Consumer complaint received 2016-02-27
Company: Evergreen Moneysource Mortgage Company
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
In XXXX we bought a home and it was new construction. The county had not assessed the home yet for taxes so the lender used 1.25 % of our purchase price as an estimate. They collected three months of the estimated taxes and each month when we make our payment they were collecting {$490.00} for taxes. In our state taxes are due in XX/XX/XXXX and XX/XX/XXXX. The county had not updated our taxes by XX/XX/XXXX so I called the lender to see if they could release some of the escrowed taxes. They said they could n't until XXXX XXXX assessed the home and we got a statement. On XXXX/XXXX/XXXX we got our statement with our fully assessed taxes from the county. I contacted Evergreen Home Loans via email message on the website and phone. A rep told me she would submit the statement to the escrow department and it would be resolved in 3 days. I was never contacted again. I called back in on XXXX XXXX and a new rep helped me. She said the previous rep had never initiated anything but she would help me. She even looked up the statement with the county while on the phone with me. She told me it would be resolved and I would get a call in three days. Another three days went by and still no call. On XX/XX/XXXX I messaged them again via their website. This time the rep said they wo n't review until after the account is a year old, but they were making an exception. SHe said I was getting {$3200.00} and it would be here in 7 to 10 days. I asked her if my payment was changing also ( it should go down {$70.00} ) and she said no ... they wo n't change that until XX/XX/XXXX when the account is a year old. Then, she sent another message stating they were sending {$2800.00}, not {$3200.00}, they did their math wrong. When I messaged back asking if I could get an explanation or a phone number to call an escalation office she did not respond at all. 5 days later I got a generic message stating to call customer service with further questions. Today I looked at my account and they are showing my bi-annual taxes are {$2900.00}. They have been provided with my tax statement that clearly shows my bi-annual tax payments are {$2500.00}. They should be collecting now $ 418 monthly for taxes. As of today they are collecting {$490.00}. Previous to my submitting the statement the escrow info showed {$1.00} owed. Then they updated to the correct amount of {$2500.00}. Now they changed it to {$2900.00} for no apparent reason. My escrow balance is {$3800.00}. When I make my XX/XX/XXXX and XX/XX/XXXX payment the balance will be {$5500.00}. Taxes are due at {$2500.00}, and insurance is due at {$840.00}. Also I have PMI of {$290.00} per month. So on XXXX XXXX after everything is paid my balance will be {$1500.00}. Per HUD 's website they can only keep an overage of XXXX of my taxes and insurance amount due per year. ( XXXX x XXXX = {$930.00} ) So they should be returning an additional {$640.00} to me. I have yet to receive the {$2800.00} they claim they sent on XX/XX/XXXX, but I trust it is coming.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief