Product: Mortgage

Since XX/XX/XXXX we have had an ongoing back and forth with this company each time we call to resolve our payments. At the beginning of XXXX, we were notified that our escrow had a shortage due to taxes and a change in homeowners insurance, which was {$4900.00}. The letter stated that if we paid the shortage our new monthly payment would be {$2100.00} ; if we did not, it would be {$2500.00}. On XX/XX/XXXX we paid both the {$4900.00} ( shortage ) + {$1800.00} ( mortgage ) = {$6300.00} total. We later in XXXX receive the bill due XX/XX/XXXX, claiming we owe {$2500.00}. I called customer service and the representative stated the {$4900.00} was not updated in the account to discount the shortage and suggested the review before or that a review will be done before XX/XX/XXXX. On XX/XX/XXXX we paid {$1800.00} and were told that the online amount of {$2100.00} was for the XX/XX/XXXX bill. We received the bill due XX/XX/XXXX requesting we pay {$2500.00} AGAIN. I called customer service, and the representative said that it would take 5 days to process the payment ; the call was on XX/XX/XXXX. The last day to pay on time is the XXXX of every month. I called again on XX/XX/XXXX and XX/XX/XXXX to address and follow up on the same problem. I spoke with a supervisor, and he updated the information on the spot. We paid the new mortgage payment of {$2100.00}. Shortly after, we were told that we have another shortage in our escrow of {$3100.00}. I have called numerous times and I either have to leave a message, no one answers, constantly transferred between customer service, billing, and insurance, and getting hung up. We were told that it has to do with the change in insurance on XX/XX/XXXX and XX/XX/XXXX because the insurance costs more than the previous one. However, it does not explain how we owe THAT much after paying the shortage recently. I spoke with a representative on XX/XX/XXXX who checked with her supervisor and said that the {$4900.00} is in our escrow account, but it was not being applied to the shortage of {$3100.00}, and because the amount we paid was greater than the shortage amount, it means we have a surplus of {$1800.00} and the amount would be applied to the principal, but we requested to receive the difference in a check. The representative gave us case # XXXX. This representative said that the transfer would be processed by the following Monday or Tuesday. I called today to confirm that the transfer was processed and information was updated, and another representative told us that the {$4900.00} is in the escrow, but we still owe them {$3100.00} and told us that {$520.00} was taken out of our escrow to pay for the flood insurance on XX/XX/XXXX, but we paid {$360.00} on XX/XX/XXXX to XXXX XXXX XXXX to renew the flood insurance. We do not understand why more money was taken out for the insurance when we already paid it. We were transferred to the insurance dept, and the representative told us that we did not owe {$3100.00}, but {$650.00}. 

I have been calling at least every week since XXXX and everyone tells us something different. This is infuriating, draining, stressful, exasperating, unprofessional. The people working here are negligent, conniving, and or irresponsible. I can not trust that my money is being processed and managed properly, that its being placed where it corresponds. Every month theres a shortage or drastic amount of money that we owe, and the mortgage continues to rise. There is no consistency in the information were being told, and we have not been informed of the transactions that deal with money being taken from escrow. At this point, if we are not contacted and this case is not looked into in 72 hours, I have no choice but to do one and or more of the following : 1. Contact a lawyer ; 2. Contact Consumer Report ; 3. Contact an investigative journalist from a news channel ; or 4. Refinance with another company. This is affecting our psyche to work, and no one is giving us a clear answer. We keep going in circles every time we call and nothing changes or is resolved. I would not recommend this company to anyone if asked.