Consumer complaint received 2023-05-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: PARAMOUNT RESIDENTIAL MORTGAGE GROUP
State: FL

Complaint narrative:
From : XXXX XXXX XXXX Sent : Tuesday, XXXX XXXX XXXX XXXX XXXX To : XXXX Cc : XXXX XXXX XXXX ; XXXX XXXX XXXX Subject : Fwd : Mortgage Payment | Account # XXXX Below, message I sent to PRMG loan servicing yesterday. They damaged my credit and all because they gave us the wrong address to send our XXXX payment to. 

______________________ C/O Paramount Mortgage Research Department Subject : Loan # XXXX Property Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  To Whom It May Concern, We sent our XXXX payment via check as you requested, to the address that your customer service department provided ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX for the amount of {$840.00}. ) and the check has never been cashed nor processed by your company. I have since confirmed this is a correct address for payment processing. 


Because of this, my credit has been affected, your agent spoke of foreclosures and I have received several late fees. We were informed that you keep logs of every customer interaction, so I would like to understand why I am being penalized for one of your representatives providing the wrong information to us. 


I have spoken to two of your agents today who stated that the address we sent the check to is in fact your east coast address where payments are processed- so in reality, your company taking longer to find and process payments has negatively impacted my credit and a possible home purchase which I was planning within the next three months. 


Additionally, we sent a second check on XX/XX/XXXX, to the second address you provided XXXX XXXX XXXX XXXX XXXX XXXX XXXX, ( see attached email messages we have been sending to the email address your representative provided when we told her we didn't own a fax, and which, according to the representative we spoke to today is NOT the correct way to communicate with the research department ). This second check should have been received already but also hasn't. 


I am enclosing both certified check stubs. I tried making the payment on the phone today and even sending in a wire transfer today and I was denied permission to do either. I am being penalized with certified payments only because one month, XXXX, was not processed due to you providing incorrect information. 


I would like a written explanation for why my credit is being affected by the fact that your representative has provided the wrong information to us, or that your department processing time is not optimal. This will help me fight the negative mark on my credit score with the credit bureau. 



I get calls from you repeatedly - but no one can help me expedite nor find a payment. There is no assistance to the issue and your representatives state that the group that we sent the first check to is impossible to reach and could have received the payment, but not have processed it yet. 


We will go ahead and cancel the XX/XX/XXXX check since the bank confirmed today that you never cashed it. 


Because we acted as instructed and in good faith, I would like your company to allow me to make the XXXX payment via the phone or via wire transfer. If not, we will have to send a second check for the XXXX payment ASAP and you will continue to add on fees and derogatory marks until you can process your own payment. There's a contract on the apartment as of today, XXXX XXXX XXXX and we need this account cleared. 


Please see all check stubs ( certified payment ) we have sent attached. 



Best regards, XXXX XXXX XXXX -- -- -- -- - Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : XXXX XXXX XXXX XXXX at XXXX Subject : Re : Mortgage Payment | Account # XXXX To : XXXX Cc : XXXX XXXX XXXX Hi there, I still have not received a response. 

I need to know where the check I sent your team for XXXX 's mortgage payment went. 
This is already affecting the credit reports. 
Please advise. 



Thank you, XXXX On Tue, XX/XX/XXXX at XXXX XXXX XXXX XXXX wrote : Hi, The XXXX  payment has been mailed as I did not want to risk a late fee. 

Please advise on the XXXX payment. 



Thank you, XXXX On Mon, XX/XX/XXXX at XXXX XXXX XXXX XXXX wrote : Hello, I hope all is well. 



I was asked to mail a certified check for my XXXX mortgage payment because there was an issue with my online payment. 



The person on the phone instructed me to make it out to XXXX ( I had to double check with the person that it was not to be made to PRMG and they confirmed ) and to mail it to XXXX XXXX XXXX XXXX, New Jersey XXXX for the amount of {$840.00}. If this information is incorrect, I encourage you to listen back to the line recording as I know all calls are monitored and recorded. 



The check was sent on XX/XX/XXXX in the mail for the XX/XX/XXXX mortgage payment. 



I received a call on Friday XXXX that they have yet to receive the check and there is an outstanding balance on my account. Then the person on the phone notified me that I was given incorrect instructions because there is another address that these certified checks are to be mailed to. Can it be confirmed whether or not the check sent on XX/XX/XXXX for XXXX 's rent has been received? I've attached a copy of the check for your reference. The account number was written on the envelope ( the bank was not able to add it to the check itself. ) I need my account to be in good standing. 



I recognize I also need to send a cashier 's check for XXXX 's rent and before sending it over, I'd like to confirm that it is to be made out to XXXX and it needs to be sent instead to XXXX XXXX XXXX XXXX, New Jersey XXXX ( as I was instructed on Friday. ) I would appreciate a response today so that I can send out the check as soon as possible. 



Looking forward to hearing from you. 



Thank you, XXXX XXXX XXXX XXXX XXXX in : Mobile | Older version | Desktop XXXX XXXX Message Delivery : XXXX XXXX XXXX, XXXX 
XXXX XXXX XXXX Message Attached : Message # : XXXX Sender Name : XXXX XXXX XXXX, XXXX Sender Company : XXXX XXXX XXXX, XXXX Sender Phone : Delivery Address : XXXX Transmit Time : XXXX sec Total Pages : XXXX

Company response to consumer: Closed with explanation