Consumer complaint received 2019-01-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Pacific Union Financial, LLC
State: PA

Complaint narrative:
I have an escrow account on my home. I received my taxes this year in the spring and called my mortgage company to get the address where they wanted me to send them. The women I speak to in XX/XX/XXXX states that they already have them & I don't need to send them, but if I would like to send them here is the address & that the original copies need to be sent. I make photocopies for myself and send the original copies to the address she requested. In the last week of XX/XX/XXXX I get letters from my local tax collection agency stated that my real estate, school tax, and interim school tax have not been paid and need paid by XX/XX/XXXX. I call my mortgage company on XX/XX/XXXX, tell them the letter I receive then they apologize, state they will get it figured out, and have me send the letters to them, which I do. I call back two weeks later to follow up and ensure that they have received them. They tell me they have no record of receiving the letters. We confirm that I sent them to the right address then he has me email the copies that I saved for myself to an email address which I do. I give it some time then I call the mortgage company back to follow up 1 week later. They state they received my email, and see that the taxes are unpaid, but can't pay them until they receive a certificate from my tax agency with the exact penalties amount. ( There are penalties now because my taxes are late ). She assures me they will pay the penalties and the expect to receive this certification, then plan to submit payment which will be posted on XX/XX/XXXX. I get sick after this with the XXXX & XXXX & try to call XX/XX/XXXX but they are closed so I call back on XX/XX/XXXX. They state my taxes have still not been paid and will not be paid by the XXXX. They tell me their notes state they have not received the certificate & that they can't pay until they get it. We hang up and I call my local tax agency to which they state they email the certificate to the mortgage company on XX/XX/XXXX, when it was requested. I call my mortgage company back again and state that I just spoke with the tax agency and they state they sent this over on the XXXX. The mortgage company is incredibly rude and continues to state they will not pay my taxes today & there is no manager available to speak to. They said they can put my name on a list and get a call back 48 hrs later. I said that's unacceptable because they are due today, I've been calling for months for this to be corrected, and they have continued to dodge responsibility. I did not want to go to collections over these unpaid taxes so later yesterday I went to the courthouse to pay the taxes and paid XXXX $ real estate tax, XXXX school tax, and attempted to pay the XXXX interim school tax but was unable to because I did not have the original copy of the bill ( which I had to send to the mortgage company in the spring ). So the XXXX $ interim school tax is now in collections. When I was at the courthouse I was informed that for all my taxes due for the year they had only paid a XXXX $ tax. I called and told the mortgage company that's what I was doing & that we needed to now figure out a way to reimburse me for the taxes I paid and they said they would not do that and that they would pay the taxes and my tax agency would see their was a double payment and then I would have to go through them to get reimbursed. I told her that the tax agency stated if they received payment from my mortgage company now they would just return the payment to them, not me. She continued to cut me off and say that was their process and that was what they were going to do. After being berated by this employee I hung up. My taxes are now in collection, I'm out an additional XXXX dollars unexpectedly, and with their record I'm not confident they will pay my taxes. When I stated I could have a lein placed on my home and I would have no choice but to go to a attorney if my taxes continued to be unpaid, she stated " that was my opinion ''. I told her it's not my opinion, this is illegal and a federal offense.

Company response to consumer: Closed with explanation