| 01/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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This complaint is regarding Earn Up, a mortgage payment service that withdraws bi-monthly payments and makes my mortgage payment on my behalf in order to pay down my mortgage quicker.
I've had my XXXX mortgage for 11 years. For approximately 10 years, I used the Equity Accelerator service to pay down my mortgage faster. I never had an issue with the Equity Accelerator service. In XXXX XXXX, I was informed that Earn Up would be taking over for Equity Accelerator. All was well with Earn Up until I received a letter from Earn Up on XXXX XXXX XXXX indicating that the service was being suspended because I had insufficient funds to cover the XX/XX/XXXX draw. I instantly knew something was wrong as I've always made my mortgage payments on time. XX/XX/XXXX was a Saturday so I checked my online banking and verified that I had more than enough funds to cover my XX/XX/XXXX payment. XX/XX/XXXX was a Sunday and I could see that my mortgage payment was debited by Earn Up on Monday XX/XX/XXXX. So you can imagine my confusion as to why I received this letter. I called XXXX on Sunday to verify that the mortgage payment was debited from my checking account without issue and they confirmed that. I could not call Earn Up until Monday because they don't have weekend hours.
The more I studied the letter I received from Earn Up, the more concerned I became. The township in which I live was misspelled in the addressee section ( XXXX instead of XXXX ). The loan number was masked with # signs except for the last 4 digits, but there 2 more placeholders than what I know my mortgage account number to be. The letter states that they attempted to debit my account on XX/XX/XXXX, when in fact Earn Up debited my account on XX/XX/XXXX. I was concerned that the letter, with all of its inaccuracies, was a phishing attempt. You can imagine how my anxiety increased over the weekend first knowing that I made my payment, and secondly concerned about the legitimacy of the letter.
I called Earn Up on Monday XX/XX/XXXX and spoke to XXXX. I told XXXX XXXX was calling about a letter I had received about an issue with a payment. XXXX started talking about an issue with my XX/XX/XXXX payment. I stopped him and told him that his information contradicted the information in the letter. He put me on hold to research. When he came back, he said that he believed me that I had the money in my account and was going to reinstate the service. First, I was appalled that he told me twice that he believed me. I'm a responsible adult who pays my bills on time. I thought it unprofessional for someone to tell me that they believed me. I had to press XXXX for information about why I received the letter given that my XX/XX/XXXX payment was debited without issue. XXXX indicated that there was a system issue that resulted in that letter being mailed to some customers. So again, why is XXXX telling me that he believes me when I said I have the money and he knows there's a system issue? But more importantly, if Earn Up knew that there was a system issue that resulted in this letter being mailed to consumers, why didn't Earn Up do anything to proactively identify these consumers and correct the situation? I would expect Earn Up, in this situation, to do just that, call the customers, advise them of the situation and the letter we were going to receive, then advise that the XX/XX/XXXX payment was debited without issue and that my service would maintain in place uninterrupted? That is what I would expect in this situation. XXXX said my XX/XX/XXXX payment would be debited on XX/XX/XXXX and that my full mortgage payment would be made before any late fees would be incurred on XX/XX/XXXX.
On XX/XX/XXXX, I could see that my checking account was debited, but on XX/XX/XXXX, my mortgage payment was not posted. I called Earn Up again on XX/XX/XXXX and spoke to XXXX. He advised that the money would be sent to XXXX that day. Imagine my surprise when my payment wasn't posted on XX/XX/XXXX. So I called Earn Up again and spoke to XXXX who advised that the funds were sent to processing on XX/XX/XXXX and would be delivered electronically to XXXX on XX/XX/XXXX. Why couldn't XXXX or XXXX have advise of that?
Ultimately my mortgage payment was made on XX/XX/XXXX and no late fees were incurred. But this situation caused needless stress and anxiety. I did everything I needed to do on my end to ensure funds were there for my mortgage payments, but Earn Up dropped the ball and didn't do anything about it, leaving consumers to stress ( and in this case, me stressing for an entire weekend before I could contact Earn Up ) over a situation that could have, and should have, been proactively addressed by Earn Up.
