Consumer complaint received 2021-05-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: EarnUp Inc.
State: DC

Complaint narrative:
On XXXX XXXX, my aunt passed away. Upon review of our joint XXXX XXXX account, I noticed {$430.00} bi-weekly ACH mortgage payments ( from XX/XX/XXXX to XX/XX/XXXX ) to EarnUp, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX ( XXXX ) XXXX. However, the mortgage loan on our Co-Op was refinanced in XX/XX/XXXX and subsequently paid-in-full on XX/XX/XXXX. 

On XX/XX/XXXX, I contacted EarnUp, https : //support.earnup.com, requesting to resolve this issue and obtain a complete refund of the funds ( approx. {$9500.00} ). I provided them with a copy of my aunts Death Certificate, XXXX XXXX XXXX and Paid in Full Note but met with negative results. 

On XX/XX/XXXX, I filed a complaint with the XXXX XXXX XXXX ( XXXX, Complaint ID # XXXX ) disputing the EarnUp ACHs. EarnUp provided the following response to the XXXX : Typically, when payments are made to a loan account that has been closed, the lender will issue a refund of the funds collected via check directly to the borrower. We are happy to assist in locating the funds that were issued to XXXX Savings Bank. To that end, we are offering to set up a conference call with the lender and you so that we can verify the location of the funds that were paid to them. We apologize that this assistance was not offered to you upon your initial communication, and we hope that we can help to resolve this matter. 

On XX/XX/XXXX, the XXXX closed my complaint accepting EarnUps position on the matter and suggested I file a complaint with the Consumer Financial Protection Bureau ( CFPB ). 

On XX/XX/XXXX the XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX OH XXXX ( XXXX ) XXXX, reviewed the closed loan and confirmed that no further funds had been applied and the Notes on the loan and showed no additional incoming payments or refunds issued either. 

On XX/XX/XXXX, I contacted EarnUp, https : //support.earnup.com, attempting to resolve this issue amicably. EarnUp representative, XXXX ( XXXX XXXX XXXX, contacted me via phone and attempted to set up a conference call with XXXX. Placing me on hold, XXXX stated that all her attempts to contact XXXX were unsuccessful. I agreed to call her back tomorrow, the 30th, so we could try again. 

On XX/XX/XXXX, I attempted to contact XXXX ( XXXX ) XXXX. EarnUp representative, XXXX, answered my call and hung up on me twice. I re-submitted my complaint, https : //support.earnup.com,. EarnUp representative, XXXX, contacted me via phone and attempted to set up a conference call with XXXX. Once again, she placed me hold and stated she was unable to get through to anyone at XXXX. 

EarnUp has been unable/unwilling to provide any documentation supporting they submitted/forwarded the funds to XXXX for final credit to my aunts closed/paid-in-full mortgage loan. Whereas, XXXX has confirmed they have no record of any additional incoming payments to the loan.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation