Consumer complaint received 2020-09-26
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: STATE FARM BANK, FSB (IL)

I have been out reaching out State Farm dating back before XX/XX/XXXX in regards to my mortgage and statements. As I looked more into things, I noticed that my taxes for due to the XXXX county treasurer has not been paid by State Farm which is apart of my mortgage. I than worked to get on a forbearance plan as I have been out of work due to medical conditions. I was working to sell some items to be able to get caught up on my bills, but until my taxes were paid by state farm, I did not want to pay. My home is up for tax sale for XXXX due to state farm not paying. Beginning on XX/XX/XXXX, I began to contact state farm. In addition, below are the times I have contacted state farm via email as I was told. I was given the incorrect email multiple times over the phone and or wrong phone numbers. 
Below is the times I have outreached and State Farm kept saying they are looking into it. 
XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX. 
In addition, I have spent HOURS contacting State Farm on the phone. They never have answers and give a run around. I get transferred to different departments. On XX/XX/XXXX, I spoke to someone in which they said they would transfer me to the mortgage department, but they were closed. Than XX/XX/XXXX I talked with someone on the phone, XXXX ID # XXXX. She saw in notes there was continued issues in which she saw on XX/XX/XXXX she shared the check was sent to the city and amounted to the wrong person. The check was stopped on XX/XX/XXXX. Then on XX/XX/XXXX she shared State Farm wire transferred XXXX. When I asked why that amount, and not the correct amount for XXXX taxes due ( due to fees in them not paying ) XXXX, she was not sure. I also informed her that State Farm owes for XXXX property taxes of XXXX. She said a wire transfer had happened on XX/XX/XXXX and XX/XX/XXXX. I contacted XXXX County Treasurer on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX they have not received any amounts. I asked for a supervisor to speak to me as well. No one was available. She was unable to help me more. I also was transferred to another department in which the agent would not give me her rep ID and had a strong attite. I asked for a supervisor, she said none were available and hung up. I did not hear from a supervisor until XXXX on XX/XX/XXXX in which the line was hard to hear as I had full signal, I asked for a call back. She called back than hung up. On XX/XX/XXXX I than called in again in which I spoke to XXXX rep id # XXXX. As he reviewed the notes, he tried to blame my self and the city for it not being paid. I shared it is apart of their responsibility to be paid. XXXX than transferred me to another department in insurance, they said they could not help and noted I was waiting for a supervisor, I was transferred to that line. I waited 1 hour and 15 minutes on hold and got a voice mail in which I did not finish the voice mail as in ten seconds in I was hung up on. I than contacted State farm again at XXXX and waited on hold, I was hung up on at XXXX without speaking to anyone. I called again at XXXX and same process, I was hung up again on XXXX. I also sent another email to the delinquency department. I have asked them to pay the total due amount of XX/XX/XXXX due to the city for both XXXX and XXXX taxes in which they owe along with the fees. This total is XXXX Please note there is additional fees each month beginning on XX/XX/XXXX for each month there is no payments. State Farm just seems to continue to blow me off and not respond. No one will call me back. My home is up for a tax sale because state farm will not help and avoid me. I have attached the email documents and the tax documents owed. I believe they also may be paying the wrong property tax number. Again, I get no response and no help. I am can try to get caught up and make the payments on my mortgage, but I need State Farm to pay the full balance for my estate taxes.