Towne Mortgage Company

Towne Mortgage Company did a thorough investigation of the consumer’s complaint, reviewing the call and payment history Towne verified that the consumer’s payment did go through and that no additional fees were charged to the borrower for the payment taken over the phone Towne believes this an opportunity for improvement to better serve our consumers After investigating the complaint, Towne reached out to the Servicing Department’s Supervisors and Team Leads They will be developing better training materials and coaching relevant employees regarding Customer Service and Payment Processing Lastly, Towne has been experiencing some technical difficulties during its transition to improved online services Towne is currently working with its software provider to ensure this transition is less of an inconvenience on its consumers.Towne’s Compliance Department intends to reach out to this consumer and apologize for her experience and assure her of successful payment and that we are working hard to correct the issues outlined in her complaint

To whom it may concern,The borrowers claim that his payment was not applied to his account appropriately is accurate After an internal investigation it was determined that the check that was mailed in was incorrectly applied to another borrowers account due to human error The borrower alerted us of this issue on 09/20/via phone and sent proof to our payment processing email group on the same day The payment was applied to the account on 09/20/ A late fee was associated with this payment but that was reversed and credited back to the borrowers account At this moment the borrower is next due to his November payment and there are no late fees charged to his account The borrower was advised of the fee being reversed and has also been contacted by our Consumer Engagement team.While Towne Mortgage understands the borrowers frustration with this matter, we do believe this to be satisfactorily resolvedPlease feel free to contact me should additional information be needed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11756837, and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

We have reviewed the payment history and notes on the account Prior to Towne Mortgage acquiring this loan, the borrower was consistently making payment in excess of the minimum amount due which was $ When the loan was acquired the borrower was due for the 09/01/ payment On 08/22/the borrower activated her online account and setup a one time draft in the amount of $to be drawn on 08/31/ On 08/25/the borrower again accessed her online account and setup a recurring ACH payment in the amount of $to be drafted on the first of every month starting with 09/01/ Based on the borrower's setup of separate payments, her account was drafted the $on 08/31/and then again was draft $on 09/01/ Our customer service team did receive a call from the borrower on 09/02/stating that the auto pay that was setup was done so in the wrong amount She was directed to access her online account for any changes that needed to be made to her ACH payment or to cancel the payments going forward At this time the borrower did not want to cancel and stated that she will pay the November payment when due and make additional extra payments at her leisure The borrower called again on 10/04/regarding the payment being drafted from her account again Please refer back to the first paragraph of this response in which the borrower had setup a monthly recurring payment Our customer service team advised the borrower that she would need to cancel the ACH if she did not wish it to draft from her account on a monthly basis The borrower did request a refund of her ODP fees at this time and was requested by our customer service representative to send a written request with proof of the fees for review On 10/08/the borrower again called our customer service team and advised that she was having difficulty accessing her online account It lieu of the borrower accessing her account and changing the ACH herself, she was advised that she could submit her request via email or fax to have the ACH cancelled Borrower advised our staff at this time that she would simply keep trying to access the website Later in the day on 10/08/2016, we received an email from the borrower regarding the recurring ACH This email was forwarded to our call center supervisor As 10/08/was a Saturday, the supervisor was not in the office The ACH was cancelled on the following Monday, 10/10/ In summation, the first two payments made to Towne Mortgage on 08/31/and 09/01/were both scheduled by the borrower through our online portal and the recurring ACH amount of $was input by the borrower during the ACH setup Our representatives attempted to assist the borrower and ultimately processed a manual cancellation of the ACH after written request was received We do however apologize if there was confusion surrounding the ACH payment and also apologize if your customer service staff did not meet the borrower's expectations We have processed a check request in the amount of $to compensate the borrower for her ODP fees and will also be providing the borrower with an additional gift card for her troubles One of our Consumer Engagement Representatives will be contacting the borrower today to apologize verbally as well as explain the remedy that we are able to provide at this time Please also note that the borrower is due for the December 1, payment and has not been reported late or incurred and late charges from Towne Mortgage Company

We have reviewed the payment history and notes on the account.  Prior to Towne Mortgage acquiring this loan, the borrower was consistently making payment in excess of the minimum amount due which was $1054.50.  When the loan was acquired the borrower was due for the 09/01/2016...

