Consumer complaint received 2021-11-01
Company: AMERICAN NEIGHBORHOOD MORTGAGE
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I received an escrow analysis on XX/XX/XXXX from my mortgage company explaining that I had a shortage and that my mortgage payment would be going from {$2000.00} to {$2200.00} because of that shortage. I reviewed the details and saw that they have my county tax for XXXX listed at {$2000.00} instead of the {$740.00} that was paid this year. I submitted a request to review this incorrect amount via their website on XX/XX/XXXX and received the following reply : Dear XXXX XXXX, Thank you for your inquiry dated XX/XX/XXXX, regarding your loan. The message we received advised you feel our projected disbursals for your XXXX XXXX property taxes are incorrect. 
This is in response to your request to update information listed in our records for your XXXX taxes. Please be aware that no updates could be processed at this time. In order to review this matter further we would require an updated XXXX XXXX XXXX tax bill or a letter from your tax authority to verify the new total estimates for your property taxes. Such documentation may be sent to one of the following : ATTN : Escrow Department XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, IL XXXX Fax Number : XXXX Email : XXXX Please include your loan number on all correspondence. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - I contact my county tax office because there is no way my tax amount was TRIPLING in one year and the only thing that I currently had and could send to my mortgage company would be this years tax bill, which they already paid. I received the following email from my county tax office on XXXX the XXXX confirming there is in fact no way my mortgage company could have any updated information on my XXXX county tax rate at this time since they do not even have it yet and that of course they could not yet provide me with a tax bill for XXXX. 

XXXX XXXX XXXX Fri, XX/XX/XXXX, XXXX XXXX ( 3 days ago ) Hi XXXX, I work in XXXX XXXX revenue office and an e-mail that you had sent regarding questions on your real estate tax bill was forwarded to me to respond to. I was checking your parcel, and you are correct, that your real estate tax bill for XXXX XXXX is currently only {$740.00}. Currently, we are still waiting for county administration to determine what the new millage rate will be for the year XXXX, so we have no idea what your XXXX XXXX XXXX bill will be yet, and furthermore, we never independently reach out to mortgage companies since we dont know everyones mortgage companies, so we dont know how they have determined that kind of projection for next years bill. Unfortunately, since we still dont have the set millage rate for next year, ( we usually dont get the final vote until the beginning of XXXX ) we dont have anything we can give you to send to your mortgage company at this time. If you have any questions, or need further assistance you can message or call the office. 

XXXX XXXX XXXX XXXX XXXX of XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- In addition on the XXXX I requested that my mortgage company send me a copy of whatever they received saying my XXXX tax bill would be {$2000.00} and I got this reply : Thank you for the inquiry dated XX/XX/XXXX, regarding your loan. The email we received inquired about XXXX XXXX taxes. 

The current escrowed tax information on file reflects what the estimated tax amounts for the XXXX taxes will be once your property has been re-assessed with your own tax rate. Please note that as we verify your tax amounts electronically, we are unable to provide any documentation. We apologize for any inconvenience this may cause. 

Your satisfaction is very important to us and we appreciate your business. Please let us know if you have any further questions or concerns regarding this matter. You may contact our Customer Service Department at XXXX, or you may reply directly to this email. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - I called my mortgage company today XX/XX/XXXX and spoke to XXXX who agreed the increase seemed odd. I explained to her that the county does not even have the XXXX tax amounts due or millage rate yet. XXXX confirmed that she could see all that was paid to the county last year was {$740.00} and told me that all I had to do was send my most recent tax bill to them attn tax department and they would review it and sort it out. I emailed my mortgage company my XXXX tax bill ( again no bill or estimate for XXXX EVEN EXISTS as explained by the county ), as well as a print out I got from the county website with my parcels current assessment, millage rate, and tax amount which again is reflected as {$740.00}. I received this reply back from my mortgage company this afternoon : XXXX XXXX ( Research ) XXXX XXXX  ( 1 hour ago ) to me Dear XXXX XXXX, Thank you for your inquiry dated XX/XX/XXXX regarding your loan. The email we received advised us of errors found in your most recent escrow analysis regarding your taxes. 

As stated previously, our tax information on file reflects the estimated tax amounts for the XXXX taxes once your property has been re-assessed with your own tax rate. In order to further assist you, we would need an updated copy of your XXXX tax bill or a letter from the taxing authority verifying the new total estimates for property taxes. Please provide this information to our Escrow Department in one of the following ways. 

ATTN : Escrow Department XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, IL XXXX Fax Number : XXXX Email : XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- My mortgage company is not even ATTEMPTING to resolve this issue. My mortgage company has no documentation or proof to support their " so called estimated '' XXXX XXXX tax amount and is refusing to provide me with anything that indicates how they came up with this amount. For goodness sake the county themselves is even saying no one knows what the XXXX county real estate amounts will be yet. At this point I feel this is a case of complete incompetence at best, fraud at worst. 


****Please note that my last name on the tax bill for XXXX differs from the name on the mortgage due to getting married and having to update the deed with my married name which has now been done***

Company response to consumer: Closed with explanation