Consumer complaint received 2021-01-21
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: MONEY SOURCE, INC., THE (GA)

The Money Source ( XXXX ) failed to timely pay my XXXX real estate taxes despite sufficient funds available in my escrow account for timely payment. The tax was due to be paid by XXXX no later than XX/XX/XXXX. XXXXs failure to timely pay my XXXX real estate taxes has resulted in the countys issuance of a NOTICE OF INTENT TO ISSUE XXXX on my residential property. 

Since XX/XX/XXXX, I have spent several hours communicating with XXXX about the tax bill and attempting to ensure XXXX paid it. Of course, it is XXXXs responsibility to make this payment from my escrow account without my prompting or involvement, but XXXXs negligent processing services, including its poor to non-existent communications, prompted me to take action to try to ensure payment was made so I would not suffer any adverse consequences. During this time, I have made numerous phone calls, uploaded documents via my online account with XXXX, uploaded documents via special website pursuant to directions obtained from the XXXX tax department during a phone call, and sent numerous emails to XXXX customer service about the tax payment issue ( none of which received anything other than an automated response ). 

On XX/XX/XXXX, supervisor XXXX in the XXXX tax department stated that XXXX customer service confirmed to her that I uploaded my tax documents ( done via the Upload Documents feature accessed through my XXXX online account ) on XX/XX/XXXX and again in XXXX. The Upload Documents feature provides that the Department selection indicates Customer Care is the proper location for tax documents, and XXXXs emails directed me to upload my tax documents via the XXXX Mobile App, which is the same system available through my online account. However, multiple tax department personnel later informed me XXXX does not actually route tax documents uploaded via the mobile application or online account document upload feature to the tax department! I also uploaded tax documents to the special document upload website for tax documents when a XXXX tax department representative informed me of the site, requested that I upload documents and then provided me related instructions. Thus, as of at least XX/XX/XXXX, XXXX had notice of the information necessary to pay the taxes or conduct any related inquiry, but it failed to do so in a timely and reasonable manner. 

In addition to making multiple phone calls and uploading documents, I sent multiple emails to XXXX about the tax bill, to which XXXX responded only with auto-response emails. No XXXX representative ever contacted me in response to any of my emailed inquiries. Emails to XXXX and some of TMSs auto-response emails include emails dated XX/XX/XXXX, XX/XX/XXXX ( two emails from me, including one attaching the tax bill ), XX/XX/XXXX and XXXX. So, again, XXXX had notice of the information necessary to pay the taxes or conduct any related inquiry, but it failed to do so in a timely and reasonable manner. 

I received two emails from XXXX on XX/XX/XXXX, stating XXXX had made disbursements on XX/XX/XXXX, for county property taxes in the amounts of {$6500.00} ( tax ) and {$180.00} ( interest for late payment ). That prompted my call on XX/XX/XXXX, when I ultimately spoke with tax department supervisor XXXX. During that call, I requested a refund of the interest that was disbursed from my escrow account, because the delayed payment and interest incurred was because of XXXXs negligence and no fault of mine. The tax department representative I previously spoke with in XX/XX/XXXX about this debacle, and who informed me the tax department representatives I had previously spoken with had not yet resolved the tax payment problem, while stating he would take care of it, assured me I should not be required to pay the interest. 

I also requested through XXXX that XXXX compensate me for the XXXX income taxes I will have to pay on the amount of the XXXX property taxes XXXX failed to pay in XXXX. Had XXXX paid the taxes in XXXX, I would have been able to deduct that amount from my income and not pay any income tax on the amount of the real estate taxes. This income tax deduction is subject to an annual cap, which will be met in XXXX with other deductible tax amounts incurred in XXXX. Because XXXX negligently failed to pay the taxes in XXXX, I have lost that XXXX tax deduction, which will cost me approximately {$1500.00} in additional income taxes. I asked to be put in touch with XXXXs supervisor to discuss the problem and request compensation, but she said nobody was available and promised I would receive a returned call from upper management. That was a week ago and nobody has called me.