Consumer complaint received 2023-01-27
Company: Movement Mortgage LLC
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I obtained a mortgage from Movement Mortgage for a new construction purchase in XX/XX/XXXX. This being a new construction, the property taxes were estimated by applying XXXX XXXX tax rate to the purchase price. A common practice, but resulting in over-estimating of the tax obligation. In XXXX of that year, I received a notice form XXXX XXXX of my XXXX tax assessment. I contacted Movement MortgageXXXX, my servicer, advising of the assessment and requesting my monthly escrow payment to be adjusted. I was directed to a website to upload XXXX XXXX communication stating the annual tax amount. I did so the same day. There was no action taken or any communication from the servicer. I followed up again in XXXX where I was told that an escrow analysis needs to be performed and that does not happen until XXXX year after closing ( XX/XX/XXXX ). I advised that I request it to be done now since the tax amount is known and I am overpaying more than {$100.00} every month. That request was sent to the escrow department. Again, my monthly payment was not adjusted. I called again In XXXX. I was told that the servicer had to wait to pay the tax bill, which was now done, to adjust my tax escrow. Another request was sent to the escrow department to for an escrow analysis as the initiation of an adjustment to my monthly payments. XXXX the next 45 days I made at approximately the phone calls to the customer service department following up. Every time, I encountered another representative who was very sympathetic and understanding towards my case promising that they will rectify the situation and ensure me that an escrow refund check will be requested and my payments will be adjusted. When I asked for a phone number to the escalations department or for the case to be escalated. I was told that there is no escalations department and that a supervisor will call me back, this being the only escalation possible. XXXX never called me back. The following call I made ( late XXXX ), resulted in me finding out that no escrow analysis was performed yet, but it was now requested. I received a follow up call advising that my payments for XXXX will be adjusted and that I will receive a refund check for {$1300.00}. XXXX XXXX, I received the statement showing same amount owed for the XXXX payment and still no refund check. I finally was connected to a XXXX XXXX phone calls later, who told me that the escrow analysis on purchases are not done until 18 month after closing. I advised that this is not industry standard and that I provided them with the tax bill. There is a limit of the overage a servicer can hold in an escrow account and that after 18 months this will be excessive. I advised that I need it resolved or I will have no choice than to contact the CFPB as this matter has been ongoing for XXXX months. My case was then escalated to the ( non-existent, per prior conversations ) escalations department. On XX/XX/XXXX, I was advised via phone and email that my payment was adjusted fairly and a refund check was mailed on XX/XX/XXXX in the amount of {$1700.00}. On XX/XX/XXXX, I emailed advising no check was received and was asked to wait until tomorrow, and the rep will follow up with me on Monday. On Tuesday, XX/XX/XXXX, I advised that there is still no check. I was advised the same day that a stop payment was requested and an ACH transfer to my checking account is being processed. On XX/XX/XXXX, still no ACH transfer, however, a check was received in the mail. I reached out to the representative inquiring, whether a stop payment was put on the check, or if I am OK to deposit since no XXXX deposit was received. The response on XX/XX/XXXX via phone and email advised that the rep confirmed that no stop payment is in place that that I am OK to deposit the check, which will now resolve the escalation and they are closing the case. I deposited the check. Next day, my bank issued a hold on my account and placed a fraud flag. When I called to ask what happened, I was told that I deposited a check with a stop payment and it will be returned. As a last ditch effort to work with my servicer, I reached out XXXX more time to Movement Mortgage on XXXX days ago with no response. My checking account was temporary frozen and I have a fraud alert associated with my name. I have been very patient with my servicer, spending hours actively trying to resolve a standard servicing request for more than XXXX months. I would like CFPB to intervene to resolve this issue before I incur additional damages to my finances and reputation.

Company response to consumer: Closed with explanation