Consumer complaint received 2022-02-24 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: GUARANTEED RATE INC.
State: OK

Complaint narrative:
I closed on my VA mortgage with Guaranteed Rate Mortgage on XX/XX/XXXX, and my first payment was due on XX/XX/XXXX. The loan number was XXXX serviced by XXXX XXXX and was for property located at XXXX XXXX XXXXXXXX XXXX XXXX XXXX, OK, XXXX. 

I mailed my initial payment around XX/XX/XXXX, in the amount of {$1500.00} via a check, mailed to the initial mortgage servicer. This payment was eventually returned to me, stating they were unable to locate the account. 

On XX/XX/XXXX, Guaranteed Rate printed and mailed a letter, stating the loan has been transferred from Guaranteed Rate/XXXX XXXX to XXXX XXXX XXXX effective XX/XX/XXXX. This letter was not received until sometime after XX/XX/XXXX. The new loan number with XXXX was to be XXXX I monitored my checking account and found the XX/XX/XXXX, payment was not processed. On XXXX XX/XX/XXXX, I called Guaranteed Rate/XXXX, who stated the loan had been transferred to XXXX, but they could still take the payment and transfer the payment to the new servicer. I authorized a payment in the amount of {$1400.00} to ensure I was not late making a payment for my mortgage, confirmation number XXXX. 

Based on the letter provided by Guaranteed Rate/XXXX, I made my next two payments to XXXX, in the amounts of {$1500.00}, which were deducted from my account on XX/XX/XXXX, and XX/XX/XXXX. I mailed the second payment on XX/XX/XXXX. 

The morning of XX/XX/XXXX, after mailing my XXXX payment, I contacted XXXX because I was unable to set-up my online account. XXXX customer service stated loan number XXXX, was not assigned/associated to/with me. Additionally, XXXX did not have a loan number associated with my Social Security Number. 

I hung, up and called Guaranteed Rate/XXXX. During this call I was informed I was late on my payments and that my new loan number was XXXX. During this call I relayed my making payments on time and that this was a mistake. 

Since XX/XX/XXXX, I have contacted Guaranteed Rate/XXXX  at least twice a week only to be told, they are working on the problem. 

It has been five and a half weeks of me calling multiple times per week, spending multiple hours of annual leave trying to get this fixed. 

I called today, XX/XX/XXXX, after having provided proof of payment and having been told this would be solved by XX/XX/XXXX, then XXXX, and now XX/XX/XXXX. 

Additionally, Guaranteed Rate/XXXX  failed to pay my property taxes, notified the VA my mortgage is in default, and continue to attempt to collect payments, which have already been made. 

I have made my payments on time and continue to get the run around about these payments. 

I need some assistance getting Guaranteed Rate/XXXX  to properly apply these payments. 

In order to protect myself, today after ending my telephone call with Guaranteed Rate/XXXX, and notifying them of the action, I disputed the three transactions with my banking establishment. 

Please feel free to contact me if you need anything from me, XXXX.

Company response to consumer: Closed with explanation