Consumer complaint received 2020-11-23
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: AMERICAN INTERNET MORTGAGE (NJ)

On XX/XX/XXXX my mortgage company, Aimloan.com, made a payment of {$1000.00} out of my escrow account for my homes hazard insurance, but the payment was made to the wrong payee, XXXX XXXXXX/XX/XXXX. I learned about this on XX/XX/XXXX when my insurance company, XXXX, sent me an email saying my premium had not been paid. After months of communication between the XXXX, Aimloan and myself, Aimloan finally made another payment of the same amount on XX/XX/XXXX, which was addressed to the correct payee and my insurance policy remained active. 

However, the incorrect payment made on XX/XX/XXXX has never been refunded to my account. I have called Aimloan many times, spoke with many different representatives and supervisors, and wasted countless hours on the phone during the past four months to no avail. As a result of the incorrect payment, my total mortgage payment has increased from {$1000.00} to {$1100.00} after the annual escrow review in XXXX, and my escrow account balance has turned negative in XXXX. 



After speaking with a supervisor in XXXX, who escalated the problem to Aimloans Research Department and guaranteed me my problem would be addressed, I received a letter in the mail dated XX/XX/XXXX stating : We have not completed our investigation of the error ( s ) identified in your correspondence. We appreciated your patience while we prepare a response. We will respond no later than XX/XX/XXXX. If you have any questions, please call us at XXXX. 

On XX/XX/XXXX, no one contacted me. I waited until XX/XX/XXXX to call again and speak with another supervisor. She told me she would escalate the matter and I would be contacted within XXXX hours. Once again, no one contacted me. On Friday, XX/XX/XXXX I called and spoke with another supervisor, XXXX, who promised me he had escalated the matter and someone would contact me by the end of that day, either by phone or email. And again, no one reached out to me. 



Today, XX/XX/XXXX I tried again. I spoke with XXXX in the escalations department, and she seemed to be more helpful. But she was not able to resolve the issue at the moment since it had to be escalated ( again ). Given my experience with previous unsuccessful attempts by Aimloan to resolve the matter, I am filing this formal complaint to, hopefully, motivate my lender to refund my escrow account. 

Every representative I have spoken to recognize that Aimloan has made a mistake, but no one has been able to get the money back into my account. And there has been a complete lack of care in reaching out to me and respond to my requests. The only communication I received from Aimloan throughout this entire process was the letter dated XX/XX/XXXX asking for more time to investigate the matter. Other than that, it has always been me reaching out to them for countless times and telling my story over and over again to different representatives that have so far been completely ineffective in addressing the problem. I have also sent three messages through Aimloans Secure Message Center in the web portal, dated XX/XX/XXXX ( XXXX ), XX/XX/XXXX ( XXXX ), and XX/XX/XXXX ( XXXX ), and none of them received a reply. 

I hope this complaint reaches the right people at Aimloan and they finally make this right.