Consumer complaint received 2020-12-22
Company: AMA Advisors, LLC.
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Hello, I have been trying to resolve an issue with my mortgage company, Homebridge Financial, for over a month now. It seems the lender is picking up an incorrect amount for my taxes, an amount based off of a tax relevy from when I bought the house, which is no longer in place. 
<br /><br /> I have reached out to the receiver of taxes at the Town of XXXX XXXX NY and they have assured me that there will be no relevy on the property for any future taxes. 

I started reaching out to Homebridge regarding this issue on XX/XX/XXXX ( timestamp : ~ XXXX ). I explained the situation to the customer service rep. I told the rep that I had a letter from the town verifying the correct tax amount. The Homebridge rep gave me an email ( XXXX ) to send over the paperwork from the town. I sent that email the same day, XX/XX/XXXX. 

The issue hadn't been resolved when I checked XX/XX/XXXX. I have since made two additional phone calls to the company ( XX/XX/XXXX ( timestamp : XXXX ) and XX/XX/XXXX ( timestamp : ~ XXXX ) and sent XXXX emails on the matter ( once again to the email above on XX/XX/XXXX per the customer service rep and to a different email address XXXX XXXX ) on XX/XX/XXXX, per a different customer service rep ) and still, no resolution. 

On the XX/XX/XXXX phone call, I was told that the original email address I was being told to send the paperwork to was an older address and should have never been given out. 

The last two reps I spoke with ( XX/XX/XXXX rep and XX/XX/XXXX rep ) said they would personally call me back to confirm the status of the issue by the end of the week and neither of them called to confirm. It's been incredibly frustrating because every time I call, I'm on phone for a while ( the last call was almost 2 hours between reps! ) explaining everything all over again and nobody has the power to resolve the issue, nor can they put me through to actual tax department who will be handling the complaint. I'm told that department has no phone number. None of the reps will send anything to me in writing about this complaint or how they are trying to resolve the issue. 

Additionally, I had asked the rep on XX/XX/XXXX if I should be making my regular payment or the new adjusted payment for XX/XX/XXXX and she said to send my regular payment. She said they would see that they were asking for too much and resolve it. But that's not what happened. Now Homebridge is saying I'm short for XXXX and that my XXXX payment will be returned if it's not at this higher amount. This will then affect my credit. 

Until this gets resolved, my mortgage bill has been increased by over {$300.00} a month, which is an unfair ask for a consumer to lay out right now, especially since it's based on Homebridge Financial 's negligence to verify taxes. Homebridge is making this way too difficult to resolve. 

This feels like a scam on the consumer. Is Homebridge Financial purposely not verifying taxes to help cushion their bank account at the expense of their borrowers in this time of uncertainty? 

I can forward any original emails and the most up-to-date letter from the Town, upon your request. I hope you can help me take care of this issue. It has been very stressful and is tarnishing my immaculate credit and good name. 

Please reach out for any additional information you may need. Thank you in advance for helping me with this issue!

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation