Consumer complaint received 2022-02-09
Company: On Q Financial
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX : On Q Financial is a new mortgage company to me as of XX/XX/XXXX. 
When my mortgage was sold to On Q Financial there was {$3300.00} in my escrow account for On Q to pay my personal property taxes to XXXX XXXX in Virginia. 
On XX/XX/XXXX, I received a bill from XXXX XXXX in Virginia to pay my personal property taxes in the amount of {$3300.00}. 
I panicked because they were not showing paid and thought at the time, they were my responsibility. 
On XX/XX/XXXX, I paid half of these taxes in the amount of {$1600.00} and then thought twice about what I had done. 
I contacted my loan processor, they told me that was not my responsibility but On Qs responsibility to pay the taxes. 
On XX/XX/XXXX, I contacted my credit union to stop payment on the {$1600.00}. 
My loan processor advised that I should not do anything more as On Q had the money to pay the taxes and they were likely in the middle of processing payment and the paper bill from the county crossed in the mail. 
XX/XX/XXXX : I received a check from On Q Financial in the amount of {$2700.00}. 
Confused by this, I contacted XXXX XXXX to see if my taxes had been paid in full. 
They advised they had not been paid in full and money was still owed. 
This is when I found out the stop payment on the {$1600.00} had not been processed by my credit union. 
The balance owed to the County included interest and fees in the amount of {$1800.00}. 
The total county tax bill went from {$3300.00} to {$3500.00}. 
Therefore, the total tax amount I paid was {$3500.00} minus what On Q sent {$2700.00} which leaves {$850.00} in taxes and fees. 
I called On Q Financial customer service department and they advised I needed to send an e-mail to the tax department with all documentation, I sent the e-mail XX/XX/XXXX. 
XX/XX/XXXX : I called customer service and found that the e-mail address I was given was incorrect. 
I resubmitted everything I originally sent to the correct e-mail address, while on the call with customer service representative, I was told she could see where I sent the e-mail. I was told they could not see XXXX documents that I needed to find a way to send the document via PDF. I could not alter my documents to send XXXX, so I sent them again on the XXXX by forwarding original receipts received from the County of XXXX. I again received no response from anyone with On Q. 
XX/XX/XXXX or XXXX, XXXX : I called customer service again, the customer service representative said the documents were in review to give it a few days before calling back if I did not receive a response. 
XX/XX/XXXX : I did not receive a response, so I called customer service again and their system was down, I was told to call back. 
I called back around XXXX and asked to speak with a manager. I was given a manager ; she reviewed my notes and after some back and forth I asked that she escalate or did I need to contact a lawyer for help. I explained that I knew she was not at fault, I truly just wanted to talk through this case with someone. 
I did receive a response from the escalations group via e-mail that my case was closed. I responded back to escalations telling them I was owed the {$850.00} and I would be pursuing legal options. 
Im now at a loss as to what to do and just want someone from this company to contact me and tell me why the case is closed and why no one reached out to me. 

All of this because they did not pay my taxes with money they were holding. 

Regards, XXXX XXXX

Company response to consumer: Closed with explanation