Consumer complaint received 2024-01-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: SUN WEST MORTGAGE COMPANY, INC.
State: PR

Complaint narrative:
This issue has persisted since XX/XX/XXXX, and despite numerous attempts, including emails and phone calls, to address Property Tax charges on our mortgage, there has been no response or resolution. 

This predicament originated in XX/XX/XXXX when my family sought assistance from FEMA following the devastating impact of Category XXXX XXXX XXXX. Our claims were consistently denied due to incorrect information regarding the XXXX number on our loan. As a result, we have been erroneously assessed property taxes from which we are exempt. 

Copies of my XXXX paperwork were diligently provided to Sunwest via email on multiple occasions. Despite repeated follow-ups and phone calls, an agent informed me that your system did not reflect our exemption status, even though I provided the necessary documentation. As recently as XX/XX/XXXX, I made inquiries regarding this issue and requested rectification, yet no follow-up was received. In response to the lack of progress, I engaged a private consultant to audit the account and assist in resolving the matter. 

On XX/XX/XXXX, I sent an email providing further documentation, revealing that over {$11000.00} had been collected into an escrow account and paid into the WRONG XXXX account. This error was a result of a clerical mistake on your part, leading to the collection of exempt payments, despite my multiple inquiries and documented proof spanning over XXXX years. 

Below is a copy of the email sent on XX/XX/XXXX : " I am writing to bring a matter of great concern to your attention regarding a significant error in my mortgage payments. This matter has been brought to your attention a minimum of 4 times since XXXX, and as recently as XXXX of XXXX. If this matter is not rectified in 30 days, I will take legal action. 

Upon careful examination, I discovered that my mortgage payments have been erroneous, including property tax payments to XXXX XXXX 's XXXX office. It's important to note that my residence is property tax-exempt in XXXX XXXX as it serves as my primary and only residence. To uncover this issue, I had to enlist the assistance of a consultant, and it has been determined that your organization set up my mortgage account incorrectly. 

Since my first payment in XXXX, I have been making monthly property tax payments of {$140.00} to XXXX XXXX XXXX XXXX number XXXX. However, this XXXX number corresponds to the former owner of the property I purchased, not to my residence. 

This error has resulted in an accumulated overpayment of {$11000.00}. I have attached the necessary XXXX documents clearly stating my property 's exemption from XXXX XXXX XXXX tax since XXXX, along with the correct XXXX XXXX number for my property. 

I am reaching out with a genuine expectation that your organization will take immediate action to rectify this grave and expensive error. I kindly request reimbursement of the overpaid amount within 30 days. 

I anticipate your prompt response outlining the corrective measures that will be taken and the process for reimbursing the funds owed to me. '' To date, I have received no communication regarding my requests for rectification of these erroneous charges. 

On Monday, we received an updated Escrow notice, indicating an increase in our mortgage payments. When I phoned customer service on XX/XX/XXXX to inquire about the increase and to address the ongoing issue of property taxes being added to my account, the agent informed me that the increase was due to a homeowner policy premium rise from {$280.00} to {$1900.00} in XX/XX/XXXX. 

In XX/XX/XXXX, I sent an email to Sunwest requesting the cancellation of the insurance policy Sunwest had purchased on our behalf. I included a copy of the full policy that I purchased and paid for DIRECTLY. The policy amount was {$1900.00}. 

It has become apparent that Sunwest has made yet ANOTHER SIGNIFICANT accounting error by adding a charge for a policy that Sunwest did not purchase and for which there is no documentation. This erroneous charge coincides with the SAME month I requested the cancellation of the policy and is in the exact amount of the policy I purchased. The agent was unable to resolve the issues and requested the assistance of legal supervisor XXXX XXXX, who promised to call me back but has yet to do so, despite over XXXX hours passing.

Company response to consumer: Closed with explanation