Consumer complaint received 2020-07-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: GUARANTEED RATE INC.
State: VA

Complaint narrative:
This is to file a complaint against XXXX XXXX XXXX  and Guaranteed Rate mortgage companies for loosing my XX/XX/XXXX payment after my loan was sold. 

My loan was sold around XX/XX/XXXX. I made my XXXX payment to Guaranteed Rate ( Acct. # XXXX ) ; in XXXX I receive a statement from XXXX XXXX XXXX  ( Acct. # XXXX ) with nothing about them not receiving my XXXX payment. I made my XXXX payment and my XXXX payment for the full amounts prior to the due date. However, when I received my XXXX statement it showed that I was past due a full payment. 
On XX/XX/XXXX I called XXXX XXXX XXXX  and spoke to XXXX. She told me that my XXXX payment was never receive. I explained that I had paid it to Guaranteed Rate and that they should have transferred it to them. She said that when they transfer fund it is in a lump sum and so someone needs to figure out which account to apply the payments to. She told me to send a copy of my XXXX statement to her supervisor XXXX XXXX. I did that immediately. 
On XX/XX/XXXX I received a call from XXXX from XXXX XXXX XXXX. She informed me that the research dept. received my XXXX statement but said I needed to provide a copy of the front and back of my cancelled check as proof of payment. I explained that I made my payment electronically. She said she would talk to XXXX. 
Next, I went into my online banking and found an electronic funds verification of the payment to Guaranteed Rate and emailed it to XXXX. 

Then on XX/XX/XXXX, I called my bank XXXX and was told by the rep that they posted my XXXX payment on XXXX to Guaranteed Rate. She said that she would submit a request for research to be done to see if they could provide me with some other form of proof of payment. 

On XXXX I received a call from XXXX at XXXX XXXX XXXX  who said that my phone number popped up on her ACD and she didn't know why she was talking to me. I explained the entire situation and she said she would talk to XXXX. 

By this time I was very upset and frustrated with XXXX XXXX XXXX. I contacted Guaranteed Rate 's servicing dept. and spoke to XXXX who told me that he didn't show that Guaranteed Rate received my XXXX payment. I explained that my bank verified that they sent the payment to them. I then sent an email to Guaranteed Rate and copied XXXX from XXXX XXXX with the copy of my electronic payment verification. After that I receive a quick email from XXXX that said she received the verification and passed it on the dept. that would research it. 

On XXXX at XXXX I received a collection call from XXXX XXXX XXXX   asking me when I was going to make my XXXX payment!!! I explained what was going on with the investigation of my XXXX payment and he told me that they took my XXXX payment to XXXX and XXXX payment to XXXX. I explained everything and everyone that I had already talked to and he said there was no notification on my account of any of those conversations but would notate it on my account and then hung up on me. 

So I am at my wits end here and need help because SOMEONE has my XXXX mortgage payment! It is either XXXX XXXX or Guaranteed Rate or else one of their employees stole my money. 

Please help me resolve this because it is apparent that both of these banks don't have reliable processes in place to deal with their sold loans. 

Thank you, XXXX '

Company response to consumer: Closed with explanation