Consumer complaint received 2023-03-14 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Mortgage Research Center, LLC
State: FL

Complaint narrative:
I received a Homestead and Total and Permanent Veteran XXXX Exemption for my primary residence in XXXX XXXX, FL for XXXX. The information received from the Property Tax office ( Estimate of Real Property Assement and Ad Valorem Taxes XXXX ) was sent to Veterans United back in XX/XX/XXXX, but nothing was done. I also requested to be reimbursed for the difference of erroneous type of homeowners insurance I was made to purchase to satisfy my loan requirement ( request made in XX/XX/XXXX ). I was required to purchase a Single Family homeowners policy when I actually have/live in a Townhome and only required Condo insurance because of the property and Master Policy held by my Homeowners Association XXXX The experience was horrible and I informed the company that my loan processor, XXXX XXXX was horrible and didnt know her job. I received a letter from Veterans United in XX/XX/XXXX, stating they received my complaint and to allow 30 days for them to respond. 

On XX/XX/XXXX, I called Veterans United and was told by the representative to send my tax documents to XXXX as they handle the tax portion for my mortgage and could review and make the adjustment. 

On or about XX/XX/XXXX, I made two calls to Veterans United to request a new escrow analysis. I also sent via email a copy of the Exemption Receipt for Tax Year XXXX and Estimate of Real Property Assessment and Ad Valorem Taxes XXXX. Each time the representative told me they had the information and it was being forwarded to the Tax team and then it would go to Escrow Analysis for review and adjustment. I was told to allow 7-10 business days for it to be processed. I waited for 14 business days and called back because I had not received any communication from Veterans United and my account did not reflect any changes.

I made over six calls to Veterans United over the next two weeks. The representative had me send a copy of the Exemption Receipt for Tax Year XXXX and Estimate of Real Property Assessment and Ad Valorem Taxes XXXX via email to this email address ( XXXX ). I was also informed a note was being placed in the system that I did not want to wait for a bill to have the taxes removed because it was going cause a financial hardship for me. On XX/XX/XXXX, I called customer service again to request removal of the property taxes and a re-analysis of my escrow account to obtain the new mortgage payment without the property taxes and my new homeowners insurance ( annual amount {$660.00} ). I was told by XXXX to send a copy of the information to him at ( XXXX XXXX ). He stated he would forward everything over and to allow 7-10 business days for things to be processed and my account updated. 

On XX/XX/XXXX, I called in to inquire about the status of the insurance refund I requested and was transferred to the escalation department where I spoke with XXXX. XXXX asked me to send in copies of several documents ( tax record, tax bill, insurance bill, title policy to ( XXXX XXXX ) so he could submit everything to corporate to get a response. The documents were sent with no response to date to my request. 

On or about XX/XX/XXXX, I messaged a representative via the chat feature in the my account portal on Veterans United website. I was in the payment center. I was given an address to mail my documents to the Research Department and a fax number. 

On XX/XX/XXXX, I faxed a copy of the Tax Exemption documents I previously emailed and sent via certified mail a copy of the Homestead Tax Exemption documents to Veterans United. I received a letter on XX/XX/XXXX stating I would receive a response within 30 days. I also spoke with a representative on this date and was informed a case had been opened for me. 

On XX/XX/XXXX, I received an automated call from Veterans United telling me to call them. I called back and was told my mortgage payment was due. I asked about the status of the removal of taxes because that amount is still included in the payment. The representative informed me that they could not remove the XXXX XXXX taxes because they do not know what my Non-ad Valorem taxes are. I informed her that I sent in the required documentation stating/showing I am exempt from Ad Valorem taxes and I need those removed from my bill. I also informed her that I do not have XXXX XXXX. The Tax bills are not mailed out until XXXX and the tax information for XXXX XXXX is not available until XXXX. I asked why the XXXX XXXX taxes are not being removed and she stated because we dont do it that way. I informed her that this will cause me to default in my mortgage payment. I asked for paperwork ( packet ) to submit for hardship since they are refusing to remove the XXXX XXXX taxes. She stated I have to be in default with my mortgage for 30 days before they can provide one.

Company response to consumer: Closed with explanation