Consumer complaint received 2021-01-27
Company: MONEY SOURCE, INC., THE
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage servicer, The Money Source, is not properly or timely paying part of my local tax bill as my escrow entity. There are many complaints posted online of similar mismanagement and delaying strategies described below. The company will not provide direct lines or let borrowers work with a single point of contact to get a resolution. The company " loses '' documents, records of conversation/escalation. 

XXXX XXXX XXXX I received my School / Real Estate tax bill in early XXXX via USPS and sent ( uploaded ) it to TMS via their app, XXXX. 

XXXX XXXX XXXX I received a late and penalty notice from my tax collector regarding the XXXX tax bill. I use XXXX to upload the document to XXXX XXXX XXXX XXXX I contact TMS via their help app, and I receive a request to call them at " XXXX ". I call them and they inform me they will call me after doing an internal investigation. 

XXXX XXXX XXXX I call TMS because they did not return the call within the timeframe given for their investigation. The tax department is in a different timezone and not open when I call ; but I am unable to answer when they call back. 

XXXX XXXX XXXX I reach out to TMS and they agree they are liable for late fees and will pay. 

XXXX XXXX XXXX I contact TMS. They claim they have no documents related to the case. I re upload the documents through a different online web portal with the agent. The agent confirms receipt. I note in their escrow disclosure they set aside the money to be paid in the XXXX time frame. The agent informs me the escrow balance is XXXX. However, the tax collector has not received payment. 

My tax collector ( XXXX XXXX ) contacts TMS. She later describes to me the company can not find documents, and she re-uploads with them. She informed me that after talking to many agents, TMS sent the payment to XXXX XXXX. The payment was returned to TMS and sat. TMS admits for several months no employee worked to find where the money should go. ( Had the company looked up my case, they would have seen that I've made multiple attempts to fix ). TMS agrees to send her a request for total via XXXX. 

She requests that they call me and give me an update on what they are doing. Later in the day I receive the following transcribed voicemail from a TMS agent : " Good morning, this message is for Mr. XXXX. Hi, this is XXXX supervisor here with the money Source. I was giving you a call back, sir. Do you see that you requested a call back concerning a delinquent taxes? We've already escalated this request for you for us to make that payment as soon as possible for you. However, if you still have any additional questions, you can feel free to give us a call back soon number the tax department. It's going to be XXXX. That's customer service, but they can get you over to the tax department. Thank you for your patience. You have a good day, bye-bye. " As a courtesy, I call back to see if any info is needed, or to be verified, and to thank XXXX but the agent has no record of this call to me. 

XXXX XXXX XXXX I follow up with my tax collector, who has not received a request for final sum, and agreed to call me if she receives anything. 

XXXX XXXX XXXX I call TMS at XXXX, they inform me they have no record of an escalation. I advise the agent that I intend to lodge this complaint unless they send out the request for final amount via XXXX  by close of business and send me a tracking number. 

I relay all of my tax collector 's info to the agent orally to ensure they have the right info. I read it off the documents that have been sent to TMS through many mediums. 

XXXX XXXX XXXX No word from TMS so I am submitting the complaint to the CFPB.

Company response to consumer: Closed with explanation