Consumer complaint received 2021-02-20
Company: Security National Financial Corp
State: UT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This complaint is against Security National Mortgage Company which holds our mortgage after a refinance last year, XXXX. In XX/XX/XXXX a XXXX veteran tax abatement was approved by the county for the full taxable value of the home. This tax abatement was retroactively approved from XXXX forward and XXXXhe county issued a tax refund for the XXXX tax year. The county also provided us with documentation confirming that the tax abatement had been approved for the property so that the mortgage company could do an escrow review and recalculation ( in our case a complete removal of the tax escrow with only the home insurance portion remaining on the monthly mortgage payments ). This document was faxed over to Security National Mortgage Company on XX/XX/XXXX. As of this writing the company has yet to recalculate our escrow or issue an escrow overage refund check. Every conversation that has taken place with them whether it be online messaging, online chat, phone call, or escalations has resulted in completely different information being provided and absolutely no progress ever being made. Timelines keep changing, deadlines keep being missed, promises for call backs and followups are not followed through on. With the documentation that has been provided this should have been an extremely easy and straightforward process. Below is the timeline of events that have taken place since the document was faxed on XX/XX/XXXX. You can see that almost every person that was spoken to provided specific deadlines and assurance and then the next person thats spoken to confirms that the previous agent didnt do any of the things they said they would do. 

Timeline of events - XX/XX/XXXX Faxed the tax abatement documentation to Security National Mortgage Note : The fax number provided was disconnected XXXX XXXX XXXX, was forced to look for another fax number which ended up being XXXX. 
XX/XX/XXXX Sent a message through the Security National Mortgage online messaging system to notify that the fax was sent and which fax number was used. 
XX/XX/XXXX Received confirmation from XXXX XXXX through the online messaging system that the fax was received and was bring processed. 
XX/XX/XXXX Requested an update of the escrow review through the online messaging system. 
XX/XX/XXXX Received a response from XXXX XXXX who confirmed that the escrow analysis would be completed on XX/XX/XXXX and that an escrow overage check would be issued within XXXX hours of the completion of that analysis. 
XX/XX/XXXX Online statement still reflects the same escrow amount for monthly payments and overage. Sent a message through the online messaging system asking for an update and the details of the adjustments made to the escrow and monthly payment. 
XX/XX/XXXX No response provided, sent another follow up through the online messaging system asking for details about the adjusted monthly payment. 
XX/XX/XXXX Received a nonesensical response from XXXX XXXX through the online messaging system. It had errors at the beginning listing Dear XXXX  XXXX XXXX XXXX, instead of my actual name and a signature of XXXX XXXX at the end instead of the actual name of the person that responded. 
XX/XX/XXXX Initiated a live chat through the online account and was initially connected with XXXX. XXXX immediately began to pretend that I was not online or responding within seconds of connecting. A rushed message was submitted to keep her from ending the chat. The situation was explained and that the escrow analysis should have been completed XX/XX/XXXX. XXXX opened a workstation for the review which had apparently not been opened at all previously and told me it would be 14 business days to complete. An escalation was requested due to the delays that were caused from the escrow review not being started in the first place. XXXX stated no and then abruptly ended the chat before a response could be given. 
XX/XX/XXXX Another live chat was initiated after being hung up on by the previous agent XXXX. Was connected with XXXX or XXXX. Explained to XXXX that the previous chat had been rudely disconnected before the conversation was over. Explained that the escrow review had not been started at all when it was communicated that it would be completed by XX/XX/XXXX. Was told that it XXXX take until XXXX to be completed. Asked to have a XXXX call to discuss further. Was told that a Supervisor would call after XXXX XXXX. 
XX/XX/XXXX An escalation specialist called but used a phone number listed as a scam number so the call was missed. Called back, asked to speak with Supervisor and was transferred to XXXX who is an escalation specialist. XXXX stated that the escrow review had not been started and he started it. Stated that it would be completed by XX/XX/XXXX. Then stated that it would take 2 additional months before the monthly mortgage payment would be adjusted with the lower escrow amount. This was yet another long drawn out timeline that was not acceptable so asked to speak with a Supervisor. Was told that I would be transferred to a supervisor but was instead blind transferred back to the call queue and placed on hold for over 35 minutes. 
XX/XX/XXXX CS agent XXXX answered the blind transfer and clarified that she was not a supervisor, that she worked in the after-hours office and had just logged in to work. She looked over the issue while pinging her Supervisor XXXX for assistance and guaranteed that the escrow review would be completed tomorrow, XX/XX/XXXX, after she entered the correct code for the review. She stated that it would be completed in time for the XX/XX/XXXX mortgage payment. Stated that the overage check would be issued after the review was finished on XX/XX/XXXX. Stated that they would call back after it was completed on the XXXX. The XXXX came and went and no one called. 
XX/XX/XXXX Called Customer Service and spoke with XXXX. XXXX stated that the escrow review will now be completed on XX/XX/XXXX. Did not give explanation for missing the XX/XX/XXXX deadline, did not give explanation for why no one called back as stated by XXXX on XX/XX/XXXX. Asked to be transferred to a Supervisor. 
XX/XX/XXXX Was again transferred to an escalation specialist named XXXX. XXXX proceeded to explain that the tax abatement documentation provided by the XXXX County Tax Clerk was not adequate and that their tax department needed to confirm the amounts. Asked why this was not done back on XX/XX/XXXX when the document was first faxed to SecurityNational Mortgage, no explanation was given. Asked why this didnt come up when the escrow review was promised to be completed on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and no explanation was given. XXXX promised to call for follow up on Tuesday XX/XX/XXXX but then stated it would not be her. It was communicated that at this point complaints would be filed with various consumer protection agencies. XXXX was told to continue making progress as she sees fit but there is now zero confidence on our side that this will actually be completed or that we are being told the truth about what has been and is being done. 


At this point at least 8 hours have been wasted by us with online chats, long hold times, and being given wrong information and flat out lies over and over again by Security National Mortgage and their support teams. Any help that can be provided would be greatly appreciated.

Company response to consumer: Closed with monetary relief