We refinanced our home in December and set up automatic payment debits to be taken out each month on the 6th, beginning February 6. After the May payment, we noticed on our statement that the next payment was due July 5th. We decided to wait and see if they took it out on June 6th. They did, but the next statement once again said the next payment was due August 5th.
So we called customer service and asked whether we were one month ahead on our mortgage payments, assuming we had started early after refinancing. They said we were ahead and that they would mail us a check after they received a written request from us. We got the check, and they just continued to take out the payments on July 5th and August 5th. On Wednesday, August 11th, we received a certified letter saying that we were behind in our payments and in default, and that we needed to be caught up by September 3.
We have been on the phone every day for 2-3 hours, never talking to the same customer service person and retelling the story each time. They all say that they see we have been making the payments each month.
Several people noted that a $2,000 withdrawal was taken out by a Betsy Knox, but nobody could give us her number. One woman said she gave another man Betsy Knox's phone number, and she received an email from Betsy telling her never to give out her direct number again. That man had the same thing happen to him and was irate.
Today, we were told that the money was taken out and sent to us, although the amounts are different, and that it was a mistake for us to think we were a month ahead. We are to pay it back, and they won't charge us a late fee. It doesn't make sense, and I think somebody is embezzling money from recently refinanced homes, thinking nobody will catch that the account is a month ahead, until somebody else takes the money and it shows up on your bill as current. We have to find the paperwork, request the statements, and get our statements from the bank, which cost $5 per month, and try to prove somebody is stealing.
They also messed up our insurance, and we received a notice that our escrow was short, so our payments are going up $200 in September. Can anybody help?
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