Consumer complaint received 2017-06-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: SIERRA PACIFIC MORTGAGE
State: CA

Complaint narrative:
To Whom It May Concern : My name is XXXX XXXX and I am Sierra Pacific Mortgage Company 's customer, currently holding a conventional 30 year mortgage of $ XXXX, Loan Number XXXX. I sent in a bi-weekly payment amount of {$1300.00} towards my loan payment on XX/XX/XXXX, which covered 50 % of the payment amount of $ XXXX. This payment was sent from my XXXX XXXX account. I have evidence that Sierra Pacific received and cashed my check on XX/XX/XXXX. I have sent multiple emails, perhaps 5 or 6, asking that they please apply the {$1300.00} extra to principal and only one of the emails has been acknowledged ; not offering help or resolution, simply " acknowledging '' the email, but with no action taken on part of Sierra Pacific. I initially intended to send in the other half, an additional {$1300.00} within a few days, however, inadvertently, XXXX XXXX sent an additional {$2800.00} which included {$200.00} towards principal. Not intending to pay {$1300.00} plus {$2800.00}. towards my monthly payment of {$2600.00} I asked XXXX XXXX to place a stop payment, which they did, but somehow the payment made it to Sierra Pacific and they credited, then debited the amount. I had been trying, for about two weeks since the first few days in XX/XX/XXXX to make the remaining payment of {$1300.00} via Sierra Pacific 's online payment option, while the payment was still FREE of fees, i.e. no {$5.00} or {$10.00} fees, however, their system only gave me the option of paying another {$2600.00}, not keeping in mind that I had already paid {$1300.00}. I was forced to pay a {$10.00} fee to make an ONLINE PAYMENT, which reason dictates should be free, and this appears to be a PREDATORY and egregious fee, not to mention, the payment is being done before the XX/XX/XXXX of the month, when the payment is still considered timely. I am asking that you please have Sierra Pacific reimburse the {$10.00} that they took from me because I had been, for the past 14 days or more, trying to make a payment toward the balance owed, which was only {$1300.00}. At this point, as noted in the beginning of my email, I have asked that the very big, additional payment of {$1300.00} be applied as extra to principal and to make the payment retroactive to the first day Sierra Pacific received it, which was on XX/XX/XXXX, as they have been holding it in limbo as " unapplied '' and it has not been applied toward my mortgage, allowing additional interest to accrue. I have asked that they please adjust the interest to the date the {$1300.00} was received by them, and please credit the {$10.00} taken for the payment made because their system was not allowing me to pay the balance of {$1300.00} and forced me to eventually make another full payment of $ XXXX I thank you in advance for refunding the {$10.00} payment fee and applying the {$1300.00} extra to principal, retroactive to when Sierra Pacific first received that payment which again was received, AND cashed by them on XX/XX/XXXX. Thank you. XXXX XXXX

Company response to consumer: Closed with explanation