Consumer complaint received 12-01-2015 about Bank account or service (Other bank product/service) with Nationwide Biweekly Administration, Inc. (AZ).
Issue: Account opening, closing, or management

Complaint: I have been a customer of Nationwide Biweekly Administration since XXXX XXXX. At the time, they lured me in with promises of chopping seven years off of my 30-year mortgage, and all I had to do was pay half a mortgage payment to them every two weeks ( instead of a full mortgage payment once per month ). After the initial payment that included setup fees, they took {$740.00} out of my account every other Friday ( the last time being XXXX XXXX, XXXX ) and paid my regular mortgage payment when it was due on the first of the month. 
On XXXX XXXX, XXXX, I received XXXX identical e-mails from them entitled " Help Save Nationwide Biweekly Adminisstration Inc. ( NBA ) ''. In this rambling e-mail, the President/CEO of NBA, XXXX XXXX XXXX, basically said that his company was under attack by your organization, the Consumer Financial Protection Bureau ( and specifically XXXX XXXX ). I did not follow up on his request to call ( XXXX ) XXXX to speak on NBA 's behalf - I have had an increasing concern over the past couple of years that I was being foolish and wasting my money through NBA, when I suspected I could easily just do for myself what they were doing for me and save both on the fees and the headaches associated with dealing with a XXXX party ( NBA is obviously external to the agreement between me and my mortgage holder, XXXX XXXX ). 
Last week, on XXXX XXXX, XXXX, I received XXXX e-mails from NBA, all identical except for the subject line, which said " Account Suspension Notice - Open Immediately '', " Account Suspension Notice - Open Immediately - 2nd Notice '', or " Account Suspension Notice - Open Immediately - 3rd Notice '' ( i.e. there were XXXX sets of XXXX notifications, all on the same day ). In a nutshell, NBA said ... 
" ... we must inform you that we must suspend your account TEMPORARILY. This is not your fault, and we are working hard to resolve this situation as soon as possible. The most important things that you need to know are that : If we debited your account sufficiently in XXXX, NBA will make your next payment due XXXX XXXX, XXXX ; We will NOT be debiting your account in XXXX. 

YOU will need to make your next FULL LOAN PAYMENT due XXXX XXXX, XXXX directly to your lender yourself ; and If there are any funds remaining in trust after NBA makes your XXXX XXXX, XXXX payment, they will be promptly returned to you. " There have been no follow-up e-mails. My numerous attempts to call have been met with the recording that says that due to unusually high call volume, call back later. They have not responded to e-mails. 
It is now after XXXX XXXX EST on XXXX XXXX. They have not as yet paid my mortgage payment for XXXX XXXX, XXXX, as they promised they would in the " account suspension '' e-mails. I went back this past weekend and reviewed what NBA had taken out of my account over the past five years versus what they had actually paid to my mortgage holder, and there was over an {$11000.00} difference ( which will drop to about {$9700.00}, if they actually do end up paying my mortgage today ). I am not sure how much of that is what NBA considers " fees ''.

Company response to consumer: Closed with explanation