Consumer complaint received 2022-07-18
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: U.S. BANCORP (VA)

US Bank manages an escrow account for a US bank mortgage for the condo at my address and they have not yet paid the property tax payment that is due on XX/XX/XXXX. My county tax authority confirmed that tax bills were mailed out on XX/XX/XXXX, and US Bank should have received it by now. The mortgage is in my elderly mother 's name, but an authorized individual on this account, so I am drafting this complaint on my mother 's behalf. On Tuesday, XX/XX/XXXX, my mother and I sent US Bank an email from the email address associated with this mortgage account to ask US Bank about the tax payment and when they intended to make the payment. I also reminded US Bank that that tax payment is due by the end of the month. I asked if they received the bill and reminded US Bank that my mother qualifies for and has received 50 % tax relief, which should be reflected in the bill they received. I was prepared to reach out to the local tax authority in case US Bank had not received a bill. As of today, Monday, XX/XX/XXXX, nearly a week later, US Bank has still not replied to that email. They've also made no tax payments during the last week. On XX/XX/XXXX, I called the phone number associated with the US Bank Mortgage department ; the agent told me that US Bank didn't receive an email whatsoever, so what is that I'm talking about. I told the agent I have a copy of the Gmail and US Bank 's auto-reply confirming receipt. The agent forwarded me to a customer service supervisor. After a looong hold, the supervisor me that US Bank actually DID receive the email and sent it to their tax department and their in the process of " researching '' it. But after a week or no replies, and with taxes due next week, its not likely that US bank 's tax department will reply to me in time, especially if I need to make arrangements to pay the taxes myself. This the 2nd time that US Bank 's tax department has mismanaged the escrow process. The tax office is extremely confused. They told me that they did receive the bill on XX/XX/XXXX, and that " if it is a secured bill, we will pay it '' But she ( XXXX XXXX said that they're not responsible for communicating ( replying to emails ). She blamed the customer service department 's slowness in forwarding the email to the tax department - that if a customer sends an email to the company 's customer service secure email ( XXXX ), it takes up to a week for US Bank 's customer service agents to disperse emails to the appropriate department. That's not great. Previously, they were able to do this. I also asked if US Bank would conduct an updated Escrow Analysis Statement since the rate had gone up for XXXX. She told me that the last one was conducted in XXXX, but if I want a new one, I would have to request a new one, which I did. Unfortunately, she was not able to access the county 's tax website, so I'll have to call back and speak with customer service later. I would like to know if ( a ) US Bank can update the escrow analysis statement that outlines monthly escrow payments with the correct rate and ( b ) whether we the option to cancel the escrow account altogether, since US Bank has had trouble managing the tax account and also because they require double the amount of the tax bill to maintain the escrow account, which nullifies the effect of the tax relief benefit that my mother receives. I would like to know if the escrow account can be cancelled altogether so that we can pay the tax bill ourselves and what that would entail.