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| 05/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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On XXXX XXXX, my aunt passed away. Upon review of our joint XXXX XXXX account, I noticed {$430.00} bi-weekly ACH mortgage payments ( from XX/XX/XXXX to XX/XX/XXXX ) to EarnUp, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX ( XXXX ) XXXX. However, the mortgage loan on our Co-Op was refinanced in XX/XX/XXXX and subsequently paid-in-full on XX/XX/XXXX.
On XX/XX/XXXX, I contacted EarnUp, https : //support.earnup.com, requesting to resolve this issue and obtain a complete refund of the funds ( approx. {$9500.00} ). I provided them with a copy of my aunts Death Certificate, XXXX XXXX XXXX and Paid in Full Note but met with negative results.
On XX/XX/XXXX, I filed a complaint with the XXXX XXXX XXXX ( XXXX, Complaint ID # XXXX ) disputing the EarnUp ACHs. EarnUp provided the following response to the XXXX : Typically, when payments are made to a loan account that has been closed, the lender will issue a refund of the funds collected via check directly to the borrower. We are happy to assist in locating the funds that were issued to XXXX Savings Bank. To that end, we are offering to set up a conference call with the lender and you so that we can verify the location of the funds that were paid to them. We apologize that this assistance was not offered to you upon your initial communication, and we hope that we can help to resolve this matter.
On XX/XX/XXXX, the XXXX closed my complaint accepting EarnUps position on the matter and suggested I file a complaint with the Consumer Financial Protection Bureau ( CFPB ).
On XX/XX/XXXX the XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX OH XXXX ( XXXX ) XXXX, reviewed the closed loan and confirmed that no further funds had been applied and the Notes on the loan and showed no additional incoming payments or refunds issued either.
On XX/XX/XXXX, I contacted EarnUp, https : //support.earnup.com, attempting to resolve this issue amicably. EarnUp representative, XXXX ( XXXX XXXX XXXX, contacted me via phone and attempted to set up a conference call with XXXX. Placing me on hold, XXXX stated that all her attempts to contact XXXX were unsuccessful. I agreed to call her back tomorrow, the 30th, so we could try again.
On XX/XX/XXXX, I attempted to contact XXXX ( XXXX ) XXXX. EarnUp representative, XXXX, answered my call and hung up on me twice. I re-submitted my complaint, https : //support.earnup.com,. EarnUp representative, XXXX, contacted me via phone and attempted to set up a conference call with XXXX. Once again, she placed me hold and stated she was unable to get through to anyone at XXXX.
EarnUp has been unable/unwilling to provide any documentation supporting they submitted/forwarded the funds to XXXX for final credit to my aunts closed/paid-in-full mortgage loan. Whereas, XXXX has confirmed they have no record of any additional incoming payments to the loan.
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| 11/13/2020 |
No |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I had been a customer of Earn-up ( formerly XXXX XXXX ) since XX/XX/XXXX and up until never had any issues with " skipping a check '' during the months where I would have 3 check or withdrawals until XX/XX/XXXX. Earn-up had just taken over the activities from XXXX XXXX. So this made me wonder and I immediately requested a transaction history of payments and withdrawals. After several calls and emails, on XX/XX/XXXX, I received a transaction history of payments and withdrawals from XX/XX/XXXX to XX/XX/XXXX. I reconciled the payment and withdrawals and found discrepancies. On XX/XX/XXXX I sent a request to Earn-up to review the reconciliation, investigate, and issue a refund. I provided them with details of the reconciliation : ( 1 ) {$1200.00} more withdrawals versus payment to the mortgage companies ; ( 2 ) Questionable " One Time Deduction '' of {$11.00} ( included above ) ( 3 ) {$290.00} of Questionable ACH Fees Earn-up contacted me and promised a response. They did satisfactorily explain the {$11.00} withdrawal early on but that was all! but even on XX/XX/XXXX, I had to follow-up in writing. I went through my analysis several times with " XXXX in the Escalation Team '', have made several phone calls and followup emails, only to be told that they were working on, and I would have a resolution soon. I informed them that I would be escalating the issue legally. The " last straw '' was when I called on XX/XX/XXXX and was told that my case had been resolved and to expect either a refund or an explanation on or before Monday, XX/XX/XXXX. I received a refund in my bank account on Friday, XXXX XXXX, XXXX for {$240.00}. I rejected this amount and have asked Earn-up to explain how they arrived at this amount, but they have not.
