Consumer complaint received 2021-04-24
Company: ASSURANCE FINANCIAL GROUP, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I make my mortgage payments on time every month. I refinanced with Assurance Financial and closed on XXXX, XXXX. On XX/XX/XXXX, I received a PAST DUE notice from the XXXX  Country Tax Assessor office for a property tax bill that was due in XXXX XXXX, XXXX and had remained unpaid. The total taxes due with late fees was {$3900.00}. I immediately called Assurance Financial and of course could only speak with a Customer Service Rep who told me to email a copy of the Past Due notice ATTN Tax Department and the taxes would be paid in 2 weeks. I did exactly what was requested. Call back in two weeksnothing had been done. 

This time the CS rep said that a work order would be submitted to the TAX department. This is when I learned that no closing disclosure was on file with Assurance ( HOW COULD THIS HAPPEN ), Assurance was just now trying to get the complete closing documents, and that the closing company should have sent the closing information to the tax office. 

On XX/XX/XXXX I checked my property taxes payment website and no tax payment had been submitted. Called again on XX/XX/XXXX and asked for a Supervisor who was XXXX who said she would submit a work order to Upper Management and it would take only 24 to 48 hours and she would let me know that the taxes had been paid. I still could not talk to anyone in the Tax Dept about this matter. In 48 hours later I called back and this time spoke with XXXX who said she didnt see where the work order had been submitted and she would do so. 

On XX/XX/XXXX, I call again and spoke with XXXX, Supr. Who said she would expedite the matter and PROMISED to call me back on XXXX No call was ever made. Called again on XX/XX/XXXX and spoke with XXXX, Supr and she also gave me her word that the taxes would be paid in 24 hours and took my cell number to call me to let me know the taxes had been paid. 

Today, XX/XX/XXXX, I see my taxes have NOT been paid. I called and speak with a manager, XXXX who said the taxes should have been paid at closing and it would take 30-45 days before the taxes would be paid. NOW, Im completely at a lose for words! Then I suggest that I just pay my taxes out of my own pocket. She indicated that there was a {$2000.00} refund check sent to me in XXXX and that was supposed to be used to pay my taxes which my taxes are included in my ESCROW account and in XXXX were {$3700.00}. There was absolutely NO communication indicating that the refund check was to be used to pay my property taxes. This payment should have been made out of my ESCROW account. Furthermore, The Tax office still has my previous mortgage company listed and not the refinanced mortgage company. 

On today, XX/XX/XXXX. I paid my property taxes of {$3900.00} which I actually didnt have the money to do so and had to make arrangements to fund my account for this payment. I have NEVER in all of the 35 years that Ive owned and refinanced a home had to go through this much XXXX. ABSOLUTELY HORRIBLE. Again this is ASSURANCE FINANCIAL is the mortgage company and SERVICE LINK was the closing company.

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