My home mortgage was originally with JP Morgan Chase, they sent a mail of transfer to Homeward Residential Inc during the last week of August 2012. The transfer to Homeward was not going to happen until Sep 16, 2012.
As per the instruction I made the Sep 2012 payment to JP Morgan Chase. This payment was debit from my bank account and the check was signed by Homeward Residential. I have a copy of the check with their signature as a proof of receipt.
On Sep 28, 2012 scheduled the Oct 2012 Mortgage from my bank and this payment was debited on Oct 1, 2012. When I go online to the Homeward website my sep 2012 payment is not reflected however the Oct 2012 payment is reported.
I called Homeward on Oct 1, 2012 to report the missing Sep 2012 payment. Initially they claimed this payment was never received. I had to explain the situation and provide the date and check number. They agreed the payment was received for sep 2012 and will update their records in 7-10 days.
I received a mail from Homeward that Oct 2012 payment is due when I already paid. I called again on Oct 18, 2012 to follow up the missing Sep payment. I had to call 5 times on this day and was put on hold for 35 minutes and finally the call disconnected. I was determined to get to the bottom of the issue and kept calling until finally was asked to provide the proof of payment by FAX.
I sent the fax copy on the same day and tried to call back but could not get the person who I discussed the sep payment issue.
Today Oct 19, 2012 called Homeward and left a voice messsage to the supervisor. Immediately received a call back from Homeward. Again had to go over the same issue of why Sep 2012 payment was not reflected in my account. It took several patience minutes to explain and staff at Homeward finally got it. Now they claim the Sep 2012 payment was received but not sure why it is missing the update to my account. They had to open a "Task" to investigate this issue, and advised me to call back on Oct 23, 2012, i will update the post...
My experience with the Homeward Residential has been very bad...I am not sure in this day and age how a simple payment received can go missing without any trace. Is anyone out there have faced similar issues dealing with Homeward Residential.
One last thing - I was lucky to have the copy of check with Homeward Residential sign. Otherwise who knows they would not have accepted any level of explanation.