Consumer complaint received 2023-05-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mountain West Financial, LLC
State: AZ

Complaint narrative:
I was trying to pay my mortgage in advance for the summer because I will be taking unpaid time off this summer. The bank took an earlier payment and applied it to principal. I did not complain about it because when I logged into the account to see if it was correctly applied, I noticed the mortgage amount increased. I was never notified of the mortgage increase but I let them apply that payment to principal. 

I then began submitting additional payments always several days apart so it would be clear these were payments and not additional principal. The last payment made more than a week ago should have been applied towards my XXXX payment. It was not. I contacted the bank, expecting this to be an easy fix. Initially I was unable to reach anyone by phone and attempted to reach them through the message center. However, every time I sent them a message, I would get an immediate auto reply telling me to contact them by phone. I would attempt this again and request a return call. I never received one.

On Friday, I finally reached a person, who initially said that the issue was that I paid more than my mortgage amount and she said I only owed the amount that I was told ( by letter ) that I owed, in XXXX. I showed her that it was increased ( although without proper notification ) after that point. She initially seemed confused ( as was I ) but said that she would make the correction. She said that it would not update until XXXX  because I wanted to stay on the line with her, until it was updated. I checked Saturday morning and it was still showing as a principal payment. I thought it could be due to the weekend, so I checked again today and it still has not been corrected. Below is the message I sent them on Friday. 

I am once more requesting that you apply the last payment I made to my XXXX mortgate payment. I will also make one last attempt to contact you by phone but if it isn't done by the end of the day, I will file a complaint with the CFPB ( Consumer Financial Protection Bureau ). I am done wasting my time. Very Sincerely, XXXX XXXX Please Call Us ( General ) Hello, Thank you for contacting Mountain West Financial. 


Please call us at ( XXXX ) XXXX to reach a live representative and we'll be happy to assist you with anything you need. 


For additional information or assistance, please visit our site https : //mwf.servicingdivision.com  or call our Customer Care Center at the toll free number ( XXXX ) XXXX. Our representatives are happy to help you Monday through Friday XXXX XXXX to XXXX XXXX  EST, and Saturday XXXX XXXX  to XXXX XXXX  EST. 


Sincerely, Mountain West Financial Mountain West Financial Customer Care | Core Servicing https : //mwf.servicingdivision.com T ( XXXX ) XXXX F ( XXXX ) XXXX NMLS # XXXX The information contained in this message is proprietary and/or confidential. If you are not the intended recipient, please : ( i ) delete the message and all copies ; ( ii ) do not disclose, distribute or use the message in any manner and ( iii ) notify the sender immediately. In addition, please be aware that any message addressed to our domain is subject to archiving and review by persons other than the intended recipient.

Company response to consumer: Closed with explanation