payment.  On 08/22/2016 the borrower activated her online account and setup a one time draft in the amount of $1054.50 to be drawn on 08/31/2016.  On 08/25/2016 the borrower again accessed her online account and setup a recurring ACH payment in the amount of $1204.50 to be drafted on the first of every month starting with 09/01/2016.  Based on the borrower's setup of 2 separate payments, her account was drafted the $1054.50 on 08/31/2016 and then again was draft $1204.50 on 09/01/2016. 
Our customer service team did receive a call from the borrower on 09/02/2016 stating that the auto pay that was setup was done so in the wrong amount.  She was directed to access her online account for any changes that needed to be made to her ACH payment or to cancel the payments going forward.  At this time the borrower did not want to cancel and stated that she will pay the November payment when due and make additional extra payments at her leisure.
The borrower called again on 10/04/2016 regarding the payment being drafted from her account again.  Please refer back to the first paragraph of this response in which the borrower had setup a monthly recurring payment.  Our customer service team advised the borrower that she would need to cancel the ACH if she did not wish it to draft from her account on a monthly basis.  The borrower did request a refund of her ODP fees at this time and was requested by our customer service representative to send a written request with proof of the fees for review.
On 10/08/2016 the borrower again called our customer service team and advised that she was having difficulty accessing her online account.  It lieu of the borrower accessing her account and changing the ACH herself, she was advised that she could submit her request via email or fax to have the ACH cancelled.  Borrower advised our staff at this time that she would simply keep trying to access the website.  Later in the day on 10/08/2016, we received an email from the borrower regarding the recurring ACH.  This email was forwarded to our call center supervisor.  As 10/08/2016 was a Saturday, the supervisor was not in the office.  The ACH was cancelled on the following Monday, 10/10/2016.
In summation, the first two payments made to Towne Mortgage on 08/31/2016 and 09/01/2016 were both scheduled by the borrower through our online portal and the recurring ACH amount of $1204.50 was input by the borrower during the ACH setup.  Our representatives attempted to assist the borrower and ultimately processed a manual cancellation of the ACH after written request was received.  We do however apologize if there was confusion surrounding the ACH payment and also apologize if your customer service staff did not meet the borrower's expectations.  We have processed a check request in the amount of $25 to compensate the borrower for her ODP fees and will also be providing the borrower with an additional gift card for her troubles.  One of our Consumer Engagement Representatives will be contacting the borrower today to apologize verbally as well as explain the remedy that we are able to provide at this time. 
Please also note that the borrower is due for the December 1, 2016 payment and has not been reported late or incurred and late charges from Towne Mortgage Company.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11756837, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

To whom it may concern,The borrowers claim that his payment was not applied to his account appropriately is accurate.  After an internal investigation it was determined that the check that was mailed in was incorrectly applied to another borrowers account due to human error.  The borrower...

alerted us of this issue on 09/20/2016 via phone and sent proof to our payment processing email group on the same day.  The payment was applied to the account on 09/20/2016.  A late fee was associated with this payment but that was reversed and credited back to the borrowers account.  At this moment the borrower is next due to his November payment and there are no late fees charged to his account.  The borrower was advised of the fee being reversed and has also been contacted by our Consumer Engagement team.While Towne Mortgage understands the borrowers frustration with this matter, we do believe this to be satisfactorily resolved. Please feel free to contact me should additional information be needed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11762795, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
Regards,
[redacted]

Towne Mortgage Company did a
thorough investigation of the consumer’s complaint, reviewing the call and
payment history.  Towne verified that the
consumer’s payment did go through and that no additional fees were charged to
the borrower for the payment taken over the phone. ...


Towne believes this an opportunity
for improvement to better serve our consumers. 
After investigating the complaint, Towne reached out to the Servicing
Department’s Supervisors and Team Leads. 
They will be developing better training materials and coaching relevant
employees regarding Customer Service and Payment Processing.
Lastly, Towne has been
experiencing some technical difficulties during its transition to improved
online services.  Towne is currently working
with its software provider to ensure this transition is less of an
inconvenience on its consumers.Towne’s
Compliance Department intends to reach out to this consumer and apologize for her
experience and assure her of successful payment and that we are working hard to
correct the issues outlined in her complaint.