Consumer complaint received 03/19/2018 about Mortgage (VA mortgage) with MONEY SOURCE, THE (OK).
Issue: Trouble during payment process

Complaint: On XX/XX/XXXX me and my hsband closed on a house with a Mortgage. In this closing my husbands XXXX XXXX VA property tax was included from the VA. Later that month ( XX/XX/XXXX ) we find out that or Mortgage was sold to The Money Source and what amount we were to pay on or before XX/XX/XXXX. We made all payments as to this day. 
On XX/XX/XXXX me and my husband went to XXXX County court house Assessors office and filled all documents needed to qualify for the 100 % homestead expemption and this as approved on XX/XX/XXXX in the amount of XXXX   dollars due for the tax year of XX/XX/XXXX. 
On XX/XX/XXXX l called the money source and talked to the property tax department and they told me where to send this letter to so they could adjust our house payment total property taxes due in XX/XX/XXXX are {$3800.00}. This letter was sent certified to the address requested on XX/XX/XXXX. 
A couple of months went by so on XX/XX/XXXX I called the money source and requested a update on our mortage and property tax expemption. The company stated they did not have record of any phone calls or certified mail with the documents that they needed so they said to fax it to them. I called them back and they said they would have to put it through the research department and I told them if not resolved I would call them on that following Monday. 
On XX/XX/XXXX I called the Money Source ( property tax dept ) and they stated again that they had no paperwork so I asked to speak to management and they again stated they had to research this account and paperwork. I was getting no help from them so I called and spoke with the XXXX County Assessor office and explained my situation and I eventually went to the property tax office who submitted my letter and spoke with them in person. The Assessor office said that there was nothing more they could do and this is not only happening to us but to other XXXX XXXX XXXX XXXX. 

On XX/XX/XXXX I went legal serivces ( Jag ) and explained our issue with The Money Source. This Captain called The Money Source and explained to them that this a a property tax exemption. They stated they had no info and had to research it again. 

On XX/XX/XXXX I called the Money Source again and this time they stated the documents that they had showing 100 % tax exemption from the VA and XXXX County Assessor office they will no longer accept. The people we talked to stated they want the XX/XX/XXXX Tax bill. The Capt and the Assessor office said they dont produce them unitl XX/XX/XXXX. So the Capt stated why should we have to give them money and why is it not taken off. As they stated they need a Tax Bill. They said they now have to research this again and to find out that the case that they opened on XX/XX/XXXX they closed it on XX/XX/XXXX 
We found out that this is a ongoing issue with this company and not accepting the XXXX XXXX 100 % tax exempt as other Veterans have complained to the XXXX County Assessor office. We have all the documents if needed but as I said they said that zero dollars due on paperwork is not an amount and they want to see an amout due. so as of now we have to pay this mortage company {$320.00} more a month to benefit them and we wont see a dime of it back. There has to be something that can be done as that is {$110000.00} I am giving them that is mine.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation