Consumer complaint received 2015-09-18
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: UMPQUA HOLDINGS CORPORATION (WY)

Our mortgage bank-servicer is collecting {$250.00} monthly for property taxes and hazard insurance escrow, but only crediting between {$77.00} and $ XXXX monthly to the escrow account. The Bank-Servicer has refused to respond to XXXX written requests for error resolution or explanatory information. 
We do n't know if this is negligence, fraud, or a misunderstanding. These facts, however, are indisputable : - Our mortgage requires a monthly payment of {$2100.00} : {$1800.00} principal & interest and {$250.00} escrow. The Bank-Servicer website says, however, that our " Total Scheduled Payment '' is {$1900.00}. {$180.00} less than actually paid. 
- Between XX/XX/XXXX, and XX/XX/XXXX, we made XXXX payments of {$250.00} to the escrow. The Bank-Servicer website for the same period shows that the amount credited monthly to the escrow was usually between {$77.00} to {$96.00}, a difference of {$180.00} each month. ( Website : 1 ) correct amount of {$250.00} in XXXX, XXXX, and XX/XX/XXXX ; 2 ) {$77.00} for next 12 months ; and 3 ) {$96.00} for last 2 months. ) - The Bank-Servicer website shows monthly credits of {$180.00} to " Principal curtailment. '' We never asked or agreed to redirect escrow payments to reduce the loan principal. 
-The total we have paid into the escrow is {$5900.00}. The Bank-Servicer paid {$180.00} for property tax in XX/XX/XXXX, and none in XX/XX/XXXX. ( County Treasurer confirmed payment, but says it was n't due ; we paid the XX/XX/XXXX property taxes. ) The correct escrow balance should be the undisputed amount paid in {$5900.00}, minus the only amount paid out, {$180.00}, for a total of {$5700.00} The Bank-Servicer website says, however, that the current balance in escrow is {$480.00}, a difference of {$5200.00}. 
- We wrote Bank-Servicer XXXX times ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) requesting error resolution and information. The Bank-Servicer has ignored each letter and each request. 
-Over four weeks ago, on XX/XX/XXXX, a person identifying herself as being from the Bank-Servicer called us and said that we would shortly receive a written response to our letters. None came. From the call, however, there can be no doubt that the Bank-Servicer has received our letters, and that its failure to respond has been knowing, deliberate, and willful. 
The bank is Sterling Bank, part of Umpqua Holding Corp ( Umpqua ) ; the servicer is XXXX XXXX ( XXXX ). Sterling, Umpqua, and XXXX are collectively referred to herein as Bank-Servicer. Neither Umpqua or XXXX are mentioned in the closing documents establishing the escrow. This information was obtained from the bank 's website. We never received the required notice of transfer of servicing ( XXXX ), nor an annual escrow account statement ( XXXX ) ; thus we do n't know if these are a single entity or about their interrelationship. 
XXXX notices requesting error resolution and information were mailed to the address required in the mortgage documents and listed on the Sterling-Umpqua Bank website : that is, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, IL XXXX. 
Resolving the missing escrow funds and explaining the likely redirection to " principal curtailment '' would seem the intent of timely error resolution ( XXXX ) and information requests ( XXXX ). This Bank-Servicer, however, refuses to respond and obey CFBP requirements. 
The Bank-Servicer 's conduct has violated these sections of XXXX XXXX XXXX XXXX : 1 ) XXXX ; 2 ) XXXX ; 3 ) XXXX ; and 4 ) XXXX. 
The attached documents show the following payments, credits, and balances. 
Item Actual Umpqua Website DifferenceMortgage Payment : {$2100.00} {$1900.00} $ XXXXXXXXPrincipal & Interest {$1800.00} {$1800.00} $ XXXXMonthly Escrow Pay-In : {$250.00} {$77.00} $ XXXXXXXXTotal Paid into Escrow : {$5900.00} {$3400.00} $ XXXXXXXXTotal Spend by Escrow : {$180.00} {$180.00} $ XXXXCurrent Escrow Balance {$5700.00} {$480.00} {$5200.00}