Earn-up told me I took part in a settlement from Consumer Financial Protection Board ( CFPB ) settlement in which I was refunded fees in the amount of {$480.00} on XX/XX/XXXX, and the settlement conditions. I have asked of proof of this.
My complaint is that based on a more detailed breakdown analysis, I contend that EARNUP still owes me {$880.00} : A. At the time of the settlement the amount due from Pay Map was {$390.00}, which means they refunded me {$92.00} more than what they should have for this period. As you have stated this settled all amounts due at that time.
B. From XXXX there was {$1100.00} more withdrawals than payments. Only {$240.00} was refunded which they still have provided any details or support of how they arrived at this amount, just that it was a balance in the account. The total difference is {$880.00} due for this period.
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| 12/04/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
Older American |
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I have been using XXXX XXXX now called Earnup to pay my mortgage at a faster rate. I have never had any issues with Earnup until my mortgage company was change on XX/XX/2019. Although I paid my mortgage payments to Earnup for XXXX and XXXX, my new mortgage company, XXXX XXXX failed to receive the payments. It appears that the payments went to the old mortgage company but the problem has not been resolved.
I have spoken to Earnup on several occasions regarding the situation and was told payments were made and went to the old mortgage company. I had requested on several occasions documentation from Earnup of the payment so I can show my mortgage company that the mortgage was in fact paid. I was promised that the information would be emailed to me. I have not received the needed documents and as a result I am two months behind on my mortgage payments and my mortgage company, PHH mortgage has filed a negative credit report.
I believe that my mortgage payments made to Earnup were not used illegally and they in fact forwarded the monies to my mortgage company. Their failure to provide me with the documentation I needed has resulted in me receiving a negative credit report and late fees. I had explained the situation of needing this documentation immediately and on XX/XX/2019 was promised this documentation would be emailed to me in two days. I did not get this documentation.
After being told by XXXX XXXX that I am now out of the grace period ( 60 days when mortgage companies are changed ) and they have started legal action against me, on XX/XX/2019 I called Earnup. I spoke to a supervisor and was told they now will put a priority on my request but it will take at least 5 days to get the documentation. On previous calls to Earnup I had explained the importance of the situation to get the documentation and was reassured that I would get this documentation.
I can not be compensated for the number of hours I have put into resolving this issue as well as the emotional toll this matter has taken on me. Had the needed documentation been given to me at my first request I would not be in a situation of being behind on my mortgage payment and receiving negative consequences as a result. I am having to make a formal complaint as I can no longer trust that Earnup will provide what is needed to rectify this situation.
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| 01/30/2020 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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Earn Up is a third-party that collects mortgage payments and forwards them to the lender. The purpose is to make bi-weekly payments so the loan will be paid off earlier.
Our XXXX payment was sent to XXXX XXXX ; our loan was sold to XXXX XXXX. I contacted Earn Up on XXXX to cancel my account since XXXX has their own bi-weekly option. They advised me that the XXXX payment was sent to XXXX on XX/XX/XXXX. I contacted XXXX and they stated they had not received the payment. I informed Earn Up and they stated it was too soon to issue a stop payment. I made weekly contact with both institutions. On XX/XX/XXXX, Earn Up advised me they would issue a stop payment and refund the $ 3,000+ to my account. I monitored my checking account for the refund. On XXXX, I contacted EarnUp who stated it was too soon for the refund. I made contact on XXXX, XXXX, and finally on XX/XX/XXXX a rep told me that the check was cashed by XXXX on XXXX. I contacted XXXX and they stated they had not received any payments on my behalf and would need proof of payment ( transmittal report, copy of canceled check, etc ) before they could initiate any investigation regarding my account. XXXX was not willing to do any research on the payment without proof. I have requested a copy of the canceled check and an annual statement from Earn Up, multiple times. I was quoted 3-5 days turnaround on the check and statement. It has been over 2 weeks.
Each time I call the customer service line, they say the same thing, " We've escalated the request and sent it to the back office. '' The phone center is in XXXX. They stated they make contact with XXXX XXXX by email only and no one can speak directly to XXXX XXXX staff. They are unable to tell me exactly the status of my requests, only that the information was sent to XXXX XXXX office. There has been no follow-up from Earn Up, either by phone or email. I have had to make all contact with them.
I am unable to recover my $ 3,000+ from XXXX without proof of payment. I want my money back. I want Earn Up to respond to my requests and provide the documents I've requested.
