Consumer complaint received 2022-02-17
Company: Guild Mortgage Company LLC
State: NV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My name is XXXX XXXX and my loan number is XXXX and I am completely frustrated with Guild Mortgage Customer service. I have done XXXX mortgages with them previously that had issues with the impounds being paid late, both property taxes and insurance being paid late which I finally got fixed and was all the error of Guild Mortgage. I then refinanced with them last XX/XX/2021 and again my impound account was not being properly handled by their company. 

In XXXX, Guild had paid my property taxes for XXXX quarter on the old loan and then the title company collected second quarters taxes and paid them in XXXX even though they were not due until XXXX and then when XXXX Quarter taxes were due in XXXX, Guild failed again to pay the taxes on time. The first time it happened on the old loans I paid the additional money direct to the tax collector to resolve the issue, all the penalties and then got a refund from my impound account. On the new loan and on their website it shows no information is available on both the taxes and insurance for due dates ( it shows invalid date ). So right now the county tax collector wants my XXXX payment immediately with penalties and the next quarter taxes for XXXX quarter are due on XXXX, which I am sure will be late again. 

I contacted my loan officer who told me it would take XXXX days for customer service to respond and then I was told that the tax department would take a few more days to respond and then on XX/XX/XXXX I was told they had sent the money and penalty but she could not clarify when so she would have customer service call me. 

Customer service is telling me its XXXX XXXX XXXX XXXX problem, XXXX my loan agent tells me customer service said it was their error and paid the taxes and penalties, but that shows nowhere and I am completely tired of spending days on the phone trying to resolve an issue that is clearly POOR CUSTOMER SERVICE on Guild Mortgages behalf. Depending on who you talk to you get different answers. 

I am attaching an email from XXXX XXXX XXXX so you can see their response also showing they were the last ones to make a payment to XXXX XXXX XXXX for my property taxes. I have enclosed a copy of the delinquent bill from XXXX XXXX, I have included a copy of my impound account. I have included a copy of the XXXX XXXX treasurers website showing the same delinquency. 

I spoke to XXXX XXXX 's office who is a branch manager on XXXX and they said he would call me on XXXX, but he did not, I had to call him and then he told me because he had responded to my e-mailI from XXXX asking for help he did not call and it was not him who could help even though his office said he could. He proceeded to give me a history lesson on title companies and impound accounts which I told him I did not need. He was not even understanding the problem. He also said in his XXXX years there he had never heard of this happening and almost implied that since this is the third time it happened to me, maybe its something carrying forward from my loans. That is not the issue, they are not properly servicing their accounts on time. He told me he does not handle it and has referred it to their Operations Manager XXXX XXXX, but you can not talk to their operations and when you call customer service you are holding for hours to talk to someone. I do not think this should take so long when my impounds clearly have enough money in them to pay them and pay them ON TIME. He said I needed to give them more time and that because I had not spoken to him before that is why they needed more time ( like him calling made a big difference ), but remember he can't fix it. In addition, he told me when I called his office they should have never set up an appointment with me because he is in Georgia. Apparently they don't understand that as a paying customer on time with great credit, I do not want to get the run around and should expect that they apologize and resolve the issue. How his internal functions work is not giving me great customer service. 

I do not think it is unreasonable to expect this matter to be resolved immediately showing that all my taxes through XXXX are paid and all penalties resolved, the website and account corrected so that I do not have this issue again.

Company response to consumer: Closed with explanation