Consumer complaint received 2025-07-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Southwest Business Corporation
State: TX

Complaint narrative:
On XX/XX/XXXX, I was granted a full XXXX XXXX XXXX Veteran property tax exemption by the VA in the State of Texas, with an official effective date of XX/XX/XXXX That same day, I submitted the letter to the XXXX XXXX XXXX XXXX XXXX in XXXX XXXX, TX, who processed my exemption and issued me a certified confirmation letter showing my property taxes were fully waived for XXXX. 

On XX/XX/XXXX, I uploaded this certified exemption letter directly to my mortgage servicer, SWBC Mortgage, through their secure online portal per their stated instructions. 

On XX/XX/XXXX, SWBC acknowledged receipt and told me to expect a response by XX/XX/XXXX. However, I did not receive any follow-up or update by the deadline. 

On XX/XX/XXXX, I used SWBCs online chat to request the exemption be expedited so I would not be forced to make a mortgage payment based on outdated escrow data, as the exemption was already granted. I was told any overpayments would be refunded but was not offered a solution to avoid making the full payment. To avoid being marked late, I reluctantly submitted my full XXXX mortgage payment out-of-pocket. 

From XX/XX/XXXX to XX/XX/XXXX, no action or communication occurred despite the missed deadline. On XX/XX/XXXX, I followed up again through the secure portal and asked for an update. 

On XX/XX/XXXX, I was told that SWBCs tax team had confirmed only a partial exemption and that I would need to reapply, even though they had already received and acknowledged the full certified exemption letter nearly three weeks prior. 

At this point, I escalated the matter on social media due to the lack of resolution and was eventually contacted by someone at SWBC who claimed they had pushed the issue to executive leadership. Still, nothing was done by end of day. 

On XX/XX/XXXX I submitted various emails and messages to SWBC demanding the issue to be fully resolved by the end of the day or i would be submitting complaints. 

Finally, on XX/XX/XXXX, I received a phone call confirming that SWBC had contacted XXXX XXXX and confirmed my XXXX XXXX tax exemption status and that a corrected escrow analysis would be completed by XXXX XXXX weeks after I initially submitted everything. 

As a result of this avoidable delay, I was forced to make a payment on an escrow obligation I no longer owed, tying up personal finances, triggering mental health symptoms related to my service-connected conditions, and requiring me to spend significant time navigating multiple communication channels ( secure portal, chat, phone, email, and social media ) simply to get a valid exemption honored. 

I am a XXXX XXXX XXXX Veteran and also still an XXXX XXXX in the XXXX XXXX. The mortgage company had everything they needed from me to correct the account by XX/XX/XXXX but failed to take timely action or provide an effective escalation path. 

I am seeking a full investigation into this mishandling and a formal review of SWBCs exemption processing and communication practices.

Company response to consumer: Closed with explanation