Consumer complaint received 2015-05-28
Company: Pacific Union Financial, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My lender mailed me correspondence stating that my mortgage payment was due to increase effective XXXX XXXX, 2015, due to increase in tax amount. I disputed this because they were basing my amount from the previous owners taxes and it did not reflect my homestead exemption ( credit ). Called my lender and was instructed to go to my local tax office and obtain the estimated taxes for 2015 and then fax that along with the letter to a number that was given to me for the tax dept. On XXXX XXXX I went to my tax office an obtained the document that was now available. Faxed it directly along with the document that was sent to me from the lender to the number given then called to check that it was received. Confirmed it was received. Was told that it would take a week or so and that the monthly payment would be corrected to reflect the exemption and new tax amount. Was instructed to make the " new higher '' monthly payment XXXX XXXX, 2015 so that we did not default and any overages would be refunded. As of today we still have never been contacted by anyone from Pacific Union Financial regarding are payment issues. We had been in constant contact throughout the month of XXXX with the lender because we had a new baby and our payment was going to be slightly late. We were told numerous times by customer service agents that it was ok, this was our XXXX late payment, no late fees would be added, and any other fees that might apply would be waived. We felt certain all would be fine since lender instructed us that it would be. We did make the payment before the month ended. 
On XXXX XXXX, 2015 called Lender to discuss the payment/ taxes. Was told by CS that nothing could be done until XXXX 2015, which is in direct contradiction to what was originally told to us by the tax department! Asked to speak with a manager immediately, or someone in authority. No one was available and was told I would receive a call back, no one called back. Next day, someone did phone my husband and again said nothing could be changed until XX/XX/XXXX, so he requested to speak to a manager or senior manager to discuss all the issues that we have been having. As of yet, no one from our loan company has contacted us. 
Yesterday we decided to look into refinancing the house to get away from this lender, the XXXX lender I contacted informed us that in XXXX 2015 our lender filed with the XXXX major credit bureaus a 30 day late notice, making both myself and spouses credit scores drop XXXX-XXXX points, putting us into a lower bracket that we now do not qualify for a refinance. This is extremely unsettling considering our lender numerous times as we were in contact with them stated that our account was fine, no fees or actions to the account would be taken. We have been lied to, mislead, and still have open ongoing payment and tax issue with this company that refuses to contact us or attempt to fix the situation, we have no idea what we can do next!

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation