Consumer complaint received 2021-02-25
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: AMERICAN PACIFIC MORTGAGE (CA)

This complaint is concerning our loan under American Pacific Mortgage. 

American Pacific Mortgage Servicing Office XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX XXXX The error is an inaccurate amount of property tax on the Escrow Analysis dated XX/XX/XXXX, which raises our monthly payment from {$2000.00} to {$2400.00} ( {$470.00} increase/month ). Please see attachments for the Escrow Analysis and 3 property tax bills. 

Bills # XXXX and # XXXX are supplemental bills and total {$2600.00}. Their total amount was paid from escrow on XX/XX/XXXX. 
Bill # XXXX totals {$1700.00}. The first installment of {$870.00} was paid from escrow on XX/XX/XXXX. The second installment of {$870.00} is due in XX/XX/XXXX and not the {$3500.00} that is indicated on the Escrow Analysis. 
Lastly, these three bills total {$4400.00} and are for an entire fiscal year. Therefore, half of this total, {$2200.00}, would be the first installment due in XX/XX/XXXX for the XXXX fiscal year and not the {$3500.00} indicated on the escrow analysis. 

We have been calling customer service at XXXX, 1-2 times per week, every week, starting late XX/XX/XXXX. We talked to various general customer service representatives, tax specialists, and escrow specialists under the mortgage company. 

1. XX/XX/XXXX When we first called we were told to email XXXX, attach our 3 tax bills, and explain the situation. Please see email attachment dated XX/XX/XXXX. 

2. XX/XX/XXXX, 2 different calls speaking to 2 different people. 
We called back to follow up on the email. The first representative to which we spoke didnt have any knowledge of the XX/XX/XXXX email. We called in again and put in a request over the phone with another person to have an escrow re-analysis done and we resent the XX/XX/XXXX email on XX/XX/XXXX to XXXX. 

3. XX/XX/XXXX, 3 different calls speaking to 3 different people. 
We called to check on the re-analysis request and the first representative told us that the request showed no change from the original analysis. We called back a second time, talked to another representative, and put in another request to have an escrow re-analysis. We called back a third time and my co-borrower, XXXX XXXX, was the one speaking during this phone call. We were told by this third representative that this analysis request will be finished at the latest on XX/XX/XXXX. 

4. XX/XX/XXXX We posted a physical letter via certified mail, to the following address, with copies of our 3 property tax bills for fiscal year XXXX and a letter explaining the property tax error and requesting the escrow analysis to be corrected. 


American Pacific Mortgage ATTN : Escrow Department 1 Corporate XXXX XXXX XXXX XXXX XXXX, IL XXXX The letter was received on XX/XX/XXXX. Please see attached tracking printout. 

XXXX. XX/XX/XXXX We called in to check on the request and were told it was still in progress and being researched. 

XXXX. XX/XX/XXXX We called in to check on the request again. We talked to a customer service representative, who actually pulled up our tax bills and went over them with us. Unfortunately, he only saw the supplemental tax Bills # XXXX and # XXXX and the system was missing the Bill # XXXX, of which half had already been paid by the mortgage company. This was odd. He then apologized and told us that we had emailed the wrong email address ; the correct address was XXXX. Please see the email attached dated XX/XX/XXXX. 

Based on our experience with this company, we are concerned this error will not be corrected soon enough for us to make our XXXX mortgage payment on XX/XX/XXXX with the correct amount.