Consumer complaint received 2018-03-01
Company: MONEY SOURCE, INC., THE
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
I have 2 problems - 1st was with the XXXX FHA that was initiated XX/XX/XXXX and then with the mishandling of my Escrow account below is the email I have sent 4 times to The Money Source along with I believe 3 phone calls where I had to leave a message for my issue to be escalated. I do have documentation and emails to support all listed below, I am also still paying my payments as I don't want to pay late on a mortgage : Last week I had placed a call to your customer service line concerning the jump in my payment and was informed this would be escalated to manager and I would receive a call. I have not yet received a call. I am currently on hold right now to speak to another customer service representative which as the more I looked into my loan the more complicated it has become so I am writing this down to assist you all in making a thorough review of my loan. I began an internal FHA XXXX XXXX with XXXX XXXX and received the XXXX on XX/XX/XXXX and informed on XX/XX/XXXX that I should close around XX/XX/XXXX possibly. XX/XX/XXXX I received a Welcome letter from XXXX XXXX and attempted to contact her on XX/XX/XXXX & XX/XX/XXXX before she responded that loan was approved and 2 items where needed Hazard update with new loan and Utility Bill I had already turned in and received confirmation of those received by XXXX XX/XX/XXXX but I immediately sent in what was requested again. As I had not had communication I emailed XXXX again on XX/XX/XXXX To verify items where received and what our ETA for closing and when XXXX XXXX will be sent on. I received an email from XXXX XX/XX/XXXX at XXXX that my items had been resubmitted and I was clear to close. Then on XXXX after emailing trying to get update on ETA after a back and forth with XXXX ( as I was not getting response from others I emailed him also ) the email I received from XXXX now stated she has sent my file to Team lead to expedite so they can CTCbut I was informed XX/XX/XXXX I was already clear to close. I esigned the CD on XX/XX/XXXX and was set to close XX/XX/XXXX so I then started to communicate with the XXXX XXXX XXXX XXXX XXXX with XXXX XXXX Branch Manager ( she is no longer with XXXX XXXX now and branch closed ) on XX/XX/XXXX she informed me lender needed to push closing back to XXXX the documents finally arrived to notary on XX/XX/XXXX at XXXX my appointment was at XXXX. As I had not heard from anyone on XX/XX/XXXX date of funding per the CD and Docs we had signed I started to email to check status.Finally XX/XX/XXXX I was told that the wire was ordered and XX/XX/XXXX my loan funded. Now that I have explained the horrible beginning of this loan imagine my surprise that my Taxes where never updated to correct amount as tax bills for XXXX county go out in XXXX I have in fact an email from title where they have the tax cert for my file pulled on with tax effective date of XX/XX/XXXX for the amount of {$3900.00} but on the Payoff I also requested a copy of shows Less Current Balance of XXXX and Escrow taxes of XXXX. The History Statement from my prior loan reflects Projected amount of taxes to be XXXX but Actual is XXXX I received this XX/XX/XXXX not thinking anything as taxes always increase a bit so when I got the Annual Escrow Account on XX/XX/XXXX I was not alarmed that new payment was XXXX ( reasonable as payment was XXXX I always round up to XXXX to put towards my principal ) but when I received my Statement for XXXX now has my payment at XXXX A XXXX INCREASE I went back through all my emails, notes, paperwork and I am confused on how a FHA XXXX using a tax value of XXXX ( XXXX tax value mind you ) when the tax bill received for that year of XXXX as XXXX which is reflected on the payoff? I need someone to please contact me ASAP as I want to make my payment by XX/XX/XXXX as I have never paid my mortgage late. Please call or email be advised if I dont answer please leave me a voice message with number and extension I can return your call at. I am currently reviewing my XXXX XXXX and as I am finding and it seems that T & I to be updated and should be updated, why wasnt mine? I will continue my research as I await a response from you. XXXX has escalated this per our conversation today Thank you!

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation