Consumer complaint received 2022-11-28
Company: ALLIANT CREDIT UNION
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I was in the process of pulling up my account online to make my monthly mortgage payment on a XXXX home I purchased in Florida when I noticed my payment went from roughly {$1200.00} per month to over {$2900.00}. The loan was initially through XXXXXXXX XXXX and transferred to Alliant Credit union which apparently is serviced by XXXX or XXXX. I immediately contacted the XXXX to inquire why my payment increased so much and it must be a mistake. This was roughly the week of XX/XX/XXXX. The person I spoke to said that it was due to an escrow shortage of over {$10000.00}. I was flabbergasted as I didn't receive anything at my home address indicating there was a shortage. They post online statements but no other correspondence. I said there must be a mistake as I have owned many previous properties and no taxes have ever gone that high. They indicated that if I call the county in which the condo was located and provide them with a tax bill, they would correct the escrow. I then reached out to the County and they indicated there is NO tax bill for XXXX as XXXX paid the property tax for XXXX and it was possible that I may not even get a tax bill for XXXX since the property has not yet been appraised. So they said they couldn't provide anything in the form a bill to satisfy XXXX 's request as there was no tax bill. 

With this information, I contacted them again the week of XX/XX/XXXX and told them what I found out. They asked me if I had access to a computer so that I could pull up the tax ID they had for my condo. I pulled it up with them and it showed the entire property owned by XXXX which was an acre parcel of land opposed to XXXX of a condo unit. I explained I only owned 1 of the 12 and the tax on the computer was for the entire piece of land. XXXX indicated that they would not change the escrow amount unless I could get something from the county indicated there were no taxes due. They also stated if I could get the information over, they would recalculate my escrow. 

I again, called the county and explained what was going on, they also were at a loss for words as they have never heard of this happening before. I proceeded to get a letter from them that indicated there was nothing due and taxes were paid by XXXX for XXXX and they also provided information to show what a finished condo ( exact same ) was being taxed. I provided over XXXX pages of documents via email on XX/XX/XXXX to show everything from letter from the county to a copy of the parcel and the subdivided units and my personal tax ID which was different than the one they pulled up early which was the entire parcel of land owned by XXXX. In the email I asked them to acknowledge they have received the email, the did not. Later that week, I called to confirm they actually received my documents. The rep I spoke to stated they did receive those documents. I asked if they have now recalculated the escrow she stated they did not and wouldn't until XXXX or XXXX. I told them that the previous person I spoke with said they ( XXXX ) would recalculate the escrow as soon as I sent in the info. Upon hearing they wouldn't even look at it again until XXXX or XXXX, I asked to speak with a supervisor. The Supervisor was not very helpful but did say the would recalculate the escrow by XX/XX/XXXX and would send a letter. To date, 10 days later, still no letter from XXXX indicated what they were going to do. I also just asked them to cancel the escrow when I discussed with the supervisor. I called back today to see today if they completed a reanalysis of my escrow. They stated they the complete the analysis and still won't change the amount to the exact same size condo down the street. I then asked if they have started the process of refunding my escrow account. She indicated they denied my request as I didn't have flood insurance on my property. I indicated I did have flood insurance as apparently they assigned me a flood insurance policy even though I had one through our XXXX XXXX. Apparently they sent a request to my condo address which we do not reside in and never to my home mailing address. So I told the representative today that I have the policy in front of me so that wasn't a valid excuse not to refund my escrow. She indicated that I needed to speak with the insurance department. I spoke to them and they said if I could send a copy of my current policy over today, within 5 days they will cancel my insurance policy they placed at {$1500.00} and my escrow. I don't believe this will happen as nothing seems to get done and if it is, it isn't communicated. They are requiring me again to pay over {$2900.00} for my XXXX payment which is over 2.5 times my usual payment for a mistake in which they are unwilling to rectify. I can not simply pay my usual payment ( before the escrow debacle ) as their system will only allow me to pay the full improper amount. So I am either forced to struggle through 2 months to come up with enough money to satisfy their full payment or face being delinquent which I have never done in my life. In the many people I have spoken with in this organization only XXXX of about XXXX people seemed to actually care and understand what they are putting me through. I more than likely will be forced to take a higher interest loan in order to pay this mortgage off to get with a reputable lender. I typically don't file or write complaints but I am doing this because I worry there are others out there that this is happening to through this company. I have read the reviews about XXXX online and they certainly aren't flattering.

Company response to consumer: Closed with monetary relief