Consumer complaint received 2026-06-04 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mortgage Research Center, LLC
State: NJ

Complaint narrative:
I am submitting this complaint regarding the servicing of my mortgage loan by XXXX XXXX XXXX XXXX and its third-party tax servicing vendor, XXXX. I qualify for New Jersey 's 100 % XXXX Veteran Property Tax Exemption under N.J.S.A. 54:4-3.30. My exemption was approved by the local tax assessor in XX/XX/year> and is reflected in the XXXX XXXX records and XXXX XXXX tax records. The county tax records show my property as exempt under the XXXX Veteran exemption and reflect a current tax liability of {$0.00}. Despite this exemption, XXXX paid a property tax bill on my property and XXXX XXXX subsequently completed an escrow analysis dated XX/XX/year>, assuming that I owed approximately {$8800.00} in annual property taxes. This resulted in an escrow shortage calculation of approximately {$4200.00} and an increase in my monthly mortgage payment of more than {$1000.00}. Upon learning of the escrow shortage, I immediately disputed the analysis and provided extensive supporting documentation, including : VA documentation showing that I am 100 % XXXX XXXX XXXX XXXXXXXX. My approved XXXX Veteran Property Tax Exemption application. The local tax assessor 's approval letter. XXXX XXXX records reflecting the exemption. XXXX XXXX tax records showing XXXX Veteran exempt status and a current property tax liability of {$0.00}. XXXX XXXX has acknowledged that they are working with me to resolve the issue. However, despite the extensive documentation already provided, I am being required to obtain yet another letter from the township confirming the exemption. My concern is not simply that an error occurred. Mistakes happen. My concern is the manner in which XXXX XXXX and XXXX have handled the situation after the error was identified. To date, I have repeatedly been asked to prove that my exemption exists, yet I have not been provided with the documentation that supposedly supports the conclusion that taxes were owed. Based on communications I have received, it appears that the issue may have originated from information reflected on the township 's online tax billing website and a tax bill that was paid by XXXX. However, I have never been provided a copy of the tax bill that justified the payment, nor have I been shown any official government record demonstrating that my XXXX Veteran exemption was revoked, changed, or removed. I was also informed by the local tax collector that the township 's online tax payment website is not always updated to match the county tax records. Despite this known discrepancy, neither XXXX XXXX nor XXXX appears to have independently contacted the tax assessor or tax collector to reconcile the conflict between the county records showing an active exemption and the information relied upon to justify the tax payment and escrow shortage. Instead, the burden of resolving the discrepancy has been placed entirely on me. I am being required to continue gathering documentation from local government offices even though official county records already show the exemption and tax liability of {$0.00}. I am particularly concerned that XXXX XXXX expects me to bear the financial burden of this disputed escrow shortage while the issue is being investigated. In effect, I am being asked to pay increased escrow amounts based on property taxes that official county records show are not owed and then wait for corrections or refunds after XXXX XXXX and XXXX complete their review. I believe it is unreasonable to require a borrower to absorb the financial impact of a disputed escrow shortage when the borrower has already provided substantial official documentation establishing that the underlying tax obligation does not exist. I am requesting that XXXX XXXX : 1. Correct the escrow analysis to reflect the property 's XXXX Veteran tax-exempt status. 2. Suspend collection of the disputed escrow shortage while the exemption verification process is completed. 3. Provide the documentation relied upon by XXXX and XXXX XXXX to conclude that property taxes were owed despite the documented exemption. 4. Review why a tax payment was issued after the exemption had already been approved and reflected in county tax records. 5. Ensure that no negative servicing consequences result from my dispute of this escrow shortage. I appreciate that XXXX XXXX has been communicating with me and appears willing to resolve the matter. However, I believe the current process places an unreasonable administrative and financial burden on the borrower despite the availability of official government records that clearly establish the property 's exempt status.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation