Consumer complaint received 2018-07-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: PRIMARY RESIDENTIAL MORTGAGE
State: MD

Complaint narrative:
I live in the city of XXXX Maryland. The City offers tax incentives for homeowners with a certain income. I qualify for a homeowners credit tax credit and a special credit because of my income. I currently have an impound account with my mortgage company to cover my taxes. However my mortgage company didn't understand how the program works and did not apply the money to my account so even though my taxes were paid almost in full with the exception of {$400.00} yes, the mortgage company continue to make me pay money into my impound account. This is been going on for 2 years now. Recently I fell behind on my payments due to unemployment. The mortgage company begin foreclosure proceedings but didn't tell me that I had money and an impound account that could be used because my taxes have been paid. It wasn't until after I caught up with my payments and realize that my taxes were paid I question them. Initially most of the representatives were rude and it wasn't until I told them that I was in contact with your agency that they begin to cooperate with me. 

Since my taxes were paid I have an overage in my account. When I ask why I did not receive that I was told that at the time of the analysis my account was not current so they did not pay that out to me. However since that time my account has been current and the overs has still not been paid out to me. The representative XXXX indicated that's because of the time of analysis I wasn't current so that is still holding through. My taxes for the XXXX is a little over {$4500.00} through my tax credits, {$4100.00} was paid. The balance is XXXX and the mortgage company wanted me to continue with the impound account although the taxes were paid. When I brought it to the representatives attention, I was told we are not familiar with this and this has never happened before so we'll have to research it and get back to you. I provided a screenshot of everything that occurred with the finance department look the city of XXXX, and that still is not enough I was told just to wait and someone will get back to me. No one ever got back to me until again I had to say that I was working with your agency. I was told that basically it was my fault and that I had to put in writing to acknowledge the tax credit before they would do anything. At this time so many days have gone by at this point I'm still not being allowed to have my overage they said pay your past due and we will give you the money. This is messy and I'm being blamed for things that they did not know when my account was current they did not give me the money because they didn't understand the credit. I am being penalized because although I provided the information to explain the credit they fail to acknowledge it and waited several days a couple of weeks and now they're saying that my account is not current however when I began this it was current. 

Because they are not willing to adhere to the guidelines I am concerned that they will make me wait 12 months so an over to occurs on the account even though the taxes are paid almost in full. When I did tell them that I was going to contact your agency, the representative XXXX said that's fine cuz we're prepared and we're covered because it's several times. He goes was not current now so we're going on what is going on currently. I would like for your agency to let lenders know just because they are not aware of special programs that they do not have the right to not honor. The request of the borrower. Because of their lack of knowledge, I am being penalized and all I want is my overage check from last year. I told them about I want to apply it into the current mortgage payment and they told me know they said you have to wait for us to mail it cash it and then you can send it back to us. Any help that you can provide with this matter will be greatly appreciate it. Thank you

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation