Consumer complaint received 2022-12-23
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: NATIONS DIRECT MORTGAGE, LLC (OH)

Nations Direct Mortgage company refuses to pay my property tax that is being collected as a part of my FHA mortgage payment. 
XXXX, 2022, I received a letter from Nations Direct stating that their records indicate the property is currently undivided and listed by the taxing authority as To Be Apportioned ( TBA ). To enable our payment of taxes, contact the local tax collector about this issue and send a corrected tax bill. 

I contacted our XXXX XXXX for a corrected bill and they informed me the bill is correct and that they are not aware of any undivided or TBA on my parcel. 

I faxed over my tax bill as requested by the mortgage company. Upon my follow as suggested a week later, they had not received my fax so I was forced to pay my first half taxes {$1500.00}, out of pocket to avoid a XXXX XXXX penalty and potential lien on my house. 

After another week, I called Nations Direct and they received my fax and issued a check for tax payment. I contacted XXXX XXXX and they received the payment and issued me a check back for the payment made out of pocket. 

At this time, I believed this to be settled. 
To my surprise, I received yet another letter from Nations Direct with the same verbiage for my second half payment for taxes.

I called Nations Direct again, and was told this is a mistake. They have what they need and not to worry. Weeks later I followed up again to ensure this was resolved and was told they are not sure why this is stuck! I asked for a reevaluation of my mortgage and I will pay everything out of pocket for insurance and taxes. They agreed. I received another letter so I called back and they told me I can not have a reevaluation because this is FHA. 

We went round and round for months. I paid out of pocket again. I spoke to a supervisor at XXXX point and she said they paid the second half taxes. She said they have to pay my taxes because its the law for an FHA loan. 

They did not pay it, as it is still in my escrow account AND they just increased my house payment and I do not know why. This has been going on now for almost XXXX year. 

This mortgage company is horrible to deal with and no one can give you any factual answer. The letters are signed the Tax division/Escrow Dept but they tell you there is no one in that department to speak with.

I contacted an attorney and she sent a Demand letter. Nations Direct sent a reply advising they will look into the matter and reply in the days legally allowed for follow up. After 30 days then then sent a letter saying they can not reply to 3rd party signatures. Then how can they send their initial reply to the attorney?? They took this opportunity to tell me of all the letters they sent me but never address their attempts to assist me in resolving this matter. They were given full consent to contact XXXX XXXX themselves for the needed information. Then they advised me contact their customer service department. 

I cant afford a {$2000.00} retainer for the attorney as Im spending $ XXXX a year of taxes on top of surviving in todays economy. They are taking advantage of me and its completely unacceptable. I have done everything they have asked. Please help me in resolving this matter. 

If I have to refinance, I will ending up paying a larger interest rate and bigger payment all because they refuse to help me.