Consumer complaint received 2016-04-12
Company: Pacific Union Financial, LLC
State: OK
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XXXX : Veteran and newly married wife, first time home buyers, purchase a small farm with the VA loan. Escrow at {$0.00}. 
XXXX : First insurance paid, {$1500.00}. 
The XXXX acre property was registered with the county in XXXX separate pieces. Pacific Union ( PU-this company XXXX ) paid XXXX taxes on only XXXX of the XXXX parcels, {$65.00}. 
Because our tax bill was " low '' for XXXX, PU sent us a refund check for the amount of {$250.00}, leaving a XXXX escrow of {$1100.00}. 
XXXX/XXXX/XXXX : Insurance billed the wrong amount, {$570.00}. 
We received a bill for back property taxes for the XXXX parcels that were n't paid previously. 
XXXX/XXXX/XXXX : PU paid those taxes {$610.00} and {$27.00}. 
Wife went to the court house and combined the XXXX parcels into a single piece. 
XXXX/XXXX/XXXX : Insurance was over-billed, {$2400.00}. A discount was not applied and a refund was issued. 
XXXX/XXXX/XXXX : PU paid our single lot taxes three times. The amount owed was {$980.00} and they paid {$2900.00}, bankrupting our escrow. 
XXXX XXXX : PU called, stating that we owned {$1700.00} for the bankrupted escrow and another $ XXXX ( approx. {$4000.00} ) for a cushion on our escrow. Said we owed something to the tune of {$8000.00} based on an assessment completed at the beginning of the year based on our {$2900.00} annual tax rate that could not be changed. They finally agreed to get a case manager to review our case. Our auto payment was canceled until the situation could be resolved. We had until XXXX/XXXX/XXXX to make a payment with no penalty. I requested a detailed account of our escrow and was told it could not be emailed, must be Posted. They never called us back. A Posted ledger of our account was never received. 
XXXX/XXXX/XXXX : I requested, in writing, a copy of my complete escrow account service. It was never received. 
XXXX : Debt managers with no information on our specific case and using threatening language call each person 's phone twice a day demanding payment of the {$8000.00}. Case manager 's offices are closed on weekends and evenings, so impossible to reach them. Complaint filed with PU directly, no response received. 
XXXX/XXXX/XXXX : Husband spoke with our PU case manager, XXXX XXXX, who said to cancel the escrow and relieve ourselves of their terrible " services '' we just need to make a request in writing. It was faxed twice. 
XXXX XXXX said they would waive all late fees because the mistake was theirs. He never called us or spoke with us again. 
XXXX/XXXX/XXXX : Husband called to ask and they said they would not take a payment of principal and interest only. They accept only payment in full. Husband requested a breakdown of all account activities from beginning of account. This document was again, never received. 
XXXX/XXXX/XXXX : Took time off work to reach case manger during their office hours and called PU and went to another case manager, XXXX ( ID XXXX ), because our case manager was not available for us. She refused to issue a new XXXX for the mix-up and promised a letter which could be presented to the IRS. The letter was never received. She told us our removal request was denied because the escrow was under water. If we agreed to pay the back escrow, {$1700.00} and our XXXX payment of XXXX, they would cancel our escrow account and everything would be good again. We would be responsible for our own insurance and taxes, which is perfect by us ; and is a benefit of the VA loan. 
They agreed to a monthly payment of principal and interest totaling {$800.00}. We used our debit card and made the payment. 
XXXX/XXXX/XXXX : They lied to us! We received a letter stating that because our " loan to value ratio is greater than the required XXXX % threshold to remove the escrow ''. We made a very specific cut and dry deal with PU and they took advantage of our inexperience and humiliated us, leaving us financially broke and still upside down in the escrow.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation