Consumer complaint received 2026-06-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Nexus Nova LLC
State: CA

Complaint narrative:
I am filing a formal complaint against my mortgage servicer, Rosegate ( powered by XXXX ), regarding serious escrow administration failures, mishandling of property tax obligations, and the resulting delinquency of my XXXX XXXX XXXX property tax account. My property is located in XXXX XXXX XXXX, California. This is a newly constructed property that closed in XX/XX/XXXX. Since closing, servicing rights have been transferred multiple times among affiliated servicing companies. My escrow account has consistently maintained a substantial positive balance. At the time this issue arose, my escrow balance exceeded {$11000.00}, which was more than sufficient to satisfy all property tax obligations. In XX/XX/XXXX, I discovered that my property tax account had become delinquent and that XXXX XXXX XXXX had issued a Delinquent Tax Notice showing a balance due of {$1100.00}, including penalties, with a XX/XX/XXXX deadline. The delinquency should never have occurred. The servicer had already successfully disbursed the base tax installment of {$960.00}, demonstrating that it was actively managing and paying taxes on the property. However, the servicer failed to timely identify, monitor, and pay the adjusted tax balance reflected in a corrected county tax bill. County tax records reflect a corrected tax bill associated with the property showing a mailing date of XX/XX/XXXX. The bill revised the applicable tax obligations and penalty dates. Despite the existence of sufficient escrow funds, the tax account ultimately became delinquent. Prior to discovering the delinquency, I had proactively contacted the servicer on multiple occasions during the various servicing transfers to verify that my property taxes were being properly monitored and paid. During each of those communications, I was informed that my account was in good standing and that there were no outstanding tax issues requiring my attention. Despite these repeated inquiries and assurances, I later discovered that the property tax account had become delinquent and had accrued penalties. Had I been informed of any issue earlier, I would have taken immediate action to prevent the delinquency and resulting penalties. After discovering the issue, I submitted a formal RESPA Notice of Error on XX/XX/XXXX and began repeatedly contacting the servicer 's Property Tax Department. Since that time, I have spent more than six hours on phone calls with customer service representatives and supervisors attempting to prevent the account from entering tax default status. During calls on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, multiple supervisors confirmed that : The delinquent balance was {$1100.00}. The matter had been escalated and placed under priority review. Internal research and approvals were still pending. Payment had not yet been issued. Approval had been obtained for penalties and interest associated with the delinquency. On XX/XX/XXXX, a Property Tax Supervisor initially informed me that the county deadline had been extended to XX/XX/XXXX. When I requested supporting documentation and questioned the accuracy of that statement, the supervisor later acknowledged that she had misspoken and confirmed that the actual deadline remained XX/XX/XXXX. Receiving conflicting information regarding a tax delinquency deadline significantly increased my concern regarding the handling of this matter. During the same call, I was informed that the delinquency may have resulted from a " loss of exemption '' and that a corrected bill was allegedly sent only to the homeowner. However, the county tax bill associated with this property reflects " LESS EXEMPTION {$0.00} '' based on available county tax records and references a Direct Assessment Change. As a result, I remain concerned that the servicer has not provided a clear or consistent explanation regarding the actual cause of the delinquency. I am also concerned that while this tax delinquency matter was under active escalation, the servicer issued an escrow-to-mortgagor disbursement of {$7600.00} on XX/XX/XXXX ( check not received yet ). At the same time, the servicer was still investigating how to address a delinquent tax balance of only {$1100.00}. This sequence of events raises concerns regarding the administration and prioritization of escrow funds. As of my most recent communication with the servicer, I was advised that the delinquent tax payment had finally been approved and would be disbursed from escrow. However, because of the delays and conflicting information provided throughout this process, I have not had confidence that the payment would be timely received and credited before the county deadline. I believe this matter warrants review because : The escrow account contained sufficient funds at all relevant times. The servicer failed to timely address a corrected property tax obligation. Multiple servicing transfers contributed to confusion and inconsistent information. The servicer provided conflicting explanations regarding both the cause of the delinquency and the applicable deadline. I was required to spend substantial time and effort attempting to prevent a tax default that should have been avoided through proper escrow administration.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation