Consumer complaint received 2021-04-03
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: BROKER SOLUTIONS, INC. (CA)

New American Funding failed to service my account I submitted a request for an escrow through secure message on XX/XX/XXXX due to my tax amounts being lower than what was estimated at closing. At that time I was advised that I would have to wait for the taxes to be paid before I can request an escrow analysis. New American Funding also requested that I complete a Tax Form Amount to acknowledge that I am requesting to lower my tax amounts. My XX/XX/XXXX tax installment was paid on XX/XX/XXXX in the amount of {$2900.00} although it was anticipated at $ XXXX installment. 

On XX/XX/XXXX, I submitted the Tax Form Amount through secure message to New American Funding at XXXX. I received a message back indicating that a tax bill showing that the XX/XX/XXXX installment was going to be due in the lower amount in order to conduct the escrow analysis. On XX/XX/XXXX, a copy of the Tax form, Tax Bill and a request to conduct the escrow analysis was requested. On XX/XX/XXXX, I received an acknowledgment that they have received the signed Tax Amount Update Request form and tax bill and were being forwarded to the Tax Dept. for review. 

On XX/XX/XXXX - I called customer service to follow up on the status of the request for escrow analysis and was advised that the Tax Dept. updated the tax lines but failed to forward over to the Escrow dept. for processing of the escrow analysis. The representative advised that they would adjust the payment but not complete an escrow analysis. I express to the customer service rep that I was requesting an escrow analysis to adjust my payment and get a refund of the surplus in my escrow account, especially since my XX/XX/XXXX installment was paid on XX/XX/XXXX in the amount of {$2900.00}. In addition my insurance premium decreased by a little over {$800.00} The customer service rep advised that I would not be able to get a refund of the surplus in my escrow account until I was scheduled for my annual escrow analysis which was scheduled for XX/XX/XXXX. At that point I escalated and advised that although RESPA requires an annual analysis to be conducted it does not state that only 1 analysis per year could be conducted. The representative advised that she would submit the request and would take an additional XXXX bus days to complete. At that point I escalated to a supervisor named XXXX ext. XXXX in which I was advised that she escalated the issue and the escrow analysis would be complete by XX/XX/XXXX. 
As of XX/XX/XXXX, my escrow account was not analyzed. I reached out the XXXX and received an out of office message so I contacted customer service. The customer service representative indicated that the Tax Dept. was requesting additional information and I was placed on hold for 10 mins so that she was able to reach out to the Tax Dept. to understand what additional information was needed. After holding for 10 mins the call was disconnected. Called back into customer service only to be one hold for 30 mins to reach a representative. The customer service representative indicated the analysis was conducted on XX/XX/XXXX and that I would only have a surplus of XXXX. She also forwarded me to the tax dept that indicated they did not update the tax line amounts although I have been told twice that they were updated to the lower tax amounts. I was then transferred to the Tax Dept. and the representative advised that they have not updated my tax amounts and that I would need to forward the Tax Amount form along with the tax bill again for them to then call the county to confirm the amounts. 

As of XX/XX/XXXX Escrow account balance {$4100.00} ( this includes XX/XX/XXXX payment ) Minimum required balance 2 months of tax and insurance {$1100.00} Tax installments {$2900.00} & {$2900.00} total annual amount {$5800.00} Insurance premium {$1200.00} Based on this information my payment and amount to deposit into escrow should reduce by XXXX per month. 
Current escrow portion of my monthly payment = {$790.00} New amount based on updated tax and insurance = {$590.00} Surplus in my escrow account should be {$2900.00} I have not been able to obtain resolution to my request and have my escrow account adjusted to collect for the correct amounts. I have been unable to get New American Funding to conduct a correct escrow analysis or have them provide me with the a regulatory section in RESPA that indicates they are able to escrow for more than what has been disbursed from the escrow account. I have spent hours on the phone trying to obtain a resolution with no success. Especially during these tough times, I would have expected a better customer experience from New American Funding as a whole.