Consumer complaint received 2024-07-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: MUTUAL OF OMAHA MORTGAGE, LLC
State: CA

Complaint narrative:
This complaint is a correction to my earlier complaint ( ID XXXX ). I erroneously uploaded a Mutual of Omaha Mortgage XXXXXXXX dated XX/XX/XXXX in the earlier complaint. I am now uploading the relevant Mutual Of Omaha Mortgage XXXXXXXX date XX/XX/XXXX ; this mortgage statement reflects the facts that I mentioned in the earlier complaint. Furthermore, in this complaint, I updated my explanation on how I want the complaint resolved. For reference, I am now re-stating the facts in my earlier complaint : My loan servicing was transferred from my original lender ( Mutual of Omaha Mortgage ) to XXXX XXXX. Prior to the transfer, I made XXXX payments ( at the same time ) to my lender. XXXX payment was for the very first mortgage payment, and the second payment was for reducing the principal balance. My Mutual of Omaha Mortgage account number is XXXX, and my XXXX XXXX loan number is XXXX. This complaint is based on the fact that XXXX XXXX is not recognizing the XXXX payments. The loan principal balance is still the same as the original loan balance when the escrow closed, and XXXX XXXX is asking for my first mortgage payment. The following are the facts since I purchased my home. 

My home purchase closed escrow on XX/XX/XXXX, and the first mortgage payment was scheduled for XX/XX/XXXX. My prior loan servicer, Mutual of Omaha Mortgage, recently transferred the loan servicing to XXXX XXXX on XX/XX/XXXX. Before the transfer, I made my first mortgage payment on XXXX for the first scheduled XX/XX/XXXX payment in the amount of {$1600.00}, along with a payment of {$2000.00} to reduce the principal balance. The total payment was {$3600.00}. However, XXXX XXXX is not crediting my account for those XXXX payments ; my current loan balance is still the same as my original loan balance. 

Please note that I did not get a refund from the XXXX payments mentioned above, either through a check mailed to me or through electronic means deposited to my bank account. 

To address the foregoing issue, I spoke with representatives of both XXXX XXXX and Mutual of Omaha by phone on multiple occasions. I sent XXXX XXXX documents to prove that I made the above payments. I had a three-way recorded phone conversation with XXXX XXXX XXXX XXXX an employee of XXXX XXXX, and an employee of Mutual of Omaha on XX/XX/XXXX. The Mutual of Omaha employee confirmed that Mutual of Omaha sent my payments to XXXX XXXX. 

Moreover, on the same day, I had a three-way recorded phone conversation with XXXX XXXX and an employee of my bank, XXXX XXXX XXXX XXXX XXXX The employee confirmed that {$3600.00} was debited from my checking account as payment to Mutual of Omaha Mortgage on XX/XX/XXXX, one day after I made the XXXX payments to Mutual of Omaha, as mentioned above. Additionally, the employee confirmed that Mutual of Omaha did not refund my checking account for the {$3600.00} payment. 

To prove that I made the foregoing XXXX payments, I sent the following XXXX documents via email to both Mutual of Omaha Mortgage and XXXX XXXX. I am also attaching these documents in this complaint. 

( 1 ). Mutual of Omaha Mortgage XXXX with a Statement Date of XX/XX/XXXX. The statement shows that I made XXXX payments on XX/XX/XXXX. XXXX payment is for an amount of {$1600.00} for the first mortgage payment, which is payable XX/XX/XXXX. The second payment is for an amount of {$2000.00} to curtail the principal balance. 

( XXXX ). XXXX XXXX XXXXXXXX XXXX XXXX Statement for XX/XX/XXXX. Page XXXX of the statement shows a debit of {$3600.00} paid to Mutual of Omaha Mortgage on XX/XX/XXXX. 

I have been trying to resolve this payment issue for about XXXX weeks. I have a grace period of 60 days from the time the loan servicing was transferred to XXXX, before I am charged interest for not paying my mortgage payment promptly. The grace period ends early next week. Please help me address this payment issue.

Company response to consumer: Closed with explanation