Consumer complaint received 2016-09-13
Company: 360 MORTGAGE GROUP LLC
State: NM
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Timeline of events regarding complaint against 360 Mortgage Group and the enormous {$540.00} increase in mortgage payment due to 360 Mortgage Group negligent error in projecting escrow funds. 
XXXX/XXXX/XXXX loan was re-financed/originated with 360 Mortgage Group by consumers. 
XXXX County taxes were paid in the amount of {$1600.00}. At that time the balance was already paid by the title company involved in the re-finance, this resulted in a negative balance. 
XXXX County taxes were paid in the amount of {$60.00}, as this was the difference due following the XXXX over payment and change in XXXX XXXX rate. 
XXXX/XXXX/XXXX 360 Mortgage Group conducted an escrow analysis and determined that the Consumers ' taxes would only be {$120.00} for XXXX, subsequently they issued an escrow refund to consumers for {$1800.00}. 
o Please notes : tax history going back to XXXX is average at {$3000.00}. This should have raised a red flag to 360 Mortgage Group. 
XXXX/XXXX/XXXX an annual escrow account disclosure statement was sent to consumers indicating that the escrow account was severely deficient at a shortage of {$3200.00} which was to be prorated over 12 months at {$270.00} and would raise the payment of {$1400.00} by {$540.00} to {$1900.00}. 
XXXX/XXXX/XXXX Consumer contacted 360 Mortgage Group and spoke with XXXX who advised her that the taxes were only {$120.00} last year and now they were {$3300.00}. He advised that taxes are calculated based on the previous tax year, which does not make sense as the XXXX tax year had a tax bill of {$3300.00}, nowhere near {$120.00}. XXXX assured consumer that a supervisor, XXXX would call her back by 2 business days or Tuesday XXXX XXXX, XXXX. Consumer asked that this matter be resolved and based on 360 Mortgage Group serious error that they make financial amends for this mistake. 
XXXX/XXXX/XXXX No call received from the supervisor XXXX. I called and spoke with XXXX who passed me to the supervisor XXXX. XXXX advised that they will spread the escrow payment over 36 months and this will result in a payment of {$1700.00} as of XXXX XXXX, XXXX, and increase of {$360.00}. I requested a call back from a manager several times and she refused and stated that she was all I was going to get and " managers do n't take calls. '' I advised her that I would accept the 36 months but am still asking 360 Mortgage Group to resolve this financially based on their mistake. This puts a huge financial burden on the home owner of a payment increase of {$360.00}. I again repeated my request for a call back and appropriate resolution to XXXX, but as the call was going in circle with her, I had no choice but to end the call. 
XXXX/XXXX/XXXX XXXX statement received showing payment due XXXX/XXXX/XXXX {$1900.00}. This was never resolved and now the consumers ' payment is increasing by {$540.00}, which is an impossible burden.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief