I have two Commercial Mortgages with a bank in the US. Both mortgages process incorrectly when paid online or at the branch.
Loan #1 processes payment, but the payment doesn't register in the system and eventually posts as past due. The next month's statement shows the payment as made and processed, but requires a double payment as if payment was never made.
Loan #2 only allows a partial payment to be made. Using a $2K payment as an example. The system says $1.8K is due and won't allow me to pay $2K, so I pay $1.8K. Two days later $200 is due, so I make a 2nd payment. A week later $5 is reversed to my checking account. The next day, $5 is due, so I make a $5 payment. To sum it up, it takes about a week or two and three payments for my account to be fully paid.
This has been going on for almost 9 months. My branch manager basically said he'd never seen anything like it and it's above his pay grade. I get referred to a Business Banking Relations Manager, but he has no power and all he can do is escalate the issue. The bank reprocesses Loan #1 accepting my payment from the previous month, but nobody within the bank seems to care or want to fix the issue. At one point some sort of virtual team manager chimed in saying she's taking this seriously and is here to "own it" with me. She has since ghosted me. This can't be typical. How do I get this bank to take this issue seriously and address the errors? Is this worth reporting to the Federal Reserve? I'm tired of dealing with this every month.