Consumer complaint received 2021-04-05
Company: CrossCountry Mortgage LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage company ( Crosscountry Mortgage ) maintains an escrow account responsible for paying my property taxes. 

-For the tax bill year XXXX, I was issued 1 secured tax bill and 2 different supplemental tax bills. 

-On XX/XX/XXXX I requested the mortgage company to pay one of the issued supplemental tax bills. I sent an email on this date with a copy of the single supplemental tax bill I wanted the mortgage company to pay. 

-On XX/XX/XXXX, I called the mortgage company to inquire about payment status and the company said it was not aware of any request for payment. I resent the original email and the single supplemental tax bill I wanted the mortgage company to pay. 

-On XX/XX/XXXX, the mortgage company sent me an email stating it paid both supplemental tax bills, even though I only requested that it pay one of the two. 

-On XXXX of XXXX, the mortgage company issued an " escrow account projection '' which improperly estimated the property taxes it would pay on my behalf resulting in an inflated escrow payment. Specifically, the escrow account projection incorrectly added the supplemental tax bill amounts to all future property tax payments which is improper since supplemental tax bills are issued one time and are not recurring. For example, the actual secured tax bill is for two installments of {$1800.00} for a yearly total of {$3600.00} but the escrow payments are estimated as two payments of {$4200.00} for a yearly total of {$8400.00}. The escrow account projection estimates it will pay {$4200.00} for future property tax installments which are not supported by any current tax bill. 

-On XX/XX/XXXX I sent a detailed email outlining how the escrow account projection was improperly calculated. The email included the original tax bill, the supplemental tax bills, and an analysis on how the escrow account balance improperly handled. Specifically, the email was an Error Resolution Notice under 12 C.F.R. 1024.35 intending to obtain a response as to ( 1 ) how the escrow payments were calculated ; and ( 2 ) comments on my analysis ; and ( 3 ) that there was an error in calculating the escrow payments and escrow balance.

-To date, I have not received a response to my email that addresses the issues raised in any manner.

-I have called the mortgage company multiple times, over 10. I have spoken to numerous customer service agents and their supervisors who all were able to review the documents in my file and arrive at the same conclusion that I have arrived to : the estimated escrow payments are incorrectly calculated.

-All the supervisors I spoke to submitted numerous work orders to the tax department and requested a call back from the tax department so that the issue can be discussed with me directly. I was informed that the issue was very plain and simple from the perspective of the supervisors and that the tax department just needs to implement the notes supplied in the work orders. However, the work orders are always closed with no response or call back and the issue is never resolved.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation