Consumer complaint received 2017-05-29
Company: United Shore Financial Services, LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
The following is a timeline in which myself and my wife have attempted to have our escrow account analyzed in order to have our escrow payment adjusted and receive a refund of excess funds. After purchasing our home, we had our property value re-assessed by the town assessor. Our assessment decreased from  XXXX  to  XXXX . This resulted in our school and real estate taxes to be much less than the prior year 's R.E. Tax of {$1500.00} and {$5400.00}.     End of  XXXX   XXXX  Received updated school tax bill of {$4500.00}. Called to have escrow analyzed and was told to call back in  XXXX  when bill was due.    XX/XX/XXXX  Called and spoke with  XXXX . Faxed bill to adjust tax lines and request new analysis to be done. Information faxed to  XXXX   XX/XX/XXXX  Follow up call. Still not in system. Told it may take 15 business days from fax date to be updated in system.    XXXX  Called after bill updated. Told escrow will only be analyzed upon request 6 months after loan origination.    XXXX  Called and was told escrow would not be analyzed until after city taxes were paid in  XXXX .    XXXX  Called and was told the request for escrow analyzation and refund of excess funds was placed but would tak e 2  weeks. Call back if not completed.    XXXX  Called and was told the request for analyzation was never put into the system, but it was being put into the system at that point.    XXXX  Called and was told that the request wasnt in the system again, but that the account would automatically be analyzed and would be completed by  XXXX   XXXX .    XXXX   XXXX  Called to confirm escrow being analyzed. Told that it would be completed by  XXXX .    XXXX   XXXX  Sent message detailing complaint via messaging system.    XXXX   XXXX  Received phone call from  XXXX . Customer service representative apologizing for inconvenience and stated she would make sure that the escrow was analyzed and a refund was provided.    XXXX   XXXX  Reviewed escrow information section online. The day prior, previous years payments for R.E. Tax and School Tax were correctly listed as {$1300.00} and {$4500.00} respectively. On  XXXX   XXXX , these numbers had been changed to {$1500.00} and {$5400.00}. The correct payments of were {$1300.00} and {$4500.00} were still listed under loan activity.   XXXX   responded that they changed our listed previous year payments in the escrow section because the school taxes had increased and to contact the town tax assessor.    XXXX   XXXX  Called and attempted to provided tax assessment information from the town, which shows our home assessed value decreasing. Additionally, attempted to provide tax rate, which increased by  XXXX  cents per {$1000.00} of assessed valuenowhere near explaining a {$910.00} increase in school taxes which  XXXX  claimed. Proceeded to message information, town tax rates, and fax home value assessment from town.   Called a second time and spoke with a manager,  XXXX   ( ID  #  XXXX  ), and had the escrow analysis put on hold until the tax numbers were corrected.  XXXX  stated that she did not know why the numbers had been drastically changed as soon as the account was going to be analyzed, but maybe there was an increase in taxes that they had received. When asked to provide the document showing an increase in taxes from the town, she stated that she didnt have that information available to her, but the research department may have had it. She then stated that she put in a request to receive an updated school tax bill from the Town of  XXXX  and to put a hold on the escrow analysis until the information was received ( since they did not actually have that information at the time ).    XXXX   XXXX  Escrow account analysis was completed with incorrect projected numbers for school tax and R.E. Tax. These " projected '' numbers were clearly adjusted to the  XXXX  taxes paid by the previous owners, prior to our new tax assessment.   XXXX   has still remained unable to provide us with documentation of how these projections were made, besides stating that our taxes went up. While this may be understandable if the tax increase was a reasonable percentage, a 20 % increase in one year that is not supported by town document s ( w hich I have provided ) is absurd.     XXXX   XXXX   XXXX   XXXX  I am writing this complaint due to the fact that my new escrow payment has been calculated based on the incorrect adjustment and falsification of my  XXXX  tax payments by  XXXX . I am hoping that my monthly escrow payment will be properly adjusted to reflect the correct town and school taxes.

Company response to consumer: Closed with explanation