Consumer complaint received 2019-04-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Statebridge Company
State: CA

Complaint narrative:
To : XXXX@statebridgecompany.com XXXX XXXX at XXXX XXXX Second Follow-up It is very important that I hear from your company, that this correction has been made? 


-- -- - Forwarded Message -- -- - To : XXXX@statebridgecompany.com <XXXX@statebridgecompany.com> Sent : Friday, XX/XX/XXXX, XXXX XXXX PDT Subject : Fw : Statebridge Company XXXX Fw : Statebridge Company XXXX XXXX/Sent To : XXXX@statebridgecompany.com XXXX XXXX at XXXX XXXX Follow-up -- -- - Forwarded Message -- -- - From : To : sorozco@statebridgecompany.com <XXXX@statebridgecompany.com> Sent : Tuesday, XX/XX/XXXX, XXXX XXXX PDT Subject : Re : Statebridge Company XXXX Hello XXXX I received my XXXX statement yesterday, and it is showing amount due is {$1700.00}. This is including the late fee that was for my XXXX. payment. This statement is dated XX/XX/XXXX, after our phone conversation. I also called your company and left a message for you to call me today at my time XXXX XXXX, so I could get clarification. This is of a serious concern for me, because your company 's billing system appears not to be updating my account accurately and timely. This is why I had the suspension that my XXXX payment was not posted when it was received. This is why I ask for the Late fee to be waved. 
1st ..I received a letter stating that my mortgage was increasing from {$1500.00} to {$1600.00} an increase of {$100.00} and now a late fee of {$71.00}, for my XXXX Mortgage. My XXXX statement shows that my payment will be {$1700.00} ; I do not want {$1700.00} deducted from my bank account on XX/XX/XXXX. ( only the correct amount for {$1600.00} ) Please make sure that this correction is make before my XXXX payment is processed. ( XX/XX/XXXX ) 2nd ... .. I would like a corrected statement sent to me As Soon As Possible showing that an accurate amount that will be deducted my account. Because, at this point I am not trusting you company is being truthful in their accounting. 
I have never dealt with a company that causes so many issues when it comes to customers trying to keep their part of their contract and the company causing more stress that necessary. I stride to keep my credit Excellent and now I am worried that your company will be the one to XXXX it up. I realize that your company not a very large one, but putting their customers at risk should be a very important factor. 
I would appreciate assistance in correcting this matter ASAP. Thank You On Thursday, XX/XX/XXXX, XXXX XXXX PST, Thank you very much. 

On Thursday, XX/XX/XXXX, XXXX XXXX PST, XXXX XXXX <XXXX@statebridgecompany.com> wrote : Hello XXXX , This is XXXX Following up on our Call. Good news the late fee is being removed you should see this on you billing Statement for XXXX. 
Best Regards, XXXX XXXX XXXX XXXX Servicing Specialist Statebridge Company XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX CO XXXX ( p ) ( XXXX ) XXXX-XXXX | ( f ) ( XXXX ) XXXX-XXXX ( Toll Free ) XXXX-XXXX-XXXX XXXX@statebridgecompany.com To : info@statebridgecompany.com XX/XX/XXXX at XXXX XXXX  Hello XXXX My account in .., appreciate it if my late fees for my XXXX mortgage could be waved. 
My bank states that the payment was set to be at your company on the XXXX, they sent a check, which goes to a lock box, no one can sign for it at the lock box. The same is that your company can't prove that my payment was not received on that date, also there was a 3 day weekend and which my payment posted the day after the holiday XX/XX/XXXX. Most companies will allow a late fee to be waved once, when the customer has shown that they pay on time. However, because my account has not been with you for a long period of time and fact that I called checking 2 to 3 days before the XXXX, I appreciate the consideration for waving  the late fee. This was a hassle first trying to make sure that my account stayed current from the first. I could not pay on line without paying and additional {$5.00}, I could not pay by phone without paying an additional {$5.00}, So I was told to set it up at my bank, but was not told that my bank could not wire the payment, your company does not have that service. The first couple of months my payments were never off by 6 days. I would appreciate it if you could get my late fees waved for XXXX. Going forward my payment have set up on your end ad auto pay. Please let me know if there will be a {$5.00} charge monthly. I am hoping for your cooperation. Thanks To : info@statebridgecompany.com XX/XX/XXXX at XXXX XXXX Second request Hello XXXX I missed your call on Monday 3-5, and tried to return the call today at XXXX your time. I was told that you were on another call at the present time and massage would be left for you. I ask that if you did call me back, please leave me a message that was pertaining to my request of waving late fees. I received no response today, so again I am e-mailing you. I would appreciate an answer to my request, as soon as possible. Thank you

Company response to consumer: Closed with explanation