Consumer complaint received 2024-08-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: MUTUAL OF OMAHA MORTGAGE, LLC
State: CA

Complaint narrative:
I purchased a home in early XXXX this year. On XX/XX/XXXX I made a principal-only payment in the amount of {$20000.00} through the website of Mutual of Omaha ( account XXXX ) In XXXX I went on their website and the payment was missing, although it was withdrawn from my bank account. I called Mutual Of Omaha at the beginning of XXXX to find out why it wasn't applied to my principal. Their response was " Oh, did you mean to make an additional payment? '' And proceeded to tell me that they were confused by the payment so they put it in a holding account. They also told me that my loan was in the middle of being sold to a new bank called XXXX ( the new account # is XXXX ). and that I would have to take it up with them. 

So I call XXXX in mid XXXX and they tell me that they do not being servicing mt account until XX/XX/XXXX, so any issues I have would need to be resolved with Mutual Of Omaha. So begins the process of neither bank wanting to take ownership of the problem. 

So on XX/XX/XXXX I go back to Mutual of Omaha and tell them that they need to resolve this. They tell me that the loan was sold and the terms of the loan have been complete so there's nothing to be done on their end. To me, that's them being lazy and not wanting to refile paperwork with the new lender to resolve the issue. After I push them they say that they will get a case XXXX involved. 

On XX/XX/XXXX I get an e-mail from XXXX XXXX XXXX Mutual of Omaha. He calls himself an accelerated analyst in the research department and will work on the " payment misapplication issue '' and that he will be my direct contact and to reach out to him anytime. So after I reached out for status, my e-mail was ignored. In fact I reached out to him via e-mail XXXX times, and all three e-mails were ignored. And never once was a phone # or employee ID provided to me ( his e-mail address is XXXX ). I called in a few times in late XXXX to Mutual of Omaha again to complain but they would not provide me with XXXX XXXX  department or contact #. 

So now XX/XX/XXXX arrives. I log into XXXX and I see that the {$20000.00} has been received as of XX/XX/XXXX on their website, but my principal to interest ratio still does not reflect it. I call them that day and tell them that the principal need to be applied and I need a new statement generated. As we all know, when we make additional principal payment, it greatly reduces the interest paid ove rthe life of the loan. I paid enough to move a few years down the amortization chart and I want my XXXX statement to reflect that. So I was told that a new statement would take a week to be generated. 

XX/XX/XXXX I show that no statement has been generated so I call back to XXXX. They now tell me that a new statement will be generated and e-mailed to me in XXXX hours. 

XX/XX/XXXX, guess what? No new statement. So I call in AGAIN! Now I am speaking to a third representative who says that they will get the complaint issued and the new statement started, and then I can be transferred to the supervisor. However when I talk to her, she tells me that I was misinformed ( all three times ) and that a new statement could not be generated, and that I won't get to see the benefits of the {$20000.00} until my XXXX statement. But why? I made this payment back in XXXX and nobody wants to account for this. So they tell me that since they didn't receive it until the XXXX of XXXX that the issue is with Mutual of Omaha and I need to go BACK to Mutual of Omaha and address this with them. 

So I call Mutual of Omaha immediately after and I escalate XXXX levels up so a supervisor named XXXX who tells me here employee ID is XXXX ( for such a large company, that seems like that's not a full employee ID, but anyhow ..... ). She proceeds to tell me that the money was always applied to my principal, but when they went to sell the loan they pulled it off of the account and put it into a holding account due to bad timing as to their filing of the sale of the loan. But never once did they inform me of this until I called in, nor did they offer to return the money to me.They even went as far as to tell me that they provided the {$20000.00} to XXXX quite some time ago, so now both companies are contradicting one another.

Company response to consumer: Closed with explanation