Consumer complaint received 2025-04-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: AMERIS BANCORP
State: TX

Complaint narrative:
I am writing to formally notify the CFPB of Ameris Bank 's failure to fulfill its contractual and legal obligations as my mortgage lender for the property located at XXXX XXXX XXXX XXXX XXXX, XXXX, Texas, XXXX ( XXXX XXXX ). Specifically, Ameris Bank failed to pay the XXXX property taxes on time, despite collecting monthly escrow funds from me for this purpose. This failure resulted in penalties, interest charges, and significant financial and legal risk to me as the homeowner. 
Under the terms of our mortgage agreement, Ameris Bank is responsible for ensuring timely payment of property taxes from the escrow account. I have consistently fulfilled my obligations by making all required monthly mortgage payments, including escrowed amounts for property taxes, in full and on time. Despite this, the XXXX property taxesdue no later than XX/XX/XXXX, XXXXwere not paid by Ameris Bank. Instead, in late XX/XX/XXXX, I unexpectedly received a physical escrow refund check from Ameris to pay the taxes myself. This check was sent without any prior notice or explanation, and by that time, late penalties had already been assessed. 
I made numerous calls to Ameris support, but each call resulted in conflicting explanations. Eventually, I was told that Ameris would not pay the tax bill because it covered multiple condominium units. However, Ameris had been provided with the recorded condo declaration ( filed in XX/XX/XXXX ), which clearly delineated ownership percentages. Based on the declaration, XXXX XXXX is responsible for 67 % of the land and 45 % of the XXXX. Applying those percentages to the total tax bill, my share was $ XXXX penalties. 
Due to Ameris Banks failure to act, penalties and interest totaling {$1500.00} accrued. An important thing to note is that the lender for the neighboring unit paid the XXXX XXXX portion of the tax bill based on the XXXX XXXX calculation and covered half of these fees, leaving me to cover the remaining {$750.00} from my escrow refund. So the lender of the other unit, admitted their fault for failing to pay the tax bill portion on time and paid half of the late fees but Ameris ( my lender refuses to take responsibility ). I demand full reimbursement of this {$750.00}, which I was forced to pay solely because of Ameris Banks inaction and mismanagement. 
Key dates and communications include : - XX/XX/XXXX : Received a letter from Ameris requesting a tax bill showing land division. I called Ameris, who instructed me to contact the tax office. The tax office confirmed the bill was not yet available and that land assessments would occur later in XXXX. 

- XX/XX/XXXX : Called the tax office again ; no updates on land assessments. Advised again to coordinate with the lender. 

- XX/XX/XXXX : Called Ameris, who referred me back to the contract. Realtor contacted the title company, which confirmed the proration amounts based on the condo declaration. 

- XX/XX/XXXX : Tax payment deadline. After this date, penalties and interest were added. 

- XX/XX/XXXX : Late fees officially assessed. 

- XX/XX/XXXX : After multiple calls to the tax office and Ameris, it was confirmed that appraisals had not yet occurred and that the tax office could not intervene. Still no payment had been made. 

- XX/XX/XXXX : Received an escrow refund checktoo late to avoid penalties. 

- XX/XX/XXXX : The XXXX representative, joined a phone call with a supervisor at Ameris support and informed them of their failure and explained that they should have paid the portion of the tax bill based on the condo declaration. A follow up email was sent ( attached ) - XX/XX/XXXX : Deposited escrow check to pay XXXX XXXX portion to avoid further late fees. 

- XX/XX/XXXX : Sent Ameris another formal demand via Email for reimbursement of late fees. 

- XX/XX/XXXX : Ameris mailed response notifying me that they are refusing to reimburse me. ( Attached ) Due to Ameris Banks negligence, I was forced to personally pay {$750.00} in late fees. I respectfully request that the Consumer Financial Protection Bureau require Ameris Bank to reimburse me this amount. Attached are relevant supporting documents, including the condo declaration, the receipt for the tax payment, and proof of my escrow refund.

Company response to consumer: Closed with explanation