Consumer complaint received 2020-04-14 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: PLAZA HOME MORTGAGE, INC.
State: FL

Complaint narrative:
I am a 100percent XXXX veteran permanently and totally XXXX. My home mortgage which a VA loan benefit was used on the home loan for my mortgage. I refinanced my home on XX/XX/XXXX as the interest rates had dropped, XXXX XXXX XXXX was my mortgage company on that date. On XX/XX/XXXX I received mail from Plaza Home Mortgage that informed me that they were pleased to inform me that my home mortgage loan had been purchased by Plaza Home Mortgage. I have no choice in this, it was done as this company bought out my current home loan. A company in which I did not choose nor have any say in choosing which lender was used. I had trouble with the first payment paying the bill, I called and they didn't have me in their system to even pay the bill nor know who I was at all. I had to call a few times to this company to get that straightened out so that my monthly payments were not late. I pay my creditors on time. I had been waiting for a piece of paper from the Department of Veterans Affairs which I finally received on dated XX/XX/XXXX effective date of XX/XX/XXXX confirming to this mortgage company and my FL county tax assessors office that I am not required by law to pay property taxes in the state of Florida. There are exemptions for veterans with severe XXXX such as myself. I notified the office of my county tax assessors in XXXX County the day after I received this documentation. XX/XX/XXXX The Office of Tax Collector, XXXX County, FL sent me a copy of what was done at the county tax office for this and also notified me in this documentation that they issued a refund check of {$2.00}, XXXX that was payable to XXXX XXXX on check # XXXX for this amount of {$2800.00} and that this company was to immediately issue a refund check to MsXXXX XXXX XXXX or credit my escrow account. My property taxes for XXXX were paid in XX/XX/XXXX out of my escrow account and so an overpayment needed to be returned to me. They sent this documentation along with the Notice of Ad Valorem taxes and non-ad valorem assessments as well to the mortgage company. My XXXX Payment I called to speak with a representative about the payment and they put information into their system about this matter of overpaying property taxes I was not required by law in FL to pay and assured me it would be handled promptly, they informed me that they had not received the information from the County Tax assessors office yet. It was dated XX/XX/XXXX I informed them I had a copy of this. I scanned these documents myself and emailed them to XXXX on XX/XX/XXXX. XX/XX/XXXX another overpayment of property taxes collected and they had not yet fixed this issue with the taxes. I emailed again and informed them of this ongoing issue I had been having with this mortgage company. I called a few times more and spoke with customer service representative assured everytime they were working on this matter promptly. I received a check of {$1400.00} in XX/XX/XXXX for the overpayments made now from XX/XX/XXXX payment, XX/XX/XXXX payment, XX/XX/XXXX payment, and XX/XX/XXXX payments that were all overpaid for property taxes as it is included in my monthly bill. I did not receive the check for the {$2800.00} which was the refund for all of the months for XXXX overpaid so I called back again to inquire about this check again where was my money at that should have been refunded. After repeated phone calls to this mortgage company and me having to scan and email myself important documents I do not believe this mortgage company is doing their job to the satisfaction of this veteran for sure. I live on a fixed income that will never change the duration of my lifetime, it is unacceptable that this company bought out a VA loan and then does not refund money promptly at all. On XX/XX/XXXX I received in the mail a statement about the Off-Scheduled Escrow Statement referencing the {$2800.00} refund that was not in the envelope with that statement nor did it arrive that day in the mail. On XX/XX/XXXX I received the refund check of {$2800.00} finally that they owed me now the entire country is experiencing COVID-19 shutdowns nationwide. I had multiple expenses out of pocket expenses due to COVID-19 and all my medical care has been cancelled or rescheduled until very much later on because of a nationwide epidemic medical crisis ongoing. I had surgical procedures postponed until much later with a surgical authorization dated XX/XX/XXXX valid dates are XXXX XXXX XXXX, XXXX however COVID-19 that is going to get extended much into the future and none of the appointments for these surgeries could even take place at all. I am not pleased with this mortgage company it put my financial responsibility in jeopardy as I pay my monthly bills and had out of pocket medical expenses that I did not forsee at all coming and I could have used that XXXX refund a lot faster than this mortgage company refunded. Unacceptable VA loan used and this company bought that benefit out without my choosing this company. Permanently and Totally XXXX the duration of my lifetime on a fixed income as well. I would like this matter addressed with this mortgage company. I had no voice at all for weeks and couldn't speak at all medical reasons and when I had some voice I couldn't get ahold of anybody at work due to COVID-19 which further complicated this much complex problem I was having trying to deal with a refund checks owed to me.

Company response to consumer: Closed with explanation