Consumer complaint received 2026-01-23 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Paramount GR Holdings, LLC
State: PA

Complaint narrative:
I took out a {$15000.00} home improvement loan with Goodleap that had a promotional period ending XX/XX/XXXX. I overpaid by {$15000.00} before XX/XX/XXXX, and I have not received my refund or an update as of submitting this on XX/XX/XXXX. 
On XX/XX/XXXX I called Goodleap. I requested and received a payoff quote. Shortly after, a physical check for the full balance was mailed to Goodleap in accordance with the payoff quote. 
On XX/XX/XXXX, I called Goodleap and I was informed that they had not received any payments for my account. I requestedthat they check their mail for the payment I made. The customer service representative advised me that they could not, and I was assured that any payments would be posted online within hours of receipt.I asked what would happen if I sent an electronic payment in addition to the check they said they hadn't received yet, and I was told I would receive a refund for the overpaid amount in the same form it was sent. I don't remember the exact timeframe they gave for the refund, but it was less than a month.And so on XX/XX/XXXXXXXX  I sent two electronic payments totaling {$15000.00} to pay off the full balance of the loan before the promotional period ended. I received email receipts from Goodleap for both of these payments on XX/XX/XXXX. 
On XX/XX/XXXXXXXX  I received an email with a bill showing I had nothing due on the loan. 
On XX/XX/XXXXXXXX  I checked my account and saw that the initial check payment had posted to my account effective XX/XX/XXXX, prior to the XX/XX/XXXXXXXX  electronic payments. I called Goodleap and spoke to another customer service representative. I requested and received a paid-in-full letter, which included the following : '' We have mailed you a check if we owe you money. If we received more than we needed to pay off the account, we have sent a check or credited your funding source on file. You should receive the payment within 21 days of the payoff date. " I asked for more clarification about the refund, and I was told that each of the two electronic payments would be refunded electronically, each to the bank account it came from. I was told that refunds typically take 7-15 days.I also voiced my displeasure that I was told on XXXX that Goodleap had not received the check they now state was received on XXXX, which prompted me to unnecessarily send them an overpayment of {$15000.00}. Additionally, the payment evidently was not visible on the account within hours of receipt, as I had been assured earlier. 
On XX/XX/XXXXXXXX  I called Goodleap to ask about the status of my refund, since it had been longer than 21 days since I got the document saying I should receive the payment within 21 days of the payoff date. The customer service representative confirmed that I was indeed owed a refund. But I was informed that the refund was not set to be processed, and that they had just submitted the refund for processing and I should wait to receive the refund. I asked again if the refund would be electronic and returned to the bank accounts that each of the two payments came from, and I was told that was correct. I asked to be sent email updates on my refund, but I never received anything. 
On XX/XX/XXXX I called Goodleap to ask about the status of my refund, and I was told no progress had been made. It was confirmed that I am owed a refund. My call was escalated to a supervisor, who told me that it's taking longer than the specified timeframe because the amount I'm owed is so large. I was assured that the refund would be processed. I asked for a timeframe, and I was told it would probably be within the week. I repeated my request for email updates on my refund, but I never received anything. 
On XX/XX/XXXX I called Goodleap and requested that my call be escalated. I spoke with another supervisor who told me my refund was still waiting to be processed. I asked if there was another escalation level, and I was told the supervisor had done so, which gives the department in charge of refunds 24-48 hours to respond. I was told I would get an email or a phone call when an update comes in. I verified that they have the correct email and phone number to contact me. I was informed on this call that I would not receive an electronic refund, but due to the large amount of the refund I would be sent a physical check through the mail. I voiced my displeasure that this is contrary to what I had been told multiple times before. I asked if the check could be sent with tracking to ensure I receive it, but I was told no. I asked if the check could be sent via overnight or express shipping, but I was told no. I asked if the refund could be sent electronically instead, but I was told no. I asked what I should do if I didn't hear or receive anything, and I was told to call back and ask for an update. I voiced my displeasure at the situation and requested that my displeasure be passed along. I asked for and received confirmation that if I don't receive an update by XXXX on XX/XX/XXXX ( XXXX hours after the second escalation ) that I should call back. 
On XX/XX/XXXXXXXX  I submitted an online complaint with the CFPB, since I had not received an email or phone call by the deadline Goodleap gave.

Company response to consumer: Closed with explanation