Consumer complaint received 2023-06-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: UBS BANK USA
State: CO

Complaint narrative:
On Friday, XX/XX/2023 UBS Bank USA drafted a duplicate mortgage payment in the amount of {$4600.00} from my checking account at XXXX without authorization to do so. This error occurred during a servicing transfer from XXXX XXXX XXXX XXXX  XXXX XXXX. In accordance with the terms outlined in the notice provided during the servicing transfer, XXXX XXXX drafted a payment from my account on XX/XX/2023 to maintain my current AutoPay plan. 

I contacted UBS Bank immediately on Friday, XX/XX/XXXX to report the error. They indicated there was nothing they could do to help and suggested I reach out to XXXX  or attempt a stop payment with XXXX. When I contacted XXXX, they explained that they had processed the payment in accordance with the payment plan and that UBS had made the mistake- they should not have drafted another payment on XX/XX/XXXX. At no time did UBS have permission to debit the account on that date. XXXX shared that servicing responsibilities had been transferred to UBS and they were unable to help. 

I attempted the stop payment at XXXX with a great deal of caution from the bank because they said it may impact all future payments from being drafted. Unfortunately, the payment had already been posted to the account and therefore a stop payment was not successful. 

I contacted UBS again on XX/XX/XXXX to request that that duplicate payment be returned to me via wire transfer as they had indicated they could do once the payment posted. I was told that I would receive a call back from an escalation department representative but did not receive a call. When I attempted to reach UBS again I received a closed message. 

When I contacted UBS again on the morning of XX/XX/XXXX, I disclosed on a recorded line that if they were not able to resolve the issue with funds credited back to my account by end of business today that I would be filing a complaint with the CFPB. I was transferred to an executive resolution team where the individual I spoke with attempted to reach the first person I spoke with. He informed me that person was in meetings and would be unavailable to contact me for 24 hours. I requested to speak with someone else or manager, he stated he could not do anything further. I again asked for a manager and he submitted a call-back request. I never received a call-back from a manager. 

Later in the day, I did receive a call back from the person I spoke with on Friday who was going to help get the wire submitted. I was authenticate and provided account information to process the wire and believed the credit would be sent to my account today. I later received a call from another person claiming to be from UBS but the caller ID did not match the other callers and the individual was insistent that I provide the last 4 digits of my SSN. I asked to authenticate using other options and he refused to help me. He stated he was closing his case and that I could call back. 

I attempted to reach UBS again after this call and waited on hold before I no longer had time to wait. No credit has been applied to my account and a manager at UBS has not contacted me to address this issue and make things right.

Company response to consumer: Closed with explanation