Consumer complaint received 2020-12-22
Company: MONEY SOURCE, INC., THE
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX- submitted my most recent tax bill to my mortgage company and followed up with them twice to make sure it was paid ( the local tax office and I were also in contact so I knew it hadnt been paid yet ). On my 2nd or 3rd time contacting the mortgage company : TMS XXXX The Money Source ) I was told my payment had been sent. At that point I didnt think about the situation until I got another tax bill from my tax company with overdue amount of {$1000.00} for school tax and $ XXXX county tax and {$23.00} district tax Which must be paid by XX/XX/XXXX or else it will be turned over to the county as delinquent and incur more fees for being such. 
I immediately contacted XXXX to question why my taxes hadnt been paid. This was XX/XX/XXXX? And I spoke to XXXX in the tax dept. Who filed my initial complaint and explained they had sent a check to local tax office in XXXX, PA on XX/XX/XXXX in amount of {$570.00} for school district tax and it was returned to TMS for incorrect amount. I was told this would have an escalated flag put on it. On XX/XX/XXXX I contacted TMS to follow up again and spoke with XXXX from the Tax dept and he explained it was still under investigation and they probably could not pay it till after new year. I explained it will be turned over XXXX XXXX as delinquent by that time ( which means any payment TMS sends to local tax office will once again be returned because the county now handles it and the amount would be higher for delinquent fees XXXX. XXXX assured me that theyd pay any extra fees since it would be their fault but otherwise couldnt give me any more answers. 
XX/XX/XXXX I called TMS again to see what the status was for my case and spoke with XXXX from the tax department who said its still being researched and a check is scheduled to be sent out XX/XX/XXXX. I once again expressed to XXXX that this will be after the due date and payments can no longer be sent to the tax office and will also have additional delinquent fees applied. I expressed reasonable frustration as to why if I had submitted the documentation from the tax office for the necessary amount why they werent sending the check now. I asked to speak with a supervisor and was told he was busy and would respond within 24hrs. I asked that if the payment was returned back in XXXX for incorrect amount why I had never been contacted about it by TMS or why TMS didnt contact the tax office to find out why the amount was incorrect/question something, anything! It was simply ignored and no one told me anything and now Im left on the hook for delinquent taxes. I went through this same situation last year and had to pay the full amount myself. So why am I paying into escrow if I constantly have to babysit the mortgage company to make sure they pay the bills that I send to them? Everyone wants their money from me but no one seems to be in a hurry to apply said money where it belongs. Ive also had issues with TMS not paying my homeowners insurance till the last absolute minute!

Company response to consumer: Closed with explanation