Consumer complaint received 2022-01-06
Company: American Financial Network Inc.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Upon closing I noticed a XXXX k figure in the closing costs. When I inquired as to what it was I was told that my current lender was not going to pay my property taxes so the new lender was basically financing it into my new loan and once I got my old escrow refund I could turn around and put it on the new loan or consider it cash out. I did have a couple project I had been considering around the home so I agreed. The next day I got email confirmation from old lender they had paid my taxes so I contacted new lender provided email proof as well as got XXXX XXXX XXXX  involved and advised them not to pay the taxes with that money as they had already been paid by old lender. XXXX XXXXXXXX XXXX was supposed to stop payment on their check which should not even have been sent at this point since loan was still in rescission period. Loan closed XX/XX/2021 this conversation happened XX/XX/2021. Both XXXX and XXXX XXXX XXXX were negligent in handling this issue. On top of the negligent actions they are extremely unprofessional and have no regard for the customer harm they have caused. Several unreturned emails and ph calls have left me completely frustrated. I finally took it upon myself to contact the tax office and found out that indeed the taxes were paid by new lender and old lender. Now I am left paying interest on XXXX dollars that I do not have possession of. The county advised me that they can not refund XXXX XXXX XXXX their check because it actually posted first before old lender and by law the refund goes to the last payer which will be my old lender. I have been advised by old lender that it could be 60 days or more before I see that money back from them so again left paying interest on money I dont have access to. Add on the time stress and energy lost into trying to solve for a resolution to all of this with absolutely no help or regard from the lender or the title company and you get one very frustrated consumer. I do believe there is customer harm here in regard to the handling of this issue as well as the fact that I basically was forced to finance my taxes when I was escrowed by my old lender and had proof that they paid said taxes. The new lender and the title company need to be held accountable for their poor handling and lack of communication and their overall disregard for the consumer. This whole situation could have been avoided had people done their jobs correctly. And furthermore, I get that everyone makes mistakes and drops the ball but to not take any ownership or even acknowledge said mistakes or offer any solutions for remuneration is unacceptable. I am quite sure if this kind of negligence and lack of customer service happened to me from both the lender and XXXX XXXX XXXX that they are both harming other consumers in same or other ways. Please feel free to reach out should you need more information regarding my concerns and experience at the hands of these XXXX incompetent organizations. 
Thank you so much for your time XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXXXXXX XXXX

Company response to consumer: Closed with explanation