Consumer complaint received 2017-01-26
Company: MONEY SOURCE, INC., THE
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We closed on our mortgage XX/XX/XXXX. The XXXX XX/XX/XXXX, we ( the house is in my name and my senior aged parents name ) went to the tax appraisal to file for over 65 exemptions and a homestead exemption. During several months of conversation with the tax office, we were told that it would be XX/XX/XXXX before the exemptions would take effect. XX/XX/XXXX, I faxed the letter received from the tax office showing BOTH tax accounts and the account numbers associated with the new appraisal accounts to The Money Source, the mortgage company. XX/XX/XXXX the payment was then lowered. In XXXX, we started receiving tax bills from XXXX county for past due taxes. I immediately contacted The Money Source XX/XX/XXXX, spoke to a rep and was advised to fax the tax bills. I was told it would take 10 business days to complete their research. As of XX/XX/XXXX, which would have been the 10days, I never heard from anyone with the Money Source. XX/XX/XXXX, I faxed a coverletter along with the tax bills, fax confirmation sheets, in a attempt to get someone to call me, which never happened. I finally got someone on the phone XX/XX/XXXX and was told they are trying to contact the tax authority and for me to call back XX/XX/XXXX. I called XX/XX/XXXX and was told the taxes were paid. XXXX XXXX, XXXX I sent the Money Source another tax bill from XXXX XXXX XXXX XXXX after I spoke to a rep. Again, they had their research to do and advised to call back XX/XX/XXXX!!! I called back a few times and was left on eternal hold. This being a tax issue, I figured they would send some kind of notice, which they did n't. I kept calling and asking what is the result of their research and was told by several reps that " It was the homeowners fault for not giving them notice of the exemptions, and therefore, we are responsible ''! I then asked if we did n't give you notice then why did you lower our payment XX/XX/XXXX once you had information from me and the tax office. To date, when I ask this question, I have yet to get a response. XX/XX/XXXX, we get our monthly invoice for the payment and it has gone UP {$1000.00}. Again, NOT ONE NOTICE WAS SENT NOR ANY CALLS MADE TO DISCUSS PRIOR TO THE STATEMENT BEING RECEIVED. I spoke to a rep at the Money Source and she told me the increase was due to no proof of insurance. Which was completely wrong as I called their automated insurance line and it stated the insurance is good thru XX/XX/XXXX. I called the next day spoke to two different reps and again was told I was to give them notice of the exemptions, and again I asked about the payment being reduced in XX/XX/XXXX, again, no response. Again, I 'm told it will be 14 business days for them to complete their 'research '. I have attached proof of faxes sent along with the confirmation pages, and the cover letters sent. I have excluded the actual tax bills, however, if you need those to do your research, please advise and I can fax to a designated number you provide. 
I would like the Money Source to pay for the past due taxes since they did not follow thru on their research, they NEVER sent any notices of any shortages, and they are trying to place the blame on the homeowner due to their lack of due diligence! Hope to hear from you soon and thanks in advance.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation