Consumer complaint received 2021-04-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: GUARANTEED RATE INC.
State: CA

Complaint narrative:
Guaranteed Rate Inc is trying to force me to pay past due property taxes that are not owed by me. 

Letter sent dated XX/XX/XXXX stating I have XXXX past due for the year of XXXX. That's incorrect. My XXXX was paid and XXXX. First installment was paid XX/XX/XXXX and second installment was paid XX/XX/XXXX. 

They are picking up an unsecured property tax from XXXX which predates my ownership, which isn't issued to me, and also confirmed with XXXX XXXX XXXX in California that is not owed by me and will not be collected from me. 

I had also gotten a clean title when I refinanced with them. 

The letter said if I don't send proof within 30 days they will pay the outstanding tax and penalties and establish an impound account. They will incorrectly pay someone else 's bill and charge me for it, STEALING from me. They seem to have no interest in fixing it cause why should they? They get to charge more interest to me. This should be considered fraud on their part. 

XX/XX/XXXX XXXX PT, called and spoke to XXXX . Explained the situation and she transferred me to a supervisor named XXXX. Explained the situation to XXXX. I shared my previous experience with XXXX  XXXX XXXX on the matter, and also forwarded her the email of my correspondence with the property tax manager at XXXX XXXX XXXX on how XXXX was trying to collect something that wasn't due and the email shows the name of who actually owe the property tax. She creates a work order for the tax department and says there's a five to ten business days turn around. 

XX/XX/XXXX called XXXX PT I called to follow up. Connected with a person named XXXX. Phone went on silence and after 15 mins, I hung up to call back to CS. The phone lines said the hours of operation were over. They had disconnected me as soon as the hours ended and left me on hold. 

XX/XX/XXXX XXXX PT, called again and connected with XXXX XXXX Transferred to a supervisor again. Connected with XXXX who I had to explain the situation to again. XXXX put in a accelerated request and said there would be a response within 48 to 72 business hours. 

XX/XX/XXXX XXXX PT. Did not get a response from Guaranteed Rate. Called and connected with XXXX. She transferred me to a supervisor XXXX. Explain the situation once again to XXXX. She asks I share documentation, which I explain I already sent to XXXX the first time. Have to re-send the same email to her that I sent to XXXX. She said she is starting another ticket and having them review and requesting their people call the Property Tax dept for XXXX XXXX XXXX, CA if the letter is not sufficient, but the work order will take five business days. 

The 30 days for the letter is up in 2 days on Sunday, and they won't even look or respond before then. I have no reason to believe they will actually respond given the number of times I've contacted them. They will likely automatically add in the previous owners past due property tax, interest, and penalties and charge to me and effectively defraud me of $ XXXX that XXXX XXXX XXXX said I can't reallocate to my actual future property taxes cause I didn't initiate the payment.

Company response to consumer: Closed with explanation