Consumer complaint received 2022-03-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: PARAMOUNT RESIDENTIAL MORTGAGE GROUP
State: AZ

Complaint narrative:
On XX/XX/2022 I created an account on the Paramount XXXX  XXXX website. Everything went fine, by all accounts the process was easy and uneventful. Several days had gone by and I was becoming concerned that my payment had not processed, so I called " XXXX '' to see what was going on. I found no explanation on the site as to what was taking so long, so I called them directly. While I was calling " XXXX  '' I accessed my credit union account and found over draft fees on a paid off home equity account. It appears that " XXXX '' was attempting to withdraw my house payment from the wrong account. I spoke with a gentleman named " XXXX '' and explained to him that they are accessing the wrong account. Now " XXXX '' is not just my mortgage holder they also refinanced my mortgage, so they have access to accounts that they paid off in order to refi my mortgage. It seems that they pulled this account number from my records instead of the one I placed in the system and tried to get payment from there. This happened on XX/XX/2022. XXXX apologized for the mix up and started taking extensive notes, so that others involved could follow along. I was assured that the next attempt by the auto system would be correct and that it will come out of the desired account aka Checking. I verified all accounts with my credit union to makes sure they are accessible to " XXXX  '' On XX/XX/XXXX I was becoming concerned about my payment, the funds were still in my checking account. I ounce again called " XXXX  '' and this time I talked to collections. I was able to talk to a man named XXXX and he said there was no payment being processed. He told me to make the payment over the phone in order to be on time so I went ahead with his advice and paid by phone with him. XXXX assured me that there will be no reporting of a late payment to the credit bureau since he said there was a federal law that protected consumers from transition problems that may occur during refinancing. So XXXX said not to worry. He did apologize for the misinformation the previous customer service people told me. I waited several days and found that the funds were still not being taking from my account. On XX/XX/XXXX I called again to ask what is wrong and I was told that the check was returned? Then I was told they said the checking account dose not exist. Of course that was incorrect. I called my C.U. and verified all my accounts and they said " XXXX '' did not even attempt to take my payment. Absolutely no indication in my C.U. 's system that " XXXX '' even tried to withdraw my payment. My C.U. concluded they have a glitch of some kind In " XXXX 's '' system. I talked to another customer service rep at " XXXX '', his name was XXXX, and he would not even listen to reason at the possibility that it is there fault. I called my C.U. again, XX/XX/XXXX, and reverified all my accounts as being active funds are available and accessible. Incoming wires acct. and my checking account. both of which are linked with the same routing number! My credit union is on top of everything, it is not there issue. " XXXX, '' has on several occasions, hung up on me and had left me on hold for long periods of time. I am not suggesting they don't want there money, but there staff is obviously over worked and under staffed and technical issues, like the one I am having, are not being addressed. This is causing me hits on my credit report and delaying my ability to do auto pay for my mortgage. I don't know what to do and I am very frustrated. There is no avenue to talk to " higher ups '' to resolve this issue. Please Help Me! XXXX XXXX

Company response to consumer: Closed with explanation