Consumer complaint received 2021-10-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Guild Holdings Company
State: NV

Complaint narrative:
We had a loan with Guild Mortgage. The loan involved a ( voluntary/optional ) escrow account from which property insurance premiums and property taxes would be paid. ALL of our monthly mortgage payments were paid via " auto drafts '' from our bank account. Our mortgage payments were current. Our escrow account was fully funded. 

Guild Mortgage FAILED to pay our property insurance premium on time and Guild Mortgage has FAILED altogether to make any payment of our property tax installment. 

During XX/XX/2021 we were in the process of seeking to refinance our mortgage to a lower interest rate with another lender/mortgagee. This " time period '' was coincidental with our property insurance annual premium being due ( XX/XX/XXXX ) and also a property tax installment payment being due ( XX/XX/XXXX ). 

Because Guild Mortgage FAILED to pay the property insurance premium and the property tax installment payment by their due dates our re-financing negotiations with our new lender were in jeopardy because our property insurance premium was delinquent and we were thus unable to timely obtain an " EOI '' document for the new lender and also because the County Treasurer showed our property tax installment as delinquent. 

Guild Mortgage receipted their " supposed '' early payments to us from our escrow account to our property insurance company and to the County Treasurer. Guild Mortgage claimed with their receipts to us that XXXX Mortgage had paid our property insurance premium of {$690.00} to XXXX XXXX on XX/XX/XXXX, well in advance of the XX/XX/XXXX due date and that Guild Mortgage had paid our property tax installment to the XXXX County Treasurer on XX/XX/XXXX, also well in advance of the XX/XX/XXXX due date. 

Because XXXX XXXX and the XXXX County Treasurer both denied that they had received these claimed payments from Guild Mortgage, we were required to immediately PAY the amounts due from our own funds in order to preserve our pending refinancing arrangement with our new mortgagee/lender. We " direct paid '' the {$690.00} property insurance premium to XXXX on XX/XX/XXXX, and on XX/XX/XXXX we " direct paid '' the {$420.00} property tax installment to the XXXX County Treasurer. 

Guild Mortgage on XX/XX/XXXX orally/verbally revised their original receipted information to us concerning their supposed payments on our behalf made from our mortgage escrow " trust '' account. Guild Mortgage now claimed that the {$690.00} payment to XXXX XXXX was actually made on XX/XX/XXXX through a " 3rd Party Contractor '', " XXXX. ", by means of a " bulk '' / '' aggregate '' check, number XXXX, in an amount exceeding {$58000.00}. Guild Mortgage further claimed in this same conversation that on XX/XX/XXXX Guild Mortgage paid another direct " wire transfer '' " bulk/aggregate ) payment directly to the XXXX County Treasurer in the amount of {>= $1,000,000} ( XXXX XXXX, XXXX XXXX and XXXX XXXX, XXXX XXXX and XXXX and XXXX/XXXX ) dollars, and that our pending tax installment of {$420.00} was included within this " bulk '' / '' aggregate '' payment. Guild Mortgage claimed that the " problems '' were due to XXXX XXXX and the XXXX County Treasurer being " slow '' to process these payments and post them to individual client and taxpayer accounts. 

On XX/XX/XXXX we received notice from XXXX XXXX that on that day ( XX/XX/XXXX, and NOT XX/XX/XXXX ) XXXX XXXX received a payment dated that same day ( XX/XX/XXXX ) for {$690.00} as payment for our XXXX property insurance premium and that XXXX was therefor issuing a refund payment check to us in that amount,. We received the {$690.00} refund payment check from XXXX XXXX two days later. 

The XXXX County Treasurer 's Office has informed us, as of the writing of this CFPB complaint, that the XXXX County Treasurer 's Office has still NOT received any payment from Guild Mortgage in the amount of {$420.00}, as payment for our tax installment. 

Our Guild Mortgage was PAID OFF on XX/XX/XXXX. Our " re-fi '' was completed. As of this date we still have not received a final, closing statement from Guild Mortgage with a complete accounting, itemizing the settlement of our mortgage and the settlement of our escrow account. 

Guild Mortgage 's only venue for client communications is via telephone calls. We have made literally dozens of telephone calls to Guild Mortgage over a period of two months ( each time speaking to another/different agent in " customer service '', to absolutely no avail. There is no continuity as to WHO within Guild Mortgage if anyone is assigned to handle our complaints in this matter.

Company response to consumer: Closed with explanation