Consumer complaint received 2021-05-02
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: PLAZA HOME MORTGAGE, INC. (NY)

Back in XXXX I started with plaza mortgage and its been downhill. In XXXX I received a letter that my mortgage will go up do to a shortage in my escrow. come to find out when i called plaza, they jumped the gun and paid my taxes and not waited for my attorney 's check to clear. That was the reason why my escrow was short, they went into my escrow and paid my taxes. I was told by customer service that not to worry that plaza would pay me back. So now my taxes are paid for the year. Now to the next. Back in XXXX of XXXX I receive another letter that my mortgage will go up do to unsificiant home insurance. I called and was told to email them a copy of my policy and I sent it to them 4 times. Every time I called the answer was they were fixing it, but nothing was done. now in XX/XX/XXXX they raise my mortgage because they added a new insurance policy to my mortgage. I continue to make my regular payment because I knew they were wrong. now after 3 months called plaza again and I got some answers finally! it was the address. I have a 2 family house and the way they have me listed is XXXX XXXX XXXX My policy has written XXXX XXXX XXXX something so simple! But nobody caught the mistake not even the supervisors. Now I am being told that I have to make the full mortgage payment with the extra insurance on it. that is crazy! they see the mistake and they still want me to make those payments. I was be told that I was going to be delinquent for non payment. I was about to make another purchase and di not need a negative report on my XXXX XXXX, so i made the payment. then in XX/XX/XXXX they refund my escrow. I Received a check for a escrow refund. now I ask them to please give me a break down on how I got this check and the answer is they can't do that. How is that possible?? now the following month my escrow is short again! how can this be??? so what do I do, I pay it!!! Now I asked them about my refund of the taxes. now no one knows nothing!! I'm being told that there is no double payment and what they only see is a small overage of {$41.00} on file. I then called the city of XXXX tax dept. and was told that there was 2 payments paid on XX/XX/XXXX. My attorney and plaza. so i look at the history of all my payments to plaza and see they continue to take out the tax money from my escrow without foul and see in XXXX of XXXX there was no payment maid to the city of XXXX. I then see XX/XX/XXXX a escrow refund of {$5800.00}. they claim they mailed it out to me. I never received anything!! Not even a call or another attempt to give me back my money. My money sitting in their bank collecting intrest ... They also claimed they mailed me out a application to get my {$41.00} from the city. supposently they mailed it out XX/XX/XXXX and still nothing. its just a game for them. from the start its been a nightmare with this company!!!! 

on page XXXX XX/XX/XXXX you will see they took from my escrow page 4 you will see XX/XX/XXXX the refund of my taxes and no payment to XXXX page 2 on XX/XX/XXXX the refund to my escrow for the hazard insurance on page XXXX XX/XX/XXXX escrow refund of {$2900.00} that I got and can't get a breakdown on how they came up with that amount..