Consumer complaint received 2016-06-01 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Midwest Loan Services, Inc.
State: PA

Complaint narrative:
I went through a HAMP with my mortgage servicing company in XX/XX/XXXX. The process was long and ended with me calculating my payments and sending that information to my mortgage servicer to draw up the paper work correctly. I should have known then that this company was not equipped to handle my loan. Today is the first time I found out that if a person pays on time they can get an incentive through the HAMP program. I was on the government website and found that information, but my servicing company never disclosed that and they never implemented my incentive in the past 3 years. My escrow account is not adding up. I have gone over the numbers and when I attempted to speak with the servicing company about what I found, I was hung up on. I have not had the time to throughly research the escrow account, but I am almost certain that if one year is wrong, all the years are not calculated correctly. My mortgage payment has continued to climb back up after my HAMP and they say it is because of my homeowners insurance, but I do n't see how it made such a big impact on my monthly payments. I am frustrated because I ca n't seem to find anyone at this mortgage servicing company who can add and explain what they are doing or lack thereof. Today the company took XXXX payments from my checking account, both dated for XXXX/XXXX/XXXX. On Saturday XXXX/XXXX/XXXX I scheduled my XXXX payment for XXXX/XXXX/XXXX. When I checked my bank account yesterday ( XXXX/XXXX/XXXX ) the funds were still there, so I went on the servicer 's website and it changed my requested payment date to XXXX/XXXX/XXXX. I immediately thought maybe I picked the wrong date on Saturday and deleted the payment for XXXX/XXXX/XXXX and scheduled a payment for XXXX/XXXX/XXXX. To my surprise today, two payments were processed and my account was overdrawn. When I spoke with the servicing company they stated that I initiated both payments and it would costs me a fee to have the extra payment reversed ( $ XXXX-check, $ XXXX-wire ). I informed the lady that I picked XXXX but their website changed it to XXXX. She stated that that 's what their system does when a payment is scheduled, it switches to the next month automatically. I asked her why because that is not what I wanted and she again just stated that that is what their system does. She put me on hold and came back minutes later stating they will waive the fee and refund me. It was never my fault. It should have been processed on the date that I requested. I asked about my bank fee and she said I would have to send proof of the fee to get that back. She also said that I can keep both payments in the system and my next payment would be due XXXX/XXXX/XXXX. I informed her that is not an option because my account is overdrawn and also, that payment included a late fee so why would I pay a late fee for XXXX on XXXX XXXX? This company is not professional, they are incompitent and they are not doing anything to benefit the client. They do n't know how to explain any of their actions and numerous times they have gotten frustrated with me and my questions.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation