Consumer complaint received 2021-02-25
Company: Solidifi US, Inc.
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I refinanced my Mortgage in XX/XX/XXXX with XXXX XXXX. XXXX chose SolidiFi as the Escrow/Settlement Company. After the closing was done in XX/XX/XXXX, I paid my first mortgage installment on XX/XX/XXXX to XXXX XXXX XXXX  part of which would also go towards my Escrow to be paid for my Home Property Tax and Hazard Insurance. Sometime in XXXX XXXX XXXX  sold my mortgage to XXXX XXXX and I got a letter that XXXX XXXX will be servicing my account going forward. My Home Property tax were due on XX/XX/XXXX which was supposed to have been paid by SolidiFi as they had been collecting the money in the Escrow account. They didn't pay the Property tax. I paid my XXXX and XXXX Mortgage payments to XXXX XXXX. In mid of XX/XX/XXXX I refinanced again with a different Lender and paid off XXXX XXXX. After the account closure XXXX XXXX sent me a check for XXXX $ as the final settlement. 
Never during this time SolidiFi or XXXX  inform me as a customer that they didnt pay my property Tax. In XX/XX/XXXX I refinanced again with a different lender which is when I came to know during closing that my Property tax hasn't been paid which was due in XX/XX/XXXX. This amount was due and the County put penalty and interest for non payment of tax to the tune of XXXX XXXX I paid the full amount to the Count including the penalty and interest in XX/XX/XXXX since I didn't want to delay this further. After this I started calling XXXX XXXX who is responsible for my Mortgage during the time the Taxes were due and after 2 weeks of constant follow up with emails and phone calls, XXXX XXXX tells me that SolidiFi messed up and they are the ones I should be contacting to get my money, even though I never had anything to do with SolidiFi, having taxes in Escrow is WellsFargo requirement, having SolidiFi as Escrow Processor is not chosen by me. When I call SolidiFi the absolute worst customer service came to light. I will be told I will get a call back and I wont get any for the whole day, the next day when I call myself again the same is repeated. Finally I said I am going to keep calling and waiting to talk to someone who knows what happened to my money, this after they kept XXXX $ for XXXX months and even after account closure they didn't inform me or return my money. After calling them daily I finally get to talk to a person and he doesn't even explain what happened with my account, no apology for this messup and the stress that this caused me instead just says he will look into it and then send me the money and email me with the details to track the check by the end of that day as though this is common practice at SolidiFi. I waited for 3 days and nothing came. I again start calling SolidiFi asking the same questions and the lady who keeps answering the calls tells me that everybody is very busy and they will just send me the email by the end of the day, and tells me that because of working remote Solidifi is very busy with lots of work never even empathize with me about what I went through and having to call them up every day to get answers to where my money is. Then the same evening I get an vague email telling me that a check has been sent. There is no detail statement as to say how much money I paid to be deposited into my Escrow account and how much is being sent to me etc. I then called XXXX Mortgage customer service and spent 2+hours trying to understand the full details and reconcile the money I deposited into Escrow v/s the money returned by Solidifi. XXXX XXXX agents helped call SolidiFi many times with me still holding and they get the same treatment from SolidiFi. I call up SolidiFi again yesterday asking them for the statement to reconcile and was given the same you are just a number to us kind of customer service and was told we sent you a check implying to just shut my mouth and stop calling them. Even today I am not able to reconcile all the amount that I paid to SolidiFi v/s out of pocket tax that I had to pay v/s the amount I receivied back from SolidiFi. I have attached

Company response to consumer: Closed with monetary relief