Consumer complaint received 2023-02-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: GUARANTEED RATE INC.
State: CA

Complaint narrative:
I was a previous customer of Guarantee Rates ( GRI, https : //www.rate.com/ ), and my mortgage was sold to XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) in XX/XX/XXXX. I recently learned that there is a unrecognized transaction for {$2200.00} on XX/XX/XXXX from my escrow account with XXXX. The transaction was denoted inconsistently as NOT USED or XXXX XXXX XXXX ( see attachment ) in different documents. Despite the inconsistency, the amount just disappeared from my escrow account. 

I contacted XXXX about the transaction, and they simply said the transaction was a bill from my previous mortgage service provider GRI. I tried to contact GRI multiple times, and was finally successfully learning from them after weeks of attempts and the help from Better Business Bureau. However, the GRI representative said they have nothing to do with the transaction, and the transaction was for either city tax or homeowner insurance. Their explanation that the transaction was for tax or insurance is definitely far from the truth, as there is another city tax disbursement on the same month ( XX/XX/XXXX ) and insurance disbursment on XX/XX/XXXX ( see attachment ). I am also very confused about the contradicting comment if the transaction was a bill from GRI ( based on XXXX representative ) or not ( based on GRI ). 

The entire process for chasing the truth is also painful. I reached out to both GRI and XXXX customer service multiple times over the past months to inquire about this transaction. Many times my attempts were met with unhelpful and rude representatives. They have refused to provide any further information about the transaction and refused to look into the details. They threw out some random explanations without any verification and consistently redirected me to other departments or companies, without addressing my concerns directly. Even after I have contacted Better Business Bureau, their agents still pointing fingers to me or the other company and provide inconsistent information ( whether the transaction was for billing from GRI or not ). 

I understand each side ( GRI or XXXX ) might not have full visibility to the transactions as my mortgage service has been transferred to XXXX. However, obviously there is something falling through cracks and the transition information has so many mismatches and gaps. I believe it's the responsibility of GRI and XXXX to make sure the transition goes smoothly. I am very disappointed that I am the person to stitch shattered information to get the transition back on track, instead of GRI and XXXX. I am also very disappointed and surprised about how little support I got and how much misinformation I continue to learn from both GRI and XXXX, when I take the initiative to get the transition back on track. 

I am deeply concerned about this matter and feel that the transaction could be a potential case of fraud. I will be very appreciated that you investigate this matter and take appropriate action to ensure that my account and personal information are secure. I request that GRI and XXXX to sort out the transition, and compensate me for the transaction and any incurred interests ( if that's proved an error ), as well as my time spent in tracking this matter. I also request that GRI and XXXX customer service representatives receive better training in how to handle customer complaints, as the unprofessional and dismissive manner in which they have treated me is unacceptable. Thank you for your help.

Company response to consumer: Closed with explanation