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| 10/22/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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My mortgage is with XXXX. My payments were being made by Equity Accelerator Program paying early each month. XXXX was the provider of EAP to XXXX. Evidently, XXXX was sold to XXXX. On XX/XX/2019, XXXX transferred the files and told XXXX that XXXX said I was bankrupt and to terminate the processes. XXXX did and did not pay XXXX any longer. I have received no communication from anyone on this. I was going to open a checking account at XXXX today and noticed that my mortgage had not been paid. I called and they said that XXXX will not pay them and have terminated me to bankruptcy, which I am not in since the mortgage holder would know. After much pain, I was able to get a mortgage verification letter sent to XXXX so they can restart my payments. However, I had to make a complete payment, pay late fees, and have now late payments that will be on my credit file and payment history.
XXXX was negligent with the files transfer and XXXX was also negligent by not actually reading the date of the data and contacting the mortgage company to verify the sack of errant files that were delivered.
What can be done? I have now marks on my credit report and had to pay fees for something that was done to me. No one will give me the records although they are about me and my finances. I thought that I am entitled to all records about myself.
I am beyond upset and should have something done to remove the late payment recorded on me to the credit bureaus and filed to remove when a manual mortgage is run. XXXX must have been really evil and XXXX doesn't really read what they are given or even contact the person. XXXX did not let me know they were changing services.
I can provide only the mortgage verification from XXXX as the rest of the businesses refuse to provide written or electronic data. They say that they only the computers transferred the files and were processed. Evidently, XXXX did not use a human review process to read, only accept checked fields of bad records.
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| 12/26/2019 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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I have my mortgage paid by the company Earn Up. Every 2 weeks they deduct {$620.00} from my checking account to pay my leader ( XXXX XXXX ) so that I make 2 additional payment a year. On XX/XX/XXXX they deducted the payment of {$620.00} REF # XXXX ( this payment cleared on XX/XX/XXXX ) on XX/XX/XXXX the deducted another {$620.00} REF # XXXX ( this payment cleared on XX/XX/XXXX ). See Attachments When I called Earn Up I was told that neither payment cleared the bank and that I needed to send them the proof that they did clear. On XX/XX/XXXX I e-mailed them copies of the statement from XXXX XXXX XXXX XXXX showing both payments had cleared even though the second payment over drafted my account by {$540.00} and I received an over draft charge of {$36.00}.
I have called Earn Up every work day talking to the following people ; XXXX, XXXX, XXXX, XXXX and XXXX to name a few. I can never talk to a supervisor since they are always in meeting and even though I've requested a call back I have never received one.
My account has now been suspended with no idea as to when or if they are going to pay my mortgage payment for XXXX. According to my bank they have received {$1200.00} and I have now been charged {$54.00} in bank fees. I have deposited into my account with XXXX XXXX XXXX XXXX funds to cover the over draft of {$600.00} so that I will not receive any more penalties.
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| 03/28/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
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- Confusing or misleading advertising or marketing
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Web |
Older American, Servicemember |
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My husband and I recently gave a mortage to VIP Mortgage. After receiving a letter from them on how to set up my automatic payments went on line to do so. Entered the website name XXXX after going to that site I clicked on the area to set up autopayments. this took me to a web site called Earnup.XXXX XXXX XXXX XXXX & XXXX & XXXX .I could not get it to so i called the help line. Unfortunently i did provide personal information to them until i figured out i was not speaking with a VIP representative. The person i was speaking to said i hade to pay them to have my autopayments made. I told that person i thought i was talking directly to VIP and hung up the phone. I then called VIP and that rep had me put in the same website address XXXX and the correct address came up. He said somehow this other company that had shown up when i XXXX the website was a wrong site. I did work with VIP directly and that problem is solved. i then called Earnup and told them i had given them important personal information. i was assured that the information was not kept and the account at their site was not finished. The person i spoke to was XXXX. i am very upset that companies can lure you into their site by using a valid site set up by another company.
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| 01/22/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
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Web |
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I was reported 30 days late for my XX/XX/XXXX monthly payment to the Credit Bureaus. My monthly payments are automatically taken out on a semi-monthly basis by a third party company now known as Earn Up. Our XX/XX/XXXX payment was withdrawn from our account on XX/XX/XXXX and XX/XX/XXXX. However Earn Up had a problem and they were not able to forward our mortgage payment over to XXXX. Earn Up made no effort to contact me regarding the issues. I did not know that XXXX did not receive our XX/XX/XXXX payment until XX/XX/XXXX when we received a letter.
