Consumer complaint received 2017-08-01
Company: MONEY SOURCE, INC., THE
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We have a home mortgage that was purchased by The Money Source in XX/XX/XXXX. There was an existing escrow account for taxes and insurance. The Money Source was notified immediately of the insurance carrier and that we lived in XXXX County Texas for the property taxes. Nothing was paid by The Money Source in XX/XX/XXXX. After I received notice from our insurance carrier that our homeowners insurance was lapsing I contacted The Money Source. They said they did not show any carrier and they would take care of it. After 3 more phone calls they finally did pay our  homeowners insurance. Now we discover they have n't paid our property taxes. We started receiving notices of our property taxes not being paid? When I called XXXX, the phone menu has an extension for property taxes, it stated {$3400.00} had been paid on then the message is garbled with no real date stated. After I transferred to a Customer service person she said they payed {$3400.00} to XXXX XXXX County. I asked her to confirm and she reconfirmed XXXX XXXX County California. I said really, I live in XXXX County Texas, why would you pay any money out of my escrow account to a County I do not live in, plus the dollar amount is n't correct? She said, let me check again. Then she said, oh I 'm sorry I will have to put an inquiry in to our tax department. I said, just transfer me and I will speak with them and she said, oh sir, no one in our tax department takes calls, they are busy doing research. I knew at that point something was corrupt here. After numerous phone calls speaking with several customer service people stating it had to go through The Money Source 's Tax Department. 3 times I have been told we would receive notice within 10 days. Finally I had had it, spent 3 hours on the phone with several people at XXXX. We were told to mention that XXXX had 24 hours to respond or we would be contacting the CFPB and the state of Texas. In 2 minutes I was transferred to XXXX XXXX who said he could help, I faxed the information of the delinquency and penalties to his fax #. He assured me he would research it. Later that day which was last Tuesday XX/XX/XXXX I called XXXX again and he said legal had approved the payment of the almost {$21000.00}, taxes and penalties for our XX/XX/XXXX taxes. Then on Thursday XX/XX/XXXX I called agai to XXXX, he assured me a check was being cut. I asked for proof, he stated TMS does n't do that but he did provide a XXXX XXXX tracking #, which states nothing ... it 's bogus, no sender, no address of where it is going to. I also asked for a disbursement statement be sent to me on my account from the date TMS purchased my loan because of the escrow account that existed. To date, our taxes are still unpaid, though XXXX says, they have been paid. Today is XX/XX/XXXX and still XXXX County has not received any payment.., my XX/XX/XXXX taxes will be due in XX/XX/XXXX, another {$14000.00} which is the base amount with no late fees or penalties. This is fraud, plain and simple. I am writing for this to be resolved but to also see how many others have been duped by this predator company. I am interested in starting a class action lawsuit if needed. To The Money Source, pay my taxes now.

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