XXXX  anyway. She asked me to check back in 10 days, she'll escalate this. 

XX/XX/XXXX - XXXX responded to my XX/XX/XXXX email Thank you for your recent inquiry regarding your check reissue. We apologize that we have been unable to respond to your message within our standard processing time. We regret any inconvenience this delay may have caused. This message is to inform you that your inquiry has been acknowledged and is being researched at this time. Please anticipate another 15 to 30 day response time for this particular issue.