Consumer complaint received 2020-02-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LOAN SIMPLE INC.
State: GA

Complaint narrative:
I refinanced my loan with Loan Simple in XX/XX/XXXX with a mortgage and escrow account, as I had previously. There was {$3600.00} dedicated to the initial escrow payment based on the final disclosures. Loan Simple kept the loan after financing ( instead of transfer right away ) and my first mortgage payment of {$1100.00} was due on XX/XX/XXXX with {$370.00} going into my escrow account monthly for taxes and insurance. My solid waste , county, and city property taxes were due XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX respectively. 

I then received a letter dated XX/XX/XXXX from Loan Simple, stating that my loan would be transferred from Loan Simple to XXXX XXXX XXXX effective XX/XX/XXXX, with a corroborating letter from the new bank, XXXX XXXX,   stating the same. My final escrow account with Loan Simple should have contained {$4300.00} ( initial +monthly deposits ) prior to any tax payments. 

On XX/XX/XXXX, I went to the XXXX county tax assessor 's website to print tax documents to send to my tax accountant. I was surprised to find that per the website, my city taxes ( {$2600.00} ) and solid waste taxes ( {$520.00} ) were delinquent and at risk for a lien to be placed on my home as of XX/XX/XXXX. I assumed it was a mistake, and then called the tax assessors office to verify. The automated system confirmed that my taxes were indeed late and had incurred multiple penalties as a result. The only taxes that were paid, were for the county taxes, {$840.00} and came from XXXX XXXX XXXX  in XXXX. All of the taxes due prior remained unpaid. 

That same day XX/XX/XXXX, I called XXXX XXXX XXXX  to find out why the other taxes had not been paid. They informed/reminded me that they were not my mortgage servicer at the time that the other taxes were due and that when they received my mortgage, there was only {$54.00} in the escrow account. I immediately contacted my previous loan officer to see if he could assist. He informed me that he no longer worked for Loan Simple, so I called the customer service line directly listed on my old bill statements ( XXXX ) which goes to an unidentified voicemail ( no organization or person named ). I was concerned and didn't want to leave personal information on the line, so i searched until i found another number online ( XXXX ). This number identified that it was Loan Simple, but also went to a voicemail. So I tried again several times, hoping someone would eventually answer. I left a message requesting that someone call me back, and 1 hour later I received a call. I notified the representative, XXXX, that my property taxes had not been paid prior to my loan being transferred and I was unsure where the remaining balance of my escrow account had gone. I told her that it was urgent, as my county was threatening to place a lien She listened, told me that she would look into into it to verify that Loan Simple was in fact responsible, and get back to me that day. 3 hours later, i had not heard back so I called again. I spoke to XXXX, and asked for an update. She told me that she still needed to speak to someone at XXXX XXXX XXXX  to see when the transfer happened and to contact someone at my county to see how much the taxes were. It was unclear why this she had not already obtained that information ( as it was already XXXX in XXXX, nearing the end of business day ). I told her that i was very concerned about a possible lien and that I could email her both the transfer letter and the tax bills. She agreed that would be helpful and that she would review them and get back to me that day ( as they are in XXXX ). I sent the scanned documents to her at XXXX. She responded quickly, thanking me for getting the documents to her so quickly. Then I did not hear back. 

I followed up to with another email on XX/XX/XXXX, asking if any progress had been made in finding out who is responsible and how to get my taxes paid. I did not get a response. I also called again, but XXXX was " unavailable '' and I was sent to her voicemail system. I left a message. When I did not get a response, I tried to call again, and this time asked to speak to a manager/supervisor as this issue was urgent. I was transferred to the voicemail system of XXXX XXXX, Controller. I left a detailed message and asked for a call back to resolve this urgent matter. I did not receive a call back. On XX/XX/XXXX, I again emailed the " paymentinfo '' address again, asking for follow-up and left an additional message for XXXX XXXX. 

On XX/XX/XXXX, I spoke to a representative from my county assessor 's office who stated that the county was  planning to request liens that day and that he was unsure if there was any way to stop the process. He recommended that I pay the bill immediately, but that the lien could still be requested. That day, in an attempt to protect my home and credit, I paid the bill, and due to fees and penalties it totaled {$3500.00}. 

As of today, XX/XX/XXXX, I still have not received any return phone calls or email responses regarding my matter. I am disappointed and frustrated. I have not only had to pay a bill that I had already paid previously into escrow, but I am unsure where the balance of my previous escrow is, and I have to still be worried about whether or not a lien will be placed on my home and will affect my credit, which I work hard to maintain. I was a loyal customer to Loan Simple, as I had purchased my home through them and went back to refinance through them because of the service and efficiency they provided. I now see that their efficiency was likely due to my loan representative there and less to the company as a whole. As a paying customer, who has never been late with her mortgages in over 12 years, I am appalled at how my situation has been handled by Loan Simple. The lack of communication is beyond unprofessional.

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