Consumer complaint received 2016-03-11 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: HSBC NORTH AMERICA HOLDINGS INC.
State: NY

Complaint narrative:
XXXX XXXX, XXXX, XXXX XXXX XXXX, Vice-President Customer Disputes and XXXX XXXX ( that same person I spoke with on XXXX/XXXX/XXXX ), manager Customer Disputes, sent a letter to the NYS Attorney General stating that, " We have completed reconciliations on both accounts and can confirm that the account status on each account is accurate. '' AND " Account XXXX ( The account in question ) is current. The next payment is due on XXXX XXXX, XXXX, in the amount of {$1000.00}. '' Our XXXX XXXX payment was credited to our account on XXXX/XXXX/XXXX. 
On XXXX/XXXX/XXXX after receiving a letter from Beneficial stating that we were in a repayment agreement and loss mitigation application that we had not initiated my husband called Beneficial to find out about this mysterious letter. He spoke with someone named XXXX who confirmed that they had made a mistake with the XXXX payment and we were not behind but up to date, and we are not in loss mitigation. 
Statements for XXXX and XXXX XXXX do not reflect the correct payments that we made and my husband spoke with a XXXX at Beneficial on XXXX XXXX, XXXX and she confirmed that our mortgage loan account was up to date. 
We received a letter dated XXXX/XXXX/XXXX from Beneficial saying that they have received our request for records of our account. The records we received are totally undecipherable. 
We also received a letter dated XXXX/XXXX/XXXX from Beneficial informing us that our mortgage loan was being transferred to XXXX XXXX XXXX, XXXX effective XXXX/XXXX/XXXX. In the letter Beneficial states that it will not accept payments after XXXX/XXXX/XXXX. 
Both my husband and I received XXXX copies of letters dated XXXX/XXXX/XXXX stating that we had to make a payment of {$2200.00} by XXXX/XXXX/XXXX or we would be in default and could lose our home. Note : the letter we received prior to these states they wo n't accept payments after XXXX/XXXX/XXXX. During this time they are also making repeated phone calls asking for payment. I consider this extortion. 
Payment history : Between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX we sent Beneficial a total of {$10000.00}. The financial records of our account that were sent to us by XXXX XXXX, Manager Customer Disputes, on XXXX XXXX, XXXX, confirms this and we have the cancelled checks to back it up. I am including that letter, with the records and the cancelled checks. 
Our monthly payment is {$1700.00}. There are 5 payments due from XXXX XXXX through XXXX XXXX. {$1700.00} x XXXX = {$8500.00}. 
So at the time that they sold our mortgage to XXXX we were not only up to date but ahead in payments. 
From XXXX/XXXX/XXXX throughXX/XX/XXXX a total amount of {$3600.00} was received by Beneficial yet only one month was credited toward our mortgage. 
We were also assessed XXXX late payment fees, XXXX on XXXX/XXXX/XXXX ( XXXX ), XXXX on XXXX/XXXX/XXXX ( XXXX & XXXX XXXX and XXXX on XXXX/XXXX/XXXX ( {$34.00} ) for a total of {$61.00}. 
If they had properly credited our account with the payments we sent in and they cashed, we would have been credited with on time payments for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The total amount due for those 6 months was ( {$1700.00} x XXXX ) {$10000.00}. 
We paid Beneficial {$10000.00} and that would leave {$500.00} for XX/XX/XXXX in our account. 
Beneficial told XXXX we were two months behind when in fact we were more than a month ahead. 
Beneficial sent a form letter response dated XXXX/XXXX/XXXX stating that they had received the above information and would respond in a timely and fair manner. 
On XXXX/XXXX/XXXX Beneficial sent another letter of an extension notification because they needed more time to complete the necessary research to provide us with a satisfactory response to our correspondence. 
On XXXX/XXXX/XXXX when we had n't received a response from Beneficial, we sent another letter to XXXX XXXX. They sent a letter dated XXXX/XXXX/XXXX acknowledging the receipt of this letter from us.

Company response to consumer: Closed with explanation