Consumer complaint received 2022-04-05
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: MONEY SOURCE, INC., THE (CA)

I ( XXXX XXXX ) have a mortgage that I took out in XXXX with my husband ( XXXX XXXX XXXX. 
We received notice on XX/XX/XXXX that our loan servicer would be changing as of XX/XX/XXXX to the Money Source. Our property taxes were due on XX/XX/XXXX. The Money Source took XXXX weeks to find our loan. Once they finally acknowledged having our loan, I asked whether they would be paying our taxes on time. They claimed that they would pay our taxes from the escrow account that we had set up when we took out the mortgage, but then they also recommended that we pay the taxes ourselves to avoid the late fee. So I paid them on time. I incurred an additional cost for processing the payment via credit card because I was not able to get an answer until the day before the taxes were due. I asked to be reimbursed. 
Rather than be reimbursed, the Money Source released a large portion of my escrow account to me via check, which I had asked them NOT to do because of frequent mail thefts. This took me at least 4 calls ( though I can check my cell records to be sure ), speaking with about a dozen separate people over the course of three weeks as well as sending written and email correspondence. By the last of these calls, I had received a supplemental property tax bill. I asked whether I should pay that bill. The Money Source told me it would be paid out of my escrow account. Then I checked my account the day after it was due ( XX/XX/XXXX, the bill was due XX/XX/XXXX ), and the amount had not been taken out of my escrow account. So I called today ( XX/XX/XXXX ). When I called, I was first told that the Money Source would pay it, but it would not be the same day. I informed them that I would not wait because I had already confirmed that the bill would be paid more than 45 days ago ; if they were going to pay the bill, they would have paid the bill already. Then, the service representative changed tactics, claiming that the Money Source had decided they would not be paying the supplemental tax bill on XX/XX/XXXX and had sent me correspondence. I am signed up for electronic correspondence. I never received any notification through the electronic system and double checked this morning to confirm that was the case. I also checked my email and confirmed I did not receive any notification/letter/email telling me the same. I also have not received any paper notification or call from the Money Source that might have informed me of the same issue. I have now incurred about {$500.00} in additional costs from paying my taxes online ( and needing to use a credit card, for which I was charged almost {$280.00} more ) and from a late fee on this last bill and from a late fee that I incurred for paying one of my supplemental property tax bills late ( just shy of {$250.00} ). 
After I called on XX/XX/XXXX to report the issue, I was told that I would get a check for the full amount within 30 days. Now, I'm being told they will not resolve the issue until XX/XX/XXXX, but they refuse to tell me how much they will refund me if anything. In total, I have spent likely around XXXX hours trying to resolve these matters. I would never recommend the Money Source.