Online bill payment error sends mortgage payment to wrong lender


TAMPA, Fla (WFLA) – Chris Becker clicked wrong, sending his mortgage payment to the wrong lender.

“It was my mistake,” he said. “I didn’t think it would be that hard to fix it, though.”

Becker and his wife recently purchased a new home and are paying their mortgage through online bill payment through their bank, USAA. They have a list of creditors in the system that they can choose from to pay their bills. Unfortunately, one of their old lenders, PennyMac, was still on the list, and Becker accidentally sent them his $1,300 mortgage payment.

Unfortunately it was in June and since then he has been trying to get the money back.

“You feel like you’re out of breath,” he said. “You work hard. You try to make your payments on time.

He says he had a hard time and now his mortgage is behind because he needs that money to get an updated loan.

“At that time, PennyMac said they were going to fast-track the money in five days,” he said. “It was June 24, and again, we still haven’t seen the money.”

Consumer researcher Shannon Behnken contacted PennyMac and received this statement:

“Pennymac received funds from the former client’s financial institution. The only identifying information provided to Pennymac was the customer’s name and address. We determined that the loan associated with the address was repaid in 2020. So, we issued a check to the address provided to us; however, the check was returned to us as the address was out of date. Pennymac has since returned the funds to the customer’s financial institution. We have confirmed with the financial institution that they have received the funds and will return them to Mr. Becker within 3-10 business days. Of course, Mr. Becker should work directly with his financial institution to get more details.

Becker says the USAA tells him they don’t see any pending trades yet, so Better Call Behnken will continue to stay on this story until Becker gets his money back.


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