Consumer complaint received 2018-10-24
Company: MB FINANCIAL, INC.
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX XXXX is responsible for making my tax payments from my escrow account. 

I received a letter from the XXXX County Treasurers office on XX/XX/2018 that my 2nd installment for my property taxes have not been paid ( due early XXXX ). The treasurers office indicated that my house would be included in tax sale XX/XX/XXXX  and the payment for the tax installment had to reach their office no later than XX/XX/2018 at XXXX. 

I immediately called the bank when I could on XX/XX/XXXX ( was the weekend with a holiday on Monday ) After a lengthy discussion with the Banks Tax department, they assured me they would take care of the situation and send a check to the treasurers office. Okay so I waited. 

Fast forward to XX/XX/2018. Now I have 12 days before my house goes on a Tax sale. 
I call the XXXX county treasurers office to find out if everything had been taken care of and they said " No, there have been no payments made to my account and no inquiries either ''.

I called MB financial that same day and asked why it hasn't been taken care of and I just got a run around. They mentioned that my payment would be included in a bulk payment and they assured it had already been sent out and so on and so on.

As soon as I got off the phone with XXXX XXXX, I called the Treasurers office to see if a bulk payment had been made or whatnot. They informed me that Bulk payments can not be made at this time and that the Bank knows this. Instead a payment directly for my account is required in situations like this. The payment has to be exact as well and they said it would be rejected if it weren't, but they mentioned that they hadn't received anything anyways from the bank ( rejected pmt, or inquiry ).

After that I called MB right back ( Tax Dept. ) and demanded to talk to a Supervisor, to whom I did. I mentioned to her that I just talked to someone from the Tax department and that they lied about everything they said to me, she assured me that this would be escalated and she even gave me a XXXX tracking number for the payment that would be sent. After being assured that everything would be fine I hung up the phone. I then checked the tracking number and sure enough it was addressed from XXXX TX to XXXX IL ( XXXX county treasurer ). BUT it was a in a pending state as the Label had only been generated and nothing sent just yet. 

Ok. I guess it takes a day or two for that to happen so I waited. XX/XX/XXXX and then XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX, and then XX/XX/XXXX and still nothing had been sent. Now I'm 3 days from the deadline for the payment to reach the treasurers office and 6 days from my house being put up for a Tax Sale. 

So I call up the same Supervisor ( XXXX from the XXXX, TX location - MB Tax Dept. ) and once again She assures me that the Payment had been  processed and it should go out very soon by the end of the day at the latest. 

Okay now it's the next day XX/XX/XXXX, so I check once again and the shipping Label is still the only thing that has been generated and nothing has still shipped. It's now less than 2 days away from the deadline of the payment reaching the office ( Friday ) and the House goes up for sale on XX/XX/XXXX ( Monday ). 

The stress that this has caused is insurmountable at this point. 

I don't know what to do anymore as I've been pushing this with the Bank for quite some time here and it's as if they want my house to be sold at the tax sale. Considering that I have been giving the bank ample time to correct this during the last few weeks, I haven't had the chance to contact a lawyer. I gave the Bank the benefit of the doubt to my own detriment apparently.

Company response to consumer: Closed with explanation