Plaza Home Mortgage – Has My Payment Been Stolen? – Updated

I have had a mortgage with Plaza Home Mortgage for a number of months. Always paid the mortgage approximate two week early via my finical institution with no issues.

On or about June 2, 2020, I conducted a routine check via my Plaza Home Mortgage online Account dash board, which reflected 1 day over due. This was an absolute shock to me.

I immediate called Plaza Home Mortgage and during that call, I was informed that no payment was recorded. I was then advised by a Plaza Home Mortgage representative so just contact my financial institution and cancel the payment , and call back and make the payment over the phone.

I called my fincial institution and explain the issue, and was provided with a lectroc tracking number that proves the funds went out juast as the priovious months before that, with no issues.

I then called Plaza Home Mortgage a second time, and after I said I had a tracking number from my financial institution, the Plaza Home Mortgage representative admitted that the payment had been received and perhaps was considered to be tagged as a extra payment because it can into Plaza Home Mortgage before the applicable monthly bill was generated.

The Plaza Home Mortgage representative assured me that the payment would re-applied to the correct payment scheduled for June 1, 2020, and to call back in five days for confirmation.

June 9, 2020, my Plaza Home Mortgage online account displays 9 Days overdue.

This leads me to a question, was my June 01, 2020 Payment (sent approximate two weeks before June 01, 2020) stolen by; perhaps an Plaza Home Mortgage employee, contractor etc.?

I am a disabled United States Veterans who served there country with honors. Plaza Home Mortgage, where is my June 01, 3030 payment?

Plaza Home Mortgage please help find my payment?

After almost two weeks the issue has been resolved. It appears that the first contact to handle issue of concern are call center people or low level type who can for the most part, take messages, lookup limited data, and repay any concerns to a higher support level / office.

Once I was able to address my concerns with a higher level person directly, I was immediately provided a letter of what happen, and how the issue would be corrected.

It was explained to me, that if a loan payment is sent in early

“We are sorry that your payment for June 1, 2020 was misapplied to the principal of the loan. We put in a request to have the funds reversed and expedited. Please note, we also submitted a request to have the payment logic updated so that in the future your payments are not misapplied. Once these requests are completed, an email will be sent out and the Escalation Relationship Manager, will contact you at your phone number ending in 1234 for updates.”

The issue has been resolved and I just make my payments a little closer to the due date to help issue that would not happen again.

Thank you Plaza Home Mortgage for addressing and correcting the issue.