Consumer complaint received 2022-01-12
Company: Churchill Holdings, Inc.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My issue is regarding my mortgage company ( Churchill Mortgage ) not paying the correct property taxes and the inability to get them to respond. 
XX/XX/XXXX I checked my property tax account to ensure they paid my property taxes correctly. They did not. I immediately emailed them and called them to have this corrected and I sent them the correct amounts to be paid that I downloaded from my county tax department. Since then, I have sent numerous emails without any answers. They will only say the research department is working on it. They then said to call if I need immediate assistance. I did that and was told that XX/XX/XXXX and escrow analysis would be done. When I check my account, everything remains the same ( payment amount, escrow amount ) and when I check the county records, it still has not been paid. 

I then told them that I want to cancel using escrow with them and make my payments in the future so I can make sure it is done correctly. Subsequently, they cancel my escrow, but they still keep my escrow funds and do not pay the taxes that are due. They do not respond to my request to give me my escrow funds back so that I can make the tax payment ( which is due in 2 weeks ). 

Essentially, they are keeping my escrow money, not paying the taxes due, not responding to emails, giving mis-information on phone calls. Nothing is being done and if I don't pay my taxes by the XXXX  I will incur a substantial penalty. 

Please Help!!! Below is the initial letter sent to them. I then show their response 3 days later. That is the last time I have heard from them and as you can see, we are going on one month. 


XX/XX/XXXX XXXXXXXX  XXXX  Topic : Escrow Analysis To : Customer Service I need clarification on the amount of property taxes paid on XXXX. I show the taxes due are {$1800.00} under XXXX XXXX plus {$1500.00} under XXXX XXXX XXXX my daughter owns 50 % of property ). This is a total of {$3400.00} and what was paid by you to the tax office is significantly less. Can you please let me know if an additional payment will be made before the deadline? 
Thank you Re : Property Tax paid Their Response : XX/XX/XXXX XXXXXXXX XXXX Topic : Escrow Analysis From : Customer Service Dear XXXX XXXX XXXX, Thank you for your inquiry dated XX/XX/XXXX, regarding your loan. The message we received was regarding your property taxes. 

Our records indicate that on XX/XX/XXXX, we disbursed a payment of {$2400.00} to the XXXX XXXX XXXX Collector. On XX/XX/XXXX, we disbursed a payment of {$45.00} to the XXXX XXXX XXXX. Our next scheduled disbursements will be in XX/XX/XXXX in the anticipated amounts of {$2400.00} and XXXX. 

Please note that our tax service will verify the current tax assessment with your taxing authority prior to disbursement of payment ; however, you may forward any updated tax bills that you receive to the following mailing address, fax number, or email address : Attn : Escrow Department XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, IL XXXX Fax : XXXX Email as a PDF : XXXX Please include your loan number on all correspondence. 

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 message. 

Sincerely, Research Department I immediately sent them another email containing both property tax payments that needed to be made from the county tax office.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation