Mortgage -- Trouble during payment process -- Complaint #4509070
Complaint Overview
Complaint ID: 4509070
Company: Harborone Mortgage, LLC
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
State: Vermont
ZIP Code: XXXXX
Date Received: 2021-07-01T12:00:00-05:00
Date Sent to Company: 2021-07-01T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
We use HarborOne for a mortgage, not because we signed the mortgage with them, but because they bought it from another mortgage lender. We paid our mortgage electronically on XX/XX/21 on their website, however the payment was posted to our bank account twice, once on XX/XX/21 and the same amount on XX/XX/21. We spoke with the mortgage company as soon as it was noticed and were told that we would get a call back in this regard, however no one called us back. On calling the company again, my husband was angry about not hearing back when he was told to expect the call, but the person we spoke to at that time had no empathy for us and gave my husband a hard time for his anger and then hung up on us. So much for customer service! We had been in contact with our bank as well, who informed us that there was nothing they could do on their end since the extra payment had already gone out. We did not authorize the second payment, and our statement has the second payment with the same amounts going toward interest, etc. If we had entered the extra payment, these numbers should have been different, since we had already paid toward interest. It is obvious to us that HarborOne was at fault for this issue, however even when we got through to a manager we were told in no uncertain terms that we had entered 2 payments, that it could not possibly be a mistake on their end. We were assured we would get the money back eventually, but that after both payments cleared their bank we would be sent a check. Meanwhile any other outstanding debits were going to bounce and incur fees. I understand that mistakes are made at times, however as we are certain that the mistake was on their end, it is very disappointing that the mortgage company continues to insist that the mistake was on our end, and that they will send us a check eventually.
Frequently Asked Questions
What is Complaint #4509070 about?
Complaint #4509070 was filed against Harborone Mortgage, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-07-01T12:00:00-05:00.
How did Harborone Mortgage, LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Harborone Mortgage, LLC?
Yes, visit the Harborone Mortgage, LLC company profile at readthecomplaint.com/company/harborone-mortgage-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.