I have made several calls to both Earn Up and XXXX to get this corrected. XXXX needs documentation from Earn Up stating it was an error on their end that our XX/XX/XXXX payment was not submitted until XX/XX/XXXX. I have called Earn Up on the following dates and each time they say they will be sending a letter to XXXX but they never have.
XX/XX/XXXX Called Earn Up XX/XX/XXXX Called Earn Up XX/XX/XXXX Called Earn Up XX/XX/XXXX Called Earn Up Earn Up never made an attempt to contact me to inform me that there was an issue with our XX/XX/XXXX payment.
My issue is with Earn Up not XXXX It is not my fault that my XX/XX/XXXX payment was late and I'm paying the consequences for it.
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| 05/05/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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Web |
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I use a company called EarnUp to take a biweekly draft from my checking account and once a month send the payment to my mortgage company. I am paid biweekly which means 26 paychecks per year. Twice a year EarnUp will deduct a third payment and send it as an extra principal payment. This is roughly {$1000.00} that is sent as an extra principal payment twice a year. The third deduction occurred in the month of XX/XX/XXXX. They deducted a payment of over {$1000.00} on XXXX, XX/XX/XXXX and XX/XX/XXXX. I checked my mortgage statement and discovered today, XX/XX/XXXX that EarnUp still has the extra principal payment of over {$1000.00}. I called the company and was told that they will not send it until XXXX 's payment. EarnUp is holding on to an extra {$1000.00} for 2 months when they can easily release the payment and send it to my mortgage company. I expressed this to the rep and was told they will not release it until the XXXX payment. I have a big problem with this business practice and feel that it is highly unethical to hold a customer 's money for this length of time. At the end of the day, it is costing me extra interest because they additional principal payment made on XX/XX/XXXX is held for all of XXXX and XXXX.
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| 03/26/2021 |
Yes |
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- Trouble during payment process
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Web |
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Due to a " glitch '' in EarnUp 's system they did not make the payment on time to my mortgage company and caused me to have a late payment. I've never been late on a payment in the almost 6yrs that I've had my mortgage. I called and they " fixed '' the problem and said that they " hoped '' to have my payment made the same day. I also filed a complaint with the supervisor who told me that he couldn't connect me with a manager as he didn't know their number and that I would have to file a request for a manager to call me in 3-5 business days. It has been 9 business days and I still have not received a call. I called again and I was told that I would need to file another request and that they " should '' contact me in 72. I've called every day for the last 4 days to file a request. I was finally able today to speak to someone at their corporate headquarters who did give me the names of the managers, XXXX or XXXX but stated that it wasn't guaranteed that they would contact me. The contact policy regarding complaints seems to change every time I call in.
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| 03/02/2023 |
No |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Incorrect information on your report
- Account status incorrect
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Web |
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For several years, I work with a third party company called Earnuup, that makes payments on my behalf to my mortgage company. My mortgage was sold to XXXX and the third party sent payment to the previous servicer instead of sending to the new servicer XXXX. The third party payment company Earnup, has confirmed that they did have the funds in reserve to send to XXXX, but for some reason because of the switch to new servicer XXXX, the first payment wasn't sent. Due to their negligence, I now have a 30 day late on my payment history, and it is causing me great financial harm and emotional distress. I recently applied for a home improvement loan, and was denied due to this frivolous late payment due to Earnup gross negligence.
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| 10/07/2019 |
Yes |
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- Trouble during payment process
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Web |
Servicemember |
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I am writing to let you know about the fraud that a company or a program which until recently called itself XXXX XXXX and now calling itself EarnUp committed. CGPB actually had a ruling against it in https : //www.consumerfinance.gov/about-us/newsroom/cfpb-takes-action-against-mortgage-payment-company-and-servicer-for-deceptive-ads/ They took our money and won't pay the bank for the mortgage. They won't pick up the phone or call back. We don't know what to do.
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| 08/14/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
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- Other transaction problem
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Web |
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| 08/13/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Referral |
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| 11/22/2019 |
Yes |
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- Trouble during payment process
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Phone |
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