Consumer complaint received 2017-09-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Vitek Real Estate Industries Group, Inc.
State: CA

Complaint narrative:
I made my mortgage payment due on XX/XX/XXXX  to Vitek mortgage group ( payment went to XXXX, who services Vitek mortgage loans ) on XX/XX/XXXX. The check was received and cashed. My loan was then transferred to XXXX XXXX servicing as of XX/XX/XXXX &.  XXXX loan servicing is serviced by XXXX. They state that XXXX/Vitek did not forward the payment to them. 

I have called NUMEROUS times regarding this situation and every time I call, I am placed on hold for about 30 plus minutes as each person I speak to has to review the account and it takes them so long to understand what is going on. I have explained to them that they cashed my payment for XX/XX/XXXX, and have not forwarded or informed my new mortgage company that I have paid my XX/XX/XXXX mortgage payment. On the third call ( because on the 2nd call, the customer service rep hung up on me when I asked to speak to a supervisor after she kept telling me my check was returned, which it CLEARLY was not ), I spoke with supervisor XXXX XXXX. I explained the situation AGAIN, and after 45 minutes of being on the phone with her, she said she had to do more research and will call me back. She never called me back, and here I was calling for the 4th time trying to get this resolved again. Spoke with supervisor XXXX at this point, who said she has to put in a request that can take up to 5 business days for them to try to get the payment reissued to XXXX/XXXX. Finally, I filed a complaint with the Better Business Bureau on XX/XX/XXXX. I received a response ( attached ) that states they will wire over the funds due to all of the issues going on. I called between XX/XX/XXXX-XX/XX/XXXX to confirm this was done and was told that the wiring is scheduled, but not sent out yet. Finally after a few more phone calls and speaking to a supervisor, he told me the wire was sent on XX/XX/XXXX & he needs to get a hold of the wiring department so he can provide me proof of the wire. He never called me back, so I called back again on XX/XX/XXXX & a representative told me he faxed the confirmation to my new loan company, but could not provide me an email of the confirmation, but can try to mail it. He said to contact XXXX as they wired the payment and sent the confirmation. 

Finally, I call XXXX and spoke with a few representatives before finally speaking to supervisor XXXX on XX/XX/XXXX. He told me he will send it to the cashiering department to research which will take another 3 bus days. He assured me it would be resolved by Tuesday XX/XX/XXXX, and said that he would call me back with any issues, and even gave me his personal line. Sure enough Tuesday comes and no payment on my account and no phone call. Left him a message XX/XX/XXXX, and no return call. I called XXXX today, and spoke with XXXX, and she was able to send me a copy of the fax they received showing the wire confirmation, however, she stated the research department said they did not receive the payment and the address on there is not their payment address, and she advised me to call XXXX/Vitek again. 

Already frustrated, I call XXXX/Vitek and immediately ask to speak to a supervisor as I was tired of explaining the issue 3000 times. The representative, who said her name was XXXX, was very rude, even make snarky comments and giggling, which I told her I did not see how this issue was funny. After getting nowhere with her, I asked again to speak with a supervisor and she said there is no supervisor there for me to talk to. I asked her for her supervisor 's name, and she refused to give it to me due to " security reasons. '' I then said I do not feel comfortable with her handling my account and that I would like to speak with a different representative. She told me that if I do n't want her help, " it 's a call center '' so " hang up and call back. '' I did and spoke with another representative who told me research is going on and I should expect a result by XX/XX/XXXX. She could not even tell me what they were researching, as I was calling to tell them the wire they sent, was not received and they may have sent it to the wrong company/people, etc. She said it is escalated to a supervisor and I should get a call within 24 hours. The address on the wire confirmation does not match the address on the XXXX servicing transfer letter that XXXX/Vitek sent me. 


I am extremely tired of this process. I have made my payment as I should have and am having to deal with all of these problems that were not at all my fault! Spending numerous, days/hours on the phone has given me stress and anxiety, when I have done nothing to wrong and I am getting absolutely nowhere. Everyone just keeps telling me wait a few days and call back, and then I call back and the issue is still not resolved. It has been about 3 months that Vitek/XXXX has cashed my check and no one at this company can figure out how to get that payment to the correct people. XXXX took over my loan as of XX/XX/XXXX, which on that date my payment was already made on the account, so I do n't see how they are holding me responsible, when my payment was already made.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation